TALKTALK BUSINESS DIRECT LIMITED

Single Line Voice Services

Single Line Voice Service is a PSTN replacement for customers who requires simple telephony service over VOIP or landline. The service comes bundled with standard voice and call features such as call barring, voicemail and has pay as you go (PAYG) or bundled call options.

Features

• Simple telephony for a single line, small or home office
• Supports WLR switch off from BT
• Retain your old number and handset
• Ability to add geographic numbers for new sites
• Nuisance call mitigations
• Directory and Ex Directory options
• Security overlays to prevent misuse
• Comprehensive list of call features
• Caller identification support to recognise callers
• Extensive outbound call barring options

Benefits

• Minimise business impact by keeping your old number
• Resilient Voice Network ensuring maximum uptime
• Keep staff safe with Caller ID and Voicemail features
• Reduce wastage by reusing existing phone handsets
• Fraud overlays to de-risk public expenditure
• Budget management toolsets to keep costs under control
• Consistent feature set at all sites reducing burden on training
• 24/7 managed support ensuring uninterrupted public-service delivery

• Education pricing available
• Free trial 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 andrew.stokes@talktalk.business. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

366983513401126

Contact

Andrew Stokes
07976911843
andrew.stokes@talktalk.business

About your service

• Service categories:

  Systems Infrastructure Software

  System and service management

  • IT operations management
  • IT service management
• Multi cloud support: No

Service scope

• Software add-on or extension: Yes, but can also be used as a standalone service
• What software services is the service an extension to: If taking a Voice over IP service, a TalkTalk Business data line must be used (Either FTTP [Full Fibre] or SOGEA [Part Fibre])
• Cloud deployment model:
  • Private cloud
  • Hybrid cloud
• Service constraints: Voice over IP services must use a TTB supplied Router and data product. The re-use of an existing Telephone number will depend on TTB having porting arrangements with the original number range holder; Arrangements exist with PXC(TalkTalk), BT, Sky, Virgin Media, Vodafone, Gamma, and Magrathea.
• System requirements:
  • Service uses traditional PSTN handsets – not IP handsets
  • If additional handsets are required DECT is recommended for VOIP
  • Internal telephony wiring is not compatible for VOIP
  • Customer must validate any non-standard telephony devices for compatibility
  • Customer must use TTBD provided CPE/Routers if using VOIP
  • Customer must provide the handset
  • Customer must provide quality addresses for Emergency Database Management
  • Allow up to 7 working days to port existing numbers

User support

• Email or online ticketing support: Yes
• Support response times: Target answer time to respond to a call is 30 Seconds. Emails will receive an auto-responder response confirming receipt.; ; The Support Agent has 15 minutes to classify the Priority level of the fault from receipt.; ; Once priority is set the request is to be forwarded to the correct responder group as follows (P1 – 15 Minutes, P2 – 30 Minutes, P3 – 2 Hours).; ; Response times are the same at weekends.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: None or don’t know
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: No
• Onsite support: No
• Support levels: The support level is dictated by the Care Level. The customer will select the required care level on a site-by-site basis at the point of order. The higher care levels (which are chargeable) will reduce the target time to fix for P1 outages (total failure) as shown below.; ; • Care level 2 (default) – target 48 hours to fix; • Care level 3 (Upgrade) – target 24 hours to fix (Uplift £4.05 month*); *Prices correct as of January 2026; ; See Service description for full breakdown of priorities and target fix times.; ; A Service Manager may be provided to customers taking multiple services, this provides an additional contact/escalation point beyond the standard helpdesk function. The allocation of a Service manager is dependent upon the Customer spend and complexity of the services taken.
• Support available to third parties: No

Onboarding and offboarding

• Getting started: Customer site data will be used to identify appropriate solutions (e.g. TDM or Voice over IP telephony), TTB will manage the delivery of any access products and hardware. User guides will be provided to instruct the Customer how to plug in their phone and to use any of the available call features.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: Due to the nature of this service, there is no data to extract when contract ends.
• End-of-contract process: The customer’s phone line (and where applicable data line) will be disconnected. If applicable, the customer will be asked to return their broadband router and will receive a bill for any remaining contract rental and any calls not yet billed. The customer may lose their number if they have not made provisions to retain it.
• Documentation accessibility standard: None or don’t know
• How the documentation is accessible: We can provide bills, contracts and letters in formats such as large print, Braille, coloured paper and audio CD on request, to ensure accessibility.

Using the service

• Web browser interface: No
• Application to install: No
• Designed for use on mobile devices: No
• Service interface: No
• User support accessibility: None or don’t know
• API: No
• Customisation available: No

Scaling

• Independence of resources: For larger rollouts, a plan will be agreed with the customer to ensure that provisioning resources are allocated appropriately. The voice platform is scaled for millions of digital voice customers, there will be no scaling issues with making calls.

