Opus UCaaS Online
Opus UCaaS Online delivers a cloud-based, enterprise grade, Unified Communications service, that replaces the need for onsite PBX equipment whilst providing customers access to the full suite of Mitel MiVoice Business features. Services are provided on a per user per month basis, with minimal upfront capital investment or in-house skills.
Features
- Enterprise telephony feature set
- Omni channel, multi-media contact centre
- Full suite of collaboration applications, including audio, web and video
- Presence, availability and secure instant messaging
- Mobile integration and hotdesk working
- Softphone client and teleworking
- Management information and analytics
Benefits
- Improved productivity, mobility and team working
- First time call resolution via collaboration and conferencing solutions
- Scalable unified communications to meet changing organisational needs
- Seamless mobile and home working regardless of location
- A consistent user experience regardless of chosen device
- Open architecture integration with CRMs and business systems
- Delivery of enhanced customer service via any chosen media
- Call recording to meet compliance and customer service requirements
- Fully resilient for business continuity and disaster recovery
- Operates seamlessly within fully converged multi-site networks
Pricing
£3.96 a user a month
Service documents
Request an accessible format
Framework
G-Cloud 11
Service ID
6 7 7 2 1 3 4 4 0 4 0 7 3 8 7
Contact
Opus Telecoms
Jenny Critchfield
Telephone: 02085457121
Email: bid@opustech.co.uk
Service scope
- Software add-on or extension
- No
- Cloud deployment model
- Public cloud
- Service constraints
- Data Cabling Cat5e and above must be in place to support each hard wired end user device. Connectivity from customer site allowing connectivity into the Data Centres must be in place on a public or private basis, or Opus can in turn provide this service separately under an additional order. SIP services must be in place which may mean signing an additional order.
- System requirements
-
- LAN with PoE and Class-of-service
- WAN with Quality-of-service and voice grade bandwidth
- Specific system requirements for MiVoice Business Consoles
- Specific system requirements for MiCollab client machines
- Specific system requirements for Mobile client softphones
User support
- Email or online ticketing support
- Email or online ticketing
- Support response times
- Less than 4 working hours
- 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
- 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
- Users can connect to our webchat via our website during standard working hours
- Web chat accessibility testing
- Our web chat facility doesn't support assistive technology users but we have several other options to raise questions or cases.
- Onsite support
- Yes, at extra cost
- Support levels
- There are three main levels of support available to suit different customer needs; 24/7/365, 8-8 (Mon-Sun) and 9-5.30 (Mon-Fri). We provide an incident support desk, managed by in-house qualified engineers, with escalation paths to underlying providers as required.
- Support available to third parties
- Yes
Onboarding and offboarding
- Getting started
-
We carry out a low level design process to capture the requirements to aid effective delivery and commissioning.
We then provide onsite end user and administrator training and user documentation. - Service documentation
- Yes
- Documentation formats
- End-of-contract data extraction
- Configuration data can be exported on request by the support team. Analytics and CCM data can be downloaded in the format of a report.
- End-of-contract process
- A Customer may choose to “off-board” their systems to stop taking Services from Opus. The Customer must submit a formal request into their account manager, who will assist in arranging any required off-boarding services and the deletion of customer data. Fees may apply for off-boarding technical work and process management.
Using the service
- Web browser interface
- Yes
- Supported browsers
-
- Internet Explorer 11
- Firefox
- Chrome
- Safari 9+
- Application to install
- Yes
- Compatible operating systems
-
- Android
- IOS
- MacOS
- Windows
- Designed for use on mobile devices
- Yes
- Differences between the mobile and desktop service
- It is a consistent user experience regardless of chosen device
- Service interface
- Yes
- Description of service interface
- Web portal for client use
- Accessibility standards
- None or don’t know
- Description of accessibility
- Using a browser via https
- Accessibility testing
- We provide a managed service desk option to assist should this not be a suitable form of contact
- API
- Yes
- What users can and can't do using the API
- MSA APIs & interfaces offer a broad suite of integration options into the Mitel product portfolio. This includes toolkits, interfaces, developer documentation, and test plans, designed to enable MSA members to rapidly integrate their products with Mitel communications platforms and voice-enabled technologies.
