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Glossary of terms

Common factors to JEMH (Server) and JEMHC (Cloud)

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JEMHC has many more privacy touch points than JEMH.

When does JEMHC store data from Customer instances

1. We categorically do not extract data from your site for any purpose other than fulfilling functionality that you configure within your JEMHC instance.

2. If you configure JEMHC for outbound notifications (eg to support non-jira email users, or provide JEMHC features line image inlining/image attachments), clearly, JEMHC will need to access data from your Jira instance to be able to provide that functionality.

3. At a technical level, subject to an Active license being in place, in order to scale when under massive webhook load (eg someone bulk changes 100K issues), JEMHC doesn’t initially process these webhooks, they go into a ‘queue' (AWS SQS specifically). JEMHC has nodes that process this queue content in an orderly manner, at that time, the determination of whether you have outbound notifications setup for the related project (2, above) is tested, and if not, we drop the data. That is the life span of data that you don’t expect to be processed by JEMHC.

4. During generation of notifications, we call back to Jira to retrieve additional data (eg attachments) that are related to the current notification, do a range of user lookups.

5. As part of sending the notification, JEMHC creates audit history of who got sent what. We retain, in JEMHC, the email addresses of recipients, as well as the content of the notification (stored in AWS S3 buckets). We have no access to this, it is for your benefit (as is the incoming auditing). If you choose to disable auditing, you can, but our ability to help you solve your problems relating to processing mail will be much harder, and may not be possible.

6. During support, you (the JEMHC admin) may elect to ‘flag’ incoming mails for support. This action makes the Email, its incoming processing Report and the related JEMHC Profile available to support staff. That email could be anything, including a reply to a Jira notification, containing data from Jira.

Where is data stored

All retained data is held within a virtual private cloud database managed by AWS located within the USA.  We have no way to shard user data to European data centers at this time.

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1. Regardless of whether you have a license present for JEMHC or not, if JEMHC installed, the issue https://ecosystem.atlassian.net/browse/AC-1620 means that your Jira will send us issue webhook data for every IssueEvent in your instance (over SSL).  JEMHC stores this event data in unencrypted form in the JEMHC database, retaining only the most recent events ( This data should ideally be encrypted, https://thepluginpeople.atlassian.net/browse/

   Jira Legacy
   server System JIRA serverId 31e1f342-5dce-3979-a43c-85899d565476 key JEMHC-34

    will track that).

2. JEMHC will by default attach files added to issues to outbound emails.

3. JEMHC will by default store in the JEMHC database, the full email content of recently sent mail.

4. After sending email, JEMHC retains a recent history of the event, this includes email addresses and subject, currently stored in clear. https://thepluginpeople.atlassian.net/browse/

   Jira Legacy
   server System JIRA serverId 31e1f342-5dce-3979-a43c-85899d565476 key JEMHC-35

    will track the encryption of summary.

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