Premium Support 2012 11 19
twilio is a web-service API that lets you use your existing web languages and skills to build voice and SMS applications. We focus on building a simple, powerful, pay-as-you-go communications platform so that you can focus on what you do best. twilio celebrates the DOers and heroes changing the way we communicate. Sometimes, even heroes need some help accomplishing their goals. We’re here to help you! Everyone who contacts twilio for help gets a response from a support team member. Our Customer Support organization focuses on providing technical support and customer service for twilio‘s partners, developers and business users. This document provides an overview of our support options and our approach to providing a premium level of support when you need something stronger.
www.twilio.com/premium-support
WHO GETS SUPPORT? Anyone who directly contacts twilio for technical support and/or customer service will receive a response from a human being. Today, there are two methods for contacting us: • Submit a ticket via web form at http://www.twilio.com/help/contact • Email to [email protected] There is no response timeline guarantee for general customers who contact us. We deliver “reasonable effort” response to a general inquiry, usually getting a response within 1 business day. Our business hours cover Monday through Friday, 6:00 AM US Pacific to 6:00 PM US Pacific, excluding major US holidays.
WHAT IF YOU WANT MORE? All customers are different and so are their support needs. Maybe you want a guaranteed faster response time; or, maybe you prefer to talk to us over the phone about your question or problem. Perhaps you run a 24x7x365 global business, and need to be sure you can get help in an emergency on Saturdays at 3:00 AM for your production application. If that sounds like you, we offer our Premium Support products. Premium Support customers move to the front of the line, ahead of customers who are getting our free “reasonable effort” support. The primary features of the Premium Support products include: • Faster response times, with response time guarantees, on every interaction you have with twilio • Phone support by phone • After-hours and weekend emergency support for production applications • No contract needed, no exotic pricing
www.twilio.com/premium-support
HOW DO I PURCHASE PREMIUM SUPPORT? Premium Support is purchased as a self-service product, on a per-month flat rate basis. You have the ability to purchase Premium Support through your Twilio account dashboard, inside the Help menu, and can cancel at any time. Like everything else with Twilio, no contracts or minimum commitments are required! Your purchase will automatically renew at the same level on a monthly basis, unless you cancel prior to your renewal date. There is no penalty for canceling, and you can add Premium Support back in to your account at a later date if the need arises.
WHAT ARE THE DIFFERENT SUPPORT TIERS? We offer four different tiers of Support. Each tier builds on the previous tier, including all of the features defined in the previous tier plus at least one major new feature.
FREE. The Free plan includes website self-service (documentation, FAQs, etc), and the ability to submit your questions or problems to Twilio as support tickets via your account dashboard (https://www.twilio.com/user/account/support/ticket/create) or via email ([email protected]). There is no guaranteed response time in the Free plan.
BOOTSTRAP. The Bootstrap plan adds a guaranteed response time to all tickets that you submit, for both the initial response from us, as well as all of your follow-up comments on existing tickets.
PHONE.
The Phone plan accelerates the guaranteed response time, making it faster
than Bootstrap, and also gives you a toll-free phone number that you can call during business hours to speak with a member of our team about your ticket.
24x7. The 24x7 plan accelerates the guaranteed response time yet again, and gives you a guaranteed response after-hours and on weekends for any business-critical problem with your production application.
www.twilio.com/premium-support
HOW IS EACH PREMIUM SUPPORT TIER PRICED?
FREE
BOOTSTRAP
PHONE
24x7
$0
$200
$2500
$5000
Website SelfService
Available
Available
Available
Available
Inbound Email Support
Available
Available
Available
Available
Guaranteed Response Time
None
Available
Available
Available
Inbound Phone Support
None
None
Available
Available
24x7x365 Emergency Response
None
None
None
Available
Price per month
www.twilio.com/premium-support
WHAT ARE THE GUARANTEED RESPONSE TIMES? FREE
BOOTSTRAP
PHONE
24x7
Priority 1 Tickets
None
Within 4 Business Hours
Within 2 Business Hours
Within 1 Hour, 24x7x365
Priority 2 Tickets
None
Within 8 Business Hours
Within 4 Business Hours
Within 2 Business Hours
Priority 3 Tickets
None
Within 12 Business Hours
Within 6 Business Hours
Within 3 Business Hours
HOW ARE PRIORITY LEVELS DEFINED? The priority level of the submitted ticket is used to determine the response time guarantee.
PRIORITY 1: BUSINESS CRITICAL Only available for production applications. Represents a complete loss of service or a significant feature that is completely unavailable, and no workaround exists. 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. Premium Support customers may set the priority level of a ticket. However, twilio reserves the right to reclassify the priority level at any time if we reasonably believe the classification is incorrect. Reclassifications are almost exclusively used in situations where a ticket is submitted as Priority 1, but the situation contradicts the Priority 1 definition - usually a non-production setup issue, or how-to question. Twilio team members may also increase the priority level if the situation is deemed to be more urgent than originally reported. If the priority level is not set by the customer, the ticket will default to Priority 3.
www.twilio.com/premium-support
WHAT IF twilio DOES NOT MEET THE GUARANTEED RESPONSE TIMES? If twilio fails to meet the average response time guarantee in a given month, we will credit your account for 100% of the Premium Support price for a given month. If we don’t meet our guarantees, the next month’s cost is on us!
WHAT ELSE DO I NEED TO KNOW? RESOLUTION TIME Twilio does not provide any target timeframes for problem resolution on support tickets. We try to resolve tickets as fast, accurate, and comprehensive as possible, rather than try to hit specific time measurements for resolution.
