Effective: January 1, 2020
1. This Security Overview is incorporated into and made a part of Twilio’s Terms of Service as set forth at https://www.twilio.com/legal/tos to which Customer has agreed and accepted or a signed Master Sales Agreement or other similar written agreement between Twilio and Customer ( “Agreement”). In this Security Overview for the Twilio Services and SendGrid Services, (Security Overview), references to “Twilio” will refer collectively to Twilio Inc., 375 Beale Street, Suite 300, San Francisco, CA 94105 and its Affiliates. The terms “Customer” will refer to you, the Customer and its Affiliates.
2. Purpose. Twilio is committed to maintaining customer trust. The purpose of this Security Overview is to describe the security program for the Twilio Services and SendGrid Services (collectively the “Services”). This Security Overview describes the minimum security standards that Twilio maintains in order to protect Customer Data (as defined in the Agreement) from unauthorized use, access, disclosure, theft, or manipulation. In addition to this Security Overview, Twilio’s API security documentation is available at https://www.twilio.com/docs/api/security. As security threats shift and evolve, Twilio continues to update its security program and strategy to help protect Customer Data. Twilio reserves the right to update this Security Overview from time to time; provided, however, any update will not materially reduce the overall protections set forth in this Security Overview. Any capitalized term not defined in this Security Overview will have the meaning given in the Agreement or the Data Protection Addendum.
3.Services Covered. This Security Overview describes the architecture, administrative, technical and physical controls as well as third party security audit certifications that are applicable to the Services. Beta Offerings and any services provided by telecommunication providers involved in routing and connecting Customer communications are not covered by this Security Overview.
4.Security Organization & Program. Twilio maintains a risk-based assessment security program. The framework for Twilio’s security program includes administrative, technical, and physical safeguards reasonably designed to protect the confidentiality, integrity, and availability of Customer Data. Twilio’s security program is intended to be appropriate to the nature of Twilio Services and SendGrid Services, size and complexity of Twilio’s business operations. Twilio has a separate dedicated team that manages Twilio’s security program. This team facilitates and supports independent audits and assessments by third parties. Twilio’s security framework is based on the ISO 27001 Information Security Management System and includes programs covering: Policies and Procedures, Asset Management, Access Management, Cryptography, Physical Security, Operations Security, Communications Security, Business Continuity Security, People Security, Product Security, Cloud and Network Infrastructure Security, Security Compliance, Third-Party Security, Vulnerability Management, as well as Security Monitoring and Incident Response. Security is represented at the highest levels of the company, with Twilio’s Chief Trust and Security Officer meeting with executive management regularly to discuss issues and coordinate company-wide security initiatives. Information security policies and standards are reviewed and approved by management at least annually and are made available to all Twilio employees for their reference.
5. Confidentiality. Twilio has controls in place to maintain the confidentiality of Customer Data that Customer makes available to the Services, in accordance with the Agreement. All Twilio employees and contract personnel are bound by Twilio’s internal policies regarding maintaining confidentiality of Customer Data and contractually commit to these obligations.
6. People Security.
6.1 Employee Background Checks. Twilio carries out background checks on individuals joining Twilio in accordance with applicable local laws. Twilio currently verifies the individual’s education and previous employment, and also carries out reference checks. Where local labor law or statutory regulations permit, and dependent on the role or position of the prospective employee, Twilio may also conduct criminal, credit, immigration, and security checks.
6.2 Employee Training. At least once a year, all Twilio employees must complete the Twilio security and privacy training which covers Twilio’s security policies, security best practices, and privacy principles. Employees on a leave of absence may have additional time to complete this annual training. Twilio’s dedicated security team also performs phishing awareness campaigns and communicates emerging threats to employees. Twilio has also established an anonymous hotline for employees to report any unethical behavior where anonymous reporting is legally permitted.
7. Third Party Vendor Management.
7.1 Vendor Assessment. Twilio may use third party vendors to provide Services. Twilio carries out a security risk-based assessment of prospective vendors before working with those vendors to validate that prospective vendors meet Twilio’s security requirements. Twilio periodically reviews each vendor in light of Twilio’s security and business continuity standards, including the type of access and classification of data being accessed (if any), controls necessary to protect data, and legal/regulatory requirements. Twilio ensures that Customer Data is returned and/or deleted at the end of a vendor relationship. For the avoidance of doubt, telecommunication providers are not considered subcontractors of Twilio.
7.2. Vendor Agreements. Twilio enters into written agreements with all of its Vendors which include confidentiality, privacy and security obligations that provide an appropriate level of protection for the personal data contained within the Customer Data that these Vendors may process
8. Security Certificates.
8.1 Twilio Certificates:
Twilio has obtained the following security-related certifications for the Twilio Services only:
- ISO/IEC 27001:2013 certification. ISO 27001 is an information security standard originally published in 2005 by the International Organization for Standardization (ISO) and the International Electrotechnical Commission (IEC). In September 2013, ISO 27001:2013 was published, and it supersedes the original 2005 standard. ISO 27001 is a globally recognized, standards-based approach to security that outlines requirements for an organization’s information security management system (ISMS).
