Version 6 - Date of release: 7 July 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. Customer may contact Sinch’s Help Desk via email at [email protected] telephone to +1 408 617 3700 x1 (Americas customers), +65 6248 5915 (APAC Customers) or +44 20 8432 1248 (EMEA customers) to report faults, in accordance with the Fault Reporting Method set out in Section 7. Fault reports should include: Nature of the fault Priority level in accordance with this…, 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…, 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…, 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…, 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. Type: Legal page
Version 6 - Date of release: 7 July 2023 By signing up to our services (the “, Services, ”) and affirming that you (the entity agreeing to the terms, “, you, ” or “, Customer, ”) agree to our terms of service through the sign-up process, you are entering into a master service agreement (the “, Agreement, ”) with the legal entity set out below, which shall be referred to as “, we, ”, “, our, ”, “, us, ” or “, Sinch, ”. The account creator represents and confirms to Sinch that you are the duly authorised representative and signatory of the Customer to act for and on behalf of the Customer to enter into the Agreement and accepts the General Terms of Services and all other terms, as set out below. All information provided is complete and accurate. The Agreement shall be effective on the date at which time the…, Parties, ” and each a “, Party, ”. If you are domiciled in: You are contracting with: Notices should be addressed to: The United States of America or Canada Sinch America, Inc. (a Delaware corporation) Sinch America Inc., Legal Department, 3500 Lenox Rd NE, Ste. 1875, Atlanta, GA 30326, Georgia, USA Europe Sinch Sweden AB Sinch Sweden AB, Legal Dept. Lindhagensgatan 74, 112 18 Stockholm, Sweden Rest of the World Sinch UK Ltd.…, , General, The Terms apply to you, your agents, any service provider(s) you work with, and any employees, representatives, agents, and suppliers (collectively "you" or "Company"). The terms of the Agreement are set out herein (the “, Terms, ”) and as referenced below, and you agree to comply with the Terms. The Agreement is effective as of the date agreed to by you (“, Effective Date, ”). These terms, the applicable terms listed in the table below, any accompanying API documentation, and any applicable policies and guidelines are part of the Terms. To the extent applicable, the following terms are incorporated by reference into these Terms, and listed in order of precedence. Data Protection Agreement Messaging Supplemental Terms and Conditions Social Channel Supplemental Terms…, , Commercial, The Customer will pay Sinch the fees and taxes and all other amounts payable to Sinch through prepayments made by the Customer on the Customer’s Account in the SINCH Dashboard. The fees shall be calculated in accordance with the rates and pricing which Sinch makes available to the Customer (by means determined by Sinch) from time to time. All Recurring Fees and One-Time Fees may be deducted in…, , Term and Termination, The Agreement is in force until terminated by a Party (the “, Term, ”). The Agreement may be terminated by each Party by giving ninety (90) days advance written notice to the other Party. The aforementioned notice period for termination by the Customer shall be subject to the Customer’s full payment of any and all fixed fees regarding Services ordered by Customer with a longer notice period than ninety (90) days. Upon termination of any Service, all fees incurred…, , Changes, Sinch reserves the right, in Sinch’s sole discretion and with or without notice from time to time, to modify or update any Services (including but not limited to the features, scope, reach and functionality). Additionally, Sinch may amend the Agreement (or any part thereof), and such amendment will take effect on the date Sinch designates (or upon expiration of the minimum period of notice Sinch…, , Compliance, The Customer shall (and shall ensure that the Customer’s customers, Affiliates, employees, contractors and agents shall) ensure that all use of the Services and all Data complies with applicable laws and the Compliance Rules, including but not limited to export control laws and regulations, economic, trade and financial sanctions laws, regulations, embargoes, restricted state lists or restrictive…, , Governing Law and Dispute Resolution, The governing law and dispute resolution as set out in section 13 of the GTC shall apply between the Parties.
