Cinos Communications Services

Collaboration

The Cinos Collaboration service leverages best of breed Cisco TelePresence video conferencing, Voice over IP (VoIP) and Unified Communications, and cloud WebEx Meetings and Webex Teams services. Bring teams together and collaborate from any location on any device. Promote teamworking, remote working and mobility, reduce decision making time and travel.

Features

  • Collaboration soft clients for mobile, tablet and desktop
  • Packages and devices for all meeting space types
  • Private cloud video conferencing and Cisco WebEx cloud integration
  • Persistent chat and meeting spaces
  • Instant Messaging and Presence for all staff
  • Integrate with Microsoft for seamless scheduling and meetings
  • Blended ISDN and SIP PSTN connectivity options enable cost reduction
  • A consistent user experience across all endpoints
  • Customers can migrate existing Cisco licensing to the service
  • A fully managed service with a range of SLAs

Benefits

  • Highly scalable, only pay for what you need to use
  • Standards-based video means existing room kit can be retained
  • Unique licensing model protects existing and future investment through migration
  • Blended capital and operational expenditure options available to improve VfM
  • Facilitates significant cost savings on PSTN call and travel spend
  • Customer Success practice helps drive adoption of technology
  • Enables secure inter-organisation federation and collaboration
  • Hybrid Calling brings PSTN calls to Webex Teams
  • Promotes staff mobility and teamworking
  • Provides high levels of DR and continuity capability

Pricing

£2.29 to £37.30 per user per month

  • Education pricing available
  • Free trial available

Service documents

Framework

G-Cloud 11

Service ID

2 7 5 5 6 1 3 6 8 0 7 4 6 1 8

Contact

Cinos Communications Services

Jody Faulkner

020 3841 9970

bids@cinos.co.uk

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
Our Unified Communications solution is fully conversant with other leading Communications providers of voice, video or instant messaging (IM), utilising open standard protocols.
Cloud deployment model
  • Private cloud
  • Hybrid cloud
Service constraints
The underlying platform is engineered to be highly resilient and can tolerate both unplanned component failure and planned maintenance activities. We are committed to frequent and regular maintenance of the platform to ensure that the service delivers the highest levels of security and availability.
System requirements
  • Service connectivity: Internet, N3/HSCN, PSN or Ethernet
  • LAN: Standards-based Power over Ethernet (PoE) to power collaboration endpoints
  • LAN: Dedicated VLAN for voice and video traffic
  • LAN: Quality of Service, CDP/LLDP-MED

User support

Email or online ticketing support
Email or online ticketing
Support response times
Our response times are based upon priority of the incident:

P1 - Severe Business Impact - 15 minutes
P2 - High Business Impact - 30 minutes
P3 - Medium Business Impact - 2 hours
P4 - Minor / no Business Impact - 4 hours
P5 - Service Request / Service Query - 1 business day
User can manage status and priority of support tickets
Yes
Online ticketing support accessibility
WCAG 2.1 AA or EN 301 549
Phone support
Yes
Phone support availability
24 hours, 7 days a week
Web chat support
No
Onsite support
Yes, at extra cost
Support levels
We offer comprehensive Service Level Agreements that are facilitated through the deployment of an end-to-end Service Management framework and ITIL aligned processes designed to manage the delivery of in-scope services. Our solution is designed to ensure successful service delivery and achieve high levels of client satisfaction. • The Service Level Agreement (SLA) for Cloud based services is 99.95% . We provide a named Technical Account Manager for all of our customers, providing a point of escalation as well as a named contact for service delivery related queries and technical update / roadmap workshop sessions.
Support available to third parties
Yes

Onboarding and offboarding

Getting started
In order to fully understand your business objectives and produce an appropriate design to fully meet requirements, we offer a number of workshops to gain a comprehensive understanding of your organisation. This information, combined with detailed benefits analysis enables Cinos to provide the perfect solution to meet your business need.

