FireText Communications Limited

FireText SMS and HLR Services (Official)

FireText provide an easy to use, UKCloud based platform allowing 2-way communication using SMS text messaging. International SMS and HLR services are also available. FireText are accredited to ISO27001:2013, Cyber Essentials and DSP Toolkit standards. The platform is penetration tested by a CESG CHECK accredited company on an annual basis.

Features

  • Send and Receive Online SMS
  • Integrate with 1000+ other software platforms including MJog and BMJ
  • SMS Tracking
  • Email to SMS
  • SMS Delivery Reporting
  • International SMS and International HLR
  • Keywords & Auto-Replies
  • Integrated Developer SMS API
  • Personalised Bulk SMS
  • Scheduled text messages

Benefits

  • Reduce costs compared to other communication protocols
  • Reduce missed appointments or meetings
  • Improve speed of communication with end users
  • Notify end users of last minute disruption to journeys
  • Quickly notify stakeholders of time critical information
  • Align with Digital by Default ethos
  • UK located private cloud servers
  • Easily Integrated SMS
  • Use SMS via existing software platforms
  • Hand-Holding Support provided in the UK

Pricing

£0.0165 to £0.04 per unit

Service documents

G-Cloud 10

863901575075267

FireText Communications Limited

James Huff

0800 038 5522

gcloud@firetext.co.uk

Service scope

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 Zapier, Freshdesk, Zendesk, Mjog, Frontdesk, accuRx
Cloud deployment model Private cloud
Service constraints International SMS and HLR availability can vary on a country by country basis, and even on a network by network basis within each country. There may be specific requirements in order for international SMS and HLR to be successful, and FireText will endeavour to provide the most accurate guidance available.
System requirements
  • Requires internet connection
  • Requires access to web browser supporting TLS 1.2 or above
  • API requests must be made using TLS 1.2 or above

User support

User support
Email or online ticketing support Email or online ticketing
Support response times 1 hour
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 None or don’t know
How the web chat support is accessible N/A
Web chat accessibility testing None
Onsite support No
Support levels FireText provide web chat, free phone and email support during normal office hours. Outside of normal office hours, email support is available for technical issues.
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started On-boarding is really simple and straightforward. The FireText® platform is available through your web browser, and setting up an account is completely free of charge. To get started just visitwww.firetext.co.uk/pricing/trial/gcloud and type in your details to create an account. You can upload your contacts immediately using a .csv file or by pasting them into the easy-to-use contact uploader. Once you have SMS credits on your account messages can be sent straight away, or scheduled for a later date.
Payment can be made instantly using a credit card, or by speaking with your account manager, where credits can be added on receipt of a valid purchase order number.
On-boarding support is available through online chat, email and over the telephone during normal office hours.
Service documentation Yes
Documentation formats
  • HTML
  • PDF
End-of-contract data extraction Data can be downloaded as a csv file, including sent messages, received messages and contacts. Account data can be obfuscated on account closure, upon request.
End-of-contract process Off-boarding is very simple and straightforward, customers can use the platform for as many (or as few) SMS campaigns as required. There are no long term contracts when using the FireText® SMS platform. Off-boarding support is available through online chat, email and over the telephone during normal office hours.

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 10
  • Internet Explorer 11
  • Firefox
  • Chrome
  • Safari 9+
  • Opera
Application to install No
Designed for use on mobile devices Yes
Differences between the mobile and desktop service Users can send/schedule messages to individuals and existing groups, review messages and campaigns that have been sent as well as delivery and click reports. Users can download data, but cannot upload csv files.
Accessibility standards None or don’t know
Description of accessibility The FireText system has been built to run without the requirement of javascript in a lesser capacity. All images have clear alt tags. Text is used for all buttons and functions, and as such can be manipulated for a variety of cases using popular in-built and add-on browser functionality.
Accessibility testing No formal testing
API Yes
What users can and can't do using the API Customers must already have either a full or trial account with FireText to utilise the API. Customers can send and receive messages via the API, as well as check credit, manage contacts, schedule messages, access message reports, create sub accounts, transfer credit to sub accounts, add message templates, and manage keywords including adding forwarding rules. Authentication is via either username and password or via apiKey. API requests are only supported using TLS 1.2 or above.
API documentation Yes
API documentation formats
  • HTML
  • PDF
  • Other
API sandbox or test environment Yes
Customisation available Yes
Description of customisation FireText account managers can enable features on the web platform upon request. Sub accounts can be enabled, message templates, fixed SMS sender ID, international sending, country specific contact validation, branded url shortener, restriction of data uploads and downloads, sharing of pooled credits between sub accounts, sharing of suppression list with sub accounts.

