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.
- 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
- 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
£5.50 to £50.00 per user per month
- Education pricing available
- Pricing document
- Skills Framework for the Information Age rate card
- Terms and conditions
- Modern Slavery statement
|Software add-on or extension||No|
|Cloud deployment model||Hybrid cloud|
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.
|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 availability||24 hours, 7 days a week|
|Web chat support||No|
|Onsite support||Yes, at extra cost|
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.|
|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||
|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.|
|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 formats|
|API sandbox or test environment||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.|
|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.|
|Service usage metrics||Yes|
HTTP request and response status
Number of active instances
|Supplier type||Reseller providing extra features and support|
|Organisation whose services are being resold||Organisation whose services are being resold Cisco|
|Staff security clearance||Staff screening not performed|
|Government security clearance||Up to Security Clearance (SC)|
|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||
|Data sanitisation process||Yes|
|Data sanitisation type||
|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||
|Other data export formats||Chat data is available via the email platform|
|Data import formats||CSV|
|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|
|Other security certifications||Yes|
|Any other security certifications||ISO9001|
|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|
|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
|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|
|Price||£5.50 to £50.00 per user per month|
|Discount for educational organisations||Yes|
|Free trial available||No|