Porting Services Requirements

The following Porting Services requirements (“Porting Services Requirements”) apply to any phone number porting services that are provided by Twilio (as defined in the Porting Services Authorization Form), as described in a Porting Services Authorization Form (“Porting Services”), that has been executed by Customer (as defined in the Porting Services Authorization Form):

1. Provision of the Porting Services.  Twilio will (a) provide the Porting Services in accordance with the Porting Services Authorization Form; (b) manage the progress and status of the Porting Services and communicate such progress and status updates to Customer on a cadence agreed upon in writing by Customer and Twilio; and (c) manage and facilitate all communications with Twilio's telecommunications providers relating to the Porting Services. For the avoidance of doubt, the Porting Services exclude Twilio managing and facilitating any communications or the troubleshooting of issues with the telecommunications provider from which a phone number is being ported away.

2. Customer Responsibilities.  Customer will cooperate reasonably and in good faith with Twilio in its provision of the Porting Services including, without limitation: (a) providing Twilio with knowledgeable employees or staff of Customer; (b) provide all necessary information and documentation requested by Twilio, by the date and time specified by Twilio; (c) providing timely, accurate, and complete responses to inquiries or requests for feedback from Twilio; (d) providing all information or documentation requested by Twilio in a timely manner; (e) appointing a Customer representative to serve as a primary point of contact for Twilio and to make authorized decisions on behalf of Customer; and (f) actively participating in scheduled project meetings with Twilio. Customer is solely responsible for all fees and costs incurred from the telecommunications provider from which a phone number is being ported away. If applicable, Customer will, in writing, prior to Twilio’s provision of the Porting Services being scheduled, provide all necessary notices to, and obtain all necessary consents from, all applicable third parties in order for Twilio to provide the Porting Services.  If Customer’s failure to comply with this Section 2 prevents Twilio from providing the Porting Services, as determined by Twilio in its sole discretion, Twilio’s obligation to provide the Porting Services will be excused until Customer remedies such failure, and Twilio will not be responsible for any delays resulting therefrom.

3. Batch Phone Number Port Scheduling.  Twilio’s provision of the Porting Services may cover the porting of one or more batches of phone numbers (each batch, a “Phone Number Batch”). The porting of each Phone Number Batch will be mutually scheduled in writing between Customer and Twilio. Customer may request to cancel a Phone Number Batch that is scheduled to be ported, provided that Customer provides written notice to Twilio at least two (2) business days prior to the scheduled completion of the porting of such Phone Number Batch. Subject to Customer’s provision of the cancellation notice in accordance with this Section 3, Twilio will use commercially reasonable efforts to cancel a scheduled Phone Number Batch; provided however, Twilio (a) does not guarantee such scheduled Phone Number Batch will be canceled in the event the applicable telecommunications provider(s) are unable to cancel such scheduled Phone Number Batch and (b) will not be responsible (i) if such scheduled Phone Number Batch is unable to be canceled or (ii) for the actions or inactions of the applicable telecommunications provider(s) in connection with the cancellation of such scheduled Phone Number Batch.

4. Phone Number Porting Request Delays or Rejections.  Customer acknowledges that Twilio’s provision of the Porting Services is subject to the following: (a) Customer’s compliance with Section 2 (Customer Responsibilities) of these Porting Services Requirements; (b) the applicable telecommunications provider(s) approving and being able to support a phone number porting request; (c) the phone number subject to the port being in service; and (d) a phone number porting request not being prohibited under applicable law or regulation (collectively, “Porting Conditions”). Customer acknowledges that a phone number porting request may be delayed or unfulfilled by Twilio or the applicable telecommunications provider(s) if all Porting Conditions are not met. Twilio is not responsible for, and Customer will not be entitled to any credits or refunds for the Porting Services, to the extent a phone number porting request is delayed or cannot be fulfilled as a result of all Porting Conditions not being met.

5. Order of Precedence.  In the event of a conflict or inconsistency among the following documents, the order of precedence will be as follows: (a) the Porting Services Authorization Form; (b) these Porting Services Requirements; and (c) the agreement covering Customer’s use of Twilio’s products and services that require the use of phone numbers.