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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