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.
- 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
- 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
£9.95 to £30.00 per user per month
- Education pricing available
|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.|
|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 availability||9 to 5 (UK time), Monday to Friday|
|Web chat support||No|
|Onsite support||Yes, at extra cost|
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
|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.|
|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.|
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
|Web browser interface||Yes|
|Application to install||Yes|
|Compatible operating systems||
|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.|
|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.
|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.|
|Service usage metrics||Yes|
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|
|Supplier type||Reseller providing extra features and support|
|Organisation whose services are being resold||Gamma Telecom PLC|
|Staff security clearance||Other security clearance|
|Government security clearance||Up to Developed Vetting (DV)|
|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 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||
|Other data export formats||.wav|
|Data import formats||CSV|
|Data protection between buyer and supplier networks||Private network or public sector network|
|Data protection within supplier network||
Availability and resilience
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
|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
|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
|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|
|Other security certifications||Yes|
|Any other security certifications||
|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.
|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.
|Approach to secure software development best practice||Supplier-defined process|
Public sector networks
|Connection to public sector networks||Yes|
|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
Connectivity is not included in a trial.
The trial period is available for three months.
|Link to free trial||https://www.unlimitedhorizon.co.uk|