Data Use & Data Retention Policies
Five9 Data Use & Data Retention Policies
Data Use:
During the normal operation of the VCC Service, Five9 will collect and store on its systems certain information and data provided or collected by the Customer ("Customer Data"). During the Term, Customer authorizes Five9 to store Customer Data on its internal systems and to use and copy Customer Data for the purpose of providing the VCC Service to Customer in accordance with this Agreement. Additionally, Customer agrees that Five9 may use non-individually identifiable Customer Data for internal business purposes to test, analyze and improve the VCC Service both during and after the Term.
Data Retention:
Due to the storage demands on the VCC Service, Five9 retains the right to periodically purge Customer data from Five9 owned servers, to maximize system performance for all customers. If this data is important to Customer, Customer should take action to download and maintain this information on its premises. Depending on the data type, additional storage by Five9 may be available for an additional fee. Customer should contact a Five9 sales representative for more information about data storage.
Please refer to the following table for Five9’s data retention policy
Data Type |
Retention Period |
How to Download |
|---|---|---|
| Contact Data | 120 days after end of contract | Retrieve with Contact Data Reports |
| Contact Session Data | 120 Days | Retrieve with Contact Data Reports within 60 days. The information is provided to agents for 120 days. |
| Call Logs | 60 Days ** | Retrieve with Call Log Reports |
| Campaign State | 120 Days | Retrieve with ListStatus Reports |
| Dialing Lists | 120 Days | Retrieve with Lists/Export |
| Agent Data | 60 days after agent account inactivated | Retrieve with Agent Reports |
| VCC Audio Recordings | Sooner of: 30 Days or successful offload via SFTP*/FTP or per Contract | SFTP* and FTP |
| Outbound Callbacks, web, queue, reminder, scheduled | 120 Days after "Complete By Date" | Export in Administrator |
| Omnichannel Email**** and Customer Chat | 60 days *** | SFTP* and FTP |
| Omnichannel Email**** Attachments | 60 days | n/a |
| Omnichannel Social | 60 days | n/a |
| Disabled Domains | 120 Days after Account Closure or Suspension | n/a |
| DIDs/TFNs | 90 days after Account closure or Suspension | n/a |
| E911 Call Recordings | 30 days | n/a |
| IVA Studio Datastore used for logging | 30 days | Export from Studio GUI or API |
| IVA Studio Datastore used for application configuration | Indefinite | Export from Studio GUI or API |
| IVA Studio System Log | 30 days | Export from Studio GUI or API |
*Use of SFTP Strongly Recommended
**Except as required by state and federal law
***60 days online search with variable retention up to 2 years
**** Based on date e-mail stored in Five9 system
