Twilio updated its Terms of Service on April 10, 2026 to reflect new regional entity assignments and clarifications to service definitions. The revised terms now direct customers in Mexico and Brazil to separate Twilio regional entities (CISA Telecomunicaciones in Mexico and Teravoz Telecom in Brazil) rather than routing them to Twilio Inc., and expanded the definition of Order Form to explicitly include online self-service purchases alongside traditional ordering documents. The terms also removed a prior commitment that Twilio would not materially decrease overall service functionality, replacing it with a simpler statement that services may change over time.
The updated terms now route Twilio service agreements for Mexico and Brazil customers to new regional entities rather than Twilio Inc., which may affect service delivery, dispute resolution venue, and applicable local law. The definition of Order Form was expanded to explicitly include self-service online purchases, clarifying that terms negotiated through Twilio's account interface carry the same contractual weight as traditional executed agreements. The terms also removed language stating that Twilio would not materially decrease overall service functionality, replacing it with a simpler statement that services may change over time, which narrows the operational commitment Twilio makes regarding service stability. You can review the separate agreements that now govern your use based on your regional location.
The regional entity restructuring creates distinct legal counterparties and governing frameworks for Mexico and Brazil customers, affecting dispute resolution and applicable law. The removal of Twilio's commitment to maintain service functionality weakens the operational warranty customers previously had and creates ambiguity about what service changes are permissible, which may affect how organizations that rely on Twilio's stability assess their own service guarantees to downstream customers.
→ If you are located in Mexico or Brazil, contact Twilio to confirm which regional entity is your service counterparty and review applicable governing law and dispute resolution procedures.
→ Review any existing service-level agreements or operational commitments you have made to your own customers about Twilio service stability, as the removal of Twilio's functionality maintenance commitment may require clarification.
→ Mexico and Brazil customers may not be aware of the new regional entity serving them, which could affect dispute resolution venue and applicable law.
→ Organizations relying on Twilio's prior commitment to maintain service functionality will not have that protection under the updated terms, and may face disputes about what service changes constitute impermissible degradation.
Mexico and Brazil customers are now served by new regional Twilio entities (CISA Telecomunicaciones and Teravoz Telecom) rather than Twilio Inc., affecting venue, governing law, and service delivery.
Order Form now explicitly includes self-service online purchases through account interfaces, not just traditional ordering documents.
Removed prior commitment that Twilio would not materially decrease overall service functionality; replaced with simpler language that services may change over time.
This change record describes what was added, removed, or modified in the document. Analysis reflects what the updated agreement states or permits. It does not constitute a legal determination about enforceability. Applicability may vary by jurisdiction. Methodology
Twilio is no longer contractually required to maintain the overall functionality of services as it previously was.
Twilio restructured its regional contracting architecture to establish separate legal entities for Mexico and Brazil service delivery, which may create jurisdictional and venue considerations for customers in those regions and require DPA and vendor contract updates reflecting the new counterparties. The expansion of Order Form to include self-service online purchases formalizes digital ordering workflows as contractually binding, which may require compliance teams to review how online terms are presented and accepted. The removal of the functionality maintenance commitment creates potential ambiguity about what constitutes an impermissible service degradation versus permitted evolution, and may require clarification in customer communications or risk management policies.
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ConductAtlas provides verified policy intelligence sourced directly from platform documents. All analysis is intended to support, not replace, legal and compliance review. Record CA-C-001258.
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