Opus Telecoms

Opus UCaaS Hosted

Opus UCaaS Hosted delivers a cloud-based, enterprise grade, Unified Communications service, that replaces the need for onsite PBX equipment whilst providing customers access to the full suite of Mitel MiVoice Business features. Services are provided on a per user per month basis, with minimal upfront capital investment or in-house skills.

Features

  • Enterprise telephony feature set
  • Omni channel, multi-media contact centre
  • Full suite of collaboration applications, including audio, web and video
  • Presence, availability and secure instant messaging
  • Mobile integration and hotdesk working
  • Softphone client and teleworking
  • Management information and analytics

Benefits

  • Improved productivity, mobility and team working
  • First time call resolution via collaboration and conferencing solutions
  • Scalable unified communications to meet changing organisational needs
  • Seamless mobile and home working regardless of location
  • A consistent user experience regardless of chosen device
  • Open architecture integration with CRMs and business systems
  • Delivery of enhanced customer service via any chosen media
  • Call recording to meet compliance and customer service requirements
  • Fully resilient for business continuity and disaster recovery
  • Operates seamlessly within fully converged multi-site networks

Pricing

£3.96 per user per month

Service documents

G-Cloud 10

124777910940509

Opus Telecoms

Craig Walden

02085458200

frameworks@opustech.co.uk

Service scope

Service scope
Software add-on or extension No
Cloud deployment model Hybrid cloud
Service constraints Data Cabling Cat5e and above must be in place to support each hard wired end user device. Connectivity from customer site allowing connectivity into the Data Centres must be in place on a public or private basis, or Opus can in turn provide this service separately under an additional order. SIP services must be in place which may 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 client softphones

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Standard Business Hours Monday to Friday 9am to 5:30pm response time is on average less than an 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 Webchat accessible from website during normal office hours with direct access to Customer Services. www.opus-telecoms.co.uk
Web chat accessibility testing None
Onsite support Yes, at extra cost
Support levels There are three main levels of support available to suit different customer needs; 24/7/365, 8-8 (Mon-Sun) and 9-5.30 (Mon-Fri). We provide an incident support desk, managed by in-house qualified engineers, with escalation paths to underlying providers as required.
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started We carry out a low level design process to capture the requirements to aid effective delivery and commissioning.

We then provide onsite end user and administrator training and user documentation.
Service documentation Yes
Documentation formats 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 Opus. The Customer must submit a formal request into their account manager, who will assist in arranging any required off-boarding services and the deletion of customer data. Fees may apply for off-boarding technical work and process management.

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 It is a consistent user experience regardless of chosen device
Accessibility standards None or don’t know
Description of accessibility Accessible via public or private WAN connectivity to the data centre.
Accessibility testing None
API Yes
What users can and can't do using the API MSA APIs & interfaces offer a broad suite of integration options into the Mitel product portfolio. This includes toolkits, interfaces, developer documentation, and test plans, designed to enable MSA members to rapidly integrate their products with Mitel communications platforms and voice-enabled technologies.
API documentation Yes
API documentation formats PDF
API sandbox or test environment No
Customisation available Yes
Description of customisation In all ways as per a traditional onsite telephone system.

Scaling

Scaling
Independence of resources Capacity management, CPU and memory management, segregated networking devices. This is a fully tenanted solution with separate instances for each client.

Analytics

Analytics
Service usage metrics Yes
Metrics types Traditional monthly service and usage bill.
Reporting types Regular reports

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 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 At least once a year
Penetration testing approach Another external penetration testing organisation
Protecting data at rest Physical access control, complying with another standard
Data sanitisation process No
Equipment disposal approach A third-party destruction service

Data importing and exporting

Data importing and exporting
Data export approach If they are trained as administrators they can access and export their data, alternatively request support from our customer services team.
Data export formats Other
Other data export formats Vendor's proprietory software files
Data import formats CSV

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 IPsec or TLS VPN gateway

Availability and resilience

Availability and resilience
Guaranteed availability Definition - Response Times - Fix Times:
Unplanned Downtime due to Total System Failure < 1 hour 8 Hours
Inoperable Business Function. < 1 hour 8 Hours
Business Function Limitation < 1 hours 8 Hours
Limited Occurrence Customer Issue < 2 hours 16 Hours
Minor System Issue < 4 hours 48 Hours

We are so confident in the support that we provide, should we ever fall outside of our contracted SLA’s, your support is FREE from that moment, until we fix the issue.

Any credit issued to the Customer will be delivered in the form of a credit note which will be applied against future invoices/direct debits or where there are no future payments to be made, will be paid back to the Customer.
Approach to resilience Available on request, subject to underlying supplier.
Outage reporting Email alerts

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication Username or password
Access restrictions in management interfaces and support channels Password protected
Access restriction testing frequency Never
Management access authentication Username or password

Audit information for users

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

Standards and certifications
ISO/IEC 27001 certification No
ISO 28000:2007 certification No
CSA STAR certification No
PCI certification Yes
Who accredited the PCI DSS certification Security Metrics
PCI DSS accreditation date 26/04/2017
What the PCI DSS doesn’t cover Nothing stated
Other security certifications Yes
Any other security certifications CyberEssentials

Security governance

Security governance
Named board-level person responsible for service security Yes
Security governance certified Yes
Security governance standards Other
Other security governance standards This service is provided by third party on enterprise grade platforms based in UK data centres conforming to all relevant security governance requirements.
Information security policies and processes Through the establishment of a comprehensive security framework, Opus demonstrates a commitment to protect all assets that support the delivery of business objectives and address all legal, regulatory and contractual obligations including GDPR, Data Protection and conforming to CyberEssentials standards.

Operational security

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 Services and associated vulnerability management supplied entirely by third party.
Protective monitoring type Undisclosed
Protective monitoring approach N/A
Incident management type Undisclosed
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 efficiently as possible. Incidents can be logged via email and telephone. Incident reports are generated by Customer Services Team.

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 Yes
Connected networks
  • Public Services Network (PSN)
  • New NHS Network (N3)
  • Joint Academic Network (JANET)

Pricing

Pricing
Price £3.96 per user per month
Discount for educational organisations No
Free trial available No

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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