Textlocal

Short Message Service (SMS) Text Messaging

Send & receive text messages, manage appointment reminders, create surveys, use short codes and keywords. Our SMS API integrates into websites and CRM systems.

Also integrates with contact centre email, web chat, Facebook messenger and Twitter on one platform, services are singular so you choose what you need.

Features

  • Two way communications
  • Send loyalty tickets to drive up customer retention
  • Long and short codes for attracting and communicating
  • Attach up to 10mb attachments in the SMS
  • Trackable web links for monitoring effectiveness
  • Mobile App to send messages on the move
  • Multiple user accounts for differing departments
  • Excel to SMS- all your data in a spreadsheet?
  • Email to SMS - link with CRM systems
  • API for interfacing with other systems

Benefits

  • Stop 'Do not attends' by sending reminders
  • 'Info link' via SMS from contact centre reduces call times
  • Payment reminders for hsg and council tax to increase 'cash-in'
  • Send customer surveys to check quality of service
  • Schools increase quality of learning with greater parent interaction
  • Event reminders and changes in opening times (great for schools)
  • Major incident management by keeping everyone updated in real time
  • Send attachments to reduce postage costs
  • Aid elections with updates to the returning officers
  • Housing Associations increase cash collection and reduce maintenance 'no-shows'

Pricing

£0.0175 per unit

Service documents

G-Cloud 9

759698915616285

Textlocal

Stuart Naylor

07740 034529 or 01244 573179

stuart.naylor@textlocal.com

Service scope

Service scope
Software add-on or extension No
Cloud deployment model Private cloud
Service constraints There are no constraints
System requirements Access to a web browser is the only requirement

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Our response in the week is around 10 minutes and over the weekend this rises to about 60 minutes. This is the free service, anything bespoke needed is considered before an SLA is agreed.
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 Web chat
Web chat support availability 9 to 5 (UK time), Monday to Friday
Web chat support accessibility standard WCAG 2.0 AAA
Web chat accessibility testing Our web chat is part of the online system so no specific testing has been carried out
Onsite support Yes, at extra cost
Support levels The support level provided is in two halves, technical and user help. The technical help is usually associated with setting up the interfaces with other systems and tends to be at system start up. The user support calls are around first use of the system and then any new starters wanting to understand how to get the best out of the system.
This level of support is included in the cost, we are yet to find a service requirement that needs an additional paid service. The calls are managed by trained technical and user staff
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started The Textlocal platform is an easy to use, intuitive system that most users find easy to adopt. We offer on line training to those that sign up for a free account and deliver this via 'screen sharing' which works well. There is a wealth of user information on the website and also great ideas about how to use it in communicating with your client base.
Service documentation Yes
Documentation formats
  • HTML
  • PDF
End-of-contract data extraction The only data that will be stored on the system will be telephone numbers, name and any specific content designed to help with the personalisation. This data will be exported by using Excel.
End-of-contract process The costs that users will commit to are the SMS credits and any dedicated numbers such as a short code and word, ie, text GOVERNMENT to 60777. The credits stay on the system and never expire unless you make a forced action to disable the account. The dedicated numbers will expire at the end of their allotted purchased time. There is no contract to sign at the beginning so there is not contract to end.

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 7
  • Internet Explorer 8
  • Internet Explorer 9
  • Internet Explorer 10+
  • Microsoft Edge
  • Firefox
  • Safari 9+
  • Opera
Application to install No
Designed for use on mobile devices Yes
Differences between the mobile and desktop service The website is optimised for mobile devices
Accessibility standards WCAG 2.0 AAA
Accessibility testing We test our platform and website for users of assistive technology
API Yes
What users can and can't do using the API The API service has been published on the website, https://www.textlocal.com/integrations/api/

Full details of the capabilities are listed here along with access to our free accounts where upon signing there is further help for setting up the API.
API documentation Yes
API documentation formats Open API (also known as Swagger)
API sandbox or test environment No
Customisation available No

Scaling

Scaling
Independence of resources Our service is scaled to deliver millions of messages and since we have a varied client base we never have any market sector dominating the available capacity.
The service is scaled to deliver millions of messages across the main networks, Vodafone, O2 and EE and through international aggregators for non-UK traffic. The platform itself is subject to regular capacity planning audits and can be scaled up rapidly.