Type: Legal page
From OpenAI’s GPT chatbots to Google’s Bard , AI-based technology has created quite a buzz lately. And while computer programs that can write entire PHD theses or hack their way into someone’s phone made for good headlines, the reality of AI-based chatbots is a lot more pragmatic (but definitely not less exciting)., What is conversational AI?, Conversational AI is a type of artificial intelligence that lets humans interact with computers as if they were talking to other people. It can mostly be found in chatbots (also called bots or virtual assistants). Virtual assistants can be found in pretty much any digital space, from a live chat on a website to a bot in a messaging app on your phone, in your car, in your home on a smart…, How does a conversational AI bot work?, NLP and machine learning enhance a conversational AI chatbot’s capabilities to understand human intent. Conversational design empowers the bot to answer more naturally, with more human-like expressions., NLP, NLP enables a computer program to understand human speech and text and reply like a person would. For this, conversational AI chatbots use natural language understanding (NLU) and natural language generation (NLG). NLU helps the bot understand the context of human language, such as syntax, intent, or semantics. NLG generates text or speech in a language that humans can understand. The better the…, Conversation design, Conversation design is the way in which the flow of the conversation between chatbots and humans is designed. Conversation design combines AI, NLP, user experience design, writing, linguistics, voice, and motion to ensure that the human-bot interaction is as smooth and natural as possible., What are the real-world benefits of conversational AI?, Because conversational AI bots have more advanced interaction skills, they can take over more tasks and improve automation processes in companies and organizations. Juniper Research estimates that the adaptation of chatbots could save the healthcare, banking, and retail sectors 11 billion U.S. dollars per year by 2023. It's no surprise that you can already find conversational AI in many…, E-commerce , E-commerce companies are one of the biggest chatbot markets. They mainly use conversational AI chatbots to support their customer service teams. Here, they can answer FAQs about products or delivery status, and thus help customers faster. But conversational AI bots in e-commerce can also increase revenue. Conversational AI chatbots are, for example, very skilled at re-engaging customers that…, Retail , Current research found that the retail sector will benefit the most from chatbots. In 2023, according to experts, over 70% of chatbots accessed are retail-based. In fact, retailers are already being very creative when it comes to using chatbots. French supermarket chain Intermarché , for example, worked with Chatlayer by Sinch to develop a recipe bot that inspires customers, and reached a 59%…, HR, The use of chatbots in HR is widespread. Around 92% of HR teams say that chatbots will be important to help employees find information in the future. The Belgian wealth management company, Foyer, is already putting this to use in their HR department . Foyer uses a conversational AI chatbot from Sinch Chatlayer to answer the questions of the company’s 1,600 employees, 24/7, in several languages…, Finance , From online banking to trading apps to mobile payments, many customers enjoy the perks of being able to handle their finances online and on the go. Globally, almost 29% of internet users access online financial services at least once a month. For financial institutions, automating some of their services has proven beneficial. Rawbank, a $2.1 billion-revenue bank in the Democratic Republic of…, Insurance, The insurance industry was one of the early adopters of conversational AI, with very positive responses from customers. Even back in 2019, 44% of consumers felt comfortable making an insurance claim with a bot. To this day, working with AI bots to pre-qualify claims is one of the biggest use cases for chatbots in the insurance industry. Belfius, for example, is a Belgian insurance company that…, Tourism, Conversational AI chatbots are also quite common in tourism, whether it's with airlines, hotels, or travel agencies. The bots can help customers book reservations, send confirmations, and provide general information to travelers. The European Commission, for example, offers a travel program to help young people explore Europe. The program is very popular, and the organization soon realized that…, , E-mobility, Electric vehicles are in high demand right now, and e-mobility companies are struggling to keep up. That’s why e-mobility providers have started using chatbots to support their customer service teams, answer customer queries faster, and provide easy access to services. Bizbike, Belgium’s biggest e-bike provider, uses a conversational AI chatbot from Sinch Chatlayer to answer FAQs and set up…, , Education, Conversational AI is also used by many education providers. With the rise of online education, it's become more common for online learners to interact with chatbots. As many educational offers had to move online during the pandemic, students found out that they enjoyed the flexibility of online classes. For schools and institutes, offering online learning helped them expand their curriculum to a…, , Healthcare, The COVID-19 pandemic presented some of the biggest challenges to date for healthcare providers. High demand, shortage of staff, and supply chain issues made it very difficult for providers to offer patients prompt and personal care. That’s exactly where conversational AI came in. The Mexican health care organization, Salud Digna , decided to use a conversational AI chatbot on WhatsApp to answer…, , IoT, The internet of things (IoT) uses conversational AI, mainly in the form of voice assistants, like Alexa or Siri. In 2022, on average, 26% of internet users between 16 and 34 years used voice assistants to find information. However, there are many other IoT use cases for conversational AI. For example, the technology can be used in navigation systems, or in wearable devices, like fitness trackers., Challenges of conversational AI, Providing high-quality conversational AI technology isn't without challenges. , Security, Designers of conversational AI chatbots must make sure their bots are safe and secure when handling user data. High-quality bots will have several safety features in place to make sure user data is protected., , Ethics, When designing conversational AI chatbots, it’s important to be mindful of the ethical issues around the technology. Nobody wants their chatbot to insult customers, use inappropriate language, or be biased toward a target group. It’s therefore critical to design conversational AI chatbots with ethics in mind, says Joachim Jonkers, Chief Product Officer at Sinch Chatlayer. , Customer expectations, One of the biggest challenges for conversational AI are customer expectations. On the one hand, some consumers have very low expectations about chatbots because they've only had bad experiences with very basic bots. On the other hand, others imagine a chatbot to be a highly advanced form of self-learning artificial intelligence and are disappointed when their expectations aren't met. Companies…, Scale conversations and enhance customer experience with conversational AI, Conversational AI has made big advances in the past years that have resulted in better-quality bots, an improved user experience, and tangible benefits for businesses and organizations. Are you thinking about launching a chatbot at your company but don't know where to start? Learn how to choose the right AI platform for your business and how to kick off your chatbot project .
