Service Level Agreements

Last Updated: February 25, 2025

The table below outlines each service level agreement (“SLA”) and the specific services that are covered by the corresponding SLA (“Covered Services”). Any capitalized term used but not defined below will have the meaning provided in the corresponding SLA.

SLA:	Covered Services:
Twilio APIs Service Level Agreement	Application programming interfaces branded as “Twilio”. Mail Send application programming interface for the services branded as “SendGrid” or “Twilio SendGrid”.
Twilio Flex Critical Scenarios Service Level Agreement	The following six (6) Twilio Flex functionalities necessary to perform critical real-time interactions between Customer and its customer(s): Agent Logging into Agent UI Incoming Customer Voice Call Incoming Customer Message Outgoing Agent’s Voice Call Transferring a Voice Call Completion of Assigned Tasks
Twilio Segment Data Ingestion API Service Level Agreement	The identify, track, page, screen, group, and alias http endpoints that ingest data that Customer submits to the Segment Services.