Our services rely on telecommunications networks to deliver your communications. From time to time, telecommunications networks, or platforms such as ours, experience outages, for a variety of reasons.
If we are notified by one of our carriers of a major outage, we will communicate information about any major outages using a combination of email and status page updates available at https://status.messagemedia.com/ – it is highly recommended that customers subscribe to these status pages so that they can be sure to receive status updates on any major outage. During a major outage, we will also make information about the major outage available via social media channels.
Sinch also offers live chat functionality which can be used to make requests for any urgent assistance which we can help you with, when we inform you of an ongoing major outage, we will provide a phone number that you can call (which is available during major outages) and customers can contact their account manager, if they have one.
Where required, updates will be provided as soon as practicable if there is a material change that relates to the outage or otherwise, at least once every 6 hours for the first 24 hours and once during each subsequent 24-hour period. As soon as practicable after we consider that all services affected by a major outage have been restored or fully rectified, we will notify and communicate this to the public and end users.