Redcentric Solutions Limited

Hosted Telephony (VoIP) - Broadsoft

Unity IP Voice is Redcentric’s hosted enterprise voice solution (VoIP) for organisations needing to update their existing telephony system but who are also looking to control equipment, training and operational costs, and boost the resilience of critical telephony services. Part of our public sector IT services portfolio.

Features

  • Feature Rich Hosted Collaboration Service
  • HD Quality Voice and Video
  • Collaboration with Instant Messaging and Presence Capability
  • Unified Messaging - Voicemail to Email Integration
  • Full Mobility via iOS and Android Mobile Phones and Tablets
  • Integration with Microsoft Applications - Email / Calendar / Sharepoint
  • Contact Centre Integration
  • Integration with 3rd Party Business Applications - CTI / CRM
  • Web Administration / Management Portal
  • Online Reporting Suite

Benefits

  • No Up Front Capital Investment
  • Pay Per User Per Month Service
  • Fully Managed Service - No Upgrade or Maintenance Charges
  • Significant Cost-Savings Compared To On-Premise Solutions
  • PSTN Connectivity Included, No Additional ISDN Line Rental Charges
  • 24/7 Support via Telephone, Email and Web Portal
  • Dual Data Centre Hosted Service for Increased Resilience
  • Improved Business Continuity / Disaster Recovery
  • Hybrid Approach For Managed Implementation
  • Number Portability Available for Seamless Migration

Pricing

£3 per licence per month

Service documents

Framework

G-Cloud 11

Service ID

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

Contact

Redcentric Solutions Limited

Emma Banner

0800 983 2522

tenders@redcentricplc.com

Service scope

Software add-on or extension
No
Cloud deployment model
  • Public cloud
  • Private cloud
  • Hybrid cloud
Service constraints
Redcentric is committed to continually improving and expanding its core network and data centre capabilities, thus striving to provide the highest levels of service to its customers. In order to facilitate these improvements, it is necessary to carry out essential work from time to time. These activities are carefully scheduled through the use of an internal change control process which is designed to present maximum visibility of that change and thereby ensure that planning and implementation are carried out to minimize the effect on customers and their network services.
System requirements
  • Domain Name Services (DNS)
  • DHCP Enabled LAN
  • Power over Ethernet (PoE) Enabled LAN
  • Redcentric provided QoS enabled MPLS network
  • Purchase of new or use of compatible supportable handsets

User support

Email or online ticketing support
Email or online ticketing
Support response times
We aim to acknowledge all Advice and Guidance requested within 15 minutes. Response times will depend on the request type and level of detail required. We typically aim to provide an initial response within 1 hour of the request being made however this can vary dependent on the nature of the request.
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
Redcentric’s customer service operation is available 24/7/365 and can be contacted by telephone, email or via the customer portal.
Support is included at no additional cost with Redcentric's services. Redcentric has one direct point of contact for customer support, which deals with all aspects of the service. The Redcentric customer services team takes full responsibility for supporting and logging problems and technical support queries. Their specific role is to ensure that all telephone, email and portal queries are answered and resolved as promptly as possible.
Redcentric has a team of Technical Account Managers and Cloud Support Engineers available. These teams are not included as a standard service and are charged based on the published SFIA rate card.
Support available to third parties
Yes

Onboarding and offboarding

Getting started
On-Boarding comprises of a project managed, five-phase technical and business consultative process.
Phase1: Voice Project Definition workshop - Redcentric presales to work with the customer to clearly capture & document the IPT requirement(s).
Phase2: PoC – Where required to build a POC to demonstrate all agreed feature functionality. Customer sign-off required prior to the next phase.
Phase3: Porting Requests Submitted - If required, porting requests will be submitted to the Losing Communications Providers (LCPs).
Phase 4: Site Build/Rollout - On the day of the go-live, Redcentric will rollout the IPT services, update the associated customer’s billing account(s) and assign all ported/new numbers to the account.
Phase5: Customer Training – Admin and floor walking. Delivered on-site or web session(s) defined during project definition workshop.