Type: Blog Article
What if we told you that customer service could be your company’s greatest asset? That’s right - could be . Most customers don't want to call a 1-800 number, navigate an automated menu, wait on hold for ages to speak with a human, only then to get bounced around from agent to agent. Even if the customer gets the help they need, they're likely to feel unnecessarily drained after. In the era of…, omnichannel customer service, . But what is omnichannel customer service? How you can you transform your customer service operations with an integrated network of communication channels and use them to make your customer experience stand out above the rest ? Let's find out!, What is omnichannel customer service?, Omnichannel customer service means giving customers access to care and support representatives through a connected network of channels that enable two-way communications such as messaging, email, voice calls, and video chat., Businesses that provide omnichannel customer service can deliver a seamless customer experience across multiple channels regardless of where the engagement begins or ends., Consider this example, : A customer using a rental car is having an issue with their vehicle. The customer starts their interaction with the rental car company on Facebook. The rental car company responds in real-time and connects with the customer via a phone call to get more details so they can send help. From social media messaging to a phone call to text notifications sent after the call, agents are aware of the…, Omnichannel vs. multichannel customer service, You may be asking, isn’t “omnichannel” just a fancy word for multiple communication mediums? The answer is, not exactly. Let’s look at the distinction between multichannel customer service and omnichannel customer service., Multichannel customer service, provides customers with multiple communication channels. However, the conversations on these channels aren’t connected. In practice, customers can contact support via SMS , chatbots, or phone, but they can’t start a conversation in one channel and continue it where they left off in another. , Omnichannel customer service , unites every communication channel that customers use to connect with your business. In practice, a customer’s communication history is carried from channel to channel. This lets agents provide more informed and personalized support through a seamless, interconnected experience. Let’s say a customer is having a technical issue with a new widget that they’ve purchased from Widget Corp. They need…, Scenario A:, Widget Corp. offers multichannel customer service. They go to the company website and message a chatbot for support. The AI chatbot determines that a human agent is needed for this particular problem. The customer is instructed to call the customer support number and has to start all over explaining their situation once they reach a live representative. While this process may resolve their…, Scenario B:, Widget Corp. has robust omnichannel customer service. They start a conversation with a chatbot. The chatbot determines the problem requires the help of a live agent and asks if the next available representative can contact them via SMS, email, video, or phone call. They prefer speaking person-to-person and choose a phone call. Within minutes, a representative calls them, already aware of their…, What are the benefits of omnichannel customer service?, In business, true win-win scenarios can be rare. How often do two parties benefit equally from a transaction? In the case of omnichannel customer service, the answer is: all the time., Improved customer satisfaction, Omnichannel customer service allows customers to seek support on any channel and get quick, helpful answers. Giving your support team access to customers’ conversation history across channels means agents can resolve issues faster, with minimal friction. No need for customers to explain their issues over and over again as they jump from one channel to another! The result is happy customers,…, Reduced costs and higher ROI , An omnichannel approach helps you get the most out of your support team and boost ROI while reducing costs. The right omnichannel platform will help you streamline customer support interactions and increase the productivity of your team, by putting all the channels and data your agents need at their fingertips. No more toggling between screens and apps! With AI and automation, you can further…, Personalized customer experience, With omnichannel customer service, customers can get the exact support and information they need, when and where they need it, no matter their engagement preferences. Increasingly, businesses are using data from omnichannel interactions to better understand customer pain points and deliver even more personalized customer experiences . Businesses can also use this data to develop new products and…, Streamlined brand voice , Building a strong brand is all about consistency. When interacting with your customers, you should give them the same experience, whether they're visiting your website, chatting with your team on social media, or emailing customer support. Having a unified view of customer service interactions across channels makes it easier to streamline your brand’s voice and deliver a consistent experience at…, Quicker channel activation, In today’s fast-changing digital world, being able to address shifting customer engagement preferences quickly is crucial. With the right omnichannel customer service tool, you can satisfy your customers’ communication needs at scale by quickly adding new channels to your customer support options. If all that sounds appealing, let’s dive into how you can create a winning omnichannel customer…, How to create an omnichannel customer service strategy, Trust is everything in business. Unsurprisingly, 87% of customers avoid buying from brands they don’t trust . Simply showing up and responding can