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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 14, 2023



We are updating our terms! This notice is only applicable to you if you have an
account that you created before February 14, 2023, 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
March 15, 2023, 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.

Twilio Terms of Service:

 * If you are domiciled in Brazil, you will now be contracting with Twilio Inc.
   instead of Teravoz Telecom Telecomunicações Ltda. If you are domiciled in
   any country within the European Economic Area or its regions or territories,
   the United Kingdom, Switzerland, Andorra, Vatican City, or Monaco, you will
   be contracting with Twilio Ireland Limited. Please note that pursuant to
   Section 9.1.2 of these Twilio Terms of Service, a Twilio entity that is
   different from your contracting entity may bill you for your use of our
   services.
 * We replaced the definition of Customer Application with a new definition of
   Customer Services to capture products and services you provide to your end
   users and customers that interoperate with our services.
 * We updated the definition of End User to include any user that directly uses
   our services and any user that uses our services as a result of using your
   products and services.
 * We added a new definition of Third Party Services to capture products and
   services that you purchase from Twilio that are provided by a third-party
   service provider under a separate agreement that you have with that
   third-party service provider.
 * We clarified that the definition of Services excludes your products and
   services and any products and services you purchase from Twilio that are
   provided by a third-party service provider. We also clarified that Twilio is
   not responsible for any of these excluded products and services.
 * Twilio is not liable for Customer Services and Third Party Services.
 * If you are domiciled in Monaco, any disputes relating to the Twilio Terms of
   Service will be resolved in accordance with the laws of England and Wales in
   the courts in London, England. Furthermore, any arbitration proceedings, if
   applicable, will also take place in London, England in the English language.
 * We clarified that any of our services, including any information about them,
   that are non-public or private and in beta or otherwise not generally
   available is our confidential information. These particular services may
   contain bugs or functional gaps and are not subject to the Twilio Service
   Level Agreement and Twilio Support Plans and Terms.
 * We added terms that apply if you are joining or participating in any Twilio
   partner program (e.g., Twilio Build, Twilio Showcase, Twilio Segment Select).
   These terms include the conditions, policies, and guides that you must comply
   with in order to be accepted into any Twilio partner program. We also cover
   the right that each party has to use the other party’s names, logo,
   trademarks, and other branding elements. Finally, Twilio may remove you from
   its partner program at any time upon 30 days prior written notice.

Partner Terms of Service: We are updating the Partner Terms of Service such that
it will be merged and replaced with the Twilio Terms of Service. If you are an
existing Twilio partner under the Partner Terms of Service, you will be subject
to, and must comply with, the Twilio Terms of Service as of March 15, 2023,
including Section 10.6 (Partner Program), which covers the necessary terms to
participate in Twilio’s partner program (e.g., Twilio Build, Twilio Showcase,
Segment Select).

Twilio Acceptable Use Policy:

 * We updated the definition of End User to include any users that directly use
   our services.
 * We clarified that you are prohibited from using our services in a manner that
   violates telecommunications providers’ guidelines or requirements.
 * We clarified that the Service and Country Specific Requirements includes
   third-party terms that you must adhere to if you use products and services
   that you purchase from Twilio that are provided by a third-party service
   provider.

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.
 * Advisory Services Requirements: We update the Advisory Services definition to
   include configuration, expert, or implementation services and the Advisory
   Services Package definition to include the packages available at
   https://twil.io/professional-services/offerings. We also added a definition
   for Subcontractors, which are treated similar to Twilio Personnel. We further
   clarified the Twilio IP definition by including technical configuration,
   workflow templates, starter code, and software components, which Twilio owns.
   We modified the perpetual license you had to use Twilio IP such that you now
   have the right to use Twilio IP that is specifically start code or software
   components in accordance with the applicable open-source license. We added a
   disclaimer to inform you that our advisory services do not constitute legal
   or compliance advice or guidance and that you are responsible for any
   reliance on our advisory services.
 * Twilio Segment Customer Data Platform: We updated these Twilio Segment
   Customer Data Platform (CDP) Requirements to incorporate the latest Twilio
   Segment support plans and terms for Twilio Segment's CDP.
 * Twilio SendGrid Email Policy: We updated this Twilio SendGrid Email Policy to
   clarify and add more specificity around affirmative consent and revocation of
   affirmative consent requirements, prohibited content and actions, and email
   deliverability and Twilio SendGrid Email Services performance risks. We also
   added obligations regarding preventing unauthorized access to your account
   and the Twilio SendGrid Email Services and removing that access for your end
   users and customers that violate the Email Policy.

