In this article:
Hello valued customer,
as you may have noticed, there was a technical issue affecting the message sending functionality within Sinch Engage between June 27, 2023 (6:30 pm CET) and June 28, 2023 (3:30 pm CET).
This issue has been resolved successfully and messages are now being delivered to the recipients as usual. We apologize for the inconvenience.
As part of our approach to offer you with the best customer service for successful use of Sinch Engage, we are providing you with more details about the incident, the consequences, and the steps we are taking to ensure that such technical outages do not occur in the future.
In a nutshell
- You will not be charged for any messages that were not sent
- You will see a failed status for messages that were not sent
- You can send the messages again if needed. We are not resending them automatically, since those messages may not be relevant anymore, or you may have already communicated to those contacts.
More information
Q: What happened?
During the specified time window, there was an unexpected technical issue that resulted in a service disruption, preventing customers from sending messages through Sinch Engage.
Q: What did not work?
Messages sent by you as an agent in the 1:1 chat dialog, via the chatbot or as a newsletter have not reached end users. In the chat dialog with the end user you can see the messages, but the sending failed. You can indentify this by the red exclamation mark (!) next to the message.
Q: How will I know if a message was not sent?
You will see a failed status indicator next to the message or newsletter.
Q: What can I do to ensure that the messages still are sent?
We are not automatically resending the messages as they might no longer be relevant with the delay or you might already had have alternative communication. You can check the status of the messages (they will be shown as failed) and manually resend those that you want to be resend. If you want us to resend all failed messages, please reach out to support or through your account manager.
Q: Will I be charged for the messages that were not sent during the outage?
No, you will not be charged for the messages that were not sent during the outage. We understand the impact this may have had on your operations, and we apologize for any inconvenience caused.
Q: How will you prevent similar outages from happening in the future?
We take this incident seriously, and we are conducting a thorough investigation to identify the root cause of the issue. We are implementing measures to prevent similar outages from occurring in the future by enhancing our infrastructure and closely monitoring the system's performance.
Q: How can I stay updated on any future service notifications or incidents?
Service notifications or incidents are posted on https://status.sinch.com - you can subscribe to ensure you get a mail notification for new messages.
Q: Is there any action required from me as a customer after the outage?
No immediate action is required from you as a customer. Sinch Engage is now functioning normally, and you can resume using the product as usual. However, if you encounter any further issues or have any questions, please reach out to our support team for assistance.
Q: Has the issue been fully resolved?
Yes, our technical team has identified and resolved the issue that caused the outage. Sinch Engage is now fully operational, and you should be able to send messages without any further interruptions.
Q: Where can I find additional support or contact customer service for further assistance?
If you have additional questions or require further assistance, you can reach out to us through this form or through your account manager.
