TALKTALK BUSINESS DIRECT LIMITED

DIA (Dedicated Internet Access)

DIA is TalkTalk Business’ dedicated internet first, secure and resilient connectivity solution for public sector organisations. This provides a dedicated ethernet / leased line, high availability, low latency managed connection offering high speeds (up to 10GB), symmetrical bandwidth to the internet and other public / private cloud-based services.

Features

• Ultra fast bandwidth up to 10Gbps
• 99.99% availability for demanding public services
• Designed specifically for public sector connectivity needs
• Consistently low latency for real time applications
• Minimal packet loss for reliable, stable performance
• Fully managed router options for simplified operations
• Symmetrical speeds with flexible bandwidth scaling
• Nationwide full fibre reach using the UK’s largest footprint
• Seamless access to alt nets for broader coverage
• Built in DDoS protection for secure network traffic

Benefits

• Enables digital services for public sector teams
• Keeps essential local government, NHS and policing systems continuously online
• Built for education, healthcare, housing and emergency service requirements
• Supports telehealth, CCTV, emergency dispatch and classroom collaboration
• Ensures dependable data for systems and clinical applications
• Reduces IT burden for public sector organisations and teams
• Supports growing digital workloads across schools, hospitals and authorities
• Connects dispersed council sites, campuses, clinics and community services
• Extends fibre to rural schools, healthcare, housing and local services
• Shields public sector systems from cyber threats and service disruption

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

980698523576632

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: Yes

Service scope

• Software add-on or extension: No
• Cloud deployment model: Public cloud
• Service constraints: For all planned notices and maintenance, the customer will be notified 10 business days in advance to allow for suitable arrangements. Emergency maintenance is rarely required and is typically not customer-affecting, as it is usually confined to one part of a resilient system. In the event emergency maintenance is likely to be customer-affecting, our planning and risk assessment processes will include provision to minimise the impact in terms of scope and duration. Where possible, advance notice will be given.
• System requirements: N/A

User support

• Email or online ticketing support: Yes
• Support response times: Support is available 24/7/365. All questions and queries will be acknowledged immediately upon receipt by our support teams, and we will endeavour to respond as quickly as possible during the working day. ; ; The following SLAs, aligned per product for all fault reporting, outline our response times. ; ; Ethernet Access Direct – Issue resolution: ; Priority 1 incidents within four hours; Priority 2 incidents within eight hours; Priority 3 incidents within 24 hours; ; Ethernet over SOGEA and Ethernet over FTTP – Issue resolution:; Priority 1 incidents within seven hours; Priority 2 incidents within 24 hours; Priority 3 incidents within 72 hours
• User can manage status and priority of support tickets: No
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: No
• Onsite support: Yes
• Support levels: The TTB Service desk operates primarily from Manchester which is our main service location that houses the 24x7x365 Service Management and Network Operations centre. ; ; There are three service levels described in the Service Schedule which will define the target fix restoration times depending on the access technology employed at each site.; ; EAD (Ethernet Access Direct): Dedicated Leased Lines fall under the Premium category of support, which means the following SLAs are applicable: Priority 1, we aim to resolve these within 4 hours, Priority 2 within 8 hours and Priority 3 within 24 hours. ; ; EOSOGEA (Ethernet Over SOGEA): Express category, which means the following SLAs are applicable: Priority 1, we aim to resolve these within 7 hours, Priority 2 within 24 hours, and Priority 3 within 72 hours. ; ; EOFTTP (Ethernet over Fibre to the Premise): Within the contract, EoFTTC Express category: Priority 1, we aim to resolve these within 7 hours, Priority 2 within 24 hours, and Priority 3 within 72 hours. ; ; All support level costs for the products detailed above, are included as standard within the Service Contract. ; ; All customers will be allocated an Account Manager who will have a team of dedicated technical specialists to support on customer requirements.
• Support available to third parties: No

Onboarding and offboarding

• Getting started: All customers procuring their TTB services through public sector frameworks will be allocated an Account Manager to assist with all onboarding, in life and offboarding activities.; ; TTB has a defined onboarding model for all new customers, from SMEs through to major customers, following the below process:; ; • The customer order is received by the salesperson, along with a copy of the terms and conditions (signed using DocuSign) ; ; • All customer orders are verified and credit checked and, once approved, put into the provisioning work in progress (WIP) queue ; ; • All orders are built within our billing system Aria by the Delivery team ; ; TalkTalk Business’s (TTB) Provisioning Team places and manages Dedicated Internet Access (DIA) orders. We will communicate updates on order progress to the customer via email as we receive them from Openreach – usually within 24 hours of receipt. Openreach works towards KCI (Keeping Customers Informed) updates in line with the defined customer journey:; ; • All updates and communication on installation dates will be provided to the customer via email by the Delivery Team ; ; • Should a router be requested as part of the solution, TTB will provide engineering resource for onsite installation.
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: At the end of a customer’s contract, TTB has a cease process in place. All cease requests must be received by email from the customer with a completed Cease Request Form; if required, this will then create a case within Salesforce. Cease requests will be supported by the TTB Account Manager.; ; The Customer Service Team will query the address on the Cease Form to confirm that it matches the address held on our records. Should the customer require access to data upon exit, a full inventory in the form of an ASR report will be provided to the customer, which will contain an up-to-date asset list, including site addresses, post codes, bandwidth, router types, software versions and monthly costs via the customer’s Account Manager.
• End-of-contract process: At the end of a customer’s contract, TTB has a cease process supported by the TTB Account Manager. After your minimum term, you can end the contract or any connection forming part of a contract by giving 40 days’ notice. Any equipment remains the property of TTB and, upon termination, should be returned to us. All cease requests must be received by email from the customer with a completed Cease Request Form, this will then create a case within Salesforce. ; ; The Customer Service Team will query the address on the Cease Form to confirm that it matches the address held on our records. Once confirmed the cease process will begin. ; ; The exit plan, developed by the Account Manager with the Customer to ensure a smooth handover, will be provided by email and followed up with a phone call to answer any queries or highlight any missing information. ; ; The plan will cover:; Options for asset acquisition by Customer; Transfer of service/supply contracts; Licence terms for IPR; Data transfer; TUPE; Transition and handover planning; Exit plan review and update; ; Provided the minimum contract term has expired and payment is up-to-date, no further charges or additional costs will be payable by the customer.
• 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: Each DIA service provides dedicated connectivity to each customer site, so all of the bandwidth is dedicated to each customer connection and is uncontended in terms of both the access circuit and core network, guaranteeing users aren’t affected by the demand of other users.

