Vendors › Twilio
Twilio SLA
99.95%
Uptime commitment
100%
Max service credit
30d
Claim window
Manual
Credit application
standard
Min plan for SLA
Service credit policy
Calculation: tiered · Remedy: credit · Max 100%
| If monthly uptime falls below | Service credit |
|---|---|
| 99.95% | 10% |
| 99% | 25% |
| 95% | 100% |
How to claim
| Submission method | Support Console — twilio.com/console/support ↗ |
|---|---|
| Deadline (submission) | 30 days — Submit within 30 days of incident |
| Review timeline | 15 business days |
| Credit applied | Applied to next invoice |
Required evidence: Account ID, Affected services, Incident timestamps, Impact description.
Services (8)
| Service | Category | Uptime | SLA |
|---|---|---|---|
| Twilio Conversations Multi-channel messaging | Messaging | 99.95% | eligible |
| Twilio Flex Cloud contact center | Contact Center | 99.95% | eligible |
| Twilio Segment Customer data platform | CDP | 99.9% | eligible |
| Twilio SMS SMS messaging API | Messaging | 99.95% | eligible |
| Twilio Verify Phone verification | Identity | 99.95% | eligible |
| Twilio Video Video calling platform | Video | 99.95% | eligible |
| Twilio Voice Programmable voice calls | Voice | 99.95% | eligible |
| Twilio WhatsApp WhatsApp Business API | Messaging | 99.95% | eligible |
Support tiers
| Tier | Price | SLA-eligible | Availability |
|---|---|---|---|
| Standard | Included | Yes | Business hours |
| Enterprise | Custom | Yes | 24/7 |
Common exclusions
- Scheduled maintenance
- Force majeure events
- Customer misconfigurations
- Free tier services
- Beta features
Notes
Twilio is a Communication & Collaboration provider. See the official SLA at https://www.twilio.com/legal/service-level-agreement.
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