Support Plans
Benefits of Support Plans
Flexible Response Times
Flexible target initial response times available based on support ticket priority level and your business needs.
24X7 Support
We provide 24x7 support 365 days a year for your mission-critical services in need of immediate support. Contact our Support team anytime and any day for urgent help.
Support Account Manager
A named Support Account Manager that knows your setup and history, so no time is wasted in fixing problems that come up.
Support Plans
A plan for your every need. Every account gets Standard Support.
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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 |
|
Target Initial Response Time — P1 |
N/A |
1 Hour (24x7) |
15 Minutes (24x7) |
15 Minutes (24x7) |
|
Target Initial Response Time — P2 |
N/A |
2 business hours |
2 Hours (24x7) |
2 Hours (24x7) |
|
Target Initial Response Time — P3 |
N/A |
4 business hours |
4 business hours |
4 business hours |
|
Target Initial Response Time — P4 |
N/A |
1 business day |
1 business day |
1 business day |
|
Ticket Prioritization |
Segment |
Customer |
Customer |
Customer |
|
System status notifications |
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Email/Web support
Service Level Target by plan
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Support account manager |
N/A |
N/A |
N/A |
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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.segment.com/legal/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.segment.com/support-plans.
Which Support Plan is right for me?
If you need help deciding which Support Plan fits your needs, feel free to contact us.
Submitting a Support Ticket
Customers with Advanced, Premium, or Premium+ Support must select a priority level for Support Tickets submitted via the Support Portal and provide a technical contact to help gather data, test, and apply fixes during the 24x7 period.
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