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Product-Specific Terms for Iterable Platform and Services

Last updated: October 2026

1. Applicability. Additional terms apply to certain features on the Iterable Platform and certain Services. The below terms (“Product-Specific Terms”) govern your use of the Iterable Platform and Services, as applicable. The Product-Specific Terms are incorporated into the Iterable Master Services Agreement (MSA) available at https://iterable.com/legal/master-services-agreement, https://iterable.com/legal/iterable-ireland-master-services-agreement/, or a similar agreement executed between Iterable and Customer, as applicable (collectively, the “Agreement”).

2. Sub-processors. Certain Services described below may be delivered using third-party sub-processors. By using or accessing a Service identified in these Product-Specific Terms, Customer consents to the appointment of the sub-processors associated with that Service as identified on Iterable’s list of sub-processors at https://iterable.com/legal/iterable-sub-processors/, as updated from time to time. 

3. AI Terms of Use. Your use of AI Features is also subject to the Iterable AI Terms of Use at https://iterable.com/legal/ai-terms-of-use/, which are incorporated into these Product-Specific Terms.

4. Usage Data. Iterable uses third-party product analytics and observability tools (e.g., Pendo) within the Iterable Platform to collect information about Authorized Users’ interactions with the Services, such as feature usage, navigation, performance, device and browser information, and error data (“Usage Data”). Iterable uses Usage Data to operate, maintain, secure, troubleshoot, support, and improve the Services, and to deliver in-product guidance and communications. Usage Data is not Customer Content. Iterable processes personal data contained in Usage Data in accordance with its Privacy Policy at https://iterable.com/legal/privacy-policy/.

5. Cross-Channel Orchestration. Certain features may enable Customer to orchestrate delivery across messaging channels, including fallback delivery. Such features are subject to the applicable Enterprise Order, Documentation, usage limitations, fees, and other terms governing the Services under the Agreement.

6. Order of Precedence. Capitalized terms not defined herein will have the meanings outlined in the Agreement. If there is a conflict between any of the documents that form part of the Agreement, the order of precedence shall be: (1) the applicable Enterprise Order; (2) these Product-Specific Terms; (3) the Acceptable Use Policy (“AUP”); then (4) the MSA.

Data Sync

By using or otherwise accessing Data Sync, Customer consents to the appointment of Prequel as a sub-processor. Customer is responsible for (a) providing and maintaining accurate configuration details for its designated destination, including connection credentials, endpoint addresses, and access permissions; (b) the security, availability, and maintenance of its destination environment; (c) all handling, storage, and processing of data after delivery by Iterable to the designated destination; (d) ensuring compatibility between its destination environment and Iterable’s output format and schema as described in the related product documentation; (e) promptly updating connection credentials within the Iterable platform upon any rotation, expiration, or revocation; and (f) ensuring that its designated destination complies with applicable data protection laws, including any restrictions on cross-border data transfers. Data Sync is available for Iterable-supported destination types only, as listed in the product documentation, and Iterable may add or deprecate supported destination types at its discretion upon reasonable notice. Any applicable service level commitments apply to Iterable’s processing and transmission of data and do not extend to availability or performance of Customer’s destination environment. Iterable shall have no liability for any data loss, unauthorized access, delivery failure, or processing failure arising from Customer’s destination environment, misconfiguration, or invalid or expired credentials.

Integrations Hub

1. Sub-Processor. By using or otherwise accessing Integrations Hub, Customer consents to the appointment of Prismatic as a sub-processor.

2. Third-Party Systems. Integrations Hub enables Customer to establish connections between the Iterable Platform and third-party systems selected by Customer (“Connected Systems”). Customer is solely responsible for: (a) evaluating whether a Connected System is appropriate for Customer’s intended use and compliance requirements; (b) providing and maintaining accurate connection credentials, authentication tokens, and access permissions for each Connected System; (c) configuring data mappings, event triggers, and synchronization settings within Integrations Hub; (d) promptly updating or revoking credentials within the Iterable Platform upon any rotation, expiration, or compromise; and (e) ensuring that Customer’s use of each Connected System, including any data transferred to or from the Iterable Platform, complies with applicable laws, the Agreement, and any terms governing the Connected System.

