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          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

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          Telco transformed
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          Guide
          The actionable guide to increasing customer loyalty with mobile messaging
          Get the guide
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          Tie numbers to voice service, call center, messaging, IoT solutions, faxing and emergency services

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

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          No PIN, zero-click verification with proven security

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

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        • 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
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          Easy-to-use messaging platform that integrates with your existing tech stack to engage your customers on the channel of their choice.

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          Conversational AI chatbot and voicebot platform

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

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          Global SMS interconnectivity made easy

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          Safeguard SMS monetization and tighten up security

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          Global MMS interconnectivity made easy

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          Increase revenue on legacy messaging services

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

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

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

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

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        • illustration girl on phone with a computer in her lap
          White paper
          Signaling threats: SS7 and beyond
          Get the white paper
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  1. Sinch
  2. Messaging Service Level Agreement (SLA)

Main navigation

  • 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

          • SMS Verification

            Secure your customer journey while increasing conversions and reducing churn

      • 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

        • SMS Verification

          Simple, secure user authentication powered by text messaging

        • 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
        • MessageMedia

          Easy-to-use messaging platform that integrates with your existing tech stack to engage your customers on the channel of their choice.

        • Sinch Engage

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

        • Chatlayer

          Conversational AI chatbot and voicebot platform

        • Contact Pro

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

        • 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.
        Become a partner   Find a partner

      • 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.

  • Telco
      • 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

      • 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
      • Wholesale Voice

        Easily transition to the most directly connected and diverse all-IP network with one trusted partner offering flexible connectivity and voice solutions.

        • PSTN Connectivity

          PSTN connectivity gives you all IP access to a single, deeply interconnected network

        • Decommission TDM

          Replace your outdated TDM infrastructure with all—IP access

        • IPES support

          Enjoy an all-IP connection with IPES carrier benefits

        • Cloud Switching

          Upgrade your aging communications infrastructure with a comprehensive voice solution

  • Developers
  • Insights
    • By Type
      • Blog

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

        Culture & Technology 

      • Customer stories

        Discover how we help brands increase customer engagement, satisfaction, and growth

      • Resources

        Our latest research, reports, white papers, and guides are all here for you to enjoy and learn

        CX Education podcast

      • Events & Webinars

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

        On-demand and past events

      • News

        Press coverage and company announcements

    • Column
      • By Topic
        • Fraud in business messaging
        • Omnichannel
      • Featured Resources
        • Image of the Gartner MQ for CPaaS 2023
          Report
          Gartner® names Sinch a Magic Quadrant™ Leader for CPaaS
          Get the report
        • IDC Marketscape 2023
          Excerpt
          Sinch named a Leader in IDC MarketScape 2023
          Get the excerpt
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Terms and Conditions

Messaging Service Level Agreement (SLA)

Version 6.1 - Date of release: 5 September 2023 

This Service Level Agreement (“SLA”) is part of an agreement for certain SINCH services (“Agreement”) between SINCH and Customer and apply solely to the Services and not any other SINCH product or service.

Capitalized terms are defined in the Glossary below. Capitalized terms not defined in this SLA shall have the meanings ascribed to them in the General Terms and Conditions for SINCH Services (“GTC”).

General

Sinch will make the Service available to Customer as specified in the Order Form and the Agreement and in accordance with the service level as described in this SLA.

Service Availability

Sinch will use reasonable endeavors that the Service will be available 99.95% of the time, in the manner, and with the exceptions, set forth below.

Availability of the Service will be calculated each month, as a percentage based on the fraction below:

Measurement Period – Unavailability

——————————————————

Measurement Period

 

Service Windows

Notifications about scheduled service windows (excluding unplanned/emergency maintenance) will be sent no less than 10 business days in advance. The standard service windows are:

US Sites: Tuesday & Thursday 1AM – 4AM PST/PDT

Other sites: Tuesday & Thursday 9PM – 12AM CET/CEST

Service windows may be extended or shortened as needed and may fall on different times or days as needed.

SMS Latency

SMS Content delivery latency varies between destinations and depends on the handset status. Sinch will promptly acknowledge receipt of Content upon actual receipt. Sinch measures latency across all traffic per month sent to valid and available handsets. Increased latency due to reasons outside Sinch control, such as Service Provider outages are excluded.

Latency Type

Sinch Target Performance

Internal Latency

Less than 10 seconds for 90% of traffic per month

Handset Latency

Less than 30 seconds for 90% of traffic per month

 

Helpdesk and Fault Reporting

The Help Desk is available 24/7. Customers may contact Sinch’s Help Desk via https://tickets.sinch.com or email at [email protected], please include the below information:

  • Nature of the fault
  • Priority level in accordance with this SLA. Sinch may reclassify the priority during the fault investigation.
  • Sample numbers, CDRs or other data if applicable
  • Time of fault

Once this is done you will be kept up to date via email. If however it is a pressing/high priority issue you can contact us for updates via one of the below numbers making sure to have the issue reference ready for our support team:

SE +46706160585

UK +448000549012

US +18442070266

AUS +611800778192

SGP +658004922356

Priority Levels

Priority

Definition

P1

Total loss of Service, whereby the Customer is unable to send, unable to receive or unable to send to or receive from all Service Providers networks.

