Britannic Technologies

Mitel Hosted IP Telephony, Unified Comms and Contact Centre

Make your customer communications fast, simple and personal. Mitel solutions enable you to create omnichannel & personalised experiences, collaborative customer service across single or multi-site organisations and facilitates for a range of complimentary integrations that add even more value to your business. Each bespoke build is tailored to your business.

Features

  • Delivered from UK Data Centres - world class solution
  • Choice of licenses from telephony to UC and contact centre
  • Instant Messaging, peer to peer high definition video and recording
  • Integration with MS SfB and other technologies / applications
  • Scalable, flexible and resilient private cloud solution, SIP
  • Fully managed Enterprise grade infrastructure to support Mitel UC services
  • Full dual data centre supported with 99.999% availability
  • Range of handsets / endpoints - softphones and hardphones
  • Market leading solution as recognised by Gartner
  • Fully proactively managed with 24/7 support

Benefits

  • Low upfront costs & TCO
  • Fully managed, scalable & flexible enterprise grade platform
  • Reduces customer IT team requirements
  • Allows simple migration from on-premises to hosted UC
  • Retain existing Mitel investment with move to cloud support
  • Enables BCP and flexible working
  • Reliable Solution with 24/7 support available
  • Reduce costs, SIP, centralised licensing and reduced management overhead
  • Increase productivity with collaboration and flexible /mobile working
  • Add contact centre for improved customer service experience

Pricing

£3.35 per unit per month

Service documents

G-Cloud 11

116532267739703

Britannic Technologies

Jonathan Sharp

01483242554

jsharp@btlnet.co.uk

Service scope

Service scope
Software add-on or extension No
Cloud deployment model
  • Private cloud
  • Hybrid cloud
Service constraints N/A
System requirements None. Fully managed solution

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Within 1 hours
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 Web chat
Web chat support availability 9 to 5 (UK time), Monday to Friday
Web chat support accessibility standard None or don’t know
How the web chat support is accessible Via Britannic's website
Web chat accessibility testing N/A
Onsite support Yes, at extra cost
Support levels Standard support is included in the monthly service charge

A named account manager is made available to all customers
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started User documentation
Service documentation Yes
Documentation formats PDF
End-of-contract data extraction This is requested and the data will be extracted / deleted when the contact ends.
End-of-contract process At the end of the contract the customer can continue to use the service (contract extension) or terminate use accordingly. There are no financial penalties or costs to terminate contract at end of agreed term or extend beyond initial term, commencing a new term, which triggers monthly service charge and transactions charges accordingly.

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 9
  • Internet Explorer 10
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
  • Opera
Application to install No
Designed for use on mobile devices Yes
Differences between the mobile and desktop service N/A
Accessibility standards None or don’t know
Description of accessibility N/A
Accessibility testing N/A
API Yes
What users can and can't do using the API There is a REST API tool kit that customers may use to embed controls and functionality into their applications and web services.
API documentation Yes
API documentation formats
  • Open API (also known as Swagger)
  • PDF
API sandbox or test environment No
Customisation available Yes
Description of customisation We deliver a private cloud instance of the Mitel technology and work with customers to deploy standard user templates and customisation as required. This can be on call flows, group policies, user profiles, display and functionality. We review what is required with customers prior to implementation and support as appropriate. The can be provided to customers administrators, team leaders and users based upon user rights / policies, as agreed.

Scaling

Scaling
Independence of resources We use elastic scaling to not impact upon demand of the service.

Analytics

Analytics
Service usage metrics Yes
Metrics types We provide a wide range of metrics.
Including service performance against SLA, uptime, capacity planning and management, ticket management performance and system utilisation.
Reporting types
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

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

Staff security

Staff security
Staff security clearance Other security clearance
Government security clearance Up to Security Clearance (SC)

Asset protection

Asset protection
Knowledge of data storage and processing locations Yes
Data storage and processing locations EU-US Privacy Shield agreement locations
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 every 6 months
Penetration testing approach ‘IT Health Check’ performed by a CHECK service provider
Protecting data at rest Physical access control, complying with CSA CCM v3.0
Data sanitisation process Yes
Data sanitisation type Deleted data can’t be directly accessed
Equipment disposal approach In-house destruction process

Data importing and exporting

Data importing and exporting
Data export approach Csv
Data export formats CSV
Data import formats CSV

Data-in-transit protection

Data-in-transit protection
Data protection between buyer and supplier networks TLS (version 1.2 or above)
Data protection within supplier network TLS (version 1.2 or above)

Availability and resilience

Availability and resilience
Guaranteed availability 99.999% uptime SLA
Service credits are provided to the value of 3.5% of the monthly service charge should this SLA not be met, per day up to a maximum of 100% of the monthly service charge for each month impacted. The service credits will be refunded to the customers account and notification provided.
Approach to resilience We have inter and intra DC resilience All components are tested and actively monitored All solutions delivered to customers are tested against BCP's and annual rehearsals are undertaken.
Outage reporting We use a proactive monitoring service - 24x7 which generates SMS and email alerts. Which can be shared with customers, as required. We also have a live dashboard view which can be extended to customers, as required.

