UK IT Networks Limited

Hosted PBX Solution

Virtual Office unified communications PBX platform comes with company wide private chat, presence detection, softphones, web conferencing, optional video and Apple and Android mobile apps to improve collaboration on any device, anywhere.

Features

  • Agents need only a phone or browser
  • Routes and manages calls, emails, web and chat
  • Workforce optimisation and quality management
  • Integration with your CRM
  • HIPAA-compliant solutions available
  • Agents need only a phone and browser
  • Tight integration with Virtual Office
  • HD Video Conferencing
  • Award Winning Call Analytics
  • PCI DSS Recording Solution

Benefits

  • A global-ready solution for all customer service needs
  • Simple to deploy, simpler to use
  • Helps manage agents for better productivity
  • Instant collaboration available
  • One-click meeting scheduling
  • Strengthens conformance with security and compliance standards.
  • Fully customisable reporting to simplify performance management
  • Improve agent engagement
  • Reduced CapEx using existing IP phones or softphones
  • Reduce costs with inclusive UK & International calling

Pricing

£2.95 per user per month

  • Free trial available

Service documents

Framework

G-Cloud 11

Service ID

7 6 3 7 8 6 6 7 4 5 3 1 2 8 9

Contact

UK IT Networks Limited

Hayley Plant

03443248585

management@ukitnetworks.com

Service scope

Software add-on or extension
No
Cloud deployment model
Private cloud
Service constraints
Whilst most IP handsets will work with the hosted PBX. Only IP devices are approved can be supported fully.
System requirements
  • (Softphones) 2-bit Internet Explorer® 7.0 or newer
  • (Softphones) Firefox® 2.0 or newer
  • (Softphone) Safari™ 3.0 or newer
  • (Softphone) Flash 10+ and Java 6 Update 14+
  • (Mobile App) Works with iPhone iOS 9.0 or later
  • Business Grade Internet Access or Equivalent

User support

Email or online ticketing support
Email or online ticketing
Support response times
Our UK based support desk aim to answer customer queries within 15 minutes of receipt. We therefore encourage escalation via telephone as a primary method.

Priority Level: High, Medium, Low
Description: Total loss of service, Intermittent fault or partial loss of service, Service enhancement or services changes
Target Resolution Time: 4 working hours, 8 working hours, 12 working hours
Target Response Time: 30 mins, 1 hour, 4 hours
User can manage status and priority of support tickets
No
Phone support
Yes
Phone support availability
24 hours, 7 days a week
Web chat support
No
Onsite support
Yes, at extra cost
Support levels
Priority Level: High, Medium, Low
Description: Total loss of service, Intermittent fault or partial loss of service, Service enhancement or services changes
Target Resolution Time: 4 working hours, 8 working hours, 12 working hours
Target Response Time: 30 mins, 1 hour, 4 hours
Support available to third parties
Yes

Onboarding and offboarding

Getting started
Survey Project
Complete review of installation site(s), highlighting potential risks and actions

Review Scope Of Work
Ensuring project is clear, concise and deliverable with no unexpected issues

Project Plan & Customer Approval
Planning meeting to agree timescales, deadlines and responsibilities

Implementation To Delivery
Working to our SoW with regular updates on configurations, tests and installations

Training & Sign Off
Installation by accredited engineers, testing and on-site training

Feedback & Account Management
Upon handover we’ll always look for ways to improve our service delivery
Service documentation
Yes
Documentation formats
PDF
End-of-contract data extraction
All information is available for downloading via the customers administration portal access. Users that have been setup will admin access will be able to complete this.
Billing CDR's & SDR's can be downloaded from the secure billing platform access.
End-of-contract process
All number porting, account management, installation, training, service delivery and support is included within the contract. Number porting away is driven by the gaining provider including all costs associated.

