Thumbtel Ltd

Another Number for Teams

A second mobile number for work on personal smartphones on any network.

Another Number enables the separation of business and personal communications without the need for a second SIM or handset.

No setup charges, longterm contract or cancellation fees. Monthly subscription saves businesses up to 50% in mobile costs.

Features

  • A second mobile number for work on personal smartphones
  • Monthly subscription, no second SIM, phone or long term contract
  • Keeps work contacts, calls and messages seperate from personal comms
  • Powerful conversational UI, no switching between text/call-history/voicemails
  • Virtual switchboard manages calls and messages when unavailable
  • Calls are clearly presented and assigned a separate ringtone
  • Visual voicemail transcribes messages and displays missed calls
  • Customer support portal and fast-response ticketing system
  • Numbers purchased, distributed, managed and owned by the organisation
  • Numbers can be ported into and out of the service

Benefits

  • Works like any other mobile number on the UK network
  • Saves businesses up to 50% in mobile costs
  • Support work-life balance initiatives by separating work communications
  • GDPR friendly and keeps the employee's personal number private
  • Reduce impact of unnecessary devices on the environment
  • Reduce continuity losses by owning the employees work mobile number
  • Reduce expense claim administration for organisation and employee
  • Professionally manages missed calls when employee is unavailable
  • IM/Group Messaging features replace use of unregulated messaging apps
  • Best call coverage possible, traditional mobile & VoIP

Pricing

£7.99 a unit a month

  • Free trial available

Service documents

Framework

G-Cloud 12

Service ID

1 3 9 1 8 1 6 1 8 9 2 0 1 9 7

Contact

Thumbtel Ltd Another Number Subscriptions
Telephone: +44748067007
Email: contactus@thumbtel.com

Service scope

Software add-on or extension
Yes
What software services is the service an extension to
The service is an extension of Another Number for individual consumers available via the mobile app marketplace.

Team accounts are created in the teams portal by an Administrator who purchases and allocates numbers by email invitation with a unique link for download and activation of the mobile app.
Cloud deployment model
Public cloud
Service constraints
No
System requirements
  • Mobile - Apple iOS 11 and later
  • Mobile - Android Lollypop and later
  • Desktop - IE 10 and later
  • Desktop - Firefox
  • Desktop - Safari 9 and later
  • Desktop - Chrome

User support

Email or online ticketing support
Email or online ticketing
Support response times
Thumbtel operates a global service infrastructure and operates a single point of contact ticketing system for all requests of assistance.

Standard support desk operating hours are Monday to Friday 9 to 5 UK time.

The support desk will acknowledge receipt of the support request within:
a. 15 minutes for Priority 1 (Emergency)
b. 1 office hour for Priority 2 (Major)
c. Office hours P3 (Minor)

Support requests outside of operating hours are prioritised for the next working day.
User can manage status and priority of support tickets
Yes
Online ticketing support accessibility
None or don’t know
Phone support
No
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 provides live text support
Web chat accessibility testing
None
Onsite support
Yes, at extra cost
Support levels
Support desk:
Thumbtel operates a global service infrastructure and operates a single point of contact ticketing system for all requests of assistance, such as:
1. Questions on how to better use the service
2. Reporting problems
3. Porting of numbers
4. New orders
5. New feature suggestions

Support tickets can be raised through the portal:(https://teams.anothernumber.com) or directly via the community support portal (https://thumbtel.freshdesk.com).

Community support portal:
Thumbtel provides an online portal https://thumbtel.freshdesk.com where both our community of loyal customers and our support team offer answers to questions via FAQ’s and forums.

Support desk operating hours:
Standard operating hours are Monday to Friday 9 to 5 UK time.

Support desk response times
The support desk will acknowledge receipt of the support request and target time to fix within:
a. P1 (Emergency) 15 Minutes response time and time to fix 4 hours (90%) 8 hours (100%)
b. P2 (Major) 1 office hour and time to fix 5 working days
c. P3 (Minor) 8 office hours and time to fix 2 weeks (90%) 4 weeks (100%)

Support requests outside of operating hours are prioritised for the next working day.
Support available to third parties
No

Onboarding and offboarding

Getting started
The service has contextual help
Service documentation
Yes
Documentation formats
  • HTML
  • PDF
End-of-contract data extraction
The process to extract data at the end of their contract is to raise a support ticket via the support portal https://thumbtel.freshdesk.com

A roadmap item will allow for a complete extract of data at the user level within the Teams web portal.
End-of-contract process
Pricing has been kept as simple as possible. There are no set up charges or cancellation charges. Numbers can be individually cancelled and take effect immediately. Cancelling the organisation/team account is done via support.

Organisations can request via support the porting of service numbers to another mobile network.

A data download of all voicemails, Instant Message and SMS communications is available to export for Mifid II compliance as a support request.

Using the service

Web browser interface
Yes
Supported browsers
  • Internet Explorer 10
  • Firefox
  • Chrome
  • Safari 9+
Application to install
Yes
Compatible operating systems
  • Android
  • IOS
Designed for use on mobile devices
Yes
Differences between the mobile and desktop service
Employees use a dedicated app on their mobile phone. Mobile numbers are managed by the organisation via an online administration portal
Service interface
Yes
Description of service interface
A self service portal provides a service interface for the organisation to manage billing, purchasing mobile numbers, assigning mobile numbers to employees and blocking/removing assigned numbers.
Accessibility standards
None or don’t know
Description of accessibility
The service uses default mobile device & browser settings
Accessibility testing
None
API
No
Customisation available
No

Scaling

Independence of resources
The service has been designed to utilise cloud autoscaling technology & infrastructure

Analytics

Service usage metrics
Yes
Metrics types
We can provide usage metrics on ad-hoc basis via support ticketing until available via Teams portal.
Reporting types
Reports on request

Resellers

Supplier type
Not a reseller

Staff security

Staff security clearance
Staff screening not performed
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
  • European Economic Area (EEA)
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
In-house
Protecting data at rest
Physical access control, complying with SSAE-16 / ISAE 3402
Data sanitisation process
Yes
Data sanitisation type
Deleted data can’t be directly accessed
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
Users can export messages from the app on their mobile device on ad-hoc basis using the share by-email feature.

