Benefits
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Guaranteed response
Guaranteed response times depend on an inquiry's priority level. Your most critical issues will immediately move to the top of the list.
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24/7 live chat, phone, and web support
We offer 24/7 support for all your mission-critical services with a paid support plan, including messaging, phone, and voice products. Contact the support team anytime via phone, the web, or live chat for immediate help on any day.
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Technical account manager
A named technical account manager that knows your setup and history, so no time is wasted in fixing problems that come up.
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Flexible plans
Like everything else at Twilio, you have freedom to choose. Our flexible plans are designed to scale to meet your needs—and you can always upgrade as your needs change. It's that simple.
From free to enterprise-scale
Every account gets the free Developer plan with Twilio-grade web support out of the box. Explore all the additional features available with a paid plan.
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Developer |
Production |
Business |
Personalized |
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Price per month |
Free |
Greater of $250 minimum or 4% of monthly spend |
Greater of $1,500 minimum or 6% of monthly spend |
Greater of $5,000 minimum or 8% of monthly spend |
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Available for Twilio Segment |
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Guaranteed response time |
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Business critical |
Estimated within 72 hours |
Guaranteed 3 business hours |
Guaranteed 1 hour (24/7) |
Guaranteed 1 hour (24/7) |
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Degraded service |
Estimated within 72 hours |
Guaranteed 6 business hours |
Guaranteed 2 business hours |
Guaranteed 2 business hours |
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General issue |
Estimated within 72 hours |
Guaranteed 9 business hours |
Guaranteed 3 business hours |
Guaranteed 3 business hours |
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Web support |
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API status notifications |
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Phone support |
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Live Chat support |
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Technical account manager |
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Support Escalation Line |
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Periodic reviews |
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Support Credits. If Twilio’s average response time in a calendar month for a priority level exceeds such priority level’s corresponding guaranteed response time for the applicable support plan (each, a “Missed Guaranteed Response Time”), you are eligible for a credit equal to the amount you paid for the applicable support plan for such calendar month (each, a “Support Credit”). In order to receive a Support Credit, you must notify Twilio of your eligibility by creating a support ticket with Twilio Customer Support at https://help.twilio.com. The support ticket must be received by Twilio within thirty (30) days from the last day of the calendar month in which a Missed Guaranteed Response Time occurs. The Support Credit is Twilio’s sole and entire liability to you, and your sole and exclusive remedy, for any Missed Guaranteed Response Times. Any Support Credits will be applied to your account and are not available in the form of refunds.
Exclusions. These support plans and terms do not apply to (a) alpha, beta, not generally available, limited release, or developer preview products and services or services provided by telecommunications providers; (b) any products and services, or versions thereof, that are no longer available or supported; and (c) any products and services branded as “Segment”, “Twilio Segment”, or “Twilio Engage” (collectively, “Segment Services”). The support plans and terms that apply to the Segment Services are available at https://www.twilio.com/support-plans/segment.
Updates. Twilio may update these support plans and terms from time to time. The then-current version of these support plans and terms is available at https://www.twilio.com/support-plans.
We can’t wait to see what you build
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