Sinch – Escalation Support Matrix – Convey

1. Overview

This article outlines the escalation contact structure for Sinch Message Broadcast. When experiencing service issues, always begin at Priority Level 3 and escalate upward only if the issue remains unresolved. Priority Level 1 is reserved for critical, business-impacting situations requiring executive involvement.

Sinch Support Portal

To raise a new support ticket with Sinch, use the official Support Portal below:

Sinch Support Portal:
https://support.sinch.com/hc/en-us

The Support Portal can be used to:

Create new support tickets
Track existing support requests
Communicate directly with the Sinch Support team

Sinch Dashboard

The Sinch Dashboard provides visibility into messaging activity and account usage, helping users monitor message processing and troubleshoot delivery issues.

Dashboard:
https://dashboard.sinch.com/dashboard

View message activity, including sent, delivered, failed, and pending message statuses to assist with troubleshooting.
Monitor messaging traffic and access account-specific information from a centralized dashboard.

2. Escalation Contact Matrix

3. Service Status

Before escalating an issue, verify whether there is an ongoing platform incident.

Sinch Status Page:
https://status.sinch.com/

4. Service Level Agreement (SLA)

For details regarding Sinch's service commitments, availability targets, maintenance windows, support priorities, and fault reporting requirements, refer to the official Messaging, Voice, and Verification Service Level Agreement (SLA).

SLA Documentation:
https://www.sinch.com/legal/messaging-voice-and-verification-service-level-agreement/

The SLA includes information on:

Service availability commitments (99.95% uptime target)
SMS latency targets
Scheduled maintenance windows
Helpdesk availability and fault reporting requirements
Required information when opening a support case
Support priority definitions and response expectations

Important Notes

Always create a support case through the Sinch Support Portal before contacting escalation contacts.
Include the support ticket number, customer account information, business impact, timestamps, and any relevant logs or screenshots in all communications.
For critical production issues, contact the 24/7 First Line Support team immediately via the regional phone number or support@sinch.com, in addition to creating a support case.
Use the Support/Case Escalation Contacts only after a support case has been opened.
Before reporting an issue, review the Sinch Status Page (https://status.sinch.com/) to determine whether the issue is related to an active platform incident.
When escalating, always include the existing Sinch Support case number to help the support and escalation teams quickly identify the issue.

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