Adepteo Limited

Adepteo® Hosted VoIP Telephone System

Adepteo® VoIP telephony eliminates the need for significant capital investment. Has a host of features developed to help good businesses get better these include call management, conference calling, call recording, queuing of calls, voicemail and call data analytics. All traffic runs on equipment hosted managed and maintained by Adepteo®.

Features

  • Grows with your business from one extension upwards
  • Supports multiple locations / departments
  • National and international functionality and support
  • Simple portal access to allow administration
  • Automatic regular technical updates
  • System support available 24/7/52

Benefits

  • Comprehensive data on call traffic and operators
  • Call traffic over a resilient network with multiple DR options
  • Communicate easily with colleagues in different locations
  • Configured for your business as you decide
  • Never miss messages, calls directed to voicemail / email
  • Existing phone numbers can be ported, new numbers readily available
  • Handle high call volumes via queuing

Pricing

£5 per device per month

  • Education pricing available

Service documents

G-Cloud 9

412887697011099

Adepteo Limited

Carl Taylor

01617103000

ceo@adepteo.net

Service scope

Service scope
Software add-on or extension No
Cloud deployment model Private cloud
Service constraints We provide a highly resilient service with multiple DR options and fail overs. However, if the system requirements are not adhered to then loss of service may occur which Adepteo® cannot be held responsible for. The Adepteo® system has been specifically configured to work with Grandstream phones.
System requirements
  • Internet capability suitable for VoIP
  • Router needs to be appropriate for business use
  • Cat 5 network cabling is required
  • Sufficient available power points / POE enabled network

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Enquiries for non critical issues are handled during working hours which are Mon - Fri 9am - 5pm. A response is provided within 4 working hours.

Business critical issues should be reported by phone and will be dealt with within 60 minutes.

Any out of hours issues will only be dealt with if they are business critical
User can manage status and priority of support tickets Yes
Online ticketing support accessibility None or don’t know
Phone support Yes
Phone support availability 24 hours, 7 days a week
Web chat support No
Onsite support Yes, at extra cost
Support levels As part of our standard package business critical issues support is available 24/7/52. Non critical issues are dealt with during business hours.

Should technical support be required on site the cost would be determined by the technical complexity of the issue.

Individual account managers are not provided all our team are technically competent.
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started Users are asked to describe their business requirement and where applicable any expansion plans. This is to ensure the infrastructure is fit for any future plans.

An evaluation of the users infrastructure is undertaken and recommendations made where appropriate.

User manuals are available via the Adepteo® portal. Additional training is provided if required. This attracts and an additional charge above the set up charge. Details of which can be found in our pricing document.
Service documentation Yes
Documentation formats
  • HTML
  • PDF
End-of-contract data extraction The Adepteo® portal offers a data extraction page where the user can determine which data they may require. The method of delivery of the data will be determined by the volume requested. Delivery options will include on line download or physical delivery via the appropriate medium. Any costs associated with such delivery will be borne by the customer. Data is maintained for 30 days beyond the end of the contract. Additional storage time is available at an extra cost. Details of which can be found in our pricing document.
End-of-contract process The termination of any contract requires 30 days written notice. The final invoice will include costs up to and including the date of termination.

Adepteo® follow industry standards with regards to the portability of numbers.

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • Firefox
  • Chrome
  • Safari 9+
Application to install Yes
Compatible operating systems
  • Android
  • IOS
  • Linux or Unix
  • MacOS
  • Windows
  • Windows Phone
Designed for use on mobile devices Yes
Differences between the mobile and desktop service The functionality for a mobile device is the same as for a desktop. The only difference is the size of the screen on the mobile
Accessibility standards None or don’t know
Description of accessibility Adepteo® are in the process of configuring accessibility across our platform
Accessibility testing None
API Yes
What users can and can't do using the API For companies with an access to a development resources Adepteo® provide details of how the API can be accessed.