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication Username or password
Access restrictions in management interfaces and support channels Management interfaces are securely accessed via password control aligned to user profiles and privileges. Access to support channels is restricted to agreed named contacts within our customers - which are recorded on our CRM system - to ensure they have the authority to contact us for support and corresponding management control.
Access restriction testing frequency At least once a year
Management access authentication Username or password

Audit information for users

Audit information for users
Access to user activity audit information Users have access to real-time audit information
How long user audit data is stored for At least 12 months
Access to supplier activity audit information Users have access to real-time audit information
How long supplier audit data is stored for At least 12 months
How long system logs are stored for At least 12 months

Standards and certifications

Standards and certifications
ISO/IEC 27001 certification Yes
Who accredited the ISO/IEC 27001 BSI
ISO/IEC 27001 accreditation date 08/04/2014
What the ISO/IEC 27001 doesn’t cover Third party suppliers who do not directly impact the BTL Information Security
ISO 28000:2007 certification No
CSA STAR certification No
PCI certification No
Other security certifications No

Security governance

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 Britannic Technologies Information Security is supported by ISMS framework of approved, communicated and published policies and procedures that includes all legal, physical and technical controls. BTL Information Security Policy as well as all other ISMS policies and procedures apply to all Britannic employees, while 3rd party management is governed by BTL 3rd Party Information Security Compliance Policy and annual suppliers reviews. Our management processes have been aligned to ISO/IEC 27001 and include (but are not limited to): Network Management, IT, Operations Security, Projects, Access Control, Suppliers Management, Asset Management, Human Resources Security. Due to evolving nature of information security, all BTL management processes are frequently reviewed to ensure Britannic Technologies remains in compliance with relevant legal and regulatory requirements of ISO/IEC 27001 and guidelines of ISO/IEC 27002. All ISMS Policies and Procedures have been approved by BTL Managing Director and Information Security Management Forum, made up of members of the Senior Management Team. BTL Information Security Management Forum carries an annual review of Information Security Policies and Procedures which can be also reviewed at other times as dictated by operational needs.

Operational security

Operational security
Configuration and change management standard Supplier-defined controls
Configuration and change management approach Any change requests are recorded through the service desk, logged and tracked - time bound. We then review change requests through our change management process. These are reviewed for a range of aspects, including potential security impact. All changes are recorded.
Vulnerability management type Supplier-defined controls
Vulnerability management approach We have implemented vulnerability management process fully compliant with ISO 27001:2013.
In order to identify potential threats we have:
- compiled an inventory of assets connected to our network
- identified critical systems and at-risk systems
- established timely and scheduled patch management process
- established a process ensuring programs and apps run the latest software versions
- established remediation timelines
We review and classify all vulnerabilities and associated threats on a regular basis as well as rate risks according to our stated risk categorisation and assign a remediation timeline to each risk.
We conduct a regular vulnerability testing/scanning process.
Protective monitoring type Supplier-defined controls
Protective monitoring approach Britannic Technologies have implemented protective monitoring as a part of our risk management strategy. We collect and analyse log and event data which allows us to detect and promptly alert on operational and security issues related to a wide range of compliance and risk concerns. As a result we obtain information required to allow us to respond to incidents in a timely manner and to establish sufficient internal security controls for ongoing compliance with ISO 27001:2013 requirements.
Incident management type Supplier-defined controls
Incident management approach We have pre-defined processes for common events. Users can log tickets by phone, email or web portal. Tickets are timed from the point of being logged to closure. Each ticket type (Minor, Major & Critical) has an SLA, we monitor ticket closure & escalation processes. We have set up automated escalation at set times depending upon each type of ticket. We provide incident reports / RFO's as applicable.

Secure development

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

Public sector networks
Connection to public sector networks No

Pricing

Pricing
Price £3.35 per unit per month
Discount for educational organisations No
Free trial available No

Service documents

pdf document: Pricing document pdf document: Terms and conditions
Service documents
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