Levett Consultancy Ltd

Google Voice

With Google Voice, your organisation gets phone numbers for calls, text messages, and voicemail. Users can link their number to any mobile or landline number and access Google Voice on their smartphones and computers.

Features

  • PSTN call forwarding to a linked device
  • Google Calendar integration
  • Google Meet integration
  • eDiscovery (Google Vault) integration
  • Usage and activity reporting
  • Voicemail transcription
  • Number assignment, porting, and billing in G Suite console
  • Enterprise-level telephony features auto attendants and hunt groups
  • 24/7 Google Voice support
  • Related services provided Levett Consultancy Google Cloud Partner

Benefits

  • Integration with G Suite (Calendar, Google Meet and Valut)
  • Make and receive phone calls on any device, anywhere
  • Simple, centralised control for admins
  • Phone numbers mapped on top of an existing PSTN
  • Can be used as a stand-alone VoIP service
  • Same work phone number accessed on multiple devices
  • SIP desk phone support
  • Deployed instantly
  • Centralised billing

Pricing

£87.60 a licence

Service documents

Request an accessible format
If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at gcloud@levettconsultancy.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 12

Service ID

7 3 0 7 4 8 7 8 4 0 8 5 4 6 3

Contact

Levett Consultancy Ltd Joanne Levett
Telephone: 01279 799256
Email: gcloud@levettconsultancy.co.uk

Service scope

Software add-on or extension
Yes
What software services is the service an extension to
Google Voice is an additional service for the following G Suite products: G Suite for Education, G Suite Enterprise for Education, G Suite Business, G Suite Enterprise for Business, G Suite Business Basic, G Suite Essentials and G Suite Essentials Enterprise.
Cloud deployment model
  • Public cloud
  • Private cloud
  • Hybrid cloud
Service constraints
Google Voice currently only works with a limited amount of desk phone models. Contact Levett Consultancy for the latest supported desk phone model list.
System requirements
A modern web browser is required

User support

Email or online ticketing support
Yes, at extra cost
Support response times
Monday to Friday 8am to 5pm responses within 7 hours SLA. No service is available Saturday and Sundays or UK public holidays.
User can manage status and priority of support tickets
Yes
Online ticketing support accessibility
WCAG 2.1 AA or EN 301 549
Phone support
Yes
Phone support availability
9 to 5 (UK time), Monday to Friday
Web chat support
No
Onsite support
Yes, at extra cost
Support levels
In addition to standard Google support, Levett Consultancy provides support as part of our G Cloud Cloud support service. Levett Consultancy also provides a dedicated account manager and Google certified support engineers.
Support available to third parties
Yes

Onboarding and offboarding

Getting started
Levett Consultancy as a long-term Google Partner with a proven track record of onboarding Central & Local Government, Education, 3rd Sector and Private sector with Google Voice.

If required Levett Consultancy at an additional cost, provides a fully comprehensive consultancy, deployment, training and support service that is detailed within our optional G Cloud Cloud Support and deployment services.
Service documentation
Yes
Documentation formats
  • HTML
  • PDF
End-of-contract data extraction
Google Voice data is held within G Suite. To extract data the individual end users will need to use the 'Download your data' option within G Suite. More information can be found here: https://support.google.com/a/answer/100458
End-of-contract process
To stop using Google Voice at your organisation, cancel your Voice subscription within G Suite. If you’re billed on a monthly Flex plan, cancelling your subscription immediately stops further billing for Voice services and delete all data and licenses. Further information can be found here: https://support.google.com/a/answer/9233706

