Twilio Use Policy

1. Overview

Pantheon uses Twilio to send and receive SMS (text messages) and related communications in connection with our services. This policy describes how we use Twilio, what data is involved, and how we comply with applicable laws and best practices.

2. How We Use Twilio

We use Twilio to:

• Send SMS notifications, verification codes, and reminders to users and clients
• Receive inbound SMS to our business number(s) for support and CRM workflows
• Track message delivery status (e.g., sent, delivered, failed) to improve reliability

3. Data We Process Via Twilio

When using Twilio, we may process:

• Phone numbers (sender and recipient)
• Message content (body of SMS)
• Message identifiers and status (e.g., MessageSid, delivery status)

This data is used only to provide our services, support you, and improve our systems. We do not sell this information. Our use of personal data is also governed by our general Privacy Policy where applicable.

4. Compliance and Consent

We are committed to complying with applicable telecommunications and privacy laws, including:

• TCPA (Telephone Consumer Protection Act) — We obtain consent where required before sending marketing or automated messages and honor opt-out requests.
• Carrier and industry guidelines — We follow Twilio’s acceptable use policies and carrier requirements.

If you receive a message from us and wish to opt out, reply STOP or follow the instructions in the message. We will process opt-outs promptly.

5. Security

We use Twilio’s infrastructure and APIs in a secure manner. Webhook endpoints that receive Twilio callbacks are protected and validated. Message content and phone numbers are stored and transmitted in line with our security practices and are not shared with third parties except as needed to operate the service (e.g., Twilio and our hosting provider).

6. Twilio’s Role

Twilio is our communications platform provider. Twilio’s own privacy policy and terms apply to their processing of data on their systems. For more information, see Twilio’s Privacy Policy and Acceptable Use Policy.

7. Changes and Contact

We may update this Twilio Use Policy from time to time. The “Last updated” date at the top of this page will reflect the latest version. Continued use of our services after changes constitutes acceptance of the updated policy where permitted by law.

If you have questions about our use of Twilio or this policy, please contact us through the contact information provided on our main website or in your account settings.