Exchange Communications Installations Ltd

Exchange Communications SIP Trunks

Exchange Communications SIP Trunks are more cost effective and provide more flexibility than a traditional phone service. They are quicker to install and offer comprehensive disaster recovery options to help protect your business. Our SIP service is backed up by a dedicated 24/7 support available 365 days a year.


  • Comprehensive disaster revovery options to help protect your business
  • Number remains the same if and when you move premises
  • Compatible with leading IP PBX brands
  • Line rationalisation
  • Dedicated 24/7 support available 365 days a year


  • Reduced call costs
  • Save on network costs
  • Always keep the same number
  • Look local
  • Calls get priority over other data
  • In-built options make sure your customers can always get through
  • Single network means simpler to manage


£5.40 per unit per month

Service documents

G-Cloud 9


Exchange Communications Installations Ltd

David Morse

0141 565 0069

Service scope

Service scope
Software add-on or extension No
Cloud deployment model Hybrid cloud
Service constraints Planned maintenance is performed to have zero impact. Software upgrades to the platform are scheduled in advance to have zero downtime. It may not be possible for users to remain on the previous version.
System requirements None

User support

User support
Email or online ticketing support Yes, at extra cost
Support response times Standard - 2 hours
weekends - 8 hours
Quicker response times available through support contract
User can manage status and priority of support tickets Yes
Online ticketing support accessibility WCAG 2.0 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 Bronze - 09:00 to 17:00 Mon-Fri excluding public holidays, Phone/Fax/ email support, Proactive monitoring, Dedicated service desk team, customisable notification, Remote diagnostics, Escalation process Price per Annum 5% of RRP of supported item Silver (level 1) - As per Bronze except preventive maintenance Price per annum - 10% of RRP of supported item Silver (level 2) - As per Silver Level 1 except 08:00 to 20:00 Mon-Fri excluding public holidays Price per annum - 12% of RRP of supported item Gold - As per Silver level 2 except 24x7x365 excluding public holidays Price per annum - 15% of RRP of supported item Platinum - 24x7x365 as per Gold including Software release management Price per annum - 18% of RRP of supported item All clients receive a named service desk contact and primary expert engineer. Mutually agreed SLA's - 30 mins to 1 day response times, 1 hour to 2 day fix times available
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started Exchange Communications are able to offer a number of Value Added Services to assist in the transition of the solution. We have a pedigree with all our Public Sector companies of going that extra mile or above and beyond to make sure that the customer is happy and all Exchange Communications supplied services are working perfectly. At Exchange we have a fully dedicated Managed Services Team who are able to be a lot more agile in answering and dealing with faults. When you call our BSI accredited Service Desk, you will speak directly to the team who will ask the correct questions, and work on the system remotely as you discuss the issue. The Managed Services Team have direct access to all the Tier 1 carriers in the UK and if a fault is raised you will have confidence that they will be dealing with the enquiry and keeping you notified throughout the term of the fault to make sure that you know what stage things are at. We understand how difficult it can be to deal with the tier 1 carriers direct, our team will ensure that we take the stress out of the situation
Service documentation Yes
Documentation formats
  • HTML
  • PDF
End-of-contract data extraction Exchange will fully co-operate with the client during any potential transition and handover period arising from the completion of a contract. The co-operation, during the setting up operations period of the new contract will extend to allowing full access to, and providing copies of, all documents, reports, summaries and any other information necessary in order to achieve an effective transition without disruption to routine operational requirements.
End-of-contract process Exchange are able to provide a full list of individual DDIs including area codes, the name of their underlying Direct Supplier, the account (or reference) number and billing address for all these services that are supplied via Exchange, prior to any port. This complete set of information, included on every monthly invoice for services, is key to a successful and smooth transition to another Provider as any incomplete requests will be rejected by the current provider. This list would be used to select and confirm the set of DDIs / services that were to be ported and must be signed off as accurate. All call data is preserved on Exchange’s billing platform for a minimum of two years so that historic comparisons and queries can be made. Exchange cannot prevent any such port if initiated by the client and would simply invoice for the services as per any original contract until its termination date with Business-As-Usual continuing until that date.

Using the service

Using the service
Web browser interface No
Application to install No
Designed for use on mobile devices No
Accessibility standards None or don’t know
Description of accessibility Not Applicable
Accessibility testing None
Customisation available No


Independence of resources Not Applicable. Every SIP account has their own individual account, separate from other users.


