LoopUp Ltd

Microsoft Teams Calling - Direct Routing

LoopUp leverages cloud-to-cloud Direct Routing for Microsoft Teams to connect users to our premium voice network. Users can make and receive calls on any Teams-enabled device, promoting secure, agile working for all employees to a common standard. A Microsoft Gold Partner, our service is fully managed and includes 24/7 support.

Features

• Direct routing for Microsoft Teams/PSTN Connectivity
• DDIs (inbound/outbound) including new and/or Porting of existing numbers
• Online Administration tool for easy management and access to support/reporting
• Freephone numbers
• Support of analog devices (eg fax services)
• Emergency calling compliance
• 3rd Party Integrations
• Configure voicemail and call flows (hunt groups, attendant consoles, etc)
• Contact Centre Services and policy-based recording
• Disaster routing so calls continue in event of MS outage

Benefits

• Consolidate telephony to the cloud to support flexible, hybrid working
• Rationalise vendors to free up IT resource, lower operational costs
• Admin Portal with RBAC to manage users, numbers, support, reporting
• Microsoft Gold Certified Partner since 2010
• Managed deployment with highly credentialed, dedicated Microsoft Voice experts
• Reliable, scalable, secure infrastructure - industry leading Service Levels 99.995%
• and awarded several advanced specialisations including for Microsoft Teams Calling
• ISO 27001 accredited across all global operations
• 24/7 Support from Industry-leading customer satisfaction validated by Gartner
• Proactive and highly accredited Account Management Team

£4 a user a month

• 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 rfp@loopup.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 13

Service ID

112922709973821

Contact

Andrew Birch
020 3107 0206
rfp@loopup.com

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: Microsoft Office 365
• Cloud deployment model:
  • Public cloud
  • Private cloud
  • Hybrid cloud
• Service constraints: Occasional planned maintenance outside of working hours. LoopUp will always work to ensure that there is no client downtime, and any maintenance will be communicated well in advance, and will also be available on our live status page.
• System requirements:
  • Microsoft licences
  • Microsoft Phone System
  • Microsoft enabled device
  • Microsoft enabled browser

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Critical 1 hour; Important 4 hours; Normal 6 hours; Low 12 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, at extra cost
• Support levels: LoopUp's managed service includes access to our support team at no additional charge. Each LoopUp customer will also be assigned a dedicated Account Manager and a dedicated Service Delivery manager. ; ; A High-level breakdown of our support model is below:; ; 24 x 365 multi-lingual, global Customer Support ; ; 4 Dynamic Tiers; -T1 – Support (adds, changes, diagnostics, fault handling); -T2 – Support (advanced troubleshooting, complex configuration and policy management); -T3 – Voice Engineers (design, implementation and escalation); -T4 – Network Operations (infrastructure, back end support and escalation)
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: LoopUp’s implementation approach is pragmatic yet controlled. Our team is highly accredited and uses Agile and Prince2 methodologies in our approach. Upon contract award, LoopUp will assign a dedicated project team to understand your requirements and put together a plan for migration. This migration typically goes through the following phases:; ; Design and Planning - our MS Voice experts will configure a solution tailored to the needs of your business. We will make sure your network is optimised for Teams Calling, take care of any 3rd party software integrations, and help plan end-user device requirements.; ; Number Management - manage the successful porting of existing numbers. ; ; Implementation - We’ll configure your Microsoft 365 tenant, set up auto attendants and call queues, connect users to LoopUp’s global voice network, and provide train the trainer sessions.; ; Our team is well-versed in the cultural impact a change in communications platforms can have within an organisation, and we will run an Adoption and Change Management workshop with the aim of ensuring an impeccable transition.
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: All data relating to usage, users and billing history can be provided to customers when leaving us.
• End-of-contract process: While we hope that at the end of the contract term, we will be able to continue the relationship, LoopUp will use the same methodologies as in our implementation to ensure a smooth exit transition. We are happy to coordinate with any third parties and stakeholders involved to achieve a successful transition. ; ; LoopUp will help develop an exit plan that ensures a smooth transition that will be dedicated to continuing the same service excellence through the end of the contract, retention of Project Delivery Team resources, and Protection and Maintenance of security and related risks. ; ; The exit plan will include but is not limited to:; ; -Process for how data will be obtained/provided; -A detailed plan that includes resource allocation; -Exit management governance policies

