Main-Tel (NE) Ltd

Main-Tel (N.E)Ltd Hosted Voice Service

MHV is for organisations looking to replace/consolidate their existing telephony infrastructure and gain significant cost benefits, while future proofing their telephony. MHV is a fully managed service, on-going platform management, SIP Trunking and maintenance are included. Highly flexible, scalable, resilient and a feature rich platform meeting demands of any organisation.


  • PBX Features
  • IVR/Contact Centre/Call recording
  • Ongoing data and software analysis during contract term
  • Realtime Stats
  • Remote Working
  • Ongoing data and software analysis during contract term
  • One stop solution


  • Cost Savings
  • Reliability
  • Back-up Resilience
  • Converge Solutions
  • Flexible Routing
  • Remote Access
  • User Administration Tools


£6.00 to £14.00 per user

Service documents

G-Cloud 9


Main-Tel (NE) Ltd

Anthony McGlade


Service scope

Service scope
Software add-on or extension No
Cloud deployment model Hybrid cloud
Service constraints All services are listed in our service definition.
System requirements
  • Windows 7Pro or Windows 10
  • 10Mb internet connection or higher (if not suppied)
  • IPhone IOS8 or higher , Andriod KitKat 4.0 or higher,
  • Blacberry 10 or higher,Windows Phone

User support

User support
Email or online ticketing support Email or online ticketing
Support response times In addition to the working hours’ this cover will enable you to raise support tickets 24 hours a day, 7 days a week, and 365
days a year. Please note that this covers system faults and
outages only. Technical/User support will be available within the Working Hours cover periods. For any tickets raised to our out of hour’s service we will respond within 4 clock hours and provide regular updates after that point.
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 SLA , 4 hour response / 16 hour resolution

Technical Account Manager to be supplied to each account.
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started Training is provided on location via group sessions, documentation will be supplied.
Service documentation Yes
Documentation formats PDF
End-of-contract data extraction Data can be requested in the relevent format at the end of the contract. Data will be held for a 12 month period from the end of the contract.
End-of-contract process End of contracts terms apply, a 30 notice period can be issued in writing.

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 10+
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
  • Opera
Application to install No
Designed for use on mobile devices Yes
Differences between the mobile and desktop service When mobile SIP/VoIP client applications are activated in an data enabled envirment (Wi-FI/3G/4G/5G) voice/video calls can be made.
Accessibility standards None or don’t know
Description of accessibility Users have the ability to use a browser to acces features that have been only autherised by the supplier Technical account Manager and pre authersed by the client managment.

Features: Enabling call recording, farwarding & access to voicemail.

Access is denied to all features unless pre autherised.
Accessibility testing This is a standard product from our supplier Panasonic UK.
Customisation available Yes
Description of customisation Users have the ability to use a browser to access features that have been only autherised by the supplier Technical account Manager and pre autherised by the client managment.
Features: Enabling call recording, farwarding & access to voicemail.


Independence of resources The Cloud service Main-Tel offers is unique as individual platforms can be designed and built for specific clients and their usage it is not one platform for all companies like other service providers offer. Expansion is key and our platforms are deigned to cater for a 100% up scale of the clients.


Service usage metrics Yes
Metrics types The platform logs all incoming/outgoing calls allowing reports to be run within various contact centre senarios. The Voice recording system can run reports on specific users.
Reporting types
  • Real-time dashboards
  • Regular reports
  • Reports on request


Supplier type Not a reseller

Staff security

Staff security
Staff security clearance Conforms to BS7858:2012
Government security clearance Up to Security Clearance (SC)

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 In-house
Protecting data at rest Physical access control, complying with another standard
Data sanitisation process No
Equipment disposal approach In-house destruction process

Data importing and exporting

Data importing and exporting
Data export approach Data can be exported to the appointed ICT/Managment representive upon request, Data will be supplied via CSV or Audion.WAV file
Data export formats CSV
Data import formats CSV

Data-in-transit protection

Data-in-transit protection
Data protection between buyer and supplier networks IPsec or TLS VPN gateway
Data protection within supplier network IPsec or TLS VPN gateway

Availability and resilience

Availability and resilience
Guaranteed availability Clients can be refunded a calculated sum for the time the service is off line, this calculation is made from the service which is a contractual agreement and calculated on time duration. An application can be submitted and once the reason for the outage is confirmed and agreed an authorised a credit will be added to the clients account.
Approach to resilience Main-Tel Hosted Voice platform is equipped with a hardware backup system working in parallel in a co op location along with a backup service provider internet connection from a different service provider located in a Teir 3 Data centre. 99.9% Uptime.
Outage reporting Email alerts are distributed to the named representative on the contract every 4 hours.

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication
  • Dedicated link (for example VPN)
  • Username or password
Access restrictions in management interfaces and support channels Our supplier Managment interface/tool allows full restriction for user and manager interface/services.
Access restriction testing frequency At least every 6 months
Management access authentication
  • Dedicated link (for example VPN)
  • Username or password

Audit information for users

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 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 No
ISO 28000:2007 certification No
CSA STAR certification No
PCI certification No
Other security accreditations No

Security governance

Security governance
Named board-level person responsible for service security No
Security governance accreditation No
Security governance approach Understanding the criticality of information and information security to
the organisation. The potential for technologies to dramatically change organisations and business practices, thereby creating new governance.
Information security policies and processes The Chief Information Officer (CIO) is responsible for establishing, maintaining, implementing, administering, and interpreting organization security policies.
The policy also applies to all voice and data communication systems owned by Main-Tel, The poicy we have in place covers prohibited unauthorized access, disclosure, duplication, modification, diversion, destruction, loss, misuse, or theft of this information.
All staff are trainined in our current security policies and how to handle data security and the reporting structure.

Operational security

Operational security
Configuration and change management standard Supplier-defined controls
Configuration and change management approach Our process always consider the Configuration identification, configuration management planning, configuration control, configuration status tracking/accounting & configuration verification and audit. The managent of these proces are ealulated for security threats at all stages of th eprocess.
Vulnerability management type Undisclosed
Vulnerability management approach Threats are monitored via our service provider and Information relating to threats are supplied to us. All patches are deployed over night to the controlling server whilst the secondary server manages the voice network.
Protective monitoring type Undisclosed
Protective monitoring approach Our SIP service provider has an active monitoring software allowing all traffic to be analysed. If a threat is flagged the service will be restricted and an email sent to the authorised email address. This process can be implemented immediately via the SIP provider until further investigation has been completed and threat removed.
Incident management type Undisclosed
Incident management approach The first goal of the incident management process is to restore a normal service operation as quickly as possible and to minimize the impact on business operations, thus ensuring that the best possible levels of service quality and availability are maintained. Users report issues to our generic fault report email address or telephone number supplied upon completion of installation. Incidents reported are issued a fault number, once the fault has been resolved a final fault report will be emailled, which will include engineering notes and any other instructions required to be implemented.

Secure development

Secure development
Approach to secure software development best practice Supplier-defined process

Public sector networks

Public sector networks
Connection to public sector networks No


Price £6.00 to £14.00 per user
Discount for educational organisations No
Free trial available No


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