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ADVISORY SERVICES REQUIREMENTS

Last Updated: February 14, 2023



These Advisory Services Requirements (“Advisory Services Requirements”) will (a)
govern Customer’s obligations related to the Advisory Services (as defined
below) and (b) supplement the terms of the agreement between Customer and Twilio
covering Customer’s use of the Services (“Agreement”). For the avoidance of
doubt, these Advisory Services Requirements will not govern the Advisory
Services if Customer has agreed to the Advisory Services Terms available at
https://www.twilio.com/legal/advisory-services-terms in the applicable Order
Form (as defined below).

1. Definitions

“Advisory Services” means Services that are advisory, configuration, consulting,
expert, implementation, or onboarding in nature and provided to Customer in
accordance with the applicable Advisory Services Package (as defined below).
Advisory Services excludes any Services set forth in Section 2.2 (Out of Scope
Services).

“Advisory Services Package” means the Advisory Services package purchased by
Customer, the terms for which are set forth (a) at
https://twil.io/professional-services/offerings or (b) in the applicable Order
Form, as applicable.

“Affiliate” has the meaning set forth in the Agreement.

“Customer Documentation” means any documentation developed, conceived, or
acquired specifically for, or on behalf of, Customer in connection with the
Advisory Services.

“Customer Materials” means any information, specifications, instructions, or
materials provided by Customer in connection with the Advisory Services.

“Order Form” means an ordering document or a statement of work between Customer
and Twilio, or any of their Affiliates, that identifies the applicable Advisory
Services Package being purchased, the mutually agreed upon rate for such
Advisory Services Package, and any other applicable commercial terms related to
the Advisory Services.

“Subcontractors” means any third party that assists Twilio or its Affiliates in
providing the Advisory Services.

“Twilio IP” means any technical configuration, workflow templates, starter code,
software components, content, documentation, materials, methodologies, or other
intellectual property developed, conceived, or acquired by Twilio or its
Affiliates (a) prior to the commencement of the Advisory Services pursuant to
the applicable Order Form or (b) outside of the scope of the Advisory Services
provided pursuant to the applicable Order Form.

“Twilio Personnel” means Twilio’s and its Affiliates’ employees and contractors
and employees of Subcontractors that assist in providing the Advisory Services.



2. Advisory Services

2.1 Customer Acknowledgements.Customer acknowledges and agrees that (a) Twilio
may use Twilio Personnel and Subcontractors, as necessary, to provide the
Advisory Services in accordance with these Advisory Services Requirements, the
applicable Advisory Services Package, and the applicable Order Form; (b) the
Advisory Services will be provided Monday through Friday (excluding holidays in
the location where Twilio Personnel are located) between the hours of 9:00am and
5:00pm in the time zone where Twilio Personnel are located; (c) the Advisory
Services, and any communication between Customer and Twilio and documentation
related thereto, will be provided in English; (d) Customer must execute the
applicable Order Form in order for Twilio to allocate resources in connection
with such Order Form; (e) Customer will not cancel or terminate an executed
Order Form if there are less than fourteen (14) days remaining until Twilio
commences the provision of such Advisory Services; (f) the Advisory Services,
the Twilio IP, and the Customer Documentation do not constitute legal or
compliance advice or guidance and are provided to Customer “AS IS”; (g) Customer
is solely responsible for its reliance upon the Advisory Services, the Twilio
IP, and the Customer Documentation; and (h) an Affiliate of Twilio may provide
the Advisory Services to Customer, subject to the terms of these Advisory
Services Requirements, provided that such Affiliate of Twilio executes an Order
Form directly with Customer. Twilio will (i) be responsible for its Affiliates’
provision of the Advisory Services and (ii) enforce the terms of these Advisory
Services Requirements, the applicable Advisory Services Package, and the
applicable Order Form on behalf of its Affiliates providing the Advisory
Services.

2.2 Out of Scope Services. The Advisory Services and the Advisory Services
Packages do not include (a) any products and services, including, without
limitation, access to platform services and application programming interfaces,
provided by Twilio under a separate agreement with Customer (“Services”); (b)
the development or deployment of any custom or production code, software,
hardware, or other deliverables or work product on behalf of Customer; (c)
customized integrations with or modifications to the Services; and (d) user
acceptance testing or quality assurance checks.

2.3 Customer Responsibilities. Customer will comply with the terms of these
Advisory Services Requirements, the applicable Advisory Services Package, and
the applicable Order Form. Customer will cooperate reasonably and in good faith
with Twilio Personnel in their provision of the Advisory Services including,
without limitation: (a) providing Twilio Personnel sufficient resources,
knowledgeable employees or staff of Customer, and safe working facilities with
Internet access; (b) timely access to accurate and complete Customer Materials;
(c) timely, accurate, and complete responses to inquiries or requests for
feedback or information from Twilio Personnel; (d) appointing a Customer
representative for each Advisory Services project to serve as a primary point of
contact for Twilio Personnel and to make authorized decisions on behalf of
Customer; and (e) actively participating in scheduled project meetings with
Twilio Personnel. If Customer’s failure to comply with this Section 2.3 prevents
Twilio from providing the Advisory Services, as determined by Twilio in its sole
discretion, Twilio’s obligation to provide the Advisory Services will be excused
until Customer remedies such failure and Twilio will not be responsible for any
delays resulting therefrom. If any delay in the provision of the Advisory
Services is caused by Customer and results in additional fees, Customer will pay
such additional fees.

2.4 Educational Courses. If Customer purchases Advisory Services that are
branded as an educational course (“Course”), Customer must register for a Course
at least five (5) days prior to such Course’s start date. Customer may change
the Course for which it is registered, provided that (a) Customer provides
Twilio with at least seven (7) days prior written notice and (b) the new Course
that Customer selects is equal to or lesser in value to the original Course for
which Customer is registered. If Customer changes to a Course that is of lesser
value than the original Course, Customer will not receive a refund for the
difference between the cost for the new Course and the cost for the original
Course. All Course registration costs are non-refundable. Twilio may cancel or
reschedule a Course at any time for any reason, provided that Twilio notifies
Customer of such cancellation or rescheduling in writing and offers Customer an
alternative Course or an alternative date for a Course. Registered individuals
of Customer participating in a Course are prohibited from (i) recording the
Course and (ii) using the Course, including any materials, content, or learnings
therefrom, for any purpose other than internal training purposes.

3. Ownership and Licenses. Twilio owns all right, title, and interest in and to
the Twilio IP. Any Twilio IP that is starter code or a software component will
be licensed to Customer under the terms of the applicable open source license.
Customer owns all right, title, and interest in and to the Customer Materials
and the Customer Documentation. Customer grants Twilio the right and license to
use the Customer Materials solely as necessary to provide the Advisory Services.

4. Reliance on Advisory Services. THE ADVISORY SERVICES DO NOT CONSTITUTE LEGAL
OR COMPLIANCE ADVICE OR GUIDANCE. CUSTOMER IS SOLELY RESPONSIBLE FOR ITS
RELIANCE UPON THE ADVISORY SERVICES AND CUSTOMER DOCUMENTATION.

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