Frequently Asked Questions (FAQ)

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Call us at 1.866.OPENFAX (1.866.673.6329) or +1.847.221.1979

How does Openfax Work?

Openfax is a Software-as-a-Service (SaaS) provider for electronic messaging services such as fax broadcasting, email marketing and voice messaging. As a customer you can simply provide Openfax with your distribution list of fax numbers, telephone numbers or email addresses, and a message to distribute. Using a secure portal you may submit, control and can view reporting information about your broadcast orders all without any software or hardware.

Are there any commitments I have to make?

There are no commitments. Openfax has a simple customer relationship policy and our services are offered on a Pay-Per-Use basis.  Unlike other providers, Openfax only charges for the successful transmission of fax and voice calls. Our customers have learned that Openfax provides the best service at most industry aggressive prices.

How long does it take to fax a page in a fax broadcast?

Depending on the complexity of your document and number of pages, the actual transmission time may vary.  A one-page fax typically transmits within forty (40) to sixty (60) seconds when the document contains a fair amount of text or page coverage. Openfax offers free test faxing and time testing.  If your account is established on a per-page billing basis your fax page is allowed up to seventy-eight (78) seconds without incurring any additional overage charges.

What if my document takes longer than allowed on a per-page pricing basis?

Openfax's pricing is fair, and generously allows a page to take up to seventy-eight (78) seconds to transmit, before any overage charges are incurred.  Additionally, Openfax calculates your usage and potential overage on a per order basis.  An example would be as follows:

If you sent one (1) page to 100 people you would be allowed 7,800 seconds of usage prior to an overage charge.  This means that every document would have to exceed seventy-eight (78) seconds or the total broadcast would sum to 7,801 seconds of usage or more.  If you did exceed this you would simply be billed for your usage on a per-minute basis, at your per-page rate.

Are there any limits on how many faxes I can send?

There are no limits to the number of faxes you can send.  However, there are Local, State and Federal regulations against Bulk (Junk) faxing.  Though Openfax cannot provide you with legal advice on how to comply with these regulations, Openfax does provide resources to official regulation at www.openfax.com/legal.  Use of the Openfax service is provided with your compliance to the Openfax Terms of Service, for details visit www.openfax.com/tos.

What file formats are required for distribution lists?

Regardless of the deliver medium whether email, fax or voice, Openfax requires your distribution list to be save in a Comma Separated Value (csv) format.  Additional information on exporting distribution lists from common applications such as Microsoft Access®, Microsoft Excel®, Microsoft Access® and others.

What document file formats are supported for faxing?

Whether email, fax or voice, Openfax requires your distribution list to be saved in a Comma Separated Value (CSV) format.  Additional information on exporting distribution lists from common applications such as Microsoft Access®, Microsoft Excel® and others, are supplied www.openfax.com/support.

Do you require advance notice to start a broadcast?

Openfax is an on-demand service so no reservation or advanced notice is required. Openfax enables you to fax when you want or by pre-scheduling orders for automatic processing at a specific date and time.

Can I personalize my message with custom merge fields?

Openfax supports mail merge in both fax and email messaging.  There is no additional charge for merging documents with five (5) or less merge fields.

Do you charge per minute or per page for faxing?

Openfax offers per-page pricing to all North American destinations including Alaska and Hawaii.  International destinations are charged on a per minute basis, unless otherwise quoted. Openfax pricing is fair and generously allows for a page to take up to seventy-eight (78) seconds to transmit before any overage charges are incurred.  Additionally Openfax calculates your usage and potential over as a per order basis.

Do you charge differently depending on the time of day a broadcast is sent?

No. Openfax does not differentiate between peak and off-peak times.  Customers enjoy the same low rate regardless of the time of day you deliver you broadcast.

How do you handle busy fax and voice calls? How many retries does Openfax perform?

Openfax uses a proprietary redial plan to maximize deliverability while not disturbing wrong numbers. Depending on the condition of the initial call Openfax may retry your call up to three (3) times before giving up. Openfax does not charge for any non-complete call.  You will only be charged for usage when your message is delivered via fax or telephone.

Do you accept lists of fax or telephone numbers or email address to exclude?

