GAMMA NETWORK SOLUTIONS LIMITED

Gamma Horizon - Resilient Cloud Unified Communications (UCaaS) Platform

Gamma's Horizon Collaborate is a hosted UCaaS Platform providing features such as; voice/video conferencing, IM, presence, desktop and file sharing, integration with CRMs and IP telephony (VoIP). Operated through handsets, mobile or desktop apps. Web/App interfaces allow realtime access and changes to the many features available on a user basis.

Features

  • Audio/Video Conferencing adhoc from any device (optional)
  • One number follows you everywhere on any device
  • Works on any device; desktop, Mobile or handset
  • Call Recording – all calls or on demand, stored on-line
  • Call Centre Module - increased functionality for supervisor/agents
  • Integrated Presence and Chat (optional)
  • Hot Desk – use any Horizon handset as your extension
  • Desktop/File sharing capability (optional)
  • Scheduling – Automatically route calls dependant on time of day
  • Hunt groups – distribute calls simultaneously, weighted, as a ring

Benefits

  • Promotes the Public Sector
  • More accessible with one number ringing devices simultaneously
  • IM - online chat prompts a quicker response than email
  • Record important call information and improve training
  • More professional approach to high volume customer calls centres
  • Provide a stronger collaborative experience for remotely-based employees
  • Promote flexible working, seamlessly move between sites
  • Provide Local or National presence regardless of locations
  • Better serve your citizens through your busy periods
  • Increase productivity as hunt groups find available agents quickly

Pricing

£4.20 a user a month

  • Education pricing available

Service documents

Request an accessible format
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Framework

G-Cloud 12

Service ID

1 5 7 2 7 4 4 6 9 9 2 4 3 0 3

Contact

GAMMA NETWORK SOLUTIONS LIMITED Public Sector Sales Team
Telephone: 0333 043 7330
Email: gcloud@gamma.co.uk

Service scope

Software add-on or extension
No
Cloud deployment model
  • Public cloud
  • Private cloud
  • Hybrid cloud
Service constraints
As a VoIP service, calls to 999 may not be possible, during a service outage where the customer loses total connectivity for example, owing to a power outage or the failure of all data access.
Horizon does not support the following:
ISDN data calls
IP handsets that have not been supplied by us
The call recording service on Horizon is not currently PCI or FSA compliant.
We do not support some fax and franking machines used with an ATA
System requirements
  • A Horizon compatible data network (Confirm with Gamma)
  • Appropriately sized data access

User support

Email or online ticketing support
Email or online ticketing
Support response times
Gamma's Service Desk is 24x7 and any emails or online tickets are handled as per the below SLA.
General Questions are classified as a severity 4 and have an update SLA of 48 hours.
However, other severity classifications have a response time as per below:
Severity 0 -30 min
Severity 1 -120 min
Severity 2 -4 hours
Severity 3 -12 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
No
Onsite support
Yes, at extra cost
Support levels
Gamma provides one level of support for all Horizon customers 24x7x365 - included free of charge as part of the service charge. The following service levels apply with target resolution times:

Critical Fault - Loss of service. Multiple services affected - 4 Clock Hours
High - Loss of service - single service - 8 Clock Hours
Medium - Disrupted service - 3 Working Days
Low - Single number destinations or Quality of Service - 7 working days

Service availability for Horizon is:
Horizon Graphical User Interface (GUI) is 99.9%
Horizon user subscriptions is 99.5%
Horizon Auto Attendant, Call Recording, and Unified Messaging subscriptions - 99%
Mean Average PESQ Score target of 4.1 for G711 and 3.7 for G729.

We provide Service Desk and Account Management Teams. Support engineers answer the phones in the Gamma Service Desk and perform first stage fault analysis. If they are unable to resolve the incident will be escalated to Tier 2 and Tier 3 engineers.
Support available to third parties
Yes

Onboarding and offboarding

Getting started
We offer extensive and tailored user training for Horizon and provide comprehensive user acceptance and handover documentation. We also supply a customer support manual for all contact points and escalations. We provide comprehensive administrator and user training for the Horizon product set. This is offered via our tutorial videos, onsite training (additional cost), webinar online training, user documentation and a full help section on the web portal.
We also provide online and webinar training for our web-based billing and reporting tool.
A named Major Account Manager and Customer Development Manager will also be assigned to your account to support you. The on site training is usually provided by the installers of the system.
Service documentation
Yes
Documentation formats
  • HTML
  • PDF
  • Other
Other documentation formats
  • .mpg
  • .doc
End-of-contract data extraction
Our Customer Portal is a secure online space giving customers complete visibility of the assets that we manage for them. We offer a complete view of their estate, including telephone numbers (CLIs), the product related to that number and its geographical location. All invoices are in one place and kept for 12 months for historical billing information on the services you have taken.
This information can be easily downloaded for extraction into excel.
End-of-contract process
At the end of the contract the customer moves onto a rolling 30 day contract on our standard rates. Through our online billing and reporting portal, customer can get their asset list, including numbers that can be ported away and details of the services they currently take with us. This will be provided at no additional cost. It is up to the new provider to port the numbers away.

