COMMIFY UK LIMITED

Esendex: Customer Service SMS, WhatsApp for Business & RCS

Our high-performing, highly secure, multi-national, multi-channel CPaaS (Communication Platform as a Service) platform already supports significant customer and message scale, global communication capabilities and high volumes of transactional outcomes.

Features

• SMS Outbound and Inbound
• API Integration
• SMS Surveys
• Email 2 SMS
• Mobile Journey
• Chatbots
• Rich Communication Services (RCS)
• WhatsApp For Business
• Outbound Voice
• IVR

Benefits

• Reporting as standard
• Integrations into 3rd party software platforms
• API Platform Redundancy
• Carrier Redundancy Information
• Secure, multi-national, multi-channel CPaaS
• UK Direct Network Connections
• Developer documentation
• Bespoke Services
• Access Controls
• 24/7 monitoring

• 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 charlotte.houghton@esendex.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

726097320887755

Contact

Charlotte Houghton
01159 895145
charlotte.houghton@esendex.com

About your service

• Service categories:

  Applications

  Customer relationship management

  • Marketing campaign management
  • Digital commerce
  • Customer service
  • Contact centre
• Multi cloud support: Yes

Service scope

• Software add-on or extension: No
• Cloud deployment model: Private cloud
• Service constraints: None
• System requirements: Online access required (PC or Laptop)

User support

• Email or online ticketing support: Yes
• Support response times: Immediate acknowledment of request.; Response within 6 hours.; Resolution to Issues within 24 hours, unless 3rd Party issues such as issues with Mobile Network Operator
• 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: Yes, at extra cost
• Support levels: Set-up is completely supported. Esendex Support Teams are available 9 to 5, 5 days a week and we have a 24/7 critical support team available should you require it.
• Support available to third parties: No

Onboarding and offboarding

• Getting started: Full account set up and user manuals provided for self-serve systems and development guidance for fully supported systems.
• Service documentation: No
• End-of-contract data extraction: Not applicable as a 2 year data retention policy in place on an individual basis.
• End-of-contract process: From the agreed data retention policy data is automatically deleted after an agreed period. Once the contract expires this process automatically takes at no extra cost.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
  • Other
• Application to install: No
• Designed for use on mobile devices: No
• Service interface: No
• User support accessibility: None or don’t know
• API: Yes
• What users can and can't do using the API: API connectivity information is open source and freely available from Esendex,; Our SMS API benefits:; • Extremely easy to use, straight-forward and hassle-free integration set up; • All major development environments are supported, such as PHP, Java, C# and more; • Free sample code, documentation and plenty of hints and tips; • Track your SMS with push notifications; • Set an originator on your messages for no extra charge
• API documentation: Yes
• API documentation formats: HTML
• API sandbox or test environment: Yes
• Customisation available: No

Scaling

• Independence of resources: Esendex' messaging platform is hosted on a dedicated server within a secure data facility. Built-in redundancy for each element, including our network connections, ensures that the Company can maintain service even under extreme conditions. The platform and all associated data is continually backed-up to an alternative server infrastructure within secure facilities.

Analytics

• Service usage metrics: No

Resellers

• Supplier type: Not a reseller

Staff security

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

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 4.0)
• Penetration testing frequency: At least every 6 months
• Penetration testing approach: In-house
• Protecting data at rest:
  • Physical access control, complying with CSA CCM v4.0
  • Encryption of all physical media
• Data sanitisation process: Yes
• Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v4.0, CAS (Sanitisation) or ISO/IEC 27001
• Data sanitisation type: Deleted data can’t be directly accessed / Cryptographic Erasure

Data importing and exporting

• Data export approach: Each customer has access to their own secure web-based access portal to export all data.
• Data export formats:
  • CSV
  • Other
• Other data export formats: Excel
• Data import formats:
  • CSV
  • Other
• Other data import formats: CSV

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • TLS (version 1.2 or above)
  • Legacy SSL and TLS (under version 1.2)
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • Legacy SSL and TLS (under version 1.2)

Availability and resilience

• Guaranteed availability: The SLA is to process 90% of our messages within 5 seconds and 95% of our messages within 20 seconds
• Approach to resilience: Esendex has multiple data centre sites which are equipped with identical hardware and connected via a resilient link to allow data replication to take place. In the event of DR (Disaster Recovery) being invoked the Company can switch to using its backup site to maintain service.
• Outage reporting: A public dashboard; an API; email alerts

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • Username or password
• Access restrictions in management interfaces and support channels: 2 factor authentication upon initial login. Standard username and password and assigned access rights for individual users.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • Username or password

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 have access to real-time audit information
• How long supplier audit data is stored for: User-defined
• How long system logs are stored for: User-defined

