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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 Flex Critical Scenarios Service Level Agreement
Last Updated:** April 9, 2026
1. Definitions. The following defined terms apply to this service level agreement for the Flex Critical Scenarios (as defined below) (“Flex SLA”).
“Actual Monthly Flex Availability Percentage” = (A-B)/A * 100, where:
A = Total Monthly Flex Time (as defined below), and
B = Unavailable Monthly Flex Time (as defined below).
“APIs” means the application programming interfaces provided by Twilio which enable a Flex Critical Scenario to operate.
“Flex Critical Scenarios” means a set of six (6) functionalities necessary to perform critical real-time interactions between Customer and its customer(s) within Twilio Flex. The Flex Critical Scenarios, which are described below, are (a) Agent Logging into the Agent UI; (b) Incoming Customer Voice Call; (c) Incoming Customer Message; (d) Outgoing Agent’s Voice Call; (e) Transferring a Voice Call; and (f) Completion of Assigned Tasks.
(a) Agent Logging into the Agent UI: A contact center agent logs into the Twilio Flex Agent UI and can visualize its task lists and the icons to initiate an outbound voice call.
(b) Incoming Customer Voice Call: A contact center agent and Customer’s customer(s) are connected through a voice call.
(c) Incoming Customer Message: A contact center agent and Customer’s customer(s) are connected through a messaging session and are able to exchange messages with each other.
(d) Outgoing Agent’s Voice Call: A contact center agent is able to initiate a voice call with Customer’s customer(s) and, if such voice call is answered, such contact center agent and Customer’s customer(s) are connected.
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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...