Twilio SLA
99.95% – 99.99% uptime guarantee
Official SLA Commitment
Scope
Monthly availability per API product, varies by service and edition
Measurement
Actual Monthly API Availability % = (Total Monthly Minutes - Unavailable Monthly Minutes) / Total Monthly Minutes × 100. Unavailability under 5 continuous minutes is excluded.
Exclusions
Factors outside Twilio's control (telco/ISP issues), customer or third-party actions, customer equipment/software, scheduled maintenance (24h notice), emergency maintenance, alpha/beta/preview services
Not covered
Products branded as Segment, Twilio Segment, or Twilio Engage are covered by a separate Segment SLA. Stytch services have their own SLA. Products no longer available or supported are excluded.
Promised vs Measured
SLA Promise
99.95% – 99.99%
≤ 22m downtime/month
Measured (30d)
100.00%
≈ < 1m downtime this month
Verdict
Meeting SLA
24h Uptime
100.00%
7d Uptime
100.00%
30d Uptime
100.00%
Pricing & SLA by Tier
| Plan | SLA Guarantee | Price | Meeting 30d? |
|---|---|---|---|
| Pay-as-you-go | 99.95% | $0 (usage-based) | |
| Committed Use / Enterprise | 99.99% | Custom (contract-based) |
Source: twilio.com/pricing
SLA Credit Policy
10% service credit for any month where availability falls below the applicable threshold. Credits applied to future charges, not refundable as cash. Must submit support ticket within 30 days of month end.
| Monthly Uptime | Credit |
|---|---|
| < 99.95% (standard) | 10% of monthly fee |
| < 99.99% (Enterprise Edition / premium) | 10% of monthly fee |
Credits capped at 10% of monthly fee. Must be claimed within 30 days.
Industry SLA Tier Compliance
| Tier | Downtime Budget/Month | 24h | 7d | 30d |
|---|---|---|---|---|
| 99.9%(three nines) | 43m 12s | |||
| 99.95%Twilio's SLA | 21m 36s | |||
| 99.99%(four nines) | 4m 19s | |||
| 99.999%(five nines) | 26s |
Equivalent Downtime
Last 24 hours
< 1m
Last 7 days
< 1m
Last 30 days
< 1m
Incident Summary (90 days)
Total Incidents
200
Active Now
4
Resolved
196
Avg. Resolution
11h 28m
Twilio SLA: What You Need to Know
Twilio guarantees 99.95% – 99.99% uptime measured as monthly availability per api product, varies by service and edition. This commitment applies to all customers.
Based on DevHelm's continuous monitoring, Twilio currently shows a 30-day measured uptime of 100.00%. This meets their published SLA commitment of 99.95% – 99.99%.
What's Covered (and What Isn't)
Twilio's SLA specifically covers monthly availability per api product, varies by service and edition. It explicitly excludes: Products branded as Segment, Twilio Segment, or Twilio Engage are covered by a separate Segment SLA. Stytch services have their own SLA. Products no longer available or supported are excluded.. This means outages in excluded components don't count toward SLA credits.
Impact on Your Application
At 100.00% uptime, you can expect approximately < 1m of cumulative downtime per year from Twilio alone. If your application depends on additional services, their independent failure probabilities compound — making dependency monitoring essential for maintaining your own SLA commitments.
Monitoring Methodology
DevHelm tracks Twilio's official status page continuously and aggregates component-level status data into uptime percentages. Data is refreshed every 30 seconds. Uptime is calculated as the percentage of time all components report operational status.