Twilio has obtained the following security-related certifications for the Twilio Services and SendGrid Services:
- System and Organization Control (“SOC”) 2 - Type II. Twilio maintains SOC 2 - Type II certification for (a) Twilio Services described as two factor authentication service or otherwise named Authy and (b) SendGrid Services. Twilio’s SOC 2 reports for Authy addresses trust services principles and criteria (security). Twilio’s SOC 2 report for the SendGrid Services addresses trust services principles and criteria (security and availability). SOC 2 audits for the Twilio Services and SendGrid Services are conducted once a year by an independent third-party auditor. The SOC 2 audits validate Twilio’s physical and environmental safeguards for production data centers, backup and recovery procedures, software development processes, and logical security controls.
- Payment Card Industry Data Security Standard (“PCI DSS”). PCI DSS is a proprietary information security standard administered by the PCI Security Standards Council. PCI DSS applies to all entities that store, process or transmit cardholder data and/or sensitive authentication data including merchants, processors, acquirers, issuers, and service providers. The PCI DSS is mandated by the card brands and administered by the Payment Card Industry Security Standards Council. For more information, or to request the PCI DSS Attestation of Compliance and Responsibility Summary, see https://www.pcisecuritystandards.org/pci_security/. Twilio maintains PCI DSS Level 1 compliance for its Programmable Voice service. Twilio maintains PCI DSS Level 4 Merchant compliance for its SendGrid Services.
8.2 AWS Certifications.
In addition, the Services use and leverage AWS data centers. Twilio uses and leverages AWS data centers, with a reputation of being highly scalable, secure, and reliable. Information about AWS audit certifications are available at AWS Security website https://aws.amazon.com/security and AWS Compliance website https://aws.amazon.com/compliance.
9. Architecture and Data Segregation.
a. Twilio Services. The cloud communication platform for the Twilio Services is hosted by Amazon Web Services (“AWS”). The current location of the AWS data center infrastructure used in providing Twilio Services is located in the United States. Further information about security provided by AWS is available from the AWS security webpage available at https://aws.amazon.com/security/. In addition, the overview of AWS’s security process is available at https://aws.amazon.com/whitepapers/overview-of-security-processes/. Twilio’s production environment within AWS, where Customer Data and customer-facing applications sit, is a logically isolated Virtual Private Cloud (VPC).
b. SendGrid Services. For the SendGrid Services, Twilio leverages colocation data centers, provided by Zayo and Centurylink, and located in the United States.
For both Twilio Services and SendGrid Services, all network access between production hosts is restricted, using firewalls to allow only authorized services to interact in the production network. Firewalls are in use to manage network segregation between different security zones in the production and corporate environments. Firewall rules are reviewed regularly. Twilio separates Customer Data using logical identifiers tagging all communications data with the associated Customer ID to clearly identify ownership. Twilio’s APIs are designed and built to designed and built to identify and allow access only to and from these tags and enforce access controls to ensure the confidentiality and integrity requirements for each Customer are appropriately addressed. These controls are in place so one customer's communications cannot be accessed by another customer.
10. Physical Security. AWS data centers that host Twilio Services and the colocation data centers provided by Zayo and Centurylink that are used for the SendGrid Services are strictly controlled both at the perimeter and at building ingress points by professional security staff utilizing video surveillance, intrusion detection systems, and other electronic means. Authorized staff must pass two-factor authentication a minimum of two times to access data center floors. All visitors and contractors are required to present identification and are signed in and continually escorted by authorized staff. These facilities are designed to withstand adverse weather and other reasonably predictable natural conditions. Each data center has redundant electrical power systems that are available twenty-four (24) hours a day, seven (7) days a week. Uninterruptible power supplies and on-site generators are available to provide back-up power in the event of an electrical failure. More details about the physical security of AWS data centers used by Twilio for the Twilio Services, are available at https://aws.amazon.com/whitepapers/overview-of-security-processes/. In addition, Twilio headquarters and office spaces have a physical security program that manages visitors, building entrances, CCTVs (closed circuit television), and overall office security. All employees, contractors and visitors are required to wear identification badges.
11. Security by Design. The Twilio Security Development Lifecycle (TSDL) standard defines the process by which Twilio creates secure products and the activities that the product teams must perform at different stages of development (requirements, design, implementation, and deployment). Twilio security engineers perform numerous security activities for the Services including:
- internal security reviews before products are launched;
- periodic penetration tests performed by independent third-party contractors; and
- conduct threat models for the Twilio Services including documenting any detection of attacks.
Twilio has implemented a Bug Bounty Program, available at https://bugcrowd.com/twilio through which researchers may report design and implementation issues or possible vulnerabilities.
