// Trust & Security Report
Twilio Inc.
Customer Engagement Platform (CPaaS, CEP, CDP, Conversational AI)
Certifications held
12
Maturity
Enterprise
Trains on your data
No
Trust center
Yes
// Certification ledger
Each held certification is backed by a verbatim quote from the vendor's own trust or security page. “Not confirmed” means we could not verify it publicly, not that the vendor lacks it.
Verify on twilio.com“SOC 2, Type II — listed under 'Security certifications across Twilio, Segment, and SendGrid'”
Verify on twilio.com“SOC 2, Type I — listed under 'Security certifications across Twilio, Segment, and SendGrid'”
Verify on twilio.com“ISO/IEC 27001:2013 certified — 'All publicly available Twilio services and features are in scope'”
Verify on twilio.com“ISO/IEC 27017:2015 certified — listed under 'Security certifications across Twilio, Segment, and SendGrid'”
Verify on twilio.com“ISO/IEC 27018:2019 certified — listed under 'Security certifications across Twilio, Segment, and SendGrid'”
Verify on twilio.com“Customers that are subject to HIPAA and intend to utilize Twilio's products and services to develop communication workflows containing PHI must execute a Business Associate Addendum (BAA). Customers wishing to sign a BAA with Twilio must have our Security Edition or Enterprise Edition.”
Verify on twilio.com“PCI DSS Level 1 — listed under 'Security certifications across Twilio, Segment, and SendGrid'”
Verify on twilio.com“PCI DSS Level 4 — listed under 'Security certifications across Twilio, Segment, and SendGrid'”
Verify on twilio.com“Twilio centers its privacy program on Binding Corporate Rules (BCRs). These BCRs serve as our global code of conduct, mandating how Twilio Inc. and its group companies process personal data wherever we operate.”
Verify on twilio.com“For practices covered by our DPF certification, contact our U.S.-based third party dispute resolution provider JAMS (free of charge) at https://www.jamsadr.com/DPF-Dispute-Resolution.”
Verify on twilio.com“Collect, store, and use customer data in a way that complies with GDPR and data privacy requirements. — Listed under Twilio Trust products on the Trust Center”
Verify on twilio.com“Maintain compliance with the California Consumer Privacy Act with the ability to manage consumer access and deletion requests at scale. — Listed under Twilio Trust products on the Trust Center”
> Show 1 unconfirmed / not-held certifications
source: twilio.comFedRAMP not mentioned anywhere in Twilio's security or compliance pages.
// Privacy & AI training
Trains on customer data
No
Data processing agreement
Offered
Data region
Primary processing in the United States. EU/UK transfers covered by Standard Contractual Clauses (EU SCCs), UK IDTA, and Binding Corporate Rules. EEA headquarters in Dublin, Ireland (Twilio Ireland Limited). Data Privacy Framework certified. No explicit single-region EU data residency option documented publicly.
Twilio does NOT train on customer data by default. The Conversational Intelligence product has an explicit opt-in data logging feature: 'IF YOU DO NOT AGREE WITH THE TERMS OF THIS ADDENDUM, YOU SHOULD NOT ENABLE THE DATA USE OPTION.' Training on the Twilio Base Model only occurs when a customer explicitly enables the data use option. Customers can disable the option at any time via API and request full data deletion within 30 days. Anonymized/aggregated outputs are excluded from deletion. The general privacy policy lists 'training AI/ML models with performance metrics to optimize network reliability' and 'training AI/ML models to recognize security vulnerabilities' as uses of operational/telemetry data — not customer communications content.