Service usage metrics Yes
Metrics types Exchange Communications are able to provide a report with monthly usage detailed on an itemised basis and costs accrued. We also routinely provide a link to a web portal to access call details on an ad hoc basis at any point during the month. The report output can be filtered per billing period by telephone number, selecting dates and times, call duration, costs, etc. The results are displayed on screen and if anything is of interest can be exported to a CSV file for further analysis or archiving. Alternatively the reports section of the webportal allows selection from pre-defined reports.
Reporting types
  • Regular reports
  • Reports on request


Supplier type Reseller providing extra features and support
Organisation whose services are being resold Gamma and BT Wholesale SIP trunks

Staff security

Staff security
Staff security clearance Other security clearance
Government security clearance Up to Developed Vetting (DV)

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 Managed by a third party
Penetration testing frequency At least every 6 months
Penetration testing approach In-house
Protecting data at rest
  • Physical access control, complying with another standard
  • Encryption of all physical media
Data sanitisation process No
Equipment disposal approach A third-party destruction service

Data importing and exporting

Data importing and exporting
Data export approach Any report data of interest can be exported to a CSV file for further analysis or archiving.
Data export formats
  • CSV
  • Other
Other data export formats
  • PDF
  • Word
Data import formats
  • CSV
  • Other
Other data import formats
  • PDF
  • Word

Data-in-transit protection

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

Availability and resilience

Availability and resilience
Guaranteed availability The availability SLAs for the SIP trunks are as follows;
SIP Trunk Endpoint Resilient - 99.99%
SIP Trunk Endpoint Standard - 99.95%
The following shall not be included when calculating the Service Levels: Outages which are deemed to be the result of matters outside of our direct control, Planned or notified emergency maintenance works, User error
A Resilient build SIP Trunking means a configuration such as dual Session Border Controllers in active/standby mode offering geographic diversity.
Approach to resilience Available on request
Outage reporting We have automated email alert system to report any outages

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 We do not allow users direct access to the configuration tools of the SIP trunk service
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 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 At least 12 months
How long system logs are stored for User-defined

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 Yes
Security governance accreditation Yes
Security governance standards Other
Other security governance standards We are currently working towards ISO/IEC 27001 accreditation
Information security policies and processes As part of the Data Protection Act 1998 it is the company’s responsibility to identify and specify to all workers undertaking work on behalf of Exchange Communications whether permanent, temporary, agency or sub-contractor staff the appropriate processes and procedures to enable compliance with the Data Protection Act.
Ultimate responsibility for this is held by our Managing Director although the IT Security Manager – Isobel Bell ensures that the policies are adhered to on a day-to-day basis through regular consultation with Line Managers and monitoring of the relevant processes.
Staff are encouraged to flag up potential breaches. Breaches are recorded and classified according to their severity with appropriate action ranging from reminding staff of their responsibilities to adhere to policy; amending or improving internal processes to ensure the breach cannot be repeated; and in the most serious circumstances where breach has been deliberate and for personal gain or advantage formal disciplinary procedures will be followed.

Operational security

Operational security
Configuration and change management standard Supplier-defined controls
Configuration and change management approach Our approach to Change Management is to keep the process simple to use. For all contracts we follow a documented process to classify, record and approve changes to the scope of work. Either party may request changes in accordance with the following standard procedures;
• Initiate The Change Request
• Respond to a Change Request
In the event such Change Request is initiated we shall:
(i) specify how it will be implemented;
(ii) describe the effects it will have on performance;
(iii) describe additional savings that would result;
(iv) the time period to implement.
• Update Change Control Register
Vulnerability management type Undisclosed
Vulnerability management approach The carriers used have automated and configurable toll fraud tools that alert our staff if fraudulent activities are suspected. Triggers for alerts can be programmed and Exchange also has a number of in-house processes to monitor for suspicious activity. We routinely select monthly invoices for inspection where a pattern of routine monthly spend has been breached.
Exchange's activities are not to be considered to be “instead of” correct controls. Correct programming of Class of Service and Class of Restriction for users is essential to stop fraud from occurring; rather than identifying a problem and trying to retrospectively mitigate its impact.
Protective monitoring type Undisclosed
Protective monitoring approach We use our reporting tools to constantly scrutinise accounts to identify:
• calls being made after hours or at weekends from offices that only operate during standard business hours, Monday – Friday;
• calls being made to premium 09xx / 087x numbers on services where these are not barred;
• excessive use of 118 services
• the top ten / twenty calls made per service by cost
In addition if offices are known to be unoccupied it can be advantageous to restrict all outbound calls during the night, over the weekend and during holidays by configuration of the ISDX system.
Incident management type Undisclosed
Incident management approach As part of our Quality Management accreditation we have documented processes covering “Maintenance”, “Fault Reporting” and “Escalation”. Our ‘single point of contact’ award winning service desk is available 24/7/365 days and deals with all reported incidents. Incidents can be reported by using Phone, Email or Interactive Website. Upon reporting an incident, details are entered onto our Salesforce CRM. A unique reference number is issued by which subsequent enquiries pertaining to the fault can be tracked. Full reports covering all incidents logged onto our CRM system will be produced and reviewed.

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 £5.40 per unit per month
Discount for educational organisations No
Free trial available No


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