Virgin Media Business

Cloud Voice SIP

SIP Trunking is a hosted, IP based, voice service utilising the SIP standard. Customers can make calls, usually from an IP handset or desk-based client (soft phone), to the PSTN (Public Switched Telephone Network) and vice-versa. Unlike traditional services (ISDN) it enables voice and data consolidation within a single connection.

Features

  • Vender Agnostic
  • Scalable
  • Mulitple access Choice
  • Affordable Resillience
  • SIP Secure Pay
  • Reliable
  • Number Flexibility
  • Call Handling
  • Secure

Benefits

  • Customers can retain existing assets and reduce capital expenditure
  • Quickly add and remove lines/channels
  • Optimise customers’ secure data connection
  • Customers only pay for the capacity they need
  • Easy PCI Payment Process
  • Ability to re-route to alternative destinations with access resilience
  • Maximises efficiency and less caller inconvenience
  • Ability scale the network
  • High level of configurable options for inbound call routing
  • Giving your customers peace of mind

Pricing

£3.50 per licence per month

  • Education pricing available

Service documents

G-Cloud 11

750619199799966

Virgin Media Business

Jean Hanson

07817909355

publicprocurement@virginmedia.co.uk

Service scope

Service scope
Software add-on or extension No
Cloud deployment model Private cloud
Service constraints Buyer's on-premise equipment such as PBX / SBC for example must have been through inter-op testing and on the approved CPE list to connect to the platform.
Platform scales up to 5000 channels as standard per trunk group, larger deployments greater than this require planning.
System requirements SIP Authorised CPE / quipment

User support

User support
Email or online ticketing support Email or online ticketing
Support response times 4 hours to requests or 48 hours to emailed questions.
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 VMB provides help desk support via the Fault Management Centre (FMC) that offers a 24/7/365 support.
FMC works on a single point of contact basis, all incident and query calls made by you are logged with the FMC operation. The Technical Support Analysts (TSAs) are skilled across the entire Data, Voice product portfolio and 3rd party supplier management. The TSAs are located within FMC and it is from here that the incident or query is managed. TSA will provide you with proactive or reactive updates, carry out first and second level diagnostics, assign the fault or query to technical teams, on-site engineering groups or 3rd party suppliers and manage the end to end flow of the incident or query during its active life until resolution.
We offer a call back within two hours after the fault or query has been logged with hourly updates given to the Buyer until incident or query has been resolved.
Escalations can be raised by email, phone call, through our self-service incident portal Engage, or via our website.
An Account Manager will be aligned who be able to offer guidance and support throughout the lifecycle end to end journey of the contract.
Support available to third parties No

Onboarding and offboarding

Onboarding and offboarding
Getting started Each customer will be allocated an Account Manager who holds the primary responsibility for the long-term business relationship Us.
It is the responsibility of the Account Manager to introduce specialists from within Virgin Media Business and to seek methods of assisting with the introduction of services to new users.
Virgin Media Business take account management very seriously and invest in regular training initiatives for each member of the account team.
Every customer will be assigned an experienced team of professionals that manages all aspects of the customer account throughout the life of the framework. Each team member is a specialist in their specific area of operation, providing an input to the success of the solution and ongoing support.
It is in our collective interest to engage on a regular basis with our G-Cloud customers to reinforce the advantages of the technology, service and ease of procurement.
Your Account Manager is supported in-house by a team of very experienced, highly qualified personnel who provide a range of services, including:
Programme and transition management
Technical design and consultancy
Project and service management
Finance and billing management
Commercial and legal advice
Public Sector Network advice
Service documentation Yes
Documentation formats PDF
End-of-contract data extraction At the end of the Contract, any data held by Virgin Media Business will be made available to the Customer. If the Customer is unable to download their data using the online portal then it will be made available directly to them in a format that is mutually agreed.
End-of-contract process At the end of the Contract the Customer will have a number of options they may utilise;
• Standard notice and cessation process; the Customer shall provide Notice to Terminate to VMB who shall end the Services on the date that the notice period allows
• Professional Services; the Customer can request any level of support required from Virgin Media Business in order to exit the services, transition to a new supplier and/or collate their data and documentation. Virgin Media Business offer a range of professional services that incorporate all project management, service management and technical roles. A rate card will be supplied upon request.

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 Yes
Compatible operating systems
  • Android
  • IOS
  • MacOS
  • Windows
Designed for use on mobile devices No
API No
Customisation available No

Scaling

Scaling
Independence of resources SIP T services use call admission control to allocate SIP T resources to each customer, ensuring they only consume resources allocated to them.

