Twilio Flex (Critical Scenarios) SLA
Twilio · Platforms · promises up to 99.99% · SLA of Apr 9, 2026 · checked 25h ago
No major outage in the last 365 days: 100% observed against the 99.99% Flex customers.
Last 90 days: no major outage.
Incidents, last 365 days
StartedIncidentCounted asDuration
- Flex UI Realtime Statistics Showing Inaccurate Longest Waiting Task DataFlex InsightsMinorSep 22, 2026 · 3 h
- Flex Orchestration Service DisruptionFlex Programmable VoiceMinorAug 24, 2026 · 51 min
- Flex login errors with SSOv2Flex Agent Desktop, Flex Application PlatformMinorAug 18, 2026 · 2.5 h
- Flex Ai Create Notes Are Failing Due to High Private Ai LatenciesFlex Application PlatformMinorJul 20, 2026 · 28 min
- Flex AI Copilot Wrap-up notes and topics classification requests timing out - OpenAI TimeoutsFlex InsightsMinorJul 14, 2026 · 4.5 h
- Intermittent Issues with Inbound Message Status Updates Across Multiple ChannelsFlex Conversations, SMS, WhatsApp Messaging, Conversations, RCS MessagingMinorJun 25, 2026 · 85 min
- Flex Ai Copilot Errors While Creating Channel NotesFlex Agent DesktopMinorJun 1, 2026 · 72 h counted, ran 6.9 d
- Twilio Accounts May Not Be Able to Add a Participant to a Conference Using the Create Participant API, or Modify the State of a Conference Participant (Hold, Unhold, Mute, Unmute) via the Participants APIConference US1, Conference AU1, Conference IE1, Flex Programmable VoiceMinorMay 27, 2026 · 2.2 h
- Errors With Flex Agent CopilotFlex Agent DesktopMinorMay 27, 2026 · 2.6 h
- Processing Delays Within Conversation Intelligence V2Flex Agent Desktop, Conversation IntelligenceMinorMay 27, 2026 · 2.1 h
- Degradation to multiple Twilio productsConsole, Verify, Event Streams, Flex Agent Desktop, Debugger & Alarms, Flex Application PlatformMinorMay 8, 2026 · 8.4 h
- Flex Insights HR Delayed Gooddata loadsFlex InsightsMinorMay 2, 2026 · 2.7 h
- Flex Insights Historical Reporting is observing data load errors while uploading data to Gooddata.Flex InsightsMinorMay 1, 2026 · 55 min
- Flex AI Copilot Failures Generating NotesFlex Agent DesktopMinorApr 10, 2026 · 3.7 h
- Flex Insights – Playback Failing for External RecordingsFlex InsightsMinorMar 30, 2026 · 49 min
- Issues with Authentication in Twilio FlexFlex Application PlatformMinorMar 23, 2026 · 81 min
- Latency while creating or updating Topics and Disposition Codes with Flex Admin Console in USFlex Admin ConsoleMinorMar 5, 2026 · 13 h
- Issues with TaskRouter and Flex Insights and RoutingFlex Insights, Flex Routing, TaskRouterMinorFeb 27, 2026 · 10 min
- Intermittently Flex Agents are Unable to Accept Inbound Voice Calls in FlexFlex Agent DesktopMinorFeb 12, 2026 · 16 h
- Sync Core Data Orchestratration Latency SpikeFlex ConversationsMinorFeb 11, 2026 · 1.7 h
- Twilio Console Login and Signup Page Not WorkingConsole, Flex Agent DesktopMinorJan 19, 2026 · 81 min
- Flex Ui 2.15 Token Refresh Issue Calls DroppingFlex Application PlatformMinorDec 11, 2025 · 72 h counted, ran 3.8 d
- Increased Latency and Timeouts Across Roles and RealmsStudio, Event Streams, Flex Application Platform, Flex Admin Console, Flex Routing, OtherMinorDec 4, 2025 · 3.3 h
- Customers Experiencing High Latency and 500 ErrorsSIP Interface US1, Verify, REST API, Queue US1, Flex Admin Console, TaskRouterMinorNov 28, 2025 · 46 h
- Intermittent issues with FlexFlex Application PlatformMinorNov 28, 2025 · 89 min
Latest 25 of 29.
Major outage time per month
Allowed per month: 4.4 min
Commitments and credits
TierUptimeCredit of the monthly bill
- Flex customersSix Flex Critical Scenarios (agent login, inbound voice, inbound message, outbound voice, transfer, task completion)99.99%below 99.99%: 5% · below 99%: 15% · below 95%: 100%
More in platforms
ServicePromisedFirst creditObserved 365dDowntime
Loom (Cloud)Atlassian · Platforms · Enterprise99.95%First credit5%Observed 365dn/aAll incidents 100%
App PlatformDigitalOcean · Platforms · All apps99.95%First credit10%Observed 365d100%All incidents 99.992%
Hugging Face Hub (Team / Enterprise)Hugging Face · PlatformsNoneFirst creditn/aObserved 365dNo feed
Stripe API and payments servicesStripe · PlatformsNoneFirst creditn/aObserved 365dNo feedAll incidents 100%
Vercel platform (content serving)Vercel · Platforms · Enterprise99.99%First credit10%Observed 365d100%All incidents 99.948%
Terms, exclusions and sources
- Measured
- Minutes in 5-minute intervals during which at least one of six Flex Critical Scenarios is unavailable
- Claim window
- Within thirty (30) days from the last day of the calendar month
- How to claim
- Ticket via https://help.twilio.com with subject 'Flex Critical Scenarios SLA Claim'
- Not covered
- Factors outside Twilio's reasonable control, incl. telecom provider/carrier issues; Customer or third-party action or inaction; Scheduled maintenance with at least 24 hours' notice; Emergency maintenance; Alpha, beta, preview or limited-release APIs; Less than five minutes of continuous unavailability; Breach of the Flex Fair Usage Policy
- Status history
- Status history since Sep 22, 2025
- Weighted uptime
- All incidents, weighted: 99.63% · Downtime
"Monthly Flex Availability Percentage Threshold" means all Flex Critical Scenarios are available at least 99.99% of the Total Monthly Flex Time
Credit is against Flex access fees only (active-user portion under User + Usage Pricing); must exceed $1.
Sources: each vendor's own SLA page (re-read monthly) and status page feed (read every Friday). A summary, not the contract: the contract you sign governs. Logos via logo.dev; trademarks belong to their owners.