Focus Group

Focus Horizon

Focus Horizon is a complete communications service for your business that provides an extensive range of fixed and mobile telephony capabilities, via an easy-to-use web portal.

The service allows you, the administrator, to easily manage your environment whilst enabling your employees to maximise their productivity.

Stay connected anytime, anywhere.

Features

  • Fully hosted cloud telephony service
  • Call recording
  • Call reporting and analytics
  • Android and iOS Mobile Applications for UC
  • PC and MAC Soft Clients for UC
  • CRM integration and TAPI
  • UC Collaboration including video, screen share, conferencing, and file sharing
  • Fixed-Mobile Convergence (FMC)
  • Call Centre with Call Queuing
  • Reception Console

Benefits

  • An on-demand service with no hidden costs
  • Enables flexible working with a range of UC applications
  • Highly scalable, reliable and secure IP network
  • Full inbuilt disaster recovery
  • CRM integration for call preview and click to dial
  • Easy to use system administration from any location
  • Queue calls at busy times of the day
  • Flexibility with number management to quickly provision new services
  • Improve customer service and call answering efficiency
  • Stay connected anytime, anywhere

Pricing

£9.95 to £30.00 per user per month

Service documents

G-Cloud 11

853642085188257

Focus Group

Focus Procurement

03300242000

procurement@focusgroup.co.uk

Service scope

Service scope
Software add-on or extension No
Cloud deployment model Public cloud
Service constraints The Focus Horizon service is based in the UK and therefore all calls will route out from the UK, regardless of where end users are located. However, all support is provided from the UK.
System requirements
  • Each user requires their own user license
  • Internet access is required
  • IP handsets require power, either by PSU or POE
  • IP handsets must have access to a DHCP server
  • Specific firewall ports require to be opened
  • Mobile Applications are available for Android or iOS
  • Soft Clients are available on PC or MAC
  • CRM Integration is 1st party for Windows
  • SIP ALG must be disabled

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Our Service Level Targets are as follows:

P1 - Total loss of service at a customer premise/s, or critical service failure = 15 minute response.

P2 - Partial loss of service to critical systems = 30 minute response.

P3 - Partial loss of service = 1 hour response.

P4 - Configuration changes = 8 hours response.
User can manage status and priority of support tickets No
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 Our Service Level target fix times are as follows:

P1 - Total loss of service at a customer premise/s, or critical service failure = 8 hours target fix time.

P2 - Partial loss of service to critical systems = 16 hours target fix time.

P3 - Partial loss of service = 24 hours target fix time.

P4 - Configuration changes = 32 hours target fix time.

P4 requests for major programming changes may be chargeable.

Hosted Maintenance at £2.45 per user per month covers all P4 programming requests, along with lifetime handset warranty.
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started Onsite training is provided for users, and administrators of the system. User guides including PDF documents and YouTube videos are also available. We offer a post site visit within 3 months of installation to cover any additional training requirements.
Service documentation Yes
Documentation formats PDF
End-of-contract data extraction Telephone numbers, user lists, call recordings, and call statistics can also be exported from the Focus Horizon platform by company administrators.
End-of-contract process At the end of the contract there is the option to renew the service for an additional term. This can be at a lower rate if all of the hardware is kept. Alternatively, we can provide a hardware refresh for the same cost.

If the contract is not being renewed, the portal and the user's licences are deleted following the end of the agreement. Any managed routers provided by Focus Group will need to be returned. We will communicate when this is applicable.

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 Yes
Differences between the mobile and desktop service None.
Accessibility standards None or don’t know
Description of accessibility The service is accessible via a standard web browser providing full access to all features and functions expected of a comprehensive business telephony solution. This access provides administrators and users to make any moves, adds, or changes across the telephony estate based on a permission basis.
Accessibility testing None.
API No
Customisation available Yes
Description of customisation Users can choose from a range of enhancements on a per user basis, such as Mobile Applications, Soft Clients, CRM Integration, Call Centre, UC and Call Reporting to customise the service.

IP handsets can also be customised to present different options on line keys on a per user basis.

Branding can be uploaded to the administration and user portal.

Scaling

Scaling
Independence of resources The service is a carrier grade, multi-instance platform, which currently supports 450,000 users, and has in-built capabilities for growth and support. There is capacity to add more than double the number of users to the platform, and there is a review every month to ensure the next 5 years of capacity is met.

Analytics

Analytics
Service usage metrics Yes
Metrics types Focus Horizon Core Services - User Subscription Availability.

Focus Horizon Graphical User Interface (GUI) - Availability.

Auto Attendant, Call Recording, and Unified Messaging Subscriptions - Availability.

Focus Horizon Core Network - PESQ - G711.

Focus Horizon Core Network - PESQ - G729.
Reporting types Reports on request

Resellers

Resellers
Supplier type Reseller providing extra features and support
Organisation whose services are being resold Gamma Telecom PLC

Staff security

Staff security
Staff security clearance Other security clearance
Government security clearance Up to Developed Vetting (DV)

Asset protection

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 Supplier-defined controls
Penetration testing frequency At least every 6 months
Penetration testing approach ‘IT Health Check’ performed by a CHECK service provider
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 In-house destruction process

Data importing and exporting

Data importing and exporting
Data export approach From the Focus Horizon portal users can easily export a full user list with all names, extension numbers and DDI's. Call Recordings and Statistics can be exported if privileges allow. A list of all hardware can be exported including any devices which are available to be assigned.
Data export formats
  • CSV
  • Other
Other data export formats .wav
Data import formats CSV

Data-in-transit protection

Data-in-transit protection
Data protection between buyer and supplier networks Private network or public sector network
Data protection within supplier network
  • TLS (version 1.2 or above)
  • Legacy SSL and TLS (under version 1.2)

Availability and resilience

Availability and resilience
Guaranteed availability Focus Horizon user subscriptions will be available 99.95% of the time within a calendar month. Service credits related to the monthly rental charges will be applicable should the level of core service availability not meet the target monthly percentage of 99.95%.

