Wizards Ltd.

UK EEA Hosted Unified Communications VoIP Telephony

UK EEA public, private, hybrid cloud hosted VoIP unified communications telephony. Migrate existing DDIs, call recording, agent performance, call queues, voicemail, simple moves adds and changes. Self/Wizards manage or combination. Choose any/all from conventional handset, PC/Mac softphone, FOC iOS/Android smartphone apps. Integrated video conferencing. Sip options saving money on calls!

Features

  • Unified communications UK EEA public, private or hybrid cloud hosting.
  • Intuitive management portal enabling self-management, Wizards management or combination thereof
  • Simple, easy to use, access anywhere full featured voicemail
  • Straightforward call recording options, in house, Wizards or hybrid management
  • Sip choices mean call costs included or drastically reduced.
  • Create, manage and report on call queues via management portal.
  • Deliver to any/all deskphone, FOC PC/Mac softphone, FOC iOS/Android smartphone
  • Connect central PBX to remote sites eliminating PSTN line costs.
  • Migrate your DDIs ensuring continuity of service.
  • Live reporting and management of calls answered and agent performance.

Benefits

  • DDI migration which means seamless service delivery and easy transition.
  • UK EEA public, private hybrid cloud hosting controls data location
  • Unified Communications plus Sip choices means reduced/eliminated call costs.
  • Intuitive management portal means options about how manage your phones
  • Simple, convenient access anywhere full featured voicemail means satisfied users!
  • Live reporting on call answering which means simple agent management.
  • Desk/smartphone/softphone delivery flexibility enables user options over how they work.
  • Moves adds and changes via simple management portal.
  • Delivering PBX services to remote sites eliminates PSTN line costs.
  • Intuitive management portal minimises staff training.

Pricing

£4.50 per user per month

  • Education pricing available
  • Free trial available

Service documents

G-Cloud 10

451035656539636

Wizards Ltd.

Ian Charles

03332417707

ian.charles@wizards.co.uk

Service scope

Service scope
Service constraints There are no constraints on how Wizards service is delivered.
System requirements
  • Bandwidth capacity! Each phone call requires c.150kbits/sec each way
  • Desk phones need power blocks or power over Ethernet

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Email support 9-5 Monday to Friday 4 hour response though typically much quicker! Weekend support for emergencies only or by arrangement.
User can manage status and priority of support tickets No
Phone support Yes
Phone support availability 9 to 5 (UK time), 7 days a week
Web chat support No
Onsite support Yes, at extra cost
Support levels Over 20 years’ experience tells us that one size does not fit all. However the client chooses to manage their phone system, Wizards need to be involved from project definition through to delivery and implementation. In this way we understand your organisation, how you work and what you need from the project.
Wizards support is completely bespoke and built around client needs. As a bare minimum we would deliver phone support and 4-hour response email support 9-5 Monday to Friday. We are happy to extend that support into staff training plus any or all day to day management of the phone system. Wizards can build a hybrid service model with clients themselves delivering some services and Wizards owning the heavy lifting.
Charges are typically £800/day and we would be happy to negotiate a lower day rate for contracted regular work.
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started Wizards are partners with a number of soft PBX vendors and are happy to provide onsite and online training for both end users and system administrators.
All user documentation is available via vendor websites.
Service documentation Yes
Documentation formats Other
Other documentation formats All PBX documentation is available via vendor websites
End-of-contract data extraction All configuration files and voicemail files are client property and may be transferred as required by the client.
All phone numbers are of course client property and the same process by which they are transferred into the new soft PBX can be reversed by the client as required.
End-of-contract process Wizards do not levy end of contract charges.
Unless otherwise specified by the client, after the initial contract period services are delivered on a month to month basis.
Wizards are happy to entertain negotiations around terms for extending or renewing such contracts.

Using the service

Using the service
Web browser interface Yes
Using the web interface Our soft PBX offerings have been designed from the outset to be delivered and managed via a web GUI.
Web interface accessibility standard None or don’t know
How the web interface is accessible Our soft PBX offerings have been designed from the outset to be delivered and managed via a web GUI. Users are no need to use and are specifically excluded from the administrator interface.
Web interface accessibility testing Users of assistive technology are well serviced by established existing third party external systems designed for use with telephony systems.
API Yes
What users can and can't do using the API There is an API however it is not part of core service delivery.
API automation tools Other
API documentation Yes
API documentation formats
  • HTML
  • PDF
  • Other
Command line interface No

Scaling

Scaling
Scaling available Yes
Scaling type
  • Automatic
  • Manual
Independence of resources System capacity is based on design arrived at following discussions with the client. Capacity can be added or removed as we see demand grow or shrink.
Usage notifications Yes
Usage reporting
  • Email
  • Other

Analytics

Analytics
Infrastructure or application metrics Yes
Metrics types
  • CPU
  • Disk
  • HTTP request and response status
  • Memory
  • Network
  • Other
Other metrics
  • Available Sip channels.
  • Call status.
  • Time for calls to be answered
  • Performance of call operatives.
  • Numbers of lost calls.
Reporting types
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

Resellers
Supplier type Reseller providing extra features and support
Organisation whose services are being resold Wizards value add is integration of services from multiple suppliers.

