Foehn

Cloud VoIP

Foehn's Cloud Phone System provides a highly resilient voice platform with industry leading service uptime. We proactively monitor and manage quality of service across our network under a SLA with 24x7x365 expert technical support. Foehn’s Cloud Phone System enables organisations to make significant cost savings, while improving efficiencies and flexibility.

Features

  • Easy to use web-portal: for business wide and user level
  • Voicemail to email
  • Call recording
  • Click to dial application
  • Conference calls
  • Keep your existing numbers
  • Auto attendant/IVR: advanced call routing options
  • Mobile twinning: never miss a call
  • CRM application integration
  • Call schedules

Benefits

  • Significant savings of up to 40%
  • Improved efficiencies, features & flexibility
  • Our helpdesk is staffed 24/7 by engineers
  • Unrivalled ability to integrate with third-party platforms
  • Flexibility for home and remote working
  • Scalable to add or remove users as per your requirements
  • Highly resilient, five 9’s reliability and industry leading service uptime
  • Highly competitive call rates
  • Access to a suite of reporting tools
  • Use existing hardware

Pricing

£3.00 to £6.50 per user per month

  • Free trial available

Service documents

G-Cloud 9

390058159078360

Foehn

Julian Barrow

02089407919

julian.barrow@foehn.co.uk

Service scope

Service scope
Software add-on or extension No
Cloud deployment model Private cloud
Service constraints No constraints
System requirements No system requirement

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Service Desk requests are triaged and assigned a priority subject to an SLA. We have targets to acknowledge and respond.
User can manage status and priority of support tickets Yes
Online ticketing support accessibility WCAG 2.0 AAA
Phone support Yes
Phone support availability 24 hours, 7 days a week
Web chat support Web chat
Web chat support availability 9 to 5 (UK time), Monday to Friday
Web chat support accessibility standard None or don’t know
How the web chat support is accessible If you have a disability and you need help to get the most out of your regular telephone we can be contacted at mail@foehn.co.uk about access features that can be made available to help you stay in touch using your phone.

If you can’t speak or hear on your phone the Next Generation Text Service (http://ngts.org.uk/) could be of help to you. The Next Generation Text Service consists of a group of relay assistants waiting to relay phone conversations between a text-user and a phone-user. When making a phone call a text-user 'talks' by typing to the relay assistant who speaks their words to the phone-user, and then the relay assistant types the phone-user's spoken reply to the text-user.

We work with a number of partners for providing access features including text relay. For more information visit http://ngts.org.uk/ you can find out how text relay works and the devices it operates on.

If you are unable to access directory information, let us know by contacting us on 0330 403 0000 and we can arrange to supply you Directory information in a form that you can use.
https://www.foehn.co.uk/Accessibility/
Web chat accessibility testing N/A
Onsite support Yes, at extra cost
Support levels Foehn provide Account Management and Service Management services.

Account Manager is responsible for:
• The overall relationship between Foehn and the customer
• Providing product and service updates/roadmaps
• Quarterly Account Management meetings

Service Delivery Manager is responsible for:
• Service management including the Foehn Service Desk
• Contact for escalations and questions on policies and procedures
• Facilitate contact with other Foehn departments
• Provide service management information as required or through regular service reviews

Proactive Monitoring
Proactive monitoring of network and platform elements at our two data centres and on-site equipment at customers’ premises.

Incident Management
Working with customers to resolve service issues.

Change Management
Whilst we provide a configuration portal to our customers to enable ongoing change, we are always on-hand to perform additional enhancements to our solution as our customer’s needs change.

Service Level Schedule
Service levels are defined by the Priority level of the incident. We aim to acknowledge a ticket within one hour of receiving it. An acknowledgement is defined as an engineer has read, categorised and prioritised a request. After acknowledgement, a ticket is assigned to an engineer or resolver group. After assignment, the engineer has a resolve target.
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started As part of any customer on-boarding process, Foehn ensure all the training requirements are gathered to ensure the customer and their users are fully empowered to use the service from go-live.  The training we are able to provide can either be delivered by web conference or onsite and includes:
Administration Training
End User Training
Train the trainer (for larger deployments)
Handset Training
All training modules are supported by training collateral (printed and video)
Service documentation Yes
Documentation formats
  • HTML
  • PDF
End-of-contract data extraction Provided on request or via the portal
End-of-contract process At the end of the initial term (be it 12 months, 24 months or 36 months) the contract continues on a rolling basis to ensure all parties are covered by the terms and conditions of the Service.  It is possible to terminate the service by giving 90 days notice in writing and by completed a Cancellation Form.
If the Customer wishes to continue using the Foehn Service they can either do nothing and allow the contract to roll on a 90 day notice period or resign a new contract term and look to take advantage of any commercial benefits that may have arisen.
If the customer wishes to move away from Foehn and terminate the service they simply need to provide us with 90 days notice in writing and complete a Cancellation Form.  Foehn will use all reasonable efforts to ensure a smooth transition to the new provider