Using the service

Web browser interface
Yes
Supported browsers
  • Internet Explorer 7
  • Internet Explorer 8
  • Internet Explorer 9
  • Internet Explorer 10
  • Internet Explorer 11
  • Firefox
  • Chrome
  • Safari 9+
Application to install
Yes
Compatible operating systems
  • Android
  • IOS
  • MacOS
  • Windows
  • Windows Phone
Designed for use on mobile devices
Yes
Differences between the mobile and desktop service
All features are available cross platform
Service interface
No
API
Yes
What users can and can't do using the API
Available APIs for multiple functions including bespoke features.
CRM API
Reporting API
Call Recording API
Web Callback API
Click-to-Dial API
External IVR API
Real Time Statistics Reporting API
Recording Control API
Provisioning API
Streaming API
Embedded Chat API
API documentation
Yes
API documentation formats
HTML
API sandbox or test environment
Yes
Customisation available
No

Scaling

Independence of resources
The hosted platform utilises distributed computing to allow both resources requirements to be monitored as well as forecasting usage.

Both reseller and network are ISO 9001 - 27001 accredited. Therefore monitoring the platform subscription and performance regularly.

Analytics

Service usage metrics
Yes
Metrics types
* Network availability
* Active instance and sign in data
* HTTP request and response data
Reporting types
  • API access
  • Real-time dashboards
  • Regular reports

Resellers

Supplier type
Reseller providing extra features and support
Organisation whose services are being resold
8x8

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
  • United Kingdom
  • European Economic Area (EEA)
  • 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
Another external penetration testing organisation
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 export approach
Customers can access and download their data from the administration portal of the hosted platform (Designated administrators only).
CDRs and SDRs are available from the billing platform to download until the services has been fully migrated away and the previous months calls have been processed.
Data export formats
CSV
Data import formats
CSV

Data-in-transit protection

Data protection between buyer and supplier networks
  • Private network or public sector network
  • TLS (version 1.2 or above)
  • Other
Other protection between networks
We can accommodate a private connection between the customers network and an 8x8 data centre.
Web based platforms are accessed via up-to-date TLS.
Data protection within supplier network
TLS (version 1.2 or above)

Availability and resilience

Guaranteed availability
It ‘s our goal to have its Services available to Customers twenty-four hours a day seven days a week, except for Planned Downtime. We will use commercially reasonable efforts to provide Customers with average annual Services availability (excluding Planned Downtime) that is equal to or greater than 99.95%. 8x8’s records and data shall be the basis for all service availability calculations and determinations.
Approach to resilience
8x8’s mirrored, fully redundant data centers ring the globe to route calls quickly and efficiently, for high-quality, high-availability communications. Similarly, 8x8’s data centers in the UK, Canada, Hong Kong, U.S and Australia optimise service quality and reliability for users in these regions.
Outage reporting
Outage reports are provided over email from the automated monitoring platforms. Email updates from the network are provided in 30 minute increments.

Identity and authentication

User authentication needed
Yes
User authentication
  • 2-factor authentication
  • Dedicated link (for example VPN)
  • Username or password
Access restrictions in management interfaces and support channels
Management have user defined restrictions upon their access rights, which is role dependent.
This includes IP authentication user access within office hours and 2 factor authentication for out of hours support.
Only technical support accredited support staff can access system databases to fulfill support duties.
Access restriction testing frequency
At least once a year
Management access authentication
  • 2-factor authentication
  • Dedicated link (for example VPN)
  • 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
DBasc
ISO/IEC 27001 accreditation date
23/03/2018
What the ISO/IEC 27001 doesn’t cover
Software Development & Financial Services
ISO 28000:2007 certification
No
CSA STAR certification
No
PCI certification
No
Other security certifications
No

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
ISO 9001 - 27001

Operational security

Configuration and change management standard
Supplier-defined controls
Configuration and change management approach
Regularly and methodically accessed through our internal and external audits. In-line with our ISO accreditations.
Vulnerability management type
Supplier-defined controls
Vulnerability management approach
Dealt with via network level.

8x8 assesses potential threats using the latest vulnerability scanning tools. Including VERACODE, Qualys and Nessus.
Protective monitoring type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach
Dealt with at network level.

8x8 uses industry-standard tools including Nagios.
Incident management type
Supplier-defined controls
Incident management approach
Incident management processes are covered using standardised in-house case procedures for common events.

Secure development

Approach to secure software development best practice
Conforms to a recognised standard, but self-assessed

Public sector networks

Connection to public sector networks
No

Pricing

Price
£2.95 per user per month
Discount for educational organisations
No
Free trial available
Yes
Description of free trial
Provision of multiple deskphone / softphone / mobile client applications to use as proof of concept prior to commitment.
Time period is normally limited to 30 days and extensions are subject to case review.

Service documents

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