Support.

UK-based. Responsive. Available.

Our UK-based support team is available via phone, email, and emergency escalation. With 24/7 traffic monitoring and comprehensive service level agreements, we ensure your messaging platform is always performing.

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Mon-Fri 9-5:30 30 min P1 response 24/7 monitoring Emergency escalation

Get in Touch

How to reach us.

Phone Support

Call 01142 945 993. Monday to Friday, 9am-5:30pm. Immediate assistance from our UK-based team.

Email Support

hello@faretext.co.uk. Response within 24 hours. For data protection queries: dataprotection@faretext.co.uk.

Emergency Support

Critical issue? Emergency contact details are provided at onboarding. 24/7 coverage for P1 issues with 30-minute response.

Useful Links

Quick access to key resources.

Developer API

API documentation and code examples

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SMS Command Centre

Access your account dashboard

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Oello App

Code-free SMS web application

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Connect

Register for a free account

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Pricing

View SMS pricing and plans

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Fraud Prevention

Learn about our security measures

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SLAs

Our service commitments.

We publish clear service level agreements because we believe in transparency. Our SLAs define response and resolution targets for every priority level, ensuring you always know what to expect.

Priority Definition Response Resolution Target
P1 Critical Complete outage or no delivery 30 mins Temp fix ≤1 hour, fix ≤3 hours
P2 High Partial outage or major feature loss 1 hour ≤4 hours
P3 Medium Non-critical issue 12 hours ≤2 working days
P4 Low General query or minor defect 24 hours ≤4 working days

Support hours: Monday to Friday, 09:00-17:30 UK time, with emergency out-of-hours coverage for P1 issues.

Infrastructure

Built for reliability.

Our platform is engineered for maximum uptime and performance, with multi-site redundancy and direct carrier connections.

Multi-site cloud hosting with failover
Tier 1 direct carrier connections only
API endpoints load-balanced with automated failover
24/7 monitoring: availability, throughput, latency, error rates
Full daily onsite and offsite backups
Established carrier escalation procedures

Escalation

Clear accountability at every level.

Support Desk

First point of contact for all queries

Account Manager

Dedicated relationship management

Technical Lead

Senior technical escalation

IT Director

Director-level oversight

Optional quarterly reviews assess performance, compliance, and future scaling.

FAQS

Support FAQs.

Visit our connect page and complete the short registration form. Choose your preferred connection method — API key, legacy username/password, or code-free web app — and we'll set up your account with free test credits within minutes.
Our UK-based support team is available Monday to Friday, 9am to 5:30pm. For P1 critical issues, emergency out-of-hours support is available via the emergency contact details provided at onboarding.
Emergency contact details for out-of-hours P1 issues are provided during your account onboarding. For P1 critical issues (complete platform outage or no message delivery), our response time is 30 minutes, 24/7.
Log in to your account at faretext-api.co.uk. If you use the Oello code-free application, access it at app.oello.co.uk.
Yes. Full delivery reports are available through both the SMS Command Centre dashboard and via API calls. Reports include message status, delivery timestamps, and recipient details, and can be exported for analysis.
Contact our team on 01142 945 993 or email hello@faretext.co.uk to top up your credits. We offer flexible payment options and volume-based pricing.
Our platform maintains 99.9% uptime, backed by multi-site cloud hosting with automated failover, Tier 1 direct carrier connections, and 24/7 monitoring of availability, throughput, latency, and error rates.
For data protection queries, email dataprotection@faretext.co.uk. We are registered with the ICO (registration number ZA054854) and fully compliant with GDPR and the Data Protection Act 2018.

Send us a message

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