Esendex Limited

SMS - Interactive Business SMS

Interactive Business SMS enables you to send and receive text messages from your customers either online, by email or via API (connecting through your management systems). Esendex’ Interactive Business SMS has many applications including: reducing call centre traffic, maximising debt collection, managing appointments and organising staff cover.

Features

  • Data driven process
  • Direct connections to all the UK mobile networks
  • 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

Benefits

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

Pricing

£0.0195 per unit

Service documents

Framework

G-Cloud 11

Service ID

4 4 1 8 1 9 1 2 4 9 5 5 9 9 2

Contact

Esendex Limited

Charlotte Houghton

01159 895145

charlotte.houghton@esendex.com

Service scope

Software add-on or extension
No
Cloud deployment model
Private cloud
Service constraints
None
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
No
Phone support
Yes
Phone support availability
9 to 5 (UK time), Monday to Friday
Web chat support
No
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
Yes

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
No
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
Yes
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
No
Designed for use on mobile devices
No
Service interface
No
API
Yes
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
Yes
API documentation formats
HTML
API sandbox or test environment
Yes
Customisation available
No

Scaling

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.

Analytics

Service usage metrics
No

Resellers

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
Yes
Data storage and processing locations
United Kingdom
User control over data storage and processing locations
No
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
In-house
Protecting data at rest
  • Physical access control, complying with CSA CCM v3.0
  • Encryption of all physical media
Data sanitisation process
Yes
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
Excel
Data import formats
  • CSV
  • Other
Other data import formats
Excel

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

Standards and certifications

ISO/IEC 27001 certification
Yes
Who accredited the ISO/IEC 27001
QMS
ISO/IEC 27001 accreditation date
13 December 2012
What the ISO/IEC 27001 doesn’t cover
None
ISO 28000:2007 certification
No
CSA STAR certification
No
PCI certification
Yes
Who accredited the PCI DSS certification
ControlScan
PCI DSS accreditation date
08/09/2017
What the PCI DSS doesn’t cover
None
Other security certifications
No

Security governance

Named board-level person responsible for service security
Yes
Security governance certified
Yes
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
No

Pricing

Price
£0.0195 per unit
Discount for educational organisations
No
Free trial available
Yes
Description of free trial
Account and User set up (1), SMS Credits.
Link to free trial
Www.esendex.com

Service documents

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