While we have industrialised and standardised our approach as far as possible, we appreciate that each of our customers and their requirements are unique. Our typical on-boarding process follows a closely aligned PRINCE2 methodology which incorporates the following key stages:

• Initiate and Assess

• Plan and Design

• Procure

• Implement

• Prepare

• Handover and Transition

• Benefits Realisation
Service documentation
Yes
Documentation formats
PDF
End-of-contract data extraction
In the event you wish to leave our service, we will meet all necessary obligations in order to enable a smooth transition of service, including the release of any software licenses to you.

Service cessation should be initiated by request in writing, where we will be happy to work with you define a service cessation plan.
End-of-contract process
In the event you wish to leave our service, we will meet all necessary obligations in order to enable a smooth transition of service, including the release of any software licenses to you.

Service cessation should be initiated by request in writing, where we will be happy to work with you define a service cessation plan.

Using the service

Web browser interface
Yes
Supported browsers
  • Internet Explorer 10
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
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
There is a standardised look and feel across devices.
Service interface
Yes
Description of service interface
X
Accessibility standards
None or don’t know
Description of accessibility
X
Accessibility testing
X
API
Yes
What users can and can't do using the API
Elements of the Cisco estate support a northbound interface (NBI) in order to accept provisioning work orders and report back upon execution.

The services architecture, using WSDL/SOAP over HTTPS, provides a standards-based request/response interaction with the service for submitting NBI requests.

The NBI supports the following:

• Management of the infrastructure
• The ability to submit work orders for infrastructure products
• The ability to query inventory
• The ability to submit a provisioning work order
• The ability to configure products
• Management of subscriber objects
• Management of directory number objects
• The ability to configure subscriber services
• The ability to submit work orders for subscribers
• The ability to submit get list work orders
• The ability to check order acceptability status
• The ability to submit work orders to reset attribute values with template or default values
• Some of the APIs can work in both asynchronous and synchronous ways
API documentation
Yes
API documentation formats
  • HTML
  • PDF
API sandbox or test environment
No
Customisation available
No

Scaling

Independence of resources
In order to guarantee that users are not affected by the demands from other users, we use resource reservations and shares such as internet bandwidth shaping. In addition, the capacity planning team ensure that usage in terms of all resources are constantly monitored and increased accordingly relating to user demand.

Services provided by Cinos are multi-instance, rather than multi-tenant, meaning that each customer gets their own dedicated instance of the service.

Analytics

Service usage metrics
Yes
Metrics types
These metrics include average/max CPU usage, average memory usage, average disk write/read speed and disk provisioned/utilised for VMs in all regions
Reporting types
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

Supplier type
Reseller providing extra support
Organisation whose services are being resold
Cisco

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
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 CHECK 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
  • Scale, obfuscating techniques, or data storage sharding
  • Other
Other data at rest protection approach
Customers are encouraged to protect their own data using encryption technologies where only they have the decryption key. In this way, our customers are assured that their data can never be accessed by a third party.
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

Data importing and exporting

Data export approach
Authorised users may export end user and configuration data from the service administrative interface. Exported data is typically downloaded as .CSV
Data export formats
CSV
Data import formats
CSV

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)
  • IPsec or TLS VPN gateway

Availability and resilience

Guaranteed availability
We offer comprehensive Service Level Agreements that are facilitated through the deployment of an end-to-end Service Management framework and ITIL aligned processes designed to manage the delivery of in-scope services. Our solution is designed to ensure successful service delivery and achieve high levels of client satisfaction. • The Service Level Agreement (SLA) for Cloud based services is 99.95% . If the service level falls below the stated availability percentage (excluding Planned and Emergency Maintenance periods), customers will be eligible for Service Credits on affected Unified Communications and Collaboration applications only. Service Credits will be calculated as a percentage of the fees for the affected services for the monthly billing period during which the failure occurred (to be applied at the end of the billing cycle). The Service Credit for a Standard Deployment Model is 5% of the affected applications monthly spend.
Approach to resilience
Our service is deployed across a number of sites, regions and zones. Each zone is designed to eliminate single points of failure (such as power, network and hardware). Customers are encouraged to ensure their solution spans multiple sites, regions or zones to ensure service continuity should a failure occur.
Outage reporting
All outages will be reported via email. Outages are identified as Planned maintenance, Emergency maintenance, and platform issues. In addition, the designated Technical Account Manager will proactively contact customers as appropriate.