P2

Partial loss of Service, whereby there is an inability to send or receive from specific Service Provider’s numbers or multiple networks.

P3

The Service is degraded such that any agreed levels of throughput and/or latency are not met, Contents are not delivered in accordance with the relevant Order Form, or a P1 failure occurs with respect to one Service Provider’s network only

P4

Non-current or intermittent faults.  Where relevant, includes follow-up on P1 or P2 level faults that are no longer current.  Failures other than P1, P2 or P3 faults and any general questions or requests

 

Fault Response

Sinch shall utilize commercially reasonable efforts to deliver minimum 90% of below-mentioned fault response performance services in accordance with the following times and accuracy targets.

Stage \ Priority

P1

P2

P3

P4

Initial Response Time

30 minutes

1 hour

24 hours

48 hours

Target Restoration (work around)

2 hours

4 hours

2 working days

7 working days

Target Resolution

5 working days

10 working days

15 working days

30 working days

Progress Reports

Every 60 minutes until restoration and at resolution

Every 4 hours until restoration and at resolution

At resolution

At resolution

Fault Reporting Method

Email and Phone

Email and Phone

Email

Email

 

Contacts

Level of Contact

Contact Details Sinch

Contact Details Customer

Level 1

NOC. Technical staff on duty

NOC Staff (24/7)

Phone Americas: +1 4703008394

Phone APAC: +65 31583155

Phone EMEA: +46 844682803

Email: [email protected]

NOC Staff

tel/mob:

email:

Level 2

Account Manager

[Account Manager]

Phone: (business hours)

Email:

Name

Title

tel/mob:

email:

Level 3

Manager, Fault Management

NOC Duty Manager

Phone Americas: +1 954 678 4831

Phone EMEA: +44 203 744 8145

Name

Title

tel/mob:

email:

:

Glossary

1.1 “Availability” means the percentage of the “Measurement Period” during which the Sinch “Service(s)” is made available to the Customer.

1.2 “Delivery Receipt Latency” means the time from Sinch's acknowledgement of Content reception, until Content delivery receipt is received by Sinch from relevant Service Provider. No latency target will be given for Delivery Receipt Latency since Service Provider can deprioritize Content delivery receipts.

1.3 “Exclusion(s)” means unavailability of the Service for one or more of the following reasons:

  • Any scheduled maintenance for which Sinch gives prior notice.
  • Failure of, or congestion experienced in any part of a network outside of where the Service are hosted (e.g. Service Providers or internet);
  • Causes beyond any party’s reasonable control as referred to in the Agreement;
  • Suspension of the Services in accordance with the Agreement;
  • Customer caused issues including (but not limited to):
    • Any failure to provide information requested by Sinch.
    • Any failure to interface to the Service in accordance with Sinch instructions.

1.4 “Fault Reporting Method” means the way faults must be reported in order for Sinch to appropriately investigate the fault.

1.5 "Handset Latency” means the time from Sinch's acknowledgement of Content reception, until Content is delivered to relevant handset.

1.6 “Initial Response Time” means the target time to respond to Customer's notification to Sinch of a fault.

1.7 “Internal Latency” means the time from Sinch's acknowledgement of Content reception, until processed by Sinch and Content reception acknowledged by relevant Service Provider for onward delivery to handset.

1.8 “Measurement Period” means one (1) calendar month starting from the first day of that specific calendar month (UTC). The time is calculated in minutes.

1.9 “Progress Reports” means recurring updates on the fault until restoration or resolution, as applicable.

1.10 “Service” means for the purpose of this SLA, the SMS, MMS, Voice, Verification API services and In-app Voice and Video based services ordered by the Customer under an Order Form.

1.11 “Target Resolution” means the target time from when Customer has reported the fault until resolution of the fault.

1.12 “Target Restoration” (Work around) means the target time to find a temporary workaround for the reported fault. A temporary workaround is a solution, which substantially restores regular Service, although some non-material problems may persist.

1.13 “Unavailability” means a minimum continuous 5-minute periods that the Sinch “Service(s)” is not responding adequately to incoming requests, and/or are not establishing outgoing connections per region as intended, in each case expressed in number of minutes.

 

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Talk to an expert

Americas - Atlanta, GA, USA

+1 470 300 8394

Mon-Fri 9am-6pm EST

EMEA - Stockholm, Sweden

+46 8 446 828 03

Mon-Fri 8am-5pm CET

APAC - Singapore

+65 315 83155

Mon-Fri 9am-6pm UTC

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