X-on

CardByPhone

CardByPhone removes credit and debit card data from being accessible within an organisation during phone transactions. PCI-DSS requirements which govern security when handling card data are taken out of scope. CardByPhone can be integrated with contact centre and order processing systems or as a complete hosted telephony environment.

Features

  • Remove credit data from customer scope satisfying PCI Compliance requirements
  • Supported across a wide range of environments
  • Inbound and Outbound calls secured
  • Call recordings available for all calls with card data suppressed
  • Unattended mode for automated payments on inbound or outbound calls
  • Integrates with all common Payment Service Providers
  • API for CRM, eCommerce or Order Processing system integration
  • Standalone option using web form or speech recognition
  • Optional Fraud Indemnification service

Benefits

  • Provides attended or unattended IVR card transactions with agent guidance
  • Options that integrate with backend systems for transaction data
  • Options for speech recognition capture of transaction information
  • Sensitive data removed from the customer environment

Pricing

£25 to £98 per user per month

Service documents

G-Cloud 11

198697951736835

X-on

Paul Heeren

0333 332 0144

paul.heeren@x-on.co.uk

Service scope

Service scope
Software add-on or extension Yes, but can also be used as a standalone service
What software services is the service an extension to Contact centre telephony solutions, cloud based or stand alone.
Payment service provider gateways.
Cloud deployment model Private cloud
Service constraints No constraints relevant to this service.
System requirements Up to date browser

User support

User support
Email or online ticketing support Email or online ticketing
Support response times 1 hour 8am - 5:30pm weekdays.
Gold support available with 24/7 4 hour response.
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 No
Onsite support Yes, at extra cost
Support levels Standard (UK 8am - 5:30pm)
Gold (24/7) at cost, typically 25% uplift on rental.
Support team with escalation to COO and third line support engineer.
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started Onsite and/or online training are supplied, together with user documentation.
Service documentation Yes
Documentation formats
  • HTML
  • PDF
End-of-contract data extraction All relevant data is delivered during contract as regular audit reports.
End-of-contract process No exceptional end of contract 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 No
Accessibility standards None or don’t know
Description of accessibility Service is a live aid to trained users taking credit card payments. It is not for public access.
Accessibility testing N/A
API Yes
What users can and can't do using the API API allows interface with third party payment and order processing systems
API documentation Yes
API documentation formats PDF
API sandbox or test environment Yes
Customisation available Yes
Description of customisation Option for fully integrated hosted contact centre service which can incorporate customised full call flow, automatic speech recognition and call distribution requirements.

Scaling

Scaling
Independence of resources System is run on partitioned redundant servers at less than 10% full load resource capacity. SIP Trunk channel utilisation reviewed weekly to fall within safe margins to avoid call rejection. Real time monitor of all system resources.

Analytics

Analytics
Service usage metrics Yes
Metrics types Number and length of calls through system.
Successful and failed transactions by agent and period.
Reporting types
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

Resellers
Supplier type Not a reseller

Staff security

Staff security
Staff security clearance Other security clearance
Government security clearance Up to Baseline Personnel Security Standard (BPSS)

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 Supplier-defined controls
Penetration testing frequency At least once a year
Penetration testing approach ‘IT Health Check’ performed by a CHECK service provider
Protecting data at rest
  • Physical access control, complying with another standard
  • Encryption of all physical media
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 importing and exporting
Data export approach Standard audit report available from secure web portal or automated email attachment. No card sensitive data is contained within reports.
Data export formats
  • CSV
  • Other
Other data export formats PDF
Data import formats CSV

Data-in-transit protection

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

Availability and resilience

Availability and resilience
Guaranteed availability 99.99% Availability (Gold SLA)
1 Month rental credit for a month where availability falls below this.
Approach to resilience Geographically separation of data centres with automatic failover and real time replication of core configuration data.
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 User name and password is used to restrict access to management interface and support channels. No card or sensitive data is available through these channels.
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 receive audit information on a regular basis
How long user audit data is stored for User-defined
Access to supplier activity audit information No audit information available
How long system logs are stored for At least 12 months

Standards and certifications

Standards and certifications
ISO/IEC 27001 certification Yes
Who accredited the ISO/IEC 27001 QMS International
ISO/IEC 27001 accreditation date 01/12/2015
What the ISO/IEC 27001 doesn’t cover N/a
ISO 28000:2007 certification No
CSA STAR certification No
PCI certification Yes
Who accredited the PCI DSS certification ESCS
PCI DSS accreditation date 24/04/2017
What the PCI DSS doesn’t cover Services outside the scope of this registration (CardByPhone)
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 ISO 27001 and PCI-DSS define full reporting structure and audit processes up to board level. Full documentation is available. PCI-DSS requires annual external audit at Level 1.

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 Change Management system is defined and operated according to the requirements of PCI-DSS standard version 3.2. Major changes will be subject to additional penetration testing. All component changes are logged and audited throughout the lifetime.
Vulnerability management type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach Vulnerability management and threat monitoring in accordance with PCI v3.2. Full compliance documentation available on request. Patches applied within 1 month.
Protective monitoring type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach Logs (e.g. Firewall logs) are subject to daily inspection as required by PCI-DSS 3.2. Potential compromises reacted to next working day. Incident response within 4 hours.
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 All card related incidents are reported by us to customers as required by PCI-DSS 3.2

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 £25 to £98 per user per month
Discount for educational organisations No
Free trial available No

Service documents

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