[White Paper] Operational Excellence at Twilio’s Super Network

Learn about the Twilio Super Network team’s operational model in this behind-the-scenes white paper. Find out how we power best-in-class communications experiences with service reliability as our number one priority.

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[White Paper] Operational Excellence at Twilio’s Super Network

We know customers rely on Twilio to help run their business—sometimes literally. For companies like Lyft and the American Red Cross, real-time communications is much more than just a buzzword; it’s integral to the services they provide. That’s why we’re serious about ensuring our always-on network is just that. And because customers trust us to keep them operating at full speed all day, every day, we’re committed to building trust into every one of our products and services.

When we talk about our commitment to “operational excellence” at Twilio, we mean it in the broadest sense. At a high level, it refers to our ability to assume the administrative overhead and burden of dealing with traditional telecommunications providers and networks so our customers don’t have to. We display that commitment in the operational model we follow when developing new products as well as the programmatic approach we take when responding to an incident. And it continues through the integrated security systems we use to identify and avoid fraud, plus the standards we meet to ensure data privacy and regulatory compliance.

The reason for our commitment to operational excellence is simple: We believe customers should focus on building best-in-class communications experiences rather than worrying about how to make sure everything works all the time. Our commitment to operational excellence means service reliability is our number one priority.

We know failures happen: software has bugs, hardware fails, data centers have outages, vendors miss deadlines, and providers have issues. Or as Amazon’s CTO Werner Vogels observed, “Everything fails all the time.” That’s the reason we’ve designed and implemented a well-defined process based on cross-functional collaboration, objective diagnosis, continuous knowledge sharing, and ongoing enhancements to resolve incidents faster—and identify ways to keep them from happening again.

It’s also behind our overall R&D philosophy at Twilio. By developing a standardized method to evaluate, measure, and constantly improve what we do, we’ve created a recipe for delivering agility, resilience, and quality at scale that benefits our entire organization and our customers.

Download our white paper to learn how the Super Network team works behind the scenes.

Short on time? Here are the top takeaways:

  • Twilio’s Operational Maturity Model (OMM) creates a uniform standard for consistently building the best possible experience for our customers. The OMM is our global R&D operating system and our approach to achieving quality at high velocity.
  • We constantly identify areas of improvement for all our products, including the OMM itself. As we learn, we develop and implement what we call “betterments:” reevaluate these improvements, and enforce them through standards.
  • To support our global communications network, we’ve placed provider relationship managers in every region. They’re backed by customer success managers and support engineers who are available to answer your questions or troubleshoot any issues 24/7.
  • As an industry leader in preventing fraud and applying security best practices, we weave a variety of sophisticated internal and external fraud systems into our anti-fraud operations. We apply our expertise in machine learning to closely monitor for anomalies.
  • Our approach to enabling reliable communications through operational excellence also extends to regulatory compliance and data protection. Twilio is constantly aware of changes in existing regulations as well as the development of new regulations that affect our products and services.