Interoute Communications Limited

Interoute One Bridge Unified Communications

Interoute One Bridge is a cost effective service for connecting IP enabled PBX's and servers including Microsoft Skype for Business to public telephone networks (PSTN). Organisations can replace old ISDN and analogue lines with a VoIP based service for reduced cost and improved productivity over an IP WAN connection.

Features

  • Fast implementation means cost savings realized immediately
  • Management capability and reporting via simple web portal
  • Easy migration by keeping existing numbers through porting agreement
  • Reliable service with optional resilient designs and disaster recovery configurations
  • Assured inbound service option for additional resilience

Benefits

  • Fast implementation means cost savings realized immediately
  • Multi site offices receive free on-net calls
  • Competitive termination rates leveraging Interoute’s wholesale carrier traffic
  • Reduce costs through the replacement of expensive ISDN lines
  • Offers ability to assure quality with integrated MPLS networking
  • Enhanced resilience with assured inbound call routing

Pricing

£50 per unit per month

Service documents

G-Cloud 9

510273764362524

Interoute Communications Limited

Marian Coldicott

+442070325494

marian.coldicott@gtt.net

Service scope

Service scope
Service constraints Interoute operate planned maintenance to a published schedule but have no other physical constraints.
System requirements
  • Interoute supports legacy PBX
  • Integrates fully with Microsoft Skype for Business and Lync

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Interoute target an initial Incident Management response time of fifteen minutes on a 24x7 basis.
Bespoke SLA's are available to meet individual customer requirements up to and including 99.99% availability.
Interoute operate a UK based service desk who will act as the point of contact for all incidents and problem management. This function is supported by both service and technical management.
Field engineering provide 24x7x4 national coverage for onsite break fix requirements. Interoute currently have a 90%+ first time fix rate.
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 Interoute provide support on a 24x7x4 basis including remote monitoring and management for all clients and is provided on a fixed cost basis.
Interoute has an extensive engineering capability made available to clients through the Interoute Customer Contact Centre. In addition the services supported by a Field Engineering team who have the appropriate skills and accreditations to restore services.
Interoute also provide our clients with both service management and technical management, the extent of which is determined on a individual customer basis.
Interoute are able to provide a variety of service levels up to and including 99.99% availability. As standard Interoute operate a 24x7x4 maintenance and management service.
Interoute operate to IS02000 and within the ITIL framework ensuring consistency of service to all customers.
Other KPI's include proactive spot rates, telephony response times, accuracy of reporting and overall customer experience.
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started Interoute provides a flexible approach allowing customers to purchase some or all services covered by our solution, the level of support therefore varies on depending on the solution taken.
Options for clients include on-line and on-site training and extensive user documentation /guides. In addition all clients are provided with a service manual which contains details on both how to use the service, report incidents and access statistical data including management reporting.
Interoute also provides a forum for clients across our entire base to share information and experiences and provide and feedback.
Service documentation Yes
Documentation formats
  • HTML
  • PDF
End-of-contract data extraction Interoute provides assistance for clients when exiting the service. This can include providing the physical infrastructure where the data resides and/or providing temporary connectivity links designed to allow the customer to electronically transfer the data to the new service.
Within 90 days of contract signature Interoute will work with the customer to develop and agree an exit plan which will detail the resources required and the assistance provided to ensure a smooth transition to the new service provider.
Our typical approach is to provide customers with a rate card for Professional Services ensuring the financial implications of exit can be fully understood.
End-of-contract process Interoute can assist by providing professional services including project management, service management, implementation, storage configuration, migration, application assistance, network assistance and technical management.
Interoute will provide a service catalogue listing day rates for these services.
Interoute will act in a professional and co-operative manner in order to assist customers in transitioning services either to a new supplier or back in house at the end of the contract term. The details of the approach will depend upon Interoute’s final solution and the incoming supplier’s design and implementation plans. Interoute recommends the following are considered, as appropriate, to ensure minimal disruption to normal business operations:
Governance
 Agreement and establishment of a governance structure between the customer, Interoute and the incoming supplier, as necessary, with defined meetings and attendees, including the assigned Interoute Exit Manager.
 Detailed risk assessment carried out jointly with the customer to identify all risks which are likely to occur during the transition and with agreed mitigation approach and regular review and tracking of these risks and other issues.
 Interoute adherence to its contractual obligations whilst maintaining flexibility where required to ensure the smooth transition to a new provider.

