This G-Cloud 10 service is no longer available to buy.

The G-Cloud 10 framework expired on Tuesday 2 July 2019. Any existing contracts with ADEPT TECHNOLOGY GROUP LIMITED are still valid.
ADEPT TECHNOLOGY GROUP LIMITED

AdEPT Nebula Voice

AdEPT Nebula voice offers cloud based telephony services to businesses. With multiple omnichannel technology options, we have a solution to suit your needs.

Features

  • Scales up to 3000 extensions and 150 sites
  • Web-based clients
  • Supports multiple browsers including Google Chrome, Mozilla Firefox and Safari.
  • Contact Centre functionality including skills based routing
  • Supports tone and interactive voice (IVR) capabilities
  • Connects via Internet or private Ethernet
  • Two contact centre support options
  • Additional software tools available to enhance experience

Benefits

  • Omnichannel solution provides flexible communication environment
  • Lower cost of ownership
  • Single solution for all staff
  • Integrates with existing desktop services
  • Unifies business communications
  • Wide range of powerful handsets
  • Easy-to-use with multiple training options available.

Pricing

£23.46 a user

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 tenders@adept.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 10

Service ID

2 9 9 2 6 7 1 4 1 8 5 4 8 2 8

Contact

ADEPT TECHNOLOGY GROUP LIMITED The Tenders Team
Telephone: 0344 55 77 200
Email: tenders@adept.co.uk

Service scope

Service constraints
Devices aligned with service environment.
System requirements
Web based utility for all operating systems

User support

Email or online ticketing support
Email or online ticketing
Support response times
Within 2 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
9 to 5 (UK time), Monday to Friday
Web chat support
No
Onsite support
Yes, at extra cost
Support levels
We provide a technical account manager to customers
Response times:
4 hour response for system downtime related issues;
6 hour response for minor fixes and on-site break/fix;
12 hour response for re-configuration service requests.
Support available to third parties
Yes

Onboarding and offboarding

Getting started
Onsite training, online training and user documentation available. Fully managed service available.
Service documentation
Yes
Documentation formats
HTML
End-of-contract data extraction
Transition assistance available on request.
End-of-contract process
If the client does not want to renew, transition assistance available on request.

Using the service

Web browser interface
Yes
Using the web interface
Web interface allows users to view their call records.
Web interface accessibility standard
None or don’t know
How the web interface is accessible
Via encrypted https connection.
Web interface accessibility testing
Not applicable.
API
No
Command line interface
No

Scaling

Scaling available
Yes
Scaling type
Automatic
Independence of resources
Proactive monitoring by our support team
Usage notifications
Yes
Usage reporting
Email

Analytics

Infrastructure or application metrics
Yes
Metrics types
Other
Other metrics
Full utilisation statistics
Reporting types
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

Supplier type
Not a reseller

Staff security

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

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 once a year
Penetration testing approach
‘IT Health Check’ performed by a Tigerscheme qualified provider or a CREST-approved 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
Complying with a recognised standard, for example CSA CCM v.30, CAS (Sanitisation) or ISO/IEC 27001

Backup and recovery

Backup and recovery
Yes
Backup controls
We take an automatic daily back up of all client data to another facility.
Datacentre setup
Multiple datacentres
Scheduling backups
Supplier controls the whole backup schedule
Backup recovery
Users contact the support team

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)
Data protection within supplier network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway

Availability and resilience

Guaranteed availability
99.9% availability SLA
Approach to resilience
Tier 3 and tier 4 data centres. Primary facility is 2(n+1)
Outage reporting
A public dashboard

Identity and authentication

User authentication
  • 2-factor authentication
  • Dedicated link (for example VPN)
  • Username or password
Access restrictions in management interfaces and support channels
Nominated staff are responsible for approving and deploying access rights.
Access restriction testing frequency
At least once a year
Management access authentication
  • 2-factor authentication
  • Dedicated link (for example VPN)
  • Username or password
Devices users manage the service through
Directly from any device which may also be used for normal business (for example web browsing or viewing external email)

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
User-defined
Access to supplier activity audit information
Users have access to real-time audit information
How long supplier audit data is stored for
User-defined
How long system logs are stored for
User-defined

Standards and certifications

ISO/IEC 27001 certification
Yes
Who accredited the ISO/IEC 27001
CIS
ISO/IEC 27001 accreditation date
08/06/2017
What the ISO/IEC 27001 doesn’t cover
The certificate applies to all communications services provided by the organisation.
ISO 28000:2007 certification
No
CSA STAR certification
No
PCI certification
No
Other security certifications
Yes
Any other security certifications
CyberEssentials

Security governance

Named board-level person responsible for service security
No
Security governance certified
Yes
Security governance standards
ISO/IEC 27001
Information security policies and processes
ISO27001

Operational security

Configuration and change management standard
Supplier-defined controls
Configuration and change management approach
All tickets and change requests are logged through our service management system and tracked through their lifetime.
Vulnerability management type
Supplier-defined controls
Vulnerability management approach
Severity of threat assessed by senior management. Patches are deployed dependent on severity assessment.
Protective monitoring type
Supplier-defined controls
Protective monitoring approach
We keep detailed logging of monitoring alerts and incidents.
Incident management type
Supplier-defined controls
Incident management approach
The incident management process is documented to enable first line to capture incidents, prioritise according to severity or priority and track the incident through to resolution and acceptance testing. Users can report incidents by phone, email or online tickets.

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

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
Each organisation has their unique VMware.

Energy efficiency

Energy-efficient datacentres
Yes

Pricing

Price
£23.46 a user
Discount for educational organisations
No
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 tenders@adept.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.