Centerprise International Ltd

Managed Video Conferencing as a Service (VCaaS) - Centerprise

This standards based service allows maximum interoperability with legacy and future VC systems. Users connect to each other, host virtual meeting rooms and are able to share rich content. Users may use VC End Points, desktop or mobile devices to access services from the workplace or when working remotely.

Features

  • Interoperability with all VC manufacturer's hardware
  • Standards-based architecture ensures interoperability with other VC services
  • Highly intuitive user interface (similar to a smartphone)
  • Cloud-based centralised address book available to video end points
  • Software client enables VC access from any end user device
  • Point to point and multi-point calls with content sharing
  • Business class VC offering high availability
  • VC address can be made to match email address
  • UK based Service Desk offering 24x7x365/6 support

Benefits

  • Increases productivity across the business
  • Enables effective and efficient communications with extenal organisations
  • Enables the effective contribution of remote and mobile workers
  • Enables smart collaboration through sharing rich, dynamic content
  • No training burden, which enables rapid deployment and adoption
  • Facilitates compliance with the Goverment's Green Agenda
  • Reuse of legacy hardware enhancing return on investment

Pricing

£29 to £48 per user per month

  • Free trial available

Service documents

G-Cloud 10

122340276719025

Centerprise International Ltd

Tenders Team

01256 378 000

tendersteam@centerprise.co.uk

Service scope

Service scope
Software add-on or extension No
Cloud deployment model Public cloud
Service constraints There are no service constraints with this Service beyond the stated service descriptions. The Service is hosted in dual data centres which provides for a high level of availability and resilience. The investment in dual data centres means that Centerprise can offer a Service that is not subjected to service-affecting maintenance windows or service outages caused through the implementation of service enhancements.
System requirements Customer WAN provision.

User support

User support
Email or online ticketing support Email or online ticketing
Support response times The Service is available for use 24/7 and is supported during the Service Hours of 09:00 – 17:00 Monday to Friday (excluding UK Bank Holidays).

For further information on availability, response times, and severity please refer to our service definition document.
User can manage status and priority of support tickets No
Phone support Yes
Phone support availability 9 to 5 (UK time), Monday to Friday
Web chat support No
Onsite support Yes, at extra cost
Support levels The Service is available for use 24/7 and is supported during the Service Hours of 09:00 – 17:00 Monday to Friday (excluding UK Bank Holidays). The Service Level for Service Availability is 99.99% as a measurement of the total Service Hours. Service Availability is therefore measured by:
SERVICE AVAILABILITY % = ((SERVICE HOURS – SERVICE DOWNTIME) / SERVICE HOURS) X 100.
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started Centerprise will undertake an on-site assessment to determine the site feasibility and to notify the Customer of any remedial work that may be required in order to ensure quality of service. This on- site assessment will be limited to the main business site but additional site surveys may be undertaken as part of the on-boarding charge and provided via our professional services offering provided on a day rate basis in accordance with the SFIA pricing schedule.

The result of the Assessment shall be the production of the following products:
• An outline Implementation Plan for approval by the Customer.
• A Service Description.
• An On-Boarding pack for issue to the Customer.
• Identification of ViP users and a contextual briefing for the Centerprise Service Management Team.
Service documentation Yes
Documentation formats PDF
End-of-contract data extraction No user data is stored. Call usage data can be extracted from the service upon request or via the customer portal.

Off boarding is designed to be simple and agile to allow the Customer to exit services with ease at the end of the contract period.
End-of-contract process Offboarding is designed to simple and easy to achieve. The final service report will indicate the time and date that the service will cease and a final consolidated report will be reduced within 5 working days of that point.

If hardware options were taken then at the end of the contract, we will provide the following options:

- User retains device(s) for future use.
- Devices are collected by Centerprise and managed in accordance with our Asset Disposal and Information Security Alliance (ADISA) accreditation and WEEE certification.

