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telent Technology Services Ltd
telentConnect - Cloud Telephony and Unified Communications - Education
telentConnect is a hosted Voice and Unified Communications service provided as SaaS and powered by the award winning Unify OpenScape Enterprise technology. The telentConnect service provides a wide range of functionality to replace traditional business telephone systems and additional multi-media communication options to support collaborative, mobile and location independent working.
Features
- UK dual data centre hosted, Voice & Unified Communication as-a-Service
- Rich voice features and ability to integrate with legacy equipment
- Audio Conference - Dial into a conference call from anywhere
- Web Conference - Share screens, files and give remote control
- Mobile Client - Extend access to telentConnect on your mobile
- Contact Centre - Efficient management of inbound customer contact
- Microsoft Integration - Fusion software for Lync and Outlook integration
- On-site Gateways - Integrate with legacy systems during migration
Benefits
- Reliability - 99.999% service availability and 24/7 365 customer service
- Security - 256-bit AES end to end encryption
- Flexibility - Match users with features and functions they require
- Scalability - Add more users, sites and locations when necessary
- Cost saving - Eliminates the need to run telephony infrastructure
- Seamless deployment - Deployed without interruptions to the business
Pricing
£3.14 per user per month
- Education pricing available
Service documents
- Pricing document
- Skills Framework for the Information Age rate card
- Service definition document
- Terms and conditions
- Modern Slavery statement
Framework
G-Cloud 11
Service ID
521804878950340
Contact
Service scope
| Software add-on or extension | No |
| Cloud deployment model | Private cloud |
| Service constraints | No, it is a dual server solution allowing service to be maintained during planned maintenance and is architected to support up to 100,000 users. |
| System requirements | IOS, Android or Windows to support Softphone Client |
User support
| Email or online ticketing support | Email or online ticketing |
| Support response times | Response SLA's vary depending upon severity of the ticket. We aim to respond between 15 mins and 2 hours. Depending upon security classifications we may guide customer to use our tickieting portal. |
| 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 | Monday to Friday 9am - 5pm or 24x7 service option with 4 hour response for Priority 1 faults. Other options available subjec to discussion and agreement. |
| Support available to third parties | No |
Onboarding and offboarding
| Getting started | We create a migration & implementation plan specific to each customer deployment. This is supported by a range of end user training services. |
| Service documentation | Yes |
| Documentation formats | |
| End-of-contract data extraction | We would provide a data extract as part of the decommissioning process |
| End-of-contract process | We create a customer specific decommisioning plan. |
Using the service
| Web browser interface | No |
| Application to install | Yes |
| Compatible operating systems |
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| Designed for use on mobile devices | Yes |
| Differences between the mobile and desktop service | There is a cut down user interface but the functionality is the same between desktop and mobile application. |
| API | No |
| Customisation available | Yes |
| Description of customisation | Can be discussed on request |
Scaling
| Independence of resources | Our service uses a hybrid of public and private cloud with a mix of multi-tenant and multi-instance applications to ensure that each customer deployment has sufficient resources for its users and is not affected by other users of the service. |
Analytics
| Service usage metrics | Yes |
| Metrics types | We provide a standard set of metrics but work with customers to provide tailored information. |
| Reporting types |
|
Resellers
| Supplier type | Not a reseller |
Staff security
| Staff security clearance | Conforms to BS7858:2012 |
| Government security clearance | Up to Security Clearance (SC) |
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 | At least every 6 months |
| Penetration testing approach | ‘IT Health Check’ performed by a CHECK service provider |
| Protecting data at rest | Physical access control, complying with SSAE-16 / ISAE 3402 |
| Data sanitisation process | Yes |
| Data sanitisation type | Explicit overwriting of storage before reallocation |
| 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 export approach | We would export data as part of the decommissioning process |
| Data export formats | CSV |
| Data import formats | CSV |
Data-in-transit protection
| Data protection between buyer and supplier networks | TLS (version 1.2 or above) |
| Data protection within supplier network |
|
Availability and resilience
| Guaranteed availability | We tailor and agree SLA's with each customer to best support their requirements. |
| Approach to resilience | This information can be provided on request. |
| Outage reporting | The service has a range of reporting options which can be tailored to suit each customer. |
Identity and authentication
| User authentication needed | Yes |
| User authentication | Username or password |
| Access restrictions in management interfaces and support channels | Access is managed at different levels dependent on user requirements and administered y Super Users/System Administrators. Access for those providing support is also managed by the Super User/Administrators. |
| Access restriction testing frequency | At least every 6 months |
| Management access authentication |
|
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 | At least 12 months |
| Access to supplier activity audit information | Users contact the support team to get 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
| ISO/IEC 27001 certification | Yes |
| Who accredited the ISO/IEC 27001 | BSI |
| ISO/IEC 27001 accreditation date | 23/05/2018 |
| What the ISO/IEC 27001 doesn’t cover | All personnel are covered by the certification. |
| 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 | Yes |
| Security governance standards | ISO/IEC 27001 |
| Information security policies and processes |
We have a Full time Security Officer and appropriate policies are promulgated throughout the business supported by our CEO. Details can be provided on request. |
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 | We have established change and configuration management processes that ensure the service and changes/updates are tracked through updates etc. As part of the security checks and penetration testing we check for potential security updates and proactively monitor the service and manage the update process to address significant security issues. |
| Vulnerability management type | Supplier-defined controls |
| Vulnerability management approach |
The Vulnerability Intelligence Process (VIP) is an integral part of the Baseline Security Policy which contains the technical guidelines for the secure development, release and sustaining of the company’s products. Product planning and design: Threat and risk analysis to determine the essential security requirements. Product development and test: Penetration tests to discover implementation vulnerabilities and to verify the hardening of the default system configuration Installation and start of operation: Hardening guides to support the configuration of the systems. Operation and maintenance: Proactive Vulnerability Management to identify, analyze and resolve vulnerabilities. |
| Protective monitoring type | Supplier-defined controls |
| Protective monitoring approach |
The following sources are monitored for security vulnerabilities that are potentially affecting products: • Vulnerabilities that become known to the public through various sources, especially through software vendor advisories, CERT and governmental organizations, and professional vulnerability information service providers1. • Results of internal security assessments If new vulnerabilities are detected in new products or new versions of products which are still under • development, the OBSO determines if the vulnerabilities may also impact already released products or versions and if customers using the released products or versions are at risk. • Vulnerabilities reported by external security researchers/customers. |
| Incident management type | Supplier-defined controls |
| Incident management approach |
We have a range of tried and tested processes to capture and deal with incidents ad reports are provided to customers tailored to suit their requirements. We have a 24x7 Call Centre and industry standard incident management applications for handling and dealing with incidents raised. these applications generate the reports customers require. |
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
| Connection to public sector networks | No |
Pricing
| Price | £3.14 per user per month |
| Discount for educational organisations | Yes |
| Free trial available | No |