Twilio support's priority and guaranteed response times

The speed of our support team's response time depends on the priority level you select when you submit your ticket and your support plan during business hours*. Twilio Support operates under business hours. This priority level can be changed by the agent higher or lower based on how the issue impacts your business. 

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

    Support Plan
 Ticket 
Priority
Issue 
Status
Free Bootstrap Premium Personalized
1 Business Critical N/A Within 2 business hours Within 1 hour (24x7) Within 1 hour (24x7)
2 Degraded Service N/A Within 4 business hours Within 2 business hours Within 2 business hours
3 General Issue N/A Within 8 business hours Within 3 business hours Within 3 business hours

*Our business hours cover Monday through Friday, 6:00 AM US Pacific to 6:00 PM US Pacific, excluding major US holidays

PRIORITY LEVELS

The priority level of the submitted ticket is used to determine the response time guarantee.

  • PRIORITY 1, BUSINESS CRITICAL: Only available for production applications. Represents a complete loss of service or a significant feature that is completely unavailable, and no workaround exists. Does not include development issues or problems in staging environments.
  • PRIORITY 2, DEGRADED SERVICE: Includes intermittent issues and reduced quality of service. A workaround may be available. Does not include development issues or problems in staging environments.
  • PRIORITY 3, GENERAL ISSUE: Includes product questions, feature requests and development issues.

You can set the priority level of a ticket when submitting via our Help Center web form or in Console (requires login). However, Twilio reserves the right to reclassify the priority level at any time if we reasonably believe the classification is incorrect. Reclassifications are almost exclusively used in situations where a ticket is submitted as Priority 1, but the situation contradicts the Priority 1 definition - usually a non-production setup issue, or how-to question. Twilio team members may also increase the priority level if the situation is deemed to be more urgent than originally reported. If you do not choose a priority level when you create a ticket, the ticket will default to Priority 3.

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