What are the Priority Levels for support tickets?

Our Support team uses the following definitions for a ticket’s Priority Levels:

  • Priority 1: Business critical. Only available for production applications. 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.
  • Priority 2: 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.
  • Priority 3: General issue. Includes product questions, feature requests and development issues.

If the priority level is not set by the customer, the ticket will default to Priority 3.

Twilio reserves the right to reclassify the priority level at any time if we reasonably believe the classification is incorrect. Reclassifications are almost exclusively used in situations where a ticket is submitted as Priority 1, but the situation contradicts the Priority 1 definition – usually a non-production set-up issue, or how-to question. Twilio team members may also increase the priority level if the situation is deemed to be more urgent than originally reported.