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

£0.50 to £27.50 a unit a month

• Free trial available

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

• Modern Slavery statement

  PDF

Framework

G-Cloud 12

Service ID

717066395610508

Contact

Andy Riley
07540 203 303
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

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

• Modern Slavery statement

  PDF