A data export of all call history, text's, instant messages and voicemails, for MiFID II compliance can be requested as a support request.
Data export formats
Other
Other data export formats
  • Mobile - via email
  • Desktop - via CSV & WAV
Data import formats
CSV

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)
  • IPsec or TLS VPN gateway

Availability and resilience

Guaranteed availability
Thumbtel adhere to a 99.999% availability model.

Thumbtel can, at its sole discretion, award call/SMS credits to Teams via its administration console in the event of a service shortcoming.
Approach to resilience
Services are designed and operate in a cloud environment with no a single point of failure at all architectural levels, including:
2 Availability Zones (locations where service operates)
Service and Data replication across the zones
Full, daily database snapshots of subscriber and event databases

Out of hours resilience testing and DR (Disaster Recovery) testing is performed every 6 months to ensure team roles, responsibilities and the process is effective.
Outage reporting
The Service is monitored using cloud management tools by the Operations team. Alarms reporting service disruptions that affect usage, are delegated to the support team.

The support team will inform the user base of the problem by sending a message to the app and via email to Team Administrators, advising of workarounds if available.

Significant disruptions will also be posted into the community forum as a topic.

Identity and authentication

User authentication needed
Yes
User authentication
Username or password
Access restrictions in management interfaces and support channels
Teams Portal Administrator password:
Password is enforced to be a minimum length of 8 alphanumeric characters and a maximum of 64. If forgotten, it can be re-set via the web portal. An email is sent to the verified email address with a link to reset the password - link expires after 24 hours.

User/App authentication:
Users are authenticated using a bearer token. The token that uniquely identifies the user is created when an SMS is sent to the device containing a 6 digit number (valid for 24 hours) the user is required to enter into the app.
Access restriction testing frequency
At least every 6 months
Management access authentication
  • Public key authentication (including by TLS client certificate)
  • Username or password

Audit information for users

Access to user activity audit information
Users contact the support team to get audit information
How long user audit data is stored for
At least 12 months
Access to supplier activity audit information
No audit information available
How long system logs are stored for
Less than 1 month

Standards and certifications

ISO/IEC 27001 certification
No
ISO 28000:2007 certification
No
CSA STAR certification
No
PCI certification
No
Other security certifications
Yes
Any other security certifications
  • Cloud security certification ISO9001
  • Cloud security certification SOC 1, 2, 3

Security governance

Named board-level person responsible for service security
Yes
Security governance certified
No
Security governance approach
Security Governance is a collaboration of the CEO, The Head of Development and the Head of Operations to identify, discuss and create plans to support the business from a security, legal, regulatory perspective to ensure we continue to operate with integrity and within the law. The most recent example being the implementation and rollout of GDPR within the organisation.
Information security policies and processes
These policies are enforced by the Head of Operations who reports issues to the CEO/Head Of Development

Our InfoSec (Information Security) policies include:
a) Working from Home
b) VPN
c) Server Security
d) Router
e) Removable Media
f) Remote Access
g) Password
h) Information Security Incident Management
i) Data Protection
j) Clean Desk
k) Acceptable Use

Operational security

Configuration and change management standard
Supplier-defined controls
Configuration and change management approach
Thumbtel’s configuration and change management processes ensure all software development, service component and configuration changes are managed and tracked using an industry standard sprint planning management platform.

All changes are rigorously tested using our internal quality assurance processes in a pre-production (staging) environment and then planned for release during operational windows.

The operations team run regular cloud Infrastructure reviews using industry leading cloud management tools that both validate and advise on infrastructure optimisation.
Vulnerability management type
Supplier-defined controls
Vulnerability management approach
Our vulnerability management process covers

a) Vulnerability scanning processes
b) Vulnerability detection
c) Reporting and remediation

Scans are scheduled and allocated to team members to perform manually. Utilising our cloud tools simplifies this exercise to allow focus on new issues that may arise.

Potential threats are collated from news articles, bulletin updates and operating system announcements where they are quantified with a mitigation plan to ensure our infrastructure is protected.
Protective monitoring type
Supplier-defined controls
Protective monitoring approach
Protective monitoring procedures identify

a) What information is being collected, how the collection process is monitored and subsequently how is that information audited
b) The collection process should notify when exceptions of these conditions have been experienced, or audits of the information highlight anomalies

System integrity checks are performed bi-weekly unless exceptional conditions arise at which point they're investigated the same day.
Incident management type
Supplier-defined controls
Incident management approach
Our incident management process covers the reporting of information security events for all employees/IT Staff.

Information security events and weaknesses must be reported to the Head of Operations who is responsible for the incident response and escalation procedure should it be required.

Incidents could include:

a) Uncontrolled system changes
b) Access violations – e.g. password sharing
c) Breaches of physical security
d) Non-compliance with policies
e) Systems being hacked or manipulated

RCA (Root Cause Analysis) reports are created for outages/issues that will allow us to learn from incidents and to clearly communicate to the business as a whole.

Secure development

Approach to secure software development best practice
Supplier-defined process

Public sector networks

Connection to public sector networks
No

Pricing

Price
£7.99 a unit a month
Discount for educational organisations
No
Free trial available
Yes
Description of free trial
A full service trial can be requested via email to contactus@thumbtel.com.

Service documents