Everyone needs a little help at some point. Fortunately, Twilio Support is here to answer your and your customers’ questions. On this page, we’ve pulled together answers to some of our partners’ most frequently asked questions about Twilio Support.
Twilio Support provides technical support and customer service for Twilio‘s partners, developers, and business users.
Everyone who contacts Twilio for help gets a response from a Twilio Support team member.
Typical topics we cover include:
Please note, Twilio Support cannot make decisions about application infrastructure, user interface, etc.
While there is no response timeline guarantee for basic customer support, Twilio Support makes a reasonable effort to answer general inquiries, usually within 1 business day.
Twilio Support business hours are Monday through Friday, 6:00 AM US Pacific to 6:00 PM US Pacific, excluding major US holidays.
Twilio offers premium support plans to meet different customer needs.
For more information, visit Premium Support.
When contacting Twilio Support, it’s best to provide the most context you can. For example, it helps to provide information about how your application works, specific error codes, and multiple examples of calls or messages.
Providing us with as much detail as possible about what you’re doing and what went wrong (expected vs. actual behavior) will enable us to more efficiently and accurately answer your questions.
It’s always best to advise your customers to contact you, the Twilio Partner, for support.
Twilio can only see the requests and responses coming in and out of Twilio, and trouble-shooting often requires knowledge of how your application works and how your customer interacts with your application.
If Twilio Support receives a question from a Twilio Partner’s customer, we will typically loop you, the Twilio Partner, into the conversation. This is due to the fact that we don’t have visibility into your application.
If you have a customer-specific issue, feel free to include your customer on the support request to start a conversation between all parties.