3. Data Flows. Customer acknowledges that use of Integrations Hub may result in the transfer of Customer Content between the Iterable Platform and Connected Systems, including cross-border transfers. Iterable’s obligations with respect to Customer Content apply to data while it is within the Iterable Platform and during transmission by Iterable to a Connected System. Once data is delivered to a Connected System, or once data from a Connected System is processed outside the Iterable Platform, responsibility for that data is governed by Customer’s agreement with the applicable third-party provider.

4. Availability. Integrations Hub supports the Connected Systems listed in the Documentation, and Iterable may add or deprecate supported Connected Systems at its discretion upon reasonable notice. Any applicable service-level commitments apply to the Iterable Platform’s processing and transmission of data and do not extend to the availability or performance of any Connected System.

5. Limitation of Liability. Iterable shall have no liability for any data loss, unauthorized access, delivery failure, or processing failure arising from: (a) a Connected System’s environment, downtime, or API changes; (b) Customer’s misconfiguration of Integrations Hub; or (c) invalid, expired, or compromised credentials.

Nova Suite/Nova Intelligence

1. Applicability. This section applies to Customer’s use of Iterable’s AI-powered features and capabilities that are delivered through, or powered by, Iterable’s Nova orchestration layer (collectively, the “Nova Suite” or “Nova Intelligence”). The Nova Suite includes, without limitation, Nova Agent (Iterable’s conversational AI assistant) and any other AI Features that Iterable designates as part of the Nova Suite in the Documentation.

2. AI Interaction Data. In the course of Customer’s use of the Nova Suite, Iterable collects the inputs submitted by Authorized Users and the corresponding outputs generated by the Nova Suite (collectively, “AI Interaction Data”). AI Interaction Data is Customer Content for purposes of the Agreement.

3. Permitted Use. Iterable may aggregate or de-identify AI Interaction Data such that it no longer reasonably identifies or is linkable to Customer or any individual (“De-Identified Interaction Data”). Iterable may retain, analyze, and use De-Identified Interaction Data to evaluate, improve, and develop the Nova Suite, including analyzing usage patterns and curating evaluation datasets. For clarity, Iterable’s use of De-Identified Interaction Data under this section does not constitute use of Customer Content to train, improve, or develop generalized artificial intelligence or machine learning models made available to other Iterable customers or third parties within the meaning of Section 3.9 (or an equivalent section) of the Agreement.

Iterable SMS

1. Applicability. This section applies to Customer’s use of Iterable’s SMS messaging channel, whether through Iterable-managed SMS services or Customer’s own third-party SMS provider account (“BYOA SMS”), as specified in the applicable Enterprise Order.

2. BYOA SMS. Where Customer uses its own Telnyx or Twilio account rather than Iterable-managed SMS, Customer’s agreement with that provider governs the provider’s processing of Customer Content.

3. Registration and Number Provisioning. Customer is responsible for obtaining and maintaining all telephone numbers and sender IDs used in connection with Iterable SMS, including any number or sender ID transferred, ported, or migrated from another provider, account, or platform, and for completing all applicable carrier and industry registrations (e.g., A2P 10DLC brand and campaign registration and short code approval). Any transfer, port, or migration may require additional documentation, re-registration, amendment, approval, or a new application, depending on the number type, provider, destination, use case, and applicable carrier or industry requirements. Iterable may provide professional services to assist with registration, provisioning, or migration as set forth in the applicable Enterprise Order or as otherwise commercially reasonable, but Customer remains solely responsible for the accuracy of all registration and migration information and for compliance with all applicable requirements before, during, and after the transfer, port, or migration.

