Twilio APIs Service Level Agreement

Last Updated: February 27, 2024

1. Definitions.  The following defined terms apply to this service level agreement for the Services APIs (as defined below) (“Twilio API SLA”).

“Actual Monthly API Availability Percentage” = (A-B)/A * 100, where:

•    A = Total Monthly API Time (as defined below), and

•    B = Unavailable Monthly API Time (as defined below).

“API Service Credit” means the credit that Customer is eligible to request pursuant to Section 3 (API Service Credits) of this Twilio API SLA if (a) the Actual Monthly API Availability Percentage is less than the applicable Monthly API Availability Percentage Threshold (as defined below) or (b) there is a failure to achieve a Successful Connection Rate (as defined below). An API Service Credit is calculated by multiplying the applicable API Service Credit percentage set forth in Section 3 (API Service Credits) of this Twilio API SLA by (i) the fees Customer actually incurs for the affected Twilio Services APIs or (ii) Customer’s email package fees for the affected SendGrid Services API, in either case, for the applicable calendar month.

“Monthly API Availability Percentage Threshold” means the applicable percentage set forth in the following table under the heading labeled “Monthly API Availability Percentage Threshold.”

“SendGrid Services API” means the Mail Send application programming interface for the services branded as “SendGrid” or “Twilio SendGrid”.

“Services APIs” means, collectively, the Twilio Services APIs (as defined below) and SendGrid Services API.

“Successful Connection Rate” means, in the applicable calendar month, a Web API v3 Mail send request by Customer that returns a “202” accepted response at a rate of at least, (a) with respect to emails originating from North America or South America, fifteen thousand (15,000) requests per second or (b) with respect to emails originating outside of North America or South America, ten thousand (10,000) requests per second. A Successful Connection Rate is conditioned on (x) Customer utilizing a sufficient number of concurrent connections to support such Successful Connection Rate; (y) Customer’s email send requests not exceeding (i) with respect to emails originating from North America or South America, six (6) gigabits per second in the aggregate or (ii) with respect to emails originating outside of North America or South America, four (4) gigabits per second in the aggregate; and (z) Customer honoring Twilio’s then-current time-to-live value for domain name system lookups of the Web API v3 Mail send address.

“Total Monthly API Time” means the total number of minutes in the applicable calendar month.

“Twilio Services APIs” means the application programming interfaces branded as “Twilio”.

“Unavailable Monthly API Time” means the number of minutes in the applicable calendar month during which the Twilio Services APIs or SendGrid Services API, as applicable, are unavailable for use. Unavailable Monthly API Time does not include Excluded Monthly API Times (as defined below).

2. Status Notifications.  Customer may subscribe to email notifications for status updates at https://status.twilio.com for the Twilio Services APIs and https://status.sendgrid.com for the SendGrid Services API. Customer has the right, exercisable no more than once (1) per calendar month during the time period in which Customer has purchased the Email Strategy – Gold, Email Program Management, or Email Program Management & Strategy package, to request a report from Twilio indicating the Successful Connection Rate applicable to Customer’s email sends during the previous thirty (30) days.

3. API Service Credits

Furthermore, if Twilio fails to achieve a Successful Connection Rate for the SendGrid Services API during the calendar months in which Customer has purchased the Email Strategy – Gold, Email Program Management, or Email Program Management & Strategy package, Customer will be eligible to request an API Service Credit equal to ten percent (10%).

To receive an API Service Credit, Customer must submit a request to Customer Support via https://help.twilio.com for the Twilio Services APIs and https://support.sendgrid.com for the SendGrid Services API, in either case, within thirty (30) days from the last day of the calendar month in which Customer claims Twilio failed to meet the applicable Monthly API Availability Percentage Threshold or achieve a Successful Connection Rate. All submissions must include the following: (a) “SLA Claim” as the subject of the support ticket; (b) the dates and times of (i) Unavailable Monthly API Time calculated based on the status page available at https://status.twilio.com for the Twilio Services APIs and http://status.sendgrid.com for the SendGrid Services API or (ii) the failure to achieve a Successful Connection Rate; and (c) any documentation of the Unavailable Monthly API Time or failure to achieve a Successful Connection Rate. Any API Service Credit will be applied to future amounts payable by Customer to Twilio for the Services APIs. The API Service Credits are not available in the form of refunds.

4. Exclusions.  Notwithstanding anything to the contrary in this Twilio API SLA, no Unavailable Monthly API Time will be deemed to have occurred if it (a) is caused by factors outside of Twilio’s reasonable control, including, without limitation, telecommunications provider-related problems or issues, Internet access or related problems occurring beyond the point in the network where Twilio maintains access and control over the Services APIs; (b) results from any action or inaction of Customer or any third party (except for Twilio’s agents and subcontractors); (c) results from Customer’s equipment, products and services, software, applications, or other technology, add-on services, or third-party equipment, software, or other technology (except for equipment within Twilio’s direct control); (d) occurs during Twilio’s scheduled maintenance for which Twilio will provide at least twenty-four (24) hours prior notice; (e) occurs during Twilio’s emergency maintenance (maintenance that is necessary for purposes of maintaining the integrity or operation of the Services APIs), regardless of the notice provided by Twilio; (f) results from any Services APIs that are identified as alpha, beta, not generally available, limited release, developer preview, or any similar Services APIs offered by Twilio; or (g) is less than five (5) minutes of continuous unavailability in duration (collectively, “Excluded Monthly API Times”). This Twilio API SLA does not apply to (x) any products and services, or versions thereof, that are (i) no longer available or supported or (ii) branded as “Segment”, “Twilio Segment”, or “Twilio Engage” (collectively, “Segment Services”) or (y) the unavailability of any Flex Critical Scenarios (as defined in the Twilio Flex Critical Scenarios Service Level Agreement, the current version of which is available at https://www.twilio.com/en-us/legal/service-level-agreement/flex-critical-scenarios (“Flex SLA”)). The service level agreement for the Segment Services is available at https://www.twilio.com/en-us/legal/service-level-agreement/segment-data-ingestion-api. The Flex SLA is the service level agreement for the Flex Critical Scenarios.

5. Entire Twilio API SLA Liability.  The API Service Credits are Twilio’s sole and entire liability to Customer, and Customer’s sole and exclusive remedy, for Twilio’s failure to meet any Monthly API Availability Percentage Threshold or achieve any Successful Connection Rate.

6. Updates.  Twilio may update this Twilio API SLA from time to time. The then-current version of this Twilio API SLA is available at https://www.twilio.com/en-us/legal/service-level-agreement/twilio-apis.