EU Data Act: Data Access and Portability Rights

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:

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.