Analytics

Analytics
Service usage metrics No

Resellers

Resellers
Supplier type Reseller providing extra support
Organisation whose services are being resold BT Wholesale Sip provided over VMB's network

Staff security

Staff security
Staff security clearance Other security clearance
Government security clearance Up to Security Clearance (SC)

Asset protection

Asset protection
Knowledge of data storage and processing locations Yes
Data storage and processing locations European Economic Area (EEA)
User control over data storage and processing locations No
Datacentre security standards Complies with a recognised standard (for example CSA CCM version 3.0)
Penetration testing frequency At least once a year
Penetration testing approach In-house
Protecting data at rest Physical access control, complying with another standard
Data sanitisation process Yes
Data sanitisation type Explicit overwriting of storage before reallocation
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 N/A
Data export formats Other
Other data export formats N/A
Data import formats Other
Other data import formats N/A

Data-in-transit protection

Data-in-transit protection
Data protection between buyer and supplier networks Other
Other protection between networks ISO/IEC 27001:2013 certified ISMS and inherent security features of an MPLS WAN such as Virtual Routing and Forwarding Tables (VRFs) and VLAN separation.
Data protection within supplier network Other
Other protection within supplier network ISO/IEC 27001:2013 certified ISMS and inherent security features of an MPLS WAN such as Virtual Routing and Forwarding Tables (VRFs) and VLAN separation.

Availability and resilience

Availability and resilience
Guaranteed availability 99.987%
Approach to resilience All SIP Trunks are provisioned with platform side resilience as standard. This means for each Trunk, two SIP platform IP addresses are provided for the two geo resilient PoPs on which the Trunk has been configured. PBXs that support resilience should be configured with both IP addresses.
SIP Trunks are grouped into Trunk Groups. A Trunk Group may contain a single Trunk or multiple Trunks where customer side resilience is required.
An Active/Standby or loadbalancing configuration can then be selected for call distribution between the Trunks in the Trunk Group.
Outage reporting BTW will provide notification of outages and other planned works scheduled on the platform, this will be onward managed to the customer via VMB process.

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication Other
Other user authentication Customer facing portal not available. All administrative duties are provided by VMB on customer's behalf . Buyer has no access to a portal
Access restrictions in management interfaces and support channels Customer facing portal not available. All administrative duties are provided by VMB on customer's behalf . Buyer has no access to a portal
Access restriction testing frequency At least once a year
Management access authentication Other
Description of management access authentication Customer facing portal not available. All administrative duties are provided by VMB on customer's behalf . Buyer has no access to a portal

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 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

Standards and certifications
ISO/IEC 27001 certification Yes
Who accredited the ISO/IEC 27001 KPMG Audit Plc
ISO/IEC 27001 accreditation date 02/04/2019
What the ISO/IEC 27001 doesn’t cover All aspects of our service are covered by our ISO/IEC 27001:2013 certificate.
ISO 28000:2007 certification No
CSA STAR certification No
PCI certification No
Other security certifications Yes
Any other security certifications Cyber Essentials Plus

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 adopt a holistic approach to security governance of service design, provisioning and support. We implement appropriate physical, technical and procedural security controls based on risk assessment, business requirements, good practice standard and legal or regulatory obligations. Security governance is achieved via a robust Information Security Management System (ISMS) that has been externally audited and ISO/IEC 27001:2013 certificated by a UKAS accredited body.

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 As part of our ISO 27001 ISMS, we operate automated asset management systems to track asset location, specification, changes and configuration integrity.
Service components are configured in compliance with industry good practice and vendor recommended security hardening standards.
Change plans are reviewed by asset owners and approved or rejected based on impact assessment. All changes to asset configuration, including security updates, are distributed under change control following successful security impact research, assessment and lab testing.
Change Management ensures accounting and logging is activated across all service components to correlate configuration changes with security events to inform future security impact assessments
Vulnerability management type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach Our ISO 27001 assured Vulnerability Patch Management process ensures threat and vulnerability assessments are performed at least annually by penetration testers.
Each potential new threat’s severity and patch priority are assessed for likelihood and impact against potential patch service disruption by our Threat and Vulnerability Management team. Risk-based security patching underpins our service compliance certification.
When threats emerge, we make risk-based decisions on the appropriate patch priority selecting from emergency, same-day, 48-hour, same-week or other priority aligned with service level agreements.

We get information about potential threats from industry and government threat intelligence sources including vendors, CERTs and NCSC advisories
Protective monitoring type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach As part of our ISO 27001 ISMS, we have a published Systems Logging and Monitoring policy and standard that governs implementation of local processes. We use automated logging and accounting extensively in our network and IT infrastructure to monitor user activity, configuration changes and to measure performance / compliance against use conditions.

We use a range of tools to inspect, analyse and risk assess device event logs to detect suspicious activity incidents as well as report on overall pattern of usage. System and security logs are only accessible with specified and approved privileges.
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 As part of our ISO 27001 ISMS, we have a published Systems Logging and Monitoring policy and standard that governs implementation of local processes. We use automated logging and accounting extensively in our network and IT infrastructure to monitor user activity, configuration changes and to measure performance / compliance against use conditions.

We use a range of tools to inspect, analyse and risk assess device event logs to detect suspicious activity incidents as well as report on overall pattern of usage. System and security logs are only accessible with specified and approved privileges.

Secure development

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

Public sector networks
Connection to public sector networks No

Pricing

Pricing
Price £3.50 per licence 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 pdf document: Modern Slavery statement
Service documents
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