Upon expiration of the IPT Service contract where Customer chooses not to renew with Redcentric. The decommissioning process:
Phase1:- Contractual
Expiration of service contract or Customer decides not to renew. This may include early termination by the Customer, subject to payment of early termination fees.
Phase2: - Service Decommission
Cessation of IPT Service and associated features. Plus, the removal of user accounts from core platform(s).
Phase3: - Porting out of numbers from Redcentric to the gaining party.
Service documentation
Yes
Documentation formats
  • HTML
  • PDF
  • Other
Other documentation formats
.MP4
End-of-contract data extraction
EXIT PLAN
The Exit Plan shall, unless otherwise agreed with the Customer:
• address each of the issues set out in this Exit Plan in order to assist the Customer in facilitating the transition of the Redcentric Services from Redcentric to a replacement supplier, or the Customer ensuring to the extent reasonably possible that there is no disruption in the supply of Services and that there is no deterioration in the quality of delivery of the Services during any period of transitional assistance;
• provide an estimate of the scope of transitional assistance that may be required by the Customer and suggest how such assistance might be provided (if required); and
• provide an estimate of Redcentric’s personnel that may be required to provide transitional assistance and suggest the management structure to be put in place and employed to provide such transitional assistance.
AGREEMENT TERMINATION
On termination or expiry of the Service Agreement, the Customer must undertake the following responsibilities:
• agree a time and date for the Redcentric owned equipment to be removed; and then
• remove the Customer’s equipment at the agreed time on the agreed date in a sequence to be specified by the Customer
End-of-contract process
Where the Customer requests the provision of additional transitional assistance, in addition to their initial requirements, Redcentric shall provide such assistance as an additional service. The additional transitional assistance shall be chargeable at the Redcentric prevailing time and materials consultancy day rates.

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+
  • Opera
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
The system has been designed to have a consistent look and feel across all supported desktop, laptop and mobile platforms
Service interface
Yes
Description of service interface
The service is managed via a secure online portal access through a users browser. Users are managed via Role Based Access Control.
Accessibility standards
None or don’t know
Description of accessibility
Our online services are written in open source code and are accessible from most major Hardware and Software accessibility devices.
Accessibility testing
None.
API
No
Customisation available
Yes
Description of customisation
The base service can be configured to support additional feature functionality by the addition of additional/enhanced service overlays.
Customers are able to customise items such as In Queue, Voicemail and welcome messages to better tailor the service to meet organisational requirements. In addition to the basic messaging and call routing customisation, customers can also look to integrate the core service with 3rd party applications by way of partner overlay services.

Users are able to manage organisational moves and changes by way of a self-service portal (role permitting).

Scaling

Independence of resources
The architecture of the system and platform is such that the availability of required services is constantly managed. This ensures that high utilisation or demand at peak times by an individual customer will not affect other customers.

Analytics

Service usage metrics
Yes
Metrics types
Inbound/Outbound calling reports, calculated cost reports, destination report, abandoned call report, ring time to answer report,
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 Security Clearance (SC)

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 CHECK service provider
Protecting data at rest
  • Physical access control, complying with another standard
  • Encryption of all physical media
  • Other
Other data at rest protection approach
In the majority, Redcentric does not have access to any raw data which is stored by customers, as such customers must define how data at rest is encrypted and they must manage this themselves. In all cases, Redcentric recommends that data at rest be encrypted using full disk encryption configured using a minimum of AES256. Where customers request that Redcentric manage storage and thus by implication have access to data at rest also, AES256 full disk encryption is implemented. In the event that Redcentric personal have either direct to indirect access to data, only SC cleared members are staff utilised.
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
Users can export call usage data through the standard reporting tools
Data export formats
  • CSV
  • Other
Other data export formats
  • PDF
  • Excel
Data import formats
CSV

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

Availability and resilience

Guaranteed availability
<Add SLA here>
Any reduced charges under this Service Level Agreement will be confirmed by credit note issued by Redcentric to our customers, confirming the adjustment to be made to the following monthly charge. The availability Service Level is calculated at the end of each measurement Period and is calculated as follows: Percentage Availability = ((MP-SU)x100)/MP Where: MP = Measurement Period. This is the total number of minutes in the measurement period. SU = Service Unavailability. This is the total number of minutes in the measurement period when the Service is not available for use by the Customer for reasons other than those set out below.
<Add exemptions here>
Approach to resilience
Due to the secure nature of the services Redcentric provides, this information is available on request.
Outage reporting
During a system outage, Redcentric will communicate with our customers via email and/or SMS. Regular updates are also provided via the Redcentric customer portal. The assigned Service Manager will also provide a detailed report following any outage detailing the cause of the outage and what mitigation has been put in place to prevent the issue repeating in the future.

