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  1. Sinch
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  • Products
      • Column
        • Channels
          • SMS
          • MMS
          • RCS
          • WhatsApp
          • Facebook Messenger
          • Instagram
          • All Channels
        • Column
          • Connect channels with Conversation API

            Keep things simple and connect multiple channels with one integration for an omnichannel and conversational messaging experience

          • Standalone Messaging APIs

            Take a look at our standalone, secure cloud-based messaging APIs for single channel needs

      • Use cases
        • Message Across all Channels

          All-in-one messaging across every mobile channel

        • Engage with Customers

          Start a meaningful, real-time conversation with customers today

        • Boost Customer Support and Satisfaction

          Transform customer service with relationship-building conversations

      • Voice & Video
        • Voice Services

          Make calls directly connected to the largest tier 1 network

        • Toll-Free Voice

          Give callers an easy and reliable way to reach you

        • SIP Trunking

          Call local, long distance or toll-free with the highest quality service

        • Operator Connect for Microsoft Teams

          Enable Microsoft Teams calling with Operator Connect

          Direct Routing for Microsoft Teams

        • Unified Communications

          Get all the tools you need in one place with our comprehensive cloud communications platform

          Private Label Cloud Communications

        • Emergency Services

          Promote safety and security with innovative 911 technology. Find out how our solutions let you help callers quickly reach 911
          E911 Next Generation 911

        • Number Masking

          Anonymize voice calls to protect you and your customers while keeping personal numbers safe

        • Cloud Connect for Webex Calling

          Transform the audio precision of your Webex meetings

        • STIR/SHAKEN

          Fight back against robocalls, increase call answer rates, and build consumers' trust

        • In-App Video Calling

          Build a seamless, customizable in-app video experience into your mobile and web app

        • In-App Voice Calling

          Integrate voice easily into your app for smooth real-time communication globally

        • Voice API

          Design the exact voice call flow you need with flexible and scalable solutions​

      • Use cases
        • Scale Your Voice Services

          Get a complete voice solution from a single provider by setting up any call type your business needs to connect

        • Future-Proof Access to Emergency Services

          Help callers reach 911 and empower first responders to assist distressed callers

        • Implement Anonymous Calling

          Ensure privacy between end users and avoid revenue leakage through number masking or in-app calling

      • Email
        • Mailgun

          Email API – Send, receive, and track emails effortlessly with an industry-leading Email Service Provider

        • Mailjet

          Whitelabel email marketing solution--Accelerate your go-to-market with Mailjet Embedded

        • Email on Acid

          Email on Acid has the tools you need to press send with greater confidence

        • InboxReady

          Improve your inbox placement and connect with real people – your customers

      • Use cases
        • Ensure Deliverability

          Our powerful Email API scales to send billions of emails and delivers them quickly

        • Rendering QA and multi-platform preview

          Ensure your message gets seen as intended - no matter the client

      • Featured Resources
        • Illustration of a man on sofa
          Report
          Telco transformed
          Get the report
        • Ilustration of a man on a sofa
          Guide
          The actionable guide to increasing customer loyalty with mobile messaging
          Get the guide
      • Connectivity
        • Numbers

          Find a number that meets all your business needs

          Toll Free 10DLC Short Codes

           

        • Number Porting

          Keep business continuity with successful and painless number porting

        • Number Lookup

          Engage the right customers, on the right numbers

        • Voice IP Exchange

          Enhancing your connectivity with rich voice and video

        • PSTN Connect

          Gain nationwide IP access with interconnectivity to a single network

        • Fax API

          Securely send and receive faxes at scale

          Cloud Business Fax

      • Use cases
        • Expand Your Global Presence

          Add international and toll-free numbers for inbound calling, 2-way calling and emergency assistance

        • Text Message Enable Numbers

          Send SMS and MMS messages from any local 10-digit or toll-free number with P2P capabilities rivaling wireless carriers

        • Support Your Business Growth

          Tie numbers to voice service, call center, messaging, IoT solutions, faxing and emergency services

      • Verification
        • Verification API

          Multi-factor authentication for secure signups and logins

        • Flash Call Verification

          The faster, more cost-efficient alternative to traditional SMS verification

        • Data Verification

          No PIN, zero-click verification with proven security

        • Phone Call Verification

          Universal verification for mobile and landline numbers

      • Use cases
        • Provide Security and Trust

          Enhance app security and protect customers' shared data with scalable multi-factor authentication solutions

        • Improve Acquisition

          Increase conversion rates in your signup flow with flexible and reliable phone number verification

        • Ensure Global Reach

          Use phone numbers as a global user identity with SIM-based verification methods

      • Featured Resources
        • Illustration of a woman
          White paper
          Two-factor authentication: Why SMS is here to stay
          Get the white paper
        • Illustration of a woman
          White paper
          Building a smooth, secure experience with SMS-based 2FA
          Get the white paper
      • Applications
        • Campaigns

