Speakserve Limited

Professional Audio, Web and Video Conference Calls from Speakserve

Speakserve is a premium Software-as-a-Service (SAAS) solution delivering high quality audio, web and video conference calls and remote meetings for Government organisations. Our service is designed with robust security options, ease of use and affordability in mind.

We offer highly competitive rates in the UK and internationally from 105+ countries.

Features

  • High Quality HD Audio Conference Calls
  • Online (Web) Screen Share, Video Conferencing and File Sharing
  • Highly Secure, MiFID2 and GDPR compliant
  • Free Call Recording, Audio Replay and Archiving
  • Call Analytics and Transcription
  • Local and Freephone access to 105+ Countries
  • Online Call Management Portal including Outlook Scheduling
  • Dial in or Out to your call Participants
  • Real time and Transparent Billing (inc Project ref codes)
  • 24/7 Technical Support and Dedicated Account Manager

Benefits

  • Get started quickly - no training required
  • Reduce your call costs - avoid premium rate numbers
  • Improve your call experience - HD Audio
  • Connect on any device - no downloads required
  • No hidden call costs or network charges
  • 24/7 support 365 days a year
  • Increase your call security
  • Simple pricing and transparent centralised billing
  • Reduce travel costs and improve productivity
  • Ensure GDPR and MiFID2 compliance

Pricing

£15 to £25 per licence per month

Service documents

G-Cloud 11

118299069887694

Speakserve Limited

Jonathan Grant

0800 980 5155

support@speakserve.com

Service scope

Service scope
Software add-on or extension No
Cloud deployment model Private cloud
Service constraints We have a maximum number of 400 people per call. Please contact us should you require a higher number of participants.
System requirements None

User support

User support
Email or online ticketing support Email or online ticketing
Support response times We provide email support - the support time is 1 hour
User can manage status and priority of support tickets No
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 The user can select a web chat the website and they open a chat box that allows them to communicate with the support person.

The web chat has been designed with accessibility in mind, it is in a contrasting colour, It uses plain language to communicate, follows a linear logical lay out and large clickable actions and boxes. It is also optimised for mobile and can increase and decrease (zoom) without impacting the readability as needed.
Web chat accessibility testing None - tested with Chrome Vox screen reader
Onsite support Onsite support
Support levels Support Levels

24 hour Human Answer
10 minute Response time for any enquiry

Resolution

Priority 3 - 1 hour
Priority 2 - 2 hours
Priority 1 - 48 hours
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started The end user can start using the service immediately. An Administrator might require some initial training on using the portal, analytics, and other features. We provide online introduction and service demonstration sessions as well as product guides to new users upon request. These can be customised to your organisation should you require this.

Ongoing training is available.
Service documentation Yes
Documentation formats
  • HTML
  • ODF
  • PDF
End-of-contract data extraction The user can retain access at no extra cost, or download the information to a local device.
End-of-contract process The only costs are the costs of the service that you have used. There are no additional costs.

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 7
  • Internet Explorer 8
  • Internet Explorer 9
  • Internet Explorer 10
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
Application to install No
Designed for use on mobile devices Yes
Differences between the mobile and desktop service None
Accessibility standards None or don’t know
Description of accessibility All icons have a text description, with a name that describes its purpose. The website can be accessed via any browser. You can also choose to not use the web portal and have a purely managed service that allows the user to dial into the service only.
Accessibility testing None
API Yes
What users can and can't do using the API Yes - our API allows you to connect any other software application to our telephony service, subject to requirements.
API documentation No
API sandbox or test environment Yes
Customisation available Yes
Description of customisation All features are customisable by the end user:

Seperate Instance
Custom Room Types
Custom User Experiences
Integrations
Branding
Portal Features
Security
Billing
Transcription
Scheduling

Scaling

Scaling
Independence of resources We have complete control of our utilisation rates and our network operations team control the load and capacity on the platform.

Analytics

Analytics
Service usage metrics Yes
Metrics types We offer comprehensive analytics on every aspect of our service. This includes:

Call Data (CDR's)
User Data
Access Data
Audio Data
Analytics Data
Billing Data
Permissions Data
Reporting types
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

Resellers
Supplier type Not a reseller

Staff security

Staff security
Staff security clearance Conforms to BS7858:2012
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
  • United Kingdom
  • European Economic Area (EEA)
User control over data storage and processing locations Yes
Datacentre security standards Managed by a third party
Penetration testing frequency At least every 6 months
Penetration testing approach In-house
Protecting data at rest Encryption of all physical media
Data sanitisation process No
Equipment disposal approach In-house destruction process

Data importing and exporting

Data importing and exporting
Data export approach File download - audio files are stored in .wav, data can be downloaded as a CSV file.
Data export formats
  • CSV
  • Other
Other data export formats Wav
Data import formats
  • CSV
  • Other
Other data import formats Excel

Data-in-transit protection

Data-in-transit protection
Data protection between buyer and supplier networks Private network or public sector network
Data protection within supplier network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Legacy SSL and TLS (under version 1.2)

Availability and resilience

Availability and resilience
Guaranteed availability 99.999% availability

If an issue occurs all calls are rerouted to one of our other data centres.
Approach to resilience We operate a multi data centre architecture with resilient global networks and 7 POP's. This is designed to handle our global telecoms traffic, and has been successful for the last 15 years.
Outage reporting Email Alerts
SMS Alerts

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication
  • 2-factor authentication
  • Username or password
Access restrictions in management interfaces and support channels The account administrator has access to all users and account information within their organisation portal. Administrators can manage user base, permissions, user data as well as adds, moves and changes as the organisation demands.
Access restriction testing frequency At least every 6 months
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 User-defined
Access to supplier activity audit information Users have access to real-time audit information
How long supplier audit data is stored for User-defined
How long system logs are stored for User-defined

Standards and certifications

Standards and certifications
ISO/IEC 27001 certification No
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 We have robust internal security processes that are regularly audited.

Operational security

Operational security
Configuration and change management standard Supplier-defined controls
Configuration and change management approach We operate a highly documented change control process that involves multiple sign off and rigorous testing on development platforms.
Vulnerability management type Supplier-defined controls
Vulnerability management approach We run continual traces and PEN tests for our services, reporting by the minute for any vulnerabilities.
Protective monitoring type Supplier-defined controls
Protective monitoring approach We run continual tests for any compromise, we assess criteria to vulnerabilities relevant to information security.

We deal any issues immediately and have a range of solutions available.
Incident management type Supplier-defined controls
Incident management approach Our Personnel have received training in Information Security. We have a high escalation process for incidents,which follow the following process:

1) Event mitigation and Automatic Disaster Recovery
2) Event Identification and Isolation
3) Initial Solution and Escalation
4) Solution Implementation and Testing
5) Final Resolution

Secure development

Secure development
Approach to secure software development best practice Supplier-defined process

Public sector networks

Public sector networks
Connection to public sector networks No

Pricing

Pricing
Price £15 to £25 per licence per month
Discount for educational organisations Yes
Free trial available Yes
Description of free trial - One month free trial
- Unlimited UK local dial-in & dial-out to UK landline and mobile
- Unlimited screen sharing
- Unlimited recordings
- Up to 150 guests per call
- No credit card required

*Dial-out to International access not included, freephone not included
Link to free trial Www.speakserve.com/free-trial

Service documents

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