Centerprise International Ltd

Unified Communications as a Service (UCaaS)

A market leading Unified Communications (UC) solution which provides an entry point to IP telephony and exceptional flexibility in the way a business can deploy collaboration applications. Based on Microsoft and/or Cisco technologies for maximum flexibility and customisation to business needs.

Features

  • Instant messaging and presence
  • Business-class IP voice and video telephony
  • HD video
  • Desktop sharing
  • Conferencing
  • Supports multiple platforms

Benefits

  • Costs are lower with user-based subscription model and more predictable
  • Design, build, pre-configure, install and support end users
  • Only pay for what's used (flexibility in volume/service)
  • Delivered across our secure national MPLS network
  • Easily deployed to all employees (any device/location)
  • Mobile/remote workers supported to reduce travel expenses
  • Simple collaboration leads to better business performance
  • Device independant features, choice of number/type of device(s)
  • Reach any individual anywhere, on any device

Pricing

£12.25 to £31.45 per user per month

  • Education pricing available
  • Free trial available

Service documents

G-Cloud 11

413552913257674

Centerprise International Ltd

Tenders Team

01256 378 000

tendersteam@centerprise.co.uk

Service scope

Service scope
Software add-on or extension No
Cloud deployment model
  • Public cloud
  • Private cloud
Service constraints Cisco service is only available on Cisco handsets and softphone clients. The basic feature set is available on SIP endpoints.
System requirements
  • Prerequisite to have WAN, LAN (WiFi if required)
  • Other features are dependant on user requirements

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Multiple service tiers available.
Standard level provides response within 15mins, Mo-Fr 9-5:30
User can manage status and priority of support tickets No
Phone support Yes
Phone support availability 9 to 5 (UK time), Monday to Friday
Web chat support No
Onsite support Yes, at extra cost
Support levels 1. Overview.
There are 3 Service Desk packages: Silver, Gold and Platinum. Service Hours are 09:00 to 17:30 Monday to Friday (excluding UK Bank Holidays); Gold Service Hours are 08:00 to 20:00 Monday to Friday (excluding UK Bank Holidays); and Platinum Service Hours are 24x7x365.

2. Incident Target Resolution.
Priority 1 - High. Service is completely unavailable or there is a critical impact on the Customer’s business operation: 4 hours.
Priority 2 - Medium. The Service is severely degraded or there is a significant impact on the Customer’s business operation: 8 hours.
Priority 3 - Low. The quality of the Service is degraded and is affecting one or more users: 16 hours.
Priority 4 - Service Request. Customer is seeking a change to the Service: 5 working days.

3. Service Credits.
A Service Credit regime is used to recompense the Customer for failures to meet the agreed Service Level. Service Credits are valued as a percentage of the related Service Charges for the month.
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started We provide base level online training and user documentation. As an additional service, if required, onsite or offsite training can be provided (at a cost).
Service documentation Yes
Documentation formats
  • HTML
  • PDF
End-of-contract data extraction At the end of the contract, should the user wish to extract their data, they should submit a request with the Service Desk.
End-of-contract process Upon cessation of the contract, there is no automatic cut-off of service. We would welcome commercial discussions concerning contract extension, if required.

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • 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 There are no material differences between mobile and desktop services.
Service interface Yes
Description of service interface The solution offers service interfaces, which provide straightforward and direct management of the UC environment. Managers and administrators can modify the comms system to make day-to-day changes, such as call forwarding, new users, voice recordings and voicemail configuration.

The UC system also provides a reporting interface, which can be viewed by manages and administrators to illustrate historical call records and business-wide communications.
Accessibility standards None or don’t know
Description of accessibility The vendor products used in our solutions (Microsoft and Cisco) include components and web-based products covered under WCAG 2.0 Level A & AA compliance. However, the elements and options selected within the specific solution delivered may include components which comply to varying degree.
For info on the Cisco approach, refer to https://www.cisco.com/c/en/us/about/accessibility.html
Accessibility testing Our solution relies on various vendors components such as Cisco. The UC solution may use Cisco technology where Cisco has adopted accessibility development, testing and overall conformance for their Web-based products. Cisco has directly stated that the following:

“The Accessibility Initiative identifies global accessibility and usability requirements and establishes strategies and processes to integrate accessibility throughout Cisco operations. Cisco's commitment is to make its products, services, websites, and documentation accessible and usable by people with disabilities, either by design or through compatible use with assistive technology.
The following key objectives for company business processes and activities help ensure that Cisco products and services benefit the disabled community:

Increase awareness of accessibility within Cisco provide employees with the training needed to design, produce, market, and deliver accessible products, websites, and documentation

Develop and apply policies and guidelines to evaluate accessibility, usability, and compatibility with applicable equipment, services, websites and documentation

Evaluate accessibility and usability throughout the product design, development, and fabrication processes as early and consistently as possible

Report ways these guidelines are implemented where competitively, technically, and economically feasible
Involve people with disabilities in research projects, testing, and trials

Support and contribute to industry standards and guidelines for accessibility”
API No
Customisation available Yes
Description of customisation Dependant on customer requirements. There are multiple customisation options available.

Scaling

Scaling
Independence of resources Virtual machines are provisioned for each user, along with logical separation of data through VRFs (Virtual Routing and Forwarding).

