Sinch – Escalation Support Matrix

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.

Escalation Contact Matrix

Priority	Contact Name / Phone	Email	Role
3 Standard	Sinch Support [phone]	[e-mail]	24/7 Support Team
	Spencer Britz [phone]	[e-mail]	Customer Success Manager
	Ben Wright	[e-mail]	Dedicated Support Manager
2 Elevated	Jason Dull [phone]	[e-mail]	Director, Enterprise ASP Accounts
	Romain Deruffe	[e-mail]	Head of Service Delivery & Support
	Joe Ashe	[e-mail]	Service Operations Manager
1 Critical	Massimo Gaifa	[e-mail]	VP of CS and Accounts, North America

For information regarding any incident, please refer to the Sinch Status Page: https://status.sinch.com/

Escalation Guidelines

Priority 3 — Standard Support (Start Here)

All issues must be reported first through the Priority 3 channels. Contact Sinch Support via phone or email for routine technical issues, general questions, and service requests. If your dedicated contacts (Spencer Britz or Ben Wright) are unresponsive within a reasonable timeframe, escalate to Priority 2.

Priority 2 — Elevated Escalation

Escalate to Priority 2 when: the issue has not been resolved at Priority 3, service disruptions are actively impacting business operations, or the matter requires director or management-level attention. Contact Jason Dull, Romain Deruffe, or Joe Ashe depending on the nature of the issue.

Priority 1 — Critical / Executive Escalation

Priority 1 is reserved for the most critical situations only — where all lower escalation paths have failed, or where the issue poses a severe and immediate risk to business continuity. Contact Massimo Gaifa (VP of CS and Accounts, North America) directly via email.

Important Notes

• Always document the issue, ticket number, and timeline before escalating.

• Phone contacts (Spencer Britz and Jason Dull) accept both calls and texts.

• The 24/7 Sinch Support line ([phone]) is available at all hours for immediate assistance.