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 |
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 |
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Priority 1 Tickets |
Within 2 Business Hours |
Within 1 Business Hours |
Within 30 mins |
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Priority 2 Tickets |
Within 4 Business Hours |
Within 2 Business Hours |
Within 1 Hour |
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Priority 3 Tickets |
Within 6 Business Hours |
Within 3 Business Hours |
Within 2 Hours |
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