SendGrid terms
Read vendor source (opens in a new tab)Plan coverage
The SendGrid Web API v3 Mail Send endpoint only. Other SendGrid products, including Marketing Campaigns and the Email Validation API, are not covered by any SLA.
Uptime & credits
- Recorded target
- 99.95%
- Measurement window
- Calendar month
Service-credit tiers
| Uptime below | Credit rate |
|---|---|
| 99.95% | 10% |
Check the source for eligible charges, calculation rules and caps. These rates are not an estimated payout.
Filing deadline
30 calendar days after the billing cycle ends
Check the conditions below for any earlier support-notification requirement.
Conditions & exclusions
Unavailability shorter than five continuous minutes does not count toward downtime.
Source wording
less than five (5) minutes of continuous unavailability
The support ticket's subject line must read “SLA Claim”.
Source wording
“SLA Claim” as the subject of the support ticket
Credits are never paid as cash.
Source wording
The API Service Credits are not available in the form of refunds.
- Scheduled maintenance is excluded in this record.
Evidence to prepare
- Vendor incident source link
Where to file
Vendor support
SendGrid claims go to Twilio support for the SendGrid Services API, with “SLA Claim” as the ticket subject and the dates and times of the unavailable minutes attached.