Uptimeby GlyphTwilio Flex (Critical Scenarios) SLA
Twilio · Platforms · promises up to 99.99% · SLA of Apr 9, 2026 · checked 47d ago
No major outage in the 56 days of history: 100% observed against the 99.99% Flex customers.
Last 90 days: no major outage.
Incidents, last 365 days
Flex Agent Copilot Note Generation Issues
A minor incident on Flex Agent Copilot for 90 min, not counted as downtime.
11 days ago
Issue with Flex Agent Copilot Auto Wrap-up NotesA minor incident on Flex Agent Copilot for 2.1 h, not counted as downtime.
2 weeks ago
Flex UI Realtime Statistics Showing Inaccurate Longest Waiting Task DataA minor incident on Flex Insights for 3 h, not counted as downtime.
6 weeks ago
Flex Orchestration Service DisruptionA minor incident on Flex Programmable Voice for 51 min, not counted as downtime.
2 months ago
Flex login errors with SSOv2A minor incident on Flex Agent Desktop, Flex Application Platform for 2.5 h, not counted as downtime.
2 months ago
Flex Ai Create Notes Are Failing Due to High Private Ai LatenciesA minor incident on Flex Application Platform for 28 min, not counted as downtime.
3 months ago
Flex AI Copilot Wrap-up notes and topics classification requests timing out - OpenAI TimeoutsA minor incident on Flex Insights for 4.5 h, not counted as downtime.
3 months ago
Intermittent Issues with Inbound Message Status Updates Across Multiple ChannelsA minor incident on Flex Conversations, SMS, WhatsApp Messaging and 2 more for 85 min, not counted as downtime.
4 months ago
Flex Ai Copilot Errors While Creating Channel NotesA minor incident on Flex Agent Desktop for 72 h, not counted as downtime.
72 h counted, ran 6.9 d5 months ago
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 APIA minor incident on Conference US1, Conference AU1, Conference IE1 and 1 more for 2.2 h, not counted as downtime.
5 months ago
Errors With Flex Agent CopilotA minor incident on Flex Agent Desktop for 2.6 h, not counted as downtime.
5 months ago
Processing Delays Within Conversation Intelligence V2A minor incident on Flex Agent Desktop, Conversation Intelligence for 2.1 h, not counted as downtime.
5 months ago
Degradation to multiple Twilio productsA minor incident on Console, Verify, Event Streams and 3 more for 8.4 h, not counted as downtime.
6 months ago
Flex Insights HR Delayed Gooddata loadsA minor incident on Flex Insights for 2.7 h, not counted as downtime.
6 months ago
Flex Insights Historical Reporting is observing data load errors while uploading data to Gooddata.A minor incident on Flex Insights for 55 min, not counted as downtime.
6 months ago
Flex AI Copilot Failures Generating NotesA minor incident on Flex Agent Desktop for 3.7 h, not counted as downtime.
7 months ago
Flex Insights: Playback Failing for External RecordingsA minor incident on Flex Insights for 49 min, not counted as downtime.
7 months ago
Issues with Authentication in Twilio FlexA minor incident on Flex Application Platform for 81 min, not counted as downtime.
7 months ago
Latency while creating or updating Topics and Disposition Codes with Flex Admin Console in USA minor incident on Flex Admin Console for 13 h, not counted as downtime.
8 months ago
Issues with TaskRouter and Flex Insights and RoutingA minor incident on Flex Insights, Flex Routing, TaskRouter for 10 min, not counted as downtime.
8 months ago
Intermittently Flex Agents are Unable to Accept Inbound Voice Calls in FlexA minor incident on Flex Agent Desktop for 16 h, not counted as downtime.
9 months ago
Sync Core Data Orchestratration Latency SpikeA minor incident on Flex Conversations for 1.7 h, not counted as downtime.
9 months ago
Twilio Console Login and Signup Page Not WorkingA minor incident on Console, Flex Agent Desktop for 81 min, not counted as downtime.
9 months ago
Flex Ui 2.15 Token Refresh Issue Calls DroppingA minor incident on Flex Application Platform for 72 h, not counted as downtime.
72 h counted, ran 3.8 d11 months ago
Increased Latency and Timeouts Across Roles and RealmsA minor incident on Studio, Event Streams, Flex Application Platform and 3 more for 3.3 h, not counted as downtime.
11 months ago
Latest 25 of 29.
Major outage time per month
Allowed per month: 4.4 min
Commitments and credits
Flex customers
Six Flex Critical Scenarios (agent login, inbound voice, inbound message, outbound voice, transfer, task completion)
Credit: below 99.99%: 5% · below 99%: 15% · below 95%: 100%
More in platforms
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DigitalOcean promises 99.95% uptime, with a 10% credit when it misses; its status page showed no major outage in the last year.
Observed 100% over 365 days
DigitalOcean promises 99.9% uptime, with a 10% credit when it misses; its status page showed no major outage in the last year.
Observed 100% over 365 days
Google promises 99.9% uptime, with a 10% credit when it misses; its status page has no history this site can read.
Hugging Face publishes no SLA for it; its status page has no history this site can read.
NVIDIA promises 99% uptime, with a 10% credit when it misses; its status history is still building.
Salesforce promises 99.95% uptime, with a 5% credit when it misses; its status page has no history this site can read.
Salesforce publishes no SLA for it; its status page has no history this site can read.
Loom (Cloud)Atlassian promises 99.95% uptime, with a 5% credit when it misses; its status history is still building.99.95%First credit5%Observed 365dn/aAll incidents 100%
App PlatformDigitalOcean promises 99.95% uptime, with a 10% credit when it misses; its status page showed no major outage in the last year.99.95%First credit10%Observed 365d100%All incidents 99.989%
Google Maps Platform (Core Services)Google promises 99.9% uptime, with a 10% credit when it misses; its status page has no history this site can read.99.9%First credit10%Observed 365dNo feed
Hugging Face Hub (Team / Enterprise)Hugging Face publishes no SLA for it; its status page has no history this site can read.NoneFirst creditn/aObserved 365dNo feed
NVIDIA Omniverse CloudNVIDIA promises 99% uptime, with a 10% credit when it misses; its status history is still building.99%First credit10%Observed 365dn/a
MuleSoft CloudHub (Anypoint Platform)Salesforce promises 99.95% uptime, with a 5% credit when it misses; its status page has no history this site can read.99.95%First credit5%Observed 365dNo feed
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 11, 2026
- Weighted uptime
- All incidents, weighted: 99.615% · 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.