SOURCE: Twilio


December 16, 2014 08:00 ET

Twilio Introduces New Personalized Support Plan

New Offering Provides Customers With Dedicated Twilio Support Engineers

SAN FRANCISCO, CA--(Marketwired - Dec 16, 2014) - Twilio, the cloud communications company, today announced Twilio's Personalized Support plan. The new support offering provides dedicated assistance and improved service level agreements (SLA's) for the most mission-critical deployments of enterprise customers.

Developers and businesses with a need for tighter integration and support from Twilio, can gain direct access to Twilio support engineers for more complex deployments and planning as well as faster issue resolution. With today's announcement, customers now have a full spectrum of support offerings ranging from free helper libraries and a real time service health and availability dashboard to dedicated and named support engineers. To learn more and to get started, visit

"In the past year, the total number of Twilio customers has more than doubled and companies of all sizes are relying on Twilio for critical customer communications," said Twilio CEO Jeff Lawson. "As many of our customers seek a closer relationship with Twilio's support engineers to improve planning and issue resolution, we want to offer support plans that meet every need and budget."

The new Twilio Personalized Support plan includes:

  • 24x7 Response: Access to Twilio support staff via both email and phone, 24-hours a day, for business-critical issues with a one-hour service level agreement.
  • Named Support Engineer: Access to a designated contact in Twilio support who understands details such as the programming language and environment being used in order to expedite issues resolution.
  • Support Manager Escalation Line: Direct access to customer support managers for escalation of urgent issues. 
  • Quarterly Checkups: Quarterly meetings with Twilio support to review use cases, past issues and to assist with capacity planning and optimization for Twilio deployments.

The cost for Twilio Personalized Support is $5000/month.

Additional Twilio Support plans include:

  • Premium Support: The Premium Support Plan is designed for developers and businesses who may not want a dedicated support engineer, but who still want fast response times via email and phone 24x7. This plan guarantees customer support response in one hour or less for urgent issues. Premium Support is priced at $1,500/month.
  • Bootstrap Support: The Bootstrap Support plan includes response times of two hours or less. This plan is great for businesses that want email support and need a more predictable response time than what is available in the Free Support plan. The cost for Bootstrap support is $500/month.
  • Free Support: Every new Twilio customer has access to Twilio's real-time status dashboard which provides the most up to date and timely service health information as well as speedy email support. 

In addition to the always-available service health dashboard published at, all customers can now sign up to receive real-time service health notifications via email. Customers can quickly and easily subscribe via their account portal. 

About Twilio
Twilio makes communications easy and powerful. With Twilio's platform, businesses can make communications more relevant and contextual by integrating voice, messaging and WebRTC capabilities directly into their software applications. We are re-inventing the $1.6 trillion communications market, taking it from its 150-year legacy in hardware to its future in software. Our platform has more than 400,000 registered developers and is used in more than one million unique software applications. Industry disruptors like Uber, Airbnb, Trulia, Box and Zendesk and enterprises like Coca Cola Enterprises, Walmart, Home Depot, Intuit and Alaska Airlines, trust Twilio to power and innovate their communications at global scale.

Founded in 2008, Twilio is privately-held and has over 300 employees with offices in San Francisco, Mountain View, New York City and London. The company has raised over $100M from leading venture investors such as Bessemer, Redpoint and Union Square.

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