Using the service

Web browser interface
Yes
Supported browsers
  • Internet Explorer 9
  • Internet Explorer 10
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
Application to install
Yes
Compatible operating systems
  • Android
  • IOS
  • MacOS
  • Windows
  • Windows Phone
Designed for use on mobile devices
Yes
Differences between the mobile and desktop service
We have a bolt on App (see pricing sheet) that can be added as an option to Horizon. Upon successful download from the relevant app store onto the desktop, the user is able to log in to access a subset of Horizon functionality.
The mobile soft client app allows a user to make and receive calls on a mobile device, as well as accessing key settings for their service. It provides all the same functionality as the desktop soft client, with the exception of Click to Call.
Service interface
Yes
Description of service interface
Horizon provides a secure web portal - a simple, easy to use management system that allows the following tasks to be undertaken:
• Site Management–control site numbers & Schedules, Music on Hold, & Call Barring
• User Management–create/edit users & assign devices, telephone numbers, set call barring & optional services
• Group Management–manage IVR, ACDs & Hunt Groups
• Call Recording Management–call recording & manage storage
• Security–manage username & passwords including softclients
Statistical information across the estate for inbound & outbound calls can also be accessed.
Individual users also have access to a portal to manage their settings.
Accessibility standards
None or don’t know
Description of accessibility
Standard web-browser/app access with standard accessibility options associated with those web-browsers/apps.
Accessibility testing
None.
API
No
Customisation available
Yes
Description of customisation
There is an extensive list of customisable features and functions on Horizon (available on request).
The service offers a range of clever features and an emphasis on control and administration through the web. For administrators, you can quickly configure the system according to your organisation’s changing requirements, whilst individual users can manage their calls easily and effectively.
Users can implement a wide range of features via the web portal, either at a company, site, or User level giving full and easy control of
an entire telephony environment, even over multiple sites.

Scaling

Independence of resources
We undertake a monthly Capacity Planning Forum whereby the utilisation of every network component is reviewed against planning rules and sales forecast to ensure that we have sufficient capacity and overhead to manage our customer's requirements. Additionally there is weekly planning review on capacity management adjustments.
Each Horizon customer's resource requirements are taken into account and sufficient network is allocated to them. We also manage our network to spread traffic during very busy periods.

Analytics

Service usage metrics
Yes
Metrics types
The Horizon service provides a range of on line call reporting on a per number basis. Full summary reports are provided; how many calls are getting through, where are my customers located, what are my call trends, when are my busy times. Detailed call analysis is available via the advanced statistics package.
Reporting types
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

Supplier type
Not a reseller

Staff security

Staff security clearance
Conforms to BS7858:2012
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
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
‘IT Health Check’ performed by a CHECK service provider
Protecting data at rest
Encryption of all physical media
Data sanitisation process
Yes
Data sanitisation type
Deleted data can’t be directly accessed
Equipment disposal approach
A third-party destruction service

Data importing and exporting

Data export approach
Our Web Portal allows users access to their associated number ranges. Typically users will extract their applicable data in Excel or CVS format.
Data export formats
  • CSV
  • Other
Other data export formats
  • Excel
  • PDF
Data import formats
  • CSV
  • Other
Other data import formats
Excel

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)
  • Legacy SSL and TLS (under version 1.2)