Using the service

Web browser interface
Yes
Supported browsers
  • 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
Custom mobile applications are available both for iOS and Android which provide a bespoke user experience tailored to the operating system in question. For other mobile operating systems, web browser support is included which provides an equivalent experience to the desktop environment.
Service interface
Yes
Description of service interface
Google Voice is accessed within the G Suite Admin Console using a modern web browser from any device.
Accessibility standards
WCAG 2.1 AA or EN 301 549
Accessibility testing
Google makes accessibility a core consideration from the earliest stages of product design through release. A central accessibility team has a mandate to monitor the state of accessibility of all Google products and coordinate accessibility training, testing, and consulting. Further details can be found here: https://support.google.com/a/answer/2821355
API
Yes
What users can and can't do using the API
The scope of capabilities exposed via API to G Suite users is very broad and encompasses most major use cases. G Suite APIs are grouped into ten main APIs and SDKs that can be found here: https://developers.google.com/gsuite
API documentation
Yes
API documentation formats
  • HTML
  • PDF
API sandbox or test environment
Yes
Customisation available
No

Scaling

Independence of resources
Google’s services are designed for millions of users. Google runs multiple different performance tests, including load testing G Suite applications under high load over a long period, to observe effects on factors, such as memory use and response time. Google also performs stress testing to examine system performance in unusual situations, including system functional testing while under unusually heavy loads, heavy repetition of certain actions or inputs, or input of large numerical values and large, complex queries to a database system. Ensuring the addition of any practicable number of users has a very low impact on using G Suite services.

Analytics

Service usage metrics
Yes
Metrics types
Google Voice audit log tracks the Voice activity in your organisation. For example, you can review the details of texts and calls, including the cost and duration.
Reporting types
  • Real-time dashboards
  • Regular reports

Resellers

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

Staff security

Staff security clearance
Conforms to BS7858:2012
Government security clearance
Up to Security Clearance (SC)

Asset protection

Knowledge of data storage and processing locations
Yes
Data storage and processing locations
EU-US Privacy Shield agreement locations
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
In-house
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
  • Other
Other data at rest protection approach
Core customer data that is uploaded or created in G Suite services is encrypted at rest. This encryption happens as it is written to disk, without the customer having to take any action. Google encrypts data with distinct encryption keys, even if they belong to the same customer. Data is encrypted using 128-bit or stronger Advanced Encryption Standard (AES)
Data sanitisation process
Yes
Data sanitisation type
Explicit overwriting of storage before reallocation
Equipment disposal approach
In-house destruction process

Data importing and exporting

Data export approach
You can export and download your data from the Google Voice using the Google Takeout service. In a few easy steps, create an archive to keep for your records or use the data in another service. Details how to export data can be found here: https://support.google.com/accounts/answer/3024190
Data export formats
  • CSV
  • Other
Other data export formats
  • Zip
  • Tgz
Data import formats
CSV

Data-in-transit protection

Data protection between buyer and supplier networks
TLS (version 1.2 or above)
Data protection within supplier network
TLS (version 1.2 or above)

Availability and resilience

Guaranteed availability
Contractually Google's Service Level is guaranteed to 99.9% availability for any calendar month and backed with service credits. Definitions and service credits are described at https://gsuite.google.com/intl/en-GB/terms/sla.html
Approach to resilience
To minimize service interruption due to hardware failures, natural disasters or other incidents, Google has built a highly redundant infrastructure of data centres. G Suite has an RPO (Recovery Point Objective) target of zero, and our RTO (Recovery Time Objective) target is instant failover (or zero).
Outage reporting
Google provides access to a G Suite dashboard offering performance information for G Suite services here: https://www.google.com/appsstatus#hl=en-GB

Outages and status updates are also reported to G Suite administrator by email.

Identity and authentication

User authentication needed
Yes
User authentication
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
Access restrictions in management interfaces and support channels
Depending on administrator preference, users can be signed in via a federated identity service, including Active Directory, LDAP, DaaS or use G Suite as their identity provider. 2 Factor authentication is supported and can be enforced. Administrative access privileges are granted separately to individual users or groups.
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)
  • Username or password

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 receive audit information on a regular basis
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

