Nexmo Inc.

Vonage Messages API

The Vonage Messages API is a single abstracted API that provides access to various messaging channels such as SMS, MMS, WhatsApp, Facebook Messenger, Viber. It enables organisations to communicate with their customers throughout their journey to engage them and drive transactions, to fulfil their requirements, and to provide real-time support.

Features

  • Single API enables SMS, MMS, WhatsApp, Facebook Messenger, and Viber.
  • Rich media - Images, Audio, Video, Files, and Location.
  • Detailed results e.g. read and delivery status, timestamps, and costs.
  • Sandbox environment where developers can test the Messages API.
  • Secure communications - API calls are secured by JWT authentication.
  • Adaptive Routing analyses and sends SMS traffic through optimised routes.

Benefits

  • Reduced development. Single API for all channels reduces the complexities.
  • Increase customer engagement with notifications, QR codes, receipts, tickets, etc
  • Messaging Insights. Analyse the delivery results across multiple messaging channels.
  • Sandbox allows free testing of API capabilities to confirm compatibility.
  • Security - Businesses can safely send/receive messages with JWT authentication
  • Global reach and communicating with customers on their preferred channels.

Pricing

£0.01 to £0.03 a transaction

Service documents

Request an accessible format
If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at matthew.parker@vonage.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 12

Service ID

3 9 9 6 2 2 7 8 9 0 5 0 5 1 6

Contact

Nexmo Inc. Matthew Parker
Telephone: +447530580447
Email: matthew.parker@vonage.com

Service scope

Software add-on or extension
Yes, but can also be used as a standalone service
What software services is the service an extension to
Vonage Communications APIs can be used as extensions to any platform or application including Contact Centres, CRM, Workflow, AI/Bots. Vonage has an extensive partner network of integrated applications: https://www.vonage.com/communications-apis/partners/. Integrations include Salesforce, Microsoft, Mulesoft, Zendesk, Freshdesk, Magento, Amazon SNS, Zoho, Sugar CRM, Zoho, and many more.
Cloud deployment model
Public cloud
Service constraints
None, features & restrictions are documentation in our knowledge base at https://help.nexmo.com/ and within the developer documentation at https://developer.nexmo.com/
System requirements
  • HTTP REST API
  • JavaScript/iOS/Android SDK
  • SMPP
  • SIP Trunking

User support

Email or online ticketing support
Email or online ticketing
Support response times
This depends on Support Plan selected: see https://www.nexmo.com/about-support for full details/options, response times for Free Support are typically 2-4 hours Mon-Fri, Enterprise Support customers receive a 30minutes response time SLA for Urgent issues.
User can manage status and priority of support tickets
Yes
Online ticketing support accessibility
None or don’t know
Phone support
Yes
Phone support availability
24 hours, 7 days a week
Web chat support
Yes, at an extra cost
Web chat support availability
9 to 5 (UK time), Monday to Friday
Web chat support accessibility standard
None or don’t know
How the web chat support is accessible
Via Support portal at https://help.nexmo.com/
Web chat accessibility testing
None
Onsite support
No
Support levels
We offer 3 levels of Support: Standard (Free) via Email/Web during Business Hours; Priority Support adding Chat and SLO; Enterprise Support with Phone Support & Designated Support Engineer and SLA. Details at https://www.nexmo.com/about-support
Support available to third parties
Yes

Onboarding and offboarding

Getting started
Vonage provide an online service including all documentation and tutorials. New users can sign-up for services for free and start testing at https://dashboard.nexmo.com/sign-up
Service documentation
Yes
Documentation formats
  • HTML
  • Other
Other documentation formats
Github
End-of-contract data extraction
We don't store client data, usage and account information is available via Dashboard and API.
End-of-contract process
When the contract ends if you continue to use our services you will transition onto our standard usage list pricing and standard terms, assuming you continue to use our services.

Using the service

Web browser interface
Yes
Supported browsers
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
  • Opera
Application to install
No
Designed for use on mobile devices
Yes
Differences between the mobile and desktop service
None relevant (API, SDK products support all application types including Web, Mobile Web, iOS/Android platforms)
Service interface
Yes
Description of service interface
Web Dashboard and APIs
Accessibility standards
None or don’t know
Description of accessibility
Vonage provides APIs for Service Management that enable customised application access to service features within any client application. The Vonage API Dashboard supports common features of Browser including Zoom/Resize.
Accessibility testing
None
API
Yes
What users can and can't do using the API
Communications via SMS/MMS, Voice including Text-to-speech/Speech Recognition, Video, 2FA Verification, Social Chat including WhatsApp/Facebook Messenger/Viber, transactional and email campaigns. Service/Account management. Reporting & Billing. Telephone Numbers. GDPR Data Redaction.
API documentation
Yes
API documentation formats
  • Open API (also known as Swagger)
  • HTML
API sandbox or test environment
Yes
Customisation available
No

Scaling

Independence of resources
We operate a globally distributed high availability cloud platform and ensure spare capacity across our Data Centres to ensure we don't overload one or more locations.

