Twilio Segment Support Ticket Submission Terms
Last Updated: June 8, 2026
Scope
These Twilio Segment Support Ticket Submission Terms only apply to products and services branded as "Segment", "Twilio Segment", or "Twilio Engage" (collectively, "Segment Services"). If Customer requires support for any products and services provided by Twilio that are not the Segment Services, Customer must open a support ticket via the Twilio Help Center available at https://help.twilio.com.
Target Response Time Priority Level Definitions per Support Ticket
P1 (Business Critical): This status only applies to applications that are in production. It 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.
P2 (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.
P3 (General Issue): Includes product questions, feature requests and development issues.
For the applicable target response times set forth at https://www.twilio.com/en-us/support-plans/cdp (“Target Response Times”) that are quoted as business hours, Twilio’s business hours are set forth at https://support.twilio.com/hc/en-us/articles/223136127-Twilio-Support-business-hours.
Support Ticket Submission Conditions
When submitting a support ticket for the Segment Services via the support portal available at https://www.segment.com/help/contact (“Support Portal”), Customer must select a priority level that is accurate based on the priority level definitions set forth above. Twilio is not responsible for any failure to meet a Target Response Time resulting from the incorrect assignment of a priority level to a support ticket for the Segment Services by Customer.
Support tickets for the Segment Services submitted via email instead of the Support Portal will default to the lowest priority level for the applicable support plan. If Customer purchases the Segment Advanced, Segment Premium, or Segment Premium+ support plan, and Customer’s support ticket for the Segment Services warrants a priority level that is higher than the lowest tier based on the priority level definitions set forth above, Customer will need to submit a new support ticket via the Support Portal and designate the appropriate priority level.
Notwithstanding anything to the contrary herein, Twilio, in its reasonable discretion, reserves the right to upgrade or downgrade the priority level of a support ticket for the Segment Services during the support ticket triage process.
Additional Segment Premium+ Plan Conditions
If Customer purchases the Segment Premium+ support plan, a named support account manager will be assigned to Customer to oversee that support tickets for the Segment Services are triaged and assigned to the appropriate Twilio personnel during the business hours in which Customer’s named support account manager is located.
Support Ticket Escalations
If Twilio does not respond to a support ticket for the Segment Services within the applicable Target Response Time, Customer’s exclusive remedy is to escalate such support ticket for the Segment Services directly to Customer’s designated Customer Success Manager or the Twilio Segment Customer Experience team, as applicable (“Level 1 Escalation”). If Twilio does not respond within the applicable Target Response Time following a Level 1 Escalation, Customer may escalate the support ticket for the Segment Services via email to support-leads@segment.com.
Updates
Twilio may update these Support Ticket Submissions Terms from time to time. The then-current version of these Support Ticket Submissions Terms is available at https://www.twilio.com/en-us/legal/segment-support-terms.