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Acknowledgement and Waiver
Twilio Flex Fair Usage Policy
Last Updated: ** January 28, 2026
1. Introduction. In order to make Twilio’s digital engagement center platform branded as “Twilio Flex” (“Twilio Flex”) customizable, Twilio has given you access to many of its underlying products that power Twilio Flex to enable you to build powerful integrations. This Flex Fair Usage Policy (“Flex Policy”) applies to your access to and use of Twilio Flex under a Named User or Active User Hour model – both of which are further explained below – and exists to ensure that Twilio’s platform and customers are protected from misuse and abuse. Twilio will evaluate your consumption of its underlying products (referred to as Standard Products below) included with Twilio Flex under a particular Twilio Project as part of assessing your compliance with this Flex Policy.
2. Named User and Active User Hour Models. If you purchase Twilio Flex under an Active User Hour model, that means you pay for the time period that any user is logged into Twilio Flex in any activity status each calendar month, other than the Logout Activity status, which, by default, is called Offline status. In the Active User Hour model, each actively logged-in Twilio Flex user is referred to as an “Active User”.
If you purchase Twilio Flex under a Named User model, that means you pay for a maximum number of users that are provisioned in Twilio Flex at any time during a calendar month. In the Named User model, each provisioned Twilio Flex user is referred to as a “Named User”.
If you access and use Twilio Flex under a pricing model other than Named User or Active User Hour, then such access and use is subject to the Twilio Flex via a Non-Twilio Flex Account Requirements, the current version of which is available at https://www.twilio.com/en-us/legal/service-country-specific-terms/flex-non-flex-account, in lieu of this Flex Policy.