EU Data Act Disclosures and Twilio’s Commitment…

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EU Data Act Disclosures and Twilio’s Commitment to Open Portability and Switching

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EU Data Act Disclosures and Twilio's Commitment to Open Portability and Switching

Last Updated**: September 16, 2025

**Open Portability Concept**

Twilio is committed to empowering its customers with full control over their data. In line with the principles and requirements of the EU Data Act, Twilio embraces an open portability concept to ensure seamless and efficient data mobility. Twilio is committed to providing its customers with the ability to retrieve, transfer, and switch their data and digital assets without undue technical, contractual, or commercial barriers.

**Data Access**

The following chart summarizes how Twilio makes certain product and service-related data available to its customers within detailed log files.

**Service**

**Console Download**

**API Format**

**Bulk Export**

**Media Files**

Messaging

CSV

JSON

JSON

Original format (JPG, PNG, etc.)

SendGrid

CSV

JSON

N/A

N/A

Voice

CSV

JSON

JSON

WAV, MP3

Video

CSV

JSON

JSON

MP4

Segment

N/A (UI only)

JSON

JSON/CSV (via warehouse/cloud export)

N/A

Verify

CSV

JSON

N/A

N/A

Flex

CSV, Excel

JSON

N/A

N/A

Engage

CSV

JSON

N/A

N/A

Conversational Intelligence

CSV, Excel

JSON

N/A

WAV, MP3 (if call recordings included)

Segment

CSV

JSON

JSON

N/A

Details as to the specific log files available for download can be found in Twilio’s  documentation, as well as via the Twilio Help Center.

A customer may proceed with accessing and downloading its data at any time, subject to any technical and operational limitations outlined in Twilio’s documentation.

**Reasonable Assistance**

Should you require assistance in accessing and downloading your data, Twilio offers multiple ways to get help by clicking below:

- Twilio & SendGrid Customer Support
- Segment Customer Support

**Minimum Data Retrieval Period**

Upon account closure associated with data switching, Twilio guarantees a minimum data retrieval period of at least 30 calendar days during which a customer can access and download its data. After such time, a customer’s data will be securely deleted as specified in your agreement with Twilio and related documentation, unless retention is required for legal or compliance purposes.

For more detailed information, please refer to this Data Retention & Deletion in Twilio Products article.

**Processing Jurisdiction(s)**

Unless otherwise agreed in your agreement with Twilio, the processing of a customer’s data takes place in the United States.

**Government Data Request Procedure**

Any government data request (for personal or non-personal data) for a customer’s data will be handled in accordance with its Government Data Request Procedure.