// Security controls
Bug Bounty Program
HackerOne — monetary bounties for eligible severity findings. Separate non-monetary Vulnerability Disclosure Program open to all researchers.
twilio.comPenetration Testing
Regular penetration tests conducted. Reports available: Twilio Pentest Report, SendGrid Pentest Report, Authy Pentest Report with Remediation Schedule — accessible via Trust Center document request.
security.twilio.comEncryption in Transit
TLS v1.2 for Customer Data between applications and services. SendGrid uses opportunistic TLS v1.1 or higher; enforced TLS available.
twilio.comEncryption at Rest
Advanced Encryption Standard (AES) for Customer Data stored in AWS and GCP.
twilio.comAccess Controls
Least-privilege team-based access, MFA required for production environment access, access rights reviewed at least quarterly, employee access revoked immediately on departure.
twilio.comInfrastructure
Multi-region AWS and GCP with fault-independent availability zones. Virtual Private Cloud isolation. Business Continuity / Disaster Recovery test reports available for Flex, SendGrid Email, and SMS.
security.twilio.comBusiness Associate Agreement (BAA)
Available for HIPAA-eligible products; requires Security Edition or Enterprise Edition account tier.
twilio.com// Products & data scope
data: Message content and metadata transits through Twilio infrastructure. PCI DSS Level 1 applicable. SOC 2 Type II in scope. Customer data processed as data processor under DPA.
Core CPaaS offering. A2P 10DLC, STIR/SHAKEN, and CNAM trust features available. HIPAA BAA available with Security/Enterprise edition for qualifying workflows.
data: Email content and recipient data transits SendGrid infrastructure. Separate SOC 2 and pentest reports available. TLS in transit (opportunistic or enforced).
High-volume transactional and marketing email. Separate security documentation stream from core Twilio.
data: Voice call audio and metadata. Conversational Intelligence product can optionally log and analyze call transcripts — requires explicit data-use opt-in for AI training.
Includes Conversation Relay, Conversational Intelligence (formerly Voice Intelligence), and AI agent handoff features.
data: Call transcripts and AI/ML outputs. Data logging for training is opt-in only; customers can delete logged data within 30 days of request.
Governed by separate Conversational Intelligence Data Use Addendum. AI training on Twilio Base Model requires explicit customer opt-in. Anonymized/aggregated outputs survive deletion requests.
data: Unified customer behavioral and profile data. Separate security documentation available (Request Segment security and privacy documents via Trust Center).
Acquired product with its own compliance posture. Same headline certifications apply but customers should request Segment-specific SOC 2 report.
data: Phone numbers, one-time passcodes, identity signals. Fraud prevention use case. PII minimization applies.
Used for 2FA/MFA and fraud prevention. KYC and identity lookup features with carrier and reputation data.
data: Agent-customer interaction data, call recordings, chat transcripts. HIPAA BAA available with qualifying edition. BC/DR test report available.
Enterprise contact center product. Governed by standard DPA; HIPAA eligibility depends on product configuration.
// What to watch
- Cert scope caveat: 'The credentials listed do not apply to every product across Twilio, Segment, and SendGrid' — buyers must verify which specific product is covered before assuming enterprise cert coverage.
- HIPAA BAA requires Security Edition or Enterprise Edition — not available on free or standard tiers.
- Conversational Intelligence AI training is opt-in; however, operational telemetry data (network reliability, security) is used internally for model training under the main Privacy Notice regardless of opt-in.
- Segment CDP has a separate security documentation stream — request Segment-specific SOC 2 report independently.
- Twilio suffered a notable data breach in 2022 (social engineering of employees); the company subsequently strengthened phishing-resistant MFA and access controls. No evidence of repeat incidents.
// At a glance
Pricing model
Pay-as-you-go (per message/call/verification) plus subscription plans. Enterprise plans available. Free trial with no credit card required.
Self-hostable
No
// How we verified this
Every certification marked HELD is confirmed against a verbatim quote on Twilio Inc.'s own trust, security, or privacy pages. We reject certifications claimed only on third-party aggregators, on a cloud host's behalf, or by a similarly named company.
Last verified 2026-06-27. Compliance changes over time. Always confirm directly with the vendor before relying on any certification for a purchasing or compliance decision.
twilio.com