Updates to Twilio's Legal Terms and Conditions
Please visit the Service and Country Specific Requirements change log to review the material updates or modifications we make to our Service and Country Specific Requirements from time to time.
February 27, 2024
We updated our terms! This notice is only applicable to you if you have an account that you created before February 27, 2024, or otherwise agreed to a previous version of these updated terms. These updated terms are available at the hyperlinks provided below.
Please review this notice, which covers the upcoming changes that are material in nature, and all updated terms below in their entirety to familiarize yourself with these changes. These updated terms will be effective and binding as of April 1, 2024, and completely replaces all previous versions. No further action is required on your part. Your continued use of our services automatically constitutes your acceptance of these updated terms. Please note that we have not changed your ability to use our services. You may continue to access your account and use our services as you always have.
Service Level Agreements: If your agreement with us incorporates the Twilio APIs Service Level Agreement (formerly referred to as the Twilio Service Level Agreement) via https://www.twilio.com/legal/service-level-agreement, we are informing you that we updated this page to capture the multiple service level agreements available across our various products and services. This update incorporates these various service level agreements into your agreement automatically to the extent you use any of those products and services. The specific updates to each service level agreement are below:
*NEW* Twilio Flex Critical Scenarios Service Level Agreement: We are introducing a new service level agreement for Twilio Flex. This service level agreement covers availability threshold commitments and service credit eligibility requirements across the following 6 Twilio Flex functionalities necessary to perform critical real-time interactions between you and your customer(s):
Agent Logging into Agent UI
Incoming Customer Voice Call
Incoming Customer Message
Outgoing Agent’s Voice Call
Transferring a Voice Call
Completion of Assigned Tasks
The Twilio Flex Critical Scenarios Service Level Agreement does not apply to Twilio Segment’s products and services or Twilio’s application programming interfaces. If the unavailability of a Twilio’s application programming interface(s) causes one or more of the 6 Twilio Flex functionalities to be unavailable, your sole and exclusive remedy for the unavailable application programming interface(s) is the service credit set forth in the Twilio Flex Critical Scenarios Service Level Agreement - not the service credit set forth in the Twilio APIs Service Level Agreement.
Twilio APIs Service Level Agreement (formerly referred to as the Twilio Service Legal Agreement):
We updated the Twilio APIs Service Level Agreement to be clearer and better organized, but we did not change our availability commitments to you or the service credit remedy available to you.
We clarified that the Twilio APIs Service Level Agreement does not apply to the 6 Twilio Flex functionalities necessary to perform critical real-time interactions between you and your customer(s) that are covered by the Twilio Flex Critical Scenarios Service Level Agreement.
Twilio Segment Data Ingestion API Service Level Agreement (formerly referred to as the Twilio Segment Service Level Agreement):
We updated the Twilio Segment Data Ingestion Service Level Agreement to be clearer and easier to read, but we did not change our availability commitments to you.
We clarified that the Twilio Segment Data Ingestion Service Level Agreement does not apply to any beta or non-generally available Twilio Segment products and services.
We clarified that your right to terminate for repeated unavailability of the Data Ingestion API applies only to the order form specifically for the Twilio Segment products and services that are impacted by that repeated unavailability.
Twilio Voice Intelligence: Data Use Addendum (formerly referred to as Twilio Voice Intelligence: Data Logging Consent Addendum):
If you use Twilio Voice Intelligence and have the data use option enabled (formerly known as the data logging option) within your account, we are informing you that we re-wrote these terms to be clearer and provide more information about what you permit Twilio to do with your data:
You permit Twilio and its affiliates, as data controllers, to process the data you provide through your use of Twilio Voice Intelligence to develop and improve Twilio’s products and services, including Twilio’s artificial intelligence or machine learning technology and any outputs from that technology.
Twilio and its affiliates will, where deemed appropriate, anonymize, de-identify, and/or aggregate your data.
Additional information regarding Twilio’s or its affiliates’ processing of your data while the data use option is enabled is available here.
You own the rights to the data you provide through your use of Twilio Voice Intelligence and the outputs from Twilio’s artificial intelligence or machine learning technology.
Twilio owns the rights to the following:
Twilio Voice Intelligence;
any data you provide through your use of Twilio Voice Intelligence that is anonymized, de-identified, and/or aggregated;
Twilio’s artificial intelligence or machine learning technology and any related models; and
any improvements to Twilio Voice Intelligence, any of Twilio’s other products and services, and Twilio’s artificial intelligence or machine learning technology and any related models.
REVOCATION OF CONSENT: You may disable the data use option at any time via Twilio Voice Intelligence’s application programming interface or within your account.
DATA AND AI/ML OUTPUT DELETION: You may request that Twilio delete the data you provided through your use of Twilio Voice Intelligence and any outputs from utilizing Twilio’s artificial intelligence or machine learning technology by completing this deletion request form. Anonymized, de-identified, and/or aggregated data will not be deleted.
Service and Country Specific Requirements:
Please review the Service and Country Specific Requirements change log, which you agree and acknowledge serves as reasonable and sufficient notice to you of any new or updated service and country-specific terms we post from time to time that are material in nature. We recommend you review this change log regularly and any new or updated service and country-specific terms in their entirety. The Service and Country Specific Requirements are an important part of the Acceptable Use Policy. You must comply with the applicable terms to the extent you use (1) a specific service of ours, (2) our services in a specific country, or (3) a third-party product or service, any of which is identified in the Service and Country Specific Requirements.
Services Using or Incorporating Artificial Intelligence or Machine Learning Technology: We added a new section to the Service and Country Specific Requirements titled “Services Using or Incorporating Artificial Intelligence or Machine Learning Technology”. This new section links to these additional terms that you are required to accept if you opt into using or activating optional artificial intelligence or machine learning technology features or functionality within your account that are available for some Services.
Advisory Services Requirements: We clarified the definition of Twilio IP to exclude Customer Documentation and Customer Materials. We also clarified that if you rely on the Advisory Services to provide your own products and services to your customers, Twilio has no obligation or liability to your customers, and you will make your customers aware of the same.
Twilio Messaging Policy: We clarified that you are not allowed to transmit text messages that are used for security testing, including simulated phishing and other activities that may resemble social engineering or similar attacks.
Twilio SendGrid Email Policy: We clarified that you are not allowed to use Twilio SendGrid Email to conduct security testing, including simulated phishing and other activities that may resemble social engineering or similar attacks.
Twilio Voice Services Policy: We clarified that if you are using Programmable Voice or Elastic SIP Trunking to place telemarketing or advertising voice calls, you must obtain the callee’s prior consent, as required by applicable laws, regulations, governmental orders, industry standards, or telecommunications providers’ requirements or guidance.
Twilio Advisory Services Terms: We clarified the definition of Twilio IP to exclude Customer Documentation and Customer Materials. We also clarified that if you rely on the Advisory Services to provide your own products and services to your customers, Twilio has no obligation or liability to your customers, and you will make your customers aware of the same.
Twilio Professional Services Terms: We clarified the definition of Twilio IP to exclude Customer Documentation and Customer Materials.
Previous Updates by Year: