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|---|---|---|---|
| 0 | 0 | 0 |
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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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Twilio APIs Service Level Agreement
Last Updated:** April 9, 2026
1. Definitions. The following defined terms apply to this service level agreement for the Services APIs (as defined below) (“Twilio API SLA”).
“Actual Monthly API Availability Percentage” = (A-B)/A * 100, where:
A = Total Monthly API Time (as defined below), and
B = Unavailable Monthly API Time (as defined below).
“API Service Credit” means the credit that Customer is eligible to request pursuant to Section 3 (API Service Credits) of this Twilio API SLA if (a) the Actual Monthly API Availability Percentage is less than the applicable Monthly API Availability Percentage Threshold (as defined below) or (b) there is a failure to achieve a Successful Connection Rate (as defined below). An API Service Credit is calculated by multiplying the applicable API Service Credit percentage set forth in Section 3 (API Service Credits) of this Twilio API SLA by (i) the fees Customer actually incurs for the affected Twilio Services APIs or (ii) Customer’s email package fees for the affected SendGrid Services API, in either case, for the applicable calendar month. For the avoidance of doubt, the API Service Credit calculation excludes the following types of charges: (1) any applicable taxes, levies, duties, or other similar exactions imposed by a legal, governmental, or regulatory authority in any applicable jurisdiction; (2) any applicable communications service or telecommunication provider (e.g., carrier) fees or surcharges; or (3) any other charges related to, or imposed by, a third party.
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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...