Apollo is a simple, self-service Cloud telephone system. Delivered completely, ‘as a service’ from the Cloud, Apollo offers an easy solution for dial tone with some key features, reasonably priced, that enhances productivity and saves money.
- Online control panel
- Centralised device management
- Visual call routing controls and extension management
- Switchboard features - auto attendant, ring / hunt groups,
- Per user per month pricing
- All inclusive UK landline and mobile minutes
- real time call logging / historical call reporting
- User features - call forwarding, multiple device support
- Technical and User support helpdesk
- Dedicated Account Manager
- Use securely with multiple devices, anywhere, and never miss calls
- Quickly change call routing, easily add/remove users/devices
- All UK landline and mobile calls are included
- Light-touch support saves time and increases efficiency
- Plug 'n' play handsets, delivered and ready to go
- Self-service portal - make changes easily and at no cost
- Device location independence - handsets plug in anywhere
- API first - add value to Apollo
£7.50 to £12.50 per user per month
|Software add-on or extension||No|
|Cloud deployment model||Hybrid cloud|
|Service constraints||No support is provided for BT home-hub and Virgin Media hub routers.|
|System requirements||Fixed internet connection for handsets|
|Email or online ticketing support||Email or online ticketing|
|Support response times||
CATEGORY 1: first response 1 working hour.
CATEGORY 2: first response 1 working hour.
CATEGORY 3: first response 1 working hour (9am-5pm).
Information Request: first response: 4 hrs 0900 – 1700 hrs (GMT) Mon to Fri excluding public holidays.
TCR (Technical Change Request): first response: 8 hrs 0900 – 1700 hrs (GMT) Mon to Fri excluding public holidays.
NSR (New Service Request): first response: 1 day 0900 – 1700 hrs (GMT) Mon to Fri excluding public holidays.
|User can manage status and priority of support tickets||Yes|
|Online ticketing support accessibility||None or don’t know|
|Phone support availability||24 hours, 7 days a week|
|Web chat support||No|
|Onsite support||Yes, at extra cost|
Technical Support is arranged as Levels, based on severity; commencing at Level 1 with escalation to Level 3 to ensure effective resolution. Technical Change requests can also be submitted using Ciptex Support systems.
Ticket Submission: Users raise a support Ticket, which is assigned a unique number for tracking through to resolution. Users can email firstname.lastname@example.org and a tracking ID will be assigned; Users can call Ciptex Technical Support on 0345 8800 808 option 1. All associated communications will require Ticket ID to ensure timely resolution. Only authorized Users may raise support tickets/requests.
Hours of Operation: Technical Support for Apollo is available Standard Hours, included within the Service Package pricing quoted in the pricing document.
Additional, Extended Hours, and 24x7 Support is available to Apollo Clients; Extended - 12% of monthly rental, minimum charge £900 per month. 24X7 - 24% of monthly rental, minimum charge £1800 per month.
A Cloud Specialist Technical Account Manager is provided.
|Support available to third parties||Yes|
Onboarding and offboarding
Account Administrator receives a Welcome email following Account authorization. Access to the Apollo control panel is immediate to add numbers, manage users and call routing.
Ordered handsets arrive pre-configured, ready to plug-in to broadband ports directly or via PC’s. Handsets are drop-shipped directly from Ciptex suppliers and once connected will download configuration settings.
A Ciptex Account Manager (AM) is assigned to your Account and will make contact and address any immediate questions or queries you have.
Your AM will liaise with your Technical Lead to ensure relevant data capture and ensure no delay in setup. Data capture includes LAN specific, internal process, desired IVR and routing configuration information.
Your Account Manager, together with you, will ensure the appropriate forms are completed for number porting, if porting is required.
live training is provided via Webinars and online. A knowledgebase of common queries and user guides is also available. On-site training time is provided at Professional Service day rates.
|End-of-contract data extraction||Off boarding is designed to be as quick and seamless as possible. Ciptex can provide data extraction following contract termination. An output file (in relevant format) containing call records can be provided if required by the Client. Up to six calendar months of historical call records can be extracted. Ciptex can also provide Client’s Announcements and Call Recordings in available format.|
Clients that wish to terminate their Apollo service, or when the contract terminates are obliged to provide 1-month advance notice of cancellation unless a future cancellation date is pre-agreed. A final bill for out-of-plan call charges will be sent in the month following service cancellation.
Ciptex can provide data extraction following cancellation. An output file (in available format) containing call records can be provided if required by the Client. Up to six calendar months of historical call records can be extracted. Ciptex can also provide Client’s Announcements and Call Recordings in available format.
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||The mobile telephony client provides the same functionality and features as the desktop version in terms of making and receiving calls, and provisioning services.|
|Accessibility standards||None or don’t know|
|Description of accessibility||Apollo has been developed using Google Material Design standards, encouraging the use of grid layouts, depth effects, and responsive design. Part of the ongoing development of Apollo will include appropriate accessibility testing and accordance with WCAG standards.|
|Accessibility testing||Formalised testing to ensure compliance with WCAG standards is yet to be undertaken and is part of the Apollo development roadmap.|
|What users can and can't do using the API||
The Apollo API enables users to:
Provision new services.
Manage call routing and endpoints (extensions).
Manage device features, e.g. toggle call forwarding on/off.
Retrieve and listen to call recordings voicemail messages.
Manage database contacts for emergency services (999) call routing.
Retrieve call data records.
Manage account contacts and raise Support tickets
The API currrently does not allow:
Management of billing
Some limitations on real time call control through the API
|API documentation formats||
|API sandbox or test environment||Yes|
|Description of customisation||
Within the framework of Apollo telephony, there is a degree of customisation enabled to ensure the service is valued by clients.
