Cinos Communications Services

Unified Communications

The Cinos Unified Communications service leverages best-of-breed Cisco telephony, IPT, VoIP, Unified Communications and collaboration services
Built upon the UKCloud Assured or Elevated OFFICIAL platforms. Includes:
Conferencing
Instant messaging/presence
Unified messaging
Omni-channel contact centre.
Private, Community or Hybrid Cloud
Enables a rich user experience with up to 99.99% availability.

Features

  • Aligned with CESG Cloud Security Principles
  • Range of service levels with up to 99.99% SLA
  • Omni-channel contact centre
  • Customers can migrate existing Cisco licensing to the service
  • Connect via Internet, PSN, N3/HSCN, Ethernet, MPLS or CPA Encryption
  • UK Sovereign, UK Dominated. Data never leaves the UK
  • Blended ISDN and SIP PSTN connectivity options enable cost reduction
  • Enables Private Cloud video conferencing and Cisco WebEx
  • Provide DR for your on-premise Cisco solution
  • Able to add local UK PSTN dialling to Webex Teams

Benefits

  • Highly scalable, only pay for what you need to use
  • Unique licensing model protects existing and future investment through migration
  • Free, no commitment 30 day trial available
  • Blended capital and operational expenditure options available to improve VfM
  • Facilitates significant cost savings on PSTN call and travel spend
  • A feature-rich, intuitive user-experience to enhance staff collaboration
  • Location and user device agnostic; access service from anywhere
  • Reduce contact centre queue times and improve customer satisfaction
  • Protect brand image by integrating with social media
  • Enables interworking and smooth migration from legacy PBX

Pricing

£2.72 to £57.91 per person per month

  • Education pricing available
  • Free trial available

Service documents

G-Cloud 10

688863261999218

Cinos Communications Services

Dan Worman

0203 841 9970

g-cloud@cinos-comms.co.uk

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 Our Unified Communications solution is fully conversant with other leading Communications providers of voice, video or Instant Messaging (IM), utilising standardised protocols.
Cloud deployment model Private cloud
Service constraints The underlying UKCloud platform is engineered to be highly resilient and can tolerate both unplanned component failure and planned maintenance activities. UKCloud is committed to frequent and regular maintenance of the platform to ensure that the service delivers the highest levels of security and availability.
System requirements
  • Service Connectivity: Internet, N3/HSCN, PSN or Private Ethernet
  • LAN: Standards-based Power over Ethernet (PoE) to power telephone devices
  • LAN: Voice VLAN, Quality of Service, CDP / LLDP-MED

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Our response times are based upon priority of the incident:

P1 - Severe Business Impact - 15 minutes
P2 - High Business Impact - 30 minutes
P3 - Medium Business Impact - 2 hours
P4 - Minor / no Business Impact - 4 hours
P5 - Service Request / Service Query - 1 business day
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 We offer varied Service Level Agreements based on deployment model:

• The Service Level Agreement (SLA) for Standard Private or Community Cloud is 99.9%
• The Service Level Agreement (SLA) for Cloud HA Private or Community Cloud is 99.99%
• The Service Level Agreement (SLA) for Hybrid Cloud is 99.99%.

There is no cost implication for the differing support levels; the support level is derived from the deployment model chosen.

We provide a named Technical Account Manager for all of our customers, providing a point of escalation, a named contact for service queries and technical update / roadmap workshop sessions.
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started In order to fully understand your business objectives and produce an appropriate design to meet your unique requirements, we offer a number of workshops to gain a comprehensive understanding of your organisation. This information, combined with detailed benefits analysis enables Cinos to provide the perfect solution to meet your business need. Cisco UC solutions by design.

While we have industrialised and standardised our approach as far as possible, we appreciate that each of our customers and their requirements are unique. Our typical on-boarding process follows a closely aligned PRINCE2 methodology which incorporates the following key stages:

• Initiate and Assess

• Plan and Design

• Procure

• Implement

• Prepare

• Handover and Transition

• Benefits Realisation
Service documentation Yes
Documentation formats PDF
End-of-contract data extraction In the event you wish to leave our service, we will meet all necessary obligations in order to enable a smooth transition of service, including the release of any software licenses to you.

Service cessation should be initiated by request in writing, where we will be happy to work with you define a service cessation plan
End-of-contract process In the event you wish to leave our service, we will meet all necessary obligations in order to enable a smooth transition of service, including the release of any software licenses to you.

Service cessation should be initiated by request in writing, where we will be happy to work with you define a service cessation plan.

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 10
  • Microsoft Edge
  • 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 There is a standardised look and feel across devices.
Accessibility standards WCAG 2.0 AA or EN 301 549
Accessibility testing Cisco IP hardware phones or Cisco ATA are able to be combined with compatible Assistive Technology.
API Yes
What users can and can't do using the API Elements of the Cisco estate support a northbound interface (NBI) in order to accept provisioning work orders and report back upon execution.

The services architecture, using WSDL/SOAP over HTTPS, provides a standards-based request/response interaction with the service for submitting NBI requests.

The NBI supports the following:
• Management of the infrastructure
• The ability to submit work orders for infrastructure products
• The ability to query inventory
• The ability to submit a provisioning work order
• The ability to configure products
• Management of subscriber objects
• Management of directory number objects
• The ability to configure subscriber services
• The ability to submit work orders for subscribers
• The ability to submit get list work orders
• The ability to check order acceptability status
• The ability to submit work orders to reset attribute values with template or default values
• Some of the APIs can work in both asynchronous and synchronous ways
API documentation Yes
API documentation formats
  • HTML
  • PDF
API sandbox or test environment No
Customisation available No

Scaling

Scaling
Independence of resources In order to guarantee that users are not affected by the demands from other users, UKCloud uses resource reservations and shares such as internet bandwidth shaping. In addition, the capacity planning team ensure that usage in terms of all resources are constantly monitored and increased accordingly relating to user demand.

