On Direct Business Services Limited

Cloud Direct Skype for Business as a Service

Hosted cloud-based Microsoft Skype for Business is an enterprise–ready unified communications platform that connects people everywhere as part of their everyday productivity experience, providing a consistent, single client experience for presence, instant messaging, voice, HD video and meetings. We can add further features at a charge such as call recording.

Features

  • Single client experience for presence, IM, voice, video and meetings
  • Move easily from instant messaging into ad-hoc online meetings
  • Conduct online presentations to customers and colleagues including audio, video
  • Invite external contacts to online meetings via web-based client
  • View presence and click to communicate from within Microsoft Outlook
  • Communicate with external organisations running Skype4B federation; IM, audio, video
  • Skype for Business connects Skype contacts using IM, audio, video
  • Enterprise Voice capable allowing the replacement of existing telephone systems
  • Reply to email with IM or audio call

Benefits

  • Users can communicate securely from anywhere they have network connectivity
  • Makes communicating easier with a consistent and familiar experience
  • Available on Windows PC’s, Windows phones, iOS and Android smartphones
  • Seamless experience via Skype4B app for Windows 8 & RT
  • Skype for Business unifies calls, meetings, presence & instant messaging
  • Skype for Business Federation extends UC securely over the internet
  • Federation extends UC to customers, suppliers & partners via Skype
  • Skype for Business uses H.264SVC to provide high quality video
  • See 5 meeting participants simultaneously with multiparty HD video
  • Joining SkypeforBusiness meeting requires single touch; smartphones, tablets, PC’s

Pricing

£5 to £14 per licence per month

  • Free trial available

Service documents

Framework

G-Cloud 11

Service ID

5 9 5 8 2 8 8 0 9 5 6 0 9 4 2

Contact

On Direct Business Services Limited

George Swindale

0800 0315 966

george.swindale@clouddirect.net

Service scope

Software add-on or extension
No
Cloud deployment model
Public cloud
Service constraints
Phone Number Formats: If using Skype for Business Standard Plus or Enterprise Plus, phone numbers are formatted to E.164 (international number format). For example, the number 0333 077 0000 is displayed as +443330770000. This applies when publishing phone numbers in Skype for Business Client, Outlook contacts, and to CLI presented on incoming calls.
Premise-based PBX: There is no integration with a premise-based PBX such as Remote Call Control (RCC) or Presence, on the standard Hosted Skype for Business from Cloud Direct. It can be implemented strictly subject to an individual deployment project with a Customer, on supported standards based PBX’s.
System requirements
  • Bandwidth requirements need to be met
  • Operating system version has to be Windows 7 or above
  • Minimum Office version is Office 2013
  • Minimum Mac client is Microsoft Lync for Mac 2011
  • Minimum Server 2008 Domain Controllers
  • Minimum Server 2003 Domain Functional level
  • An internal certificate authority is a requirement
  • A public certificate(s) is a requirement, e.g. Godaddy

User support

Email or online ticketing support
Email or online ticketing
Support response times
Dependant on issue classification - see our Service Definition. Initial Response times are between one hour and one working day. Core Customer Support working hours; 8am-6pm Monday to Friday, excluding Bank holidays. Support issues classified as critical are supported 24x7x365.
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
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 provided by a third-party service called LiveChat. It is a text-only service.
Web chat accessibility testing
N/A
Onsite support
Yes, at extra cost
Support levels
CARE LEVELS HOURS OF COVER RESPONSE TARGET
Standard - 08:00 to 18:00, Monday – Friday excludes UK Public/Bank Holidays - 30 seconds by telephone, 15 minutes by email/ticket
Enhanced 24 hours a day, 7 days a week, 365 days per year - 30 minutes by telephone only out of hours

The customer will receive Enhanced Level of Care by default. No changes may be made to this Service Level Agreement, except by written agreement dated and signed by both parties.

When a support issue is raised you'll be given one point of contact.
Support available to third parties
Yes

Onboarding and offboarding

Getting started
We offer several types of training to our customers:
• Questions can be forwarded to our Technical Services team.
• Training is provided as part of the on-boarding process (Train the trainer).
• Bespoke, in-depth training can be delivered in person or via webinar from our Professional Services team at a cost.
Service documentation
No
End-of-contract data extraction
This service holds no customer data.
End-of-contract process
There is no charge to cancel the service.

