Support details

Information on the support available from Melrose Labs

Support covering your use of the SSG platform is provided by email, telephone and chat. We aim to respond within 4-hours of receipt for non-critical issues and within 30-minutes of receipt for critical issues.

We will act on valid support requests submitted by customers during normal UK office hours within 60 minutes of receiving such requests. Support requests submitted by the customer outside of normal UK office hours will be acted on as through they had been received at 0900 UK local time on the next working day.

The SSG platform is monitored 24x7 and we will respond to critical issues at any time when they are identified by our monitoring. Incoming support emails are also monitored outside of normal support hours.

Our standard support service included as part of the SSG Contract is to help you make use of your SSG instance and the proper operation of the overall SSG platform. Our standard support service does not include us configuring or otherwise operating your SSG instance.

Support services beyond our standard support service can be arranged and additional charges apply (see SMPP SMS Gateway - Professional Services).


Support via email is provided Monday to Friday during core support hours of 0900 - 1700 UK local time (UTC / BST).

Contact: [email protected]


Support via telephone is provided Monday to Friday during core support hours of 0900 - 1700 UK local time (UTC / BST).

Contact: +44 131 510 7827 option 2 (Support)

Use of support

Examples of how to use support (non-exhaustive):

  • Find out more about how to accomplish a specific task using the SSG
  • Find out more about a feature
  • Set-up Billing of your customers
  • Configure daily/weekly/monthly reports to be delivered by email
  • Configure Data topics
  • Request a new feature or enhancement

SMPP SMS Gateway - Extended Support Hours

Extended Support Hours can be arranged and are in addition to the SMPP SMS Gateway service provided under the SSG Contract. All times specified are UK local time. Contact [email protected] to add to your SSG account.

Support LevelCharge (monthly)Monday - FridaySaturday, Sunday
Standard (8x5)Included in SSG Contract0900-1700-
Level 0 (8x7)EUR 1750900-17000900-1700
Level 1 (10x5)EUR 1500800-1800-
Level 2 (12x5)EUR 2500800-2000-
Level 3 (12x7)EUR 5000800-20000800-2000
Level 5 (24x7)Contact Sales24 hrs24 hrs

Extended Support Hours apply to whole calendar months and is charged on 1st of the month to which the service applies. Upgrades may occur at any time. Downgrades take effect at the start of the next calendar month. Cancellation requires notice of a minimum of one (1) calendar day prior to the start of the next calendar month.

SMPP SMS Gateway - Professional Services

SSG Professional Services can be arranged and are in addition to the SMPP SMS Gateway services provided under the SSG Contract. The additional services are available in two levels: Basic (GBP 1500 per month) or Advanced (GBP 2500 per month).

Normal hours for delivery of these services are 0800 - 1800 UK local time. Extended hours (covering critical issues and scheduled sessions) are 0600 - 2200 UK local time.

Basic level

  • Supplier initial connection set-up.
  • Troubleshoot supplier SMPP connection issue.
  • Reconfigure supplier connection.
  • Customer initial connection set-up.
  • Second line customer support.
  • Initial routing set-up.
  • Reconfigure routing.
  • Troubleshoot routing MO/MT.

Advanced Level

As “Basic” level, plus:

  • Supplier cost processing.
  • SMSC connection status alarm handling and liaison with suppliers.
  • Managing routing of messages based on supplier costs, coverage and quality.

First line customer support remains the responsibility of the SSG customer for both Basic and Advanced levels.

To receive a proposal for either of these additional support services, please contact [email protected].