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Managing your Account's Support Plan

A Twilio Support Plan identifies the support service plan and entitlements for your account when contacting our Support team. Every Twilio account created is automatically assigned the free Developer plan, with Twilio‑grade email support, but we have multiple options to cater to different projects and needs. Continue reading to learn more about how to view or change your Twilio Support Plan. To learn more about what each support plan offers, see Twilio's paid support plans.

Notice: If you have multiple Account SIDs in which you would like to apply the same support plan to you can work with your Account Executive or our Sales team to include a support plan in your contractual agreement across multiple account SIDs.

Table of Contents

How are Twilio Support Plans Billed?

Twilio's paid support plans are billed on a per-month basis per account SID according to your product usage. Customers are free to upgrade or downgrade their service plan at will, but mid-month plan changes will be pro-rated. This guide explains how support plan changes are calculated.

Pro-rating explained

For both usage and flat based support, customers will get charged for support on a pro-rata basis from start date of their support plan.

For example, here's what you can expect if you upgrade your service plan on the 15th of the month:

  • Your upgraded support plan benefits will become immediately available on the 15th.
  • You will be charged at the beginning of the next month based on the following pro-rating calculations:
    Total monthly support charge * (Days support plan was active / Days in month)

Notice: Usage for all accounts and subaccounts that share the same support plan will count towards calculating your total support charge.

Where can I find my Accounts Current Support Plan?

Your current support plan subscription can be seen when logged in to Help Center.

  1. Login to Console.
  2. Click the 'Docs and Support' menu, and then select Help Center.
    OSC_MMP+1_01_500px.png 
  3. Your current Support Plan is listed at the top of the window.
    OSC_sptPlans_01_500px.png 

Upgrade a Support Plan

Notice: If you are on Personalized Support, or if you have a contractual agreement for your Support Plan, you will need to contact Support to cancel the plan.

  1. From the Help Center, click Explore other plans from the Support Plan drop-down menu, or the Support Plans link from the left-side navigation bar.
    OSC_sptPlans_01B_500px.png 
  2. From the Support Plans page, click Select under the desired plan.
    Note: Support plans can not be changed on the same day they are initiated.
    OSC_sptPlans_02_500px.png 
  3. Set the desired start date, and then click Upgrade support plan.
    Note: When upgrading to a Personalized Support plan, users are instead asked for contact information. Once submitted, our team will reach out to go over the details.
    OSC_sptPlans_03_500px.png 
  4. A confirmation screen will be displayed with the date your new Support plan will be active.
    OSC_sptPlans_04_500px.png 

Downgrade or Cancel a Support Plan

Notice: If you are on Personalized Support, or if you have a contractual agreement for your Support Plan, you will need to contact Support to cancel the plan.

  1. From the Help Center, click Explore other plans from the Support Plan drop-down menu, or the Support Plans link from the left-side navigation bar.
    OSC_sptPlans_05_500px.png 
  2. From the Support Plans page, click Select under the desired plan.
    Note: Support plans can not be changed on the same day they are initiated.
    OSC_sptPlans_06_500px.png 
  3. Set the desired start date, and then click Upgrade support plan.
    Note: When upgrading to a Personalized Support plan, users are instead asked for contact information. Once submitted, our team will reach out to go over the details.
    OSC_sptPlans_07_500px.png 
  4. A confirmation screen will be displayed with the date your new Support plan will be active.
    OSC_sptPlans_08_500px.png 

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