4. Customer Compliance Obligations. Customer acknowledges and agrees that it is solely responsible for:

4.1. obtaining and maintaining all required consents from recipients before sending SMS messages, including but not limited to opt-in consent that complies with the Telephone Consumer Protection Act (TCPA), applicable state laws, applicable aggregator and carrier use policies and requirements, and the CTIA Messaging Principles and Best Practices;

4.2. complying with all applicable laws, regulations, and industry guidelines governing SMS messaging in each jurisdiction and region in which Customer sends messages, including the TCPA, CAN-SPAM Act, CASL, and any applicable state, provincial, or international telecommunications or privacy regulations;

4.3. processing opt-out requests (e.g., STOP keyword responses) in compliance with applicable law and carrier requirements, including honoring opt-outs within any timeframe mandated by law or carrier policy;

4.4. complying with the content restrictions and regional limitations described in the Documentation, including Iterable’s Restricted SMS Content and Regions policy and any applicable carrier acceptable use policies; and

4.5. providing required disclosures to recipients regarding message frequency, data rates, opt-out instructions, and Customer’s identity, as required by applicable law or CTIA guidelines.

5. Link Shortening. Iterable provides a built-in link shortening service for SMS messages. By default, shortened links use Iterable’s domain (itbl.co). Customer may configure a custom domain for SMS link shortening. Customer acknowledges that link shortening services are provided for tracking and attribution purposes and that Iterable is not responsible for link deliverability issues arising from carrier or handset filtering of shortened URLs.

6. Message Delivery. Customer acknowledges that SMS registration and availability are subject to the requirements and policies applicable to the relevant sender type, provider, destination, use case, and carrier network. Additional destinations, sender types, routes, carriers, or material changes in use case may require additional documentation, registration, amendment, review, or approval and will not necessarily be enabled automatically. SMS message delivery is subject to carrier network availability, throughput limits, and filtering policies that are outside Iterable’s control. Iterable does not guarantee delivery of any individual SMS message. Carriers are not liable for delayed or undelivered messages.

7. Data Center Restrictions. For EDC-based (European Data Center) Iterable projects, Twilio is not supported as an SMS provider. Customer using EDC-based projects may use Iterable-managed SMS or bring their own Telnyx account.

8. Usage and Charges. SMS usage (including per-message fees, carrier surcharges, and any applicable regulatory fees) is billed in accordance with the applicable Enterprise Order. Customer acknowledges that SMS pricing may vary by destination country, message segment count, and number type. Iterable reserves the right to pass through carrier surcharge increases upon reasonable notice.

9. Limitation of Liability. Iterable shall have no liability for: (a) any fines, penalties, or legal claims arising from Customer’s failure to obtain proper consent or comply with applicable laws and regulations governing SMS messaging; (b) message delivery failures attributable to carrier networks, handset limitations, or recipient-side blocking; or (c) message content composed or directed by Customer.

Iterable RCS

1. Sender Verification. Customer is responsible for completing all required registration and verification for its RCS verified sender (e.g., Google Business Communications verification) and providing accurate business information. Customer must promptly notify Iterable of changes that may affect its verified status.

2. Sender Approval and Availability. RCS sender approval and availability are limited to the sender profile, destination(s), use case, and supported carrier networks covered by the applicable registration and approval process. Approval or availability does not automatically extend to additional countries, destinations, carriers, networks, devices, routes, or use cases. Customer may be required to submit additional information, applications, disclosures, or compliance materials and obtain additional review or approval before using RCS in an additional destination or over a newly supported carrier network. RCS availability and delivery are subject to supported devices, network conditions, carrier policies, platform requirements, and applicable law, each of which may change from time to time.

3. Customer Compliance Obligations. In addition to its obligations under the Agreement and the AUP, Customer is solely responsible for: (a) obtaining and maintaining all consents required by applicable law before sending RCS messages; (b) complying with applicable RCS platform policies, including content guidelines and acceptable use requirements, as updated by the platform provider; (c) honoring opt-out requests in compliance with applicable law and platform requirements; and (d) ensuring that rich media content included in RCS messages complies with applicable content policies and platform specifications.

4. Link Shortening. Iterable provides a built-in link shortening service for RCS messages. By default, shortened links use Iterable’s domain (itbl.co). Customer may configure a custom domain for RCS link shortening. Customer acknowledges that link shortening services are provided for tracking and attribution purposes and that Iterable is not responsible for link deliverability issues arising from carrier or handset filtering of shortened URLs.

5. Usage and Charges. RCS usage is billed in accordance with the applicable Enterprise Order. Pricing may vary by launch country and message type.

