When using Upscope Cloud, data is processed and stored across our infrastructure:
- Edge — Datacenter closest to the Visitor (or your chosen region)
- USA — Main datacenter in the United States
Data Never Sent to Upscope
This data stays in the Visitor's browser and is never transmitted.
| Data | Notes |
|---|
| Page content before Session starts | Only sent once Session is initiated and authorized |
| Masked content | Elements with no-upscope class or specified in settings |
| Cookies and browser storage | Never accessed |
| Console content (if disabled) | Only sent if console access is enabled AND Session is active |
Data Processed But Not Stored
| Data | Location | Notes |
|---|
| Session HTML content | Edge | During active Session only |
| Audio streams | Edge | If audio is enabled |
| Full screen sharing | Edge | If full screen sharing is enabled |
| Console content | Edge | If console access is enabled, during Session only |
| Agent instructions (highlights, clicks, scroll) | Edge | During active Session only |
| CRM conversation content | USA | If using CRM integrations |
Data Cached (24 Hours)
| Data | Location |
|---|
| Public assets (stylesheets, images, fonts) | Edge |
Data Stored (1 Week)
| Data | Location | Notes |
|---|
| Server request logs | USA | Redacted, DevOps access only |
| Application telemetry | USA | How users interact with Upscope |
| Sample connection logs | USA | Random sample for debugging |
Visitor Data Stored (30 Days)
Stored until 30 days after Visitor's last activity, manual deletion, or account deletion.
| Data | Location | Notes |
|---|
| Last IP address | Edge | |
| Last page view (timestamp, URL) | Edge | |
| Country and city | Edge | Derived from IP, not GPS |
| Device info (browser, device type) | Edge | |
| Online status | Edge | |
| Unique ID | Edge | If provided |
| Identities (name, email) | Edge | If provided |
| REST API data | USA | Synced from Edge for API access |
| CRM integration data | USA | If using CRM integrations |
High-volume accounts may have Visitor data auto-deleted after 24 hours.
If Screenshots Enabled
| Data | Location | Notes |
|---|
| Page HTML (excluding masked areas) | Edge | Stored on browser until triggered |
| Visitor journey (clicks, field input) | Edge | |
| Recent page URLs | Edge | |
Data Stored Until Account Deletion
| Data | Location | Notes |
|---|
| Visitor data from Sessions | USA | IP, Unique ID, identities |
| REST API call logs | USA | Redacted |
| Session recordings (MP4) | Edge | If recording enabled |
| Webhook logs | USA | Without request body |
| Usage statistics | USA | Session counts, lengths (no content) |
| Credit card details | USA | |
| OAuth keys | USA | For integrations |
Data Stored 1 Year After Account Deletion
| Data | Location |
|---|
| Session history | USA |
| Agent account details | USA |
| Account settings changes | USA |
Data Stored Indefinitely
| Data | Location |
|---|
| Contracts | USA |
| Billing history and details | USA |
| Communications with Upscope | USA |
When using an on-premise installation, the co-browsing bridge server runs within your infrastructure. This significantly reduces data sent to Upscope.
- Your Infrastructure — Where your on-premise server is hosted
- USA — Upscope's main datacenter (limited data only)
Data Never Sent to Upscope
This data stays in the Visitor's browser and is never transmitted.
| Data | Notes |
|---|
| Page content before Session starts | Only sent once Session is initiated and authorized |
| Masked content | Elements with no-upscope class or specified in settings |
| Cookies and browser storage | Never accessed |
| Console content (if disabled) | Only sent if console access is enabled AND Session is active |
Data Processed But Not Stored
| Data | Location | Notes |
|---|
| Session HTML content | Your Infrastructure | During active Session only |
| Audio streams | Your Infrastructure | If audio is enabled |
| Full screen sharing | Your Infrastructure | If full screen sharing is enabled |
| Console content | Your Infrastructure | If console access is enabled, during Session only |
| Agent instructions (highlights, clicks, scroll) | Your Infrastructure | During active Session only |
Data Cached (24 Hours)
| Data | Location |
|---|
| Public assets (stylesheets, images, fonts) | Your Infrastructure |
Visitor Data Stored (30 Days)
Stored on your infrastructure until 30 days after Visitor's last activity or manual deletion.
| Data | Location | Notes |
|---|
| Last IP address | Your Infrastructure | |
| Last page view (timestamp, URL) | Your Infrastructure | |
| Country and city | Your Infrastructure | Derived from IP, not GPS |
| Device info (browser, device type) | Your Infrastructure | |
| Online status | Your Infrastructure | |
| Unique ID | Your Infrastructure | If provided |
| Identities (name, email) | Your Infrastructure | If provided |
On-Premise REST API
Use the on-premise REST API to keep Visitor data within your infrastructure. Using the Cloud REST API would sync data to Upscope's USA datacenter.
Data Stored Until Account Deletion
| Data | Location | Notes |
|---|
| Session recordings (MP4) | Your Infrastructure | If recording enabled |
The following is still stored by Upscope Cloud:
| Data | Location | Notes |
|---|
| Webhook logs | USA | Without request body |
| Usage statistics | USA | Session counts, lengths (no content) |
| Credit card details | USA | |
| OAuth keys | USA | For integrations |
Data Stored 1 Year After Account Deletion
| Data | Location |
|---|
| Agent account details | USA |
| Account settings changes | USA |
Data Stored Indefinitely
| Data | Location |
|---|
| Contracts | USA |
| Billing history and details | USA |
| Communications with Upscope | USA |