- API documentation
- Yes
- API documentation formats
- API sandbox or test environment
- Yes
- Customisation available
- Yes
- Description of customisation
- In all ways as per a traditional onsite telephone system.
Scaling
- Independence of resources
- Capacity management, CPU and memory management, segregated networking devices. This is a fully tenanted solution with separate instances for each client.
Analytics
- Service usage metrics
- Yes
- Metrics types
- Traditional monthly service and usage bill.
- Reporting types
- Regular reports
Resellers
- Supplier type
- Reseller providing extra features and support
- Organisation whose services are being resold
- Mitel
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
- 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
- No
- Equipment disposal approach
- A third-party destruction service
Data importing and exporting
- Data export approach
- If they are trained as administrators they can access and export their data, alternatively request support from our customer services team.
- Data export formats
- Other
- Other data export formats
- Vendor's proprietory software files
- Data import formats
- CSV
Data-in-transit protection
- Data protection between buyer and supplier networks
- Private network or public sector network
- Data protection within supplier network
- IPsec or TLS VPN gateway
Availability and resilience
- Guaranteed availability
- Definition - Response Times - Fix Times: Unplanned Downtime due to Total System Failure < 1 hour 8 Hours Inoperable Business Function. < 1 hour 8 Hours Business Function Limitation < 1 hours 8 Hours Limited Occurrence Customer Issue < 2 hours 16 Hours Minor System Issue < 4 hours 48 Hours We are so confident in the support that we provide, should we ever fall outside of our contracted SLA’s, your support is FREE from that moment, until we fix the issue. Any credit issued to the Customer will be delivered in the form of a credit note which will be applied against future invoices/direct debits or where there are no future payments to be made, will be paid back to the Customer.
- Approach to resilience
- Available on request, subject to underlying supplier.
- Outage reporting
- Email alerts
Identity and authentication
- User authentication needed
- Yes
- User authentication
- Username or password
- Access restrictions in management interfaces and support channels
- Password protected
- Access restriction testing frequency
- Never
- Management access authentication
- Username or password
Audit information for users
- Access to user activity audit information
- No audit information available
- Access to supplier activity audit information
- No audit information available
- 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
- Yes
- Any other security certifications
- CyberEssentials
Security governance
- Named board-level person responsible for service security
- Yes
- Security governance certified
- Yes
- Security governance standards
- Other
- Other security governance standards
- This service is provided by third party on enterprise grade platforms based in UK data centres conforming to all relevant security governance requirements such as ISO27001.
- Information security policies and processes
- Through the establishment of a comprehensive security framework, Opus demonstrates a commitment to protect all assets that support the delivery of business objectives and address all legal, regulatory and contractual obligations including GDPR, Data Protection and conforming to CyberEssentials standards.
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
- We follow an ITIL - based formal change request process. Customers can raise MAC's using either over the telephone or through the portal. Once raised, these requests are scheduled, managed and executed. We have dedicated change engineers that perform changes where no Project Management or Professional Services are required. If PM or PS is required then this is managed through the appropriate team.
- Vulnerability management type
- Supplier-defined controls
- Vulnerability management approach
- Services and associated vulnerability management supplied entirely by third party.
- Protective monitoring type
- Undisclosed
- Protective monitoring approach
- N/A
- Incident management type
- Undisclosed
- Incident management approach
- Knowledge based articles and FAQ's are created for support teams for common incidents. This ensures incidents are dealt with as quickly and as efficiently as possible. Incidents can be logged via email and telephone. Incident reports are generated by Customer Services Team.
Secure development
- Approach to secure software development best practice
- Supplier-defined process
Public sector networks
- Connection to public sector networks
- Yes
- Connected networks
-
- Public Services Network (PSN)
- NHS Network (N3)
- Joint Academic Network (JANET)
Pricing
- Price
- £3.96 a user a month
- Discount for educational organisations
- No
- Free trial available
- No