General Questions

What is Safe Online Billing?

Safe Online Billing is a UK-based, family-run provider of telecoms billing solutions specifically designed for telecoms resellers. Our cloud-based platform automates the billing process, from CDR collection to invoice generation and delivery, helping resellers save time, reduce errors, and improve cash flow.

How is Safe Online Billing different from other billing solutions?

Unlike generic billing software or enterprise solutions, our platform is purpose-built for UK telecoms resellers. We focus exclusively on the challenges of telecoms billing, with support for UK carriers, compliance with UK regulations, and features designed for telecoms services. As a small, family-run business, we provide personalised service that larger providers simply can’t match.

What types of telecoms businesses do you serve?

We serve telecoms resellers of all sizes, from startups with just a few customers to larger operators with their own reseller networks. Our tiered packages are designed to scale with your business as it grows.

Is your platform suitable for my business if I’m just starting out?

Absolutely! Our Startup Package is specifically designed for new resellers or dealers looking to begin their own billing. With low monthly costs and no long-term commitment, it provides the essential tools needed to start billing professionally.

Where is my data hosted?

All data is hosted in secure UK data centres with comprehensive backup systems and enterprise-grade security. We never store your data outside the UK, ensuring compliance with data protection regulations.

Features & Capabilities

What types of services can your platform bill?

Our platform can bill for a wide range of telecoms services, including:

Fixed line calls (traditional and VoIP)
Line rentals and features
Mobile calls, texts, and data
Broadband and connectivity services
Hosted telephony services
SIP trunking
Equipment rentals
One-time charges and professional services

What CDR formats do you support?

We support CDRs for all major service types:

Fixed line call records
Mobile voice, SMS, and data usage
Data service usage (broadband and connectivity)
Custom and bespoke formats

If you work with a format we don’t currently support, we can usually add support based on your requirements.

Can I white-label the billing platform?

Yes, all our packages include some level of white-labeling. From our Standard Package upward, you get full white-labeling capabilities, allowing you to add your logo, colours, and branding to invoices, the customer portal, and all customer communications. Your customers will never see our name.

Does your platform include a customer portal?

Yes, all packages include a customer portal where your customers can view and download invoices, check usage information, and make payments. The portal is fully branded with your company identity and can be accessed 24/7.

Can I integrate the platform with my other business systems?

Yes, our Standard Package and above include API access for integration with other systems. This allows you to connect our billing platform with your CRM, accounting software, or other business applications.

Do you support recurring billing?

Yes, our platform fully supports recurring billing for rentals, subscriptions, and service contracts. You can set up flexible billing cycles (monthly, quarterly, annual), automatic prorating for mid-cycle changes, and manage subscription renewals and upgrades.

What is the KPI Resource?

Standard packages and above include our KPI Resource feature, which allows you to visualise key performance indicators with interactive charts and graphs. You can feed these KPIs into your existing dashboards and reporting systems, helping you identify trends and opportunities across your customer base.

Payment Collection

What payment methods can customers use with your platform?

Our payment collection system supports multiple payment methods including credit/debit cards with continuous authorisation, Direct Debit through GoCardless integration, and secure payment links sent via email for one-time payments. Customers can manage their payment methods through a secure, branded portal.

How does automated payment collection work?

When invoices become due, our system automatically collects payment using the customer’s stored payment method, sends confirmation notifications, and reconciles the payment with the invoice. This eliminates manual collection work and improves cash flow by ensuring timely payments.

Is the payment system secure and compliant?

Yes, our payment system is PCI-DSS compliant with tokenisation, ensuring customer payment details never touch your systems. This completely eliminates your PCI compliance burden while maintaining the highest security standards for payment processing.

How can the payment system improve my business cash flow?

Automated payment collection typically reduces days sales outstanding (DSO) by an average of 15 days by collecting payment at invoice due dates rather than waiting for manual payments. This improved cash flow timing can make a significant difference to your business operations and growth capacity.

Can customers update their own payment details?

Yes, customers can securely update their payment details through your branded portal without contacting your team. They can also view their complete payment history, download receipts, access statements, and make one-time payments against outstanding invoices.

Technical Questions

How does CDR processing work?

Our platform can collect CDRs (Call Detail Records) through multiple methods:

SFTP collection: Automated retrieval from carrier SFTP servers
Email processing: Extraction of CDRs from email attachments
API integration: Direct connection to carrier APIs
Manual upload: Drag-and-drop interface for manual files

Once collected, CDRs are normalised, rated according to your pricing tables, and processed for billing. The entire process is automated, eliminating manual handling.

How frequently are CDRs processed?

The frequency of CDR processing depends on your package and your provider’s ability to supply CDRs:

Startup Package: Monthly processing
Standard Package: Weekly processing
Premium Package: Daily processing
Enterprise Package: Real-time processing

Please note that better-than-monthly CDR processing relies on your provider supplying CDRs more frequently. We’ll process CDRs as soon as they become available, according to your package level.

What reporting capabilities does the platform offer?

Our platform includes comprehensive reporting capabilities, including:

Revenue reports by customer, service type, and time period
Usage analysis reports
Margin calculation reports
Customer behaviour insights
Aging and collections reports
Tax and regulatory reports

Premium and Enterprise packages include advanced reporting capabilities with custom report builders and scheduled report delivery.

How secure is my data on your platform?

Security is a top priority. We implement multiple layers of security protection:

Enterprise-grade encryption for data in transit
Comprehensive backup systems with point-in-time recovery
Strict access controls and permission management
UK-based data centres with physical security
GDPR-compliant data handling procedures

What happens if there’s a system outage?

