Guranteed Response Time
Video and Messaging server

Now that’s what we call a Deal.

Support Plans for Voice / Video / Messaging Server

Now thats what called as a deal?

PRIORITY LEVELS

The priority level of the submitted ticket is used to determine the response time guarantee.

BUSINESS CRITICAL (P1)

Only available for production applications Represents a complete loss of service or a significant feature that is completely unavailable, and no workaround exists. Does not include.

DEGRADED SERVICE (P2)

Includes intermittent issues and reduced quality of service.A workaround may be available. Does not include development issues or problems in staging environments.

GENERAL ISSUE (P3)

All customers may set the priority level of a ticket. However, Twilio reserves the right to reclassify the priority level at any time if we reasonably believe the classification is incorrect. Reclassifications

Response Time

Response time on ticket

Time starts after initial analysis of ticket

   
TICKET

BASIC

BUSINESS

ENTERPRISE
 
Priority 1 Tickets


Within 2 Business Hours

Within 1 Business Hours

Within 30 mins
 
Priority 2 Tickets


Within 4 Business Hours

Within 2 Business Hours

Within 1 Hour
 
Priority 3 Tickets


Within 6 Business Hours

Within 3 Business Hours

Within 2 Hours