{
  "schema_version": "1.2.0",
  "generated_at": "2026-09-09T01:12:48.605Z",
  "last_modified": "2026-06-23",
  "result": {
    "slug": "sendgrid",
    "name": "SendGrid",
    "vendor": "SendGrid",
    "website": "https://www.sendgrid.com",
    "category": "communication-and-collaboration",
    "category_name": "Communication & Collaboration",
    "tags": [],
    "sla_url": "https://www.twilio.com/en-us/legal/service-level-agreement/twilio-apis",
    "last_verified": "2026-06-23",
    "sla_status": "credit",
    "sla_status_label": "Credit-backed",
    "sla_help_wanted": false,
    "status_page": null,
    "scope": "global",
    "uptime": 99.95,
    "max_credit_percent": 10,
    "max_credit": {
      "kind": "capped",
      "label": "10%",
      "value": 10,
      "unit": "percent"
    },
    "has_automatic_credits": false,
    "min_plan_for_sla": "standard",
    "needs_review": false,
    "default_credit_policy": {
      "calculation": "flat",
      "remedy": "credit",
      "max_credit_percent": 10,
      "unit": "percent",
      "note": null,
      "automatic": false,
      "credit_tiers": [
        {
          "below": 99.95,
          "credit": 10
        }
      ]
    },
    "claim_process": {
      "deadline_days": 30,
      "deadline_basis": "end_of_calendar_month",
      "business_days": false,
      "method": "Support Ticket",
      "url": "https://support.sendgrid.com",
      "required_evidence": [
        "SLA Claim as the support ticket subject",
        "Dates and times of Unavailable Monthly API Time per status.sendgrid.com",
        "Documentation of the Unavailable Monthly API Time"
      ],
      "review_days": null,
      "credit_application": "Applied to future amounts payable by Customer"
    },
    "exclusions": [
      "Circumstances beyond Twilio's reasonable control (e.g. telecom/internet beyond Twilio's network access point)",
      "Customer or third-party acts or omissions (excluding Twilio agents/subcontractors)",
      "Customer equipment, software, or third-party technology outside Twilio's control",
      "Scheduled maintenance (24+ hours notice) and emergency maintenance",
      "Alpha, beta, or limited release APIs",
      "Periods of unavailability lasting less than 5 continuous minutes"
    ],
    "support": {
      "tiers": [
        "Developer",
        "Production",
        "Business",
        "Personalized"
      ],
      "has_24x7": true,
      "fastest_response": "1 hour (P1, Business+ — 24/7)",
      "response_is_sla": false,
      "designated_contact": "tam",
      "architecture_review": false,
      "professional_services": true,
      "success_program": false,
      "training": false,
      "pricing": "percent_of_spend",
      "source_url": "https://www.twilio.com/en-us/support-plans",
      "note": "Personalized tier adds a named TAM; pricing 4-8% of monthly spend. Targets, not credit-backed. Covered by Twilio support plans; phone/chat at Production+, designated TAM only at Personalized. 24x7 is tier-gated. Covered by Twilio support plans; phone/chat at Production+, designated TAM only at Personalized. 24x7 is tier-gated."
    },
    "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": [
      {
        "name": "Premium email package",
        "requirement": "Qualifying SendGrid premium email package",
        "uptime": 99.99,
        "max_credit_percent": 10,
        "sla_url": "https://www.twilio.com/en-us/legal/service-level-agreement/twilio-apis"
      }
    ],
    "services": [
      {
        "id": "email-api",
        "name": "SendGrid Email API",
        "category": "email",
        "description": "Transactional email API",
        "sla_url": "https://www.twilio.com/en-us/legal/service-level-agreement/twilio-apis",
        "uptime": 99.95,
        "uptime_scope": "global",
        "sla_eligible": true,
        "last_verified": "2026-06-23",
        "credit_policy": null
      },
      {
        "id": "marketing",
        "name": "SendGrid Marketing Campaigns",
        "category": "email",
        "description": "Email marketing platform",
        "sla_url": "https://www.twilio.com/en-us/legal/service-level-agreement/twilio-apis",
        "uptime": 99.9,
        "uptime_scope": "global",
        "sla_eligible": true,
        "last_verified": "2026-06-23",
        "credit_policy": null
      },
      {
        "id": "smtp",
        "name": "SendGrid SMTP Relay",
        "category": "email",
        "description": "SMTP relay service",
        "sla_url": "https://www.twilio.com/en-us/legal/service-level-agreement/twilio-apis",
        "uptime": 99.95,
        "uptime_scope": "global",
        "sla_eligible": true,
        "last_verified": "2026-06-23",
        "credit_policy": null
      }
    ],
    "notes": "SendGrid (Twilio SendGrid) is a Communication & Collaboration provider. Its SLA is now governed by the Twilio APIs Service Level Agreement, which covers the \"SendGrid Services API\" (the Mail Send API). See the official SLA at [https://www.twilio.com/en-us/legal/service-level-agreement/twilio-apis](https://www.twilio.com/en-us/legal/service-level-agreement/twilio-apis).\n\n<!-- Add human-readable notes about SendGrid's SLA nuances here. -->"
  }
}