Twilio Flex via a Non-Twilio Flex Account

Last Updated: February 4, 2025

These Twilio Flex via a Non-Twilio Flex Account Requirements will apply (a) to Customer’s access to and use of Twilio’s digital engagement center platform branded as “Twilio Flex” (“Twilio Flex”) on a Twilio Account SID (i) under which Customer has enabled the use of Twilio Flex and (ii) that is not strictly limited to Twilio Flex use cases and (b) in lieu of the Twilio Flex Fair Usage Policy, the current version of which is available at https://www.twilio.com/en-us/legal/service-country-specific-terms/flex-fup.

Customer will comply with the following restrictions:

1. Customer is prohibited from having more than one (1) user assigned to a Twilio Flex user;

2. Customer is prohibited from switching to a Named User or Active User Hour model; and

3. Customer is prohibited from using Flex Insights to process the following data types (“Prohibited Data Types”): 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.

Furthermore, Twilio may delete all of Customer's data that is stored within Flex Insights without notice if Customer does not use Flex Insights for at least six (6) consecutive months.

If Customer violates any of the foregoing Twilio Flex restrictions, Twilio may immediately suspend Customer’s use of Twilio Flex without notice. Additionally, if Customer uses Flex Insights to process any Prohibited Data Types, Twilio may delete such Prohibited Data Types without notice.