Our platform is built on redundant infrastructure with high availability. In the unlikely event of an outage, we have failover systems and disaster recovery procedures. Our support team is available during business hours to assist with any issues, and we provide status updates during any service interruptions.

Can I export my data if I decide to change providers?

Yes, you maintain full ownership of your data. We provide data export capabilities allowing you to extract your customer information, billing history, and service details in standard formats if you decide to change providers.

Pricing & Packages

What packages do you offer?

We offer various package options:

Startup Package (£25/month): For new resellers with up to 25 customers
Standard Package (£100/month): For established resellers with up to 125 customers
Premium Package (£500/month): For larger resellers with unlimited customers (6-month minimum term)
Enterprise Package (£1500/month): For large operators with reseller channels (12-month minimum term)
Custom Solutions: Tailored packages for unique requirements
Child Accounts: Separate billing platforms for your resellers (available for Premium and Enterprise packages at additional cost)

You can find detailed information on what’s included in each package on our Pricing page.

Are there any setup fees?

No, we don’t charge setup fees for our standard packages. The only costs are the monthly subscription fees.

Do I need to sign a long-term contract?

Our Startup and Standard packages are available on a monthly subscription basis with no long-term commitment required. Premium and Enterprise packages require minimum terms (6 and 12 months respectively) due to the more extensive setup work involved. We’re confident you’ll stay because you love the service, not because you’re locked into a contract.

Can I upgrade or downgrade my package?

Yes, you can change your package as your business needs evolve. Upgrades can be implemented immediately, while downgrades take effect at the end of your current billing cycle.

What happens if I exceed my package limits?

We monitor your usage and will notify you when you approach your package limits (such as number of customers or call volume), giving you time to upgrade if needed. You can purchase additional capacity for specific metrics (revenue, customers, or call volume) with supplementary fees without upgrading your entire package. We don’t automatically charge overage fees.

Implementation & Support

How long does it take to set up the platform?

For most customers, we can have your platform configured and ready to use within 5-7 business days. The exact timeline depends on the complexity of your billing needs and the state of your existing customer data.

Is data migration from my current system included?

Basic data migration is included with all packages. We provide templates and guidance for preparing your data for import. Complex migrations from older systems may require additional support, which we can discuss during your consultation.

What training is provided?

All packages include basic training to get you up and running quickly. Additional training sessions can be arranged based on your needs.We also provide comprehensive documentation in our knowledge base.

What support options are available?

As a family-run business, we provide direct support from our core team during UK business hours (9am-5:30pm, Monday-Friday). Support includes:

Email support for all packages
Phone support for Premium and Enterprise packages
Priority support for Enterprise customers
Emergency support options for critical issues

Can you help with specific billing requirements or customisations?

Yes, we can accommodate a wide range of specific billing requirements within our standard platform. For unique needs, our Custom Solutions option provides tailored solutions including custom features, specialised integrations, and customised workflows.

Do you provide ongoing assistance with billing issues?

Yes, our support team includes telecoms billing experts who can help with specific billing challenges, rate optimisation, and best practices. Premium and Enterprise customers receive proactive account reviews to identify optimisation opportunities.

Remote Hands Service

What is the Remote Hands service?

Remote Hands is our specialist support service where our billing experts handle complex or time-consuming tasks for you. This includes setting up complex tariff structures, creating custom reports, investigating billing discrepancies, and optimising your billing workflows during UK business hours (9am-5:30pm, Monday-Friday).

How is Remote Hands billed?

We offer several flexible options: Pay-As-You-Go at £75/hour with minimum 1-hour billing, a Monthly Retainer at £500/month including 8 hours of support, or Premium Support at £1,250/month with 25 hours of support and faster response times. Unused hours on retainer packages roll over for a limited period.

What types of tasks can Remote Hands help with?

Our Remote Hands specialists can help with complex tariff setup, custom report creation, invoice template customisation, dashboard building, billing discrepancy investigation, data migrations, and system optimisations. If you have a complex billing task that requires specialist knowledge, our team can handle it.

What are the response times for Remote Hands requests?

Response times depend on your package and are calculated during UK business hours: Pay-As-You-Go requests within 48 working hours, Monthly Retainer within 24 working hours, and Premium Support within 8 working hours. All requests submitted outside business hours are processed when business hours resume.

Getting Started

How can I see the platform in action?

We offer live demonstrations of our platform tailored to your specific requirements. Contact us to schedule a demo where we’ll walk you through the features and answer any questions you have.

Is there a trial period available?

While we don’t offer a standard free trial, we can provide limited access to evaluate how the platform works with your specific requirements. For larger businesses considering our Premium or Enterprise packages, we recommend starting with a small segment of your customer base before committing to a full implementation. Contact our sales team to discuss evaluation options.

What information do I need to get started?

To get started quickly, it’s helpful to have:

A list of your customers and their contact information
Your service offerings and pricing structure
Examples of CDRs from your carriers
Any specific billing requirements or workflows

Our team will guide you through the entire setup process, helping you gather and prepare this information.

Getting started is easy. Simply contact us to discuss your requirements. We’ll help you select the right package, gather the necessary information, and guide you through the setup process.

Still Have Questions?

If you didn’t find the answer you’re looking for, please contact us directly. As a family-run business, you’ll speak directly with Paul or Susan who will be happy to address your specific questions about our platform and how it can benefit your business.

Frequently Asked Questions - Safe Online Billing