Support Plans

1. Support Credits. If Twilio’s average response time in a calendar month for a priority level exceeds such priority level’s corresponding guaranteed response time for the applicable support plan (each, a “Missed Guaranteed Response Time”), you are eligible for a credit equal to the amount you paid for the applicable support plan for such calendar month (each, a “Support Credit”). In order to receive a Support Credit, you must notify Twilio of your eligibility by creating a support ticket with Twilio Customer Support at https://help.twilio.com. The support ticket must be received by Twilio within thirty (30) days from the last day of the calendar month in which a Missed Guaranteed Response Time occurs. The Support Credit is Twilio’s sole and entire liability to you, and your sole and exclusive remedy, for any Missed Guaranteed Response Times. Any Support Credits will be applied to your account and are not available in the form of refunds.

2. Exclusions. These support plans and terms do not apply to (a) alpha, beta, not generally available, limited release, or developer preview products and services or services provided by telecommunications providers; (b) any products and services, or versions thereof, that are no longer available or supported; and (c) any products and services branded as “Segment”, “Twilio Segment”, or “Twilio Engage” (collectively, “Segment Services”). The support plans and terms that apply to the Segment Services are available at https://www.segment.com/support-plans.

3. Updates. Twilio may update these support plans and terms from time to time. The then-current version of these support plans and terms is available at https://www.twilio.com/support-plans.