ISO/IEC 27001 certification
Yes
Who accredited the ISO/IEC 27001
EY CertifyPoint
ISO/IEC 27001 accreditation date
27/11/19
What the ISO/IEC 27001 doesn’t cover
Any service not listed on the ISO certificate is not covered. See here for more information: https://services.google.com/fh/files/misc/gsuite_iso27001_fall_2019.pdf
ISO 28000:2007 certification
No
CSA STAR certification
Yes
CSA STAR accreditation date
21/02/2017
CSA STAR certification level
Level 1: CSA STAR Self-Assessment
What the CSA STAR doesn’t cover
Any service not listed on the CSA STAR certificate is not covered. More information can be found here: https://cloud.google.com/security/compliance/csa-star/
PCI certification
No
Other security certifications
Yes
Any other security certifications
  • ISO 27018
  • SOC 1
  • HIPAA
  • FedRAMP

Security governance

Named board-level person responsible for service security
Yes
Security governance certified
Yes
Security governance standards
  • CSA CCM version 3.0
  • ISO/IEC 27001
  • Other
Other security governance standards
ISO/IEC 27017:2015, ISO/IEC 27018:2014, SSAE16/ISAE 3402,
Privacy Shield, FedRAMP, HIPPA, GDPR
Information security policies and processes
Google’s customers and regulators expect independent verification of our security, privacy, and compliance controls. In order to provide this, Google undergoes several independent third-party audits on a regular basis. For each one, an independent auditor examines our data centres, infrastructure, and operations. Regular audits are conducted to certify our compliance with the auditing standards ISO 27001, SOC 2 and SOC 3, as well as with the U.S. Federal Information Security Modernization Act of 2014 (FISMA) for G Suite for Government.

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
In Google production environments, software updates are manually vetted to ensure the stability of the system. Changes are then tested and cautiously rolled out to systems. The details vary somewhat depending on the service being considered, but all development work is separated from the operation systems, testing occurs in a multi-staged fashion in both environments and in dedicated test settings. Google can share, under NDA, the SOC2 audit report (based on standards from the International Auditing and Assurance Standards Board), which describes the change management process. Additionally, changes to code go through a process of code review involving additional engineer(s)
Vulnerability management type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach
Google administrates a vulnerability management process that actively scans for security threats using a combination of commercially available and purpose-built tools, intensive automated/manual penetration efforts, quality assurance processes, software security reviews and external audits. The vulnerability management team is responsible for tracking and following up on vulnerabilities. Once a vulnerability requiring remediation has been identified, it is logged, prioritized according to severity, and assigned an owner. The vulnerability management team tracks such issues and follows up frequently until they can verify that the issues have been remediated. Google also maintains relationships and interfaces with members of the security research community.
Protective monitoring type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach
Focused on information gathered from network traffic, employee actions on systems and outside knowledge of vulnerabilities. Traffic is inspected at many points for suspicious behaviour. Analysis is performed using open-source and commercial tools for traffic capture and parsing, supported by a correlation system built on top of Google technology. Analysis is supplemented by examining system logs for unusual behaviour, such as attempted access of customer data. Security engineers place standing alerts on public data repositories to look for security incidents that might affect company infrastructure. They actively review inbound security reports and monitor public mailing lists, blog posts, and wikis.
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
If an incident occurs, the security team logs and prioritises it according to severity. Events directly impacting customers are assigned the highest priority. This process specifies courses of action, procedures for notification, escalation, mitigation, and documentation. Google’s incident management program is structured around NIST guidance on handling incidents. Key staff are trained in forensics and handling evidence in preparation for an event, including the use of third-party and proprietary tools. Testing of incident response plans is performed for key areas, such as systems that store sensitive customer information. Tests consider a variety of scenarios, including insider threats and software vulnerabilities.

Secure development

Approach to secure software development best practice
Supplier-defined process

Public sector networks

Connection to public sector networks
No

Pricing

Price
£87.60 a licence
Discount for educational organisations
No
Free trial available
Yes
Description of free trial
A 14-day trial is available for up to 10 users to explore all the features of G Suite. The trial is only available by registering online and is not subject to G Cloud terms and conditions. In addition, customers can engage with Levett Consultancy for a longer trial.
Link to free trial
https://gsuite.google.com/signup/basic/welcome?hl=en-GB

Service documents

Request an accessible format
If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at gcloud@levettconsultancy.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.