Sinch Customer Support Process

[Bhavesh_Mistry]

If you experience an issue and need support, take the following steps:

Step 1	Search the various articles and FAQs in the Sinch Support Community to see if you can find a solution for your problem.
Step 2	If you are unable to find a suitable solution in support community, log a support ticket.

Note: For Sinch Contact Pro please refer to the Sinch Contact Pro Support Process.

Logging A Support Ticket

Access the Customer Ticketing Portal. The Portal Login page displays:

Select Sinch Customers. The Welcome screen displays which gives you the option to either login or Sign up:

The login page provides links to:

• Sign up for an account - If this is the first time you are using the portal, you must register. Click the Sign up link and complete the details using your business email address. Credentials will be created and returned by email once the request has been processes. 
  Note: Sinch can also configure your team (if there are multiple users) to be a part of the same organization, that way your colleagues can all collaborate on all tickets logged by your organization.
• Forgot your password - If you have forgotten your password, click the Forgotten Password link and complete the details on the form.

NOTE: If you are having issues with the login process, send an email to support@sinch.com describing your issue.

If you have already signed up, then log in using your existing credentials. Click Log in.

Once you have logged in, the ticketing portal landing page displays:

To help us process your ticket expediently:

• Please ensure you enter a meaningful and descriptive entry for you ticket in the Short Summary field. For example: Account Enquiry, ACCOUNT_NAME, Additional account required.
• Ensure you include a detailed description of the problem including the steps that caused the problem or where applicable the steps that can be taken to reproduce the problem in the Description field of the form.
• You can optionally assign a priority for your ticket by selecting the corresponding priority from the Priority drop-down list.

• Click here for a more detailed list of information that is helpful to include when opening a ticket with the Sinch Support.

Click Create. Your ticket is created, and the details of your ticket are displayed:

You ticket number is displayed at the top (highlighted in blue above). To view details of your tickets, select Requests from the top right and then click My Requests. To view details of all tickets raised by your organisation, select Requests from the top right and then click All Requests.

Email support

If the Support Portal is unavailable, you can contact Sinch Support by e-mail: support@sinch.com.

Escalations

If you do not get a response from Sinch Support within a satisfactory timescale you can escalate the issue by adding a comment to your existing ticket in the Ticket Portal, or by contacting your Sinch Account Manager.

Systems Operational Status and Planned Maintenance information

The Sinch Status page (https://status.sinch.com) displays real-time Systems Operational Status for each of Sinch’s products and services and provides scheduled maintenance information.

You can subscribe for updates and alerts to get e-mail notifications whenever Sinch creates, updates or resolves an incident.

To ensure platform stability, Sinch endeavours to carry out all necessary maintenance for its platforms during scheduled maintenance windows, except for any emergency maintenances that may need to be carried out. Notifications will be created for any such maintenance work, in advance, in the Scheduled Maintenance section of the Sinch Status page.

Learn more about the Sinch Status page.

Sinch SLAs

Click here for full details of Sinch SLAs.