Daisy Corporate Services Trading Limited

Daisy Horizon Cloud Telephony

Daisy's Horizon is a Gamma Provided Cloud PBX providing an array of features to suit the needs of organisations. It is operated through a choice of devices; handset, mobile or desktop. Web interfaces allow real time access and changes to the many services available on user basis.

Features

  • Disaster Recovery – make/receive calls, any number/network
  • Twinning – pair another number to ring simultaneously
  • Soft Clients – your PC/mobile becomes your Horizon handset
  • Call Recording – all calls or on demand, stored on-line
  • Call Centre Module - increased functionality for supervisor/agents
  • Site Admin – Administrator access for company and site hierarchy
  • Hot Desk – use any Horizon handset as your extension
  • CLI Presentation – Choose any number as your presented CLI
  • Scheduling – Automatically route calls dependant on time of day
  • Hunt groups – distribute calls simultaneously, weighted, as a ring

Benefits

  • Maintain critical voice services, whatever the scenario
  • More accessible with one number ringing devices simultaneously
  • Simplify architecture with one solution across all users and devices
  • Record important call information and improve training
  • More professional approach to high volume customer calls centres
  • Securely change user settings, instantly, by site or user
  • Promote flexible working, seamlessly move between sites
  • Provide Local or National presence regardless of locations
  • Better serve your citizens through your busy periods
  • Increase productivity as hunt groups find available agents quickly

Pricing

£0.50 to £27.50 a unit a month

  • Free trial available

Service documents

Framework

G-Cloud 12

Service ID

7 1 7 0 6 6 3 9 5 6 1 0 5 0 8

Contact

Daisy Corporate Services Trading Limited Andy Riley
Telephone: 07540 203 303
Email: publictenders@daisygroup.com

Service scope

Software add-on or extension
No
Cloud deployment model
Hybrid cloud
Service constraints
As a VoIP service, calls to 999 may not be possible, during a service outage where the customer loses total connectivity for example, owing to a power outage or the failure of all data access.
Horizon does not support the following:
Analogue phones and devices, although we do supply ATAs
ISDN data calls
Door entry options
Presentation of multiple CLIs per site or per user
IP handsets that have not been supplied by us
The call recording service on Horizon is not currently PCI or FSA compliant.
We do not support some fax and franking machines used with an ATA
System requirements
  • A Horizon compatible data network (Confirm with Gamma)
  • Appropriately sized data access

User support

Email or online ticketing support
Email or online ticketing
Support response times
1 hour for P1
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
Yes, at extra cost
Support levels
1 hr for P1
Support available to third parties
Yes

Onboarding and offboarding

Getting started
Help documentation is available online through the solution. Onsite training is offered as an option for the service as required.
Service documentation
Yes
Documentation formats
PDF
End-of-contract data extraction
Any data required at the end of the contract can be downloaded and saved either by the customer or by us before the service is removed and deleted.
End-of-contract process
At the end of the contract if the customer wants to continue
to use the telephone numbers with another service these
will need to be ported. Once a contract end date is agreed
we will organise to save any data the customer wants
access to, 24 hours after the contract ends all services and data are removed from the solution.

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
Yes
Compatible operating systems
  • Android
  • IOS
  • MacOS
  • Windows
Designed for use on mobile devices
Yes
Differences between the mobile and desktop service
We have a bolt on App (see pricing sheet) that can be added as an option to Horizon. Upon
successful download from the relevant app store on onto the desktop, the user is able to log in to access a subset of Horizon functionality.
The mobile soft client app allows a user to make and receive calls on a mobile device, as well as accessing key
settings for their service. It provides all the same functionality as the desktop soft client, with the exception of Click to Call and Group Chat.
Service interface
No
API
No
Customisation available
Yes
Description of customisation
There is an extensive list of customisable features and functions on Horizon. The full list is included in the service definition.
The service offers a range of clever features and an emphasis on control and administration through the web. For administrators, you can quickly configure the system according to your organisation’s changing requirements, whilst individual users can manage their calls easily and effectively.
Users can implement a wide range of features via the web portal, either at a company, site, or User level giving full and easy control of
an entire telephony environment, even over multiple sites.

Scaling

Independence of resources
The service is managed by the service provider who ensure the service offered is capable of meeting the needs of all current subscribers. As the number of users increases the service provider increases the resources available to ensure a good service is available at all times.

Analytics

Service usage metrics
Yes
Metrics types
The Horizon service provides a range of on line call reporting on a per number basis. Full summary reports are provided; how many calls are getting through, where are my customers located, what are my call trends, when are my busy times. Detailed call analysis is available via the advanced statistics package.
Reporting types
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

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

Staff security

Staff security clearance
Conforms to BS7858:2012
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 every 6 months
Penetration testing approach
In-house
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
There is very little data that the customer may want to export. Call recordings can be exported using software provided as
part of the solution and configuration information can be
exported by Income and provided to the customer.
Data export formats
  • CSV
  • ODF
Data import formats
CSV

Data-in-transit protection

Data protection between buyer and supplier networks
Other
Other protection between networks
The solution using encrypted SIP/RTP traffic protocols to secure voice traffic between the users device and the service.
Data protection within supplier network
Other
Other protection within supplier network
The solution using encrypted SIP/RTP traffic protocols to secure voice traffic between the users device and the service.