12. Access Controls.
12.1 Provisioning Access. To minimize the risk of data exposure, Twilio follows the principles of least privilege through a team-based-access-control model when provisioning system access. Twilio personnel are authorized to access Customer Data based on their job function, role and responsibilities, and such access requires approval of the employee’s manager. Access rights to production environments are reviewed at least semi-annually. An employee’s access to Customer Data is promptly removed upon termination of their employment. In order to access the production environment, an authorized user must have a unique username and password, multi-factor authentication and be connected to Twilio’s Virtual Private Network (VPN). Before an engineer is granted access to the production environment, access must be approved by management and the engineer is required to complete internal trainings for such access including trainings on the relevant team’s systems. Twilio logs high risk actions and changes in the production environment. Twilio leverages automation to identify any deviation from internal technical standards that could indicate anomalous/unauthorized activity to raise an alert within minutes of a configuration change.
12.2 Password Controls. Twilio’s current policy for employee password management follows the NIST 800-63B guidance, and as such, our policy is to use longer passwords, with multi-factor authentication but not require special characters or frequent changes. For the SendGrid Services, password requirements include a 10 character minimum, with at least three of the following characteristics: upper case letter, lower case letter, number, special character. When a Customer logs into its Twilio account, Twilio hashes the credentials of the user before it is stored. A customer may also require its users to add another layer of security to their account by using two-factor authentication (2FA).
13. Change Management. Twilio has a formal change management process to manage changes to software, applications and system software that will be deployed within the production environment. Change requests are documented using a formal, auditable, system of record. Prior to a high-risk change being made, an assessment is carried out to consider the impact and risk of a requested change, evidence acknowledging applicable testing for the change, approval of deployment into production by appropriate approvers(s) and roll back procedures. A change is reviewed and tested before being deployed to production.
14. Encryption in Transit. For the Twilio Services, Twilio’s cloud platform supports TLS 1.2 to encrypt network traffic transmitted between a Customer application and Twilio’s cloud infrastructure. For the SendGrid Services, Twilio utilizes opportunistic TLS to transmit Customer’s emails. This means that if Customer opts to use TLS, such email is encrypted end-to-end on the wire provided that the recipient’s email service provider supports TLS.
15. Vulnerability Management. Twilio maintains controls and policies to mitigate the risk from security vulnerabilities in a measurable time frame that balances risk and the business/operational requirements. Twilio uses a third-party tool to conduct vulnerability scans regularly to assess vulnerabilities in Twilio’s cloud infrastructure and corporate systems. Critical software patches are evaluated, tested and applied proactively. For the Twilio Services, operating system patches are applied through the regeneration of a base virtual-machine image and deployed to all nodes in the Twilio cluster over a predefined schedule. For high-risk patches, Twilio will deploy directly to existing nodes through internally developed orchestration tools.
16. Penetration Testing. Twilio performs penetration tests and engages independent third-party entities to conduct application-level penetration tests. Results of penetration tests are prioritized, triaged and remediated promptly by Twilio’s security team.
17. Security Incident Management. Twilio maintains security incident management policies and procedures in accordance with NIST SP 800-61. Twilio Security Incident Response Team (T-SIRT), assesses the threat of all relevant vulnerabilities or security incidents and establishes remediation and mitigation actions for all events. Twilio retains security logs for 180 days. Access to these security logs is limited to T-SIRT. Twilio utilizes AWS platforms and third-party tools to detect, mitigate, and to help prevent Distributed Denial of Service attacks (DDoS) attacks.
18. Discovery, Investigation and Notification of a Security Incident. A “Security Incident” has the meaning given in the Data Protection Addendum which can be found online here https://www.twilio.com/legal/data-protection-addendum, or which is incorporated into the Agreement. Upon discovery or notification of any Security Incident, Twilio will:
- promptly investigate such Security Incident;
- to the extent that is permitted by applicable law, promptly notify Customer. Customer will receive notification via email to the owner of the Twilio account. Refer to the Agreement and the Data Protection Addendum to the Agreement for additional information on Customer notification and follow on steps.
19. Resilience and Service Continuity. Twilio infrastructure for both the Twilio Services and SendGrid Services uses a variety of tools and mechanism to achieve high availability and resiliency. For the Twilio Services, Twilio’s infrastructure spans multiple fault-independent AWS availability zones in geographic regions physically separated from one another. For the Twilio Services, there are manual or automatic capabilities to re-route and regenerate hosts within Twilio’s infrastructure. Twilio’s infrastructure is able to detect and route around issues experienced by hosts or even whole data centers in real time and employ orchestration tooling that has the ability to regenerate hosts, building them from the latest backup. Twilio leverages specialized tools that monitor server performance, data, and traffic load capacity within each availability zone and colocation data centers. If suboptimal server performance or overloaded capacity is detected on a server within an availability zone or colocation data center, then these specialized tools will increase the capacity or shift traffic to relieve any suboptimal server performance or capacity overload. Twilio will also be notified immediately and have the ability to take prompt action to correct the cause(s) behind these issues if the specialized tools are unable to do so.
20. Backups and Recovery. Twilio performs regular backups of Twilio account information, call records, call recordings and other critical data using Amazon cloud storage. Backup data are retained redundantly across availability zones and are encrypted in transit and at rest using 256-bit Advanced Encryption Standard (AES-256) server-side encryption.