{"id":36976,"date":"2021-01-01T10:10:00","date_gmt":"2021-01-01T10:10:00","guid":{"rendered":"https:\/\/sinchcomdev.local\/legal\/messaging-service-level-agreement-sla\/"},"modified":"2026-03-10T16:14:19","modified_gmt":"2026-03-10T16:14:19","slug":"messaging-service-level-agreement-sla","status":"publish","type":"legal","link":"https:\/\/sinch.com\/pt\/legal\/terms-and-conditions\/other-sinch-terms-conditions\/messaging-service-level-agreement-sla\/","title":{"rendered":"Acordo de N\u00edvel de Servi\u00e7o (SLA) de Messaging, Voz e Verifica\u00e7\u00e3o"},"content":{"rendered":"\n<p>Vers\u00e3o 7.0 &#8211; Data de lan\u00e7amento: 12 de janeiro de 2024<\/p>\n\n\n\n<p>Este Acordo de N\u00edvel de Servi\u00e7o (\u201c<strong>SLA<\/strong>\u201d) \u00e9 parte de um acordo para determinados servi\u00e7os da SINCH (\u201c<strong>Acordo<\/strong>\u201d) entre a SINCH e o Cliente e se aplica exclusivamente aos Servi\u00e7os e n\u00e3o a qualquer outro produto ou servi\u00e7o da SINCH.<\/p>\n\n\n\n<p>Os termos em letras mai\u00fasculas est\u00e3o definidos no Gloss\u00e1rio abaixo. Os termos em letras mai\u00fasculas n\u00e3o definidos neste SLA ter\u00e3o os significados a eles atribu\u00eddos nos Termos e Condi\u00e7\u00f5es Gerais dos Servi\u00e7os SINCH (\u201c<strong>GTC<\/strong>\u201d).<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Geral<\/h3>\n\n\n\n<p>A Sinch disponibilizar\u00e1 o Servi\u00e7o ao Cliente conforme especificado no Formul\u00e1rio de Pedido e no Acordo, e de acordo com o n\u00edvel de servi\u00e7o descrito neste SLA.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Disponibilidade do Servi\u00e7o<\/h3>\n\n\n\n<p>A disponibilidade do servi\u00e7o significa, para o prop\u00f3sito deste SLA, a porcentagem de tempo durante o qual o Servi\u00e7o est\u00e1 acess\u00edvel e executando as fun\u00e7\u00f5es pretendidas. A Sinch envidar\u00e1 esfor\u00e7os razo\u00e1veis para que o Servi\u00e7o esteja dispon\u00edvel em no m\u00ednimo 99,95% do tempo, e com a(s) <strong>Exclus\u00e3o(\u00f5es)<\/strong>, definidas na se\u00e7\u00e3o <strong>Gloss\u00e1rio<\/strong> abaixo.<\/p>\n\n\n\n<p>A disponibilidade do Servi\u00e7o ser\u00e1 calculada a cada m\u00eas, como uma porcentagem com base na fra\u00e7\u00e3o abaixo:<\/p>\n\n\n\n<p><strong>Per\u00edodo de Medi\u00e7\u00e3o \u2013 Indisponibilidade<\/strong><\/p>\n\n\n\n<p><strong>\u2014\u2014\u2014\u2014\u2014\u2014\u2014\u2014\u2014\u2014\u2014\u2014\u2014\u2014\u2014\u2014\u2014\u2014<\/strong><\/p>\n\n\n\n<p><strong>Per\u00edodo de Medi\u00e7\u00e3o<\/strong><\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Lat\u00eancia de SMS<\/h3>\n\n\n\n<p>A lat\u00eancia de entrega de conte\u00fado de SMS varia entre os destinos e depende do status do aparelho. A Sinch confirmar\u00e1 prontamente o recebimento do Conte\u00fado mediante o recebimento real. A Sinch mede a lat\u00eancia em todo o tr\u00e1fego por m\u00eas enviado para aparelhos v\u00e1lidos e dispon\u00edveis. O aumento da lat\u00eancia devido a motivos fora do controle da Sinch, como interrup\u00e7\u00f5es do Provedor de Servi\u00e7os, \u00e9 exclu\u00eddo.