Daisy Corporate Services Trading Limited

Public Cloud Voice and Collaboration

The Daisy Public Cloud Voice and Collaboration service brings together OpenScape Voice and Circuit as an internet application providing voice, video, messaging, presence and screen/file sharing into one view accessible on any device. This is an ideal transition from legacy Unify, Siemens, HiPath, Hicom and DX PBX systems.

Features

  • Standard enterprise telephony functionality
  • Initiate and accept voice calls with multiple participants
  • Start conferences with voice, video, file sharing, and messaging
  • Transfer calls to other devices or destinations
  • Collaboration and Unified Communications (UC) Service
  • Place secure free-of-charge calls between users
  • Get a visual overview of the call participants
  • Presence-aware, including location details
  • Soft and physical client
  • PSTN access

Benefits

  • Supported by Daisy a leading UK Public sector service provider
  • The service delivers high availability with built-in security
  • Automatically updated to include the latest enhancements and security updates
  • Presence accelerates communications, processes and decision-making
  • The conversational structure adds context to your communications
  • Enables remote collaborative working, reducing travel time and associated expenses
  • The service flexes up and down to meet business requirements
  • Reduced Operating Expenses with no large capital outlay.
  • Allows the rapid deployment compared to the provision on-premise solutions.
  • Sustainable service delivering both reduced power consumption and equipment footprint

Pricing

£0.62 to £70 a unit a month

Service documents

Framework

G-Cloud 12

Service ID

5 5 6 7 4 3 0 4 8 2 5 7 8 7 4

Contact

Daisy Corporate Services Trading Limited Andy Riley
Telephone: 07540 203 303
Email: publictenders@daisygroup.com

Service scope

Software add-on or extension
No
Cloud deployment model
Community cloud
Service constraints
No
System requirements
None

User support

Email or online ticketing support
Email or online ticketing
Support response times
First level support Priority 1 & 2 incidents = 24/7, within 0.5 hours
Priority 3 & 4 incidents = 0900-1700 Monday to Friday excluding Bank Holidays, within 2 hours
User can manage status and priority of support tickets
No
Phone support
Yes
Phone support availability
9 to 5 (UK time), Monday to Friday
Web chat support
No
Onsite support
Yes, at extra cost
Support levels
Priority Level 1" means Incidents where the service in its entirety, is not available to all of your Circuit Users.
"Priority Level 2" means Incidents where relevant parts or functionalities of the service, such as the search function, storage access, content sharing, etc., are not available.
"Priority Level 3" means incidents that are not assigned to priority levels 1 and 2
Support available to third parties
No

Onboarding and offboarding

Getting started
The Customer shall submit their order via the G-Cloud portal or e-mail their order to the defined contact publictenders@daisygroup.com.
Service documentation
Yes
Documentation formats
  • HTML
  • PDF
End-of-contract data extraction
Customer can download the existing files from the service.
End-of-contract process
At the end of the initial contract period the terms and conditions that are applicable to the contract and any amendments agreed therein specific to the relevant service provision would apply, however the supplier would provide additional support required beyond the contract term in line with the agreed prices/ rate card in place at that time, for the specific activity in question.

Using the service

Web browser interface
Yes
Supported browsers
  • Internet Explorer 11
  • Microsoft Edge
Application to install
Yes
Compatible operating systems
  • Android
  • IOS
  • MacOS
  • Windows
Designed for use on mobile devices
Yes
Differences between the mobile and desktop service
We provide a Mobile Client and Supervisor applications, which are available as standard for iOS and Android devices.
The mobile client delivers key functionality similar to a desktop client.
The Mobile Supervisor allows call centre managers to display summary and detailed real-time statistics of agent and queue performance. If the call centre is under-performing managers are able to make changes to agent skills profiles ‘on the fly’ in order to boost performance.
If the service is delivered on an official platform the mobile clients’ need to run over a mobile service providers APN.
Service interface
Yes
Description of service interface
Via handset interface or via Agent/ Manager applications.
Accessibility standards
None or don’t know
Description of accessibility
Via handset interface or via Circuit client
Accessibility testing
None
API
No
Customisation available
No

Scaling

Independence of resources
The service is designed as shared service and delivers the same service levels for all users at all times independent of load share

Analytics

Service usage metrics
Yes
Metrics types
Standard reports are:
Incidents
MACs
Incident Ticket Status (Open Tickets)
Tickets Closed
Reporting types
Regular reports

Resellers

Supplier type
Reseller providing extra support
Organisation whose services are being resold
Atos IT Services UK Limited

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
  • European Economic Area (EEA)
  • Other locations
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
‘IT Health Check’ performed by a CHECK service provider
Protecting data at rest
Physical access control, complying with another standard
Data sanitisation process
Yes
Data sanitisation type
Explicit overwriting of storage before reallocation
Equipment disposal approach
In-house destruction process

Data importing and exporting

Data export approach
Customer can download the existing files from the service.
Data export formats
Other
Other data export formats
Same format they were uploaded
Data import formats
Other
Other data import formats
Format of existing file

Data-in-transit protection

Data protection between buyer and supplier networks
Legacy SSL and TLS (under version 1.2)
Data protection within supplier network
Other
Other protection within supplier network
Username and strong password/passphrase enforcement

Availability and resilience

Guaranteed availability
The service has a target availability of 99.9%.
Service credits are negotiated on an individual contractual basis.
Approach to resilience
The infrastructural architecture is virtualised which has been made fully resilient through its N+1 design.
2. Network trunks to the Internet are provided by multiple carriers, serviced from different point of presence hubs
3. Our Data Centre environment is fully compatible with the service levels we offer and further information can be made available upon request.
Outage reporting
The system is proactively monitored 24/7 by the Unify network operations centre. Priority 1 and 2 faults will be typically fixed remotely by the NOC.

Identity and authentication

User authentication needed
Yes
User authentication
  • Limited access network (for example PSN)
  • Dedicated link (for example VPN)
Access restrictions in management interfaces and support channels
Username/password
Access restriction testing frequency
At least once a year
Management access authentication
  • Dedicated link (for example VPN)
  • Username or password

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
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
Coalfire
ISO/IEC 27001 accreditation date
24/07/2014
What the ISO/IEC 27001 doesn’t cover
We are in accordance with the statement of applicability version 8 ISO27001:2013
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
Unify is accredited to ISO 27001 which covers all necessary policies and processes

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
Conforms to ITIL-V3. Configuration and change management is managed through a changed control board.
Vulnerability management type
Supplier-defined controls
Vulnerability management approach
We are pen tested by an independent body at least once a year, patching is deployed as follows:
Critical and security patches are deployed within 1 week
Vendor notification actions are reviewed and deployed within 1 week
Protective monitoring type
Supplier-defined controls
Protective monitoring approach
Will be provided on request
Incident management type
Supplier-defined controls
Incident management approach
Knowledge based articles and FAQ's are created for support teams for common incidents. This ensures incidents are dealt with as quickly and as efficently as possible. Incidents can be logged via the Portal, email and telephone. Incident reports are generated by Service Management Team. Customer will have access to incidents via a user portal which will show resolution. Our portal also provides a standard set of reports which customers can use to look at incidents raised.

Secure development

Approach to secure software development best practice
Supplier-defined process

Public sector networks

Connection to public sector networks
No

Pricing

Price
£0.62 to £70 a unit a month
Discount for educational organisations
No
Free trial available
Yes
Description of free trial
A free unlimited version is available including:
- Up 100 users
- 3 users per conference call
- Data limit of 1GB
Link to free trial
https://www.circuit.com/register

Service documents