{
  "slug": "twilio",
  "name": "Twilio",
  "vendor": "Twilio",
  "website": "https://www.twilio.com",
  "category": "communication-and-collaboration",
  "category_name": "Communication & Collaboration",
  "tags": [],
  "sla_url": "https://www.twilio.com/legal/service-level-agreement",
  "last_verified": "2025-12-20",
  "status_page": null,
  "scope": "global",
  "default_credit_policy": {
    "calculation": "tiered",
    "remedy": "credit",
    "max_credit_percent": 100,
    "automatic": false,
    "credit_tiers": [
      {
        "below": 99.95,
        "credit": 10
      },
      {
        "below": 99,
        "credit": 25
      },
      {
        "below": 95,
        "credit": 100
      }
    ]
  },
  "claim_process": {
    "deadline_days": 30,
    "deadline_basis": "incident_date",
    "business_days": false,
    "method": "Support Console",
    "url": "https://www.twilio.com/console/support",
    "required_evidence": [
      "Account ID",
      "Affected services",
      "Incident timestamps",
      "Impact description"
    ],
    "review_days": 15,
    "credit_application": "Applied to next invoice"
  },
  "exclusions": [
    "Scheduled maintenance",
    "Force majeure events",
    "Customer misconfigurations",
    "Free tier services",
    "Beta features"
  ],
  "support_tiers": [
    {
      "name": "Standard",
      "slug": "standard",
      "price": "Included",
      "sla_eligible": true,
      "response_time": "< 24 hours"
    },
    {
      "name": "Enterprise",
      "slug": "enterprise",
      "price": "Custom",
      "sla_eligible": true,
      "response_time": "< 1 hour"
    }
  ],
  "services": [
    {
      "id": "conversations",
      "name": "Twilio Conversations",
      "category": "messaging",
      "description": "Multi-channel messaging",
      "sla_url": "https://www.twilio.com/legal/service-level-agreement",
      "uptime": 99.95,
      "uptime_scope": "global",
      "sla_eligible": true,
      "credit_policy": null
    },
    {
      "id": "flex",
      "name": "Twilio Flex",
      "category": "contact-center",
      "description": "Cloud contact center",
      "sla_url": "https://www.twilio.com/legal/service-level-agreement",
      "uptime": 99.95,
      "uptime_scope": "global",
      "sla_eligible": true,
      "credit_policy": null
    },
    {
      "id": "segment",
      "name": "Twilio Segment",
      "category": "cdp",
      "description": "Customer data platform",
      "sla_url": "https://www.twilio.com/legal/service-level-agreement",
      "uptime": 99.9,
      "uptime_scope": "global",
      "sla_eligible": true,
      "credit_policy": null
    },
    {
      "id": "sms",
      "name": "Twilio SMS",
      "category": "messaging",
      "description": "SMS messaging API",
      "sla_url": "https://www.twilio.com/legal/service-level-agreement",
      "uptime": 99.95,
      "uptime_scope": "global",
      "sla_eligible": true,
      "credit_policy": null
    },
    {
      "id": "verify",
      "name": "Twilio Verify",
      "category": "identity",
      "description": "Phone verification",
      "sla_url": "https://www.twilio.com/legal/service-level-agreement",
      "uptime": 99.95,
      "uptime_scope": "global",
      "sla_eligible": true,
      "credit_policy": null
    },
    {
      "id": "video",
      "name": "Twilio Video",
      "category": "video",
      "description": "Video calling platform",
      "sla_url": "https://www.twilio.com/legal/service-level-agreement",
      "uptime": 99.95,
      "uptime_scope": "global",
      "sla_eligible": true,
      "credit_policy": null
    },
    {
      "id": "voice",
      "name": "Twilio Voice",
      "category": "voice",
      "description": "Programmable voice calls",
      "sla_url": "https://www.twilio.com/legal/service-level-agreement",
      "uptime": 99.95,
      "uptime_scope": "global",
      "sla_eligible": true,
      "credit_policy": null
    },
    {
      "id": "whatsapp",
      "name": "Twilio WhatsApp",
      "category": "messaging",
      "description": "WhatsApp Business API",
      "sla_url": "https://www.twilio.com/legal/service-level-agreement",
      "uptime": 99.95,
      "uptime_scope": "global",
      "sla_eligible": true,
      "credit_policy": null
    }
  ],
  "notes": "Twilio is a Communication & Collaboration provider. See the official SLA at [https://www.twilio.com/legal/service-level-agreement](https://www.twilio.com/legal/service-level-agreement).\n\n<!-- Add human-readable notes about Twilio's SLA nuances here. -->"
}