Using the service

Using the service
Web browser interface Yes
Using the web interface Customers can access their services via "My Services" where they can add, change and delete user profiles.
Each customer is set up with their own secure access to manage Interoute One. Customers can:
• access voice traffic reporting - including traffic usage summary tables, graphs, and advanced reporting
• log and track trouble tickets
• download historic invoices
• access Customer Network Management Reports
• view the performance and utilisation of their network and plan its evolution accordingly
• access Customer Traffic Management Reports giving detailed information on call patterns
Our 24x7 Contact Centre can be reached using a toll free international number.
The CCC provides a single point of contact for all customer problems and co-ordinates resolution of issues.
The CCC operates within the service levels agreed, including:
• Immediate opening of trouble ticket in response to a call from the customer;
• Managing resolution through our Network Operations Centre;
• Giving regular updates to the customer until the trouble ticket is closed within the timescales outlined in SLA;
• Proactive warnings of possible disruptions where our NOC has detected a problem, or due to maintenance activity.
• The CCC also arranges site access and planned works.
Web interface accessibility standard None or don’t know
How the web interface is accessible Customers can access their services via "My Services". Users can also add additional applications to their services.
Customers can also configure the user access, restricting individual virtual data centres within their enterprise and also permitting and restricting the API access.
In addition, Customers can check on their monthly charges to date, seeing how much they have used/spent over the month to date and also the previous 24 hours. Along with utilisation reports showing processing power and bandwidth used.
The Interoute Hub shows voice minute usage and quality reports. These are available in a user friendly summary dash board highlighting customer’s Top ten destinations, Minutes per day, Successful calls, Minutes per week and Successful calls per week. Voice quality measurements include ASR (Answer Seizure Ratio), Minutes and Successful Calls.
In addition to summary reports, customers can access detailed advanced reports via the Interoute Hub. These reports allow for specific time and date searches. Results can be grouped according to various criteria including: Time, Destination, ASR (Answer Seizure Ratio), PDD (Post Dial Delay), Minutes, ACHT (Actual Call Hold Time) and number of calls (Total, Success, Fail). Results can be viewed in table or chart format and can be exported.
Web interface accessibility testing Interoute consistently works with customers in a collaborative way to ensure testing on new and existing services is completed.
API No
Command line interface Yes
Command line interface compatibility Windows
Using the command line interface Access to the Interoute One Bridge solution is provided via the "My Services" portal.

Scaling

Scaling
Scaling available Yes
Scaling type Automatic
Independence of resources Interoute runs multiple zones and dedicated versions allowing geographical diversity for customers . Stringent monitoring and controls are applied ensuring performance provided is not affected by other users on the platform.
Interoute's fully SSD storage service means that with over 10 times the IO of a spinning disk solution and the ability allocate QoS for critical volumes, Interoute can eliminate storage bottleneck issues commonly encountered on other shared service platforms.
Therefore, whether other customers are on the platform create ‘noisy neighbours’, Interoute can supply an efficient and performant service.
Usage notifications Yes
Usage reporting
  • Email
  • SMS
  • Other

Analytics

Analytics
Infrastructure or application metrics Yes
Metrics types
  • CPU
  • Disk
  • HTTP request and response status
  • Memory
  • Network
  • Number of active instances
  • Other
Other metrics
  • Storage
  • Back UP
  • Call Recording
  • Individual User Profiles
  • Billing
  • Usage Profiling
Reporting types
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

