{ "schema_version": "1.2.0", "generated_at": "2026-09-09T01:12:48.605Z", "last_modified": "2026-06-23", "result": { "slug": "twilio", "name": "Twilio", "vendor": "Twilio", "website": "https://www.twilio.com/en-us", "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": "Customer Support request", "url": "https://help.twilio.com", "required_evidence": [ "\"SLA Claim\" as the support ticket subject", "Dates and times of each instance of unavailable monthly API time", "Documentation of the unavailable API time" ], "review_days": null, "credit_application": "Applied to future amounts payable (not a refund)" }, "exclusions": [ "Scheduled maintenance", "Force majeure events", "Customer misconfigurations", "Free tier services", "Beta features" ], "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": true, "professional_services": true, "success_program": false, "training": true, "pricing": "percent_of_spend", "source_url": "https://www.twilio.com/en-us/support-plans", "note": "Paid tiers priced as flat minimum or % of spend; response times are targets. Phone/chat at Production+; designated TAM only at Personalized; 24x7 is tier-gated (Production+). Phone/chat at Production+; designated TAM only at Personalized; 24x7 is tier-gated (Production+)." }, "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": "Enterprise Edition", "requirement": "Twilio Enterprise Edition", "uptime": 99.99, "max_credit_percent": 10, "sla_url": "https://www.twilio.com/en-us/legal/service-level-agreement/twilio-apis" } ], "services": [ { "id": "conversations", "name": "Twilio Conversations", "category": "messaging", "description": "Multi-channel messaging", "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": "flex", "name": "Twilio Flex", "category": "contact-center", "description": "Cloud contact center", "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": "segment", "name": "Twilio Segment", "category": "cdp", "description": "Customer data 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": "sms", "name": "Twilio SMS", "category": "messaging", "description": "SMS messaging 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": "verify", "name": "Twilio Verify", "category": "identity", "description": "Phone verification", "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": "video", "name": "Twilio Video", "category": "video", "description": "Video calling platform", "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": "voice", "name": "Twilio Voice", "category": "voice", "description": "Programmable voice calls", "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": "whatsapp", "name": "Twilio WhatsApp", "category": "messaging", "description": "WhatsApp Business 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 } ], "notes": "Twilio is a Communication & Collaboration provider. 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" } }