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The Lifecycle of a Short Code


MX Telecom is a leading provider of connectivity and billing for SMS text messaging and wireless multimedia solutions. We understand that navigating the mobile landscape can be frustrating without proper guidance, so we’ve outlined each step in our process to ensure that realistic expectations are set. MX Telecom will work with you throughout each step of this process, from inception to reception.

Our People; Your Team MX Telecom provides you with three direct points of contact within our organization to support you. Each has a specific area of expertise, but all are skillfully trained to help you navigate the intricacies of the mobile space. We also provide you with a first-rate technical support team to address all of your technical needs. Business Development Manager – Your initial contact at MX Telecom is a Business Development Manager (BDM). The BDM will be your introduction to MX Telecom, and will consult you on your mobile strategy. If MX Telecom proves to the best fit, the BDM will work with you to complete all contractual documents. Your BDM will remain an ongoing resource for all of your commercial inquiries. Should you wish to take advantage of additional MX Telecom products or services, the BDM will support you in setting up the contractual aspects of those new services. Account Manager – The Account Manager is your primary point of contact at MX Telecom and will remain with you for the duration of our business relationship. Account Managers provide personalized assistance as you work together to launch your service. This coordination ensures that expectations are outlined and met. This intensive attention to program detail results in improved approval times. All MX Telecom Account Managers are specifically trained to provide skilled one-on-one consultation, helping you navigate through each phase in the ‘Lifecycle of a Short Code’ and striving to ensure that your program goes live as expeditiously as possible. Lead Program Coordinator (PC) – You will be assigned a dedicated Program Coordinator, a member of our certifications team, who will be responsible for submitting your program to the carriers. Your PC will monitor your program’s progress with each carrier, throughout the submission process, and notify you of carrier approvals and provisioning. Your PC will work closely with you to test and certify your program, and they will remain your PC for the life of your short code and service(s).

  Confidential © 2009 MX Telecom Inc.

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Lifecycle of a Short Code 

This chart displays the Lifecycle of a Short Code. The various stages highlight the process of setting up a short code; from the initial capture of the idea for a short code to live service and beyond. After initial contact, partners will enter into the Consultation and Contract Phase. Work will then begin on the Program Brief phase. Moving through the Approval and Provisioning, Testing, and Certification cycles must occur before your service can officially begin to operate. Each stage is described in detail below.

  Confidential © 2009 MX Telecom Inc.

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The Lifecycle of a Short code 1. Consultation and Contract Cycle – Consultation starts this first cycle, during which time you will define the objectives of your mobile service with the BDM, to make sure MX Telecom is the right fit for you. The goal of this cycle is to ensure both parties are equally suited to ensure a long-lasting, mutually beneficial partnership. After the consultation is complete, contractual details are then finalized. Content Providers sign the appropriate contracts, depending on which of MX Telecom’s services they wish to utilize, as well as the service level agreement. Upon request, the BDM will provide you with a free test account, which provides you with the ability to familiarize yourself with the operation and function of, and prepare for integration with, our in-house, bespoke technology. Technical integration is essential to ensure the smooth and efficient operation of your short code with us and we recommend that all of our potential partners take advantage of the test account. Technical specifications for the gateway can be found online. For further assistance with technical integration, please contact support@mxtelecom.com.

2. Program Brief Cycle - Preparation of your program brief and website occurs within this cycle. You will work with your Account Manager to create a complete submission package. A complete submission package consists of a leased short code, a compliant program brief, and a compliant website. Short codes must be leased from the CSCA. Please advise us if you have already acquired your short code (or if you are migrating from another aggregator). If you have not secured a short code, we can assist you with leasing one, or we can secure it on your behalf. A program brief is the application that describes all aspects of your mobile service including the user experience (i.e., call to action (CTA), opt-in, opt-out and message flow), technical integration details and how the service will be promoted. The program brief is prepared in conjunction with your Account Manager. A program cannot be submitted to the carriers until the short code has been leased, and both the program brief and website meet MMA and carrier specific regulations. Your Program Coordinator (PC) and Account Manager will work together, prior to submission, to address any minor message flow problems, web site issues, and ambiguity within the service description, all of which could lead to carrier rejection. Once deemed compliant with MMA and carrier-specific regulations, the program brief will be submitted by your PC to all requested carriers for review.

    Confidential © 2009 MX Telecom Inc.