Analytics

Service usage metrics
Yes
Metrics types
Dashboard Analytics - Inbound & Outbound Volumes
Success Rates (Delivery & Conversion)
Quality (Message Delivery Quality)
Reporting types
  • API access
  • Real-time dashboards
  • Reports on request

Resellers

Supplier type
Not a reseller

Staff security

Staff security clearance
Other security clearance
Government security clearance
Up to Baseline Personnel Security Standard (BPSS)

Asset protection

Knowledge of data storage and processing locations
Yes
Data storage and processing locations
  • United Kingdom
  • European Economic Area (EEA)
  • EU-US Privacy Shield agreement locations
  • Other locations
User control over data storage and processing locations
Yes
Datacentre security standards
Managed by a third party
Penetration testing frequency
At least every 6 months
Penetration testing approach
‘IT Health Check’ performed by a Tigerscheme qualified provider or a CREST-approved service provider
Protecting data at rest
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Physical access control, complying with another standard
Data sanitisation process
Yes
Data sanitisation type
  • Explicit overwriting of storage before reallocation
  • 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
Vonage API Group as a CPaaS provider of communications services does not store client data. Users can extract usage reports via the Vonage Dashboard at https://dashboard.nexmo.com. Reporting Analytics data can be viewed within the Dashboard, downloaded in CSV format, or accessed via Reports API.
Data export formats
  • CSV
  • Other
Other data export formats
HTTP REST API (JSON)
Data import formats
Other
Other data import formats
HTTP REST API (JSON)

Data-in-transit protection

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

Availability and resilience

Guaranteed availability
Vonage API Group offers SLAs for platform availability for customers who opt for the Enterprise Support plan. Our SLA under the Enterprise Support plan is for 99.99% availability. "Availability" means the platform is up and able to process inbound and outbound message traffic.
Approach to resilience
Vonage API Group has a robust global infrastructure designed for High Availability and Disaster Recovery scenarios. The platform has failover, DR and load-balancing attributes configured over resilient infrastructures across global data centres. The Vonage API platform fails-over to secondary environments within each data centre but also across region, providing true global redundancy.
Outage reporting
Public dashboard https://www.nexmostatus.com/. Subscription to alerts via email, SMS, Twitter, API (Webhook), RSS feed.

Identity and authentication

User authentication needed
Yes
User authentication
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Username or password
  • Other
Other user authentication
Dashboard access is via username/password with the user option to enable two-factor authentication. API access is via key/secret credentials or JSON Web Token (JWT) dependant on product.
Access restrictions in management interfaces and support channels
Authentication via LDAP with two-factor authentication for internal tools. remote access over VPN is restricted with user certificates
Access restriction testing frequency
At least once a year
Management access authentication
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • 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
At least 12 months
Access to supplier activity audit information
No audit information available
How long system logs are stored for
At least 12 months

Standards and certifications

ISO/IEC 27001 certification
No
ISO 28000:2007 certification
No
CSA STAR certification
Yes
CSA STAR accreditation date
19/06/2020
CSA STAR certification level
Level 1: CSA STAR Self-Assessment
What the CSA STAR doesn’t cover
N/A
PCI certification
No
Other security certifications
No

Security governance

Named board-level person responsible for service security
Yes
Security governance certified
No
Security governance approach
Vonage API Group ensures that we design our infrastructure and software with security in mind. We select datacenter providers with security compliance certification, and continuously review our system for vulnerabilities in-house and through 3rd parties. Dedicated security function lead by Chief Information security officer, Risk and vulnerability management process, Incident respond process , security compliance function
Information security policies and processes
Vonage API Group has a dedicated security team and a management process that among other things includes documented security policies, procedures, and staff training. A full list of Security Policies can be shared on request under NDA. Our Policies are aligned with HIPPA, ISO,PCI-DSS, HITRUST frameworks

Operational security

Configuration and change management standard
Supplier-defined controls
Configuration and change management approach
Vonage API Group's development process is built on the principle of segregation of duties and employs mandatory reviews and approvals. Each change to production environment is submitted by Development, tested by Quality Assurance, and reviewed by Operations before deployment. All source code is stored in private repositories that only engineering has access to.
Vulnerability management type
Supplier-defined controls
Vulnerability management approach
Vonage API Group employs a three-fold vulnerability management strategy which includes proactive updates of 3rd-party applications, internal monthly vulnerability scans, and external penetration tests. Vonage API Group keeps itself up to date with patches/upgrades and updates 3rd-party applications promptly as new versions are released. External penetration tests covering APIs, web applications, and SDKs are performed quarterly. External infrastructure vulnerability assessment is done annually.
Protective monitoring type
Supplier-defined controls
Protective monitoring approach
Vonage API Group uses enterprise grade monitoring systems to ensure monitoring on three different levels: networking (availability of devices), endpoint (disk, memory, CPU usage, etc.), and application level (process status, port status, log size, percentage of 400 Bad Requests, etc). All endpoints and all applications are monitored. Vonage API Group utilises risk-based approach to alerting. Depending on the criticality, on of the following alerting mechanisms is used: mail, sms, automatic call.
Incident management type
Supplier-defined controls
Incident management approach
Security incidents are managed through an incident report form within the ticketing system (JIRA), this records details of the incident and tracks the onward investigation until remediation actions can be put in place. Upon issue resolution, if necessary, the security team defines any further/longer-term remediation requirements, and assigns these to the appropriate team (e.g. operations, product engineering, etc). At each stage there are defined communications covering Identification, Investigation, Remediation, and Documentation (Reporting) of security incidents. Where customers are impacted; the “critical situations” team is notified (includes senior management), and Support communicates to affected customers, providing advisory, or specific remediation instructions.

Secure development

Approach to secure software development best practice
Conforms to a recognised standard, but self-assessed

Public sector networks

Connection to public sector networks
No

Pricing

Price
£0.01 to £0.03 a transaction
Discount for educational organisations
No
Free trial available
Yes
Description of free trial
Sign up for a free account at https://dashboard.nexmo.com/sign-up including 2 EUR of free credit for trialing the platform and sending messages.
Link to free trial
https://dashboard.nexmo.com/sign-up

Service documents

Request an accessible format
If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at matthew.parker@vonage.com. Tell them what format you need. It will help if you say what assistive technology you use.