Scaling

Scaling
Independence of resources HA Load balancers are present at each data centre. From here, it is possible to spread load across multiple servers to deliver services. We operate Ansible playbooks to allow for quick provisioning of additional servers, should our monitoring indicate failures or the need for additional resources.

Analytics

Analytics
Service usage metrics Yes
Metrics types Delivery reports, click reports and credit usage.
Reporting types
  • API access
  • Real-time dashboards
  • 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 Managed by a third party
Penetration testing frequency At least once a year
Penetration testing approach ‘IT Health Check’ performed by a CHECK service provider
Protecting data at rest Physical access control, complying with another standard
Data sanitisation process Yes
Data sanitisation type Deleted data can’t be directly accessed
Equipment disposal approach A third-party destruction service

Data importing and exporting

Data importing and exporting
Data export approach Data can be downloaded as a csv file, including sent messages, received messages and contacts.
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)
  • Other
Other protection between networks Communication between networks can be restricted to a known set of addresses that FireText traffic would originate.
Data protection within supplier network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Other
Other protection within supplier network FireText utilise firewalls and access controls to restrict communications between systems in our network.

Availability and resilience

Availability and resilience
Guaranteed availability FireText will guarantee 98% monthly availability of the Services, between 8:00am and 11:00pm Monday to Sunday. Should the FireText SLA be violated and the customer has made a pre-purchase of SMS credits, the customer can request a refund of any remaining credits (less any administration costs, such as G Cloud management charge fees).
Approach to resilience We operate in multiple geographically separated datacentres with multiple clusters within each datacentre. More information is available on request
Outage reporting FireText use StatusPage for communication during outages. Users can view the StatusPage here: http://status.firetext.co.uk/ and can also subscribe via this page to receive updates via email.

Identity and authentication

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 Users are authenticated through the web platform with a username and password. Through the API authentication can be done with a username and password or an apiKey. Additionally, 2-factor authentication can be enabled.
Access restrictions in management interfaces and support channels FireText management enable access control for all members of staff, and permissions are managed as required. Permissions are managed independently for interfaces as well as support channels.
Access restriction testing frequency At least every 6 months
Management access authentication
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)

Audit information for users

Audit information for users
Access to user activity audit information Users contact the support team to get audit information
How long user audit data is stored for User-defined
Access to supplier activity audit information Users contact the support team to get 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

Standards and certifications
ISO/IEC 27001 certification Yes
Who accredited the ISO/IEC 27001 The British Assessment Bureau
ISO/IEC 27001 accreditation date 08/07/2015
What the ISO/IEC 27001 doesn’t cover It covers everything.
ISO 28000:2007 certification No
CSA STAR certification No
PCI certification No
Other security certifications Yes
Any other security certifications
  • DSP toolkit
  • Cyber Essentials
  • DataSeal

Security governance

Security governance
Named board-level person responsible for service security Yes
Security governance certified Yes
Security governance standards
  • ISO/IEC 27001
  • Other
Other security governance standards DSP Toolkit, Cyber essentials and DataSeal
Information security policies and processes As per our ISMS Manual, the management are committed to defining and establishing our ISMS policy. This includes, but not limited to, defining objectives, the roles and responsibilities, approach to risk assessment, regular audits and continued improvements.

Operational security

Operational security
Configuration and change management standard Supplier-defined controls
Configuration and change management approach FireText adopt a strict version control for all source code and configuration, so we can investigate and rollback deployments as required. Maintenance of physical components is managed by our accredited datacentre provider.
Vulnerability management type Supplier-defined controls
Vulnerability management approach FireText monitor and apply patches and updates when they become available. The infrastructure is designed with security as the priority. Any potential threats are mitigated through the design of the infrastructure, the servers & datacentre configuration, and is re-enforced by external annual penetration testing by an approved 3rd party security company.
Protective monitoring type Supplier-defined controls
Protective monitoring approach Our systems are behind multiple layers of security, we proactively monitor for abnormal activities and investigate any alerts triggered immediately.
Incident management type Supplier-defined controls
Incident management approach Incidents are communicated with all customers. We use an external platform that allows for regular updates to be communicated. This includes, initial report of incident, the investigation into the incident, the status of the incident, right through to resolution. Incidents are followed up by a 'post-mortem' of which details the incident. All of which are communicated instantly via email to subscribed customers.

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

Pricing

Pricing
Price £0.0165 to £0.04 per unit
Discount for educational organisations Yes
Free trial available Yes
Description of free trial Setting up a free trial account online gives access to the full web platform, which can also be accessed via the API. Users receive 10 free trial SMS credits for testing - credits do not expire. Users can send SMS, create groups and upload contacts.
Link to free trial Www.firetext.co.uk/pricing/trial/gcloud

Documents

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