Identity and authentication

User authentication needed
Yes
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
Redcentric utilises a centralised RBAC (Role Based Access Control) access control system based on the concepts of Least Privilege and Segregation of Duty to manage Redcentric system administrator and Data Centre Operations access to customer data and solutions. This access control system is subject to regular audit under our ISO 27001 accreditation and ISMS. All Redcentric logical access to the customer hosted data must traverse our management environment, which provides segregation and logging controls. Management activity logs are retained in a secure (read only) manner for at least one year and are sufficient to provide individual accountability.
Access restriction testing frequency
At least once a year
Management access authentication
  • 2-factor authentication
  • Limited access network (for example PSN)
  • Dedicated link (for example VPN)

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
User-defined
Access to supplier activity audit information
Users contact the support team to get audit information
How long supplier audit data is stored for
User-defined
How long system logs are stored for
At least 12 months

Standards and certifications

ISO/IEC 27001 certification
Yes
Who accredited the ISO/IEC 27001
British Standards Institute (BSI)
ISO/IEC 27001 accreditation date
19/08/2020
What the ISO/IEC 27001 doesn’t cover
Hosting in external 3rd parties needs to be brought into scope on a per basis. This is a chargeable extra.
ISO 28000:2007 certification
No
CSA STAR certification
No
PCI certification
Yes
Who accredited the PCI DSS certification
Gemserv Ltd
PCI DSS accreditation date
04/04/2020
What the PCI DSS doesn’t cover
Requirement 1, 2, 3, 4, 5, 6, 7, 8, 10, 11. Appendix A1, A2
Other security certifications
Yes
Any other security certifications
  • Authorised to process HM Government data marked 'Official-Sensitive'
  • HSCN CN-SP Network provider
  • Accredited ISO9001: 2015 - Quality Management Standard
  • Accredited ISO22301: 2012 - Business Continuity Standard
  • Authorised to process and store Person Identifiable Data (PID)
  • Accredited ISO14001: 2014 - Environmental Management Standard
  • Accredited ISO20000-1: 2011 - IT Service Management Standard
  • PSN accredited for the provision of Infrastructure as a Service
  • Information Governance Statement of Compliance (IGSoC)
  • Data Security and Protection Toolkit Compliant

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
As a managed service provider that the delivers services into different vertical sectors (central government, NHS, legal, finance, manufacturing and so on), we take several measures to secure these assets. This requires work to implement, manage and be audited against a number of recognised security standards and frameworks. This benefits all our customers and also provides a recognised and repeatable methodology for delivering services to a higher security level, where required, for specific customer environments. Redcentric’s policy is to deploy individual customers using physical and logical segmentation appropriate to the client’s operational requirements. Segmentation techniques and technologies including MPLS IP-VPN security, firewalls and VLAN technology are used to ensure a high level of security. Testing is typically done at a service provider level so as to not impact specific customer deployments. It is the responsibility of Redcentric to provide an assured managed service infrastructure to deploy client services over. Whilst some aspects of security can be abdicated to the client’s service provider Redcentric recommend that customers perform their own assurance testing within the context of their business setting and context. Redcentric will always co-operate with customers around any testing activities and subsequent outcomes.

Operational security

Configuration and change management standard
Supplier-defined controls
Configuration and change management approach
Redcentric maintains an ISO 27001 audited configuration and change management process for customer hosting infrastructure. Initial customer hosting deployments are initially configured by a combination of automated provisioning tools and expert system administrators. Newly deployed infrastructure is subject to a peer review prior to being put live. Customer change management is performed according to Redcentric internal ticketing processes and workflows, providing customers with the ability to request and plan changes by Redcentric system administrators, authorisation mechanisms and visibility of work performed on their hosting environment.
Vulnerability management type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach
Redcentric proactively manages vulnerabilities within the corporate infrastructure and all infrastructure connected to or participating within 3rd party external networks such as the healthcare network, the public internet and other corporate or partner networks or customer hosting domains. Redcentric conducts quarterly or as required automated in-depth vulnerability scans of critical internal infrastructure including administrative and orchestration systems, underlying customer host servers, backup infrastructure, edge and intermediate firewalls and load balancers using Nessus. These scans are automatically parsed by our internal configuration and change management system and items requiring investigation escalated directly to DevOps.
Protective monitoring type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach
Redcentric can provides a range of protective monitoring services including vulnerability management and auditing and assessment services (such as SIEM). Redcentric will work with the customer to put in place an approach to Proactive Monitoring which meets the requirements of the customer.
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
Redcentric maintains a formal incident management process for internal and customer-impacting incidents that includes triage, containment and remediation and root cause analysis. Roles are defined to provide responsibility for overall command, communications and technical authority. Workflows and related information are managed by our centralised internal ticketing system. Redcentric will inform customers of any security incident that directly impacts on their hosting solution in a timely manner once detected. Redcentric defines a customer impacting security incident as a security-related problem which may have actively impacted on the confidentiality, integrity or availability of more than one customer.

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

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

Pricing

Price
£3 per licence per month
Discount for educational organisations
No
Free trial available
No

Service documents

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