Opus Telecoms

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 per user per month

Service documents

Framework

G-Cloud 11

Service ID

6 7 7 2 1 3 4 4 0 4 0 7 3 8 7

Contact

Opus Telecoms

Craig Walden

02085458200

frameworks@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
PDF
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
PDF
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 per user per month
Discount for educational organisations
No
Free trial available
No

Service documents

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