Twilio Managed Service Offerings

Our a la carte lineup of services are specially tailored to help supplement your in-house staffing and capabilities, or offer a white glove approach. We can own as little or as much operational upkeep and management of the solution as desired.

Key Benefits:

·        24x7x365 access to highly skilled, specialized cloud contact center technical professionals

·        Reduce risk to the business

·        Proactive system support and monitoring for improved performance, less downtime, and fewer glitches

·        Reduce business costs with controlled and predictable spending

·        Improve IT efficiencies and business optimization

·        Greater scalability and availability

·        Third-party vendor management

Essentials Operations and Support:

·        24x7x365 tiered-level technical support (L1-L3)

·        Performance health monitoring of the Twilio instance with proactive customer notification

·        Platform troubleshooting and resolution

·        Management of ongoing updates and upgrades of the Twilio Flex instance

·        End-user/agent/supervisor training

·        Liaison with Twilio support as needed

·        Twilio manufacturer partner support plan with defined service level agreements

·        Dedicated technical account manager

·        Monthly service performance delivery reporting

·        Semi-annual business review

Custom Development Operations and Support:

·        24x7x365 developer support for customizations and integrations

·        Performance health monitoring of custom components with proactive customer notification

·        Release and deploy custom code upgrades to fix verified reproducible bugs

·        Release and deploy custom code upgrades to remain compatible with Twilio service enhancements

·        Liaison with Twilio support and other third-party integrated vendors as required

·        Solution architecture documentation management

·        Defined service level agreements

Managed Moves, Adds, Changes, and Deletes:

·        Unlimited remote minor configuration adjustments of routine administrative tasks

·        Management of secure moves, adds, changes, or deletes within the platform

·        Defined service level agreements within 48 hours

Our operations and support team acts like in-house IT with highly skilled specialization, without the associated costs. As a Twilio Gold Partner, we work directly with Twilio in situations where vendor support is required. Our direct channel access enables our experts to provide dedicated support with heightened urgency.