Analytics

• Service usage metrics: Yes
• Metrics types: Bandwidth utilisation metrics are available for each DIA service which detail how much bandwidth is being consumed over various timescales e.g. hour, day, month etc. This is useful for ‘right-sizing’ and provides customers with an insight into how much bandwidth they require at each location.
• Reporting types:
  • Regular reports
  • Reports on request
• Resource tagging: Yes
• FOCUS resource tagging: Yes

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
  • European Economic Area (EEA)
• 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: ‘IT Health Check’ performed by a CREST-approved service provider
• Protecting data at rest:
  • Physical access control, complying with another standard
  • 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:
  • Data Erasure
  • Physical Destruction / Hardware containing data is completely destroyed

Data importing and exporting

• Data export approach: Should the customer require access to data upon exit, a full inventory in the form of an ASR report will be provided to the customer, which will contain an up-to-date asset list, via CSV or Excel, including site addresses, post codes, bandwidth, router types, software versions and monthly costs via the customer’s Account Manager.
• Data export formats:
  • CSV
  • Other
• Other data export formats: Excel
• Data import formats:
  • CSV
  • Other
• Other data import formats: Excel

Data-in-transit protection

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

Availability and resilience

• Guaranteed availability: TTB measures performance across the Network and any services provided by any Third-Party Operator are outside the scope of this.; ; Internet Access Platform Matrix Target Service Level Agreements ; ; • Network availability 99.99% ; • Network roundtrip latency < 30ms ; • Network packet loss < 0.1; ; Regarding refunds where an SLA is not met, agreed customer service credits will be applied and paid in line with customer contracts.
• Approach to resilience: We have an 800GB super core fibre network to handle the demand around London with two 400GB fibre rings around the major populated areas of the country and several 100GB rings around less populated regions, all of which has a high capacity backhaul to the core network. ; ; The core network is highly resilient - multiple nodes and high levels of redundancy with 99.99% availability. We offer Network and Openreach (R02) resiliency options to prevent single points of failure.; ; The datacentres combine tier 3 high-availability with very low additional energy use in the cooling and power system, resulting in an annualised power unit efficiency (PUE) of less than 1.3 within an IL3 security environment.; ; The systems employed ensure that our datacentres are highly scalable, ensuring an unusually low PUE at low IT loads as well as when the facility is at its maximum capacity. This results in a carbon footprint that is nearly half the industry norm.; ; Based in a multi-layered security complex with multiple levels of redundancy at both a power and network level, this facility ensures service continuity for customers hosting their equipment.
• Outage reporting: TTB has an Integrated Operation Centre (IOC) that will send the Incident Communication as per the Major Incident Communications Content & Distribution Lists document via email alerts.; ; TTB will prioritise the incident according to the criteria and record the appropriate value for each of the following categories: ; · Service ; · Incident Type ; · Work Type ; · Reported Source ; · Product Categorisation Tier; ; Our Internal and/or External Communications teams will send an email to all recipients in the Major Incident Communications Content & Distribution Lists document, describing: ; · Impact ; · Symptoms ; · Manual workaround (if available) ; · Instructions or additional information for customers and/or agents (if available); · Provide a progress update; ; Email alerts will be provided in the event of a major service outage (MSO).

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 every 6 months
• 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: No audit information available
• How long system logs are stored for: Between 6 months and 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: TTB has a Master Security Policy in place and operates an Information Security Management System via its Security Operations Centre (SOC) for the reporting of all potential security breaches. The system is based on industry good practice (NIST CSF, PCI DSS) and is externally certified to ISO 27001. This covers a range of policies and procedures to ensure the confidentiality, integrity and availability of information, e.g., Master Security Policy, the Privacy Policy and the GDPR Policy.; ; We have in place a named DPO – Adam Rogers with the responsibility for GDPR/ISO27001 policies and processes. ; ; The reporting of any security incidents is done directly to the Security team security@talktalkplc.com via the phishing report message button in the email toolbar. All incidents logged will go into the Security Team to process and escalate into the Head of Security.; ; All colleagues attend mandatory annual security training, and GDPR training to ensure they meet audit standards around data handling requirements and encourage them to share the responsibility for protecting data at all times. All colleagues have set timescales for training completion and this is reported against to ensure compliance.
• 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 actions to mitigate risk.; ; Users can report Priority level 1/level 2 incidents by telephone, with a response given within 1 hour. Incidents can be reported by email/web portal. ; ; Incident reports are provided on 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: No
• 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: 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.