Nexus Open Systems Ltd

Nexus Voice Operations Centre

Nexus Voice Operations Centre (nvoc) provides centralised voice network management and monitoring for Microsoft Skype for Business and Teams environments. Nexus Voice Operations Centre (NVOC) is our intuitive, web-based management solution. It combines voice network device management and quality-of-experience monitoring into a single application.

Features

  • Proactive monitoring for your Unified Communications infrastructure
  • Centralised management & monitoring of all SBCs
  • Remote firmware upgrades, configuration of backups
  • In-depth reporting and trending of call quality
  • Role based access to monitored devices
  • Alerts based on call concurrency and quality
  • Active service desk monitoring of SBCs
  • Proactive remediation of SBC issues
  • Fast recovery with secure remote configuration backup
  • Supports Microsoft Skype for Business and Teams environments

Benefits

  • Highly scalable, supports 1,000s of devices
  • Multi-tenancy support for hosted and managed environments
  • Auto-provisioning and configuration for the entire AudioCodes portfolio
  • Real-time, probe-less call quality monitoring and root cause analysis
  • Integration with AudioCodes Routing Manager (ARM) session routing solution
  • Centralised reporting and knowledge distribution
  • Network health & performance monitoring & management through single application
  • Improve system availability with accurate troubleshooting and root cause analysis
  • Increase efficiency with centralised configuration & auto-provisioning
  • Identify and fix voice quality issues proactively

Pricing

£41.67 per licence per month

  • Education pricing available

Service documents

G-Cloud 11

773658775676683

Nexus Open Systems Ltd

Chris Goodwill

01392 205095

sales@nexusos.co.uk

Service scope

Service scope
Software add-on or extension No
Cloud deployment model
  • Public cloud
  • Private cloud
  • Hybrid cloud
Service constraints AudioCodes provide planned maintenance notifications which will inform customers about service infrastructure work that might affect some Cloud Services. The scheduling of this maintenance can be viewed online.
System requirements None

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Standard SLA is for 2 hours response for Critical issues; 4 hours response for Major issues and 8 hours response for Minor issues.
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 9 to 5 (UK time), Monday to Friday
Web chat support Web chat
Web chat support availability 9 to 5 (UK time), Monday to Friday
Web chat support accessibility standard WCAG 2.1 A
Web chat accessibility testing None as yet
Onsite support Yes, at extra cost
Support levels Support Levels: Basic - Service Desk Facility; Incident & Problem Management; Dedicated Account Management; Third Party Liaison; Escalation Procedure; Remote Support; Access to Customer Portal. Standard - Service Desk Facility; Incident & Problem Management; Dedicated Account Management; Third Party Liaison; Escalation Procedure; Remote Support; Access to Customer Portal; Service Level Agreement; Remote Monitoring & Alerting. Advanced - Service Desk Facility; Incident & Problem Management; Dedicated Account Management; Third Party Liaison; Escalation Procedure; Remote Support; Access to Customer Portal; Service Level Agreement; Remote Monitoring & Alerting; Annual IT Strategy; Monthly Remote Health Checks; Proactive Monitoring & Alerting; On-site Support. Support cost: Pricing is dependant on customers infrastructure and environment A dedicated Technical Account Manager is assigned to each customer and our Service Desk team includes Cloud Support Engineers.
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started We follow a defined process for on-boarding new clients to ensure that they have the assurance of our help, whilst at the same time remain in control of the cloud services which are often at the core of their business. Through the on-boarding process Nexus will complete a detailed assessment of: • Client’s strategic vision • Organisational culture • Current and future objectives • Desire business outcomes • Potential improvements to existing business processes • Project and programme delivery resources • Current governance and programmes. We can provide onsite training to our clients as well as instruction at our own training centre. User documentation is provided by way of client portal guide
Service documentation No
End-of-contract data extraction You own your data and retain all rights, title, and interest in the data you store with AudioCodes One Voice Operations Centre.
You can download a copy of all of your data at any time and for any reason, without any assistance from AudioCodes or Nexus.
End-of-contract process There are no additional costs at the end of the contract.

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
Application to install No
Designed for use on mobile devices No
Accessibility standards WCAG 2.1 A
Accessibility testing The interface is provided by AudioCodes and has been extensively tested with assistive technology
API No
Customisation available No

Scaling

Scaling
Independence of resources AudioCodes One Voice Operations Centre is built on Azure which is a multi-tenant service, meaning that multiple customers’ deployments and virtual machines are stored on the same physical hardware. Azure, provides geographically dispersed regions around the world. These platforms also provide capabilities that support availability and a variety of disaster recovery scenarios. Azure has resiliency and disaster recovery built in to many of its services.

