Support

This section instructs in getting support and describes incident categories and response time.

The support phase begins when the tenant is set up and notification emails have been sent to the customer and continues until service is terminated. During the support period, all communication between the customer/partner and Sinch shall be handled via the Sinch Contact Pro support portal.

To receive support, the customer must designate English-speaking contact persons who are authorized to contact Sinch. Contact persons act as points of contact towards Sinch, support end-users and manage their incidents and service requests. The customer shall provide Sinch contact details (e-mail, telephone) for reaching the Customer Contact.

Getting support

If you experience an issue with Sinch Contact Pro:

1. Search the product documentation on the Sinch Contact Pro documentation site, and FAQs and articles on the Sinch Contact Pro Community to see if a solution to the problem is found

2. If a solution to the problem cannot be found, contact Sinch support via the Sinch Contact Pro Support portal.

When opening a support ticket, provide relevant information (reference ID, logs, issue examples, screenshots) to enable Sinch to reproduce, troubleshoot, and resolve the issue.