General information

This section contains brief descriptions of architecture, security, and disaster recovery and lists unavailable countries.

Architecture

Sinch Contact Pro resides on a redundant server infrastructure on a redundant multi-tier network in Amazon Web Services (AWS) cloud. Agents and supervisors access and use Sinch Contact Pro over the Internet. An Internet connection is needed to configure and consume Sinch Contact Pro services.

Each customer has their own tenant in a dedicated subnet to ensure segregation between customers. There are two types of tenants: Production tenants and test tenants. A production tenant is provisioned for each customer by default. A test tenant is an optional service that can be utilized to verify functionality before production tenant upgrade. A test tenant is recommended if the customer has critical integrations between its business systems and Sinch Contact Pro.

Sinch provides Sinch Contact Pro globally on four regions. By default, the tenant is provisioned in the region closest to the customer’s end-users.

Sinch Contact Pro regions and data centers are:

  • US West (Oregon)
  • EU (Frankfurt)
  • AU (Sydney)
  • AF (Cape Town)

Security

Sinch Contact Pro is ISO 27001 certified, which is also the basis for the whole Information Security Management System (ISMS) at Sinch. See more about Sinch security. Connections to Sinch Contact Pro are secured with HTTPS (User Interfaces), TLS (SIP), and SRTP (Voice). Data at rest is encrypted.

Critical security patches for platform and network devices are deployed immediately without further notice. Other security patches for platform and network devices are deployed during quarterly maintenance windows. The Sinch Contact Pro application is updated quarterly when new versions are released. In case there is a need for urgent corrections between quarterly releases, Sinch will issue an additional patch version.

Disaster recovery and high availability

Sinch provides Sinch Contact Pro from a redundant infrastructure that is split between two AWS availability zones on most parts. Network and telephony infrastructure are fully geo-redundant, and we are actively working with server and storage infrastructure that utilizes AWS standard redundancy.

Sinch Contact Pro has a disaster recovery plan, which is reviewed quarterly. Recovery Time Objective (RTO) is 4 hours and Recovery Point Objective (RPO) is 24 hours. Database backups are created daily and are kept for 14 days. Infrastructure is monitored and on-call engineer reacts to alerts 24/7.

Unavailable countries

In supplying Sinch Contact Pro, Sinch may be subject to certain laws and regulations relating to telecommunications services and/or electronic communications services. Therefore, Sinch reserves the right to provide to the customer a list of countries in which the customer may not use the Sinch Contact Pro and shall not permit users or any other person to use or access it. Currently unavailable countries are:

  • Bahrain
  • China: available only for use with Voice, SMS, Email, WeChat, and Web Chat
  • Russia

Note that Sinch Contact Pro cannot be contracted with Greek or Chinese legal entities.