This Twilio Service Level Agreement (“SLA”) governs the use of the Twilio API pursuant to the terms of the Twilio Terms of Service (“TOS”) between Twilio Inc. (“Twilio”, “us”, or “we”) and any user of the Twilio API (“you”, “your”, or “Customer”). To the extent you have more than one Twilio account, this SLA applies to each Twilio account individually. Except as otherwise set forth in this SLA, this SLA is subject to the terms of the TOS and capitalized terms will have the meaning specified in the TOS. Twilio reserves the right to change the terms of this SLA in accordance with the TOS.
1. Definitions
“Monthly Uptime Percentage" means the difference between 100% and the percentage of Unavailable Time for the applicable month.
“Service Credit” means a dollar credit, equal to 10% of your usage fees in the month in which the Unavailable Time (as defined below) occurred, that Twilio will credit back to an eligible Twilio account.
“Unavailable Time” means the Twilio API for the applicable product is not available for use, as measured in continuous 5-minute increments. Unavailable Time does not include any unavailability resulting from any Exclusion (as defined below).
| Monthly Uptime Percentage | Service Credit |
|---|---|
| <99.95%1 | 10% |
1 If you purchase Twilio Enterprise Edition (formerly known as Twilio Enterprise Plan), then Twilio will make the Twilio API available 99.99% of the time each month and all references to a 99.95% Monthly Uptime Percentage in this SLA shall be replaced with a 99.99% Monthly Uptime Percentage. If you are no longer subscribed to Twilio Enterprise Edition, then the Monthly Uptime Percentage shall revert to 99.95%.
2. Service Commitment
Twilio will make the Twilio API available 99.95% of the time each month. If Twilio’s Monthly Uptime Percentage is below 99.95% in a given calendar month, then you will be eligible to receive a Service Credit as described in Section 3 below. Availability of the Twilio API is measured by the third party performance and monitoring services contracted by Twilio (the “Monitoring Service”). The Monitoring Service reports of availability are currently available at http://status.twilio.com. Twilio may adjust the measure of availability by the Monitoring Service to account for any Exclusions applicable to such period.
3. Credit Request and Payment Procedures:
To receive a Service Credit, you must submit a request to Twilio as described in this Section 3. You must make the submission to Twilio Customer Support within thirty (30) days from the time you become eligible to receive the applicable Service Credit. Such submission must include: (a) “SLA Claim” as the subject of the ticket; (b) the dates and times of Unavailable Time for which a credit is being claimed; (c) any documentation of the applicable outage. Each Service Credit will be applied to future amounts payable by you in connection with the applicable Twilio product. No refunds or cash value will be given. Service Credits may not be transferred or applied to any other Twilio account.
4. Exclusions
Notwithstanding anything to the contrary, no Unavailable Time shall be deemed to have occurred with respect to any unavailability of the Twilio API or any other Twilio API performance issues, that (a) are caused by factors outside of Twilio’s reasonable control, including, without limitation, any force majeure event, telecommunications provider-related problems or issues, or Internet access or related problems occurring beyond the point in the network where Twilio maintains access and control over the Twilio Services; (b) result from any actions or inactions of you or any third party (other than Twilio’s agents and subcontractors); (c) result from any Customer Application(s), equipment, software or other technology and/or third party equipment, software or other technology (except for equipment within Twilio’s direct control); or (d) occurs during Twilio’s scheduled maintenance for which Twilio will provide at least twenty-four (24) hours prior notice; or (e) problems or issues related to alpha, beta or not otherwise generally available Twilio features or products (collectively, the “Exclusions”).
5. Entire SLA Liability
This SLA states Twilio’s sole and entire liability to you and your sole remedy with respect Twilio’s failure to meet the Monthly Uptime Percentage.