Service availability

System availability

Monthly system availability SLA for Sinch Contact Pro is 99,92%. Planned downtimes (Weekly and quarterly maintenance windows) are excluded from SLA calculation.

Incident categories and response times

Incidents are categorized into four different priorities (P1 – P4). For critical incidents (P1 and P2), support is provided 24/7, 365 days per year. For non-critical incidents (P3 and P4), support is provided on weekdays 8:00 AM – 4:30 PM EET, excluding local holidays.

Definitions for incident categories and SLA targets are presented in tables below. Note that P1 (Very High) and P2 (High) incident categories can be used only with incidents related to production tenants.

Priority Definition Support level
P1 (very high)

The problem has very serious consequences for normal business processes or IT processes related to core business processes. Urgent work cannot be performed.

This is generally caused by the following circumstances:

  • Productive service is completely down.
  • The imminent system Go-Live or upgrade of a production system cannot be completed.
  • The customer's core business processes are seriously affected.

A workaround is not available for each circumstance. The incident requires immediate processing because the malfunction may cause serious losses.

Examples of P1 incidents:

  • Customer’s main contact channel(s) are completely down
  • Customer agents are not able to handle contacts.

Initial response: Within one hour of case submission.

Ongoing communication: Every hour.

Resolution target: Sinch to provide for issues either a (i) resolution, or (ii) workaround, or (iii) action plan within four hours.
P2 (hight)

Normal business processes are seriously affected. Necessary tasks cannot be performed.

This is caused by incorrect or inoperable functions in the Sinch service that are required immediately. The incident is to be processed as quickly as possible because a continuing malfunction can seriously disrupt the entire productive business flow.

Examples of P2 incidents:

  • Customer’s main contact channel(s) are partially down.
  • Some customer agents are not able to handle contacts.

Initial response: Within four hours of case submission.

Ongoing communication: Every six hours.

P3 (medium)

Normal business processes are affected.

The problem is caused by incorrect or inoperable functions in the Sinch service.

Initial response: Within one business day of case submission.

Ongoing communication: Every three business days for non-defect issues and ten business days for product defect issues.
P4 (low)

The problem has little or no effect on normal business processes.

The problem is caused by incorrect or inoperable functions in the Sinch service that are not required daily or are rarely used.

Initial response: Within two business days of case submission.

Ongoing communication: Unless otherwise communicated by Sinch support, once every week.

Stage/severity P1 P2 P3 P4
Initial Response Time 60 min. 4 hours 1 day 2 days
Ongoing Response Target (ORT) 60 min. 6 hours 3 days 1 week
Target Resolution 4 hours

Service requests

A service request is a request that initiates a service action which has been agreed as a normal part of service delivery. Service requests can be small configuration changes to the system (for example, adding users or queues), technical changes (for example, adding voice or messaging channels), or bigger changes that require more extensive planning.

Each service request is handled by a customer support specialist who evaluates the service request, organizes the changes, supervises the execution, and acts as a contact point towards the customer.

Service requests are typically implemented between 8:00 AM and 4:30 PM EET. If separately agreed, service requests can be implemented outside service hours. Service requests are invoiced separately.

The target delivery time for minor service requests is 3 workdays. For service requests that require planning, delivery time is agreed separately.

The following services are included in the initial tenant provisioning during tenant configuration period:

  • Configuration of one SIP trunk (Sinch Voice API always free)
  • Certificate configurations for standard channels and integrations
  • CORS settings for chat domains and integrations
  • Provisioning of Sinch Contact Pro standard RESTful Interfaces
  • Configuration work required to set up Sinch Contact Pro standard integrations