Request for Clarification on Data Residency, Regional Hosting, and Enterprise Plan

Support Help
1

Hi Support,

We understand that on-premise deployment is not currently offered, and that all PII is stored and processed in the US under your HIPAA-compliant setup. That helps clarify the US side.

To help us evaluate this properly for our client, could you please share a bit more detail on the points below?

  1. Do you offer regional data center options, even if on-premise is not available?

  2. Do you currently have data centers in the GCC, Australia, the UK, or Europe/Turkey?

  3. If yes, can customers select a specific data center region, or is that not configurable?

  4. If regional selection is not available, how do you support clients in jurisdictions where data is not allowed to leave a specific region, particularly in the GCC?

  5. What security and compliance certifications do you maintain for such regional or cross-border data scenarios, and are these backed by formal documentation or contractual commitments?

  6. Would your team be able to sign a contract or provide written commitments around data residency, security, and compliance requirements if needed?

  7. On the enterprise side, what is the starting package or minimum level for the Enterprise Plan?

For context, our client is based in the GCC, and due to local legal and regulatory considerations, they are particularly sensitive about whether data can leave GCC-hosted infrastructure. We are also reviewing suitability for clients in the UK, Australia, and Turkey/Europe, so clarity on your regional hosting model would be very helpful.

Looking forward to your response.

2

I need the response of this ASAP.

3

Hey @automaxion86

I’ve shared your questions with our team. As soon as I receive a response, I’ll get back to you with an update.

Thank you for your patience!

Best regards

4

Your team has been quite slow in responding. I submitted the request earlier, but received a response after 20 days, even though I mentioned it was urgent. Could you please look into this and provide a response as soon as possible?

5

Hey @automaxion86

Your request has been forwarded to our compliance team for review.

Thank You

6

Hi Shaw, I quick follow up regarding my above query can you please tell me how much time will your team require to give me the response?

7

Hi @automaxion86

I’ve followed up with our team again as a reminder.

We’ll keep you updated as soon as we have any news.

Best regards

8

I’m also interested in this topic.

9

Hey @automaxion86

Here are the answers to your questions. Please take a look

  1. We currently have only 1 region for data residency (AWS US-West-2 Oregon). More regions in the EU will be added in 2026.

  2. No

  3. Currently not configurable

  4. Data can be kept in-region via configurable storage policies, webhook streaming, and PII scrubbing. Vendor-side retention can be disabled entirely. Where cross-border transfer is unavoidable, DPA transfer mechanisms and encryption controls apply. https://docs.retellai.com/accounts/privacy-disable
    Processing is limited to US with very strict data security and privacy laws compliant with GDPR and HIPAA.

  5. You can see (https://trust.retellai.com)

  6. Yes

  7. For enterprise plan you can talk to our sales team (Enterprise Plan)

Thank You