Magic LibraryData
Thread limits the information it stores to only the items it needs to maintain connections between your PSA (ConnectWise, Autotask, or HaloPSA) and Slack or Teams. Below are the data sets that we store:- PSA API keys and connection credentials
- Boards & Statuses - Used for being able to route tickets and statuses
- Companies & Contacts - Used for Messenger so that clients can create tickets and authenticate
- Tickets - Thread creates tickets and routes tickets to appropriate channels
- Teams / Slacks Channel Name & ID, User Email & ID (needed for ticket assignment)
- Everything that is not listed above!
- Absolutely no Financial Information
- We are employing a strategy of Data Differential, where we are tracking actions on those various IDs, and providing summaries to our Product Development group to make informed decisions about user habits. No personal information is stored, or visible.
- When you see various information in your slack, such as Contacts or Ticket Summary, Thread acts as a proxy as much as possible between ConnectWise Tenant and Slack / Teams tenant. We store only the minimal amount of information.
Encryption
- At Rest: We are hosted with AWS. Our instances of code and database are encrypted as well as their storage volumes.
- In Transit: We communicate with your PSA, Slack APIs, and Microsoft APIs only over HTTPS.
See Security updates in the changelog.
Data residency FAQ
Where is my Thread data stored?
Where is my Thread data stored?
In the United States. Thread’s application database and supporting infrastructure run in AWS US-East, with Microsoft-side services on Azure US-East.
Is data storage region different per partner or per client?
Is data storage region different per partner or per client?
No. Thread is a single-region platform — every partner’s data is stored in the United States, regardless of where the partner or their end clients are located. There is no per-partner or per-client residency selection.
Where is IT Glue data that Thread syncs stored?
Where is IT Glue data that Thread syncs stored?
In the United States. When Super Magic syncs IT Glue documents, the synced content is stored in Thread’s encrypted application database in AWS US-East — the same region as the rest of your Thread data. See Connect IT Glue Documentation to Super Magic for how the sync works and what is retained.