SLA & Support
Date of last revision – 6 August 2020
The following SMS Service Level Agreement (“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 (“Terms of Service”).
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.
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 available for the transmission and reception of Messages. “Availability” shall be construed accordingly.
- “Message” means any mobile originated and/or mobile terminated SMS.
- “Month” means a calendar month.
- “Platform” means the messaging 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 TOS; (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).
- “SMS” is an acronym for short messaging services. An SMS means an alpha-numeric message of no longer than 160 characters.
- “Resolution” means that Sinch has determined that a Service Issue has been fixed, resolved or worked around.
- “Response Time” means that Sinch has provided an acknowledgement to the Customer that the Service Issue has been logged (by email or telephone).
- “Service Issue” means the Platform and/or Services are not able to be accessed or used substantially in accordance with your Agreement with Sinch.
- “Support 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 TOS; (d) suspension of the Services in accordance with the TOS; (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).
- “Working Hours” for customers in the Americas means 9am until 5.30pm Eastern Time (Monday to Friday, excluding bank or public holidays), for customers in EMEA means 9am until 5.30pm GMT/BST (Monday to Friday, excluding bank or public holidays) and for customers in APAC means 9am to 5.00pm SGT (Monday to Friday, excluding bank or public holidays).
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@sinch.com
- Telephone: +1 470 300 8394 (AMER customers), +65 315 83155 (APAC Customers) or +46 8 446 828 03 (EMEA customers).
- Sinch customer portals at portal.sinch.com and dashboard.sinch.com
5.2 What happens after I have reported a Service Issue?
Sinch will log a trouble ticket in its support system and give the Service Issue one of the following “Priority Definitions”:
| PRIORITY | DEFINITION |
|---|---|
| 1 | All messaging-related and/or production-related Services are unavailable. |
| 2 | Total loss of connectivity to the Services or material degradation in delivery of all messages sent through the Services to a Service Provider. |
| 3 | Messages sent through the Services to 10 or more mobile devices have not been delivered as expected. |
| 4 | Messages sent through the Services to less than 10 mobile devices have not been delivered as expected. |
| 5 | A request for data or information pertaining to Services, including reports or technical details. |
5.3 Within what timeframes will Sinch try to respond to and resolve my Service Issue?
This depends upon the Priority Definition given by Sinch to the Service Issue and whether you have Basic Support or the Pro Support package.
Please contact your account manager or if you are unsure which applies to your account or if you wish to purchase a higher level of support.
When a Service Issue is reported in accordance with Section 1 above, Sinch will use reasonable endeavours to comply with the following Response and Resolution times:
| SEVERITY | RESPONSE (Working Hours) | RESOLUTION (Working Hours) | PROGRESS REPORT (Working Hours) |
|---|---|---|---|
| 1 | 1 Hour | 2 Hours | Every hour until resolution |
| 2 | 1 Hour | 4 Hours | Every 2 hours until resolution |
| 3 | 4 Hours | 24 Hours | Every 8 hours until resolution |
| 4 | 8 Hours | 48 Hours | Every 24 hours until resolution |
| 5 | 24 Hours | 80 Hours | At resolution |
| SEVERITY | RESPONSE (Working Hours) | RESOLUTION (Working Hours) | PROGRESS REPORT (Working Hours) |
|---|---|---|---|
| 1 | 30 Minutes | 2 Hours | Every hour until resolution |
| 2 | 30 Minutes | 4 Hours | Every 2 hours until resolution |
| 3 | 2 Hours | 12 Hours | Every 4 hours until resolution |
| 4 | 4 Hours | 24 Hours | Every 8 hours until resolution |
| 5 | 24 Hours | 40 Hours | At resolution |
Each Response and Resolution timescale commences at the point which Sinch logs a trouble ticket in its support system.
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 Support Exceptions.
5.4. Does Sinch conduct maintenance?
Sinch will use reasonable endeavours to perform planned maintenance on weekdays between the hours of (a) 02:00 to 05:00AM GMT/BST for Customers connected to the Platform in the EU; and (b) 01:00 to 04.00AM Pacific Time on weekdays for Customers connected to the Platform in the US.
In the case of unplanned maintenance, Sinch will use reasonable efforts to provide 24 hours’ email notice, if practicable.
Additionally, Sinch will use reasonable efforts to give the Customer advance email notice of any planned maintenance by Service Providers which affects Services relating to particular destinations (provided Sinch gets equivalent notice from the applicable Service Providers).