Analytics

• Service usage metrics: Yes
• Metrics types: Target call answering time is 30 seconds. ; ; The Call Abandon Rate should not exceed 5%. Any sharing of performance data will reflect the helpdesk service for all customers, not individual customer performance.
• Reporting types: Regular reports
• Resource tagging: No
• FOCUS resource tagging: No

Resellers

• Supplier type: Reseller providing extra features and support
• Organisation whose services are being resold: PlatformX Communications Limited (PXC)

Staff security

• Staff security clearance: Conforms to BS7858:2019
• 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: Managed by a third party
• Penetration testing frequency: At least once a year
• Penetration testing approach: In-house
• Protecting data at rest: Encryption of all physical media
• 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: The only data that can be exported is:; • Caller ID (if supported) ; • Call start/end time ; • Call duration ; • Dialed digits (DTMF) – only if captured by customer prem equipment ; • Line status (off hook/on hook) ; • Basic fault/line state information (e.g., dead line, voltage irregularities)
• Data export formats: CSV
• Data import formats: CSV

Data-in-transit protection

• Data protection between buyer and supplier networks: Other
• Other protection between networks: For VOIP, Unique SIP credentials are installed on the router allocated to site to ensure that secure access is maintained to the Core Voice switches. Network authentication is used to ensure that these credentials can only be used from the allocated site. The platform supports SIPS (TLS) with SRTP or SIP with RTP.
• Data protection within supplier network: Other
• Other protection within supplier network: When using VOIP it is recommended that encryption is used. The Single Line Voice platform supports SIPS (TLS) with SRTP or SIP with RTP. Each router using voice has a dedicated username and password with network authentication to ensure the service can only be used by the designated site.

Availability and resilience

• Guaranteed availability: If the Fix time for a P1 incident is not met the customer may receive Service Credits up to 50% of the monthly Charges for the impacted site/service. If a P1 extends 24 hours beyond target fix time Service Credits may be applicable up to 100% of the monthly charges for the impacted site/service. No more that 100% can be claimed within a month; ; The Care Level associated with the product dictates the SLA targets – Care Level 2 is the default Care Level assigned with product and is included in the cost.; ; Target fix times are as follows:; • For P1 (outage) Care level 2 – 48 hours, Care level 3 – 24 hours,; • P2, (Intermittence) Care level 2 – 48 Hours, Care level 3 24 Hours; • P3 (degradation), Care level 2 – 72 Hours, Care Level 3 48 Hours.; ; The higher the Care level purchased, the lower the target time to fix. Time to fix does not include parked time waiting for the customer to respond or requested engineering delays.
• Approach to resilience: The Voice Network is built on Ribbon & Metaswitch technology. It is a mature solution that has been in service for over 20 years. The core network was upgraded to VoIP several years ago and supports both MPF and Single Line Voice products.; ; The network consists of multiple high-availability (HA) pairs of Session Border Controllers (SBCs) and Soft Switches, distributed across the UK for resilience. The Ribbon SBCs provide secure access for end user connections while the soft switch provides the call routing and the Metaswitch platform provides class 5 voice features.; • MPF lines connect via MSANs at local exchanges, which link into the SBCs in the core network.; • Single Line Voice devices (routers or ATAs) connect directly to the SBCs using DNS, enabling automatic failover to alternative SBCs if one becomes unavailable.
• Outage reporting: Customers will be updated via an email alert to a Main Customer Contact indicating which services are impacted. The Main Customer Contact must forward the information to their individual sites. The Main Customer Contact will be determined during onboarding.

Identity and authentication

• User authentication needed: No
• Access restrictions in management interfaces and support channels: The Internal Network and Security Team has access and is responsible for user access management. The level of access is based on the principle of 'least privilege' and only those members of staff who need access will be granted it. We have a formal Joiners, Movers, Leavers (JML) process with role-based access governing the majority of applications and systems. Access is removed within 24hrs of an employee leaving the business. Recertification of user access is completed bi-annually.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • Dedicated link (for example VPN)
  • Username or password

Audit information for users

• Access to user activity audit information: No audit information available
• Access to supplier activity audit information: Users contact the support team to get audit information
• How long supplier audit data is stored for: At least 12 months
• How long system logs are stored for: At least 12 months

