Communications API
SendGrid SLA credit guide
What SendGrid owes you when it misses its uptime commitment — the credit tiers, the filing deadline, how to file, and a calculator to estimate your credit.
What SLA credit are you owed when SendGrid is down?
When Twilio SendGrid (Mail Send API) falls below its 99.99% monthly uptime commitment, you're owed an SLA service credit worth 10% of the affected service's monthly spend — larger the further uptime fell — claimable within 30 days of the end of the affected billing month. It's a credit toward a future invoice, not a cash refund.
Uptime commitment
99.99%
Filing window
30 days
counted from the end of the affected billing month
Services with SLA data
1
Credit calculator
SLA target is 99.99% — enter what you actually observed.
Enter your monthly spend above to see the dollar credit for a 10% tier.
Estimate only, from the vendor’s published tiers — the final credit is set by the vendor against your actual invoice and their SLA definitions.
Credit tiers by service
| Measured uptime | Credit |
|---|---|
| below 99.99% | 10% of spend |
GOVERNED BY TWILIO'S OWN SLA, not a SendGrid document: the "Twilio APIs Service Level Agreement" (Last Updated April 9, 2026) carries a dedicated SendGrid Services API section. CHECK THE PLAN FIRST — the 99.99% commitment is stated for customers on the Email Deliverability, Email Experts as a Service, Email Program Management, Email Program Management and Strategy, or Email Strategy - Gold packages; the document does not break out a commitment for other SendGrid plans, so do not assert one for them. REQUIRED SUBJECT LINE: the support ticket must be titled "SLA Claim". A SECOND, INDEPENDENT 10% CREDIT exists for missing the Successful Connection Rate (15,000 requests/second in North America, 10,000 elsewhere) — it is a separate metric from availability and can be claimed alongside. MINIMUM-DURATION FLOOR: any single unavailability event under five minutes does not count at all, so short blips are not claimable however many there are. Credits are applied to future amounts payable to Twilio — never cash. No aggregate cap is stated in the published text.
How to file a SendGrid SLA credit claim
Portal: SendGrid Support ↗
- ⚠️ CHECK THE PLAN FIRST: the 99.99% Monthly API Availability commitment is stated for customers on the Email Deliverability, Email Experts as a Service, Email Program Management, Email Program Management and Strategy, or Email Strategy – Gold packages. Twilio's document does not break out a commitment for other SendGrid plans, so do not assert one.
- 📛 REQUIRED SUBJECT LINE: open a ticket at support.sendgrid.com with the subject "SLA Claim" — the SLA names it, and a ticket filed under any other subject is easy for support to route away from the claim path.
- ⏰ WITHIN 30 DAYS FROM THE LAST DAY OF THE MONTH, not from the outage — the clock starts at month-end, so a 3rd-of-the-month incident gives you nearly two months, and a 30th-of-the-month incident gives you the same 30 days.
- Compute availability as (A−B)/A × 100, where A is the total minutes in the calendar month and B is the minutes the SendGrid Services API was unavailable. Cross-reference every window against status.sendgrid.com and paste the claim text from section 8.
- ⚠️ MINIMUM-DURATION FLOOR: any single unavailability event lasting less than five (5) minutes does not count at all. Do not build a claim out of short blips, however many there are — exclude them before you compute B.
- CLAIM THE SECOND CREDIT TOO IF IT APPLIES: a separate, independent 10% credit exists for missing the Successful Connection Rate (15,000 requests/second in North America, 10,000 elsewhere). It is a different metric from availability and can be claimed alongside it.
- Credits are applied to future amounts payable to Twilio for the Services APIs — never a cash refund. Governing document is Twilio's own "Twilio APIs Service Level Agreement" (Last Updated April 9, 2026), which contains the dedicated SendGrid section.
Evidence you’ll need
- •The exact subject line "SLA Claim"
- •Dates and times of the unavailability
- •Cross-reference to the status.sendgrid.com record
- •Supporting documentation
Common exclusions
- •Any single unavailability event lasting less than five (5) minutes
- •Scheduled maintenance (24h or more prior notice)
- •Emergency maintenance
- •Customer equipment, products, software or applications
- •Anything outside Twilio's reasonable control
Frequently asked
What is SendGrid's SLA uptime commitment?
Twilio SendGrid (Mail Send API) carries a 99.99% monthly uptime commitment.
How much credit can I claim if SendGrid misses its SLA?
Credits are tiered by measured uptime, from 10% up to 10% of the monthly service spend for the affected service, depending on how far below 99.99% availability fell.
What is the deadline to file a SendGrid SLA credit claim?
Claims are generally due within 30 days of the end of the affected billing month (verify the exact clause in SendGrid's SLA before filing).
Does Ontracko file SendGrid SLA credit claims for me?
Ontracko monitors SendGrid for free, detects SLA breaches automatically, and assembles the complete claim package (evidence + credit math + claim text). You file it; Ontracko charges 8% only on credits that are actually recovered.
Let Ontracko file it for you
Connect SendGrid and Ontracko monitors the SLA, catches every breach, and drafts the claim with the evidence attached. Free — 8% only on recovered credits.