Overview

Twilio offers multiple support plans designed to match your business needs; our response speed depends on the priority level you select, your plan, and how it aligns with our business hours. While agents may adjust priority based on business impact, these plans ensure you know what to expect when every minute counts.

What Are SLAs and Response Times?

SLA (Service Level Agreement) refers to the maximum time Twilio commits to respond after you open a support case. The actual time depends on two factors:

1. Your Support Plan (Developer, Production, Business, or Personalized)
2. The Priority Level of your issue (P1–P3)

Environment 

Twilio Console

What You Need To Know

A quick reference to the support levels you can expect according to the ticket priority, issue status, and support plan you are on.

Note: Twilio Support team works standard business hours in the Americas, APAC, and EMEA regions. For full details, please see our Support Plans overview page.

How Response Times Work

*Developer Plan does not come with any guaranteed response times. Any response times set forth above for the Developer Plan are estimates only.

Notice: Requests for Developer Preview or Beta Products, and those that are handled by specialty non-Support groups within Twilio, are not bound by our standard Support SLAs, and may vary in response times. These groups mainly deal with non-Twilio outside entities such as carriers, and governmental or regulatory bodies, where we are unable to dictate the terms of our communication. Some examples include:

• Phone Number porting and inventory operations
• Billing Tax analysts
• Onboarding and Compliance Operations
• Messaging 10DLC review/registration, and Short Code procurement.

While these delays may be outside of our control, please rest assured that Twilio strives to handle your request quickly and efficiently, and will do our best to keep you updated at regular intervals.

Priority Levels

When submitting a ticket, please select the priority that best reflects your issue. If you do not select one, it will default to Priority 3. Twilio reserves the right to reclassify priority levels if the initial classification is incorrect, or increase the priority if a situation becomes more urgent.

• P1 (Business Critical): Complete loss of service or major functionality unavailable with no workaround. Applies only to production applications.
• P2 (Degraded Service): Intermittent issues, reduced performance, or partial outage. A workaround may be available. Does not include development or staging issues.
• P3 (General Issue): Product questions, feature requests, and development assistance.

Conclusion

Why Do Response Times Matter?

Response times aren’t just numbers, they represent how quickly your business can get back to normal when things go wrong.

Here is what we recommend:

• Developer Plan: Ideal for testing or non-production environments where timing isn’t critical.

But as your Twilio usage grows, so does the importance of reliable, fast support. That is when upgrading gives you:

• Production Plan: Provides faster response times and live chat access for growing businesses. Allowing you to move from estimated 72-hour responses to guaranteed one-hour responses for critical issues, with access to live chat and phone support, so you can choose the channel that suits your urgency.
• Business Plan: Features 24/7 coverage and guaranteed 1-hour response times for critical P1 issues via web, chat, or phone.
• Personalized Support: For enterprises that demand proactive, hands-on assistance from a Technical Account Manager (TAM) who knows your setup and goals.
  Besides all of the above-mentioned, now you will work directly with a dedicated Technical Account Manager, an expert who understands your business, helps plan ahead, and resolves issues before they escalate. Giving you confidence that Twilio’s team is there when you need us most, so you can focus on your business, not on troubleshooting.

Every business has different needs  and Twilio’s support structure reflects that. Whether you need occasional help or a dedicated technical partner, there’s a plan that fits.

Upgrade your Support Plan today to unlock faster responses, more communication channels, and a higher level of partnership with Twilio:

1. Support Plans Upgrade Effects & Timing
2. How to choose the right Twilio Support Plan
3. Is a Paid Support Plan the Right Move for Your Business?