<\/p>\n\n\n\n<figure class=\"wp-block-table\"><table><tbody><tr><td>\n<p>Tipo de lat\u00eancia<\/p>\n<\/td><td>\n<p>Desempenho alvo da Sinch<\/p>\n<\/td><\/tr><tr><td>\n<p>Lat\u00eancia Interna<\/p>\n<\/td><td>\n<p>Menos de 10 segundos para 90% do tr\u00e1fego por m\u00eas<\/p>\n<\/td><\/tr><tr><td>\n<p>Lat\u00eancia do Aparelho<\/p>\n<\/td><td>\n<p>Menos de 30 segundos para 90% do tr\u00e1fego por m\u00eas<\/p>\n<\/td><\/tr><\/tbody><\/table><\/figure>\n\n\n\n<h3 class=\"wp-block-heading\">Janelas de Servi\u00e7o<\/h3>\n\n\n\n<p>Notifica\u00e7\u00f5es sobre janelas de servi\u00e7o agendadas (excluindo manuten\u00e7\u00e3o n\u00e3o planejada\/de emerg\u00eancia) ser\u00e3o enviadas via <a href=\"https:\/\/status.sinch.com\">https:\/\/status.sinch.com<\/a> e enviadas com pelo menos 10 dias \u00fateis de anteced\u00eancia. As janelas de servi\u00e7o padr\u00e3o s\u00e3o:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Sites dos EUA: Ter\u00e7a &amp; Quinta-feira, 1h \u2013 4h PST\/PDT<\/li>\n\n\n\n<li>Elastic SIP Trunking: Ter\u00e7a, Quarta &amp; Quinta-feira, 5h \u2013 7h PST\/PDT<\/li>\n\n\n\n<li>Outros sites: Ter\u00e7a &amp; Quinta-feira, 21h \u2013 0h CET\/CEST<\/li>\n\n\n\n<li>Conversation API: Quarta-feira, 6h \u2013 10h CET\/CEST<\/li>\n<\/ul>\n\n\n\n<p>As janelas de servi\u00e7o podem ser estendidas ou encurtadas conforme necess\u00e1rio e podem ocorrer em hor\u00e1rios ou dias diferentes, conforme a necessidade. <a href=\"https:\/\/status.sinch.com\">https:\/\/status.sinch.com<\/a> sempre ter\u00e1 as informa\u00e7\u00f5es mais atualizadas em rela\u00e7\u00e3o ao status do servi\u00e7o.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Suporte T\u00e9cnico e Comunica\u00e7\u00e3o de Falhas<\/h3>\n\n\n\n<p>O Suporte T\u00e9cnico est\u00e1 dispon\u00edvel 24\/7. Os clientes devem entrar em contato com o Suporte T\u00e9cnico da Sinch via <a href=\"https:\/\/support.sinch.com\/\">https:\/\/support.sinch.com\/<\/a> para obter a melhor resposta da nossa equipe de suporte. Se o portal de chamados de suporte n\u00e3o estiver dispon\u00edvel, voc\u00ea pode gerar um chamado por e-mail. Informa\u00e7\u00f5es adicionais e guias de suporte podem ser encontrados na nossa p\u00e1gina da comunidade: <a href=\"https:\/\/community.sinch.com\/\">https:\/\/community.sinch.com\/<\/a>. Ao registrar uma falha, certifique-se de incluir as seguintes informa\u00e7\u00f5es:<\/p>\n\n\n\n<figure class=\"wp-block-table\"><table><tbody><tr><td>\n<p>Itens necess\u00e1rios<\/p>\n<\/td><td>\n<p>Descri\u00e7\u00e3o<\/p>\n<\/td><td>\n<p>Obrigat\u00f3rio<\/p>\n<\/td><\/tr><tr><td>\n<p>Descri\u00e7\u00e3o da falha<\/p>\n<\/td><td>\n<p>Descri\u00e7\u00e3o detalhada do problema<\/p>\n<\/td><td>\n<p>Sim<\/p>\n<\/td><\/tr><tr><td>\n<p>Prioridade<\/p>\n<\/td><td>\n<p>N\u00edvel de prioridade de acordo com este Acordo de N\u00edvel de Servi\u00e7o. A Sinch pode reclassificar a prioridade durante a investiga\u00e7\u00e3o da falha.