Frequently Asked Questions - Safe Online Billing

While we don't offer a standard free trial, we can provide limited access so you can evaluate the platform with your specific needs. For larger businesses considering Premium or Enterprise, we suggest starting with a small segment of your customer base first. Contact us to discuss options.

It helps to have: a list of your customers and their contact details, your service offerings and pricing, examples of CDRs from your carriers, and any specific billing requirements. We'll guide you through the entire setup process.

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.

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

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

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

We support CDRs for all major service types: fixed line, mobile voice, SMS and data, broadband and connectivity. If you work with a format we don't currently support, we can usually add it based on your requirements.

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

Yes, all packages include a customer portal. Your customers can view and download invoices, check usage, and make payments. It's fully branded with your identity and available 24/7.

Yes, Standard and above include API access. Connect our platform with your CRM, accounting software, or other business applications.

Yes, we fully support recurring billing for rentals, subscriptions, and contracts. Set up flexible billing cycles (monthly, quarterly, annual), automatic prorating for mid-cycle changes, and manage subscription renewals.

Standard packages and above include KPI Resource: interactive charts and graphs showing key performance indicators. Feed these into your dashboards and reporting systems to spot trends across your customer base.

We support credit/debit cards with continuous authorisation, Direct Debit through GoCardless, and secure payment links for one-time payments. Customers can manage their payment methods through a secure, branded portal.

When invoices become due, we automatically collect payment using the customer's stored method, send confirmation, and match the payment to the invoice. This cuts manual work and improves cash flow.

Yes, our payment system is PCI-DSS compliant with tokenisation. Customer payment details never touch your systems, completely removing your PCI compliance burden while maintaining the highest security standards.

Yes, customers can securely update their payment details through your branded portal. They can also view payment history, download receipts, and make one-time payments against outstanding invoices.

Processing frequency depends on your package: Startup (monthly), Standard (weekly), Premium (daily), Enterprise (real-time). Note that better-than-monthly processing relies on your provider supplying CDRs more frequently.

We offer revenue reports by customer, service type, and period, usage analysis, margin calculations, customer behaviour insights, aging and collections reports, and tax reports. Premium and Enterprise include custom report builders and scheduled delivery.

Security is a top priority. We use enterprise-grade encryption for data in transit, comprehensive backups with point-in-time recovery, strict access controls, UK-based data centres with physical security, and GDPR-compliant data handling.

Our platform runs on redundant infrastructure with high availability. In the unlikely event of an outage, we have failover systems and disaster recovery procedures. Our team provides status updates during any interruptions.

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

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

Startup and Standard are monthly with no long-term commitment. Premium and Enterprise require minimum terms (6 and 12 months) due to the more extensive setup work. We're confident you'll stay because you love the service, not because you're locked in.

Yes, you can change your package as your business evolves. Upgrades happen immediately; downgrades take effect at the end of your current billing cycle.

We'll notify you when you approach your limits, giving you time to upgrade if needed. You can also purchase extra capacity without upgrading your entire package. We don't automatically charge overage fees.

As a family-run business, we provide direct support during UK business hours (9am-5:30pm, Monday-Friday). Email support for all packages, phone support for Premium and Enterprise, priority support for Enterprise, and emergency options for critical issues.

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

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

We offer flexible options: Pay-As-You-Go at £75/hour (minimum 1 hour), Monthly Retainer at £500/month (8 hours included), or Premium Support at £1,250/month (25 hours with faster response). Unused retainer hours roll over for a limited period.

Our 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 needs specialist knowledge, we can handle it.

Response times during UK business hours: Pay-As-You-Go within 48 working hours, Monthly Retainer within 24 working hours, Premium Support within 8 working hours. Requests outside business hours are processed when we reopen.