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.


  • 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


  • 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


£3.14 per user per month

  • Education pricing available

Service documents

G-Cloud 11


telent Technology Services Ltd



Service scope

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

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

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 PDF
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

Using the service
Web browser interface No
Application to install Yes
Compatible operating systems
  • Android
  • IOS
  • Windows
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.
Customisation available Yes
Description of customisation Can be discussed on request


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.


Service usage metrics Yes
Metrics types We provide a standard set of metrics but work with customers to provide tailored information.
Reporting types
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request


Supplier type Not a reseller

Staff security

Staff security
Staff security clearance Conforms to BS7858:2012
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
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 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-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
  • Legacy SSL and TLS (under version 1.2)

Availability and resilience

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

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
  • 2-factor authentication
  • Username or password

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 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

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

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

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

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

Public sector networks
Connection to public sector networks No


Price £3.14 per user per month
Discount for educational organisations Yes
Free trial available No

Service documents

pdf document: Pricing document pdf document: Skills Framework for the Information Age rate card pdf document: Service definition document pdf document: Terms and conditions pdf document: Modern Slavery statement
Service documents
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