Availability and resilience

Guaranteed availability
Horizon service availability is calculated as:
Total number of minutes in the measurement period – Unplanned Downtime x 100 / Total number of minutes in the measurement period
Note: If a Service is partially available then the Unplanned Downtime shall be calculated in equal proportion i.e. if a service is 50% available then the unplanned downtime will be calculated as 50% x elapsed period of the incident.
Availability Measurement Period: 1 Calendar month
Target Service availability for Horizon is:
Horizon Graphical User Interface (GUI) is 99.9%
Horizon user subscriptions is 99.5%
Horizon Auto Attendant, Call Recording, and Unified Messaging subscriptions - 99%
Mean Average PESQ Score target of 4.1 for G711 and 3.7 for G729.
Not included:
- Outages which are deemed by us to be the result of matters outside of direct control
- Planned or emergency maintenance
- User error
Notes:Core functions are Gamma Switching infrastructure, transmission equipment and
core network, the service that supports call routing and termination.
Non-Core functions include Gamma Support Systems, access to any relevant portals and feature based services such as Call Plans, Call diverts, Auto Attendant, Call Recording, and Unified Messaging
PESQ score target for G711 is 4.1 and G729 is 3.7
Approach to resilience
We hold ISO 22301:2012 Business Continuity Management accreditation. As this information is sensitive, further specific information is available on request.
Outage reporting
A public network status dashboard
Email alerts
Portal alerts
Text messages to opted in mobile numbers
Service desk verbal communication

Identity and authentication

User authentication needed
Yes
User authentication
Username or password
Access restrictions in management interfaces and support channels
Customer administrators can set permissions for other users to give them access to certain areas of the portal. They are able to restrict access to certain areas of the management and support interfaces.
Access restriction testing frequency
At least once a year
Management access authentication
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
Users contact the support team to get 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

ISO/IEC 27001 certification
Yes
Who accredited the ISO/IEC 27001
Lloyd's Register Quality Assurance Ltd
ISO/IEC 27001 accreditation date
30/01/2020
What the ISO/IEC 27001 doesn’t cover
N/A
ISO 28000:2007 certification
No
CSA STAR certification
No
PCI certification
No
Other security certifications
Yes
Any other security certifications
  • NICC ND 1643
  • Cyber Essentials

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 Essentials
Information security policies and processes
Gamma has deployed an Information Security Management System Manual (ISMS) which meets and is certified to ISO 27001:2013 and Cyber Essentials. It is supported by numerous policies and processes including but not limited to the following:

Information Security Policy
Information Security Incident Policy
Acceptable use policy
Access Control Procedure
Backup Plan
Business Continuity Plan
Confidential Data Policy
Data Protection Policy

The Reporting structure is from employees or customers to the Information Security Manager to the Information security Forum which is attended by several Directors and heads of departments. The Information Security Forum meets monthly to review all security incidents and events and corrective actions are agreed and tracked at this forum.

To raise awareness Gamma uses a computer based training platform for Security Awareness which is repeated annually. Line Managers have a responsibility to ensure their staff are aware of and follow these policies.

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
Change Control Process covers changes made to operational systems, to mitigate the risks and impacts that any change has and ensures good communication at all stages.
Change Management ensures changes to core infrastructure and services are performed and implemented correctly.
Best practice guidance, aligned to ITIL (OGC), recommends that the starting point for any change should be a review of generic questions or the ‘seven Rs’.
A risk and impact assessment is carried out for each change this involves detailing the assets under change.
The Change Advisory Board (CAB) has a representative from each impacted business area.
Vulnerability management type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach
We use failure mode effects analysis process, conducting regular, systematic assessments of vulnerabilities to determine the necessity of safeguards, countermeasures and controls, monitoring for changes to maintain an acceptable level of risk. Includes identifying key information assets and subjecting them to specific risk assessments, assessing exposure to a list of common threats and vulnerabilities, maintaining risk registers, implementing technical, policy, business continuity and management initiatives;
Each patch is assessed and deployed accordingly:
High - Urgently.
Medium - ASAP.
Low - as time permits.
Gamma utilises many Vendor sources and industry RSS feeds, CERT, Ubuntu and Debian. Member of CiSP.
Protective monitoring type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach
Gamma utilises GPG 13 guidance. Gamma have built a Security Information & Event Management Solution (SIEM) to identify potential compromises. If a compromise is found it is investigated. A Security Incident is raised to track the investigation, root cause and solutions if required to rectify or improve the situation. We respond to incidents as close to real time as practicable.
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
Gamma has an Incident Management process which has numerous pre-defined sub groups of staff designated for particular products or scenarios. It can be initiated by any member of staff and is managed by the 24/7 Network Operations Centre (NOC). Any incident is reported by the customer to the Service Desk, it is recorded in a customer relationship management tool (CRM) and an Incident report is produced after root cause analysis has taken place. Any Incident reports are made available to end users via pdf.

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

Connection to public sector networks
Yes
Connected networks
Joint Academic Network (JANET)

Pricing

Price
£4.20 a user a month
Discount for educational organisations
Yes
Free trial available
No

Service documents

Request an accessible format
If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at gcloud@gamma.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.