go a long way to earning the trust of customers and this is where brands fall short. New research from Sinch showed that 53% – more than half – of consumers had been frustrated when they couldn’t reply to a mobile message from a business, and nearly…, 1. Prioritize the customer journey from start to finish, The customer journey doesn’t end at the point of sale. To foster brand loyalty, your customer service strategy should, go beyond purchases and customer support to cover the entire customer lifecycle., Here are a few ways to do that: Upgrade your organization’s communication capabilities so your support team always has full context of the customer’s engagement history Transform operations to resolve customer issues more efficiently and connect customers with live agents faster Pass on cost savings to the customer to strengthen your relationships, 2. Enable experiences that move seamlessly across channels, With so many great ways to connect with your customers, limiting possible touchpoints is like tying one hand behind your back and trying to juggle. It can also lead customers to frustrating detours and dead ends. For example,, 95% of consumers say they want chatbots to transfer them to a live representative when extra support is needed, , but most businesses don't support this experience. Instead, consider: Using chat apps, SMS, email, rich messaging , mobile apps, and web chat to respond more immediately to customers’ needs Developing cross-channel workflows for engagements that increase flexibility and deliver better outcomes for both your business and its customers Integrating all of these elements together creates an…, 3. Use new technologies to optimize communications, Finding a communications platform as a service (CPaaS) provider is the next step to making great omnichannel communication experiences happen. If you’re unfamiliar, CPaaS offers the best of both communications and cloud computing technologies. , Integrating CPaaS with your existing CRM, call center, and other data platforms, helps you:, Build real-time customer communications into your existing mobile apps and websites Manage workflows across new and existing channels Support intelligent case routing and personalized interactions With CPaaS, all your data from customer conversations goes through a single “central nervous system” that offers a wealth of insights. And you can use that data within your CPaaS analytics and…, further enhance customer experiences through:, Quality management Lead management Compliance Campaign optimization With a powerful CPaaS platform quarterbacking your conversational data and workflows, you’ll find new ways to deliver memorable customer experiences., Omnichannel customer service use cases and examples, , In recent years, B2B and B2C businesses alike have started implementing omnichannel customer service. You’ve probably witnessed how big-box retailers like Target and Amazon are developing their own mobile apps, email, and personalized messaging campaigns to enhance shopping experiences. When you receive a “Recommended for you” notification or an update that a product you browsed is on sale — that…, Banks and financial services, Customers need to know they can trust businesses with their money and personal data. Digital banking solutions and verification APIs provide customers with anytime-anywhere access while protecting their accounts and information. Institutions like FirstBank that use omnichannel customer support are seeing their investment pay dividends. With the adoption of SMS solutions, they: Send customers…, On-demand services, The rise of apps that offer on-demand services has raised the bar for customer convenience worldwide. These days, anything a customer needs is just a few clicks away on their mobile phone. It makes sense that customers expect brands to offer similar access to their own on-demand services. American Automobile Association (AAA), for example, had offered reliable roadside assistance for over a…, Retail and e-commerce businesses, In retail and e-commerce , personalized experiences help brands stand out. In fact, over 80% of consumers say they're more likely to buy from a brand that tailors experiences to their needs and interests. Using tools like conversational AI , brands can engage customers in real-time conversations and provide personalized support at scale 24/7. The results? 30–50% increase in conversions 20–80%…, Frequently asked questions, , How do I know if my business needs an omnichannel customer service strategy?, If you want to delight customers with a five-star, personalized experience across all the channels they use while making your support agents’ lives easier and optimizing costs, you need an omnichannel customer service strategy., What are the challenges associated with omnichannel customer service?, Channel integration, internal collaboration, cross-channel data collection — going omnichannel can feel a bit overwhelming. But the right omnichannel customer service tool will solve all of these challenges for you., What should I look for in an omnichannel communications platform?, Ask potential providers about their channel range; they should support all commonly used communication channels like phone calls, email, chat, video, SMS, WhatsApp, Facebook Messenger, Viber, and more. Make sure to also ask about integration with your existing customer management tools, user experience, scalability, data and analytics features, compliance, and security, too. , Start delivering a first-class omnichannel customer experience, Now that we’ve covered the many benefits and applications of omnichannel customer service (can you tell we’re big fans?), you can put it to work for your business. If you’re interested in taking your customer service to the next level and fast-tracking an omnichannel transformation,, start with Sinch’s Conversation API — it supports messaging across 13 channels, and we add new channels as they become available!
