{
  "schema_version": "1.2.0",
  "generated_at": "2026-09-09T01:12:48.605Z",
  "last_modified": "2026-06-23",
  "result": {
    "slug": "segment",
    "name": "Segment",
    "vendor": "Segment",
    "website": "https://www.segment.com",
    "category": "analytics-and-bi",
    "category_name": "Analytics & BI",
    "tags": [],
    "sla_url": "https://www.twilio.com/en-us/legal/service-level-agreement/segment-data-ingestion-api",
    "last_verified": "2026-06-23",
    "sla_status": "termination",
    "sla_status_label": "Termination-only",
    "sla_help_wanted": false,
    "status_page": null,
    "scope": "global",
    "uptime": 99.99,
    "max_credit_percent": 0,
    "max_credit": {
      "kind": "termination",
      "label": "No service credit",
      "value": null,
      "unit": "none"
    },
    "has_automatic_credits": false,
    "min_plan_for_sla": "standard",
    "needs_review": false,
    "default_credit_policy": {
      "calculation": "none",
      "remedy": "termination_refund",
      "max_credit_percent": 0,
      "unit": "percent",
      "note": null,
      "automatic": false,
      "credit_tiers": []
    },
    "claim_process": {
      "deadline_days": 30,
      "deadline_basis": "awareness_date",
      "business_days": false,
      "method": "Written notice to Twilio",
      "url": "https://www.twilio.com/en-us/legal/service-level-agreement/segment-data-ingestion-api",
      "required_evidence": [],
      "review_days": null,
      "credit_application": "No service credits. Remedy is a Special Termination Right with refund of pre-paid fees for the impacted Segment Services, paid within thirty (30) days of the termination effective date."
    },
    "exclusions": [
      "Customer's unauthorized use",
      "General Internet problems, force majeure, or other factors outside Twilio's reasonable control (including DDoS attacks)",
      "Customer's equipment, software, network, or other infrastructure",
      "Third-party systems or acts",
      "Scheduled or emergency maintenance",
      "Non-supported or beta versions of the service"
    ],
    "support": {
      "tiers": [
        "Standard",
        "Advanced",
        "Premium",
        "Premium+",
        "Personalized"
      ],
      "has_24x7": true,
      "fastest_response": "1 hour (P1, Advanced+)",
      "response_is_sla": false,
      "designated_contact": "tam",
      "architecture_review": true,
      "professional_services": true,
      "success_program": true,
      "training": true,
      "pricing": "percent_of_spend",
      "source_url": "https://www.twilio.com/en-us/support-plans/cdp",
      "note": "Premium+ adds a TAM and business reviews; pricing 8-15% of license. Targets, not credit-backed. No phone (the \"Support Escalation Line\" is a labeled feature, not a published number). 24x7 P1 on Advanced+ (Standard business hours); TAM at Premium+. Advisory/jumpstart/resident-architect services. (Now under Twilio CDP support plans.)"
    },
    "support_tiers": [
      {
        "name": "Standard",
        "slug": "standard",
        "price": "Included",
        "sla_eligible": true,
        "response_time": "< 24 hours"
      },
      {
        "name": "Enterprise",
        "slug": "enterprise",
        "price": "Custom",
        "sla_eligible": true,
        "response_time": "< 1 hour"
      }
    ],
    "sla_tiers": [],
    "services": [
      {
        "id": "data-ingestion-api",
        "name": "Segment Data Ingestion API",
        "category": "data-integration",
        "description": "The identify, track, page, screen, group, and alias HTTP endpoints that ingest data the Customer submits to the Segment Services.",
        "sla_url": "https://www.twilio.com/en-us/legal/service-level-agreement/segment-data-ingestion-api",
        "uptime": 99.99,
        "uptime_scope": "global",
        "sla_eligible": true,
        "last_verified": "2026-06-23",
        "credit_policy": null
      }
    ],
    "notes": "Segment is a Monitoring & Observability provider. See the official SLA at [https://www.twilio.com/en-us/legal/service-level-agreement/segment-data-ingestion-api](https://www.twilio.com/en-us/legal/service-level-agreement/segment-data-ingestion-api).\n\nThe Segment SLA covers the Data Ingestion API with a Target Availability of 99.99%, calculated on a calendar-month, per-minute basis. It does not provide service credits; the sole and exclusive remedy is a Special Termination Right (with refund of pre-paid fees for the impacted Segment Services), triggered by a confirmed failure to meet Target Availability in two consecutive months or in any three of six consecutive months. The legacy URL https://segment.com/legal/sla/ now redirects to this Twilio-hosted page.\n\n<!-- Add human-readable notes about Segment's SLA nuances here. -->"
  }
}