Twilio SendGrid Commits to Responsive Customer Support
Larry AronovitzEmail is a mission-critical communication for most businesses, and it requires a dependable email provider. Twilio SendGrid is committed to being your trusted partner in email delivery and responsive to your needs. With us, when you have questions or encounter an issue, get the peace of mind that you have fast access to an expert who can help.
We are stepping up to better serve you by enhancing and clearly defining our initial and follow-up response times, which align with the severity of your issue. Additionally, we will continue to offer you the communication channel options you expect across ticket, chat, and phone included in your existing email packages.
Review our new and improved response times and priority levels outlined below.
Twilio SendGrid Email API guaranteed response times
| Ticket Priority | Issue Status | Free | Email API Essentials | Email API Pro | Email API Premier |
| 1 | Business Critical | N/A | Within 3 business hours | Within 1 hour (24×7) | Within 1 hour (24×7) |
| 2 | Degraded Service | N/A | Within 6 business hours | Within 2 business hours | Within 2 business hours |
| 3 | General Issue | N/A | Within 9 business hours | Within 3 business hours | Within 3 business hours |
Twilio SendGrid Marketing Campaigns guaranteed response times
| Ticket Priority | Issue Status | Free | Marketing Campaigns Basic | Marketing Campaigns Advanced |
| 1 | Business Critical | N/A | Within 3 business hours | Within 1 hour (24×7) |
| 2 | Degraded Service | N/A | Within 6 business hours | Within 2 business hours |
| 3 | General Issue | N/A | Within 9 business hours | Within 3 business hours |
How do you define priority levels?
You know your business impact best, so you select a priority level when you submit your support ticket. However, a support agent may adjust your priority based on the details of your incident as defined below.
- PRIORITY 1, BUSINESS CRITICAL: Includes applications in production only. It represents a complete loss of service or a significant feature that is completely unavailable, and no work-around exists. This does not include development issues or problems in staging environments.
- PRIORITY 2, DEGRADED SERVICE: Includes intermittent issues and reduced quality of service. A work-around may be available. This does not include development issues or problems in staging environments.
- PRIORITY 3, GENERAL ISSUE: Includes product questions, feature requests, and development issues.
The speed of our Support team’s response time depends on the priority level, your email package, and how your plan works with our business hours. Priority 1 incidents now include 24/7 email and phone support for Twilio SendGrid’s Email API Pro, Premier, and Marketing Campaigns Advanced packages.
Twilio SendGrid is committed to being your partner in email delivery customer support.
These clear support response times ensure your integration, troubleshooting, and incident handling processes are painless.
To submit a support ticket, log into your Twilio SendGrid account. Navigate to your account profile and select Help & Support to create a ticket.
For customized, proactive support, including a designated technical account manager, contact Sales to learn more about personalized support.