Using the service

Web browser interface
No
Application to install
Yes
Compatible operating systems
  • Android
  • IOS
  • MacOS
  • Windows
  • Windows Phone
Designed for use on mobile devices
Yes
Differences between the mobile and desktop service
The Skype for Business mobile client is designed for working on the move, however the mobile client lacks some advanced capabilities of the full desktop client.
For example features such as desktop sharing, multiparty video conferencing, meeting tools, consultative transfer and client side recording are not available for mobility clients, other features may also not be available.
Service interface
Yes
Description of service interface
Users access the service via the Skype for Business client software or via the web client.
Accessibility standards
None or don’t know
Description of accessibility
Users access the service via the Skype for Business client software or via the web client.
Accessibility testing
None - this would be completed by the software vendor.
API
No
Customisation available
No

Scaling

Independence of resources
An independent scoping of the platform is completed prior to deployment to ensure system capacity is adequate for the number of users on the platform.

Analytics

Service usage metrics
Yes
Metrics types
Skype for Business Server provides Quality of Experience / CDR reporting and more.
Reporting types
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

Supplier type
Reseller providing extra features and support
Organisation whose services are being resold
Microsoft

Staff security

Staff security clearance
Other security clearance
Government security clearance
Up to Baseline Personnel Security Standard (BPSS)

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
Managed by a third party
Penetration testing frequency
At least once a year
Penetration testing approach
Another external penetration testing organisation
Protecting data at rest
Physical access control, complying with another standard
Data sanitisation process
Yes
Data sanitisation type
Deleted data can’t be directly accessed
Equipment disposal approach
A third-party destruction service

Data importing and exporting

Data export approach
Not applicable
Data export formats
Other
Other data export formats
Not Applicable
Data import formats
Other
Other data import formats
Not Applicable

Data-in-transit protection

Data protection between buyer and supplier networks
  • Private network or public sector network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Bonded fibre optic connections
  • Legacy SSL and TLS (under version 1.2)
  • Other
Other protection between networks
Segmentation firewalls
Dedicated Customer VRF's
Dedicated Customer VLANs
Data protection within supplier network
  • TLS (version 1.2 or above)
  • Legacy SSL and TLS (under version 1.2)

Availability and resilience

Guaranteed availability
The uptime of this service is 99.99% within a month. There are no service credits available if the uptime commitment is breached. Please see the service description for more information.
Approach to resilience
Available on request
Outage reporting
Email alerts

Identity and authentication

User authentication needed
Yes
User authentication
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Dedicated link (for example VPN)
  • Username or password
Access restrictions in management interfaces and support channels
Dedicated management network operations centre
Access restriction testing frequency
At least once a year
Management access 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
Between 1 month and 6 months
Access to supplier activity audit information
Users contact the support team to get audit information
How long supplier audit data is stored for
Between 1 month and 6 months
How long system logs are stored for
Between 1 month and 6 months

Standards and certifications

ISO/IEC 27001 certification
No
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
Cloud Direct have several policies around information security including vendor management, problem management, risk management, access control and information control. Every policy and process has an owner who is responsible to ensure it's followed as well as line-managers within the business. We have also built processes into our systems to help with adherence. Any time a process isn't followed a non-conformance is raised and investigated.

Operational security

Configuration and change management standard
Supplier-defined controls
Configuration and change management approach
Cloud Direct hold ISO 27001 (Security) certification and follow annually audited processes for the management of change within the service. Changes to the service are classified as either pre-defined change , i.e. changes that are documented as a standard procedure for example, adding in a new replication instance or authorisation change which must be approved. All authorisation changes are reviewed by our change board before being allowed to proceed. Full documentation of these changes are retained within our service management system.
Vulnerability management type
Supplier-defined controls
Vulnerability management approach
The service is continually monitored to look for issues and threats. These are then dealt with according to their severity and impact to the platform. The service has been built with security in mind.
Protective monitoring type
Supplier-defined controls
Protective monitoring approach
The service is continually monitored to look for issues and compromises. These are then dealt with according to their severity and impact to the platform.
Incident management type
Supplier-defined controls
Incident management approach
Cloud Direct holds a ISO20000 certification for service management. This is an independent audit of a business’ ability to delivery consistently high-quality IT services. Cloud Direct bases its processes on ITIL® - a comprehensive set of best practices for IT Service Management. The ethos behind ITIL is the recognition that organisations are increasingly dependent on IT in order to meet business needs. This leads to an increased requirement for high quality IT services. All incident management processes are documented and audited in line with this certification.

Secure development

Approach to secure software development best practice
Supplier-defined process

Public sector networks

Connection to public sector networks
No

Pricing

Price
£5 to £14 per licence per month
Discount for educational organisations
No
Free trial available
Yes
Description of free trial
We can provide POC via our test bed environment. Please enquire for trial services.

Service documents

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