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: The Internal Security Framework is aligned to ISO27001. The Internal Security Framework is audited continuously by the internal Compliance team, ISO270001 is audited annually by an external auditor. The internal Data Protection Framework is aligned to GDPR. All staff receive mandatory security and data protection training via an auditable Learn & Management platform There is a named Data Protection Officer, Certification Manager and Head of IT. A Fraud Protection time provide protection to the customer and TalkTalk Business to mitigate mis-use of services.
• 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: Configuration Changes are assessed, logged and components tracked through our Service Management tool, which is managed by the Network Engineering team from the point at which we raise the initial change request until that change is closed off.; ; Quality comes as standard throughout the change process, with everyone involved having the requisite training. Managers of teams carrying out changes will be accountable for the quality of the work undertaken. There is zero tolerance for unauthorised changes.; ; Security impact will be assessed through a risk assessment and structured model to ensure all risks are captured and clearly identified.
• Vulnerability management type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Vulnerability management approach: The Network Security Team conducts security scanning of all our infrastructure on a bi-weekly basis. We also conduct weekly threat and vulnerability scanning of all our network assets via InsightVM. Critical/high risk vulnerabilities patches will be applied within 14 days. All other updates are applied as soon as possible using a monthly patching cycle. Security updates will be assessed and prioritised based on threat level, likelihood of compromise, consequences of compromise, environmental characteristics and regulatory or accreditation-based requirements. We receive information about potential threats from InsightVM from weekly scanning and we use Altiris for Patch Management.
• Protective monitoring type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Protective monitoring approach: TTB operates a security incident management program for the alerting of potential compromises and deploys endpoint protection technology. Potential compromises will be logged by the security team, registered on the action tracker and updated with mitigation actions.; Users can report Priority level 1/level 2 incidents by telephone, and a response will be given within 1 hour. Incidents can be reported by email/web portal. ; Incident reports are provided upon request. For network incidents, these reports are distributed to impacted customers via email. Reason for Outage reports for priority 1 faults are provided by email within 10 working days from root cause.
• 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: We have a pre-defined process for common events and fault-related reporting through our 24/7 Technical Support Centre (TSC).; ; Users can report Priority level 1 and level 2 incidents by telephone (08454566541/08453103444) and by email/web portal. ; ; Incidents, when resolved, will be notified to the customer as part of the logged ticket fault. Reports will be provided upon request for network incidents, and these reports distributed to impacted customers via email.
• Post-quantum cryptography secure: No

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: No

Pricing

• Discount for educational organisations: Yes
• Free trial available: Yes
• Description of free trial: A trial connection can be provided. The duration would be time limited, and the customer would be liable for any calls made.

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

• Less than £250,000: 0%
• Between £250,000 and £500,000: 1%
• Between £500,001 and £1,000,000: 2%
• Between £1,000,001 and £2,500,000: 3%
• Between £2,500,001 and £5,000,000: 4%
• Over £5,000,001: 5%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: ISOQAR
• ISO/IEC 27001 accreditation date: Tuesday 27 January 2026
• What the ISO/IEC 27001 doesn’t cover: N/A
• ISO 28000:2022 certification: No
• ISO 9001 certification: Yes
• Who accredited the ISO 9001 certification: Alcumus ISOQAR
• ISO 9001 accreditation date: Monday 26 May 2025
• What the ISO 9001 doesn’t cover: Exclusions:; 8.3 Design and Development of products and services; 7.1.5.2 Measurement traceability; Location: Gateshead
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: Yes
• Who accredited the PCI DSS certification: Viking Cloud
• PCI DSS accreditation date: Monday 3 November 2025
• What the PCI DSS doesn’t cover: None - The Non PCI is not covered by our certification, all PCI is covered under this certification.
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: 41015739-ac20-4a9f-a558-edbab61126e0
• Cyber essentials plus: No
• Cyber Essentials Alternative: None of the criteria
• 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

    • New or retained jobs on the contract workforce in the relevant area that meet the criteria set out in MAC 1b, 1c and 1d
    • 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
    • Monitoring of employee engagement rates (by protected characteristic) and, where necessary, the development of actions to ensure all voices are heard across the diversity of the workforce
    • Payment of more than the National Minimum Wage or National Living Wage (as appropriate) to the contract workforce
    • Entitlement to sick pay for the contract workforce, with provision in place for any staff who do not meet the earnings threshold for statutory sick pay, payment of sick pay from day one of absence and payment of staff on the contract workforce who are off sick a replacement income of 100% of their usual earnings for as long as possible
    • Understanding of the modern slavery risks and issues affecting the market, industry, sector or country (of origin or of source) relevant to the contract, and the workforce in the supplier’s own organisation and those of its key subcontractors
    • Outline policies and practices to be applied to or put in place for the contract to mitigate and manage modern slavery risks, including: Pre-employment checks, recruitment practices. Workplace conditions, safeguarding plans and processes in place and regular monitoring with relevant groups considered, which may include sampling

  • 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.

    • 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

    • Structuring of the supply chain selection process to ensure fairness (e.g. anti-corruption) and encourages participation by a diverse range of businesses, including with regard to new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutual

  • 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

  • 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
    • Inclusive and accessible development practices, including guidance for line managers on recruiting, managing and developing people with a disability or health condition

  • 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
    • Understanding of issues relating to entering 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 andrew.stokes@talktalk.business. Tell them what format you need. It will help if you say what assistive technology you use.