Yay.com

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.

Features

  • 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

Benefits

  • 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

Pricing

£3.49 to £24.99 per user per month

Service documents

Framework

G-Cloud 11

Service ID

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

Contact

Yay.com

Jez Pickering

0330 122 6095

operations@yay.com

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

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

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

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.
API
Yes
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,
Numbers,
Audio Greetings and Hold Music,
Mailboxes,
Call Recording Per User,
Mobile and Desktop integration,
Call screening/ filtering/ restrictions.

Scaling

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.

Analytics

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

Resellers

Supplier type
Not a reseller

Staff security

Staff security clearance
Other security clearance
Government security clearance
Up to Developed Vetting (DV)

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 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 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

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

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

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

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

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

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

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
£3.49 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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