Twilio Flex Fair Usage Policy

Last Updated:  December 15, 2021

If you agreed to the Twilio Flex Fair Usage Policy for any Twilio Projects for Twilio Flex prior to June 1, 2021, the Twilio Flex Fair Usage Policy here will apply to your use of Twilio Flex on those Twilio Projects. If you create any Twilio Projects for Twilio Flex on or after June 1, 2021, the Twilio Flex Fair Usage Policy below will apply to your use of Twilio Flex on those Twilio Projects.

Introduction

To make Twilio Flex as customizable as possible, we have given you access to many of the underlying Twilio products that power it. Giving you access to these underlying Twilio products allows you to build powerful integrations and add-ons using the full capabilities of Twilio’s communications platform. Unfortunately, this also allows for these underlying products to be misused or abused.

This policy exists to ensure that the Twilio platform and our customers are protected from misuse and abuse. Our goal with this policy is not to restrict you from building your contact center on top of Twilio Flex or put you in a position where you have to worry about additional fees. Twilio Flex is designed in such a way that the vast majority of our contact center customers, big or small, inbound or outbound focused, will not run into the edge cases described in this policy.

At a high level, this policy says that you must use the underlying Twilio products included with Twilio Flex for a contact center use case that is built on Twilio Flex. For example, we prohibit certain activities like using Twilio Flex for an IVR alone, as part of this policy. This policy also describes the consequences associated with specific violations of this policy. Our intention is not to suddenly interrupt or adversely affect your use of Twilio Flex, but we have to balance that with protecting the Twilio Flex platform against misuse and abuse. In imposing any consequences, we will, to the extent possible, aim to notify you of your violation in advance and work with you to remediate the cause behind your violation.

We will only look at your consumption of the underlying Twilio products included with Twilio Flex for a particular Twilio Project, so it is important that you use the Twilio Project created by Twilio Flex solely with Twilio Flex. To avoid running the risk of violating this policy, we strongly recommend that you build your other use cases in a separate Twilio Project.

To be eligible to use Twilio Flex, you, either on behalf of yourself or your organization, must review and accept this policy. We encourage you to review this policy carefully. Once accepted, this policy becomes a binding legal commitment between you and Twilio. If you cannot comply with the terms of this policy, then you should not accept this policy and must stop using Twilio Flex.  This policy supplements any agreement you have with Twilio for the use of any services provided by Twilio.

Policy

Twilio Flex can be purchased in one of two ways:

An “Active User Hour” means, for a period of sixty (60) minutes, an individual user gets (a) access to Twilio Flex; (b) unlimited usage of all standard products listed below; and (c) limited usage of all premium products listed below, subject to your compliance with the other terms of this policy.

A “Named User” means, for a period of one (1) calendar month, an individual user gets (a) access to Twilio Flex; (b) unlimited usage of all standard products listed below; and (c) limited usage of all premium products listed below, subject to your compliance with the other terms of this policy. If you subscribe to a Named User after the first day of a calendar month, then the fees associated with your use of that Named User will not be prorated for that calendar month.

Standard Product Use Limitations

Standard Products

¹ Does not include Recording Storage.

²The Conversations API includes Programmable Chat.

³The Programmable Voice Platform does not include connectivity to the public switched telephone network (PSTN).

⁴Each Active User Hour comes with one (1) Flex Insights License for use for a period of sixty (60) minutes. Each Named User comes with one (1) Flex Insights License for use for a period of one (1) calendar month. Flex Insights is formerly known as Flex WFO.

Active User Hour: If your average usage across all consumed Active User Hours in a calendar month for an individual standard product is within the top two (2%) of that standard product’s usage across all customers on the Twilio Flex platform in that calendar month (“Excess Active User Hour Usage”), then Twilio reserves the right to implement limits on your usage of all standard products for the Twilio Project through which you are using Twilio Flex. Twilio will, prior to implementing the above usage limits, use commercially reasonable efforts to (a) communicate any Excess Active User Hour Usage to you in writing and (b) work with you to resolve any issues that are causing such Excess Active User Hour Usage. If you exceed these usage limits, you will be charged for the excess usage for each standard product at the then-current applicable rate available at http://www.twilio.com/pricing. Twilio, however, will not suspend your access to Twilio Flex.