          Scalable mobile marketing solutions for rich, personalized campaigns

        • Chatlayer

          Conversational AI chatbot and voicebot platform

        • Contact Pro

          Voice, video, chat, messaging, and email - all in one cloud contact center solution

        • Sinch Engage

          Sinch Engage Software-as-a-service solution to use instant messengers for marketing, support and sales in one platform

        • Mobility Clients & SDKs

          Build your own customized, feature-rich mobility solution with a easy to configure cloud softphone and SDK

      • Use cases
        • Conversational Marketing

          Engage customers with meaningful, real-time conversations

        • Conversational Customer Service

          Transform customer service with relationship-building conversations

        • Conversational Commerce

          Automate the customer journey and provide unified customer experience 

  • Solutions
    • Business
      • Enterprise

        Obtain all your cloud communications solutions through one provider

      • Communication Service Providers

        Accelerate your innovation and maintain your competitive edge with our comprehensive communication solutions

      • Operators

        Optimize your operations and remove the headache of network management

    • By Department
      • Marketing

        Wow your customers effortlessly with personalized messaging throughout the customer journey

      • Operations

        Boost operational efficiency and customer satisfaction with timely, relevant notifications

      • Customer Service

        Engage customers on their terms, on their channels. Our cloud-based communications platform brings your legacy support platform into the digital age!

    • By Industry
      • Financial Services
      • Retail
      • Healthcare
      • Media & Entertainment
      • Telecommunication
      • Travel & Transport
      • More
  • Partners
    • column
      • Strategic Partner

        Optimize your partnership solutions and messaging channels with conversational technology, AI automation, and SaaS applications.

      • Integrations & Connectors

        Seamlessly integrate our solutions with your favorite existing tools

    • column
      • Channel Partner

        Empower your customers and boost revenue selling CPaaS solutions as an agent — voice, messaging, email, and fax for enterprise and wholesale.

      • Private Label Partner

        Exceed customer expectations with the best private label cloud solution and feel supported every step of the way.

  • Operator
      • Enterprise revenue maximization

        Use the range of your network assets to create new services for enterprise

        • A2P Monetization

          Major revenue gains are waiting for you with SMS in the enterprise space

        • SMS Firewall

          Boost security and monetize enterprise messaging

        • Signaling Firewall

          Strengthen your network and protect your subscribers

      • Intelligent interconnect

        Secure profitability with essential interconnect services while moving to the all IP-world of your future network

        • SMS for Operators

          Global SMS interconnectivity made easy

        • SMS Select

          Safeguard SMS monetization and tighten up security

        • MMS for Operators

          Global MMS interconnectivity made easy

        • Messaging Proxy

          Increase revenue on legacy messaging services

        • IPX

          Our one-stop shop for global connectivity

      • 5G readiness

        Balance 5G's lmitless possibilities with a smooth transition from legacy technology

        • 5G Messaging

          Make the most of the bright future of SMS in 5G

        • Policy & Charging

          Define any mobile offering with powerful tools. Do it fast to stand out from the crowd

        • Value Added Services Platform

          Subscriber call connection and messaging taken care of. Your revenue and TCO optimized

      • SMS Transformation

        Simplify your SMS business, boost A2P messaging revenue, and cut costs with one unique solution

        • SMS Transformation

          Maximize the value of your SMS business

      • Featured Resources
        • illustration girl on phone with a computer in her lap
          White paper
          Signaling threats: SS7 and beyond
          Get the white paper
  • Developers
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      • Blog

        Your go-to resource for expert tips and insights on mobile engagement

        Culture & Technology 

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      • Resources

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        CX Education podcast

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        Take a look at the events we'll be attending and hosting over the next few months

        On-demand

      • News

        Press coverage and company announcements

      • All Insights
    • Column
      • By Topic
        • Fraud in business messaging
      • Featured Resources
        • Image of the CX retail report cover on a tablet
          Report
          What's in store? Rethinking CX for retail and e-commerce
          Get the report
        • Banking customer using mobile communication
          Report
          Bank to the Future: Rethinking CX for financial services
          Get the report

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Chatlayer Service Level Agreement (SLA)

Date of last revision – 24/06/2022

The following Service Level Agreement for Chatlayer SaaS product (“SLA”) applies only to those Customers who have purchased a Service which Sinch has agreed to support with this SLA. Please refer to your Agreement with Sinch or contact your Account Manager if you are unsure whether the SLA applies to your Services.

The SLA is governed by and may be subject to change in accordance with the Terms of Service at

Please refer to the Terms of Service and Section 4 below for the meanings given to capitalized terms in this SLA and Support Agreement.

 

1. Service Levels

Sinch will use reasonable endeavours to meet the following service level:

AVAILABILITY TARGET:

Availability of 99.9% in each Month.

