Qubic Group plc

Microsoft Teams Telephony with Direct Routing

Qubic provides a Microsoft Teams telephony service that connects to the PSTN via our own direct routing with outstanding-value per minute billing. We can tightly integrate with phone systems including Mitel and provide extended features including contact centre, call logging, voice recording and UC.

Features

  • Works across multiple platforms, Windows, Android, iOS, MacOS
  • Direct routing to PSTN via Qubic Session Border Controller
  • Resilience through high-availability SIPs
  • Routing managed by Qubic at the Qubic Cloud
  • All calls originated in UK (Microsoft all US)

Benefits

  • Full interoperability with legacy and other telephony solutions
  • Delivered over Qubic's highly resilient network
  • Worldwide range of telephone numbers
  • Optional Smart Number and fraud detection with notification
  • Entire end-to-end solution, provisioned by a single source
  • Single monthly bill, billed per minute (not Microsoft Call Plan)
  • Ability to flex licensing
  • Integrates with Mitel to deliver multimedia contact centre

Pricing

£6 to £22 per licence per month

  • Education pricing available

Service documents

G-Cloud 11

651443127882043

Qubic Group plc

Lourda Russell

02086017000

lourda.russell@qubicgroup.com

Service scope

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 Legacy telephone services
Mitel telephony services
Voice Recording Services
Contact Centre
Sharepoint
AWS
Fraud detection and notification
Cloud deployment model Private cloud
Service constraints Planned Maintenance
System requirements None

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Ticket response times depend on the severity of the incident being reported.
Priority 0 - Major issues relating to severe system outages are responded to 1 hour and aimed resolution within 2 hours.
Priority 1 - Critical issues relating to severe system degradation responded to 2 hours and aimed resolution within 4 hours.
Priority 2 - Medium issues impacting an individual or single user preventing base functionality responded within 3 hours and aimed resolution within 6 hours
Priority 3 - Low issues impacting a single user responded within 4 hours and aimed resolution within 8 hours.
Further available at www.qubicgroup.com
User can manage status and priority of support tickets Yes
Online ticketing support accessibility WCAG 2.1 A
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 Round the Clock (24/7) includes:-
NOC Monitoring (24/7)
NOC fix, helpdesk support, remote server support, On-site server support
Available at additional costs:-
Monthly patches and updates, Antivirus, anti-spam monitoring and fix, system changes, user modifications, admin tasks
Hardware warranties and software license management
Prices start £200 per on prem or physical server/£150 per virtual machine

Working Hours (9 - 5) includes:-
NOC Monitoring (24/7)
NOC fix, helpdesk support, remote server support, On-site server support
Available at additional costs:-
Monthly patches and updates, Antivirus, anti-spam monitoring and fix, system changes, user modifications, admin tasks
Hardware warranties and software license management
Prices start £125 per on prem or physical server/£75 per virtual machine

Extended Hours Support (8 - 8) includes:-
NOC Monitoring (24/7)
NOC fix, helpdesk support, remote server support, On-site server support
Available at additional costs:-
Monthly patches and updates, Antivirus, anti-spam monitoring and fix, system changes, user modifications, admin tasks
Hardware warranties and software license management
Prices start £125 per on prem or physical server/£75 per virtual machine

Desktop support available from
24/7 Full support £30 per user
Extended Hours (8 - 8) support £25 per user
Working Hours (9 - 5) support £18 per user
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started As part of the set up for the application a Qubic Group dedicated Project Manager is assigned who will work closely with the customer to design the installation plan. This plan will include:-
Installation of application;
Setting up of menus and sub menus;
Applying customer logos;
Training and assistance with user set up.

As well as a project manager each customer will be assigned an Account Manager to hand hold their relationship with Qubic during the lifespan of the relationship
Service documentation Yes
Documentation formats
  • HTML
  • PDF
End-of-contract data extraction As part of the exit of a customer from Qubic Group our Cancellation team will validate and confirm the process of the data migration away from Qubic Group.

Data can be extracted and sent to a customer as per customers requirements and will always be encrypted for security.

The original data with Qubic Group can continue to be stored until the customer confirms that the data can be deleted, subject to commercial storage considerations being clarified.
End-of-contract process At the point of cancellation of a contract all services included in the contract will continue until the contract end date/point of exit.

As part of the cancellation process it will be clarified what actions are required in relation to:-

Returning of any data stored;
Returning of any hardware stored in the Qubic Group datacentres;
Cancellation of any 3rd party contracts in relation of the services provided.

Additional costs will be incurred if any (but not exclusively limited too) of the above actions require engineers or resources to perform additional tasks not included in the original contract.

Costs will also be incurred if any 3rd party agreements which are to be cancelled or terminated but have not reached the end of the contract and as such incurr a cancellation fee or charge.

Using the service

Using the service
Web browser interface No
Application to install No
Designed for use on mobile devices No
API No
Customisation available No

Scaling

Scaling
Independence of resources Within our shared physical IaaS/PaaS platform - Qubic segregates clients’ systems and data by assigning each client IaaS their own VLAN and segregated virtual firewall (vFirewall) technology.  
If required, we can also provide dedicated PaaS platforms to clients and again these are segregated via VLANS and vFirewalls technology. All client networks are either physically or virtually segregated from each other.

