Cloud Technology Solutions Ltd

Google Voice

Stay connected, organized, and on task with an easy-to-use phone solution that fits organisations of any size.

Google Voice makes work calls less work. Make and receive phone calls using a work number on any device, anywhere. Start communicating more effectively. Modern, cloud based Unified Communications.

Features

  • Number-assignment, porting and billing consolidated into the G-Suite Admin console
  • Google Voice can be customized to fit your day-to-day workflow
  • Google's powerful AI filters spam calls and transcribes voicemail automatically
  • Lets you configure your PBX
  • Integrates with Google Hangouts Meet and Calendar
  • Can be deployed instantly from anywhere, with less administrative work

Benefits

  • Easy for users
  • Easier for IT
  • Smart for business

Pricing

£7.29 to £21.90 per user per month

Service documents

G-Cloud 11

666639327655808

Cloud Technology Solutions Ltd

Patrick Mayer

07753 446022

patrick.mayer@cloudsolutions.co.uk

Service scope

Service scope
Software add-on or extension Yes
What software services is the service an extension to Google G Suite
Cloud deployment model Public cloud
Service constraints Currently requires G Suite to operate on.
System requirements A modern web browser is required

User support

User support
Email or online ticketing support Yes, at extra cost
Support response times P1 1 hour
P2 1 Business Day
P3 1 Business Day
P4 1 Business Day
User can manage status and priority of support tickets No
Phone support Yes
Phone support availability 24 hours, 7 days a week
Web chat support No
Onsite support Yes, at extra cost
Support levels 1st, 2nd and 3rd line support is provided by cloud support engineers and in some cases a technical account manager is assigned. Costs for the service start from £5000 and will be based on the levels required, response times, resolutions times and hours of availability required. Calls are processed and managed based on standard P1, P2, P3, P4 classifications. Support channels provided include web, phone and email. Service Level Agreement (SLA) is defined and provided to the customer as part of the service design and transition to their live operations environment.
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started CTS are a Google Premier Partner with a proven track record of deploying Google into Central & Local Government, Education, 3rd Sector and Private sector. CTS Provide on-site user training, VIP training, Admin Training, Change Management, Technical & Strategic consultancy, Project Management. CTS adopt and enhance the Google proven business transformation framework based on highly regarded research in accredited universities.
Service documentation Yes
Documentation formats
  • HTML
  • PDF
End-of-contract data extraction N/A
End-of-contract process Access to the G Suite instance will be terminated and data will be removed from all Google systems within 180 business days

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 11
  • Firefox
  • Chrome
  • Safari 9+
Application to install No
Designed for use on mobile devices Yes
Differences between the mobile and desktop service There is no difference
API Yes
What users can and can't do using the API The scope of capabilities exposed via API to GSuite users is very broad and encompasses most major use cases. G Suite API's are grouped into ten main API's and SDK's that can be found here: https://developers.google.com/google-apps/
API documentation Yes
API documentation formats HTML
API sandbox or test environment Yes
Customisation available No

Scaling

Scaling
Independence of resources G Suite is powered by a massively scalable infrastructure which already services more than 1 Billion users. The addition of any practicable number of users has a very low impact.

Analytics

Analytics
Service usage metrics Yes
Metrics types The Account activity report page gives access to all data from the User account status
Reporting types
  • API access
  • Real-time dashboards

Resellers

Resellers
Supplier type Reseller providing extra support
Organisation whose services are being resold Google

Staff security

Staff security
Staff security clearance Other security clearance
Government security clearance Up to Security Clearance (SC)

Asset protection

Asset protection
Knowledge of data storage and processing locations Yes
Data storage and processing locations EU-US Privacy Shield agreement locations
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 every 6 months
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
  • Other
Other data at rest protection approach Data is encrypted at rest using AES encryption, data sharding and key rotation. Physical access control is also compliant with SSAE-16.
Data sanitisation process Yes
Data sanitisation type Explicit overwriting of storage before reallocation
Equipment disposal approach In-house destruction process

Data importing and exporting

Data importing and exporting
Data export approach Most tools include a 'Save as' function that allows the export of data in industry standard formats. In addition, each user can download all the data they need from their G Suite account (including emails, calendars, contacts, documents, bookmarks, and more) to one place at the same time. Users can choose which Google products to archive. For example, they can choose to download their emails and documents, but not their bookmarks or photos. Only the user can access their archive and import it into a new service. Users can also Download documents as PDF, Docx, ODF etc.
Data export formats
  • CSV
  • ODF
Data import formats
  • CSV
  • ODF
  • Other
Other data import formats
  • DOCX
  • XLSX
  • PPTX
  • PDF

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 TLS (version 1.2 or above)

Availability and resilience

Availability and resilience
Guaranteed availability Contractually Google's Service Level is guaranteed to 99.9% availability for any calendar month and backed with service credits. Definitions and service credits are described at https://gsuite.google.com/intl/en-GB/terms/sla.html.
Approach to resilience All data is redundantly stored across a minimum of 3 data centers, and all services are designed to leverage the redundant data center infrastructure powering Google services.
Outage reporting Google provides customer alerts and a public uptime dashboard here: https://www.google.com/appsstatus#hl=en-GB&v=status. The dashboard advises across the G Suite services on degradation or downtime.

