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Credit-backed
Publishes an SLA backed by flat-rate service credits: 99.95% uptime, credits up to 10%.
Source: official SLA ↗ · checked 2026-06-23 · View as JSON
99.95%
Uptime
10%
Max credit
30d
Claim window
Credit
Remedy
Standard
Min plan
How to claim
Submission
Support Ticket · support.sendgrid.com
Deadline
30 days of incident
Review timeline
Not specified
Credit applied
Applied to future amounts payable by Customer
Required evidence: SLA Claim as the support ticket subject, Dates and times of Unavailable Monthly API Time per status.sendgrid.com, Documentation of the Unavailable Monthly API Time
Common exclusions
Circumstances beyond Twilio's reasonable control (e.g. telecom/internet beyond Twilio's network access point)
Customer or third-party acts or omissions (excluding Twilio agents/subcontractors)
Customer equipment, software, or third-party technology outside Twilio's control
Scheduled maintenance (24+ hours notice) and emergency maintenance
Alpha, beta, or limited release APIs
Periods of unavailability lasting less than 5 continuous minutes
Support tiers complementary, not the SLA
Standard
SLA-eligible
Included · Business hours
Enterprise
SLA-eligible
Custom · 24/7
Per-service SLAs · 3
Most platforms commit to SLAs per service, not one blanket number.Service
Category
Uptime
SLA
SendGrid Email API
Transactional email API
Email
99.95%
covered
SendGrid SMTP Relay
SMTP relay service
Email
99.95%
covered
SendGrid Marketing Campaigns
Email marketing platform
Email
99.9%
covered
Notes — SendGrid (Twilio SendGrid) is a Communication & Collaboration provider. Its SLA is now governed by the Twilio APIs Service Level Agreement, which covers the “SendGrid Services API” (the Mail Send API). See the official SLA at https://www.twilio.com/en-us/legal/service-level-agreement/twilio-apis.
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