Yay.com - VoIP Telephony Phone System

Yay.com is a leading provider of innovative cloud-based VoIP phone systems and state-of-the-art telephony for businesses of all sizes. Our comprehensive, feature-rich 'Cloud PBX' is highly customisable and easy-to-manage. It is the ideal cost-effective solution when looking to update existing business phone systems, enhance productivity or simply seeking unrivalled service.


  • Flexible endpoints, from deskphones to dedicated smartphone and desktop apps
  • Keep existing phone numbers, or choose new local/non-geographic numbers
  • Complete online admin portal for easy configuration, roles and permissions
  • Choose from unlimited calls or PAYG plans with free minutes
  • Call recording and monitoring for compliance, training and auditing purposes
  • Real-time reporting, wallboard statistics. Call queuing, call screening and blocking
  • Remote collaboration via conference bridges, voice and video calls
  • Auto phone setup, phonebook management, click to dial CRM integration
  • Extensive call logs, BLF presence indication and voicemail to email/transcription
  • Fully customisable call routing, IVR menus, auto-attendants and call handling


  • Reduces costs substantially, enabling increased savings
  • Fully scalable solution - Easily add numbers, extensions and users
  • Instant set-up with no installation, wait times or maintenance fees
  • Helps increase workforce productivity, agility and efficiency
  • Enhances caller satisfaction through professional enterprise call features
  • Empowers distributed workforces and easily facilitates remote and home working
  • Competitive call costs, with better than landline HD call quality
  • Reduces complexity via intuitive management and a robust, easy-to-master system
  • Effortlessly create bespoke call routes to multiple devices or locations
  • Knowledgeable experts on-hand for support and advice


£3.49 to £24.99 per user per month

Service documents


G-Cloud 11

Service ID

5 6 4 0 6 0 1 3 4 2 6 9 6 3 3



Jez Pickering

0330 122 6095


Service scope

Service scope
Software add-on or extension No
Cloud deployment model Public cloud
Service constraints No.
System requirements
  • Data Connectivity / Internet Access.
  • A VoIP compatible device eg. Deskphone, smart phone, or laptop/desktop.

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Our Support opening times between 7am and 10pm Monday to Friday UK time, with calls answered in an average of <60 seconds and under 2 hours estimate for ticket responses.
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 Web chat
Web chat support availability 9 to 5 (UK time), Monday to Friday
Web chat support accessibility standard None or don’t know
How the web chat support is accessible Web chat is accessible from all pages of the website via a popup on the page.
Web chat accessibility testing No testing has been done with this chat software.
Onsite support Yes, at extra cost
Support levels Our Network Operations Centre continually manage the platform 24/7 to monitor and prevent any service critical faults or issues.

Yay.com offers fully comprehensive online and over-the-phone support to all users, with an average response time of under 2 hours.

Telephone support is available between 7am and 10pm Monday to Friday UK time, and average call answer times are within 60 seconds.

Each buyer will be assigned a technical account manager and have access to their personal contact information, such as support DDI and email address.

On-site support is available on request and at an extra cost.
Support available to third parties No

Onboarding and offboarding

Onboarding and offboarding
Getting started Users benefit from the assistance of our Support team throughout our working hours to plan, design and implement their new phone system. Unlimited ongoing support is provided following the transition.

The Buyer will be assigned an account manager that will work with them throughout the design and implementation process. Once the contract begins the Buyer will have immediate access to Dashboard but will be able to contact the account manager directly for any queries.

Handsets can be purchased pre-configured for plug-and-play functionality.

Yay.com provides detailed webinars, FAQs and Blog posts on our site which help customers understand the ins and outs of our service.

Our support team are on hand 7am-10pm Mon to Fri to help with any queries that you may have, either via email or phone.

Introductory calls can be arranged at the Buyer's convenience, and further individual online and on-site training can be provided at an extra cost.
Service documentation No
End-of-contract data extraction The buyer can export detailed CSV files of User and Number configurations, as well as full call history and call recordings, subject to their plan.

All invoices are in one place and kept for 12 months for historical billing information on the services you have taken.
End-of-contract process At the end of the contract, the customer will be free to renew their subscription with Yay.com or move to a new telephony provider. If the latter, then Yay.com will work with the customer to facilitate the move away, such as with outbound number transfers, and arranging access to any relevant data that is needed to set up with the gaining provider.

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 10
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
Application to install Yes
Compatible operating systems
  • Android
  • IOS
  • Linux or Unix
  • MacOS
  • Windows
  • Windows Phone
Designed for use on mobile devices Yes
Differences between the mobile and desktop service Detailed customisation of user account is possible through the online Dashboard.

Mobile and Desktop applications support dialling and presence features.

Online Dashboard is also optimised for Mobile and Tablet use.
Service interface Yes
Description of service interface There is an online-accessible Dashboard which allows users to fully customise their phone system. This includes adding and removing users, configuring numbers and routing, as well as viewing detailed call statistics and managing voicemails.

Accounts can be fully self-managed from this interface, with no support-led assistance necessary.
Accessibility standards None or don’t know
Description of accessibility Yay.com is accessible by a wide range of devices, and users are able to manage call flows, user and number preferences and configurations, call statistics and recordings all from the service interface.

The Dashboard is widely accessible due to appropriate font sizes, image placement, use of colour and captions to ensure all visitors can successfully and intuitively navigate the website.
Accessibility testing We have tested the site with screen reader technology.
What users can and can't do using the API Users can integrate with our in-house API by signing up through the website and creating an API account.

