Twilio Segment Data Ingestion API Service Level Agreement

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Twilio Segment Data Ingestion API Service Level Agreement

Last Updated:** February 27, 2024

1. Definitions. The following defined terms apply to this service level agreement for the Data Ingestion API (as defined below) (“Twilio Segment API SLA”).

“Data Ingestion API” means the identify, track, page, screen, group, and alias http endpoints that ingest data that Customer submits to the Segment Services (as defined below).

“Segment Documentation” means Twilio’s standard technical documentation for the Segment Services, the current version of which is available at https://www.segment.com/docs.

“Segment Services” means any services and application programming interfaces branded as “Segment”, “Twilio Segment”, or “Twilio Engage”.

“Target Availability” means the Data Ingestion API being available and operational to Customer with a threshold of 99.99%, calculated on a calendar month, per-minute basis.

“Target Availability Scheduled Maintenance” means scheduled maintenance that may affect Target Availability.

2. Availability and Reliability. Subject to the concurrent throughput limits (including as may be caused by external factors) as described in the Segment Documentation, Twilio will use commercially reasonable efforts to meet the Target Availability.

3. Exclusions. The Target Availability excludes any unavailability of the Data Ingestion API for the following reasons: (a) Customer’s use of the Segment Services in a manner not authorized in the Segment Documentation or the written agreement between Customer and Twilio governing Customer’s use of the Segment Services; (b) general Internet problems, force majeure events, or other factors outside of the reasonable control of Twilio (such as denial of service attacks or third-party service outages); (c) Customer’s (or one of its vendors’) equipment, software, network connections, utilities, or other infrastructure; (d) third-party systems, acts, or omissions; or (e) Target Availability Scheduled Maintenance or reasonable emergency maintenance. This Twilio Segment API SLA will not apply to any Segment Services, or versions thereof, that are (i) no longer available or supported or (ii) identified as alpha, beta, not generally available, limited release, developer preview, or any similar Segment Services offered by Twilio.