How does SMSGlobal deliver my SMS?
We have a number of different methods we can accept SMS from our customers. In all cases once we receive the SMS we pass it to our Supplier network using an industry
protocol known as SMPP ( Short Messaging Pier Protocol) . It is the responsibility of the suppliers from this point to ensure the SMS is received on the end-user’s handset.
You are not required to bundle our services with any other service
Service Standards
Network Coverage
We will always ensure to be looking for new routes across the globe. However you should still check our coverage suits your needs by visiting smsglobal.com/coverage or if you still can’t see the country you are looking for, don’t worry, this might just mean are evaluating new suppliers. Please contact our account managers on 1300 883 400 for further details.
Message Delays
We constantly monitor our connections to the supplier network and are wholly responsible for the efficiency of our systems once they receive a message from you. Once an SMS is passed to the supplier network successfully it is the responsibility of the network to ensure timely delivery.
If you find there is an unreasonable delay delivering your SMS we are able to escalate this issue to the relevant supplier.
Please call our Support team on 1300 883 400.
Dedicated Longcodes and Shortcodes.
SMSGlobal offer all of our customers a range of leasable phone numbers. These numbers are subject to availability of the relevant operator network and are solely maintained by this operator.
Your SMSGlobal service includes:
•Access to our online web messaging platform. (MXT)
•Access to all of our API’s
•24/7 Email and Phone Support
•The ability to send SMS and MMS.
•Access to all our consultant and development.
Short Message Service (SMS)
Most mobile phones can send and receive SMS text messages. We'll take reasonable steps to deliver any text messages sent from your account. Sometimes technical, network or other difficulties may stop a message from being delivered, despite our best efforts. However, you must pay for every text message sent from your account that we successfully pass to the supplier network, whether it’s delivered or not.
Multimedia Messaging Service (MMS)
MMS lets you send your own pictures, photos, videos, audio clips and voice recordings from your account to a MMS compatible mobile phone.
You’re responsible for any MMS content you send. We don’t guarantee delivery or the image quality of your media messages and we’re not responsible for any loss or damage suffered because of failed delivery or poor image quality.
2-Way SMS
We are responsible for ensuring when a customer responds to your SMS we are able to route that SMS to your account. In some cases we may need to manually associate some SMS and if you believe you are not receiving SMS please contact us on 1300 883 400.
Bulk SMS via API
We offer a number of APIs (REST, HTTP, SMPP, SOAP) which allow a user to send SMS from their own platform.
Please be aware you are wholly responsible for charges incurred by any faults with platforms owned within your environment.
Incoming Keywords
As a key feature of Campaigns and Dedicated Numbers we offer the ability to set keywords that will trigger actions. These can include the sending of additional chargeable SMS.
Minimum terms.
There is no minimum commitment on our basic plan for prepaid customers. Post-paid customers have a minimum term of 12 months.
Important conditions
This service may not be able to deliver to certain locations. Please go to our website www.
smsglobal.com/coverage/ if we can deliver to the areas you need.
Your SMS prepaid balance will expire if unused within 12 months.
Information about Pricing
We offer a number of subscription plans for both prepaid and postpaid customers to suit
fee, rate per country and charges associated with extra features. Some are only available to certain customers.
Our Pricing Estimator** is the best guide on our current SMS rates.
For information about these charges please visit our website smsglobal.com/pricing
(Pre-Paid) or contact your account manager (Post Paid)
** Pricing Estimator is valid as of the time of estimation. Prices are subject to change and we would always advise you look at the current price per sms before sending.
Other Information
Usage information
You can monitor your usage within your web platform located at www.smsglobal.com.
How to Contact Us
If you have any questions or concerns about this policy or our practices you can get in touch with us in the following ways:
Email: support@smsglobal.com
Address: SMSGlobal, 96-98 Market Street, South Melbourne, VIC 3205
Please note our full Complaints Handling Policy can be found on our website.
Telecommunications Industry Ombudsman
We encourage you to always contact us first if you experience any problem or are unhappy. We will do our best to solve your problem during our first contact.
You can contact the TIO as follows:
•Phone: 1 800 062 058
•Fax: 1 800 630 614