Cisilion Limited

Unified Comms Managed Service

Cisilion provide customers with a range of services including cloud consultancy, professional services and ongoing support or managed services. Whether it's working with cloud, hybrid cloud or private cloud deployments, Microtech can provide the expertise to design, implement, migrate and support your cloud solutions.

Features

  • Cloud Design
  • Migration and Project Management
  • Support and Managed Service
  • Migration and Project Management
  • Design and deployment of infrastructure architecture
  • Transformation consultancy to identify and deliver business objectives
  • Remote monitoring services
  • Hosted Voice, Unified Comms and Collaboration Consultancy

Benefits

  • Increase in user productivity and experience
  • Aligns collaboration tools to business process and workflows
  • Enables a persistent user experience across all devices
  • Accelerates relationship building and decision making
  • Improves customer experience and retention

Pricing

£5.50 to £50.00 per user per month

  • Education pricing available

Service documents

Framework

G-Cloud 11

Service ID

9 9 6 4 7 9 4 5 3 2 5 3 9 1 6

Contact

Cisilion Limited

Debbie Richardson

01372 201145

drichardson@cisilion.com

Service scope

Software add-on or extension
No
Cloud deployment model
Hybrid cloud
Service constraints
A minimum threshold in user count often applies dependant on the level of collaboration requirements.

Maintenance is scheduled to be non-disruptive to meet the relevant uptime SLA, however, there may be occasions where emergency changes may be required. These are co-ordinated with customers to minimise business impact.
System requirements
  • Validated network connectivity to pass real time traffic
  • Desktop & mobile client software compatability
  • POE support for local devices is recommended

User support

Email or online ticketing support
Email or online ticketing
Support response times
P1 response is immediately when logged by phone as recommended
User can manage status and priority of support tickets
Yes
Online ticketing support accessibility
WCAG 2.1 A
Phone support
Yes
Phone support availability
24 hours, 7 days a week
Web chat support
No
Onsite support
Yes, at extra cost
Support levels
Cisilion can offer 24 x7x 4 and 8x5x nbd both on proactive and reactive terms. The pricing will depend on the device model, SLA and contract term. Examples of this can be found in the pricing matrix

Each client will be allocated a Cisilion Account Team which will be made up of highly experienced Account Director, Cloud Consultant and Service Delivery Manager.
Support available to third parties
No

Onboarding and offboarding

Getting started
As part of the on boarding service Cisilion provide installation, commissioning , user adoption and training services to ensure the customer has full understanding of the provided Collaboration solution. A service delivery manager is assigned to the customer as part of the on going program and continual improvement exercise. Customer employees are also invited to the Cisilion success hub where more formal classroom based training can be provided.
Service documentation
Yes
Documentation formats
  • HTML
  • ODF
  • PDF
End-of-contract data extraction
As part of our Exit management strategy Cisilion is committed to run a series of workshops with the customer during the transition phase in order to define an acceptable exit strategy for the customer. Based on the results of the workshops Cisilion will provide an exit plan which will define as a minimum:  Separate mechanisms for dealing with Ordinary and Emergency exits;  The management structure to be deployed during both transfer and cessation of the services;  A detailed description of both the transfer and cessation processes including timetables;  Description of how the service to be transferred to/from an existing/replacement contractor;  Description of the legal and financial issues;  Termination obligations, etc. The guiding principle of the plan is to ensure a smooth transfer of whole or part of the services as appropriate, which minimises risk to service continuity throughout the exit period.
End-of-contract process
Cisilion would intend to develop the Exit plan with the customer to an agreed final version three months after contract start date. The plan will be reviewed at six monthly intervals thereafter to ensure it remains current to the prevailing service operations. Upon invocation of the handover period we would appoint a Project Manager to manage the Exit Plan through to its successful completion. This individual would also secure the required project resources and liaise with the customer and a successor service provider on all relevant aspects of the plan’s execution. This is included in the project costs.

Using the service

Web browser interface
No
Application to install
Yes
Compatible operating systems
  • Android
  • IOS
  • Windows
Designed for use on mobile devices
Yes
Differences between the mobile and desktop service
The target state of the mobile to desktop experience is to make it seamless and persistent as possible. There are specific nuances when working on a mobile platform, mainly related to the screen real estate with appropriate functions.
Service interface
No
API
Yes
What users can and can't do using the API
The platform is open and extensible, some examples of APIs include:
REST APIs are available for integration of workflows, scripts and apps into the collaboration environment.
Bots (automated interactions) can be created using NodeJS which in turn can be connected and integrated with applications.
OAuth Grant flow, provides OAuth integration, and the ability to embed Video natively into browser applications.
API documentation
Yes
API documentation formats
PDF
API sandbox or test environment
Yes
Customisation available
Yes
Description of customisation
There is a degree of flexibility in the features, functions and bespoke integrations available. These are generally defined at the solution consultation stage and delivered against the defined business objectives.

