Amillan Ltd

Alcatel-Lucent Rainbow Cloud Unified Communications & Telephony

A cloud-based, enterprise-grade, UCaaS and CPaaS that connects people and systems.
Rainbow services are available from any device: desktop (PC/MAC and Web) or smartphone (iOS and Android). Rainbow is able to integrate with ALE OXO Connect and OmniPCX Enterprise products, and also with 3rd party IP PBXs from different vendors.

Features

  • Audio/video calling with screen sharing
  • Instant Messaging
  • Online meetings and multi-party conferences
  • Presence across devices (desktop, mobile and deskphone)
  • File sharing and storage
  • Full mobility with Web, Desktop and Smartphone Clients
  • Google Calendar and Outlook calendar integration
  • Integration with Alcatel-Lucent and third party PBX platforms

Benefits

  • Transform into Digital Workplace with audio/video calls and screen sharing
  • Increase Team Collaboration with secure chat and free document sharing
  • Drive Digital Transformation with enterprise-grade control and assistance
  • Accompany your transformation to the cloud
  • Secure your installed telephony system
  • Integrate into your business environment
  • Subscription model for cost optimization & flexibility

Pricing

£0 a user a month

  • Education pricing available
  • Free trial available

Service documents

Request an accessible format
If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at enquiries@amillan.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 12

Service ID

8 7 2 3 0 9 4 2 1 3 0 3 0 2 1

Contact

Amillan Ltd Ryan Hawtin
Telephone: 08455048885
Email: enquiries@amillan.co.uk

Service scope

Software add-on or extension
Yes, but can also be used as a standalone service
What software services is the service an extension to
Rainbow is able to integrate with ALE OXO Connect and OmniPCX Enterprise products, as well as with select 3rd party IP PBXs from different vendors.
Cloud deployment model
  • Private cloud
  • Hybrid cloud
Service constraints
Occasional planned maintenance outside of working hours (customers consulted and warnings issued in advance)
System requirements
  • Network quality requirements for voice/ video/ screensharing
  • IE or Chrome Web Browser (and Internet Connectivity)
  • Windows OS, iOS or Android Operating Systems

User support

Email or online ticketing support
Yes, at extra cost
Support response times
Monday-Friday 9-5 4 hour ticket response SLA.
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
Yes, at extra cost
Support levels
Phone and Remote diagnostics - Response within 4 Hours for major faults being reported
On Site Major – Response within 4 Hours for major faults being reported
On Site Minor – Response within 16 Hours for minor faults being reported
Amillan provides dedicated Account Managers and Pre-Sales Technical Consultancy.
Support available to third parties
Yes

Onboarding and offboarding

Getting started
Online and onsite training can be provided by Amillan. User guides are available online. Test and training can also be provided on a bespoke basis to fit user requirements.
Service documentation
Yes
Documentation formats
  • HTML
  • PDF
End-of-contract data extraction
All data relating to usage, users and billing history can be provided at the end of contract upon request.
End-of-contract process
Reconciliation of outstanding charges plus co-termination of services added during duration of contract

Using the service

Web browser interface
Yes
Supported browsers
  • Internet Explorer 11
  • Chrome
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
If no wireless connection is available to the mobile user, 4G can be used instead of VoIP.
Service interface
No
API
Yes
What users can and can't do using the API
Alcatel-Lucent Enterprise Rainbow API Hub is an open platform as a service (CPaaS) with a set of APIs allowing you to integrate Rainbow's powerful collaboration tools into your existing in-house applications and business processes. Rainbow brings rich feature capabilities, like contact management, presence, chat, audio/video call, screen and file sharing. In addition to these features, Rainbow takes a hybrid cloud approach, integrating with Alcatel-Lucent OXO Connect and OmniPCX Enterprise, as well as non-ALE PBXs and so providing APIs to control your phone device.

The Rainbow API Hub makes it easy your digital transformation by providing you APIs, documentation and support that let you build applications that connect people and transform the way they work. For example, a school district can take advantage of a broadcast lockdown and response application in a crisis, a hotel can leverage the Rainbow services integrated into their customer loyalty program application, or a bank can use Rainbow to integrate messaging and notifications over their customer relationship applications.
https://hub.openrainbow.com
API documentation
Yes
API documentation formats
HTML
API sandbox or test environment
Yes
Customisation available
Yes
Description of customisation
Administrators have full control over their organisations rainbow environment to add, manage and remove users.
Additional PBX and Management services can be added on Business and Enterprise service plans. Audio conferencing is also available as an optional extra.

