Case Study: Twilio achieves a 92% improvement in Mean Time to Resolution (MTTR) with LightStep

Twilio Improves Mean Time To Resolution (MTTR) by 92% with LightStep [x]PM

Twilio, a global communications API provider, faced the challenge of maintaining reliable, low-latency service at scale as its architecture grew to 40+ core services and 1.6M developers. Traditional logging and monitoring were cost-prohibitive and slow for account-level SLA management and root-cause analysis, so Twilio turned to LightStep’s tracing-based application performance monitoring to get higher-fidelity, multi-dimensional visibility without building a costly in-house solution.

LightStep was deployed with dashboards, alerts, and account-level SLA monitoring to prioritize remediation for top customers and integrate into existing workflows. As a result, Twilio improved mean time to resolution (MTTR) by 92%, reduced root-cause analysis time from ~40 minutes to under 3 minutes, saved the Insight Engineering team about 20 hours per week, and discovered fixes within an hour that cut latency by 70% for billing transactions — all while enabling customer-specific monitoring and proactive support.

Twilio

Jason Hudak

Vice President of Platform Engineering