<\/p>\n<p><\/p>\n<\/td><td>\n<p>Sim<\/p>\n<\/td><\/tr><tr><td>\n<p>Dados de amostra<\/p>\n<\/td><td>\n<p>N\u00fameros de amostra, CDRs ou outros dados, se aplic\u00e1vel<\/p>\n<\/td><td>\n<p>Sim<\/p>\n<\/td><\/tr><tr><td>\n<p>Call-ID<\/p>\n<\/td><td>\n<p>Call-IDs relevantes (dentro de 7 dias do problema)<\/p>\n<p><\/p>\n<\/td><td>\n<p>Sim<\/p>\n<\/td><\/tr><\/tbody><\/table><\/figure>\n\n\n\n<p>Para problemas de clientes espec\u00edficos In-app:<\/p>\n\n\n\n<figure class=\"wp-block-table\"><table><tbody><tr><td>\n<p>Itens necess\u00e1rios<\/p>\n<\/td><td>\n<p>Descri\u00e7\u00e3o<\/p>\n<\/td><td>\n<p>Obrigat\u00f3rio<\/p>\n<\/td><\/tr><tr><td>\n<p>Stack traces<\/p>\n<\/td><td>\n<p>Stack traces simbolizados, ou seja, nomes de fun\u00e7\u00f5es Full stack traces<\/p>\n<\/td><td>\n<p>Sim<\/p>\n<\/td><\/tr><tr><td>\n<p>Mem\u00f3ria do aparelho<\/p>\n<\/td><td>\n<p>Free, Swap, Usada<\/p>\n<\/td><td>\n<p>Sim<\/p>\n<\/td><\/tr><tr><td>\n<p>Sistema operacional do aparelho<\/p>\n<\/td><td>\n<p>Vers\u00e3o do Android \/ API, iOS<\/p>\n<\/td><td>\n<p>Sim<\/p>\n<\/td><\/tr><tr><td>\n<p>Modelo do aparelho<\/p>\n<\/td><td>\n<p>Fabricante e Modelo<\/p>\n<\/td><td>\n<p>Sim<\/p>\n<\/td><\/tr><tr><td>\n<p>Passos para reproduzir<\/p>\n<\/td><td>\n<p>Passo para replicar a falha<\/p>\n<\/td><td>\n<p>Desej\u00e1vel<\/p>\n<\/td><\/tr><tr><td>\n<p>Log de contexto<\/p>\n<\/td><td>\n<p>Logs do cliente, se dispon\u00edveis Contexto da falha, ex.: cria\u00e7\u00e3o do cliente\/t\u00e9rmino do cliente\/in\u00edcio da chamada\/t\u00e9rmino da chamada\/chamada atendida<\/p>\n<\/td><td>\n<p>Desej\u00e1vel<\/p>\n<\/td><\/tr><tr><td>\n<p>Aplicativo de amostra do cliente<\/p>\n<\/td><td>\n<p>Se o cliente puder replicar a falha em seu pr\u00f3prio aplicativo, o acesso ao aplicativo de amostra \u00e9 desejado<\/p>\n<\/td><td>\n<p>Desej\u00e1vel<\/p>\n<\/td><\/tr><\/tbody><\/table><\/figure>\n\n\n\n<p>Uma vez que isso seja feito, voc\u00ea ser\u00e1 mantido atualizado via e-mail. Em caso de um problema urgente\/alta prioridade (P1\/P2), voc\u00ea pode fazer contato conosco para atualizar as informa\u00e7\u00f5es por meio de um dos n\u00fameros abaixo, certificando-se de ter a refer\u00eancia do problema pronta para nossa equipe de suporte:<\/p>\n\n\n\n<figure class=\"wp-block-table\"><table><tbody><tr><td>\n<p>Regi\u00e3o<\/p>\n<\/td><td>\n<p>N\u00famero de suporte<\/p>\n<\/td><\/tr><tr><td>\n<p>SE<\/p>\n<\/td><td>\n<p>+46706160585<\/p>\n<\/td><\/tr><tr><td>\n<p>Reino Unido<\/p>\n<\/td><td>\n<p>+448000549012<\/p>\n<\/td><\/tr><tr><td>\n<p>EUA<\/p>\n<\/td><td>\n<p>+18442070266<\/p>\n<\/td><\/tr><tr><td>\n<p>AUS<\/p>\n<\/td><td>\n<p>+611800778192<\/p>\n<\/td><\/tr><tr><td>\n<p>SGP<\/p>\n<\/td><td><p>+6531060294<\/p><\/td><\/tr><\/tbody><\/table><\/figure>\n\n\n\n<h3 