CDW Limited

CDW 8x8 Audio Conferencing

HD Audio Conferencing service single click from 8x8's X Series (1-8), increases productivity, delivering a full collaborative solution via single web app, including conference calls with virtual online meetings; screen sharing; white-boarding; team meetings; video conferencing, Jitsi meeting experience (opensource); inbuilt telephony, IM & recording with call plans.

Features

  • Audio/video conferencing via desktop application, mobile app, online dashboard
  • Unified messaging via email, web/ online chat, Instant Messaging (IM)
  • Collaboration via online meetings, video chat/ video calls/ video conferencing
  • Platform interoperability, including Google, Office 365, Salesforce, Skype for Business
  • Plugins: Presence, caller ID database match, click-to-dial from application/ web
  • Audio/video call recording, screening, waiting. Full customer administration suite
  • Auto attendant for customisable automated call connect, transfers, queues, greetings
  • Cloud PBX: telephony with direct dial extension for every user
  • Conference call, private internal and external chat groups
  • Unified voicemail management, voicemail-to-email and in-app voicemail

Benefits

  • Unified Communications: enables digital transformation; agile, flexible working, and homeworking
  • Conferencing allows distributed workforces to interact as one unified organisation
  • Fosters cultural change: seamless user-controlled movement between phones and softphones
  • Enables external solutions to collaborate together as one chat room
  • Collaboration: rapidly conference with colleagues; data sharing/ file sharing
  • Reduced cost of support and maintenance via lower management overheads
  • Switch between devices, even during audio/video calls. Simple, intuitive
  • Reduces costs and complexity, providing excellent value for money
  • Deploy Unified Communications via the web for national connectivity
  • 8x8's specialist industry-expert teams for health, councils, housing authorities

Service scope

Service scope
Software add-on or extension No
Cloud deployment model Private cloud
Service constraints 8x8 performs planned maintenance periodically at no disruption to the customer. Customer-facing elements of the service, for example portals and softphones, are upgraded at customer convenience. Non-customer-facing elements, for example PBX functionality, are upgraded with full service continuity maintained throughout.
System requirements
  • Personal computer, MacBook or web browser-enabled device
  • A high-speed connection to the Internet
  • IP telephone device Mobile access –iOS and Android only

User support

User support
Email or online ticketing support Email or online ticketing
Support response times 8x8’s UK-based Technical Support team has a target time for initial response of 30 minutes, for Critical and High priority issues; and one hour, for Medium and Low priority issues. Core business hours for the Customer and Technical Support teams are Monday-Friday, 08:00-18:30, to respond to emails and phone calls. Customers that are on the 24x7x365-day customer list will receive support outside of core business hours which may include support from our global support centres outside of the UK in order to maintain this service level.
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 No
Support levels N/A
Support available to third parties No

Onboarding and offboarding

Onboarding and offboarding
Getting started On contract signing, your services shall be provisioned, an account is created and your administrator shall receive instructions and credentials allowing you to access and use the services. However, our Project Services teams work together with you to help you start using our service. They work in parallel to provide you the necessary knowledge and training to setup, design, configure, maintain and use the solution efficiently and to ensure a smooth transition to the service. These teams use PMI methodology in line with PRINCE2 principles. From contract signing until the transition to our Support teams, the Project Services team will help you through the onboarding process. Project lifecycle process and governance is implemented from day one until closure.
We offer training courses and resources across multiple services. Our courses, along with customer adoption materials, help you get the most from your 8x8 system. Courses are offered open enrolment, via virtual classroom with hands-on exercises and labs, and accompanying user adoption kits. Content includes co-branding, best practices, resource guides, and an eBook with free online videos, tutorials, and starting tips. This approach provides sustainability, and fast onboarding for new users. Other delivery and customisation options are also available.
Service documentation Yes
Documentation formats
  • HTML
  • PDF
End-of-contract data extraction Within 24 hours of the expiry of the Contract, data is automatically deleted from 8x8 systems. Customers must utilise the built-in product features which provide data exports, or utlise the APIs that give direct access to raw data and export whichever data elements are required to be retained before the expiry or data will become irrecoverable. If a customer requires data to be made available beyond the end of the contract, additional fees will apply.
End-of-contract process All data is deleted on contract expiration. Customers are responsible for offloading any data contained on the 8x8 Cloud before expiry utilising the built in tools and APIs of the 8x8 products. After expiry of the contract, data is rendered unrecoverable. If a customer requires data to be made available beyond the end of the contract, additional fees will apply.

