Does Segment offer a service-level agreement (SLA)?

Segment states an availability target, but the only remedy if it is missed is contract termination (with or without a refund) — there are no service credits.

What is Segment's uptime commitment?

Segment's headline uptime commitment is 99.99%, generally measured per month.

How do I claim Segment SLA credits?

Not applicable: Segment does not offer SLA service credits on its standard terms.

Vendors › Segment

SLA Profile

Segment

Analytics & BI ·segment.com ↗ ·verified 2026-06-23

Official SLA ↗

⚠

Termination-only

Publishes an SLA whose only remedy for a missed commitment is contract termination, not a service credit.

Source: official SLA ↗ · checked 2026-06-23 · View as JSON

99.99%

Uptime

—

Max credit

30d

Claim window

Term + refund

Remedy

Standard

Min plan

How to claim

Submission Written notice to Twilio · twilio.com/en-us/legal/service-level-agreement/segment-data-ingestion-api

Deadline 30 days of incident

Review timeline Not specified

Credit applied No service credits. Remedy is a Special Termination Right with refund of pre-paid fees for the impacted Segment Services, paid within thirty (30) days of the termination effective date.

Common exclusions

Customer's unauthorized use

General Internet problems, force majeure, or other factors outside Twilio's reasonable control (including DDoS attacks)

Customer's equipment, software, network, or other infrastructure

Third-party systems or acts

Scheduled or emergency maintenance

Non-supported or beta versions of the service

Support tiers complementary, not the SLA

Standard SLA-eligible

Included · Business hours

Enterprise SLA-eligible

Custom · 24/7

Per-service SLAs · 1

Most platforms commit to SLAs per service, not one blanket number.

Service

Category

Uptime

SLA

Segment Data Ingestion API

The identify, track, page, screen, group, and alias HTTP endpoints that ingest data the Customer submits to the Segment Services.

Data Integration

99.99%

covered

Notes — Segment is a Monitoring & Observability provider. See the official SLA at https://www.twilio.com/en-us/legal/service-level-agreement/segment-data-ingestion-api. The Segment SLA covers the Data Ingestion API with a Target Availability of 99.99%, calculated on a calendar-month, per-minute basis. It does not provide service credits; the sole and exclusive remedy is a Special Termination Right (with refund of pre-paid fees for the impacted Segment Services), triggered by a confirmed failure to meet Target Availability in two consecutive months or in any three of six consecutive months. The legacy URL https://segment.com/legal/sla/ now redirects to this Twilio-hosted page.

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