Benefits
Every account gets the free Standard plan with Twilio-grade web support out of the box. Explore additional features available with a paid plan.
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Target response times
Target response times depend on an inquiry's priority level. Your most critical issues will immediately move to the top of the list.
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24/7 web and email support
We offer 24/7 support for all your mission-critical services with a paid support plan. Contact the support team anytime for help on any day.
Support for Twilio Segment customer data products
Looking for a support plan for other Twilio communication products (Messaging, Voice, Verify, etc)? View Twilio support plans
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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 |
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Target Initial Response |
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P1 |
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3 business hours |
1 hour (24x7) |
15 minutes (24x7) |
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P2 |
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6 business hours |
2 business hours |
2 hours (24x7) |
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P3 |
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9 business hours |
3 business hours |
4 business hours |
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P4 |
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1 business day |
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Ticket prioritization |
Twilio Segment |
Customer |
Customer |
Customer |
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System status notifications |
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Email/Web support |
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Designated account manager |
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*End of Sale as of February 2, 2026
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.twilio.com/en-us/support-plans/cdp.
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