Twilio SendGrid Commits to Responsive Buyer Assist

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Email is a mission critical communication for most businesses and you need an email provider you can rely on. Twilio SendGrid strives to be your trusted email delivery partner and to address your needs. If you have any questions or encounter a problem, we want to give you the peace of mind that you have quick access to an expert who can help you.

We aim to provide you with better service by improving and clearly defining our initial and subsequent response times based on the severity of your problem and by continuing to offer you the communication channel options you expect for ticket, chat and phone those in Your existing email packages are included.

Check out our new and improved response times and priority levels listed below.

Guaranteed response times for the SendGrid email API

Ticket priority Problem status Free Email API Basics 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 Worsened

service

N / A Within 6 business hours Within 2 business hours Within 2 business hours
3 General problem N / A Within 9 business hours Within 3 business hours Within 3 business hours

Guaranteed response times for SendGrid marketing campaigns

Ticket priority Problem status Free Marketing campaigns Basic Marketing campaigns expanded
1 Business critical N / A Within 3 business hours Within 1 hour (24 × 7)
2 Deteriorated service N / A Within 6 business hours Within 2 business hours
3 General problem N / A Within 9 business hours Within 3 business hours

How do you define priority levels?

They know your business impact best, so they will choose a priority level for you Submit your support ticket. However, a support agent can 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 is a total service outage or a critical feature that is not available and there is no workaround. This does not include development problems or problems in staging environments.
  • PRIORITY 2, STEPPED SERVICE: Includes intermittent problems and decreased service quality. A workaround may be available. Does not contain development issues or issues in staging environments.
  • PRIORITY 3, GENERAL EDITION: Contains product questions, functional requirements, 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 Advanced API Pro, Premier, and Marketing Campaigns Advanced packages.

Twilio SendGrid is committed to being your partner in customer support for email delivery.

These clear support response times ensure that your integration, troubleshooting and incident handling processes run smoothly.

To submit a support ticket, Sign in to your Twilio SendGrid account. Navigate to your account profile and select Help & Support to create a ticket.

For bespoke, proactive support, including a dedicated technical account manager, Contact sales Learn more about personalized support.

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