Named User: If your average usage across all Named Users in a calendar month for an individual standard product is within the top two (2%) of that standard product’s usage across all customers on the Twilio Flex platform in that calendar month (“Excess Named User Usage”), then Twilio reserves the right to implement limits on your usage of all standard products for the Twilio Project through which you are using Twilio Flex. Twilio will, prior to implementing the above usage limits, use commercially reasonable efforts to (a) communicate any Excess Named User Usage to you in writing and (b) work with you to resolve any issues that are causing such Excess Named User Usage. If you exceed these usage limits, you will be charged for the excess usage for each standard product at the then-current applicable rate available at http://www.twilio.com/pricing. Twilio, however, will not suspend your access to Twilio Flex.

Premium Product Use Limitations

Premium Products

⁵You may not have more than four (4) participants per video call.

Twilio provides premium products as a part of each Twilio Flex offering to allow you to explore new use cases with them. Premium products are subject to usage limits, as noted in the table above. If you exceed the usage limit for any premium product, then you will be charged at the then-current applicable rate available at http://www.twilio.com/pricing. Twilio, however, will not suspend your access to Twilio Flex.

Restrictions & Requirements

Standard Products & Premium Products: Standard products and premium products provided with a Named User(s) or Active User Hour(s) may only be used to build contact center use cases on Twilio Flex. The use of any standard products and/or premium products with other use cases must be used in a separate Twilio Project.

Seat Sharing: If you purchase a Named User(s), then each Named User may only have one (1) user assigned to it. You are strictly prohibited from having multiple users assigned to or access Twilio Flex from a single Named User.

Model Switching: You are prohibited from switching from Named User(s) to Active User Hour(s) or Active User Hour(s) to Named User(s) on a Twilio Project using Twilio Flex after you have made your selection.

End-to-End Contact Center Use Cases: Twilio Flex may only be used for end-to-end contact center use cases. You are strictly prohibited from using Twilio Flex to build a use case that only encompasses a single component of a contact center platform. Examples of this include, but are not limited to, using Twilio Flex to build an Interactive Voice Response (IVR)-only use case, a routing-only use case, or a bot-only use case. We recommend that you use our other products which are better suited for building these types of use cases.

Data Type Restrictions for Flex Insights: Flex Insights must not be used to process any data regarding an individual's financial or economic identity, sexual orientation, religious beliefs, medical or physical identity, including any information comprised of either "Protected Health Information" subject to and defined by the Health Insurance Portability and Accountability Act (HIPAA), or an individual's first name and last name, or first initial and last name, in combination with any one or more of the following data elements that relate to such individual: Social Security number, driver's license number or state-issued identification card number, financial account number, or credit or debit card number, with or without any required security code, access code, personal identification number or password, that would permit access to an individual's financial account.

Consequences

If you violate the Standard Product Use Limitations section and/or the Premium Product Use Limitations section of this policy, then Twilio may, as described in this policy, (a) impose limits on your usage of standard products and/or (b) charge you additional fees for any usage of standard products and/or premium products in excess of any usage limits.

If you violate the Restrictions & Requirements section of this policy, Twilio may, without notice, immediately suspend your use of Twilio Flex. However, Twilio will use commercially reasonable efforts to (a) provide you with notice prior to any suspension in accordance with this paragraph to the extent possible and (b) work with you to remediate any such suspension.

If you use Flex Insights to process data that is in violation of the Data Type Restrictions section of this policy, then Twilio may, without notice, immediately suspend your Flex Insights License and delete any data that violates such section. However, Twilio will use commercially reasonable efforts to (a) provide you with notice prior to any suspension in accordance with this paragraph to the extent possible and (b) work with you to remediate your violation of the Data Type Restrictions paragraph of this policy.

Updates to this Policy

Twilio may update this policy from time to time. Twilio will provide you with at least three (3) days prior notice of any material updates that adversely impact your use of Twilio Flex. Notices will be provided to you in writing. After updates to this policy become effective, your continued use of Twilio Flex serves as your acceptance of these updates.

Questions?

If you have any questions about this policy, please click here.