Atlas Cloud Ltd

Hosted Voice

Our Hosted Voice service provides users with a highly scalable, feature rich, resilient and flexible solution. The system also supports remote working through softphone technology.

Features

  • Voicemail
  • Multi-site transfers
  • Remote working softphones
  • Hosted Wallboards
  • No need for ISDN lines

Benefits

  • Reduced costs as no need for ISDN
  • Resilient
  • Softphones and mobile integration
  • Scalable
  • Supports remote working via Softphones

Pricing

£5.00 to £12.76 per person per month

  • Free trial available

Service documents

Framework

G-Cloud 11

Service ID

9 3 5 7 8 6 9 8 7 3 6 4 4 6 5

Contact

Atlas Cloud Ltd

Tom Featherstone

01912830191

tom.featherstone@atlascloud.co.uk

Service scope

Software add-on or extension
No
Cloud deployment model
Public cloud
Service constraints
N/A
System requirements
Internet Service with sufficient bandwidth for number of concurrent calls.

User support

Email or online ticketing support
Email or online ticketing
Support response times
Response and resolution times are based on the priority of the incident / service request.
Critical Response 30 working minutes Resolution 4 working hours
High Response 30 working minutes Resolution 24 working hours
Medium Response 60 working minutes Resolution 48 working hours
Service Request Response 120 working minutes Resolution 120 working hours
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
Monday - Friday 08:00-18:00 as standard, extended support hours are possible at an additional cost depending on how much you extend the hours by. We do provide account management and have support engineers.
Support available to third parties
Yes

Onboarding and offboarding

Getting started
Once an order is agreed and accepted, Atlas Cloud’s implementation team will begin the on-boarding process. You will have a dedicated Project Manager and Technical Lead who will guild you through the onboarding process. Documentation and user guides will be provided and onsite training can be arranged for an additional cost. Atlas Cloud uses the IT Service Delivery Management framework, ITIL, and all of the support processes are designed around this. In addition, we hold ISO certifications in 9001, 14001, 27001:2013 and BSI10012.
Service documentation
Yes
Documentation formats
PDF
End-of-contract data extraction
The majority of the customer's data will be usernames, phone numbers and calling plans. All data can be exported and given to the customer.
End-of-contract process
If the client wishes to change to a different IT provider, the first step is for the client to file a request to leave. Next, an End of Contract date is agreed. Any data would be provided to the customer. Any hardware that is not owned by the customer would be returned to Atlas Cloud. is returned to Atlas Cloud. On the termination date any services that had not been migrated away from Atlas Cloud would be terminated and a final invoice sent.

Using the service

Web browser interface
No
Application to install
No
Designed for use on mobile devices
Yes
Differences between the mobile and desktop service
None.
Service interface
No
API
No
Customisation available
Yes
Description of customisation
Hunt groups, time to voicemail and overflow of calls can be customised to support the users requirements.

Scaling

Independence of resources
The only constraint on the service would be the customer's own internet connection, we would complete a due diligence check of the internet connection as part of the onboarding process.

Analytics

Service usage metrics
Yes
Metrics types
Uptime and SLA metrics based off response and resolution.
Reporting types
Regular reports

Resellers

Supplier type
Reseller providing extra support
Organisation whose services are being resold
Raw Communication / Broadsoft

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
User control over data storage and processing locations
No
Datacentre security standards
Supplier-defined controls
Penetration testing frequency
At least once a year
Penetration testing approach
‘IT Health Check’ performed by a Tigerscheme qualified provider or a CREST-approved service provider
Protecting data at rest
  • 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
A third-party destruction service

Data importing and exporting

Data export approach
By request, most data held would be usernames, telephone numbers and calling plans.
Data export formats
CSV
Data import formats
CSV

Data-in-transit protection

Data protection between buyer and supplier networks
TLS (version 1.2 or above)
Data protection within supplier network
TLS (version 1.2 or above)

Availability and resilience

Guaranteed availability
99.9% Service Availability target, service credits are available for any Critical Incident that surpasses the resolution SLA of 4 working hours.
Approach to resilience
Available on request
Outage reporting
Text and email altering, with 30 minute updates until resolution.

Identity and authentication

User authentication needed
No
Access restrictions in management interfaces and support channels
Users would be named and any changes to the system would have to be authorised in writing. Softphones are authenticated via usernames and password, desk phones would be located at the customers sites.
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
No audit information available
Access to supplier activity audit information
No audit information available
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
ISO/IEC 27001 ISOQAR
ISO/IEC 27001 accreditation date
12/08/2014
What the ISO/IEC 27001 doesn’t cover
Nothing is excluded
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
Atlas Cloud follows ISO 27001. The information security policy is sent to all employees and confirmation of adherence is recorded.

Operational security

Configuration and change management standard
Supplier-defined controls
Configuration and change management approach
We have an change management process that has a multi level approval process and a dedicated changed manager. Components of the service are monitored and maintained with any risks to service noted on a risk register.
Vulnerability management type
Supplier-defined controls
Vulnerability management approach
We have mechanisms for threats to be flagged by our monitoring system and the engineers that work on the systems. We can deploy emergency patches in line with our change management process. We have three standard change windows per week.
Protective monitoring type
Supplier-defined controls
Protective monitoring approach
We use various software to monitoring our systems, the software auto creates an incident into our incident management system when a threshold is breached. The incident is then categorised and prioritised and the appropriate SLA assigned. Dependant on the priority the incident is responded to within 30-120 minutes.
Incident management type
Supplier-defined controls
Incident management approach
We have standard operating procedures for common events that are documented. Users can report incidents via phone, email or we have a client portal that clients can log and update incidents via. We email incidents reports at the end of every month.

Secure development

Approach to secure software development best practice
Supplier-defined process

Public sector networks

Connection to public sector networks
No

Pricing

Price
£5.00 to £12.76 per person per month
Discount for educational organisations
No
Free trial available
Yes
Description of free trial
One handset can be provided for a two week period.

Service documents

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