class=\"wp-block-heading\">N\u00edveis de Prioridade<\/h3>\n\n\n\n<figure class=\"wp-block-table\"><table><tbody><tr><td>\n<p>Prioridade<\/p>\n<\/td><td>\n<p>Defini\u00e7\u00e3o<\/p>\n<\/td><\/tr><tr><td>\n<p>P1<\/p>\n<\/td><td>\n<p>Interrup\u00e7\u00e3o total do servi\u00e7o, a API ou Servi\u00e7o n\u00e3o est\u00e1 acess\u00edvel ou respondendo conforme o planejado. Perda total do servi\u00e7o, em que o Cliente fica incapaz de utilizar o Servi\u00e7o conforme planejado<\/p>\n<\/td><\/tr><tr><td>\n<p>P2<\/p>\n<\/td><td>\n<p>Interrup\u00e7\u00e3o parcial do servi\u00e7o, API ou, em que o Cliente \u00e9 incapaz de utilizar o Servi\u00e7o, ou o Servi\u00e7o n\u00e3o est\u00e1 acess\u00edvel ou respondendo conforme planejado em uma regi\u00e3o ou pa\u00eds espec\u00edfico<\/p>\n<\/td><\/tr><tr><td>\n<p>P3<\/p>\n<\/td><td>\n<p>Problema afetando uma rede dentro de um pa\u00eds <\/p>\n<p>Degrada\u00e7\u00e3o parcial de servi\u00e7os ou problemas de qualidade <\/p>\n<p>Degrada\u00e7\u00e3o de servi\u00e7os e n\u00e3o categorizada como P1 ou P2<\/p>\n<p>Um evento P1 ou P2 para o qual os servi\u00e7os foram restaurados, mas que requer a\u00e7\u00e3o adicional<\/p>\n<\/td><\/tr><tr><td>\n<p>P4<\/p>\n<\/td><td>\n<p>Problemas de usu\u00e1rios finais de pequena Scale, qualquer problema que afete um pequeno subconjunto de usu\u00e1rios finais <\/p>\n<p>Apenas informa\u00e7\u00f5es ou tickets de problemas de aviso ou falhas do cliente In-app<\/p>\n<\/td><\/tr><\/tbody><\/table><\/figure>\n\n\n\n<h3 class=\"wp-block-heading\">Resposta a Falhas <\/h3>\n\n\n\n<p>A Sinch utilizar\u00e1 esfor\u00e7os comercialmente razo\u00e1veis para fornecer um m\u00ednimo de 90% dos servi\u00e7os de desempenho de resposta a falhas mencionados abaixo, de acordo com os seguintes tempos e alvos de precis\u00e3o.<\/p>\n\n\n\n<p>*Para falhas do cliente In-app, se a Sinch conseguir reproduzir o problema, uma corre\u00e7\u00e3o ser\u00e1 inclu\u00edda no pr\u00f3ximo lan\u00e7amento dispon\u00edvel, caso contr\u00e1rio o chamado de suporte ser\u00e1 fechado.<\/p>\n\n\n\n<figure class=\"wp-block-table\"><table><tbody><tr><td>\n<p>Fase  Prioridade<\/p>\n<\/td><td>\n<p>P1<\/p>\n<\/td><td>\n<p>P2<\/p>\n<\/td><td>\n<p>P3<\/p>\n<\/td><td>\n<p>P4*<\/p>\n<\/td><\/tr><tr><td>\n<p>Tempo de Resposta Inicial<\/p>\n<\/td><td>\n<p>30 minutos<\/p>\n<\/td><td>\n<p>1 hora<\/p>\n<\/td><td>\n<p>24 horas<\/p>\n<\/td><td>\n<p>48 horas<\/p>\n<\/td><\/tr><tr><td>\n<p>Restaura\u00e7\u00e3o alvo (solu\u00e7\u00e3o alternativa)<\/p>\n<\/td><td>\n<p>2 horas<\/p>\n<\/td><td>\n<p>4 horas<\/p>\n<\/td><td>\n<p>2 dias \u00fateis<\/p>\n<\/td><td>\n<p>7 dias \u00fateis<\/p>\n<\/td><\/tr><tr><td>\n<p>Resolu\u00e7\u00e3o alvo<\/p>\n<\/td><td>\n<p>5 dias \u00fateis<\/p>\n<\/td><td>\n<p>10 dias \u00fateis<\/p>\n<\/td><td>\n<p>15 dias \u00fateis<\/p>\n<\/td><td>\n<p>30 dias \u00fateis<\/p>\n<\/td><\/tr><tr><td>\n<p>Relat\u00f3rios de Progresso<\/p>\n<\/td><td>\n<p>A cada 60 minutos at\u00e9 a