Esendex Limited

Mobile Journey

A secure and interactive mobile messaging solution, facilitating the meaningful personalised connections you need to have with your customers. Whether you need to process payments or complete an income expenditure process, the Esendex Mobile Journey enables you to actively and efficiently engage with your customers on a whole new level.


  • Increase debt collection efficiencies
  • Personlised customer data collection
  • UK data centres ensuring compliance and security of data
  • ISO 27001-2013 and PCI compliant
  • Full disaster recovery process to ensure platform resilience
  • Integration options - API or standalone
  • Guarantees your data remains within the UK


  • Compliments Digital Transformation and Channel shift strategies
  • Interactive and device optimised solutions
  • Tracking and reporting – Tailored management information reports
  • Multiple communication channels


£1000 per unit

Service documents


G-Cloud 11

Service ID

2 7 9 7 1 7 7 9 3 4 7 0 2 0 8


Esendex Limited

Charlotte Houghton

01159 895145

Service scope

Software add-on or extension
Cloud deployment model
Private cloud
Service constraints
System requirements
Web based browser capability

User support

Email or online ticketing support
Email or online ticketing
Support response times
Standard customer support hours for any issue are 0900 to 1730 Monday to Friday (excluding bank holidays) by contacting the Esendex support team in one of the following ways:
Support will respond to all queries within 4 working hours.
User can manage status and priority of support tickets
Phone support
Phone support availability
9 to 5 (UK time), Monday to Friday
Web chat support
Onsite support
Yes, at extra cost
Support levels
Set-up is completely supported. Esendex Support Teams are available 9 to 5, 5 days a week and we have a 24/7 critical support team available should you require it.
Support available to third parties

Onboarding and offboarding

Getting started
Full account set up and user manuals provided for self-serve systems and development guidance for fully supported systems.
Service documentation
End-of-contract data extraction
Not applicable as an agreed data retention policy in place on an individual basis.
End-of-contract process
From the agreed data retention policy data is automatically deleted after an agreed period. Once the contract expires this process automatically takes at no extra cost.

Using the service

Web browser interface
Supported browsers
  • Internet Explorer 7
  • Internet Explorer 8
  • Internet Explorer 9
  • Internet Explorer 10
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
  • Opera
Application to install
Designed for use on mobile devices
Service interface
What users can and can't do using the API
Our SMS API benefits:
• Extremely easy to use, straight-forward and hassle-free integration set up
• All major development environments are supported, such as PHP, Java, C# and more
• Free sample code, documentation and plenty of hints and tips
• Track your SMS with push notifications
• Set an originator on your messages for no extra charge
API documentation
API documentation formats
API sandbox or test environment
Customisation available


Independence of resources
Esendex's messaging platform is hosted on a dedicated server within a secure data facility. Built-in redundancy for each element, including our network connections, ensures that the Company can maintain service even under extreme conditions. The platform and all associated data is continually backed-up to an alternative server infrastructure within secure facilities. The SLA is to process 90% of our messages within 5 seconds and 95% of our messages within 20 seconds.


Service usage metrics


Supplier type
Not a reseller

Staff security

Staff security clearance
Conforms to BS7858:2012
Government security clearance
Up to Baseline Personnel Security Standard (BPSS)

Asset protection

Knowledge of data storage and processing locations
Data storage and processing locations
United Kingdom
User control over data storage and processing locations
Datacentre security standards
Complies with a recognised standard (for example CSA CCM version 3.0)
Penetration testing frequency
At least every 6 months
Penetration testing approach
Protecting data at rest
  • Physical access control, complying with CSA CCM v3.0
  • Encryption of all physical media
Data sanitisation process
Data sanitisation type
Deleted data can’t be directly accessed
Equipment disposal approach
Complying with a recognised standard, for example CSA CCM v.30, CAS (Sanitisation) or ISO/IEC 27001

Data importing and exporting

Data export approach
Each customer has access to their own secure web-based access portal to export all data.
Data export formats
  • CSV
  • Other
Other data export formats
Data import formats
  • CSV
  • Other
Other data import formats

Data-in-transit protection

Data protection between buyer and supplier networks
Legacy SSL and TLS (under version 1.2)
Data protection within supplier network
  • TLS (version 1.2 or above)
  • Legacy SSL and TLS (under version 1.2)

Availability and resilience

Guaranteed availability
The SLA is to process 90% of our messages within 5 seconds and 95% of our messages within 20 seconds.
Approach to resilience
Esendex has multiple data centre sites which are equipped with identical hardware and connected via a resilient link to allow data replication to take place. In the event of DR (Disaster Recovery) being invoked the Company can switch to using its backup site to maintain service.
Outage reporting
A public dashboard
an API
email alerts

Identity and authentication

User authentication needed
User authentication
Username or password
Access restrictions in management interfaces and support channels
Standard username and password and assigned access rights for individual users.
Access restriction testing frequency
At least once a year
Management access authentication
Username or password

Audit information for users

Access to user activity audit information
Users have access to real-time audit information
How long user audit data is stored for
Access to supplier activity audit information
Users have access to real-time audit information
How long supplier audit data is stored for
How long system logs are stored for

Standards and certifications

ISO/IEC 27001 certification
Who accredited the ISO/IEC 27001
ISO/IEC 27001 accreditation date
13 December 2012
What the ISO/IEC 27001 doesn’t cover
ISO 28000:2007 certification
CSA STAR certification
PCI certification
Who accredited the PCI DSS certification
PCI DSS accreditation date
What the PCI DSS doesn’t cover
Other security certifications

Security governance

Named board-level person responsible for service security
Security governance certified
Security governance standards
ISO/IEC 27001
Information security policies and processes
Esendex' ISO 27001 information security policies include; a scope statement, the risk assessment, the information security objectives, the Statement of Applicability and the risk treatment plan.
The management framework documentation underpins procedures that implement specific controls.
These procedures are electronic documents that show how Esendex monitors, reviews and continually improves its IMIS information security objectives.

Operational security

Configuration and change management standard
Supplier-defined controls
Configuration and change management approach
All system changes (including all hardware and software changes) are tracked through a comprehensive change management process. This process includes a description of the change, justification for the change and a rollback plan.
Vulnerability management type
Supplier-defined controls
Vulnerability management approach
The Operations team receives regular industry updates of actual or potential vulnerabilities for all software used in the provision of the service. Patches are prioritised based on severity, assigned to relevant teams and tracked using change management system.
Protective monitoring type
Supplier-defined controls
Protective monitoring approach
Esendex continually monitors the performance of our platform with technical team available 24/7 to respond to any issues. Any actual or potential compromises are treated as incidents and managed using the incident management process.
Incident management type
Supplier-defined controls
Incident management approach
Esendex have a mature incident management system that has been trained out to all employees.
A copy of the customer facing plan can be made available on request

Secure development

Approach to secure software development best practice
Independent review of processes (for example CESG CPA Build Standard, ISO/IEC 27034, ISO/IEC 27001 or CSA CCM v3.0)

Public sector networks

Connection to public sector networks


£1000 per unit
Discount for educational organisations
Free trial available

Service documents

Return to top ↑