Telefonica UK Limited

O2 Business Messaging - SMS Platform for Critical Communications

Business Messaging is O2’s managed messaging product. The solution offers a web portal, Email-SMS and APIs to send business critical messages in real-time or scheduled for the future. The platform has security at the forefront of it's design and is used across a variety of different of different sectors.

Features

  • Highest number of direct connections to UK/global network-operators (650 connections)
  • Scalable solution that can cater for any volume of messaging
  • Personalised 2-way SMS (including surveys)
  • Access to HTTP(s) and JSON RESTful APIs and SMPP connections
  • Email-SMS
  • Customisable dashboard and full reporting suite
  • 24/7/365 multi-lingual support available
  • Permission based account settings

Benefits

  • Reliable and trusted operator with vast experience in time-critical messaging
  • Competitive charges- only charge for delivered SMS (rather than submitted)
  • Fully secure onsite or cloud-based platform available
  • No down time for platform maintenance or updates
  • Self-serve platform enabling creation of sub-account and users as required
  • Full data separation between sub-accounts
  • Complete audit trail
  • Dedicated Telefónica Account Manager
  • Regulatory guidance for international messaging
  • Easy to purchase and deploy with frictionless migration

Pricing

£60.00 an instance a month

Service documents

Framework

G-Cloud 12

Service ID

7 6 6 7 0 7 2 4 1 2 5 2 7 6 7

Contact

Telefonica UK Limited Neil Cruden
Telephone: 07872015506
Email: g-cloud_framework@o2.com

Service scope

Software add-on or extension
No
Cloud deployment model
Private cloud
Service constraints
None
System requirements
  • Internet connection needed plus access to one of these browsers:
  • Internet Explorer 7
  • Internet Explorer 8
  • Internet Explorer 9
  • Internet Explorer 10+
  • Firefox
  • Chrome
  • Safari 9+
  • Opera

User support

Email or online ticketing support
Email or online ticketing
Support response times
If this is a non-service impacting query then we will respond as quickly as possible. Strict SLAs are in place for service impacting 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
Web chat
Web chat support availability
24 hours, 7 days a week
Web chat support accessibility standard
None or don’t know
How the web chat support is accessible
Our web chat is accessible from within the application.
Web chat accessibility testing
We have standard chat screen incorporated for any support issues - zooming is supported to increase the font size.
Onsite support
Onsite support
Support levels
Yes, at extra cost

We offer two support levels:

1) Business Hours support
2) 24/7 support

We also offer support via telephone, email & web chat
Support available to third parties
Yes

Onboarding and offboarding

Getting started
As part of the account set-up we offer webex training and work through specific use cases with our clients so that they get the most from the training. We offer the training to users of the portal or a on a 'Train the Trainer' basis. Full documentation is available as well as a knowledge centre within the portal.
Service documentation
Yes
Documentation formats
  • PDF
  • Other
Other documentation formats
Online
End-of-contract data extraction
Data exports will be made available by the support team and the format will be agreed at the time with the client.
End-of-contract process
Access to the Business Messaging solution will be terminated as per the agreed date, following that all data will be exported and supplied as requested.

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
Yes
Differences between the mobile and desktop service
Portal screens have been designed to automatically size/scale based on the screen size being used. The design is optimised for desktop and tablet.
Service interface
Yes
Description of service interface
Business Messaging accounts are accessed via a urn and each user will have their own credentials to log-in, allowing for activity audit trials. There is lots of flexibility within the platform for different roles and permissions based on individual users so different functionality would be available for Admins versus other roles.
Accessibility standards
None or don’t know
Description of accessibility
Not fully WCAG compliant however the portal design incorporates several features to improve accessibility. Including alternative/help text available via mouse hover over, page navigation using the keyboard tab and enter keys. Screen scaling supports zooming to increase font sizes. Screens are designed with consistence of layout and usage in mind.
Accessibility testing
N/A
API
Yes
What users can and can't do using the API
All services are available using our API including 2 way communications.

Our standard messaging service is accessible through the standard SMPP v3.4 protocol and an open HTTP-based method, incorporating plain, REST and XML formats.

Our APIs are built in modules, to facilitate complete compatibility throughout the platform, as well as include any future service and functionality. We are highly experienced in supporting API integrations and Business Messaging APIs are currently supporting over 80 million time-critical messages daily.

We also provide an SMS API developer hub which provides comprehensive guides and documentation to help you integrate with O2 SMS API as quickly as possible
API documentation
Yes
API documentation formats
HTML
API sandbox or test environment
Yes
Customisation available
Yes
Description of customisation
It is possible to use your own branding and different colour themes available. We are also able to provide custom domains and languages if required.

Scaling

Independence of resources
The platform is continuously monitored and if a potential issue is identified then traffic is routed and prioritised to ensure continuity of service.

