This G-Cloud 10 service is no longer available to buy.

The G-Cloud 10 framework expired on Tuesday 2 July 2019. Any existing contracts with Wizards Ltd. are still valid.
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 a user a month

  • Education pricing available
  • Free trial available

Service documents

Request an accessible format
If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at <removed>@52f7f4f1-f6b3-4cc9-b6f2-49fa7b949c8f.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 10

Service ID

4 5 1 0 3 5 6 5 6 5 3 9 6 3 6

Contact

Wizards Ltd. <removed>
Telephone: <removed>
Email: <removed>@52f7f4f1-f6b3-4cc9-b6f2-49fa7b949c8f.com

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

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

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

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 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

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

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 clearance
Staff screening not performed
Government security clearance
Up to Developed Vetting (DV)

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
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 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

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

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

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

ISO/IEC 27001 certification
No
ISO 28000:2007 certification
No
CSA STAR certification
No
PCI certification
No
Other security certifications
No

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

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

Approach to secure software development best practice
Supplier-defined process

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-efficient datacentres
Yes

Pricing

Price
£4.50 a user a 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.

Service documents

Request an accessible format
If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at <removed>@52f7f4f1-f6b3-4cc9-b6f2-49fa7b949c8f.com. Tell them what format you need. It will help if you say what assistive technology you use.