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Print this page Customer and Partner Agreements An icon of a down chevron Terms of Service Acceptable Use Policy Service and Country Specific Requirements Data Protection Addendum (DPA) Security Overview Service Level Agreements Advisory Services Terms Professional Services Terms...
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Service Level Agreements
Last Updated:** April 9, 2026
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.
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Print this page Customer and Partner Agreements An icon of a down chevron Terms of Service Acceptable Use Policy Service and Country Specific Requirements Data Protection Addendum (DPA) Security Overview Service Level Agreements Advisory Services Terms Professional Services Terms...