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 9
  • Internet Explorer 10
  • Internet Explorer 11
  • 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 Mobile accessibility via a download free app; iOS and Android only. The application looks and works in the same way for the mobile device as the desktop service.
API Yes
What users can and can't do using the API 8x8 has a common language (RESTful) and open API policy, where users proficient in URL-based HTTP APIs can inter-operate across 12 8x8 pre-written APIs. These enable multiple functions, for integration, for example with common CRM/ ERP; Service & Support; Productivity and Service & Security applications. Various bespoke functionality features can be achieved with the APIs. Depending on the proficiency of the user, multiple APIs can be used to widen functionality. Changes are made by the simple manipulation of the HTTP codes. The use of APIs must be by proficient users, familiar with these programming techniques.
API documentation Yes
API documentation formats Open API (also known as Swagger)
API sandbox or test environment Yes
Customisation available No

Scaling

Scaling
Independence of resources Systems are scale-out, cloud based. Resources are automatically added as required based on load and utilisation. The 8x8 Architecture team review design and proposed implementation of all new systems before going into operation to challenge assumptions and ensure scale, reliability, availability, security etc. have been considered. A dedicated Quality Assurance team run automated and manual tests against a replica production platform to verify the engineering solution meets 8x8 standards which include load testing.

Analytics

Analytics
Service usage metrics Yes
Metrics types A wide variety of online reporting and raw data stats via API are available. Historic reporting includes template based and user configurable data selection, displayable on-screen and exportable in a range of data formats. Live statistics are available on wallboards with configurable statistical measurements that are updated and displayed live. APIs can be utilised to query both live and historic data where a customer wants to utilise the data elsewhere, or potentially make business decisions based on live calling statistics.
Reporting types
  • API access
  • Real-time dashboards
  • Reports on request

Resellers

Resellers
Supplier type Reseller providing extra support
Organisation whose services are being resold 8x8

Staff security

Staff security
Staff security clearance Conforms to BS7858:2012
Government security clearance None

Asset protection

Asset protection
Knowledge of data storage and processing locations Yes
Data storage and processing locations
  • United Kingdom
  • European Economic Area (EEA)
  • EU-US Privacy Shield agreement locations
User control over data storage and processing locations No
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 In-house
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
  • Scale, obfuscating techniques, or data storage sharding
Data sanitisation process No
Equipment disposal approach In-house destruction process

Data importing and exporting

Data importing and exporting
Data export approach A number of online tools exist in the 8x8 applications, as well as low level access to data stores through the APIs.
Data export formats
  • CSV
  • Other
Other data export formats
  • PDF
  • JSON
  • XML
  • XLS
Data import formats
  • CSV
  • Other
Other data import formats
  • XML
  • JSON

Data-in-transit protection

Data-in-transit protection
Data protection between buyer and supplier networks TLS (version 1.2 or above)
Data protection within supplier network TLS (version 1.2 or above)

Availability and resilience

Availability and resilience
Guaranteed availability We aim to have our Services available to Customers 24x7 and include a SLA for system availability as well as call quality. 8x8 use commercially reasonable efforts to provide Customers with average annual Services availability equal to or greater than 99.95%. 8x8’s records and data are basis for all service availability calculations and determinations. 8x8 use commercially reasonable efforts to respond to Unplanned Service Interruptions, 24x7, that are reported through one of 8x8’s Customer Support channels. To receive Service Credits, the Customer must notify 8x8 within 30 days from the time Customer becomes eligible to receive Service Credits. Failure to comply with this forfeits Customer’s right to receive a Service Credit. The Service Credit will be issued on the 8x8 invoice for the period following the Customer’s request for the Service Credit, unless the Service Credit is due in the Customer’s final month of the Term. In such a case, the Service Credit refund will be mailed to the Customer.
Approach to resilience A dedicated Architecture team review all material changes to service definitions and products, before release, as part of 8x8's New Product Introduction (NPI) process. This review challenges design and implementation, looking for service risks. System components are systematically reviewed and assessed for risk using a "Failure Mode and Effects Analysis" methodology, scoring the risk based on methods of failure detection, whether failover is automated, how long failover takes, severity of impact of the failure, and likelihood of the failure. Where a component or system exceeds an acceptable risk, the proposed system solution is rejected and the engineering are required to refactor the solution, or offer mitigations for concerns. Mitigations may include accelerated detection methods, additional redundancy, reduced recovery times, or may require lower level software changes to survive more readily the failure modes.
Outage reporting The 8x8 NOC provide management alerts for any customer affecting outage (and any security breach should one occur). The management alerts are sent via dedicated messaging channels to responsible individuals around the world, and include an audio conference bridge. The support organisation are included in the management notification group, and have a dissemination process for reporting to customers utilising a web based Support Portal. If more than one customer is affected a Master ticket is created and all customer portals are updated automatically if the Master ticket is updated. Updates are added to the ticket as they occur, consolidated if many changes are occurring, and the update messages state when the next update will be issued, if nothing changes by that time.