Analytics

Analytics
Service usage metrics Yes
Metrics types The Reporter and Scheduled Reports applications provide
detailed contact centre statistics across various levels and media.
With this capability, there is extensive management information available for cradle-to-grave reporting purposes.
Example reports include:
Over 425 standard reports
Reports delivered in Microsoft Excel for quick adoption
Reports across all media (voice, e-mail, chat, fax)
Reports on demand or scheduled reports (print, mail)
Report scheduling for supervisors
Personal report inbox for each supervisor
Automatic e-mail distribution of reports

Agent Group Performance
Additional reports can cover the following parameters:
Queues
Agent groups
Individual agents
Trunks
Make Busy with Reason
Account counts
Multimedia
Reporting types
  • Regular reports
  • Reports on request

Resellers

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

Staff security

Staff security
Staff security clearance Conforms to BS7858:2012
Government security clearance Up to Security Clearance (SC)

Asset protection

Asset protection
Knowledge of data storage and processing locations No
Datacentre security standards Complies with a recognised standard (for example CSA CCM version 3.0)
Penetration testing frequency Less than once a year
Penetration testing approach In-house
Protecting data at rest
  • Physical access control, complying with CSA CCM v3.0
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Physical access control, complying with another standard
  • Encryption of all physical media
  • Scale, obfuscating techniques, or data storage sharding
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 As part of the exit of a customer from Qubic Group our Cancellation team will validate and confirm the process of the data migration away from Qubic Group.

Data can be extracted and sent to a customer as per customers requirements and will always be encrypted for security.

The original data with Qubic Group can continue to be stored until the customer confirms that the data can be deleted, subject to commercial storage considerations being clarified.
Data export formats CSV
Data import formats CSV

Data-in-transit protection

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
Data protection within supplier network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway

Availability and resilience

Availability and resilience
Guaranteed availability Qubic Group SLA is that the service is available 99.999% as measured over the calendar month with the exception of:-
any planned and notified maintenance;
any period of force majeure;
any act or omission of the customer either directly or indirectly causes the service interruption.
In the event of service interruption the customer can claim from Qubic Group service credits which are calculated as per the terms of conditions available from Qubic Group.
Approach to resilience The Qubic Group datacentres are N+1 and Tier 3 datacentres with all operations designed to be resilient. Further information is available on request.
Outage reporting In the event of outage impacting services to Qubic Groups customers the communication to customers is managed centrally from the ticket/service desk system.

All communication will be logged into the system with regular updates. Those customers impacted receive the necessary updates via email and the customer facing portal if they have access to it.

Any customer logging a service ticket in the event of an outage will also receive updates on their ticket as well as the main central ticket.

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Limited access network (for example PSN)
  • Dedicated link (for example VPN)
  • Username or password
Access restrictions in management interfaces and support channels All users are assigned access based on users defined roles with only the relevant access for their role being provided.

A full audit trail is available of all logons and actions undertaken to provide a full history of user access and management.

Access management reviews are conducted on a regular basis to ensure correct levels of access are maintained by users per role.
Access restriction testing frequency Less than once a year
Management access authentication
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Limited access network (for example PSN)
  • Dedicated link (for example VPN)
  • 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 QMS International
ISO/IEC 27001 accreditation date 25/11/2014
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
  • IASME Goverance
  • CiSP
  • ISO9001:2015

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 Qubic Group is ISO9001 and 27001 accredited.
Within the Qubic Group we have a strictly adhered to Information Security Management System (ISMS) Policy and Procedure.
The ISMS Policy and Procedure is reviewed and set by the The Information Management Forum within Qubic Group. This forum is made up of:-
ISMS Manager who oversees the forum.
The remainder of the forum is made up of Qubic Managing Directors, Operations Manager, Service Manager, and Senior Data Engineer.
The forum is responsible for Policy and Procedure reviews, documentation, training awareness and induction, incident management and ISMS audits.
The Policy and Procedure is located on the company shared drive for all staff to access.
All new joiners are required to read and sign off the policy and procedure as part of their induction process.
All existing other staff sign off the policy and procedure annually.

Operational security

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 IT change management is a controlled process and any required internal changes to the computing environment are registered by raising a Case Record in the CRM system.
The nature of the change, rationale and any security implications are recorded. Changes to customer networks are similarly requested and logged in the CRM system.
All concerned parties are informed of the status of the request as changes progressed and implemented.
Vulnerability management type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach Technical vulnerabilities identified as a result of the implementation of the ISMS are reviewed and addressed as detailed in this Manual.
Patches required to address vulnerabilities in systems are white line tested by a third party provider before being authorised for deployment.
Protective monitoring type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach Qubic Group use proactive monitoring tools to continuously monitor the status of the environments and infrastructures that are delivered to customers.

The monitoring tool will issue an alarm if one of the set parameters is breached or the status of the service falls into a defined category. The alarm will be picked by the Qubic Group Network Operations Centre (NOC) and the issue will then be investigated and resolved.

All alarms are initially investigated as a P0 Critical incident.
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 Where a Incident is reported, a ticket is raised and allocated to a Qubic engineer who will ascertain the severity of the issue by contacting the customer and working with them to diagnose the incident.
All incidents will be logged within the Qubic ticketing system.
Where a workaround has been implemented and rectification works are required to fully complete the incident Qubic will engage the ‘Problem Management team’ made up of Senior Directors, Management, and Technical Staff who would jointly agree the plan of action to rectify.
A Major Incident Report (MIR) is completed and shared with the customer.

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

Pricing

Pricing
Price £6 to £22 per licence per month
Discount for educational organisations Yes
Free trial available No

Service documents

pdf document: Pricing document pdf document: Service definition document pdf document: Terms and conditions
Service documents
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