Overview
Upgrading your Twilio Support Plan unlocks faster, more comprehensive, and more specialized assistance, and knowing when those benefits take effect is just as important as knowing why to upgrade.
Let’s walk through what to expect once you initiate an upgrade.
Frequently Asked Questions
What Happens When You Upgrade?
Once your upgrade is processed, you’ll immediately experience enhanced support and a higher level of service. This includes faster access to expert assistance, prioritized handling of your requests, and more comprehensive guidance to help you achieve your business goals with confidence.
But when exactly do those benefits become available?
That depends on how the upgrade is requested:
- Upgrade via Twilio Console
- Upgrade via Order Form / Sales Contract
When Does the Upgrade Take Effect?
1. Upgrade via Twilio Console
When you upgrade through the Twilio Console, the change is instant and all upgraded benefits apply to new support cases submitted after the upgrade is confirmed.
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⚠️ Any open cases submitted before the upgrade will generally begin to follow the new response time SLAs associated with the upgraded plan. 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. For more information, please visit the What if I upgrade but have ongoing support cases? Documentation. |
2. Upgrade via Order Form
In this case, the upgrade is not immediate. It becomes active once the order form is processed and provisioned, which may take up to 24–48 hours after signing.
You’ll receive a confirmation email once the plan is live, and from that moment, new support cases will follow the updated SLA and routing.
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Pro tip:
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Conclusion
Ready to upgrade?
Start your upgrade now via the Help Center, please follow this step-by-step guide on how to upgrade or downgrade your support plan via console.