Support Ticket Submission Terms

Last Updated: February 14, 2023

Target Initial Response Time Priority Level Definitions per Support Ticket

P1 (High Priority): Data collection services and data reporting services are down, causing critical impact to business operations; no workaround available.

P2 (High Priority): Data collection services and data reporting services are significantly degraded and/or impacting significant aspects of business operations; no commercially reasonable work around available.

P3 (Medium Priority): Slow response or delays; services performance is impaired but still materially functional.

P4 (Low): No material impact on customer; documentation errors or exclusions; cosmetic or other non-substantive user interface issues with the services; data collection and data reporting services are unaffected.

For the applicable target initial response times set forth at https://www.segment.com/support-plans (“Target Initial 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 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 Initial Response Time resulting from the incorrect assignment of a priority level to a support ticket by Customer.

Support tickets submitted via email instead of the Support Portal will be assigned a default priority level of P4. If Customer purchases the Advanced, Premium, or Premium+ support plan and Customer’s support ticket warrants a priority level that is higher than P4 based on the priority level definitions set forth above, Customer will need to submit a 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 during the support ticket triage process.

Support Account Manager

If Customer purchases the Premium+ support plan, a named support account manager will be assigned to Customer to oversee that support tickets 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 within the applicable Target Initial Response Time, Customer’s exclusive remedy is to escalate the support ticket directly to Customer’s designated Customer Success Manager or scaled Customer Success Manager support team contact, as applicable (“Level 1 Escalation”). If Twilio does not respond within the applicable Target Initial Response Time following a Level 1 Escalation, please escalate the support ticket 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.

7. Order of Precedence.  In the event of any conflict or inconsistency between the Terms and this Addendum, this Addendum will prevail.