Using the service

Using the service
Web browser interface No
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 The back end service is the same regardless of device but the UI when used on a mobile device is customised to meet the form factor parameters. When used from a mobile device the software client will also allow quality setting to reflect available bandwidth.
Accessibility standards None or don’t know
Description of accessibility Users can utilise accessibility features features present ontheir User Access Device such as:

High contrast settings for visually impaired,
Keyboard modifiers such as sticky keys,
Zoom function for visually impaired.
Accessibility testing Nil
API No
Customisation available Yes
Description of customisation A domain name can be secured and the welcome screen customised for the web based entry into the VMR.

Scaling

Scaling
Independence of resources The service is underpinned by telecoms grade infrastructure which dynamically scales to meet demand.

Subscriptions guarantee port availability proportional to the size of the subscriber base. In addition users may 'burst' capacity without interrupting business and without attracting a charge. Under fair use terms this facility may be removed if bursting becomes routine.

Analytics

Analytics
Service usage metrics Yes
Metrics types The Service Desk undertakes Service Measurement and Reporting (SM&R) activities that monitor and capture supporting data relating to service performance and request fulfilment. The data is collated from the Configuration Management System (CMS) which serves as the repository for all service management information. Reportable data is provided to an allocated Service Delivery Manager who is responsible for analysing it and producing a report that is subsequently distributed to the Customer via email or presented at Service Review Boards, depending on the level of governance in operation. The SM&R product provides a means for the Customer to assess service delivery performance.
Reporting types
  • Regular reports
  • Reports on request

Resellers

Resellers
Supplier type Reseller providing extra features and support
Organisation whose services are being resold UCi2i

Staff security

Staff security
Staff security clearance Other security clearance
Government security clearance Up to Developed Vetting (DV)

Asset protection

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 Managed by a third party
Penetration testing frequency Less than once a year
Penetration testing approach Another external penetration testing organisation
Protecting data at rest Other
Other data at rest protection approach No data at rest is held on devices beyond the management information required to validate the service.

Physical access controls can be configured on the hardware device.
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 importing and exporting
Data export approach Not Applicable
Data export formats Other
Other data export formats N/A
Data import formats Other
Other data import formats N/A

Data-in-transit protection

Data-in-transit protection
Data protection between buyer and supplier networks Legacy SSL and TLS (under version 1.2)
Data protection within supplier network Other
Other protection within supplier network 128bit AES encryption as standard between any endpoint and all VMRs and Centerprise provided software clients

Availability and resilience

Availability and resilience
Guaranteed availability The Service is available for use 24/7 and is supported during the Service Hours of 08:00 – 20:00 Monday to Friday (excluding UK Bank Holidays). The Service Level for Service Availability is 99.99% as a measurement of the total Service Hours. Service Availability is therefore measured by:
SERVICE AVAILABILITY % = ((SERVICE HOURS – SERVICE DOWNTIME) / SERVICE HOURS) X 100.

The response times for service affecting incidents are determined by the severity level of the incident. The table below details the incident severity levels and the corresponding response times.

Severity 1 (High). Service is completely unavailable or there is a critical impact on the Customer’s business operation. Response is within 20 minutes and resolution within 2 hours.

Severity 2 (Medium). The Service is severely degraded or there is a significant impact on the Customer’s business operation. Response within 1 hour and resolution within 4 hours.

Severity 3 (Low). The quality of the Service is degraded and is affecting one or more users. Response within 1 hour, and resolution within 24hrs.

Severity 4 (Service Request). Customer is seeking a change to the Service. Response within 1 hour, resolution determined within 2 working days.
Approach to resilience Available on request
Outage reporting Email alerts are generated to addresses confirmed by the client. In addition, outage warnings and status are available via the service portal.

