Frequently asked questions.

SMS

How is my data secured?

At Esendex we pride ourselves on our security and reliability and have taken a number of measures to protect all data to the highest standard.

We are ISO27001 certified – an independent security standard setting a framework for establishing, operating, reviewing and improving Information Security Management. This ensures all customer data is protected to the highest standard, so you can rest assured that all your details are safe with us.

Is Esendex GDPR compliant?

Esendex is already certified to ISO 27001 standards, so to comply with GDPR we improved upon existing processes rather requiring than a full re-design.

The steps we took included conducting a data lifecycle audit, an investigation of the technical and organisational measures we currently take to protect personal data, and deploying “privacy by design” in all of our product development. Find out more about our GDPR compliance.

How much does it cost to send messages outside the UK?

We’re able to provide custom pricing for each international destination, and you benefit from the same guarantees of speed, security and reliable delivery wherever your messages are going. Contact us for a quote.

What support is available?

During office hours we have a dedicated technical support team who are on hand to offer technical assistance or answer any queries you may have completely free of charge! We aim to respond to all support requests within 4 hours. Where 24 hour support is required we do offer this as a chargeable service.

How quickly will my messages be sent?

Very quickly; the Esendex messaging system is monitored both internally and externally and then measured against availability, performance, service incidents and planned maintenance to ensure a consistently excellent performance.

As part of our SLA, we commit to 90% of your messages being processed within 5 seconds and 95% within 20 seconds. Our performance consistently exceeds our service promise, providing you with the best possible service.

Should I provide an opt-out option?

It is good practice to ensure that you are using opted in data when sending marketing messages otherwise you will be spamming your recipients. It is also important for you to provide an easy opt-out solution when sending SMS to contacts.

How much will it cost me to send SMS?

The more you buy the cheaper it gets, it’s as simple as that. Our prices start from as little as 2.3p and we will even throw in a free trial so you can try before you buy…it doesn’t get much better than that!

Will I be tied into a contract?

We give you the flexibility to send messages your way, so whether you’re a frequent sender or new to SMS, there’s an option suit you. We offer the choice of either contract or pay as you go. With a contract you’ll be sending regular volumes and will therefore benefit from our very best price – if you’re unsure of volumes, have a one-off campaign or are just starting out, pay as you go could be the option for you.

How many messages can I send?

You can send as many messages as needed, so no matter how big or small your business is, our system can handle it.

Voice

Do you provide a voice artist?

Yes, to make your voice messages sounds as professional as possible we can provide you with a professional voice artist, at an extra charge.

Typically, how long does it take to set up an IVR?

It varies depending on the complexity – for a standard IVR it can take 2-3 days, but for a more complex IVR it can take up to 2-3 weeks. Get in touch with a member of our sales team to discuss your needs.

How would I begin to set up my IVR?

Initially you would have a call with a member of our account management team to get a better understanding of your needs, then we would arrange an on-site meeting to further shape your IVR based on the needs of your business.

Web

Can you supply a merchant account?

Yes, we can integrate with any payment provider that you would like to use.

Are you PCI compliant?

We pride ourselves on the security of our online payment platform, our PCI DSS compliance is essential for this.