Twilio Data Protection Addendum (DPA):

 * We updated Schedule 3 (Cross Border Transfer Mechanisms) of the DPA to
   reflect that Twilio is now certified under the Asia-Pacific Economic
   Cooperation Cross-Border Privacy Rules (CBRS).
 * We updated the country-specific data privacy terms for Japan in Schedule 4
   (Jurisdiction Specific Terms) of the DPA to align with the Act on the
   Protection of Personal Information more clearly. We also added terms required
   by certain U.S. State privacy laws that went into effect on January 1, 2023,
   to Schedule 4, including the California Consumer Privacy Act (CCPA) that has
   been updated in accordance with the California Privacy Rights Act (CPRA), the
   Virginia Consumer Data Protection Act (VCPDA), the Colorado Privacy Act
   (CPA), the Connecticut Data Privacy Act (CTDPA), and the Utah Consumer
   Privacy Act (UCPA).

Twilio Service Level Agreement:

 * This Twilio Service Level Agreement does not apply to Twilio Engage or
   products and services that are no longer available or supported by Twilio.

Twilio Support Plans and Terms:

 * We updated email support references to web support references. Please submit
   your support ticket via the Twilio Console.
 * These Twilio Support Plans and Terms do not apply to Twilio Engage or
   products and services that are no longer available or supported by Twilio.

Segment Service Level Agreement:

 * The Segment Service Level Agreement applies to Twilio Engage.
 * The Segment Service Level Agreement does not apply to products and services
   that are no longer available or supported by Twilio.
 * Twilio may update the Segment Service Level Agreement from time to time, and
   the then-current version will be available at
   https://www.segment.com/legal/sla.

Segment Support Plans and Terms:

 * We clarified that the priority levels and target response times only apply to
   initial responses to support tickets.
 * Support tickets that are opened with Twilio Segment Support are subject to
   the updated Twilio Segment Support Ticket Submission Terms available at
   https://www.segment.com/legal/support-terms. These updated Twilio Segment
   Support Ticket Submission Terms cover priority level definitions, Twilio’s
   business hours, and escalating support tickets that do not receive an initial
   response within the target response time. Twilio may update these Twilio
   Segment Support Ticket Submission Terms from time to time, and the
   then-current version will be available at
   https://www.segment.com/legal/support-terms.
 * The Segment Support Plans and Terms apply to Twilio Engage.
 * The Segment Support Plans do not apply to products and services that are no
   longer available or supported by Twilio.
 * Twilio may update the Segment Support Plans from time to time, and the
   then-current version will be available at
   https://www.segment.com/support-plans.

Twilio Advisory Services Terms:

 * If you are domiciled in Brazil, you will now be contracting with Twilio Inc.
   instead of Teravoz Telecom Telecomunicações Ltda. If you are domiciled in
   Monaco, you now will be contracting with Twilio Ireland Limited instead of
   Twilio Inc.
 * We update the Advisory Services definition to include configuration, expert,
   or implementation services.
 * We added a definition for Subcontractors, which are treated similar to Twilio
   Personnel.
 * We further clarified the Twilio IP definition by including technical
   configuration, workflow templates, starter code, and software components,
   which Twilio owns.
 * We modified the perpetual license you had to use Twilio IP such that you now
   have the right to use Twilio IP that is specifically start code or software
   components in accordance with the applicable open-source license.
 * We added a warranty that our advisory services will be provided in a
   professional and worklike manner. If we breach that warranty, your recourse
   is to have the non-conforming advisory services re-performed or receive a
   refund for the non-conforming advisory services that cannot be re-performed.
 * We clarified that our advisory services do not constitute legal or compliance
   advice or guidance.
 * We clarified that the assigning party has the right to assign the Twilio
   Advisory Services Terms to another party that is assuming all or part of the
   assigning party’s assets or business.
 * If you are domiciled in Monaco, any disputes relating to the Twilio Advisory
   Services Terms will be resolved in accordance with the laws of England and
   Wales in the courts in London, England. Furthermore, any arbitration
   proceedings, if applicable, will also take place in London, England in the
   English language.

Twilio Privacy Notice:

 * The separate Authy Privacy Notice and Frontline Privacy Notice have been
   merged with and replaced by this Twilio Privacy Notice.
 * We clarified that we do not sell your end users’ personal information to, or
   share your end users’ information with, third parties for cross-context
   behavior advertising.
 * We added that Twilio’s privacy practices, as outlined in this Twilio Privacy
   Notice, comply with the APEC Cross Border Privacy Rules (“CBPR”) and Privacy
   Recognition for Processors (“PRP”) Systems.
 * We clarified that you have the ability to opt out of marketing communications
   from Twilio via updating your communication preferences using an online form.
 * If you are in the United States of America, we clarified the requests you can
   make to Twilio if you would like more information about Twilio’s use of
   Customer Account Data or Customer Usage Data.
 * We added recommended protective measures and guidelines if you use our
   services on a mobile device, and steps to take if that mobile device is lost
   or stolen.
 * We moved the process for handling disputes relating to Twilio’s data
   protection practices to a separate page that is available at
   https://www.twilio.com/legal/privacy/disputes.

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 * 2022

 * 2021

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