Type: Blog Article
Type: Podcast
Version 6 - Date of release: 7 July 2023 These supplemental terms and conditions (“, Supplement, ”) are part of an agreement for certain SINCH services (“, Agreement, ”) between SINCH and the Customer and apply solely to the SINCH services referencing this Supplement, including any SAAS services (“, Service, ”) and not any other SINCH product or service. Capitalized terms are defined in the Glossary below. Capitalized terms not defined in this Supplement shall have the meanings ascribed to them in the GTC., Legal Terms, 1. License, 1.1., In addition to Section 2.2 of the GTC, SINCH grants to Customer a personal, restricted, non-exclusive, non-transferrable and non-assignable license to use the Service through its Product Users in object code and to make the Product available to the End Users, both in accordance with this Agreement and the applicable Documentation for the Term of the Agreement., 1.2., With respect to Test Accounts and if applicable, the Customer is granted a limited, revocable, non-exclusive, non-transferable license to access and use the Service only for testing, non-productive testing, evaluation and demonstration purposes during a test term subject to the Customer’s continued compliance with this Agreement, it being understood that Customers are not charged any fees during…, 2. Add Ons, 2.1., Details regarding the Features and Functionalities of the Service is set out in the Order Form. If the Customer wishes to make use of additional and available Features and Functionalities other than as agreed between Customer and SINCH, Customer may at any time request the purchase of Add-Ons for which the Parties shall sign a new Order Form. Upon request, SINCH shall inform the Customer of which…, 2.2., SINCH at any time reserves the right to retroactively charge any amounts corresponding to the use of such additional Features and Functionalities in excess of the amounts or volume allowed under the relevant Order Form. In such event, SINCH shall send a correcting invoice, which shall be payable in accordance with the relevant provisions provided in the Agreement., 3. Activation and Customized Services, 3.1., Unless Customized Services relating to the activation, installation or set-up of the Product are requested pursuant Section 3.2 below, the Customer shall be responsible for performing the necessary activation, installation, set-up or software development works to install a version of the Product and integrate such Product in the Customer’s systems. For the avoidance of doubt, any such…, 3.2., The Customer may request SINCH to perform certain Customized Services and SINCH may in its sole discretion agree to provide such Customized Services. In such case, the Parties shall enter into a Statement of Work detailing the scope of the Customized Services to be provided and the applicable fees which may be on a time and material basis or fixed price basis as determined by the Parties. Any…, 3.3., The Customized Services shall be delivered “as is” and shall be deemed accepted by the Customer upon delivery thereof by SINCH., 4. Customer Data, 4.1., The Customer acknowledges that the Product consists of certain algorithms and artificial intelligence and that for a proper and seamless functioning of the Product, the Customer is responsible to feed the Product with sufficient Customer Data. Except for Customer Data inputted by End Users, Customer Data may only be inputted by Product Users and in accordance with the guidelines provided in the…, 4.2., The Customer shall solely be liable and responsible for the accuracy and correctness of Customer Data. SINCH shall not be liable for damages or liability resulting from incorrect Customer Data inputted in the Product., 4.3., All Customer Data shall remain property of the Customer. The Customer hereby grants SINCH the right to use such Customer Data (including any other content and information provided, transmitted or uploaded through the Service) for the performance of its obligations under this Agreement and to improve the functioning and provision of the Service. After termination or expiration of the Agreement,…, 4.4., The Customer warrants to SINCH that the Customer Data shall not infringe the intellectual property rights or other legal rights of any third party, and shall not breach the provisions of any law, statute or regulation, in any jurisdiction and under any applicable law., 4.5., The Customer acknowledges and agrees that its shall solely be responsible for the Customer Data that is distributed or accessible through the Product. SINCH shall in no event be responsible or held liable for any such Customer Data. In particular, the Customer represents and warrants that no Customer Data is distributed through the Product that in any manner in SINCH’s sole discretion: (i)…, 4.6., The Customer acknowledges and agrees that any violation by the Customer of the provision of this Section 4 shall entitle SINCH, at its sole option (i) to immediately terminate (or alternatively, at SINCH’s option, refuse or suspend any access to and use of the Product) for material breach, without any formalities being required and without prejudice to any other rights or remedies available to…, 5. Third Party Components and Hosting, 5.1., The Customer acknowledges and agrees that in order to use the Service, it needs appropriate hardware, networks, operating systems, data transmittal lines with appropriate communication applications and environments., 5.2., The Customer acknowledges and agrees that in order to use the Service, it may need to obtain, at Customer’s expense, the right to use any software owned by third parties by either (i) purchasing from SINCH the right to use such third party software, provided and to the extent SINCH has the right to license such third party software to Customer and offers such opportunity to Customer, or (ii)…, 5.3., The Product will be hosted by SINCH in the datacentres of SINCH’s Hosting Partners. The Customer represents and warrants that it accepts the applicable terms and conditions of the Hosting Partners that will be made available by SINCH or the Hosting Partner (as applicable) to the Customer. The Customer acknowledges and agrees that the Hosting Partners retains the right to unilaterally change any…, 5.4., SINCH does not give any direct, indirect, explicit or implicit, warranty whatsoever to provide un-interrupted availability to the Service, unless stated in an Order Form., 5.5., The Customer acknowledges that the hosting services and the Products might not be available during periods of planned maintenance by SINCH or the Hosting Partner. If reasonably feasible, any planned maintenance will be performed outside of Business Days and SINCH will inform the Customer as soon as reasonable possible of any planned maintenance., 5.6., SINCH and the Hosting Partner reserve the right to conduct any unplanned maintenance at any time if necessary for security reasons or other reasons requiring immediate maintenance. SINCH or the Hosting Partner will not be held liable for any damages resulting from such unavailability of the Service., 6. Maintenance Services, 6.1., As from the Effective Date and subject to the timely payment of all applicable fees, SINCH shall provide third-line Maintenance Services in relation to the Product in the Customer’s production environment in accordance with the provisions set out below., 6.2., If an Incident is encountered by the Customer, the Customer shall first review and assess the Incident. If such assessment shows that the Incident is not an Out of Scope Incident, a Product User may notify SINCH of such Incident by using a web based ticketing