I've been using Twilio for over 3 years now and haven't experienced any significant downtime or service issues. Their support has always been amazing. Obviously this situation sucks but if there's any company I'd trust to make it right it's Twilio.

From a developer point of view, we all have bugs. I remember the first time one of my bugs impacted customers and it was awful. If there's any community that should be understanding that things like this happen in the tech world, it should be us.