Identity and authentication

Identity and authentication
User authentication needed No
Access restrictions in management interfaces and support channels All management platforms are segregated physically and separate to production cloud systems. Access is strictly limited, conforming to both best practice and security regulation requirements.
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 Between 1 month and 6 months
Access to supplier activity audit information Users contact the support team to get audit information
How long supplier audit data is stored for Between 1 month and 6 months
How long system logs are stored for Between 1 month and 6 months

Standards and certifications

Standards and certifications
ISO/IEC 27001 certification Yes
Who accredited the ISO/IEC 27001 Alcumus ISOQAR
ISO/IEC 27001 accreditation date 24th June 2008 (re-issued 12th February 2018)
What the ISO/IEC 27001 doesn’t cover N/A - Everything is covered by our ISO 27001 certification
ISO 28000:2007 certification No
CSA STAR certification No
PCI certification Yes
Who accredited the PCI DSS certification SecurityMetrics
PCI DSS accreditation date 10th October 2016
What the PCI DSS doesn’t cover N/A - Everything is covered by our PCI DSS certification
Other security certifications Yes
Any other security certifications Cyber Security Essentials Plus

Security governance

Security governance
Named board-level person responsible for service security Yes
Security governance certified Yes
Security governance standards
  • ISO/IEC 27001
  • Other
Other security governance standards Cyber Security Essentials Plus
Information security policies and processes In-line with the requirements of ISO 27001 and 20000, we've developed policies and procedures to support both standards and comply with the requirements of ISO 9001 e.g, our Information Security Policy includes the following internal policies/procedures:

•IT Security Business Continuity Policy
•Information Security Policy – Suppliers
•CCTV Policy
•CI Forensic Policy
•Corporate Hospitality and Bribery Act
•Access Control Policy
•Policy Against Malicious Code
•Child Protection Policy
•Policy on the Secure Handling, Use, Storage, Retention and Destruction of Disclosure Information
•Clear Desk Policy
•Cryptographic Policy.

The Information Security Policy has been produced and accepted by the Board. The policy is visible to all staff on SharePoint and all staff sign Appendix E of the policy, which is retained in the employee’s HR file. The importance of Information Security and the policy is covered in employee inductions and the Staff handbook.

Security responsibilities are defined within our Information Security policy, which records the following managers:

•Service Delivery Manager (Information Security Manager)
•Security Controller
•Group Quality Manager
•Users – to comply with the IT Security Policy.

Security Responsibilities are defined in the individual’s job description and employment contract.

Operational security

Operational security
Configuration and change management standard Supplier-defined controls
Configuration and change management approach All Change Management procedures are audited as part of our Information Security accreditations and all change logs are kept and audited as part of this process. We have clearly defined procedures for both customer and supplier initiated changes and all change requests are available for real-time review via our service management system.
Vulnerability management type Supplier-defined controls
Vulnerability management approach Multiple tools are used to block and monitor potential threats to the environment. If patches are required they are rolled out via automation tools to the environment through change control process where the criticality and impact is assessed and approved.
Protective monitoring type Undisclosed
Protective monitoring approach Potential compromises will be detected by the SIEM. An alert will be created should the SIEM directives be triggered by various correlated events. Upon receipt of alert, the SOC team will investigate the incident. Depending on the criticality, a level 1 (highest) is investigated within 15 minutes.
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 We follow ITIL V3 for our incident management. Incidents can be reported via phone, web or email into our ticketing system. Incident reports are provided through the ticketing system with details provided around root cause analysis and remediation steps.

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 £29 to £48 per user per month
Discount for educational organisations No
Free trial available Yes
Description of free trial Centerprise provides a 14-day free of charge trial (excluding hardware rental element) to assist prospective customers with assessing the Service. Customers wishing to make use of the free trial are to contact Centerprise gcloud@centerprise.co.uk. Centerprise does not require the Customer to submit an Order to gain access to the trial.

Documents

Documents
Pricing document View uploaded document
Skills Framework for the Information Age rate card View uploaded document
Service definition document View uploaded document
Terms and conditions document View uploaded document
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