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
Access restrictions in management interfaces and support channels Depending on administrator preference, users can be signed in via a federated identity service, including AD or use G Suite as their identity backend. 2 Factor authentication is supported and can be enforced. Administrative access privileges are granted separately to individual users.
Access restriction testing frequency At least every 6 months
Management access authentication
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)
  • Username or password

Audit information for users

Audit information for users
Access to user activity audit information Users have access to real-time audit information
How long user audit data is stored for Between 1 month and 6 months
Access to supplier activity audit information Users have access to real-time 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

Standards and certifications
ISO/IEC 27001 certification Yes
Who accredited the ISO/IEC 27001 Ernst & Young
ISO/IEC 27001 accreditation date 15/04/2015
What the ISO/IEC 27001 doesn’t cover Any service not listed on the ISO certificate is not covered.
ISO 28000:2007 certification No
CSA STAR certification Yes
CSA STAR accreditation date 31/01/2017
CSA STAR certification level Level 1: CSA STAR Self-Assessment
What the CSA STAR doesn’t cover N/A
PCI certification No
Other security certifications Yes
Any other security certifications
  • HIPAA
  • Ferpa

Security governance

Security governance
Named board-level person responsible for service security Yes
Security governance certified Yes
Security governance standards
  • ISO/IEC 27001
  • Other
Other security governance standards ISO 27017, ISO 27018, SSAE16 / ISAE 3402 Type II, FedRAMP, HIPAA
Information security policies and processes Google infrastructure is certified for a growing number of compliance standards and controls, and undergoes several independent third party audits to test for data safety, privacy, and security.

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 In Google production environments, software updates are manually vetted to ensure the stability of the system. Changes are then tested and cautiously rolled out to systems. The details vary somewhat depending on the service being considered, but all development work is separated from the operation systems, testing occurs in a multi-staged fashion in both environments and in dedicated test settings. Google can share, under NDA, the SOC2 audit report (based on standards from the International Auditing and Assurance Standards Board), which describes the change management process. Additionally, changes to code go through a process of code review involving additional engineer(s).
Vulnerability management type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach Google administrates a vulnerability management process that actively scans for security threats using a combination of commercially available and purpose-built tools, intensive automated/manual penetration efforts, quality assurance processes, software security reviews and external audits. The vulnerability management team is responsible for tracking and following up on vulnerabilities. Once a vulnerability requiring remediation has been identified, it is logged, prioritized according to severity, and assigned an owner. The vulnerability management team tracks such issues and follows up frequently until they can verify that the issues have been remediated. Google also maintains relationships and interfaces with members of the security research community.
Protective monitoring type Supplier-defined controls
Protective monitoring approach Focused on information gathered from network traffic, employee actions on systems and outside knowledge of vulnerabilities. Traffic is inspected at many points for suspicious behaviour. Analysis is performed using open-source and commercial tools for traffic capture and parsing, supported by a correlation system built on top of Google technology. Analysis is supplemented by examining system logs for unusual behaviour, such as attempted access of customer data. Security engineers place standing alerts on public data repositories to look for security incidents that might affect company infrastructure. They actively review inbound security reports and monitor public mailing lists, blog posts, and wikis.
Incident management type Supplier-defined controls
Incident management approach If an incident occurs, the security team logs and prioritises it according to severity. Events directly impacting customers are assigned the highest priority. This process specifies courses of action, procedures for notification, escalation, mitigation, and documentation. Google’s incident management program is structured around NIST guidance on handling incidents. Key staff are trained in forensics and handling evidence in preparation for an event, including the use of third-party and proprietary tools. Testing of incident response plans is performed for key areas, such as systems that store sensitive customer information. Tests consider a variety of scenarios, including insider threats and software vulnerabilities.

Secure development

Secure development
Approach to secure software development best practice Supplier-defined process

Public sector networks

Public sector networks
Connection to public sector networks No

Pricing

Pricing
Price £7.29 to £21.90 per user per month
Discount for educational organisations No
Free trial available No

Service documents

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