IMICRO UK LTD

Cloud VoIP and Unified Communications as a Service (Horizon)

iMicro provides Cloud VoIP and hosted telephony services using the Gamma Horizon platform for UK public sector organisations. It enables voice calling and unified communications functionality delivered via a secure cloud-based service.

The service supports voice communications for operational, administrative, and service delivery use without requiring on-premise telephony infrastructure.

Features

• Cloud-hosted voice calling delivered via the Horizon platform
• Unified communications capabilities including voice and collaboration
• Support for inbound and outbound calling
• Call routing, voicemail, and call management features
• Web-based administration and reporting via the Horizon platform
• Optional contact centre functionality where licensed at call-off
• Integration with supported devices and softphones
• Service delivered without on-premise telephony infrastructure

Benefits

• Remove reliance on on-premise telephony infrastructure
• Scalable cloud-based voice services to support organisational needs
• Improved flexibility for remote and hybrid working
• Centralised management of voice services
• Optional contact centre capabilities to support service delivery teams
• Predictable subscription-based service model

• Education pricing available

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

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 info@imicro.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

178463055312573

Contact

Corinne Pegrum
01634 949900
info@imicro.co.uk

About the service

• Service categories:
  • Applications
    • Customer relationship management
      • Contact centre
        • Contact centre
• Multi cloud support: No

Service scope

• Software add-on or extension: No
• Cloud deployment model: Public cloud
• Service constraints: This service is delivered using the Horizon cloud platform and is subject to the availability and service terms of that platform.; ; The service requires suitable network connectivity and compatible end-user devices, which are the responsibility of the buyer unless otherwise agreed at call-off.; ; Planned maintenance affecting the service is managed by the platform provider. Support arrangements, feature availability, and optional contact centre functionality are dependent on the licences purchased at call-off.; ; This service does not include the supply of network connectivity or customer premises equipment unless explicitly stated in the call-off contract.
• System requirements:
  • Reliable internet connectivity with sufficient bandwidth
  • Compatible IP phones or supported softphone devices
  • Supported operating systems for softphone applications
  • Network configured to allow VoIP traffic
  • Power and connectivity for end-user devices

User support

• Email or online ticketing support: Yes
• Support response times: Service requests and questions are responded to during UK business hours, Monday to Friday, in line with agreed service levels defined at call-off. Requests submitted outside of these hours, including weekends, can be logged via the customer portal and will be responded to in accordance with the agreed service levels on the next working day.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.2 AA
• 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: Support levels are agreed at call-off and may include variations in service coverage, response targets, and escalation arrangements appropriate to cloud-hosted voice services delivered via the Horizon platform.; ; Support may include assistance with service-related incidents, user configuration queries, and liaison with the platform provider where required.; ; Costs associated with different support levels are defined in the agreed pricing model and may be based on per-user subscriptions, support tiers, or time and materials charges as published in the framework pricing documentation.; ; Service delivery is supported by a named technical contact or cloud support engineer with UCaaS experience. A technical account manager may be provided where appropriate to support service governance and escalation.
• Support available to third parties: No

Onboarding and offboarding

• Getting started: Getting started is supported through service setup guidance and coordination during initial provisioning. This may include assistance with user onboarding, basic configuration guidance, and access to platform documentation provided by the service provider.; ; User training, onsite support, or bespoke onboarding activities are not included by default but may be provided where agreed at call-off.
• Service documentation: Yes
• Documentation formats: PDF
• Documentation accessibility standard: WCAG 2.2 AA
• End-of-contract data extraction: Customer data associated with the service remains within the Gamma Horizon platform. Users can export or retrieve available data, such as call records or reports, using the platform’s standard tools and processes, subject to the licences purchased.; ; iMicro does not hold customer voice or communications data outside of the platform.
• End-of-contract process: At the end of the contract, access to the Cloud VoIP service and associated subscriptions will cease in line with the agreed terms. Responsibility for any data retained within the Horizon platform remains with the customer, subject to the platform provider’s retention and export options.; ; The contract price includes access to the Cloud VoIP service for the agreed term. Any additional activities, such as changes to user numbers, early termination, optional features (including contact centre capabilities), or assistance beyond the agreed scope, may incur additional costs and will be agreed at call-off.; The contract price includes licence procurement, renewal management, and billing for the agreed contract period. Any changes to licence quantities, early termination of subscriptions, or additional administrative activity outside the agreed scope may incur additional costs in line with Microsoft licensing terms and will be agreed in advance.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
  • Other
• Application to install: Yes
• Compatible operating systems:
  • Android
  • IOS
  • Windows
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: Subtle interface differences, no material changes in functionality
• Service interface: No
• User support accessibility: WCAG 2.2 AA
• API: No
• Customisation available: Yes
• Description of customisation: Buyers can customise elements of the service using the configuration options provided within the Horizon platform. Customisable features may include user settings, call routing, call handling rules, voicemail options, and contact centre configurations where licensed.; ; Customisation is performed through the platform’s administration interfaces in line with the licences purchased. Configuration may be carried out by authorised buyer administrators or by iMicro where agreed as part of the support arrangements at call-off.