systems (such as “Jira” and “Slack”, as made available by SINCH) and the Product User shall specify the details of the Incident (in the…, 6.3., Maintenance Services for Out of Scope Incidents are not included in the fees, however, Product Users are entitled to ask any questions regarding the Service and SINCH shall answer any Product User’s request in good faith, without any binding commitment whatsoever., 6.4., For Incidents that are not an Out of Scope Incident, SINCH shall use its best efforts to resolve the Incident in accordance with the service level objectives set out as an appendix attached to the Order Form. For the avoidance of doubt, SINCH may in its sole discretion assign a priority level to each Incident., 6.5., For priority 1 and priority 2 Incidents (a “, Severe Incident, ”), the Customer shall appoint one (1) Product User who will act as a single point of contact (SPOC) for SINCH., 6.6., Incidents caused by one the following are not included in the Maintenance Services, however the Customer may request SINCH to provide Customized Services regarding such incidents for which SINCH may charge additional fees (non-exhaustive) (i) Out of Scope Incidents; (ii) abuse or misuse of the Product; (iii) modification or addition to the Product not performed by or with the consent of SINCH; (…, 6.7., The provisions of this Section shall not apply to Test Accounts., 7. Intellectual Property Rights, 7.1., In addition to the provision in Section 10.1 of the GTC, SINCH is and remains the sole and exclusive proprietary owner of all Intellectual Property Rights related to the Product and the Services (including any new versions, updates, customizations, enhancements, modifications or improvements made to the Product or the Services). Except for the limited license granted pursuant to this Supplement,…, 7.2, The provision in Section 7.1 above and in Section 10.1 of the GTC regarding intellectual property rights in and related to the Service equally apply to the Customized Services and any related new version, updates, upgrades, customizations, enhancements, modifications or improvements made to or related to the Customized Services., 7.3., The Customer agrees not to remove, suppress or modify in any way any proprietary marking, including any trademark or copyright notice, on or in the Service, or visible during its operation or on media. The Customer shall incorporate or reproduce such proprietary markings in any permitted back-up or other copies., 8. Third Party Claims, The Customer shall indemnify, defend and hold SINCH harmless from and against any damages, losses, costs and expenses (including reasonable attorney fees) suffered or incurred by SINCH (including its Affiliates, agents, contractors, directors, employees or representatives) arising out of or relating to Customer Data, including (without limitation) Customer’s or End Users’ infringement of any…, 9. Termination, The provision in Section 6.3 of the GTC equally applies in case the Customer breaches or violates the terms and conditions of the Hosting Partner or the applicable third party software., 10. Disclaimer, The disclaimer in Section 7.5 of the GTC relating to the Service equally applies to the Customized Services., 11. Limitation of Liability, In addition to Section 9.3 of the GTC, SINCH shall not be held liable in any way, neither contractually nor extra-contractually, for discontinuing an older release of the Product or for damages caused by the wrongful (or out of scope) use of the Product., 12. Survival, The provisions of this Supplement that are expressly or implicitly intended to survive termination, shall survive expiration or termination of the Agreement., Glossary, In this Supplement, unless otherwise specified, the following definitions will apply: 1.1 “, Add-On, ” means an addition of a certain Feature or Functionality that is not included in the applicable Order Form. SINCH reserves the right at all times to determine which specific Feature and Functionality it may separately offer. Upon request, SINCH shall inform the Customer of the available Add-Ons. 1.2 “, Business Day, ” means a normal working day of SINCH from 8.30 a.m. to 5.30 p.m. from Monday to Friday, excluding relevant public holidays. 1.3 “, Customer Data, ” means all data proprietary to or held by the Customer which is inputted or uploaded by the Customer, the Product Users or the End Users when using the Product and as processed or stored by SINCH as a result of the Customer, the Product User or the End User using the Product. Customer Data shall also include (i) output data resulting from the processing by the Product of the entered data by the…, Effective Date, ” means the effective date as set forth in the Order Form. 1.5 “, End User, ” means any individual to whom the Product will be made available by the Customer and who will be able to use the Product as an end user, e.g. the End User of the Product available in a channel such as web, messaging or telephone. 1.6 “, Features or Functionalities, ” means the features or functionalities available in the Product as included in the applicable Order Form such as (without limitation) number of chatbots, number of test bots, number of documents, number of Product Users, volumes of messages, communication channel through which the Products can be made available to End Users and any other variable specified in the Order Form. SINCH reserves the…, Hosting Partner, ” means any provider of hosting services SINCH might contract in the future as will be notified to the Customer from time to time. 1.8 “, Incident, ” means a malfunctioning of the Product. 1.9 “, Maintenance Services, ” are the maintenance and support services related to the Product provided by SINCH to the Customer as described in Section 6. 1.10 “, Out of Scope Incident, ” means an Incident that is not caused by or related to the Product such as (without limitation) Incidents due to malfunctioning of interfaces, Incidents caused by non-supported data formats and Incidents caused by problems in third party software. 1.11 “, Product User, ” means a physical person in Customer’s organization (employees and contractors) who is granted access to the Product by the Customer for the purposes of (i) using the Product by feeding it with content (such as, without limitation, Customer Data) in order to use the Product and (ii) receiving Maintenance Services. The amount of Product Users is strictly limited to the amount corresponding to the…, Product, ” means the Product as identified in the Order Form. 1.13 “, Customized, Services, ” mean development, implementation and integration services (including, but not limited to customizations), Maintenance Services or such other services in relation to the Product to be delivered by SINCH to the Customer as may be agreed between the Parties from time to time and set out in the Order Form and/or a Statement of Work. 1.14 “, 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. 1.15 “, 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 Incident report has been received and understood. 1.16 “, Service, ” means SINCHs provision of the Product and applicable Documentation as described in the Order Form. 1.17 “, Statement of Work, ” means a written document that Parties may enter into from time to time describing the Customized Services that SINCH is to provide in connection with the Service. 1.18 “, Test Account, ” means an account with a limited scope of Features and Functionalities (as made available by SINCH in its sole discretion) to which a Customer subscribes free of charge, but which is only available during a test term and for limited use of the Service only (as set out in the Agreement).