Users (and/or permissioned administrators) can:
Upload bespoke music and messages (for use 'on-hold' for example).
Record personalised voicemail greetings, and change passwords.
Manage user features e.g. who has call recording and who does not.
Customisation can be through the online portal or via API access.
|Independence of resources||
Ciptex provide a guaranteed margin of capacity beyond a maximum number of users on the platform, which is proactively monitored with system alerts.
Our cloud platform automatically scales to enable resource sufficiency, with proactive monitoring and system alerts for the external resources e.g. SIP trunks in active use.
|Service usage metrics||Yes|
|Metrics types||The Apollo dashboard delivers per-call history reporting including Date of call, call originating extension, call destination number/extension, time, duration and call cost for each extension on your account.|
|Supplier type||Not a reseller|
|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||Another external penetration testing organisation|
|Protecting data at rest||
|Data sanitisation process||Yes|
|Data sanitisation type||Deleted data can’t be directly accessed|
|Equipment disposal approach||In-house destruction process|
Data importing and exporting
|Data export approach||Nominated system Administrators can raise an information request using the online portal. Ciptex support engineers will ensure all requested/available data is exported typically in .csv format and delivered to a system administrator.|
|Data export formats||CSV|
|Data import formats||CSV|
|Data protection between buyer and supplier networks||
|Data protection within supplier network||TLS (version 1.2 or above)|
Availability and resilience
|Guaranteed availability||The service has an SLA of 99.99% up-time per calendar month. Refunds in the form of a credit note will be provided for any breach. The percentage up-time is calculated as Up-time (U) = Total minutes in month less minutes of downtime dividend by total minutes times 100. Where U is > 99% but < 99.99% 10% of the monthly service fee will be credited. Between 98% and 99% 15% is credited. Between 97% and 98% it is 20%, 96% and 97% it is 25%, 95% and 96% it is 30% and less than or equal to 95% a credit of 35% of the monthly fee will be credited.|
|Approach to resilience||
Apollo is operated in a virtualised environment running on clustered/duplicated high availability platforms to provide no single point of failure. The entire environment is then subject to a continuous block level replication of both application and data to a secondary data centre location, thus protecting against both component and location failure.
Telephony is provided by multiple Tier 1 carriers including Gamma and BT for UK traffic, with Colt and BT for international connections. Cross connects with each carrier at 1Gb/s provide capacity to support up to 60,000 simultaneous calls and can be flexed for individual clients within minutes. An MPLS core with redundant links connects all locations and providers to deliver a seamless, resilient solution.
|Outage reporting||Notification of outages, and scheduled maintenance, are reported primarily by service email alerts that are delivered to nominated account representatives (administrators). Depending upon the nature of the outage or scheduled maintenance, notifications are also placed in the online portal.|
Identity and authentication
|User authentication needed||Yes|
|User authentication||Username or password|
|Access restrictions in management interfaces and support channels||Apollo requires OAuth authentication using a strong Username and Password combination. Features, including raising support tickets are assigned as rights to designated users and are unavailable to users who are not granted permissions. User rights can be amended and changed throughout the duration of the contract by nominated Administrators.|
|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||Between 6 months and 12 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 6 months and 12 months|
|How long system logs are stored for||Between 1 month and 6 months|
Standards and certifications
|ISO/IEC 27001 certification||No|
|ISO 28000:2007 certification||No|
|CSA STAR certification||No|
|Other security accreditations||No|
|Named board-level person responsible for service security||Yes|
|Security governance accreditation||No|
|Security governance approach||
We are working toward cyber essentials, and currently
undertaking work to ensure compliance.
|Information security policies and processes||Ciptex has in place an Information Security Management System which includes policies for Information Security Management and IT Security. We currently operate to the Cyber Essentials standards and are in the process of achieving ISO27001 with the help of 4 Secure an external security consultancy. All staff are actively engaged in IT Security . The Operations Team have day to day responsibility for implementing policy, reporting through the Operations Manager to the Managing Director. Data Security is a fixed agenda item at management and board meetings. Every new employee is inducted in our policies and procedures. Our policies and procedures are subject to constant review and all updates and suggested improvements are discussed at quarterly all employee meetings.|
|Configuration and change management standard||Supplier-defined controls|
|Configuration and change management approach||
Ciptex accords to agile development processes.
Wth proactive patching and all components are kept up to date with the latest firmware releases. All patching and configuration changes are undertaken outside standard UK business hours to ensure limited impact.
Our engineers subscribe to the latest security bulletins, and they are active in the software security community.
|Vulnerability management type||Supplier-defined controls|
|Vulnerability management approach||
Engineers subscribe to security bulletins active in the security community
close relationship with all suppliers
Full assessment of threat
based on level of access from public internet
rapid time to patch and emergency maintenance.
|Protective monitoring type||Supplier-defined controls|
|Protective monitoring approach||Ciptex have a log scanning management processes in place that quickly identifies anomolies. Together with proactive network monitoring via service sensors that deliver key service statistics. Part of this includes access-control login monitoring. Our incident response time is 15 minutes.|
|Incident management type||Supplier-defined controls|
|Incident management approach||Ciptex supplier defined process includes: Level 3 engineers alerted Proactive customer notifications, with 30-minute email updates to customers. Depending on the nature of the incident and its threat assessment, notification will be available in the portal. Tickets replied to in standard SLA times. Our escalation process includes director level contacts including suppliers.|
|Approach to secure software development best practice||Conforms to a recognised standard, but self-assessed|
Public sector networks
|Connection to public sector networks||Yes|
|Price||£7.50 to £12.50 per user per month|
|Discount for educational organisations||No|
|Free trial available||No|
|Pricing document||View uploaded document|
|Service definition document||View uploaded document|
|Terms and conditions document||View uploaded document|