restaura\u00e7\u00e3o e na resolu\u00e7\u00e3o<\/p>\n<\/td><td>\n<p>A cada 4 horas at\u00e9 a restaura\u00e7\u00e3o e na resolu\u00e7\u00e3o<\/p>\n<\/td><td>\n<p>Na resolu\u00e7\u00e3o<\/p>\n<\/td><td>\n<p>Na resolu\u00e7\u00e3o<\/p>\n<\/td><\/tr><tr><td>\n<p>M\u00e9todo de Relat\u00f3rio de Falhas<\/p>\n<\/td><td>\n<p>Portal\/E-mail e Telefone<\/p>\n<\/td><td>\n<p>Portal\/E-mail e Telefone<\/p>\n<\/td><td>\n<p>Portal\/E-mail<\/p>\n<\/td><td>\n<p>Portal\/E-mail<\/p>\n<\/td><\/tr><\/tbody><\/table><\/figure>\n\n\n\n<h3 class=\"wp-block-heading\">Gloss\u00e1rio<\/h3>\n\n\n\n<p>1.1 \u201c<strong>Servi\u00e7o<\/strong>\u201d significa para o prop\u00f3sito deste Acordo de N\u00edvel de Servi\u00e7o, os servi\u00e7os de Messaging, Voice e\/ou Video e Verifica\u00e7\u00e3o solicitados pelo Cliente sob um Formul\u00e1rio de Pedido.<\/p>\n\n\n\n<p>1.2 \u201c<strong>Disponibilidade<\/strong>\u201d significa a porcentagem do \u201cPer\u00edodo de Medi\u00e7\u00e3o\u201d durante a qual o Servi\u00e7o est\u00e1 acess\u00edvel e executando suas fun\u00e7\u00f5es pretendidas.<\/p>\n\n\n\n<p>1.3 \u201c<strong>Cliente In-app<\/strong>\u201d \u00e9 o software que pode se criar usando nosso SDK e que reside no aparelho do fabricante, utilizando nossa plataforma para realizar chamadas de voz e v\u00eddeo.<\/p>\n\n\n\n<p>1.4 \u201c<strong>Lat\u00eancia de Recibo de Entrega<\/strong>\u201d significa o tempo desde o reconhecimento pela Sinch da recep\u00e7\u00e3o do conte\u00fado, at\u00e9 que o recibo de entrega do conte\u00fado seja recebido pela Sinch do Provedor de Servi\u00e7os relevante. Nenhum alvo de lat\u00eancia ser\u00e1 dado para a Lat\u00eancia de Recibo de Entrega, uma vez que o Provedor de Servi\u00e7os pode despriorizar os recibos de entrega do conte\u00fado. (apenas SMS)<\/p>\n\n\n\n<p>1.5 \u201c<strong>Exclus\u00e3o(\u00f5es)<\/strong>\u201d significa indisponibilidade do Servi\u00e7o por um ou mais dos seguintes motivos:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Qualquer manuten\u00e7\u00e3o programada para a qual a Sinch d\u00e1 aviso pr\u00e9vio.<\/li>\n\n\n\n<li>Falha de, ou restri\u00e7\u00e3o ou congestionamento sofrido em qualquer parte de uma rede fora de onde os Servi\u00e7os est\u00e3o hospedados (ex., Provedores de Servi\u00e7os ou internet);<\/li>\n\n\n\n<li>Causas que qualquer das partes n\u00e3o pode controlar de forma razo\u00e1vel, conforme referido no Acordo;<\/li>\n\n\n\n<li>Suspens\u00e3o dos Servi\u00e7os de acordo com o Acordo;<\/li>\n\n\n\n<li>Customer caused issues including (but not limited to):\n<ul class=\"wp-block-list\">\n<li>Qualquer falha em fornecer informa\u00e7\u00f5es que a Sinch solicitar.<\/li>\n\n\n\n<li>Qualquer falha de interface com o Servi\u00e7o de acordo com as instru\u00e7\u00f5es da Sinch.<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n\n\n\n<p>1.6 \u201c<strong>M\u00e9todo de Relat\u00f3rio de Falhas<\/strong>\u201d significa a maneira como as falhas devem ser relatadas para que a Sinch investigue adequadamente a falha.