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3. Approval and Provisioning Cycle - This cycle is the first segment of the carrier review process. Carriers will review the program brief and website to confirm that the service is compliant. If compliant, the service will receive commercial approval; which means that the carrier acknowledges that the program meets all commercial requirements. If the application is rejected, the carriers will return the program brief to MX Telecom and the Content Provider for revisions and subsequent resubmission. Upon approval, the service will be technically provisioned, meaning that a connection, enabled on the carrier network, will be formed between the carrier and MX Telecom for your specific short code. Your PC will send you all of the account information for each carrier as well as detailed information about how to move forward in the process. 4. Testing Cycle – Testing of your service’s functionality and compliance will take place during this cycle. Once provisioned, you will need to test all aspects of the service to make sure everything operates correctly. We recommend that you have a means for testing at the carrier level, and suggest ‘Device Anywhere’ which provides access to real handsets, on live worldwide networks, remotely over the Internet. If you are interested in the service, you may sign up here. Please be sure that your service tests as though it is live. Any deviation from the information submitted to the carriers (in your program brief) will result in delays. In order to test handsets on certain carriers, you may be required to submit ‘qualified’ or white-listed numbers to them. Sprint, T-Mobile, and Virgin require white lists for handsets to access non-certified short codes. You must submit Sprint, T-Mobile, and Virgin numbers to your Account Manager to have them added to the white list. Upon your written request (which must include the mobile number tested and proof of successful internal testing), MX Telecom will begin to test the service using in-house mobile handsets. Again, the service must perform exactly as described in the program brief that was submitted to the carriers and test as though it is live. Some carriers require that your short code must be certified within 60 days of provisioning. Failure to do so may result in the de-provisioning of your code on those carriers. De-provisioning means that the connection with the carrier will be severed. In the event that your short code is de-provisioned (for any reason), you will be required to initiate the entire process from the beginning.

  Confidential © 2009 MX Telecom Inc.

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5. Certification Cycle – This cycle represents the final stage in the carrier review process. If everything behaves as expected, you will receive official notification that your service has been certified by the carrier. Certification is the final carrier approval required before a program can accept live traffic. Once your program has been certified your service can begin. 6. Post-production Cycle – All activities that take place after your service has launched fall within this cycle. Post-production encompasses the various activities that take place once your service is live. Carriers revise their guidelines from time to time, and it is your responsibility to make sure all services remain compliant. We distribute our ‘Hot Topics’ newsletter to all our partners, which contains information about carrier updates and other relevant information that may impact your service. Please contact your Account Manager in the event of any substantive changes to the operation of the service, including modification of prices and other alterations. If you plan to make any changes, your Account Manager can assist you in processing a simple amendment. During the course of your program, a carrier may audit your service. You will receive an audit notice from your PC advising you of the audit (or in some cases directly from the carrier). The notice will contain instructions including the corrective activity required. This activity must typically be performed within a defined timeframe to prevent penalties, interruption or de-certification of your program. Your MX Telecom team will maintain an ongoing dialogue with you about the performance of your service, expectations, how you would like your services to evolve, and what other MX Telecom products or services (e.g. MMS, WAP Billing, Voice integration) might enhance your offerings. This may lead back to the ‘Consultation and Contract Cycle’, by way of a new or amended contract and initiate the Lifecycle again.

  Confidential © 2009 MX Telecom Inc.

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Important Contact Information: Although you’re always welcome to call any of the designated contacts that comprise your MX Telecom team, email is often the most efficient way of communicating with us, so please be sure to note the following: 1. Your Account Manager is your primary point of contact within MX Telecom. Please always include your Account Manager when emailing MX Telecom regardless of the reason. Be sure to cc them on all emails to your PC, Support and Accounts teams. This guarantees that they are aware of all issues involving your short code(s), allowing them to provide more effective support. 2. Support@mxtelecom.com is the most efficient way to contact our technical support team. For each support request sent in, a ticket is assigned to one of our many support technicians who will assist with a prompt resolution. When you send an email to support, expect to be contacted soon after submitting your request. You can also contact our support team directly at 1 (800) 717-9364. 3. Certifications@mxtelecom.com is the source of all carrier-centric notices regarding your service(s). Provisioning and certification notices will also originate from this email address. 4. Accounts@mxtelecom.com is the most effective way to contact our Accounts team. The Accounts team is responsible for all invoicing, including revenue share payments for premium codes. Please be sure your email client accepts correspondence from the aforementioned email addresses. It is also critical that you provide MX Telecom with valid email addresses for you and the relevant members of your team. Please keep in mind that important notifications will be sent out based on the contact information that you provide in the Program Brief. It is imperative that these email addresses are valid and that the intended recipients check them on a regular basis. Wireless Solutions for a Wired World Please feel free to contact your Account Manager with any questions or concerns you may have, or for clarification of any of the information found within this guide.

  Confidential © 2009 MX Telecom Inc.

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Lifecycle of a Short Code