Hello Telecom PLC

Hosted SIP Service

Hosted Voice Communications for offices, schools and other establishments that enjoy Cloud connectivity. Replacing legacy telephone systems with intelligent IP-based communications services. Integrating business management systems with fixed and/or mobile voice communications.

Features

  • Cloud Hosted Telephony
  • Real-time Reporting
  • Fraud Monitoring and Prevention
  • Web portal controls
  • Edge Device Flexibility (Hardware Agnostic)
  • 24/7 Support
  • Application Integration
  • Comprehensive Security
  • UC mobile integration
  • Call recording

Benefits

  • Speed and low cost of deployment
  • All required features are included
  • Ease of self-management and changes
  • Ease of access to data
  • Elimination of line and infrastructure charges
  • Ease of use for relocation or mobility
  • Disaster Recovery
  • Freedom to use any WAN connectivity
  • Easy integration with existing and planned systems
  • Disaster recovery is built-in

Pricing

£4 to £14.50 per user per month

  • Education pricing available

Service documents

G-Cloud 11

680793344597582

Hello Telecom PLC

Alice O'Shea

0115 852 6600

alice@hello-telecom.co.uk

Service scope

Service scope
Software add-on or extension No
Cloud deployment model
  • Public cloud
  • Private cloud
  • Community cloud
Service constraints None known.
System requirements
  • Suitable Cloud connectivity.
  • LAN or WLAN Infrastructure to facilitate edge device connections

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Support response times

Service Outage issues response time 30 minutes. Fix time within the hour.
Major Fault 1 hour response, 4 hour fix.
Individual fault responses within 2 hours. 8 hours for fixes
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 24 hours, 7 days a week
Web chat support No
Onsite support Onsite support
Support levels All support and maintenance is included in monthly rentals

24/7 Support is available
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started We provide as required:
Online Training - Administrator and user
Onsite Training - Administrator and user
User Documentation
Video Tutorials
Refresher Training - Administrator and user
Service documentation Yes
Documentation formats PDF
End-of-contract data extraction Archived Data available for extraction.
End-of-contract process At the end of contract there are no break-down, removal or other costs.

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 7
  • Internet Explorer 8
  • Internet Explorer 9
  • Internet Explorer 10
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
  • Opera
Application to install No
Designed for use on mobile devices Yes
Differences between the mobile and desktop service We operate a full UC integration for mobile devices with a VoIP service feature set that includes call recording and UK multi-network roaming.
Accessibility standards None or don’t know
Description of accessibility Authority levels are highly configurable and by default:

Administration-level users can create and manage the services and facilities.

User-level users can manage their own services and access personally created data.
Accessibility testing None known.
API No
Customisation available No

Scaling

Scaling
Independence of resources Securely separated, multi-tenanted platform with automated population management.

Analytics

Analytics
Service usage metrics Yes
Metrics types Call Records
Call History
Administration Audit Records
Reporting types
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

Resellers
Supplier type Not a reseller

Staff security

Staff security
Staff security clearance Other security clearance
Government security clearance Up to Baseline Personnel Security Standard (BPSS)

Asset protection

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 Supplier-defined controls
Penetration testing frequency At least every 6 months
Penetration testing approach In-house
Protecting data at rest Physical access control, complying with another standard
Data sanitisation process Yes
Data sanitisation type Deleted data can’t be directly accessed
Equipment disposal approach In-house destruction process

Data importing and exporting

Data importing and exporting
Data export approach Via Portal
Automated Downloads
Via request to our support team
Data export formats
  • CSV
  • ODF
Data import formats
  • CSV
  • ODF

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)
  • Legacy SSL and TLS (under version 1.2)
Data protection within supplier network
  • TLS (version 1.2 or above)
  • Legacy SSL and TLS (under version 1.2)

Availability and resilience

Availability and resilience
Guaranteed availability Availability is 99.99% Refunds are provided by service credits
Approach to resilience Contrex utilises a highly scalable, distributed architecture which is fully resilient and can be used by organisations of all sizes. Interconnected with a number of tier 1 carriers (including BT), Contrex has access to a full suite of UK telephone numbers that have been assigned to Hello Telecom by Ofcom, as well as international numbers through partner organisations.
Outage reporting Email Alerts

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication Username or password
Access restrictions in management interfaces and support channels Username and Password Protected
Access restriction testing frequency At least every 6 months
Management access authentication 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 Between 1 month and 6 months
Access to supplier activity audit information Users contact the support team to get audit information
How long supplier audit data is stored for Between 1 month and 6 months
How long system logs are stored for At least 12 months

Standards and certifications

Standards and certifications
ISO/IEC 27001 certification Yes
Who accredited the ISO/IEC 27001 Alcumus ISOQAR Ltd
ISO/IEC 27001 accreditation date 02/05/2018
What the ISO/IEC 27001 doesn’t cover No exclusions
ISO 28000:2007 certification No
CSA STAR certification No
PCI certification No
Other security certifications No

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 We examine the organisation's information security risks, this will take account of the threats, vulnerabilities, and impacts; We design and implement a coherent and comprehensive suite of information security controls and/or other forms of risk treatment (such as risk avoidance or risk transfer) to address those risks that are deemed unacceptable; and We adopt an overarching management process to ensure that the information security controls continue to meet the organization's information security needs on an ongoing basis.

Operational security

Operational security
Configuration and change management standard Supplier-defined controls
Configuration and change management approach All proposed changes are considered and planned in advance Proposed changes are tested by the development team Further testing carried out by support and maintenance team Limited in house deployment to ensure bug fixes, eliminating risks
Vulnerability management type Supplier-defined controls
Vulnerability management approach We receive vulnerability data from TUFF (The Telecommunications Union for Fighting Fraud) and ITSPA (The Internet Telephony Service Providers Association). We operate intelligent automated security and anti-fraud systems that alert us to actual or attempted security incidences.
Protective monitoring type Supplier-defined controls
Protective monitoring approach We receive vulnerability data from TUFF (The Telecommunications Union for Fighting Fraud) and ITSPA (The Internet Telephony Service Providers Association). We operate intelligent automated security and anti-fraud systems that alert us to actual or attempted security incidences.
Incident management type Supplier-defined controls
Incident management approach We receive reports from users and suppliers. These reports are normally via telephone. Any affected parties will be updated by email or phone depending on the level of urgency or importance.

Secure development

Secure development
Approach to secure software development best practice Conforms to a recognised standard, but self-assessed

Public sector networks

Public sector networks
Connection to public sector networks Yes
Connected networks
  • NHS Network (N3)
  • Joint Academic Network (JANET)

Pricing

Pricing
Price £4 to £14.50 per user 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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