Analytics

Analytics
Service usage metrics Yes
Metrics types The reporting module is comprehensive and covers all aspects of the services delivered. Reports are either ad-hoc or created and then set up as a frequency report.
Reporting types
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

Resellers
Supplier type Not a reseller

Staff security

Staff security
Staff security clearance Other security clearance
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 ‘IT Health Check’ performed by a Tigerscheme qualified provider or a CREST-approved service provider
Protecting data at rest Scale, obfuscating techniques, or data storage sharding
Data sanitisation process No
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 Data is imported into the platform in several ways. The function to accept mobile numbers separated by a comma is possible though this gives no personalisation. An excel spreadsheet with up to six headings can be imported to create your database.
Data export formats CSV
Data import formats CSV

Data-in-transit protection

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)
  • IPsec or TLS VPN gateway

Availability and resilience

Availability and resilience
Guaranteed availability The service levels we offer are around the elements which are under our control and this equates to access to the platform across the internet. We currently deliver 99.999% uptime. Any loss of service (which has not happened yet) will be compensated according to the severity of the issue. What constitutes a refund is discussed with each user before they use the system if this is something they wish to highlight.
Approach to resilience The platform is resiliently architectured such that there is no single point of failure, from the hardware and service point of view. The platform resides in Rackspace LON3 data centre (near Slough). The data centre has full power and internet redundancy. Textlocal also has a wide array of connectivity to the mobile networks, both directly with operators and through 3rd party aggregators.
Outage reporting Planned/Scheduled outages are advised via email to customers. Unplanned outages will be communicated through social media and the Textlocal website.

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
  • Other
Other user authentication Via API, apiKeys can be used, which can also be restricted by IP address
Access restrictions in management interfaces and support channels The Control Panel has a full suite of access control lists, allowing users to be created/controlled/restricted by the admin users of the account. Support functions are provided only to authorised users of accounts.
Access restriction testing frequency At least every 6 months
Management access authentication
  • Public key authentication (including by TLS client certificate)
  • Dedicated link (for example VPN)

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 receive audit information on a regular basis
How long supplier audit data is stored for At least 12 months
How long system logs are stored for Between 1 month and 6 months

Standards and certifications

Standards and certifications
ISO/IEC 27001 certification No
ISO 28000:2007 certification No
CSA STAR certification No
PCI certification No
Other security accreditations No

Security governance

Security governance
Named board-level person responsible for service security Yes
Security governance accreditation Yes
Security governance standards ISO/IEC 27001
Information security policies and processes We are currently working towards ISO27001, and aim to have certification by Autumn 2017.

Operational security

Operational security
Configuration and change management standard Supplier-defined controls
Configuration and change management approach Textlocal has a full development, test and release process, using full development reviews, automated deployment methods, unit and manual testing. Each development change is reviewed including consideration for security. A internal monthly Penetration test is carried out to ensure ongoing security; with at least annual external tests.
Vulnerability management type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach Patches and operating system updates are managed by Rackspace, our data centre provider. When a set of patches become available, a suitable time will be planned in coordination with the Textlocal operations team, and the patches applied - this is usually overnight, UK time, and done in a way that's non-service impacting. Urgent or critical patches are applied, immediately, when available and appropriate.
Protective monitoring type Supplier-defined controls
Protective monitoring approach In conjunction with Rackspace, the whole platform is monitored and regularly audited. There is also a highly bespoke and conclusive security suite in place for ensuring inappropriate activity isn't sent via our SMS gateways. A full incident control SLA is in place.
Incident management type Supplier-defined controls
Incident management approach A full Incident Managment Policy is in place within Textlocal. Incidents can be reported via the normal support channels - telephone, web chat or email. Incidents will be updated via telephone or email.

Secure development

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

Public sector networks

Public sector networks
Connection to public sector networks No

Pricing

Pricing
Price £0.0175 per unit
Discount for educational organisations Yes
Free trial available Yes
Description of free trial We give you access to a fully functional solution with 500 credits to trial. It may be prudent to also test out using long and short codes and we provide this on request. We also advise on how to get the best out of the system.
Free version link
Link to free trial https://www.textlocal.com/signup/

Documents

Documents
Pricing document View uploaded document
Service definition document View uploaded document
Terms and conditions document View uploaded document
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