Legal
Version 7.0 – Date of release: 12 January 2024
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”).
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 means for the purpose of this SLA the percentage of time during which the Service is accessible and performing its intended functions. Sinch will use reasonable endeavours that the Service will be available at a minimum 99.95% of the time, and with the Exclusion(s), set forth in the Glossary section below.
Availability of the Service will be calculated each month, as a percentage based on the fraction below:
Measurement Period – Unavailability
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Measurement Period
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 |
Notifications about scheduled service windows (excluding unplanned/emergency maintenance) will be notified via https://status.sinch.com and sent no less than 10 business days in advance. The standard service windows are:
Service windows may be extended or shortened as needed and may fall on different times or days as needed. https://status.sinch.com will always have the most timely information in respect of service status.
The Help Desk is available 24/7. Customers should contact Sinch’s Help Desk via https://tickets.sinch.com for the best response from our support team. If the ticket portal is not available, you can create a ticket via email. Additional information and support guides can be found at our community page: https://community.sinch.com/. When logging a fault please make sure to include the following information:
| Items needed | Description | Required |
| Fault description | Detailed description of the issue | Yes |
| Priority | Priority level in accordance with this SLA. Sinch may reclassify the priority during the fault investigation. | Yes |
| Sample data | Sample numbers, CDRs or other data if applicable | Yes |
| Call-ID | Relevant CalI-IDs (within 7 days of issue) | Yes |
For In-app specific client issues:
| Items needed | Description | Required |
| Stack traces | Symbolicated stack traces i.e. function names Full stack traces | Yes |
| Handset Memory | Free, Swap, Used | Yes |
| Handset OS | Android / API version, iOS | Yes |
| Handset Model | Manufacturer and Model | Yes |
| Steps to reproduce | Step to replicate the fault | Nice to have |
| Context Logging | Client logs if available Context of fault e.g.: client creation/client termination/call start/call end/call answered | Nice to have |
| Customer sample application | If customer can replicate fault in own application, access to the sample application is desired | Nice to have |
Once this is done you will be kept up to date via email. In case of a pressing/high priority issue (P1/P2) you can contact us for updates via one of the below numbers making sure to have the issue reference ready for our support team:
| Region | Support number |
| SE | +46706160585 |
| UK | +448000549012 |
| US | +18442070266 |
| AUS | +611800778192 |
| SGP | +658004922356 |
| Priority | Definition |
| P1 | Full Service outage, API or Service is not accessible or responding as intended. Total loss of Service, whereby the Customer is unable to use the Service as intended |
| P2 | Partial Service outage, API or, whereby the Customer is unable to use the Service, or the Service is not accessible or responding as intended into specific destinations, regions, countries, or networks |
| P3 | Service degradation and not categorized as P1 or P2.A P1 or P2 event for which service has been restored but requires further action.Request for technical support |
| P4 | Information only or warning trouble\tickets or In-app client faults |
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.
*For In-app client faults, if Sinch are able to reproduce the issue a fix will be included in the next available release, otherwise the ticket will be closed.
| 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 | Portal/Email and Phone | Portal/Email and Phone | Portal/Email | Portal/Email |
1.1 “Service” means for the purpose of this SLA, Messaging, Voice or/and Video and Verification services ordered by the Customer under an Order Form.
1.2 “Availability” means the percentage of the “Measurement Period” during which the Service is accessible and performing its intended functions.
1.3 “In-app client” is the software created using our SDK that resides on the manufacturers handset that utilizes our platform to perform voice and video calling.
1.4 “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. (sms only)
1.5 “Exclusion(s)” means unavailability of the Service for one or more of the following reasons:
1.6 “Fault Reporting Method” means the way faults must be reported in order for Sinch to appropriately investigate the fault.
1.7 “Handset Latency” means the time from Sinch’s acknowledgement of Content reception, until Content is delivered to relevant handset. (sms only)
1.8 “Initial Response Time” means the target time to respond to Customer’s notification to Sinch of a fault.
1.9 “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. (SMS only)
1.10 “Measurement Period” means one (1) calendar month starting from the first day of that specific calendar month (UTC). The time is calculated in minutes.
1.11 “Progress Reports” means recurring updates on the fault until restoration or resolution, as applicable.
1.12 “Target Resolution” means the target time from when Customer has reported the fault until resolution of the fault.
1.13 “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.
1.14 “Unavailability” means a minimum continuous 1-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.