<\/p>\n\n\n\n<p>1.7 \u201c<strong>Lat\u00eancia do Aparelho<\/strong>\u201d significa o tempo desde o reconhecimento pela Sinch da recep\u00e7\u00e3o do conte\u00fado, at\u00e9 que o conte\u00fado seja entregue ao aparelho relevante. (apenas SMS)<\/p>\n\n\n\n<p>1.8 \u201c<strong>Tempo de Resposta Inicial<\/strong>\u201d significa o tempo alvo para responder \u00e0 notifica\u00e7\u00e3o do Cliente para a Sinch sobre uma falha.<\/p>\n\n\n\n<p>1.9 \u201c<strong>Lat\u00eancia Interna<\/strong>\u201d significa o tempo desde o reconhecimento pela Sinch da recep\u00e7\u00e3o do conte\u00fado, at\u00e9 ser processado pela Sinch e a recep\u00e7\u00e3o do conte\u00fado ser reconhecida pelo Provedor de Servi\u00e7os relevante para entrega posterior ao aparelho. (Apenas SMS)<\/p>\n\n\n\n<p>1.10 \u201c<strong>Per\u00edodo de Medi\u00e7\u00e3o<\/strong>\u201d significa um (1) m\u00eas civil a partir do primeiro dia daquele m\u00eas civil espec\u00edfico (UTC). O tempo \u00e9 poss\u00edvel de calcular em minutos.<\/p>\n\n\n\n<p>1.11 \u201c<strong>Relat\u00f3rios de Progresso<\/strong>\u201d significam informa\u00e7\u00f5es de forma recorrente para atualizar sobre a falha at\u00e9 a restaura\u00e7\u00e3o ou resolu\u00e7\u00e3o, conforme aplic\u00e1vel.<\/p>\n\n\n\n<p>1.12 \u201c<strong>Resolu\u00e7\u00e3o Alvo<\/strong>\u201d significa o tempo alvo desde quando o Cliente relatou a falha at\u00e9 a resolu\u00e7\u00e3o da falha.<\/p>\n\n\n\n<p>1.13 \u201c<strong>Restaura\u00e7\u00e3o Alvo<\/strong>\u201d (Solu\u00e7\u00e3o alternativa) significa o tempo alvo para encontrar uma solu\u00e7\u00e3o tempor\u00e1ria para a falha relatada. Uma solu\u00e7\u00e3o tempor\u00e1ria alternativa \u00e9 uma solu\u00e7\u00e3o, que restaura substancialmente o Servi\u00e7o regular, embora alguns problemas n\u00e3o materiais possam persistir.<\/p>\n\n\n\n<p>1.14 \u201c<strong>Indisponibilidade<\/strong>\u201d significa per\u00edodos m\u00ednimos cont\u00ednuos de 1 minuto em que os \u201cServi\u00e7os\u201d da Sinch n\u00e3o est\u00e3o respondendo adequadamente ao solicitar entradas, e\/ou n\u00e3o est\u00e3o estabelecendo conex\u00f5es de sa\u00edda por regi\u00e3o conforme planejado, em cada caso expressos em n\u00famero de minutos.<\/p>\n","protected":false},"author":6,"parent":58293,"menu_order":149,"template":"","meta":{"_acf_changed":false,"footnotes":""},"legal_category":[],"class_list":["post-36976","legal","type-legal","status-publish","hentry"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.2 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Discover Messaging, Voice, and Verification Service Le - Sinch<\/title>\n<meta name=\"description\" content=\"Find here the Messaging Service Level Agreement (SLA) for sinch.com, the customer communications cloud.