Communications API
Twilio SLA credit guide
What Twilio 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 Twilio is down?
When Twilio (all services) falls below its 99.95% 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
99.95%
Filing window
30 days
counted from the end of the affected billing month
Services with SLA data
1
Credit calculator
SLA target is 99.95% — 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 99.95% | 10% of spend |
FLAT 10% of the affected API's monthly fees (not tiered). Thresholds 99.95% standard / 99.99% Enterprise + SendGrid. File within 30 days of the last day of the affected month; the support ticket subject must be exactly "SLA Claim". SendGrid claims go to support.sendgrid.com.
How to file a Twilio SLA credit claim
Portal: Twilio Help Center ↗
- Open a support ticket from your Twilio account with the subject EXACTLY "SLA Claim" — Twilio requires this exact wording to route it correctly.
- Include your Account SID, the affected products, and the claim text from section 8 with dates/times of unavailability.
- File within 30 days of the LAST DAY of the affected calendar month.
- Credit is a flat 10% of the affected API's monthly fees (not tiered) at the 99.95% standard threshold (99.99% for Enterprise + SendGrid). SendGrid claims go through support.sendgrid.com instead.
Evidence you’ll need
- •Account SID
- •Affected products
- •Dates/times of unavailability
- •Error logs if available
Common exclusions
- •Scheduled maintenance
- •Carrier/downstream network issues
Frequently asked
What is Twilio's SLA uptime commitment?
Twilio (all services) carries a 99.95% uptime commitment.
How much credit can I claim if Twilio 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 99.95% availability fell.
What is the deadline to file a Twilio SLA credit claim?
Claims are generally due within 30 days of the end of the affected billing month (verify the exact clause in Twilio's SLA before filing).
Does Ontracko file Twilio SLA credit claims for me?
Ontracko monitors Twilio 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 Twilio and Ontracko monitors the SLA, catches every breach, and drafts the claim with the evidence attached. Free — 8% only on recovered credits.