For users with no technical support but additional user requirements Adepteo® where appropriate will extend the API. Additional costs apply for this service, details of which can be found in our pricing document.
API documentation Yes
API documentation formats
  • Open API (also known as Swagger)
  • HTML
  • PDF
API sandbox or test environment No
Customisation available Yes
Description of customisation The Adepteo® platform is fully configurable to meet customer requirements. The initial configuration is done by Adepteo® technical staff in consultation with the customer and can subsequently amended be maintained by the customer via the Adepteo® portal.

Guides are available on line to train staff in the basic operation of the portal. Should additional, more detailed training be required this is available at additional cost. Details of which are available in our pricing document.

Scaling

Scaling
Independence of resources Capacity is monitored on an ongoing basis and 100% headroom is maintained at all times. This allows Adepteo® to provide continuity of service whilst maintenance is being undertaken. Where appropriate critical services for any customer are ring fenced mitigating demand.

Analytics

Analytics
Service usage metrics Yes
Metrics types There are multiple different fields that can be queried. These are listed in the attached document.
Reporting types
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

Resellers
Supplier type Not a reseller

Staff security

Staff security
Staff security clearance Staff screening not performed
Government security clearance None

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 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
  • Scale, obfuscating techniques, or data storage sharding
Data sanitisation process Yes
Data sanitisation type Deleted data can’t be directly accessed
Equipment disposal approach A third-party destruction service

Data importing and exporting

Data importing and exporting
Data export approach Data is exported via the Adepteo® portal
Data export formats
  • CSV
  • ODF
  • Other
Other data export formats
  • Binary File
  • JSON
  • User specified if appropriate
Data import formats
  • CSV
  • ODF
  • Other
Other data import formats Appropriate format to be agreed with user

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 Adepteo® maintain 100% headroom to mitigate no single point of failure.

The Adepteo® infrastructure runs across multiple data centres in multiple locations. The system has been designed to fail over if required.

Due to the nature of our business being reliant on ISP providers, outside our control, Adepteo® cannot that a customer may experience outage issues. Adepteo® do work closely with the customer should such an eventuality occur.
Approach to resilience Adepteo® have evaluated our host locations and carried out site visits to review the disaster recovery plans in place. Further details are available on request.
Outage reporting Customers would be aware of any outages due to the system not being available.

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication
  • 2-factor authentication
  • Username or password
Access restrictions in management interfaces and support channels All staff user names and passwords are based on a security matrix. This ensures segregation of duties and access to confidential restricted information.
Access restriction testing frequency At least every 6 months
Management access authentication
  • 2-factor authentication
  • Dedicated link (for example VPN)
  • Username or password

Audit information for users

Audit information for users
Access to user activity audit information You control when users can access 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 Between 1 month and 6 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 Yes
Security governance accreditation No
Security governance approach A risk management professional in conjunction with the management team review the approach on a regular basis.
Information security policies and processes There are three layers structural layers within the business. Management, Technical and Support / Administration. All report directly to management.

Management and the technical staff are responsible for monitoring and maintaining policies. We have developed in house technology and systems that would notify the appropriate staff should any breach be attempted.

Operational security

Operational security
Configuration and change management standard Supplier-defined controls
Configuration and change management approach Any changes to either systems, processes or personnel are risk assessed and evaluated prior to any change. Any changes are tested in a test environment prior to being commissioned.

Details of all technical changes are documented through the in house tracking system.
Vulnerability management type Undisclosed
Vulnerability management approach We employ a number of in house and open source technologies to continuously monitor potential threats. Any issue is dealt with in a time frame appropriate to the threat.
Protective monitoring type Undisclosed
Protective monitoring approach We employ a number of in house and open source technologies to continuously monitor potential compromises. Any incident is dealt with in the appropriate time frame.
Incident management type Undisclosed
Incident management approach The Adepteo® portal has a specific facility for customers to report any issues. This is integrated with the in house real time monitoring system.

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

Pricing

Pricing
Price £5 per device per month
Discount for educational organisations Yes
Free trial available No

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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