Daisy Corporate Services Trading Limited

Daisy Online UC

Daisy Online UC delivers a cloud-based, enterprise grade, UC service that replaces the need for any customer site PBX equipment and applications whilst providing customers access to the full suite of MITEL features. Services are provided on a PUPM basis, with minimal upfront capital investment or in house skills.

Features

  • Simple web-based tool which allows customers to modify services
  • Full PBX feature set
  • Desktop, web and mobile clients
  • Presence and Chat
  • Softphone
  • Mobile integration
  • Audio & Video conferencing
  • Call recordings are securely stored with easy retrieval and replay
  • Contact Center delivers reporting, voice and multimedia workflow routing, IVR
  • VOIP

Benefits

  • Collaboration is made easy which increases productivity
  • Highly scalable solution to meet needs of businesses
  • Robust UC experience over the users device of choice
  • Integrations with business applications like Microsoft Lync, salesforce.com and Google
  • Delivers cost effective UCC capabilities which increase business productivity
  • Contact Center improves employee productivity and control of operational costs
  • Call Recording helps businesses manage regulatory compliance requirements
  • Call Recording helps provide revenue protection and dispute resolution

Pricing

£3.95 to £750.38 a unit a month

  • Education pricing available

Service documents

Framework

G-Cloud 12

Service ID

1 1 0 9 9 7 5 7 9 8 9 7 0 8 0

Contact

Daisy Corporate Services Trading Limited Andy Riley
Telephone: 07540 203 303
Email: publictenders@daisygroup.com

Service scope

Software add-on or extension
No
Cloud deployment model
Private cloud
Service constraints
Appropriate connectivity from customer site into our Data Centres must be in place. SIP services must be in place which will mean signing an additional order
System requirements
  • LAN with PoE and Class-of-service
  • WAN with Quality-of-service and voice grade bandwidth
  • Specific system requirements for MiVoice Business Consoles
  • Specific system requirements for MiCollab client machines
  • Specific system requirements for Mobile clients softphones

User support

Email or online ticketing support
Email or online ticketing
Support response times
15 mins for priority 1 incidents and 24 hours for service requests
User can manage status and priority of support tickets
Yes
Online ticketing support accessibility
None or don’t know
Phone support
Yes
Phone support availability
24 hours, 7 days a week
Web chat support
No
Onsite support
Yes, at extra cost
Support levels
There are two levels of support available to suit different customer needs : Premium (24/7) and Standard (8-6). In certain scenarios an engineer maybe allocated to a customer account. Our hosted solutions are supported by Tier 3 engineers.
Support available to third parties
Yes

Onboarding and offboarding

Getting started
There are a number of training modules available including, System Administrator, End User Deskphone and Voicemail. End User MiCollab Desk phone, Client, Softphone and Mobile. MiVoice Business Operator Console and MiCollab Operator Console. Navigator Call Recording and Business Analytics Reporting.
Service documentation
Yes
Documentation formats
  • HTML
  • PDF
End-of-contract data extraction
Configuration data can be exported on request by the support team. Analytics and CCM data can be downloaded in the format of a report.
End-of-contract process
A Customer may choose to “off-board” their systems to stop taking Services from Daisy. The Customer must submit a formal request into their account manager (directly or via the Service desk), who will assist in arranging any required off-boarding services and the deletion of Customer data. Once the required works are agreed and the Customer has exported their data, Daisy will shut down and destroy any remaining Virtual Machines. Fees will apply for off-boarding technical work and process management.

Using the service

Web browser interface
Yes
Supported browsers
  • Internet Explorer 11
  • Chrome
Application to install
Yes
Compatible operating systems
  • Android
  • IOS
  • MacOS
  • Windows
Designed for use on mobile devices
Yes
Differences between the mobile and desktop service
Client needs to be installed on mobile phone.
Service interface
Yes
Description of service interface
The administration portal provides customers with access to complete moves, adds and changes. Call group management (create, modify, delete hunt, ring, pickup and ACD groups). Create and modify device key templates and create company-wide system speedcall numbers.
Accessibility standards
None or don’t know
Description of accessibility
TBC
Accessibility testing
None
API
No
Customisation available
No

Scaling

Independence of resources
Capacity management, cpu and memory management, segregated networking devices

Analytics

Service usage metrics
Yes
Metrics types
• CPU
• Disk
• Memory
• Network
• Other
Other metrics
• Voice quality stats
• Alarms
Reporting types
  • Real-time dashboards
  • Reports on request

Resellers

Supplier type
Reseller providing extra features and support
Organisation whose services are being resold
Mitel

Staff security

Staff security clearance
Conforms to BS7858:2012
Government security clearance
Up to Developed Vetting (DV)

Asset protection

Knowledge of data storage and processing locations
Yes
Data storage and processing locations
United Kingdom
User control over data storage and processing locations
No
Datacentre security standards
Complies with a recognised standard (for example CSA CCM version 3.0)
Penetration testing frequency
At least once a year
Penetration testing approach
Another external penetration testing organisation
Protecting data at rest
  • Physical access control, complying with CSA CCM v3.0
  • Physical access control, complying with SSAE-16 / ISAE 3402
Data sanitisation process
No
Equipment disposal approach
Complying with a recognised standard, for example CSA CCM v.30, CAS (Sanitisation) or ISO/IEC 27001

Data importing and exporting

Data export approach
Configuration data can be exported on request by the support team. Analytics and CCM data can be downloaded in the format of a report.
Data export formats
Other
Other data export formats
Same format they were uploaded
Data import formats
ODF

Data-in-transit protection

Data protection between buyer and supplier networks
  • IPsec or TLS VPN gateway
  • Other
Other protection between networks
Each customer, or service is within its own context and so data between networks requires a physical exit point via a layer3 device, i.e. router when controls are not required, i.e. customer WAN to VoIP services, or via firewall when control and policy is required
Data protection within supplier network
  • IPsec or TLS VPN gateway
  • Other
Other protection within supplier network
We operate a MPLS core with each network and customer existing in a dedicated routing instance which keeps traffic separated at layer2 and layer3 protocols.There is no inherit encryption on the network layers so if end to end encryption is required then IPSEC AES256 etc is used.

