Email is a mission-critical communication for most businesses, and you need an email provider you can depend on. Twilio SendGrid is committed to being your trusted partner in email delivery and being responsive to your needs. When you have questions or encounter an issue, we know you want 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, while continuing to offer you the communication channel options you expect across, ticket, chat, and phone that are included in your existing email packages.

Review our new and improved response times and priority levels outlined below.

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

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: This status only applies to applications that are in production. It represents a complete loss of service or a significant feature that is completely unavailable, and no workaround 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 workaround may be available. 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 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.



Larry Aronovitz
Larry leads the Global Support team at Twilio, responsible for Twilio’s support delivery strategy and execution. Larry is a seasoned technology executive with 20 years of experience leading Support, Professional Services, and Operations for small, medium and large enterprises.