Scaling

• Independence of resources: The service is delivered via the Gamma Horizon cloud platform, which is designed to operate as a multi-tenant service with logical separation between customers. Platform capacity and performance are managed by the service provider to ensure that usage by one customer does not adversely impact other customers.; ; iMicro does not operate shared infrastructure for this service.

Analytics

• Service usage metrics: Yes
• Metrics types: Service usage metrics are provided through the reporting and analytics tools available within the Horizon platform. These may include call volumes, call performance, and usage reports, subject to the licences purchased.; ; Metrics are generated and made available by the platform provider as part of the service.
• Reporting types:
  • Real-time dashboards
  • Regular reports
  • Reports on request
• Resource tagging: No
• FOCUS resource tagging: No

Supplier type

• Supplier type: Reseller providing extra support
• Organisation whose services are being resold: Gamma Communications

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Baseline Personnel Security Standard (BPSS)

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: Yes
• Datacentre security standards: Managed by a third party
• Penetration testing frequency: Never
• Protecting data at rest: Encryption of all physical media
• Data sanitisation process: No
• Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v4.0, CAS (Sanitisation) or ISO/IEC 27001

Data importing and exporting

• Data export approach: Users can export available service data, such as call records and reports, directly from the Horizon platform using the platform’s standard export tools, subject to the licences purchased.; ; iMicro does not store or manage customer communications data outside of the platform.
• Data export formats:
  • CSV
  • Other
• Other data export formats: .wav
• 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: This service is delivered via the Horizon cloud platform. Availability of the service is governed by the platform provider’s service availability commitments and terms.; ; iMicro does not provide separate availability guarantees or service credits beyond those offered by the platform provider.
• Approach to resilience: The service is delivered via the Horizon cloud platform, which is designed with resilience across its hosting infrastructure and data centres. Platform resilience and service continuity are managed by the platform provider in line with its published architecture and operational practices.; ; iMicro does not host or operate the underlying service infrastructure and does not introduce additional resilience dependencies.
• Outage reporting: Service availability and outage information is provided by the platform provider through its standard service status communications and reporting tools.; ; iMicro does not operate a separate service status dashboard or generate independent outage reports for the underlying platform.

Identity and authentication

• User authentication needed: No
• Access restrictions in management interfaces and support channels: Access to iMicro’s internal systems used to manage and support the Cloud VoIP service is restricted to authorised personnel only, using role-based access controls and least-privilege principles.; ; Access to the service management interfaces is limited to authorised administrators in line with the platform’s access controls and the licences purchased.; ; Support and account communications are restricted to nominated customer contacts through agreed support channels. Administrative access to the platform is controlled and managed in accordance with agreed support arrangements.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • Identity federation with existing provider (for example Google Apps)
  • 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

