Timico Limited

Hosted Mitel Cloud (Flex)

Mitel Cloud is a subscription based solution for businesses wanting to consume UC and omni-channel contact centre services from the cloud. The solution is hosted in geo-diverse data centres and can be delivered over the public internet or a customer's private wide area network.

Features

• SIP Services
• VOIP Services
• Contact Centre and Omni-channel
• Unified communications and collaboration
• Instant messaging
• Enable homeworking
• Video conferencing
• Business continuity

Benefits

• Improve business continuity
• VOIP managed service
• Monitoring and management
• Enable homeworking
• Managed homeworkers
• Flexibility of service and scalability
• Eliminates risk

£400 a person a day

• Education pricing available
• Free trial available

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

• Modern Slavery statement

  PDF

Framework

G-Cloud 12

Service ID

616689668477282

Contact

John Garton
07387 092775
john.garton@timico.co.uk

Service scope

• Software add-on or extension: Yes, but can also be used as a standalone service
• What software services is the service an extension to: Timico's VOIP solutions can be integrated into CRM / ERP solutions and desktop applications such as Microsoft 365.
• Cloud deployment model:
  • Public cloud
  • Private cloud
  • Hybrid cloud
• Service constraints: All of our cloud platforms can be built around scheduled maintenance intervals.
• System requirements: Dependent on solution - please see full service description

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Our service desk operates 24/7/365 and is available at weekends.Tickets raised into our service desk are triaged within 30 minutes. They are then dealt with in line with their priority level in line with our service promise and the Service Level Agreements (SLAs) put in place for that contract.
• 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: 9 to 5 (UK time), Monday to Friday
• Web chat support: No
• Onsite support: Onsite support
• Support levels: Onsite support is categorised into levels 1, 2 or 3. Technical expertise ranges from basic end user support through to deployment of hardware and configuration. Onsite support can be sold in bundles of day tickets or charged on a time and material basis. Timico also monitor, maintain and patch in line with our standard policies and your requirements. The relevant support is discussed at the time of solution design.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Within the solution design of the deployment of the service we will discuss the transition and deployment plan for your end users. Our support to end users can range from providing a phone number into our IT Helpdesk through to providing an onsite engineer to help on Go Live days with training end users.
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: There are a variety of different options for this dependent on the solution that has been provided, and this requirement will be discussed and agreed with the buyer once notice of the contract has been given.
• End-of-contract process: An Exit Provision is built into the Service Provider Agreement. At the point a request to terminate the contract an exit plan will be agreed including the format and provision of data and any novation to an alternative supplier.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: There's no difference with the feature set on mobile devices. This is supported on Android 6.0 onwards, and IOS 10.3 onwards.
• Service interface: No
• API: Yes
• What users can and can't do using the API: Our cloud service provides a complete suite of rest APIs. These are not used to set up the service, but allow a customer to integrate third party applications like core control.
• API documentation: Yes
• API documentation formats:
  • HTML
  • PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: All our applications can be accessed through browsers and be customised to suit each individual user's profile, call routing, mailbox access. Users and admins can customise this configuration.

Scaling

• Independence of resources: The Microsoft SaaS elements are controlled by the provider and we deliver a service wrap. SIEM/SOC and Mitel Services are deployed as dedicated instances with allocated resources to prevent noisy neighbours.

Analytics

• Service usage metrics: Yes
• Metrics types: Metrics types vary based upon the service taken, however there is a list below. CPU Disk Memory Network Number of active instances Number of users Call statistics License quantities.
• 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: Mitel / Gamma

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: Complies with a recognised standard (for example CSA CCM version 3.0)
• Penetration testing frequency: At least once a year
• Penetration testing approach: In-house
• Protecting data at rest:
  • Physical access control, complying with another standard
  • Encryption of all physical media
  • Other
• Other data at rest protection approach: • Secure racks and/or cages; • ISO27001 and PCI aligned Physical Security policy in all datacentres; • Backups encrypted in transit and at rest to 256-Bit AES; • Data encrypted at rest to FIPS-140-2 standard; • ISO27001 aligned Media Handling and Disposal Policy in place.
• Data sanitisation process: Yes
• Data sanitisation type:
  • Explicit overwriting of storage before reallocation
  • 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: There are a variety of different options for this dependent on the solution that has been provided, and this requirement will be discussed and agreed with the buyer at the point of the solution design and inception.
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • PDF
  • Excel
  • Zip
• Data import formats:
  • CSV
  • Other
• Other data import formats:
  • Excel
  • Zip

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
  • Other
• Other protection between networks: IPSEC or Private circuits (CAS-T) can be deployed in order to protect data in transit.
• Data protection within supplier network: Other
• Other protection within supplier network: Data is only encrypted within the customers environment or from endpoint to endpoint with the agreed encryption methods (IPSEC/CAS-T). Packets across our network are not encrypted, but seperated by MPLS label at layer three or VLAN segmentation within data centres. The network infrastructure has physical, configuration, and administrative security applied aligned to our security standards.

