Benefits
Every account gets the free Standard plan with Twilio-grade web support our of the box. Explore additional features available with a paid plan.
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Estimated response times
Response times depend on an inquiry's priority level. Your most critical issues will immediately move to the top of the list.
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24/7 web support
We offer 24/7 support for all your mission critical services with a paid support plan. Contact the support team anytime for help on any day.
Support for Twilio Segment customer data products
Looking for a support plan for other Twilio communication products (Messaging, Voice, Verify, etc)? View Twilio support plans
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Standard |
Advanced |
Premium |
Premium + |
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Price per year |
Free |
Greater of 8% of license fee or $4,800 |
Greater of 15% of license fee or $15,000 |
Greater of 15% of license fee or $37,500 |
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Target Initial Response |
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P1 |
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1 hour (24x7) |
15 minutes (24x7) |
15 minutes (24x7) |
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P2 |
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2 business hours |
2 hours (24x7) |
2 hours (24x7) |
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P3 |
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4 business hours |
4 business hours |
4 business hours |
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P4 |
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1 business day |
1 business day |
1 business day |
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Ticket prioritization |
Twilio Segment |
Customer |
Customer |
Customer |
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System status notifications |
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Email/Web support |
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Designated account manager |
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Support Ticket Submission Terms. Support tickets submitted to Twilio are subject to the priority level definitions and additional terms set forth at https://www.twilio.com/en-us/legal/segment-support-terms
Exclusions. These support plans do not apply to (a) alpha, beta, not generally available, limited release, or developer preview products and services; (b) any products and services that are not branded as “Segment”, “Twilio Segment”, or “Twilio Engage”; or (c) any products and services, or versions thereof, that are no longer available or supported.
Updates. Twilio may update these support plans from time to time. The then-current version of these support plans is available at https://www.twilio.com/en-us/support-plans/cdp
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