Exponential-e Ltd

Hosted Telephony + Oak Integration, Unified Communications and Collaboration

Exponential-e's Hosted Telephony & Unified Communications and Collaboration Service (with Oak integration) provides users with Private Branch Exchange (PBX) functionality from our centralised, resilient voice application servers. Our Hosted Telephony Service is a Cloud-based Unified Communications Service which is delivered over our business-only, reliable and low latency network.

Features

  • Integrated Unified Communications suite: presence, chat, voice, video, collaboration tools
  • Single-identity synchronised across multiple devices: deskphone, computer, mobile and tablet
  • High quality HD Audio and Video
  • N-Way Audio and Video conferencing
  • Feature-rich, full PBX replacement solution
  • Oak / EMIS / SystmOne / PatientConnect Integration
  • Seamless-transition. Start calls on your deskphone and transition to mobile
  • Chat and share information with multiple colleagues (file-transfer and desktop-sharing)
  • Call Reporting, Recording and Call/Contact Centre features
  • Remote Access to call management features from any device

Benefits

  • Reduce CapEx with a full end to end managed solution
  • Improve productivity through an intuitive and collaborative interface
  • Business continuity underpinned by robust SLAs
  • Faster, more efficient decision making through more effective communication tools
  • Save time and travel costs by introducing UC applications
  • Future-proof solution, continually updated through central upgrades and development
  • Flexible capacity that scales as required, growing with your business
  • Integration with digital clinical systems providing patient centric workflow
  • User mobility enabling users to work from anywhere
  • Reduce cost of calls between offices, home-workers and mobile-workers

Service scope

Service scope
Service constraints The service is underpinned by a full SLA, subject to the purchase of network connectivity.
System requirements
  • IP Connectivity
  • Laptop/PC - Windows 7 and above
  • Android Smart Phone / Apple iOS
  • PoE

User support

User support
Email or online ticketing support Email or online ticketing
Support response times 1 Hour
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 Business Hours (0900-1700), weekdays excluding Bank Holidays. Extended Business Hours (0800 - 1800), weekdays excluding Bank Holidays. 24x7x365, including Bank Holidays. Pricing is included in the Service Description. A technical account manager is included as part of this service.
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started Exponential-e provides onsite training after installation as standard and this is provided alongside user documentation. Online training is optional and can be provided at an extra cost.
Service documentation Yes
Documentation formats
  • HTML
  • PDF
End-of-contract data extraction This data will be available upon request via Exponential-e Service Management, dependent on the type of data required. A charge may be payable.
End-of-contract process Termination Terms: At the point of termination, all customer data, accounts and access will be permanently deleted and will not be able to be subsequently recovered or restored. Costs: There are no termination costs for this service. Customers are responsible for extracting their own data from the platform if required. Exponential-e may make an additional charge for transferring data out of the service.

Using the service

Using the service
Web browser interface Yes
Using the web interface Exponential-e's UC portal is an easy to use application for performing administration of UC-One users and features. Simple and intuitive, it requires no skills or training, empowering UC-Administrators to assign devices, activate users, enable mobility and manage site specific features for all your offices from one centralised portal via the browser.
Web interface accessibility standard None or don’t know
How the web interface is accessible The website is written in English, without an audio commentary.
Web interface accessibility testing N/a
API Yes
What users can and can't do using the API On request depending on the users environment

The Broadsoft API is called "XSI", allowing developers to add Broadwork's calling features to applications.

Further details can be found via: http://developer.broadsoft.com
API automation tools Other
Other API automation tools
  • Open Client Interface-Provisioning (OCI-P)
  • Client Application Protocol (CAP)
  • VoiceXML
  • CcXML
  • XSI
API documentation Yes
API documentation formats
  • HTML
  • PDF
Command line interface Yes
Command line interface compatibility Windows
Using the command line interface The Command Line Interface (CLI) allow users access to a rich set of features at the administrative level.

The CLI exists for quick execution of configuration functions on the Application, Media, and Network Servers. Moves, adds, and changes for users and groups on the Application Server are automatically propagated to the Network Server via a synchronous API tool. The CLI provides common commands in an easy-to-understand syntax for administration of the routing and translations functions.

Scaling

Scaling
Scaling available Yes
Scaling type Manual
Independence of resources We operate a fully partitioned, multi-tenant platform, engineered to scale to a near infinite number of users
Usage notifications Yes
Usage reporting Email

Analytics

Analytics
Infrastructure or application metrics Yes
Metrics types
  • Number of active instances
  • Other
Other metrics
  • Historic call logging and reporting
  • Alarms for key performance metrics
  • Abandoned call recovery
  • Recover potential lost revenue from abandoned calls
  • Hunt Group monitoring
  • Wallboard app (Android and iOS)
  • Customisable Wallboards for easy monitoring of your communications
  • Monitor extension activity
Reporting types
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

