[macspoofing]

Sorry to hear that. I hope everything works out.

Take this a learning experience. Once you get your business back, sit down with your team and come up with a mitigation plan because this may happen again. It's possible you may need to switch to another vendor, even one more expensive or smaller, but one with a dedicated support line and/or an account manager and stronger SLAs. Your business heavily relies on Twilio and you should have someone you can call at Twilio outside of the general support line. Maybe you need to attend their conferences and create a personal relationship with their developers or other employees so in cases like this you can backchannel your issue.

If you're going to outsource critical business infrastructure to third party SAAS vendors, make sure you have a plan for when things go tits up, because things will go tits up. It looks like Twilio screwed up here, but Twilio isn't going to suffer the consequences of this like your business will.