Scaling

Independence of resources
Dedicated resources are put in place which are specific to each customer

Analytics

Service usage metrics
Yes
Metrics types
Full range of systems usage reporting. Metrics to be agreed with customer and delivered in regular service reviews (or when required)
Reporting types
  • Regular reports
  • Reports on request

Resellers

Supplier type
Reseller providing extra features and support
Organisation whose services are being resold
Alcatel-Lucent Enterprise

Staff security

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

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
In-house
Protecting data at rest
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Encryption of all physical media
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
Via request to service desk.
Data export formats
CSV
Data import formats
Other

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

Guaranteed availability
99.5% Service Availability
Approach to resilience
ALE has designed Rainbow to tolerate system or hardware failures with minimal customer impact. All our services are deployed in an N+1
redundant configuration to ensure both no single point of failure (SPOF) and sufficient computing capacity to enable traffic to be load-balanced to the remaining servers in case of instances failures. All application equests are evenly distributed amongst internal and external load balancers. Databases and user-generated data all are multiple times replicated and backed up to ensure no possible loss. Rainbow complete
production infrastructure is automated to ensure a 100% reliable and reproducible deployment of the various components.
Outage reporting
E-mail alerts

Identity and authentication

User authentication needed
Yes
User authentication
Username or password
Access restrictions in management interfaces and support channels
Restricted to key employees only. User name and password required
Access restriction testing frequency
At least every 6 months
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
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

ISO/IEC 27001 certification
Yes
Who accredited the ISO/IEC 27001
QMS International
ISO/IEC 27001 accreditation date
26/03/2019
What the ISO/IEC 27001 doesn’t cover
Services hosted within a customer or third parties private cloud.
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
  • Other
Other security governance standards
The Rainbow infrastructure is designed and managed in alignment with Cloud security standards, our hosting provider being certified to ISO27001:2013, SOC 1 / SSAE 16 / ISAE 3402 (formerly SAS 70), SOC 2 and SOC 3 standards, our Operations team members are ISO27001 “Lead Implementer” certified.
Information security policies and processes
Our infrastructure and software solution is under constant scrutiny through third-party network vulnerability scanners, web applications scanning and manual security audits conducted by external independent actors. Security being our priority, all necessary actions are taken to mitigate or eliminate any discovered threat.
https://support.openrainbow.com/hc/en-us/article_attachments/115002181724/Rainbow_-_Solution_Brief_-_Security_Abstract_-_Ed04.pdf

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
Routines, emergency, and configuration changes to existing Rainbow infrastructure are authorized, tested, approved, automated and deployed by designated staff members from ALE Cloud Operations team only. Updates to Rainbow’s infrastructure are done to minimize
any impact on the customer and his use of the services.
Changes are tested before being applied to production environment to help ensure they will behave as expected and not adversely impact performance. All changes must be authorized by internal Change Advisory Board
(CAB) members in order to provide appropriate oversight and understanding of potential business impacts.
When possible, changes are scheduled during regular change windows.
Vulnerability management type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach
Our infrastructure and software solution is under constant scrutiny
hrough third-party network vulnerability scanners, web applications scanning and manual security audits conducted by external independent actors. Security being our priority, all necessary actions are taken to mitigate or eliminate any discovered threat.
Protective monitoring type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach
Our infrastructure and software solution is under constant scrutiny through third-party network vulnerability scanners, web applications scanning and manual security audits conducted by external independent actors. Security being our priority, all necessary actions are taken to mitigate or eliminate any discovered threat.
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
The Rainbow Customer Support and Operations teams employ industry-standard diagnostic procedures to drive resolution during
businessimpacting events.
Staff operators provide 24x7x365 coverage to detect incidents and to manage the impact and resolution.
Internal communications methods are in place to ensure ALE Cloud Operations team employees understand their individual roles and responsibilities and how to communicate significant events in a timely manner.
ALE also has implemented various methods of external communication to support its customer base. Mechanisms are in place to allow the customer support team to be notified of operational issues that impact the customer experience.

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

Connection to public sector networks
No

Pricing

Price
£0 a user a month
Discount for educational organisations
Yes
Free trial available
Yes
Description of free trial
The Rainbow Essential Service plan is free of charge and includes:

User self-enrolment & profile management
Conversations management
Contact lists
Instant Messaging / Presence
File transfer/ Storage per user
1GBAudio/ Video/ Screensharing
Team collaboration up to 20 participants
PBX Features (integration not included) Telephony Presence, Click-to-call & Call logs

Service documents

Request an accessible format
If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at enquiries@amillan.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.