Twilio terms
Read vendor source (opens in a new tab)Plan coverage
APIs branded Twilio, plus the SendGrid Mail Send API. Segment, Twilio Engage, Stytch-branded services and Flex Critical Scenarios are excluded by name and carry separate agreements.
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
(g) is less than five (5) minutes of continuous unavailability in duration
The support ticket's subject line must read “SLA Claim”.
Source wording
“SLA Claim” as the subject of the support ticket
The credit is 10% of the fees actually incurred for the affected API that month, excluding taxes and carrier surcharges.
Source wording
the API Service Credit calculation excludes the following types of charges: (1) any applicable taxes, levies, duties, or other similar exactions…; (2) any applicable communications service or telecommunication provider (e.g., carrier) fees or surcharges; or (3) any other charges related to, or imposed by, a third party.
Emergency maintenance is excluded regardless of notice given.
Source wording
(e) occurs during Twilio’s emergency maintenance (maintenance that is necessary for purposes of maintaining the integrity or operation of the Services APIs), regardless of the notice provided by Twilio
- Scheduled maintenance is excluded in this record.
Evidence to prepare
- Vendor incident source link
Where to file
Vendor support
Twilio requires a support ticket whose subject is “SLA Claim”, carrying the dates and times of the unavailable minutes (calculated from status.twilio.com) and any supporting documentation.