Analytics

Analytics
Service usage metrics Yes
Metrics types Utilising the self-service portal, call duration usage metrics can be built, based on user requirements.
Reporting types
  • Real-time dashboards
  • Reports on request

Resellers

Resellers
Supplier type Reseller providing extra features and support
Organisation whose services are being resold Microsoft, Cisco

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 No
Datacentre security standards Complies with a recognised standard (for example CSA CCM version 3.0)
Penetration testing frequency Less than once a year
Penetration testing approach In-house
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 A third-party destruction service

Data importing and exporting

Data importing and exporting
Data export approach Should the user wish to extract their data, they should submit a request with the Service Desk.
Data export formats
  • CSV
  • Other
Other data export formats
  • PDF
  • XLS
Data import formats
  • CSV
  • Other
Other data import formats XLS

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 Other
Other protection within supplier network Logical separation of data through VRFs (Virtual Routing and Forwarding).

Availability and resilience

Availability and resilience
Guaranteed availability SLAs are customer and contract dependant.
Approach to resilience All core components are deployed across geo-redundant sites with services load balanced across sites. An individual site is capable of running all services under load in the event of a critical failure of the other. This failover is automatic.
Outage reporting There is a public dashboard available.

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 All management platforms are segregated physically and separate to production cloud systems. Access is strictly limited, conforming to both best practice and security regulation requirements.
Access restriction testing frequency At least once a year
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 have access to real-time audit information
How long user audit data is stored for Between 1 month and 6 months
Access to supplier activity audit information Users contact the support team to get audit information
How long supplier audit data is stored for Between 1 month and 6 months
How long system logs are stored for Between 1 month and 6 months

Standards and certifications

Standards and certifications
ISO/IEC 27001 certification Yes
Who accredited the ISO/IEC 27001 Alcumus ISOQAR
ISO/IEC 27001 accreditation date 24th June 2008 (re-issued 12th February 2018)
What the ISO/IEC 27001 doesn’t cover N/A - Everything is covered by our ISO 27001 certification
ISO 28000:2007 certification No
CSA STAR certification No
PCI certification Yes
Who accredited the PCI DSS certification SecurityMetrics
PCI DSS accreditation date 10th November 2018
What the PCI DSS doesn’t cover N/A - Everything is covered by our PCI DSS certification
Other security certifications Yes
Any other security certifications Cyber Security Essentials Plus

Security governance

Security governance
Named board-level person responsible for service security Yes
Security governance certified Yes
Security governance standards
  • ISO/IEC 27001
  • Other
Other security governance standards Cyber Security Essentials Plus
Information security policies and processes In-line with the requirements of ISO 27001 and 20000, we've developed policies and procedures to support both standards and comply with the requirements of ISO 9001. E.g, our Information Security Policy includes the following internal policies/procedures:

•IT Security Business Continuity Policy
•Information Security Policy – Suppliers
•CCTV Policy
•CI Forensic Policy
•Corporate Hospitality and Bribery Act
•Access Control Policy
•Policy Against Malicious Code
•Child Protection Policy
•Policy on the Secure Handling, Use, Storage, Retention and Destruction of Disclosure Information
•Clear Desk Policy
•Cryptographic Policy.

The Information Security Policy has been produced and accepted by the Board. The policy is visible to all staff on SharePoint and all staff sign Appendix E of the policy, which is retained in the employee’s HR file. The importance of Information Security and the policy is covered in employee inductions and the Staff handbook.

Security responsibilities are defined within our Information Security policy, which records the following managers:

•Service Delivery Manager (Information Security Manager)
•Security Controller
•Group Quality Manager
•Users – to comply with the IT Security Policy.

Security Responsibilities are defined in the individual’s job description and employment contract.

Operational security

Operational security
Configuration and change management standard Supplier-defined controls
Configuration and change management approach All Change Management procedures are audited as part of our Information Security accreditations and all change logs are kept and audited as part of this process. We have clearly defined procedures for both customer and supplier initiated changes and all change requests are available for real-time review via our service management system.
Vulnerability management type Supplier-defined controls
Vulnerability management approach Multiple tools are used to block and monitor potential threats to the environment. If patches are required they are rolled out via automation tools to the environment through change control process where the criticality and impact is assessed and approved.
Protective monitoring type Undisclosed
Protective monitoring approach Potential compromises will be detected by the SIEM. An alert will be created should the SIEM directives be triggered by various correlated events. Upon receipt of alert, the SOC team will investigate the incident. Depending on the criticality, a level 1 (highest) is investigated within 15 minutes.
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 We follow ITIL V3 for our incident management. Incidents can be reported via phone, web or email into our ticketing system. Incident reports are provided through the ticketing system with details provided around root cause analysis and remediation steps.

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 No

Pricing

Pricing
Price £12.25 to £31.45 per user per month
Discount for educational organisations Yes
Free trial available Yes
Description of free trial 30-day trial unified communications system trial; includes access to online portal and following features:
Ad-hoc conference
Admin portal access
Auto-attendant
Call forwarding, recording, waiting, restrictions and reporting
Caller ID
Meet-Me conference
Holiday call routing
Ringing groups
Call park/pickup
Softphones
Time of day routing
User portal
Voicemail/Group
Voicemail-to-E-mail
Inbound caller look-up

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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