Staff security

Staff security
Staff security clearance Staff screening not performed
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
  • European Economic Area (EEA)
User control over data storage and processing locations Yes
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
Data sanitisation process No
Equipment disposal approach Complying with a recognised standard, for example CSA CCM v.30, CAS (Sanitisation) or ISO/IEC 27001

Backup and recovery

Backup and recovery
Backup and recovery Yes
What’s backed up The entire system!
Backup controls Backup routines are established following discussion with the client on setup. Should changes to those routines be needed we are happy to make appropriate adjustments. Users can also trigger additional backups as may be require.
Datacentre setup Multiple datacentres with disaster recovery
Scheduling backups Users schedule backups through a web interface
Backup recovery
  • Users can recover backups themselves, for example through a web interface
  • Users contact the support team

Data-in-transit protection

Data-in-transit protection
Data protection between buyer and supplier networks Other
Other protection between networks The system is delivered on dedicated connections to cloud service the user specifies. There is no connection between separate instances of Wizards hosted 3CX.
Data protection within supplier network Other
Other protection within supplier network We are happy to discuss the mechanics of the service, however the question is not relevant to the service Wizards provide.

Availability and resilience

Availability and resilience
Guaranteed availability Wizards hosted VoIP is routinely based on Google Compute Engine services and is delivered to their 99.5% SLA. We are happy to discuss both hosting alternatives to Google Compute Engine and a formal SLA as required.
Approach to resilience Wizards hosted VoIP is based on Google Compute Engine with virtualised servers duplicated both within the datacenter and across other datacenters. Wizards hosted VoIP clients have to date not to be affected by any service outage.
Outage reporting Email alerts to Wizards support which we would then manage.

Identity and authentication

Identity and authentication
User authentication
  • Public key authentication (including by TLS client certificate)
  • Username or password
Access restrictions in management interfaces and support channels Tiered approach to the user interface with users default locked out completely and have no access to or use of the interface.
Wizards can either train clients to manage all their system completely with Wizards providing support or we can manage the entire system on your behalf or as an alternative we can use a hybrid approach with clients choosing what they manage.
Access restriction testing frequency At least every 6 months
Management access authentication
  • Public key authentication (including by TLS client certificate)
  • Username or password
Devices users manage the service through Directly from any device which may also be used for normal business (for example web browsing or viewing external email)

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 You control when users can access 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 certifications No

Security governance

Security governance
Named board-level person responsible for service security Yes
Security governance certified No
Security governance approach Delivering a bespoke service means we can build the system that meets the security governance requirements of the client.
Information security policies and processes Delivering a bespoke service means we can build the system that meets the security policies and processes required by the client.

Operational security

Operational security
Configuration and change management standard Supplier-defined controls
Configuration and change management approach Wizards hosted VoIP is delivered as a managed service.
System changes will be delivered in a manner and to a timetable agreed with the client. Configuration changes such as adding a user, altering a hunt group etc. are driven by client change management requests.
Vulnerability management type Supplier-defined controls
Vulnerability management approach Vulnerability management is an ongoing process with priority given to any security matters raised by clients and in house testing team pre-release and throughout the life of each version.
Protective monitoring type Supplier-defined controls
Protective monitoring approach Proactive monitoring is an ongoing process with priority given to any security matters raised by clients and in house testing team pre-release and throughout the life of each version.
Incident management type Supplier-defined controls
Incident management approach Wizards hosted VoIP does not have common events.
Users report incidents via phone or email support and we respond accordingly.

Secure development

Secure development
Approach to secure software development best practice Supplier-defined process

Separation between users

Separation between users
Virtualisation technology used to keep applications and users sharing the same infrastructure apart Yes
Who implements virtualisation Third-party
Third-party virtualisation provider Google Compute Engine
How shared infrastructure is kept separate Wizards host on Google Compute Engine with separate instances. Wizards hosted VoIP is not a multi tenant system instead delivers using a dedicated instance per client.

Energy efficiency

Energy efficiency
Energy-efficient datacentres Yes

Pricing

Pricing
Price £4.50 per user per month
Discount for educational organisations Yes
Free trial available Yes
Description of free trial Live system trials are available with a limited number of seats for a period that suits our client.

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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