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication Other
Other user authentication The 8x8 services is accessed using a Single Sign-on solution (from Octa.com) that presents authorised users with a panel containing icons for all products and tools, no further authorisation is required to access them
Access restrictions in management interfaces and support channels All systems are built on the principal of minimum access given. GDPR training is also given to all staff and Policies and Training are given to ensure staff understand how to comply,. New starters and staff changing role are given access to systems they require to perform their job role by system owners upon appropriate authorisation.
Access restriction testing frequency At least every 6 months
Management access authentication Other
Description of management access authentication N/A

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 Less than 1 month
How long system logs are stored for Less than 1 month

Standards and certifications

Standards and certifications
ISO/IEC 27001 certification Yes
Who accredited the ISO/IEC 27001 Alcumus
ISO/IEC 27001 accreditation date 18/10/2018
What the ISO/IEC 27001 doesn’t cover Software development, Infrastructure Operations, Product Management, HR and all offices outside the UK are not covered by our ISO 27001 certification.
ISO 28000:2007 certification No
CSA STAR certification Yes
CSA STAR accreditation date 01/03/2019
CSA STAR certification level Level 1: CSA STAR Self-Assessment
What the CSA STAR doesn’t cover None
PCI certification No
Other security certifications Yes
Any other security certifications
  • FISMA
  • HIPAA

Security governance

Security governance
Named board-level person responsible for service security Yes
Security governance certified Yes
Security governance standards Other
Other security governance standards 8x8 is certified FISMA/NIST 800-53 rev 4, being a superset of FedRAMP and SOC II Types I and II, GLBA and FFIEC. 8x8 is also HIPAA certified (for health information). In the UK, 8x8 additionally has ISO27001 certification.
Information security policies and processes The 8x8 SIEM team, who report into the Global Information Security and Compliance Manager, who themselves report into the group CISO, manage the proactive monitoring of information risk bulletins from both government and commercial security organisations, and reactive monitoring of 8x8 systems for security events. This team manage any actions required to be performed by Engineering or Operations teams. Ongoing internal audits by dedicated auditing staff monitor for compliance to all standards 8x8 are certified for. HR sanctions are utilised to ensure enforcement. 3rd party auditing is carried out annually or as often as the certification standard recommends. All auditing teams report into the global CISO team. 8x8's CI/CD - Continuous Integration/Deployment systems ensure that at all stages of the engineering lifecycle the appropriate security tests have been performed. 8x8 practices secure coding, with multiple virtual teams existing. Starting with an Architectural review at the start of new projects, ongoing code checking by both manual peer review by security staff and automated reviews with Veracode SAST and Greenlight. Qualys, Tenable Nessus Pro and Veracode DAST and SAST scans are operated throughout our systems on a continuous basis

Operational security

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 The asset management system tracks location, support agreements, manufacturers warranties, and EOL dates. Operations process that are "Business As Usual" include disc swaps for both faulty and EOL changes. BAU processes are fixed and tested, and require no further authorisation. Non-BAU changes require operations review and approval. Changes that are software releases must have multiple sign-offs, including Architecture, Operations and Support department.
Vulnerability management type Supplier-defined controls
Vulnerability management approach All 8x8 production software goes through security review and testing pre-production, including Penetration Testing using multiple tools. Any security issues found are remedied before release. Additional continuous testing is run against production systems (to cover systems which may remain unchanged for long periods). For these systems, the speed of patch deployment depends on the criticality. If 8x8 deems it high priority, 8x8 addresses it immediately. If medium priority, within a week. If low, within two weeks. The SIEM team also review security bulletins from both government and commercial security organisations.
Protective monitoring type Supplier-defined controls
Protective monitoring approach The SIEM team constantly monitors Firewall, Network, IDS and IPS system alerts. In the event that a suspected or actual breach were to take place, escalation to senior management occurs whilst an assessment of the scope of the breach or potential breach is undertaken. Affected customer(s) are notified through the Support Portal. All data customers are processing or storing on 8x8 systems is treated as Sensitive, any suspected data loss is treated as a loss of "sensitive" data, and appropriate actions taken. Any notification processes are operated in parallel to ensuring any breach is blocked, and re-occurrence prevented.
Incident management type Supplier-defined controls
Incident management approach The 8x8 24 hour NOC manages all types of incident, including Service and Security incidents, and whether proactively detected or reported by customers. Senior management notification occurs whilst an assessment of the scope of the incident is undertaken. Affected customer(s) are notified through the Support Portal. Any notification processes are operated in parallel to resolving the incident if it is ongoing. The 8x8 Support organisation handles customer facing communications, including initial triage of incident reports and assessment of severity. Security incidents or Service outages result in an RCA process including cross-functional reviews, resulting in a customer facing Incident report.

Secure development

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

Public sector networks
Connection to public sector networks Yes
Connected networks Joint Academic Network (JANET)

Pricing

Pricing
Price £7.90 to £114 per unit
Discount for educational organisations No
Free trial available Yes
Description of free trial 8x8 is able to undertake to provide a structured and controlled formal Proof of Concept (POC). This would be on a trial basis which would require further scope, measurement criteria and consideration of potential cost implications to be agreed.
Link to free trial N/A

Service documents

pdf document: Pricing document pdf document: Skills Framework for the Information Age rate card pdf document: Service definition document pdf document: Terms and conditions pdf document: Modern Slavery statement
Service documents
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