Analytics

Analytics
Service usage metrics No

Resellers

Resellers
Supplier type Reseller providing extra features and support
Organisation whose services are being resold AudioCodes

Staff security

Staff security
Staff security clearance Conforms to BS7858:2012
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
  • United Kingdom
  • European Economic Area (EEA)
  • EU-US Privacy Shield agreement locations
  • Other 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 ‘IT Health Check’ performed by a Tigerscheme qualified provider or a CREST-approved service provider
Protecting data at rest Physical access control, complying with CSA CCM v3.0
Data sanitisation process No
Equipment disposal approach A third-party destruction service

Data importing and exporting

Data importing and exporting
Data export approach You own your data and retain all rights, title, and interest in the data you store within AudioCodes One Voice Operations Centre
You can download a copy of all of your data at any time and for any reason, without any assistance from AudioCodes or Nexus.
Data export formats CSV
Data import formats CSV

Data-in-transit protection

Data-in-transit protection
Data protection between buyer and supplier networks
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
Data protection within supplier network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway

Availability and resilience

Availability and resilience
Guaranteed availability This service is underpinned by a Microsoft Service Level Agreement (SLA) which describes Microsoft’s commitments for up time and connectivity. For this service, availability of at least 99.95% is guaranteed. The following monthly up time limits attract the indicated service credits. <99.95% (10%); <99% (25%); <95% (100%).
Approach to resilience Available on request
Outage reporting Email alerts will be issued if there are any outages.

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication 2-factor authentication
Access restrictions in management interfaces and support channels Nexus manage access to management interfaces and support channels through the use of Named Contacts. Those users who require access to management interfaces and support channels such as the client portal must apply for access through their organisation to the Nexus Service Desk. These user applications are then reviewed and approved or rejected with the individual recorded as a Named Contact for the particular service and appropriate credentials provided.
Access restriction testing frequency At least every 6 months
Management access authentication
  • 2-factor authentication
  • Username or password

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 User-defined
Access to supplier activity audit information Users contact the support team to get audit information
How long supplier audit data is stored for User-defined
How long system logs are stored for User-defined

Standards and certifications

Standards and certifications
ISO/IEC 27001 certification Yes
Who accredited the ISO/IEC 27001 British Standards Institute
ISO/IEC 27001 accreditation date 15/10/2016
What the ISO/IEC 27001 doesn’t cover In addition to having the BSI verify the compliance of Office 365 and Dynamics 365 with ISO/IEC 27001, we have asked the BSI to review more than 20 additional privacy controls that we built into the services to better align it with comprehensive European data protection regulations. We have taken this unique approach to help our European customers understand the protections we have put in place to help them satisfy the specific expectations of both European citizens and European regulators. M any customers consider EU privacy regulations to be the strictest in the world, so our work to align our controls with EU privacy regulations helps all customers that value data protection and privacy.Our ISO 27001 certifications and audits by the BSI thus enable all our customers to evaluate how Microsoft meets or exceeds the standards and implementation guidance against which we are certified. The full results of BSI’s findings are included in its ISO/IEC 27001 audit reports on Office 365 and Dynamics 365, summaries of which are available to Office 365 and Dynamics 365 customers upon request.
ISO 28000:2007 certification No
CSA STAR certification No
PCI certification No
Other security certifications Yes
Any other security certifications Cyber Essentials

Security governance

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
Information security policies and processes Nexus hold and maintain an Information Security Policy. We have an Information Security Office (ISO) who is responsible for the development, management and enforcement of the policy across our organisation.

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 Nexus have a configuration management process for tracking changes in the specification of our services and products, this is managed centrally. Nexus also implement a full change management process for assessing and if appropriate executing any changes to services and products.
Vulnerability management type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach One key operational best practice that AudioCodes uses to harden its cloud services is known as the “assume breach” strategy. By constantly challenging the security capabilities of the service, AudioCodes can stay ahead of emerging threats.
Protective monitoring type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach In relation to Azure services, Microsoft security researchers are constantly on the lookout for threats. They have access to an expansive set of telemetry gained from Microsoft’s global presence in the cloud and on-premises. This wide-reaching and diverse collection of datasets enables Microsoft to discover new attack patterns and trends across its on-premises consumer and enterprise products, as well as its online services. As a result, Security Center can rapidly update its detection algorithms as attackers release new and increasingly sophisticated exploits. In the event that customer data is compromised, Microsoft will notify its customers.
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 All Incident tickets will be recorded in the Nexus Service Desk system under the Incident Management workflow. All new Incident tickets will undergo an initial impact assessment. Nexus will further look to determine the number of users/systems affected and establish the commercial impact to the customer’s environment. We have a knowledge base to be able to check for common events. Users can report incidents by phone, email or through their client portal. Incidents are included in any appropriate service monthly ticket summary reports.

Secure development

Secure development
Approach to secure software development best practice Supplier-defined process

Public sector networks

Public sector networks
Connection to public sector networks No

Pricing

Pricing
Price £41.67 per licence per month
Discount for educational organisations Yes
Free trial available No

Service documents

pdf document: Pricing document pdf document: Skills Framework for the Information Age rate card pdf document: Service definition document pdf document: Terms and conditions
Service documents
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