EU Data Act Disclosures and Twilio’s…

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Customer and Partner Agreements

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Acceptable Use Policy

Service and Country Specific Requirements

Data Protection Addendum (DPA)

Security Overview

Service Level Agreements

Advisory Services Terms

Professional Services Terms

Twilio Marketplace Terms

Twilio Segment Customer Data Platform Destination Integration and Listing Terms

AI/ML Terms

Twilio Messaging Campaign Terms

Customer Name Changes and Assignments

Updates to Legal Terms and Conditions

Country Specific Disclosures

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

European Electronic Communications Code Disclosures

Italy ALIAS Database Code of Conduct

Germany - Impressum

Privacy

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Data Privacy at Twilio

Privacy Notice

Binding Corporate Rules

Customer Proprietary Network Information (CPNI)

Sub-processors

Customer Data Protection Addendum

Supplier Data Protection Addendum

Global Applicant Privacy Notice

Mobile Application Terms

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Twilio Frontline End User App Terms

Twilio Authy App Terms

Supplier Agreements

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Supplier Purchase Order Terms and Conditions

Country-Specific Terms

Supplier Data Protection Addendum

Supplier Code of Conduct

Intellectual Property

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DMCA Policy

Trademark

Resources for Law Enforcement

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Government Requests

Transparency Report

Civil Requests

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Submit a request or subpoena

Code of Conduct & Ethics Hotline

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Twilio Code of Conduct

Ethics and Whistleblower Hotline

Discord Community Code of Conduct

Twilio Discord FAQ

Digital Promotions General Rules

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Sweepstakes Rules

Customer Research and User Experience

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Acknowledgement and Waiver

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

Original format (JPG, PNG, etc.)

SendGrid

CSV

JSON

N/A

Voice

CSV

JSON

WAV, MP3

Video

CSV

JSON

MP4

Segment

N/A (UI only)

JSON

JSON/CSV (via warehouse/cloud export)

N/A

Verify

CSV

JSON

N/A

Flex

CSV, Excel

JSON

N/A

Engage

CSV

JSON

N/A

Conversational Intelligence

CSV, Excel

JSON

N/A

WAV, MP3 (if call recordings included)

Segment

CSV

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.