CINOS LIMITED

Cinos Cloud UC for Blue Light and Emergency Services

Experience unparalleled resilience and reliability with Cinos Cloud Communications (UC) for Blue Light and Emergency Services, purpose-built for critical national infrastructure. A fully managed cloud service built on Cisco Calling and Contact Centre ensuring continuous, secure, always-on communications and supporting the carrying of 999 and 101 calls.

Features

• A highly scalable, enterprise grade Unified Communications service
• Flexible Cloud Architecture
• UK sovereign service, with geographic resilience built-in
• Flexible connectivity options
• Omnichannel contact centre
• Microsoft Teams integration
• Highly -secure resilient UK data centres
• Cinos redundant SIP PSTN service with secure SBCs
• Designed and operated to meet the NCSC14 Cloud-Security-Principles
• Adheres to the NIST definition of Cloud Computing[

Benefits

• A reliable service with 99.999% availability
• Secure service supports GSC-OFFICIAL and OFFICIAL-SENSITIVE workloads
• Leverage existing investment in technology through integration
• Reduce calling costs with Cinos SIP minute bundles
• Improved Public Engagement: With the addition of omnichannel services
• Ensure critical calls, including 999 and 101 calls always connect
• An end-to-end solution Supports
• Agile working and work from anywhere
• A Unique, Predictable Licensing and Commercial Model
• Aligns with cloud-first and Internet-first strategies

• 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 bids@cinos.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

342070181928200

Contact

Jody Faulkner
07869370406
bids@cinos.co.uk

About your service

• Service categories:

  Applications

  Customer relationship management

  • Customer service
  • Contact centre
• Multi cloud support: Yes

Service scope

• Software add-on or extension: No
• Cloud deployment model:
  • Private cloud
  • Hybrid cloud
• Service constraints: The service is built on industry open standards and therefore supports endpoints and integrations that similarly comply with industry standards (e.g. SIP).
• System requirements:
  • Customer network appropriately QoS enabled for optimum performance
  • Up to date firmware on endpoints for optimum performance

User support

• Email or online ticketing support: Yes, at extra cost
• Support response times: Our response times are based upon priority of the incident:; ; P1 - 15 mins; P2 - 30 mins; P3 & P4 - 4 hours; P5 - N/A
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.2 AA
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: No
• Onsite support: Yes, at extra cost
• Support levels: We offer varied Service Level Agreements based on deployment model: ; • The Service Level Agreement (SLA) For Blue light and Emergency is 99.999%; In addition, for non-critical deployments we offer:; • The Service Level Agreement (SLA) for Standard Private or Community Cloud is 99.9% ; • The Service Level Agreement (SLA) for Cloud HA Private or Community Cloud is 99.99% ; • The Service Level Agreement (SLA) for Hybrid Cloud is 99.99%. ; There is no cost implication for the differing support levels; the support level is derived from the deployment model chosen. We provide a named Technical Account Manager for all of our customers, providing a point of escalation, a named contact for service queries and technical update / roadmap workshop sessions
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: In order to fully understand your business objectives and produce an appropriate design to fully meet requirements, we offer a number of workshops to gain a comprehensive understanding of your organisation. This information, combined with detailed benefits analysis enables Cinos to provide the perfect solution to meet your business need. While we have industrialised and standardised our approach as far as possible, we appreciate that each of our customers and their requirements are unique. Our typical on-boarding process follows a closely aligned PRINCE2 methodology which incorporates the following key stages: • Initiate and Assess • Plan and Design • Procure • Implement • Prepare • Handover and Transition • Benefits Realisation
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: In the event you wish to leave our service, we will meet all necessary obligations in order to enable a smooth transition of service, including the release of any software licenses to you. Service cessation should be initiated by request in writing, where we will be happy to work with you define a service cessation plan.
• End-of-contract process: In the event you wish to leave our service, we will meet all necessary obligations in order to enable a smooth transition of service, including the release of any software licenses to you. Service cessation should be initiated by request in writing, where we will be happy to work with you define a service cessation plan.
• Documentation accessibility standard: None or don’t know
• How the documentation is accessible: Our onboarding and offboarding documentation is stored in a centralised digital platform accessible via our company intranet. It is available 24/7 to all Buyers provided with secure login credentials. The documents are provided in PDF and HTML formats, optimised for mobile and desktop use, and are fully searchable. Additionally, we maintain version control to ensure Buyers always have the latest information.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
• Application to install: Yes
• Compatible operating systems:
  • Android
  • IOS
  • Windows
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: None
• Service interface: No
• User support accessibility: WCAG 2.2 AA
• API: Yes
• What users can and can't do using the API: The AXL API provides a mechanism for programmers to make several types of changes to the Cisco Unified CM Database using XML and the SOAP interface.
• API documentation: Yes
• API documentation formats:
  • HTML
  • PDF
• API sandbox or test environment: No
• Customisation available: Yes
• Description of customisation: The service is fully customisable from a number of; viewpoints.; Firstly, from the core communications deployed, customers can simply consume the calling platform, or choose to add voice messaging, Microsoft Teams integration, compliance recording, attendant/operator consoles. The service architecture is customisable in that customers can choose full cloud, hybrid cloud, or even managed premise cloud. In addition, customers can choose the level of resilience they need, with the option to add on-premise redundancy should connectivity to the cloud fail. Reporting and analytics is fully customisable to allow you to view the statistics and data you find most useful.; The contact centre can be customised insofar as the channels deployed, the custom workflows and customer journeys, and add on services such as recording, analytics and AI, and Work force Management.; API integration also allows you to natively embed communications in your normal business systems and processes.; The Cinos service too can be customised to provide the SLAs and service 'wrap' you need to meet your business requirements.