Availability and resilience

Guaranteed availability
Service Availability is 99.80% for single DC solutions and 99.99% for dual DC solutions
Approach to resilience
Physical host and core network resilience are included as standard and application resiliency is optional. Physical Host: In the event of a disaster situation impacting the physical host that the Virtual Machine is sitting on, Daisy will automatically move the Virtual Machine across to a new host. This may cause interruption to service and may require a reboot of the virtual machine to restore full service. Core Network: Daisy's core network has resilient connectivity to our WAN providers over diverse interconnects which are located in different data centre's. They are set up using eBGP sessions to ensure an automatic failover should a disaster occur. Applications : Application resiliency can be achieved by configuring a second instance of the application in the secondary data center. This purchasable option is currently available for the MiVoice for Business, MBG SIP, MBG Teleworker, MBG SRC and MiCC IVR applications. In a disaster recovery situation if the applications suffer a loss of connectivity they will automatically failover to the second instance. In some scenario's manual intervention maybe required by Daisy to initiate the failover.
Outage reporting
We have monitoring tools in place to monitor the underlying infrastructure. The alerts are sent into the ECB (Event Correlation Bus) and this then enriches and adds context to the alerts and routes them into our ITSM tool. The ITSM tool then automatically generates a ticket and when a ticket is opened this automatically notifies the customer through email. Further options are available where the ECB tool can also alert the customer via email or SMS directly.

Identity and authentication

User authentication needed
Yes
User authentication
Other
Other user authentication
Customers do not have access to the underlying infrastructure. All access is through the Mitel applications
Access restrictions in management interfaces and support channels
No access available other than through Mitel applications
Access restriction testing frequency
Never
Management access authentication
Other
Description of management access authentication
Directly from any device which may also be used for normal business (for example web browsing or viewing external email)

Audit information for users

Access to user activity audit information
No audit information available
Access to supplier activity audit information
No audit information available
How long system logs are stored for
Between 1 month and 6 months

Standards and certifications

ISO/IEC 27001 certification
Yes
Who accredited the ISO/IEC 27001
BSI
ISO/IEC 27001 accreditation date
13/09/2013 original certification
What the ISO/IEC 27001 doesn’t cover
Scope is all Daisy sites and services requiring security certification
ISO 28000:2007 certification
No
CSA STAR certification
No
PCI certification
No
Other security certifications
No

Security governance

Named board-level person responsible for service security
Yes
Security governance certified
Yes
Security governance standards
ISO/IEC 27001
Information security policies and processes
Through the establishment of a comprehensive security framework, Daisy shall demonstrate a commitment to protect all assets that support the delivery of business objectives and address all legal, regulatory and contractual obligations. The following ISO27001 Group clause & objectives are referenced within this document: Clause 5, & Control objectives: A6, A9, A11, A13.2, and A14 Data Protection Policy Site Security Policy CCTV Policy

Operational security

Configuration and change management standard
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Configuration and change management approach
We follow an ITIL - based formal change request process. Customers can raise MAC's using either over the telephone or through the portal. Once raised, these requests are scheduled, managed and executed. We have dedicated change engineers that perform changes where no Project Management or Professional Services are required. If PM or PS is required then this is managed through the appropriate team.
Vulnerability management type
Supplier-defined controls
Vulnerability management approach
Vulnerability scanning is included in the Daisy security framework, to help monitor the effectiveness of existing security controls and identify any weaknesses. The IT security Manager in consultation with Head of Compliance shall coordinate vulnerability scanning activities including: • identifying the scope of testing • monitor manufacturer and vendor sites for information updates regarding vulnerabilities Should the vulnerabilities be assessed as not posing an immediate threat to operations, security patches or code fixes shall be subject to change control requirements ( testing etc.) prior to deployment. Daisy support record activities in a service management ticket for tracking and audit purposes
Protective monitoring type
Undisclosed
Protective monitoring approach
Undisclosed
Incident management type
Conforms to a recognised standard, for example, CSA CCM v3.0 or ISO/IEC 27035:2011 or SSAE-16 / ISAE 3402
Incident management approach
Knowledge based articles and FAQ's are created for support teams for common incidents. This ensures incidents are dealt with as quickly and as efficently as possible. Incidents can be logged via the Portal, email and telephone. Incident reports are generated by Service Management Team. Customer wil have access to incidents via a user portal which will show resolution. Our portal also provides a standard set of reports which customers can use to look at incidents raised.

Secure development

Approach to secure software development best practice
Independent review of processes (for example CESG CPA Build Standard, ISO/IEC 27034, ISO/IEC 27001 or CSA CCM v3.0)

Public sector networks

Connection to public sector networks
No

Pricing

Price
£3.95 to £750.38 a unit a month
Discount for educational organisations
Yes
Free trial available
No

Service documents