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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
Customer Support request · help.twilio.com
Deadline
30 days of incident
Review timeline
Not specified in SLA
Credit applied
Applied to future amounts payable (not a refund)
Required evidence: "SLA Claim" as the support ticket subject, Dates and times of each instance of unavailable monthly API time, Documentation of the unavailable API time
Common exclusions
Scheduled maintenance
Force majeure events
Customer misconfigurations
Free tier services
Beta features
Support tiers complementary, not the SLA
Standard
SLA-eligible
Included · Business hours
Enterprise
SLA-eligible
Custom · 24/7
Per-service SLAs · 8
Most platforms commit to SLAs per service, not one blanket number.Service
Category
Uptime
SLA
Twilio Conversations
Multi-channel messaging
Messaging
99.95%
covered
Twilio Flex
Cloud contact center
Contact Center
99.95%
covered
Twilio SMS
SMS messaging API
Messaging
99.95%
covered
Twilio Verify
Phone verification
Identity
99.95%
covered
Twilio Video
Video calling platform
Video
99.95%
covered
Twilio Voice
Programmable voice calls
Voice
99.95%
covered
Twilio WhatsApp
WhatsApp Business API
Messaging
99.95%
covered
Twilio Segment
Customer data platform
CDP
99.9%
covered
Notes — Twilio is a Communication & Collaboration provider. See the official SLA at https://www.twilio.com/en-us/legal/service-level-agreement/twilio-apis.
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