Availability of the Platform is monitored by measuring tools and will be calculated using following formula

Availability for a given period (%) = A / B

Where:

A= Number Successful Measurements during the reporting period

B= Total Number of Measurements during the reporting period

Availability metrics are available on https://status.chatlayer.ai

 

2. SLA Exceptions

Sinch shall not be responsible for any failure to comply with any part of the SLA to the extent such failure results from one or more SLA Exceptions.

 

3. Measurement

Tracking of performance against the SLA shall be undertaken by Sinch using its internal measuring tools and processes.

 

4. Definitions

  • “Available” means that the Platform is correctly receiving messages and responding with “Availability” is calculated as described in chapter 1.
  • “Business Day” means a normal working day of Sinch from 8.00 a.m. to 8.00 p.m. from Monday to Friday, excluding European public holidays.
  • “Incident” is an unplanned interruption to or quality of the Service.
  • “Month” means a calendar month.
  • “Platform” means the Chatlayer platform used by Sinch to provide the Services.
  • “SLA Exceptions” means any failure to meet a service level as a result (either wholly or in part) of: (a) maintenance; (b) acts or omissions of Service Providers; (c) force majeure conditions referred to in the Terms of Service; (d) suspension of the Services in accordance with the Terms of Service; (e) Customer caused issues including (but not limited to): (i) any failure to provide information requested by Sinch; (ii) any failure to interface to the Platform in accordance with Sinch’s instructions; or (iii) the throughput which Sinch has agreed to provide under the Agreement being exceeded.
  • “Resolution” means that Sinch has determined that a Service Issue has been fixed, resolved or worked around.
  • “Resolution Time” means the period starting at the end of the Response Time and ending when a Resolution to an Incident has been provided by SINCH to the Customer.
  • “Response Time” means the period starting from the moment when SINCH has investigated an Incident and the Incident report provided by the Customer and ending when SINCH has provided a written acknowledgement that the report has been received and . In case Sinch requires additional information from the Client to be able to understand the Incident, Chatlayer will immediately notify the Client. The time between requesting such information and its receipt, shall not qualify as Response Time.
  • “Service Issue” means the Platform and/or Services are not able to be accessed or used substantially in accordance with your Agreement with Sinch.

 

5. Support Agreement

 

5.1 How do I report Service Issues to Sinch?

Customers should report all Service Issues to Sinch Customer Support, using one the following methods:

  • Email: support@chatlayer.ai
  • Sinch customer portals at https://support.chatlayer.ai/

 

5.2 What happens after I have reported a Service Issue?

Sinch will log a ticket in its support system and give the Service Issue one of the priority levels. See the table in Section 5.3 below for priority levels.

 

5.3 Within what timeframes will Sinch try to respond to and resolve my Service Issue?

This depends upon the priority given by Sinch to the Service Issue.

When a Service Issue is reported in accordance with the SLA, Sinch will use reasonable endeavours to comply with the following Response and Resolution Times:

SINCH Priority Impact Response Time objectives Resolution Time objectives
1. The Product is not Available for the total of Product Users and End Users.

 

or

The Product produces errors with a direct severe impact on all Product Users and End Users.

Two (2) hours during a Business Day. Four (4) hours during a Business Day;

 

Permanent fix targeted within two (2) weeks.

2. The Product is operational for the majority of Product Users and End Users, however it functions solely by:

 

–        material efforts performed by the Customer;

–        material additional costs incurred by the Customer; or

–        having serious restrictions on the functionalities of the Product

Four (4) hours during a Business Day. Eight (8) hours during a Business Day;

 

Permanent fix targeted within two (2) weeks.

3. The Product is operational but has certain limitations in functionality for the Product Users and End Users. Two (2) Business Day. Five (5) Business Days;

 

Permanent fix targeted within one (1) Month.

4. The Product is operational but anomalies are identified with regards to the functional documentation provided by SINCH. The anomaly has a minor impact for the Product Users and End Users. Ten (10) Business Days. Twenty (20) Business Days;

 

Permanent fix targeted within six (6) Months.

 

Each Response Time and Resolution Time commences at the point the client reported the Issue through the agreed upon channels (see section 5.1).

Sinch shall not be responsible for any failure to comply with any part of this Support Agreement to the extent such failure results from one or more SLA Exceptions.

 

5.4. Does Sinch conduct maintenance?

Planning of maintenance is communicated through https://status.chatlayer.ai

Planned maintenance with low risk of impact on our customers is planned at Sinch discretion.

Maintenance for which impact may occur is planned and communicated as soon is reasonably possible.

Additionally, Sinch will use reasonable efforts to give the Customer advance notice through https://status.chatlayer.ai of any planned maintenance by Service Providers which affects Services relating to particular destinations (provided Sinch gets equivalent notice from the applicable Service Providers).

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