Scaling

• Independence of resources: In order to guarantee that users are not affected by the demands from other users, Cinos uses resource reservations and shares such as internet bandwidth shaping. In addition, the capacity planning team ensure that usage in terms of all resources are constantly monitored and increased accordingly relating to user demand. Services provided by Cinos are multi-instance, rather than multi-tenant, meaning that each customer gets their own dedicated instance of the service.

Analytics

• Service usage metrics: Yes
• Metrics types: These metrics include average/max CPU usage, average memory usage, average disk write/read speed and disk provisioned/utilised for VMs in all regions
• Reporting types:
  • Real-time dashboards
  • Regular reports
  • Reports on request
• Resource tagging: No
• FOCUS resource tagging: No

Resellers

• Supplier type: Reseller providing extra features and support
• Organisation whose services are being resold: Cisco, Netcall

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: 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: Complies with a recognised standard (for example CSA CCM version 4.0)
• Penetration testing frequency: At least once a year
• Penetration testing approach: NCSC approved service provider
• Protecting data at rest:
  • Physical access control, complying with CSA CCM v4.0
  • Physical access control, complying with SSAE-18 / ISAE 3402
  • Physical access control, complying with another standard
  • Encryption of all physical media
  • Scale, obfuscating techniques, or data storage sharding
  • Other
• Other data at rest protection approach: Customers are encouraged to protect their own data using encryption technologies where only they have the decryption key. In this way, our customers are assured that their data can never be accessed by a third party.
• Data sanitisation process: Yes
• Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v4.0, CAS (Sanitisation) or ISO/IEC 27001
• Data sanitisation type:
  • Deleted data can’t be directly accessed / Cryptographic Erasure
  • Explicit overwriting of storage before reallocation / Secure Erase

Data importing and exporting

• Data export approach: Authorised users may export end user and configuration data from the service administrative interface. Exported data is typically downloaded as .CSV
• Data export formats: CSV
• Data import formats: CSV

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • Private network or public sector network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway

Availability and resilience

• Guaranteed availability: We offer varied Service Level Agreements based on your deployment model:; ; • The Service Level Agreement (SLA) for Standard Private or Community Cloud is 99.9%; • The Service Level Agreement (SLA) for Cloud HA Private or Community Cloud is 99.99%; • The Service Level Agreement (SLA) for Hybrid Cloud is 99.99%
• Approach to resilience: Available on request.
• Outage reporting: All outages will be reported via email. Outages are identified as planned maintenance, Emergency maintenance, and platform issues. In addition, the designated Technical Account Manager will proactively contact customers as appropriate.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Limited access network (for example PSN)
  • Dedicated link (for example VPN)
  • Username or password
• Access restrictions in management interfaces and support channels: For online systems (e.g. Customer Portal & API interfaces), all users are required to have a unique username, password and memorable word combination. Customers may also use 2FA authentication tokens.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Limited access network (for example PSN)
  • Dedicated link (for example VPN)
  • Username or password

Audit information for users

• Access to user activity audit information: Users have access to real-time audit information
• How long user audit data is stored for: Between 1 month and 6 months
• Access to supplier activity audit information: Users have access to real-time audit information
• How long supplier audit data is stored for: Between 1 month and 6 months
• How long system logs are stored for: Between 1 month and 6 months

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards:
  • ISO/IEC 27001
  • Other
• Other security governance standards: Cyber Essentials Plus, Cyber Essentials Plus, NHS Data Security and Protection Toolkit
• Information security policies and processes: The Company is governed by an integrated suite of information security policies. Under the top-level Information Security Policy itself are second-level documents with specific focus on Acceptable Use, Antivirus Protection, Asset Management, Business Continuity Management, Data Protection, Password Management, Personnel Management, Supply Chain Management and many others.
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Configuration and change management approach: Cinos has documented configuration and change management policies and processes, which have been implemented, maintained and assessed in accordance with the guidance from ITIL v.3 and the current ISO20000 standard
• Vulnerability management type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Vulnerability management approach: Cinos has a documented vulnerability management policy and process, which have been implemented, maintained and assessed in accordance with the guidance from ITIL v.3 and the current ISO20000 and ISO27001 standards. Where technically possible, real-time updates and status reports are identified and sourced from credible vendor sources, which cover a significant proportion of our asset population. For other systems and software, assigned personnel have responsibility for regularly reviewing technical forums and specialist groups to promptly identify and evaluate any emerging patches or updates which require our attention.
• Protective monitoring type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Protective monitoring approach: Our service is based upon Cinos own Cloud infrastructure, following best practice from the National Cyber Security Centre, Cinos protects both its our platform with enhanced protective monitoring services (SIEM), at the hypervisor level and below. Cinos Cloud adheres to all 14 NCSC Cloud Security Principles and supports GSC OFFICIAL and OFFICIAL-SENSITIVE workloads. All customer tenants are kept logical separate and secured, and all infrastructure is monitored 24x7 by the Cinos Service Desk. All alerts are immediately notified to the NOC for prompt investigation.
• Incident management type: Complies with a recognised standard, for example, CSA CCM v4.0 or ISO/IEC 27035:2011 or SSAE-18 / ISAE 3402
• Incident management approach: Cinos has a documented incident management policy and process, which have been implemented, maintained and assessed in accordance with the guidance from ITIL v.3 and the current ISO20000 and ISO27001 standards. This activity is responsible for the progression of alerts generated by automated monitoring systems, issues identified by personnel, and incidents identified and reported. All incidents are promptly reported into a central ticketing system, which ensures that each is promptly assigned to an appropriate resource, and its progress tracked (and escalated, as required) to resolution.
• Post-quantum cryptography secure: No

Secure development

• Approach to secure software development best practice: Supplier-defined process