Availability and resilience

Guaranteed availability
Core telephony rental services have an SLA of 99.95% in any given calendar month. A service credit for the customers Premium Subscription rental of 10% of the monthly rental is available should the SLA not be met.
Approach to resilience
The Horizon service is installed across multiple data centres providing resilience across the service and network for the core solution.
Outage reporting
The current health of the service can be viewed via a public webpage showing the overall health of the service in it's entirety. Specific service outages are reported via email to our service centre and the customer is informed from there.

Identity and authentication

User authentication needed
Yes
User authentication
Username or password
Access restrictions in management interfaces and support channels
Relevant only to SIP Trunk call manager services. Customer administrators can set permissions for other users to give them access to certain areas of the portal. They are able to restrict access to certain areas of the management and support interfaces.
Access restriction testing frequency
At least once a year
Management access authentication
Username or password

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
At least 12 months
Access to supplier activity audit information
Users contact the support team to get audit information
How long supplier audit data is stored for
At least 12 months
How long system logs are stored for
At least 12 months

Standards and certifications

ISO/IEC 27001 certification
Yes
Who accredited the ISO/IEC 27001
Lloyd's Register Quality Assurance Ltd
ISO/IEC 27001 accreditation date
29 April 2016
What the ISO/IEC 27001 doesn’t cover
N/A
ISO 28000:2007 certification
No
CSA STAR certification
No
PCI certification
No
Other security certifications
Yes
Any other security certifications
Cyber Essentials

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
Gamma have deployed an Information Security Management System Manual (ISMS) which meets and is certified to ISO 27001:2013 and Cyber Essentials. It is supported by numerous policies and processes including but not limited to the following:

Information Security Policy
Information Security Incident Policy
Acceptable use policy
Access Control Procedure
Backup Plan
Business Continuity Plan
Confidential Data Policy
Data Protection Policy

Through the establishment of a comprehensive security framework, Daisy shall demonstrate a commitment to protect all assets that support the delivery of business objectives and address all legal, regulatory and contractual obligations. The following ISO27001 Group clause & objectives are referenced within this document: Clause 5, & Control objectives: A6, A9, A11, A13.2, and A14 Data Protection Policy Site Security Policy CCTV Policy

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
Gamma Change Control Process covers changes made to operational systems, to mitigate the risks and impacts that any change has and ensures good communication at all stages.
Change Management ensures changes to core infrastructure and services are performed and implemented correctly.
Best practice guidance, aligned to ITIL (OGC), recommends that the starting point for any change should be a review of generic questions or the ‘seven Rs’.
A risk and impact assessment is carried out for each change this involves detailing the assets under change.
The Change Advisory Board (CAB) has a representative from each impacted business area.
Vulnerability management type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach
Gamma use failure mode effects analysis process, conducting regular, systematic assessments of vulnerabilities to determine the necessity of safeguards, countermeasures and controls, monitoring for changes to maintain an acceptable level of risk. Includes identifying key information assets and subjecting them to specific risk assessments, assessing exposure to a list of common threats and vulnerabilities, maintaining risk registers, implementing technical, policy, business continuity and management initiatives;Each patch is assessed and deployed accordingly:
High - Urgently.
Medium - ASAP.
Low - as time permits.
Gamma utilise many Vendor sources and industry RSS feeds, CERT, Ubuntu and Debian. Member of CiSP.
Protective monitoring type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach
Gamma utilise GPG 13 guidance. Gamma have built a Security Information & Event Management Solution (SIEM) to identify potential compromises. If a compromise is found it is investigated. A Security Incident is raised to track the investigation, root cause and solutions if required to rectify or improve the situation. We respond to incidents as close to real time as practicable.
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
Gamma have an Incident Management process which has numerous pre-defined sub groups of staff designated for particular products or scenarios. It can be initiated by any member of staff and is managed by the 24/7 Network Operations Centre (NOC). Any incident is reported by the customer to the Service Desk, it is recorded in a customer relationship management tool (CRM) and an Incident report is produced after root cause analysis has taken place. Any Incident reports are made available to end users via pdf.

Secure development

Approach to secure software development best practice
Independent review of processes (for example CESG CPA Build Standard, ISO/IEC 27034, ISO/IEC 27001 or CSA CCM v3.0)

Public sector networks

Connection to public sector networks
Yes
Connected networks
Joint Academic Network (JANET)

Pricing

Price
£0.50 to £27.50 a unit a month
Discount for educational organisations
No
Free trial available
Yes
Description of free trial
We can provide free Horizon rental for a maximum period of 3 months. Customer pays for any calls they make. The trial service must be self-installed.

Service documents