Support & Helpdesk

Our team is always ready to helping you. Of course, you can always contact us. You can at all times send email to our support team and they will answer you within 24 hours. Our team is always ready to help you. Of course, you can always contact us. You can at all times send email to our support team and they will answer you within our Help Desk experts are among the best in the business, which means you’ll get the right answers fast. Our support philosophy is to provide a quick, accurate response to all technical questions, and we pledge that one of our Help Desk representatives will contact you within one business day.

If you have a question about our TRE-SMS system, you will find it here.

What if I need more pages? What is the cost?

If your choice was with CMS then you have unlimited pages to add to your webstie. You may add additional pages at any time during and or after the design process is complete. Our design team is here to build you a website to fit your exact needs and specifications. The cost for extra pages added on to one of our designs is €50 per page. If you have an existing website that you are looking to add on to let us know and a dedicated project manager will get in touch with you to determine your specific needs and provide you with a quote.

Do I have to host with you?

No! The Web Design Packages are offered as a stand alone product separate from hosting. Once the design is completed you may take the entire website and upload it to your existing host. Of course, if you do not have a current hosting provider we would be more than happy to discuss some of our great partner hosting company that are tailored to fit your needs!

What kind of guarantee do you offer on the Software/Web Design Order?

We have gathered the best of the best in the world of web design and web programming. We believe your success is our success. We guarantee that your application, software, or your website will be created for you in a timely manner, not only will it be aesthetically pleasing but it will also be very intuitive to use. Our design team will work with you every step of the way to ensure that you are 100% satisfied with every aspect of your software/ website. Only then we proceed with the next step of creating your online presence.

What is your privacy policy?

Privacy and information security remains one of the number one concerns on the Internet today. The Red Elephant has always and will always keep private all of our clients personal information. We will never sell or share your personal information to any Third-Party company without your express consent and knowledge.

Do you offer payment gateway integration on eCommerce websites?

Our eCommerce Mastersite plan comes with everything you need to have a successful and full featured online store. This includes integration of the PayPal payment gateway into your store to process credit card transactions from your customers. The Red Elephant is also able to provide you with a merchant account that can also be integrated for just €19.95 a month (the cost of the merchant account only).

How long does it take for a design to be completed?

All of our plans have a scheduled time for release. These schedules are attainable provided you have all the text, logo’s, and images available when you sign up and respond to our revisions in a timely manner. We take pride in the fact that up until now none of our projects have taken us longer than four weeks to complete, regardless of their complexity.

How do I get listed in Google & other search engines?

One of the many valuable features we offer is search engine submission. If you choose that as one of your package features or an add-on feature then our highly trained team will methodically submit your site content to more than 70 search engines, e.g., Google, Yahoo, MSN Live. This will increase the speed in which your site is indexed by these search engines; which will allow you to begin driving traffic to your site quicker. Please note that the listing can take between one and four weeks and is subject to the rules and regulations of the specific search engine.

Who owns the copyright of the designed site and elements?

Upon completion and final approval for the website design everything is owned by you.

What is the turn around time for any updates?

The turn around time will depend on the amount of changes. After contacting your project manager you will receive a quote on the price and total time they are expected to take. They will ensure that the updates are completed to your exact specifications and are presented back to you in a timely manner.

I like site *****, Can I have similar one?

If you locate a site that you like the look and feel of or one that has a certain feature you would like on your site feel free to mention it to your project manager. The design team will take this into consideration while constructing your website and will attempt to duplicate it while customizing it to make it your own. Our team is very flexible and willing to do whatever it takes to make you a satisfied customer.

After my allotted revisions, how will I continue editing my site in the future?

After you receive your completed web site, IF your website with a CMS then you can online at anytime from anywhere edit it your self very easy! You can use any tool you are comfortable with to make changes. Our designs are compatible with Dreamweaver, Frontpage, NVU, WebEZ and many other web design tools. You can also subscribe to our Website Maintenance Service and let us make the changes for you. The cost of this service is €65,- per hour. You may contact your project manager at any time to utilize this service and you will receive a detailed quote outlining the estimated cost and work to be accomplished.

What after-sale support do you offer?

If at any time you have questions or issues with the functionality of your website feel free to contact our technical support team. They will be more than happy to get you the assistance that you need to ensure that you remain 100% satisfied with your choice to use our software/applications/web design team for your needs. Our technical support staff is available 24 hours a day 7 days a week by e-mail or the ticketing system, or by phone during the working time.

Is the license price of the SMS system should paid every year?

No, the license price paid for the system setup and it’s for five years as it’s in our contract.

The Red Elephant will work through its aggregator to secure operators' permission to allow messages coming from an international SMS gateway in large numbers.

Correct, The Red Elephant has a global infrastructure for A2p, P2p, Premium SMS and Direct Billing.

Each operator shall reserve a block of short code numbers for such a gateway. How will this happen? Are there agreements that are already there?

The Red Elephant will order new short codes at the operator side if necessary. These short codes will be provided by the operators and added in the operator and The Red Elephant systems. After successful tests, the short code will offered to the client application.

How the billing and the clearance will be handled as The Red Elephant (or its representative) shall be collecting the revenues from the operators, reconciling the records with the operator’s records and paying the agreed upon percentages to each TV channel

The billing and the clearance of the end users will be done by the mobile operators, and The Red Elephant will collect the payments at the operators. The payment term divers per operator and country. As well we need to deal with un-billable messages and chargebacks. Which means that end users are claiming their money back, and end users who doesn’t have enough credits/money for the transaction.

How the moderation will be handled in the case of SMS chat?

 The moderation can be done in the SMS chat application and via a live monitor tool, so moderators can check the messages, before forwarding them to the TV/screen

In case of the SMS chat, users like to select nicknames and VIP nicknames, is this handled in The Red Elephant System?

This is possible to develop in the SMS chat application no problem at all.

Each SMS2TV services requires a custom made application, who will develop such applications for the TV Channel?

This will be developed by The Red Elephant development team.