Law Enforcement Guidelines

These guidelines are intended for government agencies or official representatives of government agencies. This process is not intended for requests for information by Dialpad customers, Dialpad customers’ end users, civil litigants, or criminal defendants.

How do I submit a request?

For prompt processing, submit all law enforcement requests via email to legal@dialpad.com.

If your agency must submit requests via mail or in person, our address is 12935 Alcosta Blvd. #559 San Ramon, CA 94583. If you are submitting your request via mail or in-person, please inform our legal team by emailing legal@dialpad.com

Please note: Requests received by post are subject to additional processing time. Acceptance of legal process by any of these means is for convenience and does not waive any objections, including lack of jurisdiction or proper service.

Requirements for submitting a legal request

Dialpad will only respond to requests for customer data that are

  • sent by a law enforcement agency or official government entity via their official domain (e.g. a .gov email)
  • include a valid and enforceable legal process (e.g., a subpoena, court order, or search warrant) that legally compels Dialpad to produce the information requested
  • contain the name and contact information of the individual law enforcement agent or government representative who is authorized to serve the request
  • state with particularity the categories of records being requested, or information sought
  • include sufficient information regarding the customer account, such as a phone number or account identifier, in order for Dialpad to identify the customer accounts(s) at issue and,
  • indicate the specific time period for which information is requested

Legal Process Requirements

Dialpad will disclose customer information in accordance with our Terms of Service, Privacy Policy, and applicable law. A valid search warrant issued under the procedures described in the Federal Rules of Criminal Procedure or equivalent state warrant procedures upon a showing of probable cause is required to compel Dialpad to provide the contents of communications sent or received through Dialpad products or services.

Dialpad’s Intent to Disclose Receipt of Request

Per Dialpad’s Privacy Policy, we will use reasonable efforts to provide notice to our customer when we respond to a request for their information unless we are explicitly prohibited from doing so by law.

Law enforcement or other official government agencies that do not want Dialpad to notify our customer of their request should include a court order or reference to other legal authority that bars Dialpad from disclosing the existence of the request to our customer.

If your request for information draws Dialpad’s attention to a violation of our Terms of Service or Acceptable Use Policy, Dialpad will take action to prevent further abuse, which may alert the customer to Dialpad’s awareness of its misconduct. Your request should explicitly include instruction to Dialpad to not take action if you wish to prevent potential awareness on the part of Dialpad’s customer(s).

Requirements for Dialpad to Respond to an Exigent Request

For Dialpad to process an emergency disclosure request, the request must:

  • be in writing (submitted through email);
  • be sent by a law enforcement agency or official government representative sent via a registered email domain;
  • be issued due to a legitimate belief that there exists a danger of death or serious physical injury to a person that Twilio may have information necessary to prevent;
  • include the nature of the emergency that requires disclosure, without delay, of the customer information requested;
  • explain how the information sought will help avert the threatened death or serious physical injury and why normal disclosure processes would be insufficient or untimely in light of the deadline requested;
  • contain the name and contact information of the individual law enforcement or authorized government agent serving the request;
  • state with particularity the categories of records or information sought;
  • include sufficient information regarding the customer account, such as a phone number or account identifier, in order for Twilio to identify the customer account(s) at issue; and
  • indicate the specific time period for which customer information is requested.

Note: Per Dialpad’s Privacy Policy, we will use reasonable efforts to provide notice to our customer when we receive a request for their information unless we are explicitly prohibited from doing so by law.

What services does Dialpad provide?

Dialpad is an Ai-powered cloud communication platform that allows customers to text and video chat with their contacts through our Dialpad Talk, Sell, Contact Center and Dialpad UberConference platforms. [Each of these products includes basic and advanced telecommunications features like SMS/messaging, call recording and transcription, voicemail…..Dialpad customers have access to all standard Dialpad features, including voicemail,SMS/MMS, call forwarding, call merge, voicemail, transcription, Vi (Voice Intelligence real time transcription and analytics), and call recording.

To find out more about our products, please see https://www.dialpad.com/products/

What types of customer information does Dialpad have?

Other than our customer names, contact information, billing information, and types and length of service, the particular categories of other customer information that Dialpad has depends on which Dialpad products and services the customer uses. Dialpad generally has telephony metadata origination and destination of calls or messages and the duration of calls. In some instances, Dialpad may also have the content of communications sent or received through the service. Dialpad makes much of its customers data accessible to its customers themselves to download, so Dialpad encourages law enforcement or government agencies to obtain Dialpad’s customer data directly from our customers whenever possible.


Additional information

Preservation Requests

Dialpad does not guarantee the existence or retention of particular customer information in the ordinary course of business.

However, Dialpad will preserve any customer information in its possession in response to a formal and valid request from a law enforcement agency that includes a specific time range.

Dialpad will not produce records to the law enforcement agency without service of proper and valid legal process (e.g., subpoena, court order or warrant).

Preservation requests must:

  • be in writing;
  • be sent by a law enforcement agency or official government entity via an official email domain;
  • contain the name and contact information of the individual law enforcement agent or authorized government agent serving the request;
  • state with particularity the categories of records or information sought;
  • include sufficient information regarding the customer account, such as a phone number or account identifier, for Dialpad to identify the customer account(s) at issue; indicate the specific time period for which customer information is requested; and
  • be limited to only that customer information which you intend to obtain legal process to receive

Note: Per Dialpad’s Privacy Policy, we will use reasonable efforts to provide notice to our customer when we receive a request for their information unless we are explicitly prohibited from doing so by law. Dialpad may notify the user of the preservation request unless explicitly prohibited from doing so by statute, subpoena or court or administrative order.

Pen Registers, Trap & Trace, and CALEA Orders

Dialpad can provide call log (metadata) information via a subpoena or via a pen/trap order. Dialpad can also provide real time intercept capabilities under a suitable authorization.

Reimbursement for Requests

Dialpad reserves the right to seek reimbursement for costs in responding to unusual or burdensome requests. Twilio will not seek reimbursement for costs associated with responding to emergency requests or requests relating to child endangerment.

Response Time

Dialpad typically responds to valid requests for information within two business weeks. However, response times may take longer than two business weeks depending on the complexity and scope of the request.

If you require an expedited response, the required response deadline should be stated clearly in both the submission documentation and the formal request itself.

These guidelines are regularly reviewed by Dialpad and are subject to change at our discretion.