Twilio Flex (Critical Scenarios) SLATwilio · Platforms · Twilio · Platforms

• Flex customersSix Flex Critical Scenarios (agent login, inbound voice, inbound message, outbound voice, transfer, task completion)99.99%

  Monthly uptime below, credit of the bill

  1. Below 99.99%5%
  2. Below 99%15%
  3. Below 95%100%

Measured

Minutes in 5-minute intervals during which at least one of six Flex Critical Scenarios is unavailable

Claim window

Within thirty (30) days from the last day of the calendar month

How to claim

Ticket via https://help.twilio.com with subject 'Flex Critical Scenarios SLA Claim'

Credit is against Flex access fees only (active-user portion under User + Usage Pricing); must exceed $1.

• Sep 22, 2026Flex UI Realtime Statistics Showing Inaccurate Longest Waiting Task DataFlex InsightsMinor3 h
• Aug 24, 2026Flex Orchestration Service DisruptionFlex Programmable VoiceMinor51 min
• Aug 18, 2026Flex login errors with SSOv2Flex Agent Desktop, Flex Application PlatformMinor2.5 h
• Jul 20, 2026Flex Ai Create Notes Are Failing Due to High Private Ai LatenciesFlex Application PlatformMinor28 min
• Jul 14, 2026Flex AI Copilot Wrap-up notes and topics classification requests timing out - OpenAI TimeoutsFlex InsightsMinor4.5 h
• Jun 25, 2026Intermittent Issues with Inbound Message Status Updates Across Multiple ChannelsFlex Conversations, SMS, WhatsApp Messaging, Conversations, RCS MessagingMinor85 min
• Jun 1, 2026Flex Ai Copilot Errors While Creating Channel NotesFlex Agent DesktopMinor3 d
• May 27, 2026Twilio Accounts May Not Be Able to Add a Participant to a Conference Using the Create Participant API, or Modify the State of a Conference Participant (Hold, Unhold, Mute, Unmute) via the Participants APIConference US1, Conference AU1, Conference IE1, Flex Programmable VoiceMinor2.2 h
• May 27, 2026Errors With Flex Agent CopilotFlex Agent DesktopMinor2.6 h
• May 27, 2026Processing Delays Within Conversation Intelligence V2Flex Agent Desktop, Conversation IntelligenceMinor2.1 h
• May 8, 2026Degradation to multiple Twilio productsConsole, Verify, Event Streams, Flex Agent Desktop, Debugger & Alarms, Flex Application PlatformMinor8.4 h
• May 2, 2026Flex Insights HR Delayed Gooddata loadsFlex InsightsMinor2.7 h
• May 1, 2026Flex Insights Historical Reporting is observing data load errors while uploading data to Gooddata.Flex InsightsMinor55 min
• Apr 10, 2026Flex AI Copilot Failures Generating NotesFlex Agent DesktopMinor3.7 h
• Mar 30, 2026Flex Insights – Playback Failing for External RecordingsFlex InsightsMinor49 min
• Mar 23, 2026Issues with Authentication in Twilio FlexFlex Application PlatformMinor81 min
• Mar 5, 2026Latency while creating or updating Topics and Disposition Codes with Flex Admin Console in USFlex Admin ConsoleMinor13 h
• Feb 27, 2026Issues with TaskRouter and Flex Insights and RoutingFlex Insights, Flex Routing, TaskRouterMinor10 min
• Feb 12, 2026Intermittently Flex Agents are Unable to Accept Inbound Voice Calls in FlexFlex Agent DesktopMinor16 h
• Feb 11, 2026Sync Core Data Orchestratration Latency SpikeFlex ConversationsMinor1.7 h
• Jan 19, 2026Twilio Console Login and Signup Page Not WorkingConsole, Flex Agent DesktopMinor81 min
• Dec 11, 2025Flex Ui 2.15 Token Refresh Issue Calls DroppingFlex Application PlatformMinor3 d
• Dec 4, 2025Increased Latency and Timeouts Across Roles and RealmsStudio, Event Streams, Flex Application Platform, Flex Admin Console, Flex Routing, OtherMinor3.3 h
• Nov 28, 2025Customers Experiencing High Latency and 500 ErrorsSIP Interface US1, Verify, REST API, Queue US1, Flex Admin Console, TaskRouterMinor46 h
• Nov 28, 2025Intermittent issues with FlexFlex Application PlatformMinor89 min