Messaging, Voice, and Verification Service Level Agreement (SLA)

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”).

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

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 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.

Service Windows

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:

• US Sites: Tuesday & Thursday 1AM – 4AM PST/PDT
• Other sites: Tuesday & Thursday 9PM – 12AM CET/CEST
• Conversation API : Wednesday 6am – 10am CET/CEST

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.

Helpdesk and Fault Reporting

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:

For In-app specific client issues:

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:

Priority Levels

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.

*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.

Glossary

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:

• Any scheduled maintenance for which Sinch gives prior notice.
• Failure of, or restriction 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.

1.6 “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.