FireText Communications Limited

FireText UK Secure (Official) NHS SMS Gateway

FireText NHS SMS Gateway: FireText provide a secure, trusted and easy-to-use messaging platform. UK-based cloud platform allowing 2-way SMS. Accredited to ISO27001, Cyber Essentials Plus and NHS DSP Toolkit standards. Platform is penetration tested by a CREST and NCSC CHECK accredited company on an annual basis.

Features

• Integrate with 4000+ other software platforms
• SMS
• RCS
• WhatsApp
• Omnichannel Messaging
• International Messaging
• Advanced Messaging
• Conversational Messaging
• Developer API
• Web platform

Benefits

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

£0.02 to £0.04 an instance

• Education pricing available
• Free trial available

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at gcloud@firetext.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 13

Service ID

294068780696044

Contact

James Huff
0800 038 5522
gcloud@firetext.co.uk

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: AccuRx, APPT Health, eConsult, e-shot, Firefish, Freshdesk, Forfront, influence, integromat, itris, Keap, Livi, Make, Microsoft Power Automate, MJog, Syml Connect, Wellola, Zapier, Zendesk, Zoho
• Cloud deployment model: Community cloud
• Service constraints: International SMS 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 to be successful, and FireText will endeavour to provide the most accurate guidance available. Examples would be some countries require pre-registration of service, and others require all messages to be sent from a local reply number.
• System requirements:
  • Requires internet connection
  • Access to a browser that supports TLS 1.2 or above
  • API requests must be made using TLS 1.2 or above

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: 1 hour during normal office hours, 4 hours outside normal office hours. Normal office hours are Monday to Friday, 0900 to 1700 (excluding bank holidays).
• 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: No
• Support levels: FireText provide free phone and email support during normal office hours. Outside of normal office hours, email support is available for technical issues. All support requests are escalated to the appropriate department internally, at no additional cost.
• Support available to third parties: Yes

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 visit www.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 the support team, where credits can be added on receipt of a valid purchase order number. On-boarding support is available through email or over freephone 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 to the support team.
• 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. Off-boarding is provided at no additional cost.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • 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.
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: The FireText service can be accessed via web platform or API. Users need to have access to the internet to be able to connect, and web pages are also mobile optimised.
• 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:
  • Open API (also known as Swagger)
  • 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

• 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

• Service usage metrics: Yes
• Metrics types: Delivery reports, click reports and credit usage.
• Reporting types:
  • API access
  • Real-time dashboards
  • Reports on request

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: Up to Baseline Personnel Security Standard (BPSS)

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations:
  • United Kingdom
  • European Economic Area (EEA)
• 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 CSA CCM v3.0
  • Physical access control, complying with another standard
  • Encryption of all physical media
• 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 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 protection between buyer and supplier networks:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
• 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

• Guaranteed availability: FireText will guarantee 99.9% monthly availability of the Services 24/7/365. 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

• 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 can be restricted at various levels, including complete or partial restriction.
• 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

• 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

• 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: N/a
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: Yes
• Any other security certifications:
  • NHS DSP Toolkit
  • DataSeal

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: NHS DSP Toolkit, Cyber Essentials, Cyber Essentials Plus 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. Training is provided to all staff when they join, and at least on an annual basis. All staff can report directly to SIRO.

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, and components are tracked using reporting tools such as Runscope and Opsgenie. All changes are assessed for security impact.
• 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. Threats are monitored via information provided by National Cyber Security Centre.
• 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. Users can report incidents through the normal support channels.

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

Social Value

• Fighting climate change:

  Fighting climate change

  FireText have already reached NetZero in accordance with PPN 06/21.; ; FireText enlisted environmental experts at Tevi - led by the University of Exeter - to calculate the carbon emissions we produce as a company, and chose to offset our entire emissions from 2021. We accounted for everything - from the energy our data centres use, to the coffee pods we consume at our green Cornish HQ.; ; FireText have published an Environmental Statement here: https://www.firetext.co.uk/environmental-statement; ; In summary, FireText became a Carbon Neutral Company in 2021, and in 2022 FireText will become a Carbon Negative Company.; ; Our key targets include:; ; - Become carbon negative by offsetting more carbon emissions than the business produces - by 150% by the end of 2022 (offset quarterly in 2022).; - Continue to communicate with key suppliers (e.g. mobile networks & data centres) on ways to keep reducing carbon emissions, and offset the emissions they produce.; - Appointment of a ‘climate champion’, who will regularly touch base with the team to keep us on target, and make sure we’re doing everything we can to make progress - from environmental impact training to regular ‘climate’ catch-ups.; - No printing, unless absolutely necessary.; - Consistent research on opportunities to reduce our carbon emissions - such as the advocacy of ‘green’ energy tariffs in our shared offices.
• Covid-19 recovery:

  Covid-19 recovery

  Help local communities to manage and recover from the impact; ; Leading SMS provider for COVID Communications; ; At the height of the COVID-19 pandemic, FireText led major SMS communications across the UK - from test result communications to nationwide vaccine booster campaigns.; ; Our platform delivered mass messages instantly, helping to keep communities safe through schemes such as test and trace - and providing support for a smoother transition to the ‘new normal’.; ; We offered a free track and trace service to restaurants, bars and cafes across the UK to support the hospitality sector in keeping staff and customers safe.; ; Health and wellbeing measures; ; While homeworking during lockdown periods, we arranged regular activities to boost team morale and mental health - including virtual sessions with a personal trainer. By doing so, we were able to look out for our team while being in a position to support the Government’s COVID communications via SMS.; ; Post-lockdown, we ensured a safe transition to office working with employee-led initiatives including daily testing, social distancing measures, and masks.
• Tackling economic inequality:

  Tackling economic inequality

  As well as creating jobs for local talent, we utilise the services of local businesses where possible.; ; FireText provides each team member with a Personal Development Allowance of 10 days a year. We do this to help each and every person thrive in their chosen subject, so they can keep moving forward in their careers.; ; We offer apprenticeship positions to people in the local area.; ; FireText are proudly an accredited Living Wage employer.; ; We make use of intelligent tech across our supply chain to provide our SMS services. This allows us to deliver a level of service that rates us as the best SMS company in the UK. Our advanced tech solutions have even been the subject of presentations to local business owners, to create next-level strategies.; ; FireText is a member of both the Mobile Ecosystem Forum (MEF) and UK SMS Protection Registry. We are signatories to the MEF Trust in Enterprise Messaging Code of Conduct. This collaboration helps to eradicate unwanted SMS communications for the UK public.; ; Information Security is at the heart of our offering. We are audited to UKAS ISO27001:2017 and certified with Cyber Essentials Plus. We also have external Penetration Testing of our systems by a CREST and NCSC CHECK provider. We audit and review our key suppliers and minimise cyber security risks. As part of this, we share our reliability as a key offering to customers. Our company’s resilience in functionality, cyber security and customer support is promoted by our directors and the whole FireText team to suppliers and customers.; ; Where possible, our directors share business experiences through local invitations to present with other businesses in the community. They were awarded an Education Business Partnership Award for ‘Inspiring Tomorrow’s Workforce’.
• Equal opportunity:

  Equal opportunity

  As an equal opportunities employer, FireText is committed to providing a working environment in which employees are able to realise their full potential and contribute to its business success irrespective of their gender, race, disability, sexual orientation, marital status, part-time status, age, religion or belief.; ; The current FireText employee gender ratio is 50% Female and 50% Male, 25% of FireText employees are 'Non-White', and 25% joined as an apprentice.; ; Our commitment to equal opportunity extends to recruitment, where we will continually take action to ensure any job opportunities are open to all.; ; FireText is committed to ensuring no modern slavery or human trafficking takes place across our business - including our supply chains.; ; Modern Slavery Statement is published on our website - FireText have assessed the risk of Slavery and Human Trafficking in the business and in our ongoing supply chain to be low.
• Wellbeing:

  Wellbeing

  At FireText, we focus on creating a comfortable, happy and open environment for the whole team. We do this in many ways; daily walks, team away day adventures, tasty coffee and even virtual workouts during lockdown.; ; Our mission is to not only support our customers, but to look out for the communities around us. With a keen interest in unlocking opportunities for all, our founders share their own business knowledge:; ; - gave a motivational talk at the Young Enterprise Awards, which celebrates the success of young people and equips them with the work skills, knowledge and confidence they need to thrive.; ; - contributed on a panel with Unlocking Potential that supports ambitious job seekers in Cornwall - providing top tips on interviews and inspiring business insights to help participants achieve their dream job.; ; - provided careers advice and support to school children in locations surrounding our HQ in Cornwall. This included talks to children all about careers and possibilities in Cornwall, as well as larger talks to business studies students about the realities of setting up a business locally.; ; - led a course on ‘how to work remotely’ during lockdown, giving advice to businesses on helpful tools and practices to aid teams when working from home.; ; Our founders have given many talks to local start-ups and enthusiastic graduates alike, equipping them with ambition and encouragement to succeed in business. This has been at a local level at Innovation Centres, as well as at Universities at Falmouth and Southampton.; ; To help our local community amidst the ongoing toll of the pandemic and the rise in energy bill costs, FireText funds a monthly foodbank shop for the local foodbank of our HQ. A member of our team personally delivers packages each month.

Pricing

• Price: £0.02 to £0.04 an instance
• 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 25 free trial SMS credits for testing - trial credits expire after 30 days. Users can send SMS, create groups and upload contacts.
• Link to free trial: Www.firetext.co.uk/pricing/trial/gcloud

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at gcloud@firetext.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.