Availability and resilience

• Guaranteed availability: High 99.999% SLA performance and efficiency for core voice, with high-availability geo-redundancy deployment for enhanced disaster recovery and additional availability of service.
• Approach to resilience: All services are designed with DR and BCP in mind. Services delivered on the Microsoft Cloud are highly available, Geo-redundant SaaS services. Timico hosted services, similarly are designed with replication and geo-redundancy at the Hypervisor for HA and Low RPO recovery. Full BCP capabilities exist from a personnel perspective.
• Outage reporting: Timico's incident management process includes notification of outage that is available via a Service Dashboard, API, Email Alerts and SMS.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Username or password
  • Other
• Other user authentication: All customers are required to complete a customer contact list with associated levels of authorisation. The customer is in control of this list, with only key contacts able to make changes. Where customers call by telephone from an unknown number or request major Changes, Timico have a secure password agreed with each customer in advance to authenticate that user. Controls in place include: • Two factor authentication for user access; • TLS 1.2 based traffic; • HTTPS enforced on ITSM portal; • Role based access controls. • Active monitoring of authentication activity.
• Access restrictions in management interfaces and support channels: All customers are required to complete a customer contact list with associated levels of authorisation. The customer is in control of this list, with only key contacts able to make changes. Where customers call by telephone from an unknown number or request major Changes, Timico have a secure password agreed with each customer in advance to authenticate that user. Controls in place include: • Two factor authentication for user access; • TLS 1.2 based traffic; • HTTPS enforced on ITSM portal; • Role based access controls. • Active monitoring of authentication activity.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Username or password
  • Other
• Description of management access authentication: All customers are required to complete a customer contact list with associated levels of authorisation. The customer is in control of this list, with only key contacts able to make changes. Where customers call by telephone from an unknown number or request major Changes, Timico have a secure password agreed with each customer in advance to authenticate that user. Controls in place include: • Two factor authentication for user access; • TLS 1.2 based traffic; • HTTPS enforced on ITSM portal; • Role based access controls. • Active monitoring of authentication activity.

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: At least 12 months

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Approachable Certification
• ISO/IEC 27001 accreditation date: April 2020
• What the ISO/IEC 27001 doesn’t cover: The scope of our ISO 27001 accreditation applies to all aspects of the work conducted by Timico Limited as a managed cloud services provider at its Headquarters and Data Centre in Newark, Nottinghamshire and its Telford, Winnersh and London Offices.
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: Yes
• Who accredited the PCI DSS certification: Teamwork IMS Ltd
• PCI DSS accreditation date: 26/02/2020
• What the PCI DSS doesn’t cover: Timico's PCI DSS Certification does not cover our customer's own media (containing CHD) if used. Timico does not have any contact with customer's hardcopy media in relation to cardholder data that the customer might store, process or transmit. Timico also does not have access to a customer's cardholder data, and hence do not share cardholders data with any parties.
• 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: Security is part of our culture. We maintain a Security Manual detailing the policies and procedures we adhere to as a company both systems and personally. We maintain a rota of security meetings and reviews to discuss the policy or specific requirements. we are happy to share the Security Manual at the point of engaging with you. We are a registered ISO: 27001 company, confirming our ability to produce a framework of policies and procedures that match the essential information risk management processes, including legal, physical and technical controls. In order to maintain essential security regulations, we ensure compliance through all of our business processes. This allows us to deliver products and services to you with the confidence all your business data and processes are secure, with no room for error. With specific reference to security for our Data Centre, this was built with resilience and N+1 or N+N in mind. The facility sits behind security enforcement and an access-controlled gate. Our reception is a managed full-time, with CCTV systems running throughout the facility 24/7. Biometric access controls give us the confidence that our data centre is secure, and we operate a strict access policy to prevent any unauthorised visits.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: The primary objective of our Configuration and Change Management (and part of our ISO9001 processes) is to enable changes to be made with minimal or no disruption to the services we provide. The goals of the this policy include a standard process for requesting, planning, approving, communicating, implementing and reporting changes to services. Policies are in place for all categories of change - standard, normal, emergency and retrospective, and risk and impact assessments are carried out prior to any change. If required a technical engineer will review the changes, and our customers are always required to approve any change undertaken.
• Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Vulnerability management approach: Timico various vendor and Threat Intelligence sources in order to obtain information regarding potential threats. Combining the external information with regular vulnerability scanning and review, context and risk is applied to the vulnerabilities. The risk level (based upon CVSS and limited by scope/context) then drives patch timescales based upon the patching policy. Timico work towards remediating critical security issues within 30 days of identification.
• Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Protective monitoring approach: Timico operates SIEM technology, supported by a 24/7 SOC that is outsourced with an SLA of 15 minutes for notification to our ITSM of an incident being identified. Timico's core infrastructure and systems feed event information into the SIEM. Once the incident is logged within our ITSM it is treated as per our Security Incident Management Policy with a 30 minute triage OLA.
• Incident management type: Conforms to a recognised standard, for example, CSA CCM v3.0 or ISO/IEC 27035:2011 or SSAE-16 / ISAE 3402
• Incident management approach: A detailed/documented incident process is included within our Information Security Manual, and forms part of our ISO 9001/27001 certifications. Any incident is logged in our ServiceNow platform, where all updates are added, with the incident flag selected. As soon as the incident is logged, the relevant people will then: - ▪ Assess the Incident and its seriousness ▪ Ensure communications take place with those affected ▪ Develop tactics for containing the Incident, so any damage does not spread ▪ Ensure analysis takes place to help ascertain its root cause(s) ▪ Ensure correctives actions are implemented, and aim to prevent recurrence

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: £400 a person a day
• Discount for educational organisations: Yes
• Free trial available: Yes
• Description of free trial: A free trial may be available for this service - subject to the requirements and the actual solution required, and subject to agreement by both parties.

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

• Modern Slavery statement

  PDF