Simple setup requires whitelisting of IP addresses, and creation of your API account password. We also provide fully functional sandbox accounts to test in a safe and cost-free environment. Once configured, users can utilise development tools to seamlessly integrate with their account.

They'll then be able to make full use of the service with the API, from creating and editing users, numbers and call routes, to downloading call recordings and click-to-dial functionality.

The Yay.com website is powered by our own API, which means that anything you can do on your Dashboard can be done through the API.

You can view our complete documentation here: https://www.yay.com/voip-api/documentation/
API documentation Yes
API documentation formats HTML
API sandbox or test environment Yes
Customisation available Yes
Description of customisation Administrators with sufficient access can customise:
User Nicknames and Extensions,
Inbound Call Routes - full customisation of ring times, audio and sequences,
Call Queue Groups and Notices,
Wallboards Layouts and Statistics,
Audio Greetings and Hold Music,
Call Recording Per User,
Mobile and Desktop integration,
Call screening/ filtering/ restrictions.


Independence of resources The platform is fully load balanced across multiple servers around the world, which means the demand generated by all the users are effectively distributed. If the demand increases then additional capacity can be added seamlessly, with no disruption to the service.


Service usage metrics Yes
Metrics types Inbound Call Stats:
Calls Answered,
Calls Missed,
Call Duration,
Maximum Wait Time,
Maximum Call Time,
Callers in Queue,
Calls Abandoned,
Active Calls. Also:
Outbound Call Costs per user/ number,
User Availability,
Incoming Caller Information (caller ID),
Number of Users/ Extensions,
Active Numbers.
Reporting types
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request


Supplier type Not a reseller

Staff security

Staff security
Staff security clearance Other security clearance
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 Managed by a third party
Penetration testing frequency At least every 6 months
Penetration testing approach In-house
Protecting data at rest Encryption of all physical media
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 their data from the site at any time, live, from the website.
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 IPsec or TLS VPN gateway

Availability and resilience

Availability and resilience
Guaranteed availability Yay.com does not offer a formal SLA with it's plans. An SLA can be discussed upon request.
Approach to resilience The system is load-balanced and distributed across multiple data centres around the world, ensuring intra-redundancy and actively mitigating any risk of platform-wide failure. Yay.com's infrastructure will dynamically failover to working data centres, ensuring that calls are never missed.

In the case of end-user network failure, numbers can be forwarded to mobile and landline numbers off-platform.

Further information on the resiliency of our platform is available on request.
Outage reporting Via a Public Dashboard.

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication
  • 2-factor authentication
  • Username or password
Access restrictions in management interfaces and support channels Access is restricted to those with the relevant permissions. Roles can be created and assigned by the Account Holder and any other user with necessary permissions.
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 Users contact the support team to get audit information
How long user audit data is stored for User-defined
Access to supplier activity audit information Users contact the support team to get audit information
How long supplier audit data is stored for User-defined
How long system logs are stored for User-defined

Standards and certifications

Standards and certifications
ISO/IEC 27001 certification Yes
Who accredited the ISO/IEC 27001 ISO Assured
ISO/IEC 27001 accreditation date 03/07/2019
What the ISO/IEC 27001 doesn’t cover N/A
ISO 28000:2007 certification No
CSA STAR certification No
PCI certification No
Other security certifications Yes
Any other security certifications
  • Cyber Essentials
  • ISO 27001 compliance (Data Centres and Suppliers)
  • ISO 22301 Business Continuity Management System

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 comply with ISO 27001 standards, as well as the policies specified by Cyber Essentials when dealing with internal and external matters.

All creations and amendments are communicated to the workforce to ensure total and comprehensive knowledge of our policies and procedures.

Operational security

Operational security
Configuration and change management standard Supplier-defined controls
Configuration and change management approach All changes to core platform elements are tracked in source control, and as we built the platform in-house we have a complete history of all changes and accountability.

All changes are peer-reviewed and only certain users can make service-critical updates.
Vulnerability management type Supplier-defined controls
Vulnerability management approach Our Network Operations Centre (NOC) monitor the platform 24/7, 365 days a year to assess and reinforce our infrastructure about any potential system vulnerabilities.

Patches would be deployed immediately upon realisation of system-critical threats, and the service would be resumed as soon as possible. Patches are routinely installed to improve the platform.
Protective monitoring type Supplier-defined controls
Protective monitoring approach We proactively monitor and filter network traffic, anything suspicious is automatically reported to the NOC team for further investigation. This includes compromises of end-user equipment.

Responses would be immediate, secure and effective, in an effort to resume service as soon as possible. For an end user, their account would be isolated and the customer would be contacted.
Incident management type Supplier-defined controls
Incident management approach End users can report incidents to our Support team via phone or email, or through our online status report system, where they are managed and resolved as soon as possible.

All platform issues are displayed immediately from our online status page, which would detail the nature of the issue, estimated resume time, and time of resolution.

Service issues have multiple reporting levels, including online monitoring, messaging and documentation.

Incident reports for specific events can be made available on request by customer support.

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 £3.49 to £24.99 per user per month
Discount for educational organisations Yes
Free trial available Yes
Description of free trial 14 Days of access to all features on the Yay.com platform.
5 minutes of outbound calling each day to standard UK and US landlines and mobiles.
If the customer wishes to trial international calling they can add calling credit to their account to do so.
Link to free trial https://www.yay.com/voip/try/

Service documents

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