Where a Major Incident (Priority 1) occurs, following resolution an incident report is produced that includes root cause analysis, lessons learned and a detailed overview of all recommendations and actions required to mitigate the risk of a further re-occurrence. Implementation plans are discussed and agreed with the customer prior to completion.

Identity and authentication

User authentication needed
Yes
User authentication
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Limited access network (for example PSN)
  • Dedicated link (for example VPN)
  • Username or password
Access restrictions in management interfaces and support channels
For online systems (e.g. Customer Portal & API interfaces), all users are required to have a unique username, password and memorable word combination. Customers may also use 2FA authentication tokens.
Access restriction testing frequency
At least every 6 months
Management access authentication
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Limited access network (for example PSN)
  • Dedicated link (for example VPN)
  • Username or password

Audit information for users

Access to user activity audit information
Users have access to real-time audit information
How long user audit data is stored for
Between 1 month and 6 months
Access to supplier activity audit information
Users have access to real-time audit information
How long supplier audit data is stored for
Between 1 month and 6 months
How long system logs are stored for
Between 1 month and 6 months

Standards and certifications

ISO/IEC 27001 certification
Yes
Who accredited the ISO/IEC 27001
BM Trada
ISO/IEC 27001 accreditation date
11/03/2016
What the ISO/IEC 27001 doesn’t cover
No exclusions.
ISO 28000:2007 certification
No
CSA STAR certification
No
PCI certification
No
Other security certifications
No

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
The Company is governed by an integrated suite of information security policies. Under the top level Information Security Policy itself are second-level documents with specific focus on Acceptable Use, Antivirus Protection, Asset Management, Business Continuity Management, Data Protection, Password Management, Personnel Management, Supply Chain Management and many others.

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
Cinos has documented configuration and change management policies and processes, which have been implemented, maintained and assessed in accordance with the guidance from ITIL v.3 and the current ISO20000 standard.
Vulnerability management type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach
Cinos has a documented vulnerability management policy and process, which have been implemented, maintained and assessed in accordance with the guidance from ITIL v.3 and the current ISO20000 and ISO27001 standards. Where technically possible, real-time updates and status reports are identified and sourced from credible vendor sources, which cover a significant proportion of our asset population. For other systems and software, assigned personnel have responsibility for regularly reviewing technical forums and specialist groups to promptly identify and evaluate any emerging patches or updates which require our attention.
Protective monitoring type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach
Following best practice from the National Cyber Security Centre, we protect platforms with enhanced protective monitoring services (SIEM), at the hypervisor level and below. The approach to protective monitoring continues to align with the Protective Monitoring Controls (PMC 1-12) outlined in CESG document GPG13 (Protective Monitoring for HMG ICT Systems). It includes checks on time sources, cross-boundary traffic, suspicious activities at a boundary, network connections and the status of backups, amongst many others. All alerts are immediately notified to the NOC for prompt investigation.
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
Cinos has a documented incident management policy and process, which have been implemented, maintained and assessed in accordance with the guidance from ITIL v.3 and the current ISO20000 and ISO27001 standards. This activity is responsible for the progression of alerts generated by automated monitoring systems, issues identified by personnel, and incidents identified and reported. All incidents are promptly reported into a central ticketing system, which ensures that each is promptly assigned to an appropriate resource, and its progress tracked (and escalated, as required) to resolution.

Secure development

Approach to secure software development best practice
Supplier-defined process

Public sector networks

Connection to public sector networks
Yes
Connected networks
  • Public Services Network (PSN)
  • NHS Network (N3)
  • Health and Social Care Network (HSCN)

Pricing

Price
£2.29 to £37.30 per user per month
Discount for educational organisations
Yes
Free trial available
Yes
Description of free trial
Cinos offers a time limited no commitment, free trial of our service, which may be supported by equipment loan where necessary. All features are available within the trial

Service documents

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