Twilio (all products)
Commitment: 99.95% uptime per calendar month · file within 30 days from the end of the billing month
Applies to — 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.
| Monthly uptime | Service credit |
|---|---|
| below 99.95% | 10% |
Conditions on a claim
- Unavailability shorter than five continuous minutes does not count toward downtime.“(g) is less than five (5) minutes of continuous unavailability in duration”
- The support ticket's subject line must read “SLA Claim”.““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.“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.“(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 excluded. Terms effective since Apr 9, 2026. Vendor source ↗