Security governance

• Named board-level person responsible for service security: Yes
• Software Security Code of Practice: Yes
• Security governance certified: Yes
• Security governance standards: ISO/IEC 27001
• Information security policies and processes: IMicro maintains documented information security policies and procedures aligned to ISO27001, including access control, data protection, incident management, and staff awareness.; ; Information security governance is overseen by senior management, with day-to-day responsibility assigned to a nominated Information Governance lead. Policies are reviewed regularly and communicated to staff, with compliance supported through role-based access controls and ongoing awareness activities.; ; This service does not involve the storage or processing of customer data. Any interaction with third-party platforms, including Microsoft, is conducted in accordance with supplier security policies and contractual obligations.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Configuration and change management for this service is delivered through the configuration controls provided within the Horizon platform. Service components, including user subscriptions and optional features, are tracked for the duration of the contract in line with the licences purchased.; ; Changes to the service are limited to platform configuration, licence adjustments, and feature enablement. Where changes are requested, potential security impacts are assessed in line with the platform provider’s security controls and published guidance.; ; iMicro does not implement bespoke configuration or make changes outside the capabilities of the platform.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: This service is delivered via the Horizon cloud platform. Vulnerability management and patching of the underlying service are performed by the platform provider as part of its operational security processes.; ; Potential threats relevant to this service are assessed using information provided by the platform provider, vendor security advisories, and industry guidance. Security updates and patches to the service are deployed by the platform provider in line with its security and maintenance practices.; ; iMicro does not operate or patch the underlying platform and does not introduce additional software components that require separate vulnerability management.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Protective monitoring of the service is provided by the platform provider as part of its operational security processes. Potential compromises are identified through the provider’s monitoring and alerting capabilities.; ; Where a potential compromise is identified, the platform provider responds in line with its incident management procedures. iMicro supports customers by coordinating communications and escalating issues with the platform provider where required.; ; Response times for platform-level incidents are governed by the platform provider’s processes and service terms.
• Incident management type: Supplier-defined controls
• Post-quantum cryptography secure: No
• Incident management approach: Incident management for the service is delivered through predefined support and escalation processes. iMicro acts as the first point of contact for incident reporting and resolution management for this service.; ; Users report incidents to iMicro via agreed support channels. Incidents are logged, assessed, and managed by iMicro, with escalation to the platform provider where required in line with agreed support arrangements.; ; Incident information and service updates are provided to customers by iMicro, based on information supplied by the platform provider through its standard incident management processes.

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 v4.0)

Public sector networks

• Connection to public sector networks: Yes
• Connected networks:
  • Public Services Network (PSN)
  • Police National Network (PNN)
  • Joint Academic Network (JANET)
  • Scottish Wide Area Network (SWAN)
  • Health and Social Care Network (HSCN)

Pricing

• Discount for educational organisations: Yes
• Free trial available: No

Discount percentage by annual call-off contract value (excluding VAT)

• Less than £250,000: 0.0%
• Between £250,000 and £500,000: 1.0%
• Between £500,001 and £1,000,000: 2.0%
• Between £1,000,001 and £2,500,000: 3.0%
• Between £2,500,001 and £5,000,000: 4.0%
• Over £5,000,001: 5.0%

Standards and certifications

• ISO/IEC 27001 certification: Yes
• ISO/IEC 27001 accredited by: Alcumus ISOQAR
• ISO/IEC 27001 accreditation date: Friday 10 May 2024
• What the ISO/IEC 27001 doesn’t cover: It's Comprehensive
• ISO 28000:2022 certification: No
• ISO 9001 certification: Yes
• ISO 9001 certification accredited by: Alcumus ISOQar
• ISO 9001 accreditation date: Friday 10 May 2024
• What the ISO 9001 doesn’t cover: It's comprehensive
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: No
• Cyber Essentials Alternative: In relation to the services you do not have a current and valid Cyber Essentials certificate which has been awarded by one of the government approved Cyber Essentials accreditation bodies but you are working towards gaining it, and will be in a position to confirm that you have been awarded a current and valid Cyber Essentials certificate by one of the government approved accreditation bodies within 12 months of the date of award.
• Cyber essentials plus: No
• Cyber Essentials Alternative: In relation to the services you do not have a current and valid Cyber Essentials Plus certificate which has been awarded by one of the government approved Cyber Essentials accreditation bodies but you are working towards gaining it, and will be in a position to confirm that you have been awarded a current and valid Cyber Essentials Plus certificate by one of the government approved accreditation bodies within 12 months of the date of award.
• Other security certifications: No

Social value

• Mission: Kick start economic growth:

  To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

  Policy Outcome 2: Skills for growth: Supporting growth sectors and addressing skills gaps.

  • Understanding of employment and relevant skills issues, and of the education and training issues relating to the contract. Illustrative examples: demographics, skills shortages, new opportunities in high growth sectors, geographic/local community and skills/employment challenges
  • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications
  • Activities to support relevant sector related skills growth and sustainability in the contract workforce. Illustrative examples: careers talks, curriculum support, literacy support, safety talks and volunteering
  • Delivery of apprenticeships, supported internships and T Level industry placement opportunities (Level 2, 3 and 4+) in relation to the contract

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

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 info@imicro.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.