Twilio SLA
Communications · 4 of 4 services with an SLA · up to 99.99% · checked 25h ago
Services
Twilio APIs (Twilio-branded APIs)Messaging · Twilio Enterprise Edition (or Administration Edition bought before Oct 24, 2024)99.99%First credit10%Observed 365d100%All incidents 99.63%
Latest incidents
Status page- SMS Delivery Failures from Twilio Alphanumeric Sender IDs to MTN NigeriaSMS, Middle East & AfricaMinorSep 23, 2026 · Open
- Voice Call Failures From a Subset of Twilio Phone Numbers to Multiple Networks in NorwayVoice, EuropeMinorSep 23, 2026 · Open
- SMS Delivery Delays from Twilio to MASS Response AustriaSMS, EuropeMinorSep 23, 2026 · 4.3 h
- SMS Delivery Failures from Twilio Alphanumeric Sender Type to Multiple CountriesSMS, EuropeMinorSep 23, 2026 · Open
- SMS Delivery Delays from Twilio Phone Numbers to Tele2 SwedenSMS, EuropeMinorSep 23, 2026 · 5.9 h
- Flex UI Realtime Statistics Showing Inaccurate Longest Waiting Task DataFlex InsightsMinorSep 22, 2026 · 3 h
- Customers Are Unable to See All of Their Free Credits in the Free Unit Tracker in the New Twilio ConsoleOtherMinorSep 22, 2026 · 44 min
- Messaging Webhook Delays in US1OtherMinorSep 22, 2026 · 52 min
- SMS Delivery Delays from Twilio Long Codes to Natcom HaitiSMS, Latin AmericaMinorSep 22, 2026 · 3.5 h
- User Authentication Identity SNA Failure Increase for Smartfren in IndonesiaVerify Silent Network AuthMinorSep 22, 2026 · 5.8 h
- SMS Delivery Delays and Failures from Twilio to Airtel IndiaSMS, APACMinorSep 22, 2026 · 5.9 h
- SMS Delivery Delays and Failures From a Subset of Twilio Alphanumeric Sender IDs and Long Codes to Du United Arab EmiratesSMS, Middle East & AfricaMinorSep 22, 2026 · 5.3 h
Support response times
Plans- DeveloperFreen/aAll priorities: Estimated 3 business days (no guarantee)
- ProductionGreater of $250 minimum or 4% of monthly spend3 hBusiness critical: Guaranteed 3 business hours · Degraded service: Guaranteed 6 business hours · General issue: Guaranteed 9 business hours
- BusinessGreater of $1,500 minimum or 6% of monthly spend1 hBusiness critical: Guaranteed 1 hour (24/7) · Degraded service: Guaranteed 2 business hours · General issue: Guaranteed 3 business hours
- PersonalizedGreater of $5,000 minimum or 8% of monthly spend1 hBusiness critical: Guaranteed 1 hour (24/7) · Degraded service: Guaranteed 2 business hours · General issue: Guaranteed 3 business hours
About Twilio
Twilio publishes three SLAs (APIs incl. SendGrid Mail Send, Flex Critical Scenarios, Segment Data Ingestion). Support response guarantees carry a credit: if the monthly average response time for a priority exceeds the guarantee, credit equals the support plan fee for that month (claim within 30 days). Business-hour minutes are nominal. Stytch SLA exists only in order forms.
Twilio Inc. is an American cloud communications company based in San Francisco, California, which provides programmable communication tools for making and receiving phone calls, sending and receiving text messages, and performing other communication functions using its web service APIs. Source
Highest commitment: Twilio APIs (Twilio-branded APIs), 99.99% (Twilio Enterprise Edition (or Administration Edition bought before Oct 24, 2024)).
Promise vs reality
- Status history
- Status history since Sep 22, 2025
- Weighted uptime
- All incidents, weighted: 99.63% · Downtime
- Status page
- status.twilio.com/
- Across fru.dev
- Company profileQuarterlyPaydaysTechConf
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.