Choosing the right deployment option

Yes. You control your help desk's security settings, including password policies for agents and users, full audit logs of agent and admin actions, and IP restrictions so agents can only log in from trusted addresses. Deskpro rate-limits login attempts automatically to defend against password guessing.

Deskpro Cloud runs in AWS data centers certified to ISO 27001, PCI DSS Level 1, HIPAA, GDPR, and SOC 2 Type II. Deskpro itself holds ISO 27001, GDPR, Cyber Essentials Plus, G-Cloud 12, and CSA STAR. You choose whether your data is stored in the US, EU, or UK.

Yes, you choose the environment: on-premise in your own data center, a VPC, a regional private cloud, or a sovereign cloud. You choose Windows or Linux, a single server or a multi-server configuration for higher availability. You also choose which AI foundation models power Deskpro's AI features, including self-hosted models that keep data inside your security perimeter.

Beyond the environment, you decide when to update, how to handle backups, and whether the agent interface and Help Center are reachable from the public internet or only your VPN. Our implementation team works through the details with you during setup.

Support is included, on every plan and both products. There's no separate support contract and no extra charge for help with a problem.

For self-service, our sysadmin manual and knowledge base cover setup, upgrades, and troubleshooting, and we update them as new questions come in. For anything else, contact our support team directly. Professional and Enterprise plans add higher levels of service on top.

Deskpro Private covers multiple self-hosted deployment option, so you can match your help desk to your organization's security and data control requirements.

• On-premise: Deskpro runs on your own servers, in your own data center, entirely inside your network.

• VPC: Deskpro runs in your isolated section of a public cloud like AWS or Azure, under your account and your network controls.

• Regional private cloud: Deskpro runs with a private cloud provider in a specific country or region, when data residency is the requirement.

• Sovereign cloud: Deskpro runs in an environment like AWS European Sovereign Cloud, operated by local staff under local jurisdiction, for the strictest data sovereignty rules.

In each case you're running the same help desk with the same features. The difference is the boundary your data sits inside. If you're not sure which fits, our team can talk it through against your compliance requirements.

Yes, in either direction, and at any point. Nothing about your choice today locks you in.

Migrations are handled by our engineers rather than left to you. We start by reviewing your current setup, including your Deskpro version, operating system, email configuration, and target environment or region. 

How long it takes depends on the size and state of your help desk. Two things speed it up: being on a recent version before you start, and a fast connection for transferring your data.

To get started, contact support@deskpro.com.

No. Deskpro Private runs the same AI features as Cloud, inside your environment.

You connect the models you trust. That can be your organization's own cloud AI account, like Claude, ChatGPT, Gemini, or self-hosted models running entirely inside your perimeter. Either way, requests go to your infrastructure and not ours.

Tell us about your security requirements and who'd be running the help desk, and our team will help you work out the right fit. No pressure either way, and you can move between the two later.

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