Openfax allows you to upload exclusion lists at the time of broadcast.  Do Not Fax, Do Not Call and Do Not Email lists should be saved as a Comma-Separated-Value (csv) file format. Openfax recommends that you still maintain your databases properly by removing opt-out requests. From additional support on supported file formats visit the Openfax Support Center at www.openfax.com/support

Does Openfax sell, rent or provide lists or data?

No. Openfax does not sell, rent or provide lists or data for fax or voice calls or email distributions. There are Local, State and Federal regulations against Bulk (Junk) faxing.  Though Openfax cannot provide you with legal advice on your particular compliance, Openfax does provide resources to official regulation at www.openfax.com/legal.  Use of the Openfax service is provided with your compliance to the Openfax Terms of Service, for details visit www.openfax.com/tos.

How do I sign-up?

Opening an account is free, fast and easy. Download and print our application.  Fill out the first page, initial pages two, three and four.  Then fax to Openfax toll-free at 1-866-258-7834.  It generally takes 24 hrs to create an account and provision it for usage after we receive the completed application. You may download a New Account Application at http://www.openfax.com/signup Contact an Openfax Solutions Advocate at 1-866-OPENFAX or +1-847-221-1979 for details.

What forms of payments does Openfax accept?

Openfax accepts American Express, Bank Wire, Check by Fax, Discover, MasterCard, PayPal and Visa. Certain accounts or volume priced accounts may require specific payment methods.  Contact an Openfax Solutions Advocate at 1-866-OPENFAX or +1-847-221-1979 for details.

Can I include images on my fax document?

Yes, you can include images on fax documents.  Openfax recommends using line-art styled graphics.  Photos or images that contain color or gray scaling typically transmit poorly.  Using backgrounds on documents is not recommended since foreground text may become illegible.  You should always perform a free test fax when you have changed the style or design of your document to insure proper transmission prior to broadcasting.

Is there any software required to use Openfax services?

No, Openfax is a Software-as-a-Service (SaaS) provider.  The only software required is an application to create your list and message.  Common applications such as Microsoft Office Professional 2007®, Microsoft Office 2003®, Microsoft Word®, Microsoft Excel®, Microsoft PowerPoint®, Microsoft Publisher® and Adobe PDF® may be used to create your message.  Other applications may be used as well and converted to PDF or HTML for fax or email messaging.

Is it possible to cancel a broadcast order in progress?

Yes, you may cancel a broadcast at any time by calling Openfax Broadcast Support at 1-866-OPENFAX, ext. 2 or +1-847-221-1979, ext. 2, by chatting with us online at www.openfax.com/support or by emailing us at broadcast@openfax.com.  When contacting Openfax via email please include your account number in the subject line of the email.  If you have multiple broadcast orders please reference the request by your provided billing code.

Is my data kept confidential?

Yes, your data is kept in strict confidence and is only accessible by you and authorized Openfax personnel.  Openfax does not rent, sell, provide or distribute you information to anyone unless required to do such by law.

Who has access to my confidential information?

Openfax employs strict data policies, which only allow you and authorized personnel to access your information.  Technologies such as firewalls, database encryption and other safeguards protect your business’ confidential data.  For more information about Safe Data security practices visit www.openfax.com/security

Are there laws against fax broadcasting?

There are Local, State, National and Federal laws that govern fax, email and voice broadcasting services.  Openfax cannot provide you with legal advice. Openfax does however provide resources to official regulation at www.openfax.com/legal.  Use of the Openfax service is provided with your compliance to the Openfax Terms of Service, for details visit www.openfax.comt/tos.

Can I create order using mail merge?

Yes, Openfax supports mail merge in both fax and email messaging.  There is no additional charge for merging documents with five (5) or less merge fields.

Can I conduct test broadcasts?

Yes, Openfax offers a free test broadcast feature that allows you to receive one copy of your fax or email document prior to distributing the actual broadcast.

Are international fax broadcasts possible?

Yes, Openfax does offer delivery for fax and voice calls worldwide. International rates apply and may differ from your North American account rate increment.

How will I know when the fax broadcast is completed?

Openfax offers a complete Call Detail Report (CDR) and summary upon job completion.  Checking the status of an in-progress broadcast may also be viewed in the customer portal as it is being sent.

Does Openfax offer real-time reporting?

Yes, Openfax allows you to check the status of an in-progress broadcast. Statys may be viewed in the customer portal as it is being sent.