How Zendesk supports EU financial institutions on their DORA compliance journey

The Digital Operational Resilience Act (DORA) is a transformative regulation designed to strengthen the digital resilience of financial institutions within the EU. Coming into effect on January 17, 2025, DORA has broad implications for financial entities operating in or connected to EU markets. Here’s how Zendesk supports financial institutions on their journey toward compliance.

Who is affected by DORA?

DORA applies to financial entities in the EU, UK, and other regions if they do business in EU markets. This includes organizations such as:

• Credit institutions

• Investment firms

• Trading platforms

• Asset management companies

• Crowdfunding service providers

• Crypto-asset service providers authorized under the MiCA framework (Markets in Crypto-Assets)

Any organization meeting these criteria must ensure they are prepared to meet DORA’s stringent requirements by 17th January 2025.

What are the obligations under DORA?

For financial institutions unfamiliar with DORA’s requirements, here are the key obligations:

1. Digital service continuity: Companies must ensure their digital operations remain available and resilient, even during disruptions such as cyberattacks.
2. Incident response and reporting: Organizations must have mechanisms to quickly detect, respond to, and report incidents.
3. Third-party risk management: Firms must monitor and mitigate risks arising from third-party ICT providers.
4. Testing and governance: Regular testing and implementation of robust governance frameworks are mandatory to maintain operational resilience.

What are the consequences of non-compliance?

Financial entities failing to comply with DORA may face significant penalties, including:

• Fines proportional to the severity of the breach
• Reputational damage that could impact market standing
• Regulatory actions that could limit business operations in EU markets

Given the stakes, compliance is essential—and Zendesk is here to simplify the journey, helping businesses meet regulatory requirements with confidence and ease.

How Zendesk supports your journey to DORA compliance

Zendesk is committed to empowering financial institutions with the tools and services needed to navigate the complexities of DORA compliance. Here’s how:

1. Premier Support

Our Premier Support package ensures your Zendesk services align with the resilience requirements of DORA. With predefined Service Level Agreements (SLAs) that include recovery time objectives, we help minimize disruptions to your critical operations.

2. Advanced Data Protection Package (ADPP)

The ADPP add-on provides:

• Encryption key management to ensure data security

• Data confidentiality and masking for sensitive information

• Access logs to track and audit system interactions

These features address DORA’s strict requirements for data security and operational transparency.

3. Enhanced Disaster Recovery

Zendesk’s Enhanced Disaster Recovery solution supports recovery point objectives (RPOs), ensuring minimal data loss in the event of a disruption. This aligns with DORA’s demand for robust disaster recovery mechanisms.

4. Data Centre Location Add-On

Customers can choose the Data Centre Location add-on, which allows them to select specific regions for storing their data. This helps meet regulatory requirements for data residency and provides greater control over where sensitive information is hosted.

By integrating these capabilities into your operations, Zendesk helps financial institutions not only meet regulatory requirements but also build trust and resilience in their digital services.

Ready for January 17, 2025?

As the DORA compliance deadline approaches, the time to act is now. Zendesk is here to partner with financial institutions, ensuring a seamless transition to compliance and a resilient future. Let’s navigate this journey together. Do not hesitate to contact us.