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/sinch.com\/pt\/legal\/terms-and-conditions\/other-sinch-terms-conditions\/messaging-service-level-agreement-sla\/\" \/>\n<meta property=\"og:locale\" content=\"pt_BR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Discover Messaging, Voice, and Verification Service Le - Sinch\" \/>\n<meta property=\"og:description\" content=\"Find here the Messaging Service Level Agreement (SLA) for sinch.com, the customer communications cloud.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/sinch.com\/pt\/legal\/terms-and-conditions\/other-sinch-terms-conditions\/messaging-service-level-agreement-sla\/\" \/>\n<meta property=\"og:site_name\" content=\"Sinch\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/wearesinch\/\" \/>\n<meta property=\"article:modified_time\" content=\"2026-03-10T16:14:19+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/sinch.com\/wp-content\/uploads\/2026\/02\/SI-Powering-Trusted-Comms.png\" \/>\n\t<meta property=\"og:image:width\" content=\"1200\" \/>\n\t<meta property=\"og:image:height\" content=\"668\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/png\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:site\" content=\"@WeAreSinch\" \/>\n<meta name=\"twitter:label1\" content=\"Est. tempo de leitura\" \/>\n\t<meta name=\"twitter:data1\" content=\"6 minutos\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"WebPage\",\"@id\":\"https:\/\/sinch.com\/pt\/legal\/terms-and-conditions\/other-sinch-terms-conditions\/messaging-service-level-agreement-sla\/\",\"url\":\"https:\/\/sinch.com\/pt\/legal\/terms-and-conditions\/other-sinch-terms-conditions\/messaging-service-level-agreement-sla\/\",\"name\":\"Discover Messaging, Voice, and Verification Service Le - Sinch\",\"isPartOf\":{\"@id\":\"https:\/\/sinch.com\/pt\/#website\"},\"datePublished\":\"2021-01-01T10:10:00+00:00\",\"dateModified\":\"2026-03-10T16:14:19+00:00\",\"description\":\"Find here the Messaging Service Level Agreement (SLA) for sinch.com, the customer communications cloud.\",\"breadcrumb\":{\"@id\":\"https:\/\/sinch.com\/pt\/legal\/terms-and-conditions\/other-sinch-terms-conditions\/messaging-service-level-agreement-sla\/#breadcrumb\"},\"inLanguage\":\"pt-BR\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\/\/sinch.com\/pt\/legal\/terms-and-conditions\/other-sinch-terms-conditions\/messaging-service-level-agreement-sla\/\"]}]},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\/\/sinch.com\/pt\/legal\/terms-and-conditions\/other-sinch-terms-conditions\/messaging-service-level-agreement-sla\/#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"Home\",\"item\":\"https:\/\/sinch.com\/pt\/\"},{\"@type\":\"ListItem\",\"position\":2,\"name\":\"Legal\",\"item\":\"https:\/\/sinch.com\/pt\/legal\/\"},{\"@type\":\"ListItem\",\"position\":3,\"name\":\"Terms and Conditions\",\"item\":\"https:\/\/sinch.com\/pt\/legal\/terms-and-conditions\/\"},{\"@type\":\"ListItem\",\"position\":4,\"name\":\"Other Sinch Terms &amp; 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