AUTHORIZED OR NAMED CONTACTS Twilio does not limit the number of people from a particular company who can contact us for support. However, we will attempt to work with primary contacts such as a technical resource or the business owner, instead of end-users from your company.
www.twilio.com/premium-support
Copyright 2012 Twilio. All rights reserved. Patents Pending. Twilio, TwiML, and OpenVBX are trademarks of Twilio, Inc.
www.twilio.com/premium-support
www.twilio.com/premium-support
WHO GETS SUPPORT? Anyone who directly contacts twilio for technical support and/or customer service will receive a response from a human being. Today, there are two methods for contacting us: • Submit a ticket via web form at http://www.twilio.com/help/contact • Email to [email protected] There is no response timeline guarantee for general customers who contact us. We deliver “reasonable effort” response to a general inquiry, usually getting a response within 1 business day. Our business hours cover Monday through Friday, 6:00 AM US Pacific to 6:00 PM US Pacific, excluding major US holidays.
WHAT IF YOU WANT MORE? All customers are different and so are their support needs. Maybe you want a guaranteed faster response time; or, maybe you prefer to talk to us over the phone about your question or problem. Perhaps you run a 24x7x365 global business, and need to be sure you can get help in an emergency on Saturdays at 3:00 AM for your production application. If that sounds like you, we offer our Premium Support products. Premium Support customers move to the front of the line, ahead of customers who are getting our free “reasonable effort” support. The primary features of the Premium Support products include: • Faster response times, with response time guarantees, on every interaction you have with twilio • Phone support by phone • After-hours and weekend emergency support for production applications • No contract needed, no exotic pricing
www.twilio.com/premium-support
HOW DO I PURCHASE PREMIUM SUPPORT? Premium Support is purchased as a self-service product, on a per-month flat rate basis. You have the ability to purchase Premium Support through your Twilio account dashboard, inside the Help menu, and can cancel at any time. Like everything else with Twilio, no contracts or minimum commitments are required! Your purchase will automatically renew at the same level on a monthly basis, unless you cancel prior to your renewal date. There is no penalty for canceling, and you can add Premium Support back in to your account at a later date if the need arises.
WHAT ARE THE DIFFERENT SUPPORT TIERS? We offer four different tiers of Support. Each tier builds on the previous tier, including all of the features defined in the previous tier plus at least one major new feature.
FREE. The Free plan includes website self-service (documentation, FAQs, etc), and the ability to submit your questions or problems to Twilio as support tickets via your account dashboard (https://www.twilio.com/user/account/support/ticket/create) or via email ([email protected]). There is no guaranteed response time in the Free plan.
BOOTSTRAP. The Bootstrap plan adds a guaranteed response time to all tickets that you submit, for both the initial response from us, as well as all of your follow-up comments on existing tickets.
PHONE.
The Phone plan accelerates the guaranteed response time, making it faster
than Bootstrap, and also gives you a toll-free phone number that you can call during business hours to speak with a member of our team about your ticket.
24x7. The 24x7 plan accelerates the guaranteed response time yet again, and gives you a guaranteed response after-hours and on weekends for any business-critical problem with your production application.
www.twilio.com/premium-support
HOW IS EACH PREMIUM SUPPORT TIER PRICED?
FREE
BOOTSTRAP
PHONE
24x7
$0
$200
$2500
$5000
Website SelfService
Available
Available
Available
Available
Inbound Email Support
Available
Available
Available
Available
Guaranteed Response Time
None
Available
Available
Available
Inbound Phone Support
None
None
Available
Available
24x7x365 Emergency Response
None
None
None
Available
Price per month
www.twilio.com/premium-support
WHAT ARE THE GUARANTEED RESPONSE TIMES? FREE
BOOTSTRAP
PHONE
24x7
Priority 1 Tickets
None
Within 4 Business Hours
Within 2 Business Hours
Within 1 Hour, 24x7x365
Priority 2 Tickets
None
Within 8 Business Hours
Within 4 Business Hours
Within 2 Business Hours
Priority 3 Tickets
None
Within 12 Business Hours
Within 6 Business Hours
Within 3 Business Hours
HOW ARE PRIORITY LEVELS DEFINED? The priority level of the submitted ticket is used to determine the response time guarantee.
PRIORITY 1: BUSINESS CRITICAL Only available for production applications. Represents a complete loss of service or a significant feature that is completely unavailable, and no workaround exists. 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. Premium Support customers may set the priority level of a ticket. However, twilio reserves the right to reclassify the priority level at any time if we reasonably believe the classification is incorrect. Reclassifications are almost exclusively used in situations where a ticket is submitted as Priority 1, but the situation contradicts the Priority 1 definition - usually a non-production setup issue, or how-to question. Twilio team members may also increase the priority level if the situation is deemed to be more urgent than originally reported. If the priority level is not set by the customer, the ticket will default to Priority 3.
www.twilio.com/premium-support
WHAT IF twilio DOES NOT MEET THE GUARANTEED RESPONSE TIMES? If twilio fails to meet the average response time guarantee in a given month, we will credit your account for 100% of the Premium Support price for a given month. If we don’t meet our guarantees, the next month’s cost is on us!
WHAT ELSE DO I NEED TO KNOW? RESOLUTION TIME Twilio does not provide any target timeframes for problem resolution on support tickets. We try to resolve tickets as fast, accurate, and comprehensive as possible, rather than try to hit specific time measurements for resolution.
AUTHORIZED OR NAMED CONTACTS Twilio does not limit the number of people from a particular company who can contact us for support. However, we will attempt to work with primary contacts such as a technical resource or the business owner, instead of end-users from your company.
www.twilio.com/premium-support
Copyright 2012 Twilio. All rights reserved. Patents Pending. Twilio, TwiML, and OpenVBX are trademarks of Twilio, Inc.
www.twilio.com/premium-support
