Thumbtel Ltd

Another Number for Teams

Another Number is a second mobile number service that co-exists on an employee’s personal mobile phone, allowing for the separation of business and personal communications without the need of a second SIM or contract.

To set up your organisation/team and start a free trial go to https://team.anothernumber.com/register

Features

  • Service adds a second mobile number to employee's mobile phone
  • Choose how to make/receive calls - over mobile network/WiFi
  • Keeps work contacts, calls and messages seperate in mobile app
  • Visual voicemail transcribes messages and displays missed calls
  • Virtual switchboard manages calls and messages when unavailable
  • Calls are clearly presented and assigned a separate ringtone
  • Numbers purchased, distributed, managed and owned by the organisation
  • Customer support portal and fast-response ticketing system
  • Monthly subscription, no setup charges, longterm contracts or cancellation fees
  • Currently used numbers can be ported into the service

Benefits

  • Works like any other mobile number on the UK network
  • Coverage is as reliable as the user’s main mobile number
  • GDPR friendly and keeps the employee's personal number private
  • Save time reading voicemails rather than listening
  • Professionally manages missed calls when employee is unavailable
  • Reduce continuity losses by owning the employees work mobile number
  • Easily identify work calls, all shown as “via Another Number”
  • Reduce impact of unnecessary devices on the environment
  • Reduce expense claim administration for organisation and employee
  • Support work-life balance initiatives by separating work communications

Pricing

£9.99 per unit per month

Service documents

G-Cloud 10

519245859553325

Thumbtel Ltd

Ally Munarriz

+447480067006

ally@thumbtel.com

Service scope

Service scope
Software add-on or extension Yes
What software services is the service an extension to The service is an extension of Another Number for individual consumers available via the mobile app marketplace.

Team accounts are created in the teams portal by an Administrator who purchases and allocates numbers by email invitation with a unique link for download and activation of the mobile app.
Cloud deployment model Public cloud
Service constraints No
System requirements
  • Mobile - Apple iOS 10 and later
  • Mobile - Android Lollypop and later
  • Desktop - IE 10 and later
  • Desktop - Firefox
  • Desktop - Safari 9 and later
  • Desktop - Chrome

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Thumbtel operates a global service infrastructure and operates a single point of contact ticketing system for all requests of assistance.

Standard support desk operating hours are Monday to Friday 0130GMT to 1800GMT.

The support desk will acknowledge receipt of the support request within:
a. 15 minutes for Priority 1 (Emergency)
b. 1 office hour for Priority 2 (Major)
c. Office hours P3 (Minor)

Support requests outside of operating hours are prioritised for the next working day.
User can manage status and priority of support tickets Yes
Online ticketing support accessibility None or don’t know
Phone support No
Web chat support No
Onsite support Yes, at extra cost
Support levels Support desk:
Thumbtel operates a global service infrastructure and operates a single point of contact ticketing system for all requests of assistance, such as:
1. Questions on how to better use the service
2. Reporting problems
3. Porting of numbers
4. New orders
5. New feature suggestions

Support tickets can be raised through the portal:(https://teams.anothernumber.com) or directly via the community support portal (https://thumbtel.freshdesk.com).

Community support portal:
Thumbtel provides an online portal https://thumbtel.freshdesk.com where both our community of loyal customers and our support team offer answers to questions via FAQ’s and forums.

Support desk operating hours:
Standard operating hours are Monday to Friday 0130GMT to 1800GMT.

Support desk response times
The support desk will acknowledge receipt of the support request and target time to fix within:
a. P1 (Emergency) 15 Minutes response time and time to fix 4 hours (90%) 8 hours (100%)
b. P2 (Major) 1 office hour and time to fix 5 working days
c. P3 (Minor) 8 office hours and time to fix 2 weeks (90%) 4 weeks (100%)

Support requests outside of operating hours are prioritised for the next working day.
Support available to third parties No

Onboarding and offboarding

Onboarding and offboarding
Getting started The service has contextual help
Service documentation Yes
Documentation formats HTML
End-of-contract data extraction The process to extract data at the end of their contract is to raise a support ticket via the support portal https://thumbtel.freshdesk.com

A roadmap item will allow for a complete extract of data at the user level within the Teams web portal.
End-of-contract process Pricing has been kept as simple as possible. There are no set up charges or cancellation charges. Numbers can be individually cancelled and take effect immediately. Cancelling the organisation/team account is done via support.

Organisations can request via support the porting of service numbers to another mobile network.

A data download of all voicemails, Instant Message and SMS communications is available to export for Mifid II compliance via the web portal will be available in Q3 2018 until then this is catered for as an ad-hoc support request.

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 10
  • Firefox
  • Chrome
  • Safari 9+
Application to install Yes
Compatible operating systems
  • Android
  • IOS
Designed for use on mobile devices Yes
Differences between the mobile and desktop service Employees use a dedicated app on their mobile phone. Mobile numbers are managed by the organisation via an online administration portal
Accessibility standards None or don’t know
Description of accessibility The service uses default mobile device & browser settings
Accessibility testing None
API No
Customisation available No

Scaling

Scaling
Independence of resources The service has been designed to utilise cloud autoscaling technology & infrastructure

Analytics

Analytics
Service usage metrics Yes
Metrics types We can provide usage metrics on ad-hoc basis via support ticketing until available via Teams portal.
Reporting types Reports on request

Resellers

Resellers
Supplier type Not a reseller

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 No
Datacentre security standards Complies with a recognised standard (for example CSA CCM version 3.0)
Penetration testing frequency At least once a year
Penetration testing approach In-house
Protecting data at rest Physical access control, complying with SSAE-16 / ISAE 3402
Data sanitisation process Yes
Data sanitisation type Deleted data can’t be directly accessed
Equipment disposal approach Complying with a recognised standard, for example CSA CCM v.30, CAS (Sanitisation) or ISO/IEC 27001

Data importing and exporting

Data importing and exporting
Data export approach Users can export messages from the app on their mobile device on ad-hoc basis using the share by-email feature.