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: Esendex' ISO 27001 information security policies include; a scope statement, the risk assessment, the information security objectives, the Statement of Applicability and the risk treatment plan.; The management framework documentation underpins procedures that implement specific controls.; These procedures are electronic documents that show how Esendex monitors, reviews and continually improves its IMIS information security objectives.
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: All system changes (including all hardware and software changes) are tracked through a comprehensive change management process. This process includes a description of the change, justification for the change and a rollback plan.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: The Operations team receives regular industry updates of actual or potential vulnerabilities for all software used in the provision of the service. Patches are prioritised based on severity, assigned to relevant teams and tracked using change management system.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Esendex continually monitors the performance of our platform with technical team available 24/7 to respond to any issues. Any actual or potential compromises are treated as incidents and managed using the incident management process.
• Incident management type: Supplier-defined controls
• Incident management approach: Esendex have a mature incident management system that has been trained out to all employees.; A copy of the customer facing plan can be made available on request
• Post-quantum cryptography secure: No

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 v4.0)

Public sector networks

• Connection to public sector networks: No

Pricing

• Discount for educational organisations: No
• Free trial available: Yes
• Description of free trial: Account and user set up, free SMS credits for trial period
• Link to free trial: https://www.esendex.co.uk/action/free-trial/

Discount percentage by annual call-off contract value (excluding VAT)

• Less than £250,000: 0%
• Between £250,000 and £500,000: 0%
• Between £500,001 and £1,000,000: 0%
• Between £1,000,001 and £2,500,000: 0%
• Between £2,500,001 and £5,000,000: 0%
• Over £5,000,001: 0%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: LRQA
• ISO/IEC 27001 accreditation date: Wednesday 12 November 2025
• What the ISO/IEC 27001 doesn’t cover: N/A
• ISO 28000:2022 certification: No
• ISO 9001 certification: No
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: 5593b724-a5c4-4967-aa18-92ac28ea24e7
• Cyber essentials plus: No
• Cyber Essentials Alternative: You do not have a current and valid Cyber Essentials Plus certificate, or will not have in place within 12 months of the date of award but have an IASME certified equivalent.
• Other security certifications: No

Social value

• Section B - Commitment for Future: Delivery:

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 1: Fair work: That offers fair wages and good working conditions. Help people get a job, stay in work, and progress in their careers, with good employment opportunities across the country. Notes: Where there is a large proportion of labour costs in the contract, commercial teams should consider MAC in Outcome 1 as a priority

    • New or retained jobs on the contract workforce in the relevant area that meet the criteria set out in MAC 1b, 1c and 1d
    • Providing opportunities for, and measuring and monitoring of, staff workforce conditions over time, including employee engagement, involvement in decision-making and satisfaction and adapting to any changes in the results, with clear processes for acting on issues identified
    • Plans to engage the contract workforce in deciding the most important workplace issues to address
    • Ensuring new workers are informed of their right to join a trade union
    • Monitoring of employee engagement rates (by protected characteristic) and, where necessary, the development of actions to ensure all voices are heard across the diversity of the workforce
    • Employment contracts that reflect actual hours worked; steps taken to ensure employees understand their contracts and have the ability to review and adjust them if actual hours regularly exceed contracted hours
    • Activities that support an environment where staff are educated about, and feel empowered to, address their physical wellbeing
    • Activities that support an environment where staff are educated about and feel empowered to report and address bullying and harassment
    • Payment of more than the National Minimum Wage or National Living Wage (as appropriate) to the contract workforce
    • Entitlement to sick pay for the contract workforce, with provision in place for any staff who do not meet the earnings threshold for statutory sick pay, payment of sick pay from day one of absence and payment of staff on the contract workforce who are off sick a replacement income of 100% of their usual earnings for as long as possible
    • Measures to support in-work progression to help people in the contract workforce, to move into higher paid work by developing new skills relevant to the contract
    • Support for the contract workforce by providing career advice, and providing opportunities for staff working on the contract with in-work progression career development into known skills shortages or high growth areas
    • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications
    • Volunteering opportunities for staff
    • Understanding of the modern slavery risks and issues affecting the market, industry, sector or country (of origin or of source) relevant to the contract, and the workforce in the supplier’s own organisation and those of its key subcontractors
    • Measures to identify, mitigate and manage modern slavery risks relating to the contract and how these will be implemented
    • Outline policies and practices to be applied to or put in place for the contract to mitigate and manage modern slavery risks, including: Pre-employment checks, recruitment practices. Workplace conditions, safeguarding plans and processes in place and regular monitoring with relevant groups considered, which may include sampling

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 charlotte.houghton@esendex.com. Tell them what format you need. It will help if you say what assistive technology you use.