Question

Upgrading your Twilio Support Plan gives you faster response times, broader coverage, and more expert guidance, but what happens to your existing support cases when you make the switch?

Here’s what you need to know:

Your open support cases are not lost: All of your ongoing support cases remain fully accessible and tracked. There's no disruption or reset in the case thread, even if you change your support plan mid-way through an issue.

Answer

What Changes Immediately After Upgrading?

Depending on how you upgraded, different timelines apply:

If you upgraded via the Twilio Console, the upgrade takes effect immediately (within a few minutes), and new cases will receive priority routing and faster response times based on your new plan level.

Ongoing cases continue with the same thread, but will now follow the response time SLA of your new plan. No need to reopen or resubmit your request. 

If you upgraded via an order form, it is usually activate based on the agreed contract start date. Until the upgrade is provisioned, your open cases follow your current plan’s SLA, and once the new plan is active, ongoing cases will begin receiving the benefits of your new plan level, including faster responses and access to additional support channels (if applicable).

Can I Ask for My Open Case to Be Reprioritized?

There is typically no need to notify support in the existing thread; the system should automatically apply the new SLAs to all open cases once the upgrade is processed.

However, if you want to ensure a smooth transition or have a particularly urgent case, it can be helpful to mention in the thread that your support plan has been upgraded. This can prompt the support team to review the case and confirm that the new SLAs are being applied.

If you have any specific concerns or want to double-check, a brief note in your ongoing ticket is always a good proactive step.

Additional Information