Resellers
Supplier type Not a reseller

Staff security

Staff security
Staff security clearance Conforms to BS7858:2012
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 Yes
Datacentre security standards Complies with a recognised standard (for example CSA CCM version 3.0)
Penetration testing frequency At least every 6 months
Penetration testing approach ‘IT Health Check’ performed by a Tigerscheme qualified provider or a CREST-approved service provider
Protecting data at rest
  • Physical access control, complying with CSA CCM v3.0
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Physical access control, complying with another standard
  • Encryption of all physical media
Data sanitisation process Yes
Data sanitisation type
  • Explicit overwriting of storage before reallocation
  • 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

Backup and recovery

Backup and recovery
Backup and recovery No

Data-in-transit protection

Data-in-transit protection
Data protection between buyer and supplier networks
  • Private network or public sector network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Legacy SSL and TLS (under version 1.2)
  • Other
Other protection between networks Exponential-e are a Stage 2 accredited HSCN CN-SP and our network operability conforms to HSCN Framework Obligations.

Our network meets stringent security standards, including CAS(T), CSASTAR, BS10012, and Cyber Essentials Plus. These conform to ISO 27001, BS 10041, and PCI DSS.
Data protection within supplier network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Legacy SSL and TLS (under version 1.2)
  • Other
Other protection within supplier network The primary methods of protection are comprised of application level security entailing strong encryption and transport layer security. As the service operates predominantly on customer Local Area Networks, endpoint controls, site firewalls and edge security design / implementation is largely a customer activity. However we also offer consultancy and Security Monitoring (CSOC) services where applicable.

Availability and resilience

Availability and resilience
Guaranteed availability 99.99% (SLA)
Approach to resilience Available on request
Outage reporting Service report outages are reported in real-time via: - a customer dashboard - email alerts

Identity and authentication

Identity and authentication
User authentication
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Limited access network (for example PSN)
  • Dedicated link (for example VPN)
  • Username or password
Access restrictions in management interfaces and support channels N/a
Access restriction testing frequency At least every 6 months
Management access authentication
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Limited access network (for example PSN)
  • Dedicated link (for example VPN)
  • Username or password
Devices users manage the service through
  • Dedicated device on a segregated network (providers own provision)
  • Dedicated device on a government network (for example PSN)
  • Dedicated device over multiple services or networks
  • Any device but through a bastion host (a bastion host is a server that provides access to a private network from an external network such as the internet)
  • Directly from any device which may also be used for normal business (for example web browsing or viewing external email)

Audit information for users

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

Standards and certifications
ISO/IEC 27001 certification Yes
Who accredited the ISO/IEC 27001 BSI
ISO/IEC 27001 accreditation date 13/04/2018
What the ISO/IEC 27001 doesn’t cover Details available on request.
ISO 28000:2007 certification No
CSA STAR certification Yes
CSA STAR accreditation date 13/04/2018
CSA STAR certification level Level 3: CSA STAR Certification
What the CSA STAR doesn’t cover Details available on request.
PCI certification Yes
Who accredited the PCI DSS certification Blackmores UK
PCI DSS accreditation date 19/3/2019
What the PCI DSS doesn’t cover Hosting Provider – Applications, Storage, Security Services, shared hosting, Online Hosting, Managed Services – System Security, IT Support, Backup, Cloud Services Payment Processes – All payment services
Other security certifications Yes
Any other security certifications
  • ISO 22301
  • ISO 20000
  • ISO 9001
  • ISO 50000
  • ISO 14001
  • Cyber Essentials PLUS
  • Commissum Information Assurance Certification
  • PIMS 686040
  • CAS(T) NCSC-264868406-1689

Security governance

Security governance
Named board-level person responsible for service security Yes
Security governance certified Yes
Security governance standards
  • CSA CCM version 3.0
  • ISO/IEC 27001
  • Other
Other security governance standards Exponential-e are a Stage 2 accredited HSCN CN-SP and our network operability conforms to HSCN Framework Obligations.
Information security policies and processes Exponential-e are a Stage 2 accredited HSCN CN-SP and our network operability conforms to HSCN Framework Obligations.

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 Details available on request.
Vulnerability management type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach Details available on request.
Protective monitoring type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach Details available on request.
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 Details available on request.

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)

Separation between users

Separation between users
Virtualisation technology used to keep applications and users sharing the same infrastructure apart Yes
Who implements virtualisation Supplier
Virtualisation technologies used VMware
How shared infrastructure is kept separate No other organisations share the same infrastructure

Energy efficiency

Energy efficiency
Energy-efficient datacentres Yes
Description of energy efficient datacentres .

Pricing

Pricing
Price £1.00 per licence per month
Discount for educational organisations No
Free trial available Yes
Description of free trial 2 week, free of charge trial. x3 UC One licences x3 Polycom VVX Handsets
Link to free trial https://www.exponential-e.com/uc-one

Service documents

pdf document: Pricing document pdf document: Skills Framework for the Information Age rate card pdf document: Service definition document pdf document: Terms and conditions pdf document: Modern Slavery statement
Service documents
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