Resellers
Supplier type Not a reseller

Staff security

Staff security
Staff security clearance Other security clearance
Government security clearance Up to Security Clearance (SC)

Asset protection

Asset protection
Knowledge of data storage and processing locations Yes
Data storage and processing locations
  • United Kingdom
  • European Economic Area (EEA)
  • Other locations
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 Another external penetration testing organisation
Protecting data at rest Physical access control, complying with SSAE-16 / ISAE 3402
Data sanitisation process Yes
Data sanitisation type Hardware containing data is completely destroyed
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
  • Call recording
  • Voicemail
  • Individual user profiles
  • Integrated applications
Backup controls Via the "My Services" customers are able to define what is to be backed up and the frequency of the back up.
Interoute provides customers with the ability to apply different backup schedules for each service element. Alternatively, Interoute can provide the backup service as part of a managed service working with the customer to agree the backup schedule on an individual basis.
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

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
  • Bonded fibre optic connections
  • Legacy SSL and TLS (under version 1.2)
Data protection within supplier network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Legacy SSL and TLS (under version 1.2)

Availability and resilience

Availability and resilience
Guaranteed availability Interoute will design the solution to meet the availablity required by the customer up to 99.99%.
Interoute measures voice performance in terms of Switch Service Availability.
This is the ability for the Interoute voice switching platform to correctly process and route a call received from the Customer to a carrier for termination.
The Interoute service includes and measures the following key features:
• Free on-net calls
• Worldwide outbound calling
• Worldwide local inbound DDI numbers in over 40 countries
• Assured inbound option
• Secure connection
• Business quality VoIP
• No need to upgrade existing voice solution
• On-line, real time management reports via dedicated and secure Internet Hub
• No change to existing telephone number range
• Per second billing
• Invoices available in PDF format
Approach to resilience Interoute use multiple data centres and zones connected via our privately owned network.
Interoute’s service is operated and managed by our ISO 27001 accredited Operations Centre monitoring services 24x7 with a CSIRT function to ensure appropriate operations security response. This includes immediate escalation to the Chief Security & Risk Officer if any data security incident is detected on Interoute platforms, systems or services. Interoute’s core equipment is physically located in secure data centres with resilient power, resilient cooling, and fire detection and suppression controls. This include industry standard physical security controls with all access logged and appropriate physical perimeter security controls (ACS and CCTV). All core equipment is configured for high availability, deployed in an N+1 architecture ensuring full resiliency of critical components.
At the logical layer Interoute’s core network connects resiliently and is secured by Interoute’s MPLS core. Customer traffic entering the voice core network traverses a TDM gateway (for E1, T1 connections) or a session border controller (for SIP or H.323 sessions) before being routed to its destination. Ingress points include multiple security measures including call admission control, access lists, signalling policies etc. Customers connecting to Interoute’s SBCs via Interoute’s MPLS service, traffic is confined within a VPN.
Outage reporting Outages can be reported via phone, email or through the "My Services" web portal. Interoute will notify clients of any planned or emergency outages via the same commmuncation methods which will be captured as part of an operations service manual.
Incident and Request Tickets can be raised using the Tickets feature in the "My Services" Web Portal enabling the user to:
• Raise a new incident
• Update a ticket/incident
• View incidents and their feedback.
When raising a new incident, the "My Services" web portal will take the user through four pages; incident details, technical questions, contact information and a summary page. The drop down menu options and compulsory data entry fields allow easy entry of information whilst capturing the core information to resolve the incident efficiently.