Type: Legal page
Version 6 - Date of release: 7 July 2023 These supplemental terms and conditions (“Supplement”) are part of an agreement for certain SINCH services (“Agreement”) between SINCH and Customer and apply solely to the SINCH services referencing this Supplement, including verification (“Service”) and not any other SINCH product or service. Capitalized terms are defined in the Glossary below.…, Part A – Legal Terms, A1. Services, A1.1. Service Provider Conditions and laws and regulations. Notwithstanding Section 4.1 of the GTC, Customer shall comply with all Service Provider Conditions, applicable legal and regulatory requirements and conditions, and all applicable industry guidelines relating to the Customer Data, Customer Services, Verifications or its use of the Service. If a Service Provider changes the Service…, A2. Compliance, A2.1. Requirements. The provisions of Sections 2.5 and 4.1(c) of the GTC shall apply equally to requests, directions and/or orders made or issued by any Service Provider. A2.2. Responsibility. SINCH may, in its sole discretion, require Customer to take primary responsibility for any request or enquiry made under Section A2.1 above relating to any Customer Service, Verification(s) or Customer…, Part B – Business Terms, B1. Customer Responsibilities, B1.1. Access and Connectivity SINCH Network connection. Customer is solely responsible, at its own expense, for establishing and maintaining its equipment, software, facilities, and its connection to the SINCH Network. SINCH Dashboard. SINCH may, in its sole discretion, provide Customer with access to any SINCH’s world wide web extranet interface (“SINCH Dashboard”) which access will enable…, B2. Commercial Terms, B2.1. Price Increases. Unless otherwise agreed in an Order Form, Sinch may modify any fees in its sole discretion upon written notice., Glossary, “Access Number” means a set of digits used to enable Verification. Access Numbers shall include ‘short-codes’ and ‘long-codes’ as applicable and will be used to enable SMS OTP Sender ID’s as well as call origination numbers for FlashCall and Phone Call Verification. “Customer Service” means a marketing, advertising, promotional or informational program or initiative, or other project, conducted…
Type: Legal page
About Studio Winegum, Studio Winegum is there for any organization that feels that self-service can be improved! In many organizations at least 60% of incoming contacts are ‘waste’. The solution would be to decrease waste and increase value in every touchpoint. This leads to higher customer satisfaction, employee satisfaction & conversion rates. Studio Winegum helps us ensure that Chatlayer implementations go…
Type: Partner
Businesses are constantly weighing the pros and cons of different conversational messaging channels. Whether it's through chatbots, SMS, or messaging apps like WhatsApp or Facebook Messenger, the ability to have real-time, personalized conversations with users on different channels has transformed customer support , sales , and marketing . Whatever the use case, it’s hard to argue with the…, What is conversational messaging? , Conversational messaging describes two-way, one-to-one conversations that a business has with its customers on their preferred messaging channels. Conversational messaging can be initiated by a consumer or by a business. Imagine a user reaching out to a brand via WhatsApp to track their package’s delivery status, or a business sending a survey to clients via Rich SMS to gather valuable feedback…, Benefits of conversational messaging, While SMS remains crucial for business messaging, conversational messaging brings a range of new features that can really help businesses strengthen relationships with their customers. If users are already familiar with a particular messaging app because they use it to stay connected with friends and family, it’s much easier for a brand to use that channel to reach out to them. Instead of having…, More frequent sales opportunities, : McKinsey estimates that companies that excel in personalization generate revenue growth faster than their peers, and our research indicates that a whopping 89% of consumers want two-way conversations via messaging apps. This means that brands that provide personalized, two-way conversations with their customers will provide customers with experiences they’re looking for, ultimately closing more…, Increased customer engagement and reach, : Sending targeted, personalized offers to customers on their favorite messaging channels can help ensure that all communications are relevant to their needs and interests. , Valuable opportunities to educate customers about a brand’s offering, : Tailored messages can help businesses keep customers informed about timely offers and build anticipation for new products or offerings. Next, we’ll go into how conversational messaging can help your business stay competitive in an ever-changing world. , The conversational messaging landscape, A consumer who needs something – she's researching rates to refinance her mortgage, he wants new running shoes, their cable signal just died – might know which brand they should contact to solve their problem. But will they download a specific app to get an answer? Some might, but many will prefer contacting the business through an app they’re already using. And they should! Three billion users…, Popular conversational messaging channels , SMS has a global read rate of 95% within three minutes. When a brand uses both SMS and conversational chat apps, they can turn impressive open rates and an app-like, rich media experience into a direct, reliable connection with customers. And consumers in an “always on” world expect brands to be fluent