Availability - 99.90% - 99.94% = 10% Service Credit
Availability - 99.50% - 99.89% = 15% Service Credit
Availability - <99.50% = 25% Service Credit

Any agreed service credits would be satisfied by the issue of a credit note to be deducted from the next scheduled payment to be made to Focus Group.

The Focus Horizon Graphical User Interface (GUI) will be available to end customers 99.90% of the time.

Auto Attendant, Call Recording, and Unified Messaging subscriptions will be available 99.00% of the time.
Approach to resilience Full certification for the ISO22301 Societal Security standard is maintained. ISO22301 is based on a detailed business impact and risk analysis that enables us to build comprehensive business continuity plans and appropriate exercises and test plans for our products, services and infrastructure. The plans and test schedules are reviewed on a regular basis by independent external auditors to ensure that they are effective and appropriate. Compliance with the standard brings many business benefits including increased resilience when faced with organisational threat, improved competence to maintain critical business services through action plan rehearsal, and enhanced capability to handle disruption and protect customer reputation.
Outage reporting Major Service Outages (MSO) are communicated via email alerts to the main account contact email address. We have a virtual MSO team with dedicated responsibilities who react promptly when an MSO occurs. We negotiate bespoke updates from our suppliers to ensure we communicate efficiently to our customers. We proactively try and mitigate the effect of an MSO on Focus Horizon by utilising the unreachable feature providing automatic call diversion.

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication Username or password
Access restrictions in management interfaces and support channels The management portal has three different levels of access; full company management, site management, and user management. Each level is provided to individuals with a unique username and a password. Administrative access can only be provided by Focus.

Login pages and web interfaces are secured using https, and sessions and website access will be closed and killed automatically after 30 minutes of inactivity.

Password security and failed login attempts are also critical areas that are monitored and controlled, with 5 failed login attempts resulting in the freezing of the account that can only be reset by the Focus Horizon administrator.
Access restriction testing frequency At least once a year
Management access 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 Between 1 month and 6 months
Access to supplier activity audit information Users contact the support team to get audit information
How long supplier audit data is stored for Between 1 month and 6 months
How long system logs are stored for Between 6 months and 12 months

Standards and certifications

Standards and certifications
ISO/IEC 27001 certification Yes
Who accredited the ISO/IEC 27001 Lloyds Register Quality Assurance Limited
ISO/IEC 27001 accreditation date 30/09/2018
What the ISO/IEC 27001 doesn’t cover Nothing.
ISO 28000:2007 certification No
CSA STAR certification No
PCI certification No
Other security certifications Yes
Any other security certifications
  • ISO 22301
  • Cyber Essentials

Security governance

Security governance
Named board-level person responsible for service security Yes
Security governance certified No
Security governance approach We currently hold the Cyber Essentials accreditation and in June we will be applying for Cyber Essentials Plus and ISO27001.
Information security policies and processes We have an Information Security Policy, Acceptable Use Policy, Data Protection Policy, Anti-Virus Policy, Email and Internet Usage Policy, Mobile User Policy, and a Starters and Leavers Process.

We have an Information Security Manager responsible for the policies. Every month a report is generated to the Board which is a barometer of our security posture.

All new starters are trained on the company policies as part of their induction process. Our Active Directory is configured to enforce the security policies and we have monitoring in place to ensure compliance. Policies are controlled and monitor through our infrastructure.

Operational security

Operational security
Configuration and change management standard Supplier-defined controls
Configuration and change management approach A change record has to be created and approved by Board which has to adhere to our Change Management Policy. The change record will only be approved if included there are details of the change being made, impact to the business, a security impact assessment, and a full backout plan. Without any of this information the change will not be accepted.
Vulnerability management type Supplier-defined controls
Vulnerability management approach We perform quarterly PEN tests and internal Rapid Fire scans to identify any internal or external vulnerabilities.

Based upon the reports from our quarterly tests, steps are taken to ensure we remain secure. The Information Security Manager will review all of the results with a RAG status and drive the actions to resolution.

Patches are deployed within three working weeks of release as per our Patch Policy.

Information is obtained from security and website news bulletins, updates from Microsoft, and from our Rapid Fire scans.
Protective monitoring type Supplier-defined controls
Protective monitoring approach We have event and audit logging enabled on our Active Directory which monitors key events. We have monitoring on our O365 looking for suspicious behaviour or malicious emails.

Alerts are raised to the Information Security Manager when key events occur. These are evaluated for potential compromises.

Potential compromises are investigated internally and brought to resolution.

Potential compromises are responded to in real-time in line with our monitoring.
Incident management type Supplier-defined controls
Incident management approach We have an Incident Management Process used by our Helpdesk, in which users can raise tickets or call into to report an incident.

The Helpdesk will then review the incident, will resolve the issue, and provide a Route Cause Analysis (RCA), and then produce an incident report for the client.

All incidents that come in are logged in our Incident Management Log file which can be evaluated over time and historically reviewed.

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 Yes
Connected networks
  • Public Services Network (PSN)
  • Joint Academic Network (JANET)

Pricing

Pricing
Price £9.95 to £30.00 per user per month
Discount for educational organisations Yes
Free trial available Yes
Description of free trial Focus can provide a trial of the Focus Horizon service to include:

Pre-configured IP Handsets
Soft Clients
Mobile Applications
Collaboration Service
CRM Integration
Call Reporting
Portal Management

Connectivity is not included in a trial.

The trial period is available for three months.
Link to free trial https://www.unlimitedhorizon.co.uk

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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