Sinch expands to Brazil through acquisition of TWW - Find out more! Read more

Sinch Operator Support

We support your business for operational continuity and steady improvement

All of our support services are available as an annual or multi-year subscription basis. In addition to our tiered support programs, we offer a number of complementary support services. These are designed to let you tailor the complete support solution to meet the individual needs of your organization. With the Sinch Operator support services you get access to:

  • Our telecom expertise

    We have a dedicated team with years of experience in telecoms, ready to support you during the operational life of your solution

  • Full range of technical support services

    From basic telephone or email support and remote troubleshooting to enhanced on site services

  • Four different support programs

    Specifically tailored to suit the needs of your business

A business men standing against a table and looking at his phone
Sinch Team

Available services

Helpdesk

Our Helpdesk provides a single point of contact for support related queries, remote troubleshooting and supervision of Service Level Agreement (SLA) targets. Incidents that cannot be addressed immediately are logged and escalated to our expert support team. Helpdesk services are available during office hours.

Error Corrections

Our Error Corrections service provides corrective maintenance, resolving known software issues, and preventive maintenance to proactively address potential future issues. Reported issues are prioritized based on severity and your service level agreement.

Emergency Support

The Emergency Support service complements our ordinary Helpdesk. It gives you direct access to the Sinch technical support team, around the clock for mission critical issues.

Advanced Configuration Mentorship

Sinch products are recognized for their flexible design. The Advanced Configuration Mentorship service is designed to help you get the most out of your Sinch investment by coaching you in the configuration of your solution.

Support Review Meetings

For Silver, Gold and Platinum members Support Review Meetings are held continuously during the contract period. The meetings provide an opportunity for you to review service progress and to discuss suggested improvements and changes of the support with key Sinch personnel.

System Audit

As a Platinum Support program member you are eligible to regular, proactive system audits of your Sinch solution. The service covers a complete system review, including database analysis and tuning, intended to proactively uncover potential system issues prior to impacting the overall system and business performance.

Software Update

Through the Software Update service you get full access to all software updates of the Sinch products during the contract period. Software updates include standard and optional functionality improvements as well as the collective error corrections for each software release.

Software Update Assistance

Software Update Assistance gives you access to Sinch’s technical experts during a system update through remote assistance. The number of assisted updates available during a year is based on your selected support program.

Software Update Execution

Through the Software Update Execution service our technical experts support you during software updates. We handle the complete update along with relevant verification through a remote connection to your network.

Want to know more?

Contact us!