Esendex Limited


SMS Chat is one of many new innovations from Esendex, empowering Public Sector Organisations to engage in two-way conversations with customers via SMS. It provides a popular new communication channel for your customer, and, as multiple conversations can be held concurrently, improves productivity.


  • Increase call centre efficiencies
  • 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


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


£1200 per unit

Service documents


G-Cloud 11

Service ID

6 1 9 2 9 2 2 3 1 7 3 2 9 7 1


Esendex Limited

Charlotte Houghton

01159 895145

Service scope

Service scope
Software add-on or extension No
Cloud deployment model Private cloud
Service constraints None
System requirements Web based browser capability

User support

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

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

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
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


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 No


Supplier type Not a reseller

Staff security

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

Asset protection

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 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-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

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

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

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

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 08/09/2016
What the PCI DSS doesn’t cover None
Other security certifications No

Security governance

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

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

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

Public sector networks
Connection to public sector networks No


Price £1200 per unit
Discount for educational organisations No
Free trial available No

Service documents

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