Identity and authentication

Identity and authentication
User authentication
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google apps)
  • Limited access network (for example PSN)
  • Dedicated link (for example VPN)
  • Username or password
Access restrictions in management interfaces and support channels Interoute provide management services via a secure VPN access service which has firewalls at each end ensuring a seperate connection for each client managed.
Access restriction testing frequency At least every 6 months
Management access authentication
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Limited access network (for example PSN)
  • Dedicated link (for example VPN)
  • Username or password
Devices users manage the service through
  • Dedicated device on a segregated network (providers own provision)
  • Dedicated device on a government network (for example PSN)
  • Dedicated device over multiple services or networks
  • Any device but through a bastion host (a bastion host is a server that provides access to a private network from an external network such as the internet)
  • 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 Users have access to real-time audit information
How long user audit data is stored for At least 12 months
Access to supplier activity audit information Users have access to real-time audit information
How long supplier audit data is stored for At least 12 months
How long system logs are stored for At least 12 months

Standards and certifications

Standards and certifications
ISO/IEC 27001 certification Yes
Who accredited the ISO/IEC 27001 BSI
ISO/IEC 27001 accreditation date 09/10/2006 was the last accreditation
What the ISO/IEC 27001 doesn’t cover All services proposed under this framework agreement will be covered by ISO/IEC 27001.
ISO 28000:2007 certification No
CSA STAR certification No
PCI certification Yes
Who accredited the PCI DSS certification External
PCI DSS accreditation date 22/03/2017
What the PCI DSS doesn’t cover The two sections supported by Interoute are Recommendation 9 and Recommendation 12.
• Recommendation 9 relates to “restricting physical access to cardholder data”.
• Recommendation 12 relates to “maintaining a policy that addresses information security for all personnel”.
All other PCI recommendations are NOT currently supported by Interoute at this time and there is no immediate planned change to this position, although review of the possibility of expansion is constantly being monitored and assessed by the Security Group.
Other security accreditations Yes
Any other security accreditations
  • HMG
  • BPSS
  • GPG13
  • CESG
  • ISO7799
  • SANS Institute
  • CPNI

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 Interoute is accredited to an/or meet the following security considerations:

HMG BPSS
DBS
GPG13
CPNI
CESG
SANS Institute
DPA
PSN
ISO 27001
ISO 7799
All of our solutions comply with the Cloud Security Principles and conform to CESG standards.

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 Change Management is captured and reported on through the "My Services". Customers are able to generate reports showing all changes which are divided into three categories - soft, simple and complex.
Interoute develop service catalogues containing pricing and SLA information for their clients providing a quick and efficient method of requesting changes.
All changes are assessed for their security implications and are categorised in accordance with the SLA's captured in the customer service manual.
Vulnerability management type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach Interoute conducts a comprehensive risk assessment of all critical business and operations risks to our critical operations components, inclusive of risk scenarios based on industry best practice security and continuity threats, vulnerabilities and risks. This risk assessment is maintained by our Security & Governance Group audited annual by internal security professionals and external 3rd parties. The fundamental objective is to define the necessary continuity mitigation controls required to maintain operations and quality with integration into our ITIL and ISO 27001 security controls with defined performance metrics.
Protective monitoring type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach Security controls are applied to protect Interoute and the customer;
• Customers accessing our Data Centres must comply with site access procedures and codes of conduct.
• Use of facilities and operations must comply with stated contractual obligation to adhere to Acceptable Use Policy.
• Exchange of information and data will be controlled by contracted confidentiality clauses.
• ISO 27001 security management system protects Confidentiality, Integrity and Availability of internal and customer data.
• Security Incident Management processes report, log, respond and resolve security incidents.
Controls in place protecting security of our internal network and systems includes FW, IDS/IPS, DDOS.
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 Customers are able to report incidents via phone, email or through the "My Services" web portal. The severity of the incident will be determined by the data captured in the service manual. Real time updates are provided during the lifetime of the ticket and can be accessed via the portal.
Management reports are provided via the portal and can be downloaded by the customer. In addtion the service manager will provide a comprehensive report at the regular service review meetings.

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)

Separation between users

Separation between users
Virtualisation technology used to keep applications and users sharing the same infrastructure apart No

Energy efficiency

Energy efficiency
Energy-efficient datacentres Yes

Pricing

Pricing
Price £50 per unit per month
Discount for educational organisations No
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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