Twilio SMS

Twilio offers several support plans including Developer (free), Production, Business, and Personalized. Each plan varies in features such as guaranteed response times, support channels, and technical account management.

The Business plan guarantees a 1-hour response time for business-critical issues, 2-hour response time for degraded service issues, and 3-hour response time for general issues.

Yes, support plans are flexible and can be upgraded or downgraded as your needs change, except for plans purchased via an order form.

Paid support plans include 24/7 live chat, phone, and web support for mission-critical services such as messaging, phone, and voice products.

If Twilio’s average response time exceeds the guaranteed response time for a priority level, you may be eligible for a support credit equal to the amount paid for the support plan that month. You must notify Twilio within 30 days of the missed response time to claim the credit.

No, the Developer plan does not come with any guaranteed response times. Any response times listed for the Developer plan are estimates only.

Yes, support plans do not apply to alpha, beta, or developer preview products, discontinued products, or Segment Services. Separate support terms apply to Segment Services.

You can contact the support team anytime via phone, the web, or live chat for immediate help on any day, provided you have a paid support plan.