Scaling

Independence of resources
Sizing and capacity planning is completed as part of the consultative engagement, this will normally include 20% capacity for growth. Where customers may prefer dedicated instances, these are protected from multi-tenant environments and can be specified for greater future growth and scale.

Analytics

Service usage metrics
Yes
Metrics types
CPU
Disk
HTTP request and response status
Memory
Network
Number of active instances
User adoption
Trend Analysis
Capacity
Reporting types
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

Supplier type
Reseller providing extra features and support
Organisation whose services are being resold
Organisation whose services are being resold Cisco

Staff security

Staff security clearance
Staff screening not performed
Government security clearance
Up to Security Clearance (SC)

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
Complies with a recognised standard (for example CSA CCM version 3.0)
Penetration testing frequency
At least once a year
Penetration testing approach
Another external penetration testing organisation
Protecting data at rest
  • Physical access control, complying with another standard
  • 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
A third-party destruction service

Data importing and exporting

Data export approach
User data can be synchronised from the business directory services in read only format, as such this data will continue to be managed and exportable from the associated directory service, e.g. Microsoft AD.
Where user data is supplemented by the collaboration environment users can view and export this via web services.
Personal user data, such as chat history, can be archived to the supported email environment and aligned to the associated data export policies.
Data export formats
  • CSV
  • Other
Other data export formats
Chat data is available via the email platform
Data import formats
CSV

Data-in-transit protection

Data protection between buyer and supplier networks
IPsec or TLS VPN gateway
Data protection within supplier network
IPsec or TLS VPN gateway

Availability and resilience

Guaranteed availability
100% service availability
Approach to resilience
Resilient routing to resilient Cisco public cloud data centres
Outage reporting
Email alerts and a public dashboard

Identity and authentication

User authentication needed
Yes
User authentication
Username or password
Access restrictions in management interfaces and support channels
IP restrictions, two factor authentication of approved users and protective monitoring/logging
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 receive audit information on a regular basis
How long user audit data is stored for
At least 12 months
Access to supplier activity audit information
Users receive audit information on a regular basis
How long supplier audit data is stored for
At least 12 months
How long system logs are stored for
At least 12 months

Standards and certifications

ISO/IEC 27001 certification
Yes
Who accredited the ISO/IEC 27001
The British Assessment Bureau
ISO/IEC 27001 accreditation date
19/08/16
What the ISO/IEC 27001 doesn’t cover
Everything is covered under the IT Systems Integrator certification.
ISO 28000:2007 certification
No
CSA STAR certification
No
PCI certification
No
Other security certifications
Yes
Any other security certifications
ISO9001

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
Cisilion comply with ISO 27001 policy

Operational security

Configuration and change management standard
Supplier-defined controls
Configuration and change management approach
All our services are aligned to the best practices set out in ITILv3 for key activities such as Change management for resolution of incidents, problems, service requests and changes.
Where a change is identified, the change must documented with the reason , any known implications including security impacts, and any proposed times for the change . Changes are reviewed prior to implementation to ensure their awareness of the potential change. The potential change is then approved and the change can be made.
Cisilion will work with the customer to determine the optimal time for change, scheduled maintenance and support operations.
Vulnerability management type
Supplier-defined controls
Vulnerability management approach
Cisilion are notified about vulnerability patches when they are released by the vendors, we also subscribe to forums that provide information about potential vulnerabilities in the systems and services that we use.
These are analysed and, where necessary, verified by our Infrastructure Team. Once a manufacturer releases a patch this will be deployed to the live environment as soon as possible .
Protective monitoring type
Supplier-defined controls
Protective monitoring approach
As part of our ISO 27001 certification we follow the method of identifying potential security issues through penetration testing, which is undertaken both internally and, where appropriate, through approved third parties.
When a potential compromise in the security of our systems and network is identified we investigate asap and provide a solution to the issue.
If as a result of the tests it is determined that an actual incident has occurred, our incident management protocols commence immediately upon discovery, to enable rectification as soon as possible.
Incident management type
Supplier-defined controls
Incident management approach
All incidents can be logged via either , phone, email or online.
Once a call has been successfully logged with the Service centre an incident\change number/ ticket number is issued, the calls with be managed in line with the agreed SLAs.
Incidents are automatically escalated in accordance with our technical escalation process as time progresses to ensure there is no SLA breach.
Customers will be able to track progress by phoning the service centre, e-mailing, and logging in to the Customer Portal. All incident reports will be available on the online portal or requested from the customer Service Delivery Manager

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
£5.50 to £50.00 per user per month
Discount for educational organisations
Yes
Free trial available
No

Service documents

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