Stored Messages

1. Message Storage Service
1.1. Customer Responsibilities for Data Retention and Compliance. Customer acknowledges and agrees that upon transfer and storage of messages within Customer’s designated private cloud storage infrastructure, Customer shall be solely responsible for:
1.1.a. implementing and maintaining appropriate data retention policies and timeframes in accordance with applicable laws and regulations;
1.1.b. ensuring compliance with all applicable privacy laws, data protection regulations, and industry standards relating to the stored messages; and
1.1.c. implementing appropriate access controls, security measures, and audit procedures for all stored message data.
1.2. Message Storage Service Limitations. Iterable’s obligations and responsibilities under any applicable privacy laws or regulations with respect to messages shall cease upon successful transmission of such messages to Customer’s designated private cloud storage destination. Following such transmission, Customer assumes full responsibility for all privacy law compliance obligations relating to the stored messages.
1.3. GDPR Endpoint Exclusion. Customer acknowledges and agrees that Iterable’s GDPR endpoint and related data subject rights processing capabilities do not apply to messages stored within Customer’s designated private cloud storage infrastructure. Customer shall be solely responsible for complying with all requests under relevant privacy laws, including but not limited to data subject access requests, deletion requests, and rectification requests, relating to messages stored within Customer’s private cloud storage environment.
2. Customer Credential And Storage Bucket Responsibility
2.1. Customer Credential Responsibility. Customer shall provide Iterable with accurate and current private cloud storage bucket credentials and destination information. Customer acknowledges and agrees that Customer bears sole responsibility for:
2.1.a. ensuring the accuracy and appropriateness of all provided credentials and destination information;
2.1.b. any consequences arising from incorrect, outdated, or inappropriate credential information provided to Iterable; and
2.1.c. any unauthorised access to personally identifiable information or other sensitive data resulting from Customer’s provision of incorrect destination information.
2.2. Bucket Provision Requirement. Customer must provide Iterable with access to a private cloud storage bucket designated for message storage purposes. Customer acknowledges that Iterable will transfer copies of all messages for selected channels to the designated private cloud storage bucket.
2.3. Public Accessibility Risk. Customer acknowledges that whilst Iterable shall make a good faith effort to confirm Customer’s ownership of the designated storage bucket, it remains possible for Customer to provide credentials to a bucket that is publicly accessible or otherwise inadequately secured. Customer assumes full responsibility for any data breaches, data exposure, data loss, unauthorised disclosure, security incident or unauthorised access resulting from the provision of credentials to publicly accessible or inadequately secured storage destinations.
2.4. Iterable Validation Efforts. Whilst Iterable shall make good faith efforts to validate Customer’s ownership of designated storage destinations, Customer acknowledges that such validation efforts are limited in scope and Customer remains ultimately responsible for the accuracy and appropriateness of all provided credential and destination information.
3. Message Storage Retry Limitations And Outage Risks
3.1. Retry Period. Iterable shall attempt to retry failed message storage attempts for a maximum period of seven (7) days (retried at eight (8) hour intervals) from the initial failed attempt. Customer acknowledges that:
3.1.a. Iterable’s retry obligations are limited to this seven (7) day period;
3.1.b. messages that cannot be stored due to storage connectivity issues, credential failures, or other technical impediments may be permanently lost after this retry period expires; and
3.1.c. Customer may be unable to produce messages sent during any storage outage period for audit, compliance, or regulatory purposes.
3.2. Prolonged Outage Risk. Customer acknowledges that instances of prolonged system outages, extended connectivity failures, or other technical disruptions may result in messages failing to be saved and being lost permanently. In such circumstances, Customer may be unable to produce such messages if subsequently required for audit, compliance, regulatory, or legal purposes.
3.3. Customer Risk Assumption. Customer expressly assumes all risks associated with potential non-compliance, audit failures, or regulatory violations that may result from Iterable’s inability to store messages within the designated retry period or during prolonged outages as described in this clause 3.
4. Storage Cost. Customer acknowledges and agrees that all cloud storage costs, including but not limited to write operations, storage fees, and data transfer charges, shall be borne solely by Customer as storage occurs within their private cloud storage instance.