Analytics

Service usage metrics
Yes
Metrics types
For any campaign submission, the interactive dashboard provides real time metrics on message delivery rate and time, as well as feedback on the reason for any delivery failures. The channel dashboard also provides account level delivery rate and time statistics, along with the industry average delivery rate at that time.
Reporting types
API access

Resellers

Supplier type
Reseller providing extra support
Organisation whose services are being resold
Infobip

Staff security

Staff security clearance
Conforms to BS7858:2012
Government security clearance
None

Asset protection

Knowledge of data storage and processing locations
Yes
Data storage and processing locations
European Economic Area (EEA)
User control over data storage and processing locations
Yes
Datacentre security standards
Complies with a recognised standard (for example CSA CCM version 3.0)
Penetration testing frequency
At least once a year
Penetration testing approach
Another external penetration testing organisation
Protecting data at rest
Physical access control, complying with SSAE-16 / ISAE 3402
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
Portal users can export their data directly from the web portal. Users can download the data into excel or .csv or .txt files and it’s available in real time or as scheduled reports. There is also the option to send regular reports to specified email addresses.
Data export formats
  • CSV
  • Other
Other data export formats
.xlsx
Data import formats
  • CSV
  • Other
Other data import formats
  • .txt
  • .xlsx
  • .xls
  • .zip

Data-in-transit protection

Data protection between buyer and supplier networks
  • Private network or public sector network
  • Other
Other protection between networks
A DMZ is implemented to limit inbound traffic to only system components that provide authorized publicly accessible services, protocols, and ports. Inbound Internet traffic is limited to IP addresses within the DMZ. Stateful inspection is implemented. Private IP addresses and routing information is not disclosed to unauthorized parties.
Data protection within supplier network
Other
Other protection within supplier network
Private WAN Service

Security programme in place which encompasses:
*Network Security
*System Security Parameters
*Cryptography
*Anti virus software
*The development, deployment and maintenance of secure services
*Access controls
*Physical access controls
*System monitoring
*Security testing, including pen testing and IDS/IPS
*Information security risk assessment
*Incident response plan
*Disaster recovery plan
*Audits

Availability and resilience

Guaranteed availability
The platform availability will be no less than 99.5%.
Approach to resilience
Multiple layers of redundancy from the internal network, equipment and services to external network and disaster recovery sites all configured on a HOT[HOT] philosophy. External network redundancy based on BGP multihoming redundancy, no single point of failure, as for internal infrastructure and services. Equipment is covered by manufacturer onsite warranty.
Outage reporting
The support team will provide you with notice of any planned service outages, technical issues or general updates about the service; this will be made via email to the contacts provided by you.
Unplanned outages (i.e. faults) will be communicated immediately.

Identity and authentication

User authentication needed
Yes
User authentication
2-factor authentication
Access restrictions in management interfaces and support channels
Users rights are based on pre-defined permissions which are set by designated admin(s). All key functionality within the GUI service are permission based and can only be changed through direct intervention by said admin(s)
Access restriction testing frequency
At least every 6 months
Management access authentication
2-factor authentication

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
Users have access to real-time audit information
How long supplier audit data is stored for
At least 12 months
How long system logs are stored for
At least 12 months

Standards and certifications

ISO/IEC 27001 certification
Yes
Who accredited the ISO/IEC 27001
BSI
ISO/IEC 27001 accreditation date
17/01/2019
What the ISO/IEC 27001 doesn’t cover
All relevant areas covered
ISO 28000:2007 certification
No
CSA STAR certification
No
PCI certification
No
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
All policies and processes are designed in line with ISO standards and best practices.

Operational security

Configuration and change management standard
Supplier-defined controls
Configuration and change management approach
All changes, configuration and software, are subject to risk assessment and testing, ensuring functionality and security is not compromised. These procedures are in line with ISO9001 best practices. Processes are regularly reviewed by the security board. Manufacturers/vendor software patches also undergo a risk assessment prior to being scheduled for release.
Vulnerability management type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach
Internal/external network vulnerability scans are run on a regular basis and after any significant change in the network.
Internal/external penetration testing is completed on regular basis and after any changes.
We also have Intrusion-detection systems, and/or intrusion-prevention systems as well as file integrity Monitoring tools alerting to unauthorized modification of critical system files, configuration, or content files.
Protective monitoring type
Supplier-defined controls
Protective monitoring approach
Due to the unique nature of the platform, there are in-house defined custom processes in place. The platform is continuously monitored using both automated services and dedicated teams analysing platform activity and message delivery quality.
Incident management type
Supplier-defined controls
Incident management approach
Service Restoration and Fault Management
Tiered priority system, allocating a priority, dependent upon severity and impact, with a service level defining service restoration time.
There are two fault categories: Customer Issues and Service Incidents
Customer Issues are dealt with individually. Communication is with both the issue-raiser and the contacts held using phone, email and/or text.
Service Incidents require communication to multiple customers, therefore notification and updates are by email or text.
The Process starts with raising a ticket. Tickets hold a full audit trail (actions, status-changes, comments and document-attachments), enabling reporting and SLA-monitoring. Closed tickets are held for 5 years+.

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
£60.00 an instance a month
Discount for educational organisations
No
Free trial available
No

Service documents