Twilio SLACommunications vendor · Uptime guarantee, credits and support
Promise vs reality
Status history since Sep 22, 2025
All incidents, weighted: 99.63% · Downtime- Services with an SLA
- 4/4
- Highest SLA
- 99.99%
- Lowest observed, 365d
- 100%
- Fastest support
- 1 h
Services and tiers
- Twilio APIs (Twilio-branded APIs)Messaging · measured monthly · SLA of Apr 9, 2026
- Standard (all customers)Twilio Services APIs99.95%credit 10% to 10%
- Twilio Enterprise Edition (or Administration Edition bought before Oct 24, 2024)Twilio Services APIs in months the edition is purchased99.99%credit 10% to 10%
- Twilio Flex (Critical Scenarios)Platforms · measured monthly · SLA of Apr 9, 2026
- Flex customersSix Flex Critical Scenarios (agent login, inbound voice, inbound message, outbound voice, transfer, task completion)99.99%credit 5% to 100%
- Twilio Segment Data Ingestion APIObservability · measured monthly · SLA of Feb 27, 2024
- Segment customersidentify, track, page, screen, group and alias endpoints99.99%no credits
- Twilio SendGrid Mail Send APIMessaging · measured monthly · SLA of Apr 9, 2026
- StandardSendGrid Mail Send API99.95%credit 10% to 10%
- Email Deliverability / Experts / Program Management / Strategy Gold packagesSendGrid Mail Send API in months those packages are purchased99.99%credit 10% to 10%
Support response times
PlansFastest first response by plan
- DeveloperFreen/a
- ProductionGreater of $250 minimum or 4% of monthly spend3 h
- BusinessGreater of $1,500 minimum or 6% of monthly spend1 h
- PersonalizedGreater of $5,000 minimum or 8% of monthly spend1 h
- Developer
- All prioritiesEstimated 3 business days (no guarantee)
- Production
- Business criticalGuaranteed 3 business hours
- Degraded serviceGuaranteed 6 business hours
- General issueGuaranteed 9 business hours
- Business
- Business criticalGuaranteed 1 hour (24/7)
- Degraded serviceGuaranteed 2 business hours
- General issueGuaranteed 3 business hours
- Personalized
- Business criticalGuaranteed 1 hour (24/7)
- Degraded serviceGuaranteed 2 business hours
- General issueGuaranteed 3 business hours
Latest incidents
Status page- Sep 23, 2026SMS Delivery Failures from Twilio Alphanumeric Sender IDs to MTN NigeriaSMS, Middle East & AfricaMinor
- Sep 23, 2026Voice Call Failures From a Subset of Twilio Phone Numbers to Multiple Networks in NorwayVoice, EuropeMinor
- Sep 23, 2026SMS Delivery Delays from Twilio to MASS Response AustriaSMS, EuropeMinor
- Sep 23, 2026SMS Delivery Failures from Twilio Alphanumeric Sender Type to Multiple CountriesSMS, EuropeMinor
- Sep 23, 2026SMS Delivery Delays from Twilio Phone Numbers to Tele2 SwedenSMS, EuropeMinor
- Sep 22, 2026Flex UI Realtime Statistics Showing Inaccurate Longest Waiting Task DataFlex InsightsMinor
- Sep 22, 2026Customers Are Unable to See All of Their Free Credits in the Free Unit Tracker in the New Twilio ConsoleOtherMinor
- Sep 22, 2026Messaging Webhook Delays in US1OtherMinor
- Sep 22, 2026SMS Delivery Delays from Twilio Long Codes to Natcom HaitiSMS, Latin AmericaMinor
- Sep 22, 2026User Authentication Identity SNA Failure Increase for Smartfren in IndonesiaVerify Silent Network AuthMinor
- Sep 22, 2026SMS Delivery Delays and Failures from Twilio to Airtel IndiaSMS, APACMinor
- Sep 22, 2026SMS Delivery Delays and Failures From a Subset of Twilio Alphanumeric Sender IDs and Long Codes to Du United Arab EmiratesSMS, Middle East & AfricaMinor
SLA changes
About Twilio
Twilio publishes three SLAs (APIs incl. SendGrid Mail Send, Flex Critical Scenarios, Segment Data Ingestion). Support response guarantees carry a credit: if the monthly average response time for a priority exceeds the guarantee, credit equals the support plan fee for that month (claim within 30 days). Business-hour minutes are nominal. Stytch SLA exists only in order forms.
Twilio Inc. is an American cloud communications company based in San Francisco, California, which provides programmable communication tools for making and receiving phone calls, sending and receiving text messages, and performing other communication functions using its web service APIs. Source
Highest commitment: Twilio APIs (Twilio-branded APIs), 99.99% (Twilio Enterprise Edition (or Administration Edition bought before Oct 24, 2024)).
Summaries of published SLAs; the contract you sign governs. Logos via logo.dev; trademarks belong to their owners.