Services provided by Cinos are multi-instance, rather than multi-tenant, meaning that each customer gets their own dedicated instance of the service and enjoys all the benefits of a cloud infrastructure without any compromise on customisability or security.

Analytics

Analytics
Service usage metrics Yes
Metrics types These metrics include average/max CPU usage, average memory usage, average disk write/read speed and disk provisioned/utilised for VMs in all regions
Reporting types
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

Resellers
Supplier type Reseller providing extra support
Organisation whose services are being resold Cisco, UKCloud

Staff security

Staff security
Staff security clearance Conforms to BS7858:2012
Government security clearance Up to Developed Vetting (DV)

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 Yes
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 ‘IT Health Check’ performed by a CHECK service provider
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
  • Explicit overwriting of storage before reallocation
  • 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 Authorised users may export end user and configuration data from the service administrative interface. Exported data is typically downloaded as .CSV
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
Data protection within supplier network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway

Availability and resilience

Availability and resilience
Guaranteed availability We offer varied Service Level Agreements based on your deployment model:
• The Service Level Agreement (SLA) for Standard Private or Community Cloud is 99.9%
• The Service Level Agreement (SLA) for Cloud HA Private or Community Cloud is 99.99%
• The Service Level Agreement (SLA) for Hybrid Cloud is 99.99%

If the service level falls below the stated availability percentage (excluding Planned and Emergency Maintenance periods), customers will be eligible for Service Credits on affected Unified Communications and Collaboration applications only. Service Credits will be calculated as a percentage of the fees for the affected services for the monthly billing period during which the failure occurred (to be applied at the end of the billing cycle).

The Service Credit for a Standard Deployment Model is 5% of the affected applications monthly spend.

The Service Credit for a Cloud HA Deployment Model is 15% of the affected applications monthly spend.

The Service Credit for a Hybrid Cloud Deployment Model is 5% of the affected applications monthly spend.
Approach to resilience Our service is deployed across a number of sites, regions and zones. Each zone is designed to eliminate single points of failure (such as power, network and hardware). Customers are encouraged to ensure their solution spans multiple sites, regions or zones to ensure service continuity should a failure occur.
Outage reporting All outages will be reported via email. Outages are identified as Planned maintenance, Emergency maintenance, and platform issues. In addition, the designated Technical Account Manager will proactively contact customers as appropriate.

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 For online systems (e.g. Customer Portal & API interfaces), all users are required to have a unique username, password and memorable word combination. Customers may also use 2FA authentication tokens.
Access restriction testing frequency At least every 6 months
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 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 BM Trada
ISO/IEC 27001 accreditation date 11/03/2016
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 The Company is governed by an integrated suite of information security policies. Under the top level Information Security Policy itself are second-level documents with specific focus on Acceptable Use, Antivirus Protection, Asset Management, Business Continuity Management, Data Protection, Password Management, Personnel Management, Supply Chain Management and many others.

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 Cinos has documented configuration and change management policies and processes, which have been implemented, maintained and assessed in accordance with the guidance from ITIL v.3 and the current ISO20000 standard.
Vulnerability management type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach Cinos has a documented vulnerability management policy and process, which have been implemented, maintained and assessed in accordance with the guidance from ITIL v.3 and the current ISO20000 and ISO27001 standards. Where technically possible, real-time updates and status reports are identified and sourced from credible vendor sources, which cover a significant proportion of our asset population. For other systems and software, assigned personnel have responsibility for regularly reviewing technical forums and specialist groups to promptly identify and evaluate any emerging patches or updates which require our attention.
Protective monitoring type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach Our service is based upon UKCloud Infrastructure as a Service. Following best practice from the National Cyber Security Centre, UKCloud protects both its Assured and Elevated platforms with enhanced protective monitoring services (SIEM), at the hypervisor level and below. Thier approach to protective monitoring continues to align with the Protective Monitoring Controls (PMC 1-12) outlined in CESG document GPG13 (Protective Monitoring for HMG ICT Systems). It includes checks on time sources, cross-boundary traffic, suspicious activities at a boundary, network connections and the status of backups, amongst many others. All alerts are immediately notified to the UKCloud NOC for prompt investigation.
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 Cinos has a documented incident management policy and process, which have been implemented, maintained and assessed in accordance with the guidance from ITIL v.3 and the current ISO20000 and ISO27001 standards. This activity is responsible for the progression of alerts generated by automated monitoring systems, issues identified by personnel, and incidents identified and reported. All incidents are promptly reported into a central ticketing system, which ensures that each is promptly assigned to an appropriate resource, and its progress tracked (and escalated, as required) to resolution

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 Yes
Connected networks
  • Public Services Network (PSN)
  • New NHS Network (N3)
  • Joint Academic Network (JANET)
  • Other

Pricing

Pricing
Price £2.72 to £57.91 per person per month
Discount for educational organisations Yes
Free trial available Yes
Description of free trial Cinos offers a time limited no commitment, free trial of our service, which may be supported by equipment loan where necessary.

All features are available within the trial.

Documents

Documents
Pricing document View uploaded document
Skills Framework for the Information Age rate card View uploaded document
Service definition document View uploaded document
Terms and conditions document View uploaded document
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