in their needs. In fact, 73% of consumers say that a personalized experience inspires loyalty,…, SMS and MMS, Nearly 70% of the world uses SMS and MMS – that’s 5.6 billion people. SMS and MMS are supported by every mobile device in the world, meaning they’re among the most versatile communication channels. While the terms “SMS” and “MMS” are often used interchangeably, there are slight differences – most notably, that MMS is most often used by brands to send rich media files like images, GIFs, and…, More about SMS and MMS, : To learn more, check out this brief introduction to the differences between SMS and MMS , or this post for a side-by-side comparison of MMS and SMS channels. , RCS, RCS (Rich Communication Services) is a feature-rich, conversational messaging chat experience available for Android devices. RCS is commonly used for marketing campaigns, commerce alerts, and support notifications. RCS builds on the capabilities of SMS to engage with customers and drive them toward conversion. , More about RCS:, Learn all about RCS here and check out this post to discover how RCS compares to SMS . , WhatsApp, WhatsApp is the world’s most popular messaging app, with more than 2 billion monthly active users . And it’s not just popular for personal use: WhatsApp is also widely used for marketing, customer support, and sending transactional notifications. With more than 175 million users messaging business accounts every day , it’s no wonder that so many brands are turning to WhatsApp Business for…, More about WhatsApp for Business:, Learn about differences between WhatsApp and WhatsApp Business or learn about WhatsApp pricing . , Facebook Messenger and Instagram, Facebook Messenger is the world’s second most popular messaging app, with over one billion monthly active users. It’s the most popular messaging app in the USA, parts of Europe and Northern Africa, and parts of Asia like Indonesia, the Philippines and Malaysia. Like Messenger, Instagram is also gaining momentum as a conversational channel for businesses. With over one billion users who are…, Learn more about Messenger and Instagram:, Check out how leading fashion house Zadig&Voltaire used Instagram to engage with their over 1 million followers . , Super apps (KakaoTalk, LINE, WeChat) , Super apps like KakaoTalk , LINE , and WeChat have revolutionized the landscape of conversational messaging. With millions of active users in Asia , these platforms go beyond traditional messaging functionalities, allowing users to order taxis, buy products, manage finances, and more within a single app. In some Asian countries , these apps have become the most important tools in people’s life (…, Viber and Telegram, Telegram and Viber are two fast-growing messaging apps with a strong focus on security and privacy. In the past years, Telegram has increased its popularity as WhatsApp's main competito r. Viber is most popular across Eastern Europe, with over 250 million monthly active users . Both Telegram and Viber excel in providing reliable messaging services, with end-to-end encryption for chats and a user…, In-app chat and push notifications, While the ability to connect with users on the apps they most frequently use is one of the biggest benefits of conversational marketing, there are still many services out there that want to develop their own apps to offer users the best possible experience. In those cases, in-app chat and push notifications can be used to engage with customers who have downloaded these mobile apps. They allow…, Top tips to create a winning conversational messaging strategy , We already mentioned it when we covered the benefits: Conversational messaging can drive business outcomes like reduced churn, better customer experience, lower business costs, and higher customer satisfaction. So, how do you make the most of these channels? Here are a few winning strategies that have enabled brands to achieve exceptional results. , Increase accessibility and personalization , We all want customers to be happy, and nothing makes a customer happier than hassle-free, seamless conversations with a brand when they have an issue. With conversational messaging channels like SMS, RCS, and WhatsApp, you can offer customers the convenience of reaching out for support, inquiries, or guidance directly within their preferred applications or websites. This empowers customers to…, Provide proactive, seamless interactions, With conversational messaging, businesses can empower users to resolve their own needs, when they want it, on their channel of choice. Suppose you’re a bank that needs to send a customer a fraud alert and get back a “yes” or “no” response immediately. Your contact center reviews the customer’s opted-in channels – say WhatsApp, RCS, and SMS – and tries WhatsApp first, because that’s their most…, Unlock the power of AI and automation , A 2023 report by McKinsey estimates that generative artificial intelligence (AI) has the potential to boost productivity by saving 60 to 70 percent of workers’ time through automation of their work. Conversational AI bots can handle routine and repetitive tasks, freeing up human agents to focus on more complex and specialized issues, where their expertise is truly needed. And because chatbots…, Get started with conversational messaging , Conversational messaging is a powerful messaging strategy that can provide considerable growth and customer engagement opportunities for businesses. But getting it right isn’t always easy. The key lies in adopting an omnichannel approach that strategically leverages the most popular messaging channels for a specific target audience. Conversational channels like SMS, RCS, WhatsApp, Messenger, and…
Type: Blog Article
Type: Product