A data download of all voicemails, Instant Message and SMS communications is available to export for MiFID II compliance via the web portal will be available in Q3 2018 until then this is catered for as an ad-hoc support request.
Data export formats Other
Other data export formats
  • Mobile - via email
  • Desktop - via CSV & WAV
Data import formats CSV

Data-in-transit protection

Data-in-transit protection
Data protection between buyer and supplier networks TLS (version 1.2 or above)
Data protection within supplier network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway

Availability and resilience

Availability and resilience
Guaranteed availability Thumbtel adhere to a 99.999% availability model.

Thumbtel can, at its sole discretion, award call/SMS credits to Teams via its administration console in the event of a service shortcoming.
Approach to resilience Services are designed and operate in a cloud environment with no a single point of failure at all architectural levels, including:
2 Availability Zones (locations where service operates)
Service and Data replication across the zones
Full, daily database snapshots of subscriber and event databases

Out of hours resilience testing and DR (Disaster Recovery) testing is performed every 6 months to ensure team roles, responsibilities and the process is effective.
Outage reporting The Service is monitored using cloud management tools by the Operations team. Alarms reporting service disruptions that affect usage, are delegated to the support team.

The support team will inform the user base of the problem by sending a message to the app and via email to Team Administrators, advising of workarounds if available.

Significant disruptions will also be posted into the community forum as a topic.

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication Username or password
Access restrictions in management interfaces and support channels Teams Portal Administrator password:
Password is enforced to be a minimum length of 8 alphanumeric characters and a maximum of 64. If forgotten, it can be re-set via the web portal. An email is sent to the verified email address with a link to reset the password - link expires after 24 hours.

User/App authentication:
Users are authenticated using a bearer token. The token that uniquely identifies the user is created when an SMS is sent to the device containing a 6 digit number (valid for 24 hours) the user is required to enter into the app.
Access restriction testing frequency At least every 6 months
Management access authentication 2-factor authentication

Audit information for users

Audit information for users
Access to user activity audit information Users contact the support team to get audit information
How long user audit data is stored for At least 12 months
Access to supplier activity audit information No audit information available
How long system logs are stored for Less than 1 month

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 Yes
Any other security certifications
  • Cloud security certification ISO9001
  • Cloud security certification SOC 1, 2, 3

Security governance

Security governance
Named board-level person responsible for service security Yes
Security governance certified No
Security governance approach Security Governance is a collaboration of the CEO, The Head of Development and the Head of Operations to identify, discuss and create plans to support the business from a security, legal, regulatory perspective to ensure we continue to operate with integrity and within the law. The most recent example being the implementation and rollout of GDPR within the organisation.
Information security policies and processes These policies are enforced by the Head of Operations who reports issues to the CEO/Head Of Development

Our InfoSec (Information Security) policies include:
a) Working from Home
b) VPN
c) Server Security
d) Router
e) Removable Media
f) Remote Access
g) Password
h) Information Security Incident Management
i) Data Protection
j) Clean Desk
k) Acceptable Use

Operational security

Operational security
Configuration and change management standard Supplier-defined controls
Configuration and change management approach Thumbtel’s configuration and change management processes ensure all software development, service component and configuration changes are managed and tracked using an industry standard sprint planning management platform.

All changes are rigorously tested using our internal quality assurance processes in a pre-production (staging) environment and then planned for release during operational windows.

The operations team run regular cloud Infrastructure reviews using industry leading cloud management tools that both validate and advise on infrastructure optimisation.
Vulnerability management type Supplier-defined controls
Vulnerability management approach Our vulnerability management process covers

a) Vulnerability scanning processes
b) Vulnerability detection
c) Reporting and remediation

Scans are scheduled and allocated to team members to perform manually. Utilising our cloud tools simplifies this exercise to allow focus on new issues that may arise.

Potential threats are collated from news articles, bulletin updates and operating system announcements where they are quantified with a mitigation plan to ensure our infrastructure is protected.
Protective monitoring type Supplier-defined controls
Protective monitoring approach Protective monitoring procedures identify

a) What information is being collected, how the collection process is monitored and subsequently how is that information audited
b) The collection process should notify when exceptions of these conditions have been experienced, or audits of the information highlight anomalies

System integrity checks are performed bi-weekly unless exceptional conditions arise at which point they're investigated the same day.
Incident management type Supplier-defined controls
Incident management approach Our incident management process covers the reporting of information security events for all employees/IT Staff.

Information security events and weaknesses must be reported to the Head of Operations who is responsible for the incident response and escalation procedure should it be required.

Incidents could include:

a) Uncontrolled system changes
b) Access violations – e.g. password sharing
c) Breaches of physical security
d) Non-compliance with policies
e) Systems being hacked or manipulated

RCA (Root Cause Analysis) reports are created for outages/issues that will allow us to learn from incidents and to clearly communicate to the business as a whole.

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 £9.99 per unit per month
Discount for educational organisations No
Free trial available Yes
Description of free trial A 7 day full service trial is automatically offered on completion of a new registration. Billing information will be required but no charges will be made during the trial period and can be cancelled at any time in the portal. The trial allows use of up to 3 numbers.
Link to free trial https://team.anothernumber.com/register

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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