Twilio APIs (Twilio-branded APIs) SLATwilio · Messaging · Twilio · Messaging
Promise vs reality
Downtime used against the allowance
0 min of major incidents53 min allowed in 365 days
0 major and 6 minor incidents. 4.4 d degraded (not counted).
Major incident minutes per month
Allowed per month: 4.4 min
- Promised
- 99.99%
- Observed, 365d
- 100%
- Major incident time
- 0 min
- Credit on first breach
- 10%
Commitments and credits
- Standard (all customers)Twilio Services APIs99.95%
Monthly uptime below, credit of the bill
- Below 99.95%10%
- Twilio Enterprise Edition (or Administration Edition bought before Oct 24, 2024)Twilio Services APIs in months the edition is purchased99.99%
Monthly uptime below, credit of the bill
- Below 99.99%10%
Terms
- Measured
- Actual Monthly API Availability Percentage = (total minutes in month - unavailable minutes) / total minutes x 100
- Credit cap
- Single 10% credit tier on fees for the affected APIs for the month
- Claim window
- Within thirty (30) days from the last day of the calendar month
- How to claim
- Support ticket via https://help.twilio.com with subject 'SLA Claim', dates/times per status.twilio.com, and documentation
Not covered
- Factors outside Twilio's reasonable control, incl. telecom provider/carrier issues
- Customer or third-party action or inaction
- Scheduled maintenance with at least 24 hours' notice
- Emergency maintenance
- Alpha, beta, preview or limited-release APIs
- Less than five minutes of continuous unavailability
Twilio Services APIs during the calendar months in which Customer has purchased the Twilio Administration Edition (if purchased prior to October 24, 2024) or Twilio Enterprise Edition 99.99%
Credit excludes taxes, carrier fees and third-party charges. Does not cover Segment, Stytch or Flex Critical Scenarios. Credits applied to future amounts, not refunds.
Evidence: incidents, last 365 days
- Aug 4, 2026Elevated 500 Errors on Multiple Twilio APIsProgrammable Messaging APIMinor
- Jun 26, 2026Intermittent 503 Errors at the Message Send EndpointProgrammable Messaging APIMinor
- May 8, 2026Degradation to multiple Twilio productsConsole, Verify, Event Streams, Flex Agent Desktop, Debugger & Alarms, Flex Application PlatformMinor
- Mar 18, 2026High latency impacting sending outgoing messages for Programmable Messaging APIProgrammable Messaging APIMinor
- Mar 5, 2026Programmable Messaging API and Verify API 5xx errorsVerify, Programmable Messaging APIMinor
- Dec 4, 2025Meta OTP Codes Delivery FailureWhatsApp Messaging, Programmable Messaging APIMinor
Other messaging SLAs
ServiceDowntime vs allowed
WarpStream BYOCConfluent99.999% / 99.628%
Twilio APIs (Twilio-branded APIs)Twilio99.99% / 100%
Cloudflare QueuesCloudflare99.9% / 100%
Promised in the SLAObserved on the vendor's status pagePartial historyShortfall
Summaries of published SLAs; the contract you sign governs. Logos via logo.dev; trademarks belong to their owners.