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 7
  • Internet Explorer 8
  • Internet Explorer 9
  • Internet Explorer 10+
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
  • Opera
Application to install Yes
Compatible operating systems
  • Android
  • IOS
  • Linux or Unix
  • MacOS
  • Windows
  • Windows Phone
  • Other
Designed for use on mobile devices Yes
Differences between the mobile and desktop service N/A
Accessibility standards None or don’t know
Description of accessibility If you can’t speak or hear on your phone the Next Generation Text Service has a group of relay assistants waiting to relay phone conversations between a text-user and a phone-user. When making a phone call a text-user 'talks' by typing to the relay assistant who speaks their words to the phone-user, and then the relay assistant types the phone-user's spoken reply to the text-user.
We work with a number of partners for providing access features including text relay. For more information visit http://ngts.org.uk/ you can find out how text relay works and the devices it operates on.
Accessibility testing We have conducted end user testing with charities who employ users with disabilities.
API Yes
What users can and can't do using the API Most actions are possible using the API.
API documentation Yes
API documentation formats Other
API sandbox or test environment Yes
Customisation available Yes
Description of customisation Customers can customise various elements of the service including but not limited to:
Number ranges (International, Non Geo and Geo)
Inbound routes
Outbound routes
IVR options and set up
Announcements and music-on-hold
Call recording rules
3rd party integrations
Ring strategies
Multiple endpoint options
Mobile twinning
Call screening/blocking
Administration portal
User portal
The service can easily be customised through the Administration and User portal.  Where customer development is required, the Foehn Professional Services team can be engaged to scope and deliver these customisations.

Scaling

Scaling
Independence of resources We have quality of service and capacity monitoring, real-time instrumentation in our NOC.

Analytics

Analytics
Service usage metrics Yes
Metrics types Customers receive a quarterly service review which includes an SLA report covering service availability and case management SLA compliance.  These metrics include:
• Availability Management (system uptime)
• Service Level Management (SLA performance, number of SLA violations)
• Incident Management (by type, priority & requester)

 https://www.foehn.co.uk/media/filer_public/b5/33/b5335be8-7d85-4462-b7ae-3a38cec4bf1c/foehn_support_services.pdf
Reporting types
  • Regular reports
  • Reports on request

Resellers

Resellers
Supplier type Not a reseller

Staff security

Staff security
Staff security clearance Conforms to BS7858:2012
Government security clearance Up to Baseline Personnel Security Standard (BPSS)

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 Supplier-defined controls
Penetration testing frequency At least once a year
Penetration testing approach Another external penetration testing organisation
Protecting data at rest Physical access control, complying with another standard
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

Data importing and exporting

Data importing and exporting
Data export approach Users can export their data from the user portal
Data export formats
  • CSV
  • ODF
Data import formats
  • CSV
  • ODF

Data-in-transit protection

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

Availability and resilience
Guaranteed availability Service Credits:
Foehn will make the Cloud Telephony/Call Centre Service available 24 hours a day, 7 days a week, and use commercially reasonable best efforts to provide 100% uptime, except for: (i) occasional planned downtime at non-peak hours (for which we will provide advance notice); or (ii) any unavailability caused by circumstances beyond our reasonable control, including failure or delay of your Internet connection, misconfiguration by you or any third party acting on your behalf, issues on your network, or telecommunications and/or network services upstream of Foehn.
However, in any one monthly billing cycle, if our service uptime falls below the following thresholds, we will provide upon customer request the stated credit against the following month’s invoice.
Uptime %
Below 99.99% Credit 10%
Below 99.0% Credit30%
Approach to resilience All systems N+1 topology, multiple geographic locations, N+1 upstream providers
Outage reporting Outages are reported to customers via incident reports. Additionally Foehn.co.uk has a services notification page. https://www.foehn.co.uk/service-notices Internally foehn utilised various monitoring tools to indicate service availability and quality.

Identity and authentication

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 Permissions can be defined at a user level, at a supervisor level and at an administrator level.
Access restriction testing frequency At least every 6 months
Management access 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

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 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

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 ISO/IEC 27001
Information security policies and processes Foehn are currently going through the ISO 27001 certification process and as part of this we have an information and security policy. We are on course to be certified by July 2017.

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 Please see our new support services PDF for further details on our incident management process.  https://www.foehn.co.uk/media/filer_public/b5/33/b5335be8-7d85-4462-b7ae-3a38cec4bf1c/foehn_support_services.pdf  For futher information on the process, Visio flow diagrams are available on request.
Vulnerability management type Supplier-defined controls
Vulnerability management approach Foehn are currently going through the ISO 27001 certification process and we have a vulnerability management process. We are on course to be certified by July 2017.
Protective monitoring type Supplier-defined controls
Protective monitoring approach Foehn uses a host-based intrusion detection system (HIDS) that monitors and analyses the internals of the system as well as the network packets on its network interfaces.
Incident management type Supplier-defined controls
Incident management approach Please see our new support services PDF for further details on our incident management process.  https://www.foehn.co.uk/media/filer_public/b5/33/b5335be8-7d85-4462-b7ae-3a38cec4bf1c/foehn_support_services.pdf  For further information on the process, Visio flow diagrams are available on request.

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
  • Public Services Network (PSN)
  • Joint Academic Network (JANET)
  • Other

Pricing

Pricing
Price £3.00 to £6.50 per user per month
Discount for educational organisations No
Free trial available Yes
Description of free trial Proof of concept and free trials are available on request.

Documents

Documents
Pricing document View uploaded document
Skills Framework for the Information Age rate card View uploaded document
Service definition document View uploaded document
Terms and conditions document View uploaded document
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