Claim package: Twilio Voice

1. The computation

The credit owed is 10% of your spend on this service.

This incident contributed 164 minutes of outage to the month (month total: 164 minutes).

Add ?spend= to this page's URL with your monthly spend on Voice to see a dollar figure.

2. The SLA clause

“Application Programming Interface(s) Actual Monthly API Availability Percentage API Service Credit Services APIs Less than 99.95% 10%... To receive an API Service Credit, Customer must submit a request to Customer Support via https://help.twilio.com... within thirty (30) days from the last day of the calendar month.”

https://www.twilio.com/en-us/legal/service-level-agreement/twilio-apis · verified 2026-07-09

Assumes the standard Twilio Services APIs / SendGrid Services API SLA (vendor-wide, all self-serve customers under the standard Terms of Service); a higher-threshold tier (99.99%) exists for customers on Twilio Administration/Enterprise Edition, not seeded here. Twilio Flex Critical Scenarios and the Segment Data Ingestion API carry separate SLAs and are out of tracked scope (Flex/Segment are not tracked catalog services).

3. How to file

Customer must submit a request to Customer Support via https://help.twilio.com (Twilio Services APIs) or https://support.sendgrid.com (SendGrid Services API), with 'SLA Claim' as the support ticket subject.

4. Evidence checklist

• Submission must include: (a) 'SLA Claim' as the subject of the support ticket
• The dates and times of Unavailable Monthly API Time (calculated from https://status.twilio.com or https://status.sendgrid.com) or the failure to achieve a Successful Connection Rate
• Any documentation of the Unavailable Monthly API Time or failure to achieve a Successful Connection Rate
• This incident's page (linked above)
• A record from Twilio's own status page showing the incident
• Your account or resource identifiers for the affected service
• This computation (uptime, downtime minutes, credit percentage)

5. Deadline

File by Sep 30, 2026