Frequently Asked Questions
Answers to the most common questions we hear from telecoms resellers. If yours is not here, get in touch and we will help.
About Us
Who is Safe Online Billing?
We are a family-run UK business based in the East Midlands. Dr Paul Barrass (Founder and Technical Director) and Susan Barrass (Founder and Client Relations Director) started the company in 2005. We run a cloud billing platform for UK telecoms resellers.
How long have you been in business?
Since 2005. That is over two decades of building and improving telecoms billing software. We have seen the industry change and our platform has evolved with it.
Where is your data hosted?
All data is hosted in the UK. This keeps things simple for GDPR compliance and means your customers' data never leaves the country.
Are you GDPR compliant?
Yes. We take data protection seriously. Your data is stored on UK servers, we have clear retention policies, and we process personal data in line with GDPR requirements.
How do I contact you?
Call us on +44 (0) 333 11 22 500 or email enquiries@safeonlinebilling.com. You can also use our contact form.
Getting Started
How quickly can I get started?
Most customers are up and running within a few days. We set up your account, configure CDR collection from your carriers, and help you load your customer data. More complex setups may take a week or two.
Is there a setup fee?
No. There is no setup fee on any of our standard packages. You pay the monthly price from day one.
Do I need technical knowledge?
No. The platform is designed to be straightforward. We handle the technical side of CDR collection and processing. You just need to manage your customers and tariffs through the web interface.
Can you help me migrate from another platform?
Yes. We have migrated customers from a range of other billing platforms. We handle the data transfer, configuration, and testing. Your billing continues without interruption.
What carriers do you support?
We support over 85 CDR formats from carriers across the UK. Fixed line, mobile, data, and broadband providers. Many formats can be set up by you or our team directly. More complex formats may need custom development.
Can I try before I commit?
Yes. We are happy to let you try the platform yourself. The only restriction is that all invoices carry a SAMPLE watermark. Get in touch and we will set up a demo account for you.
What information do I need to get started?
Your carrier details (so we can set up CDR collection), your customer list, and your tariffs. We will guide you through everything during the onboarding process.
Features
What is CDR processing?
CDR stands for Call Detail Record. Every phone call, data session, or message generates a record. Our platform collects these records from your carriers, converts them into a standard format, and rates them against your tariffs. The result is accurate, billable data. See our CDR Processing page for more detail.
How often are CDRs processed?
It depends on your package. Startup: monthly. Standard: weekly. Premium: daily. Enterprise: real-time. The more frequently records are processed, the sooner you can bill your customers.
What does white-label mean?
White-label means your customers see your brand, not ours. Depending on your package, this covers invoices, emails, the customer portal, and even the portal domain. See our White-Label Billing page for details.
Can I collect payments through the platform?
Yes. From the Standard Package upwards, you can collect payments by Direct Debit and card. Set up mandates, automate collection, and track payment status. See our Payment Collection page.
Do my customers get a portal?
Yes. All packages include a customer portal. Your customers can log in to view their bills, check usage, and download invoices. On higher packages, the portal carries your full branding. See our Customer Portal page.
What recurring charges can I bill?
Any regular charge: line rentals, broadband, hosting, support contracts, licences, or anything else. Set them up once and the platform includes them on every invoice automatically. See our Recurring Billing page.
Do you support Direct Debit?
Yes. GoCardless Direct Debit collection is available from the Standard Package upwards, with automated mandate setup, collection scheduling, and reconciliation. On the Enterprise Package, we can also integrate other payment providers to suit your needs.
Can I create custom invoice templates?
Yes. From the Standard Package upwards, you can customise your invoice templates to match your brand guidelines. Add your logo, colours, and the specific information your customers need.
What reports are available?
The platform includes standard reports for revenue, usage, payments, and customer activity. On Premium and Enterprise packages, we can build custom reports to your specification and schedule them to run automatically.
Can I manage multiple tariffs?
Yes. You can create as many tariffs as you need and assign them to individual customers or groups. Rate calls, data, and other services differently for different customers.
Do you handle VAT?
Yes. The platform calculates VAT at the correct rate and includes it on invoices. It supports different VAT treatments for different service types, including Reverse VAT for resellers, and is compatible with Making Tax Digital.
Technical
Do you have an API?
Yes. Basic API access is included from the Standard Package. Full API access with webhooks is available on Premium and Enterprise. See our API Access page and the API documentation.
How do you collect CDRs from carriers?
We support SFTP, API, email collection, and manual upload. On Standard and above, CDR collection runs automatically once configured. On the Startup Package, you upload your call records through the portal. Manual upload is also available on all packages for those who prefer it.
Is the platform cloud-based?
Yes. The platform runs entirely in the cloud. There is nothing to install. You access it through a web browser from any device.
How secure is my data?
Very. Data is encrypted in transit. We use role-based access control, daily backups, and strict security policies. All data is hosted in UK data centres.
What browsers are supported?
The platform works in all modern browsers: Chrome, Firefox, Safari, and Edge. We recommend keeping your browser up to date for the best experience.
Can I integrate with my accounting software?
Yes. The API allows you to push invoice and payment data to accounting packages like Xero, Sage, and QuickBooks. On Premium and Enterprise packages, we can build custom integrations.
Pricing and Support
What packages are available?
Are there any hidden costs?
No. The monthly price is the monthly price. No setup fees, no per-invoice charges, no surprise extras. You know what you are paying from day one.
Can I upgrade or downgrade my package?
Yes. You can move between packages at any time (subject to minimum terms on Premium and Enterprise). The change is completely seamless. Your data, settings, and customers stay exactly where they are.
Is there a minimum contract term?
Startup and Standard are month-to-month with no minimum term. Premium has a 6-month minimum. Enterprise has a 12-month minimum. After the initial term, they continue on a rolling basis.
What support is included?
Startup and Standard include email support. Premium includes 1 hour of email support per month, with phone support also available. Enterprise includes 2 hours of email support per month, with phone support also available.
What are your support hours?
Our support team is available during UK business hours, Monday to Friday. Enterprise customers have access to extended support hours as part of their package.
How quickly do you respond to support requests?
We aim to respond to all support requests within a few hours. Priority and Enterprise customers are prioritised. Critical issues are addressed immediately.
Do you offer training?
Yes. We provide onboarding training for all new customers. This covers platform navigation, customer setup, tariff configuration, and reporting. Additional training sessions are available on request.
Remote Hands
What is the Remote Hands service?
Remote Hands is our managed service option. We handle day-to-day billing tasks on your behalf: CDR imports, customer setup, tariff changes, invoice runs, and report generation. See our Remote Hands page for details.
How much does Remote Hands cost?
It depends on the level of support you need. We offer it as an add-on to any package. Get in touch and we will put together a quote based on your requirements.
Can I use Remote Hands alongside managing the platform myself?
Yes. Many customers handle routine tasks themselves and use Remote Hands for more complex work like tariff changes, bulk imports, or report building. It is flexible.
Do I lose control of my account with Remote Hands?
Not at all. You have full access to the platform at all times. Remote Hands is an extra pair of hands, not a replacement for your access.
Still have questions?
We are happy to help. Call us on +44 (0) 333 11 22 500 or drop us a message.
Get in Touch