Public sector networks

• Connection to public sector networks: No

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%
• Between £250,000 and £500,000: 0%
• Between £500,001 and £1,000,000: 0%
• Between £1,000,001 and £2,500,000: 0%
• Between £2,500,001 and £5,000,000: 0%
• Over £5,000,001: 0%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Bmtrada
• ISO/IEC 27001 accreditation date: Monday 3 March 2025
• What the ISO/IEC 27001 doesn’t cover: Clause 14.2.8 - Secure Systems ; Justification for Exclusions: Cinos does not develop secure systems.
• ISO 28000:2022 certification: No
• ISO 9001 certification: Yes
• Who accredited the ISO 9001 certification: Bmtrada
• ISO 9001 accreditation date: Monday 27 March 2023
• What the ISO 9001 doesn’t cover: The integrated management system complies with all applicable requirements contained in ISO 9001, and there are no requirements not covered.
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: No
• Cyber Essentials Alternative: None of the criteria
• Cyber essentials plus: Yes
• Please provide your Cyber Essentials Plus Certificate Number: Beb3bb33-9615-41da-a9ae-ffa5c5a03d50
• Other security certifications: No

Social value

• Section B - Commitment for Future: Delivery:

  • 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 1: Fair work: That offers fair wages and good working conditions. Help people get a job, stay in work, and progress in their careers, with good employment opportunities across the country. Notes: Where there is a large proportion of labour costs in the contract, commercial teams should consider MAC in Outcome 1 as a priority

    • Providing opportunities for, and measuring and monitoring of, staff workforce conditions over time, including employee engagement, involvement in decision-making and satisfaction and adapting to any changes in the results, with clear processes for acting on issues identified
    • Payment of more than the National Minimum Wage or National Living Wage (as appropriate) to the contract workforce
    • Monitoring and reporting of gender and ethnicity pay gaps and plans to address them where necessary
    • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications
    • Measures to identify, mitigate and manage modern slavery risks relating to the contract and how these will be implemented
    • Means of influencing staff, suppliers, customers, communities and/or any other appropriate stakeholders with respect to modern slavery risks relating to the contract

  • 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

  • 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 3: Resilient, innovative and flexible supply chains: Support economic growth through enabling resilient businesses, opportunities for small businesses and voluntary, community and social enterprises

    • Measures to involve local stakeholders and/or users in design (e.g. in the design of services, systems, products or buildings)

  • Mission: Make Britain a clean energy superpower: To cut bills, create jobs and deliver security with cheaper, zero-carbon electricity by 2030, accelerating to net zero

    Policy Outcome 4: Sustainable procurement practices: Reducing carbon footprints, minimising waste, and promoting the use of clean energy and green technologies.

    • Understanding of opportunities for additional environmental benefits delivery in the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
    • Understanding of how to influence staff, suppliers, customers, communities and/or any other appropriate stakeholders through the delivery of the contract to support climate and nature protection and improvement

  • Mission: Break down barriers to opportunity: By reforming our childcare and education systems, to make sure there is no class ceiling on the ambitions of young people in Britain

    Policy Outcome 6: Employment and training: For those who face barriers to employment

    • Inclusive and accessible recruitment practices, and retention-focused activities, including those provided in the Guide for line managers on recruiting, managing and developing people with a disability or health condition
    • Working conditions which promote an inclusive working environment and promote retention and progression
    • Other measures to provide equality of opportunity for disabled people and those with health conditions into employment, including becoming a Disability Confident employer and inclusion of supported businesses in the contract supply chain
    • Understanding of the issues affecting inequality in employment, skills and pay in the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors. Measures to tackle inequality in employment, skills and pay in the contract workforce

  • Mission: Break down barriers to opportunity: By reforming our childcare and education systems, to make sure there is no class ceiling on the ambitions of young people in Britain

    Policy Outcome 7: Creating a pipeline of opportunities: For the contract workforce, reducing barriers to entry for under-represented groups.

    • Other measures to offer development opportunities for the target cohort(s) in the contract workforce

  • Mission: Build an NHS fit for the future: That is there when people need it; with fewer lives lost to the biggest killers; in a fairer Britain, where everyone lives well for longer.

    Policy Outcome 8: Increasing productivity through physical and mental wellbeing: In the supply chain and communities in the relevant area.

    • Understanding of issues relating to health and wellbeing, including physical and mental health, in the contract workforce

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