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: LoopUp's Direct Routing solution for Microsoft Teams will work seemlessly on any Teams enabled device, including Mobile.
• Service interface: Yes
• User support accessibility: WCAG 2.1 A
• Description of service interface: LoopUp's solution is native to Teams, so users will be able to make calls through their Microsoft Teams client on any Teams enabled device.
• Accessibility standards: WCAG 2.1 A
• Accessibility testing: https://cloudblogs.microsoft.com/industry-blog/government/2018/09/11/accessibility-conformance-reports/
• API: Yes
• What users can and can't do using the API: LoopUp is happy to discuss bespoke integration requirements.
• API documentation: Yes
• API documentation formats: Other
• API sandbox or test environment: No
• Customisation available: Yes
• Description of customisation: As part of a managed deployment, LoopUp's team of experts work with our customers to configure their network and tenant to meet the specific needs of their users. We also can help with applications such as omni-channel Contact Centre, policy based recording, reporting and analytics.

Scaling

• Independence of resources: Dedicated resources specific to the customer

Analytics

• Service usage metrics: Yes
• Metrics types: Full range of usage and adoption reporting. Metrics to be agreed with individual customer.
• Reporting types: Regular reports

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Up to 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 3.0)
• Penetration testing frequency: At least once a year
• Penetration testing approach: ‘IT Health Check’ performed by a Tigerscheme qualified provider or a CREST-approved service provider
• Protecting data at rest:
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Encryption of all physical media
• Data sanitisation process: Yes
• Data sanitisation type: Explicit overwriting of storage before reallocation
• Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v.30, CAS (Sanitisation) or ISO/IEC 27001

Data importing and exporting

• Data export approach: Via service desk
• Data export formats: CSV
• Data import formats:
  • CSV
  • Other
• Other data import formats: NA

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: 99.995% service availability
• Approach to resilience: Our Cloud Telephony & Core Audio infrastructure is designed with High Availability (HA) pairs in each datacentre or Azure region. Failover between the devices in an HA pair is stateful (zero downtime). In addition we have a paired location architecture in each region, in the event of a major datacentre or Azure region failure calls will route through its alternate location, this is not stateful (i.e. existing calls will drop but new calls can be established immediately via the alternate location). ; ; In addition, we have a Teams DR service that enables customers to configure alternate numbers to be used in the event of a Teams outage, this is not stateful (i.e. existing calls will drop but new calls can be established immediately to the alternate number). ; ; Our platform is highly resilient, highly available, and scalable with no single points of failure across the platform, each Microsoft certified SBC hosted in Azure is meshed with other SBCs in the solution to provide this.; ; Each Microsoft Certified SBC is then linked in with our robust carrier interconnects in physical datacentres that are connected to the cloud via Express Route Premium to ensure the best quality, reliability, and fast connections in our solution.
• Outage reporting: In addition to Email alerts, wallboards and SCOM monitoring systems, LoopUp have a real-time service status page that shows ongoing and historic incidents as well as planned maintenance activity: https://status.loopup.com/ status

Identity and authentication

• User authentication needed: Yes
• User authentication: Username or password
• Access restrictions in management interfaces and support channels: Restricted to key employees only. User name and password required
• 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: Users contact the support team to get audit information
• How long user audit data is stored for: Between 1 month and 6 months
• Access to supplier activity audit information: Users contact the support team to get audit information
• How long supplier audit data is stored for: Between 1 month and 6 months
• How long system logs are stored for: At least 12 months

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: BSI
• ISO/IEC 27001 accreditation date: 22/03/2016
• What the ISO/IEC 27001 doesn’t cover: Secure delivery areas (not applicable)
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: No
• Other security certifications: Yes
• Any other security certifications: Cyber Essentials

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: LoopUp has developed an Information Security Management System that has been approved by executive leadership. This program is available to all Employees in a centralised document management tool, and employees are trained on all of its associated policies as part of LoopUp's onboarding process, and refresher assessments are performed at least annuallly. The Executive Team has assigned an Information Security Management Team (ISMT) and Information SecurityOfficer (ISO) to oversee and manage the implementation, auditing, management, support and improvement of the ISMS including associated Policies and documents. All projects which involve Personal Data or Confidential Information or otherwise represent a risk to Information Security will involve the input of either a member of the ISMT or Executive Team who are sufficiently knowledgeable in analysing Information Security risks and who will ensure that responsibilities for Information Security are assigned to specific roles accordingly. The Information Security Risks in each project will be reviewed at appropriate intervals and when significant changes occur. Monthly risk register and non-conformity reviews are carried out. Results are communicated to the ISMT regularly and discussed in full at the quarterly ISMT meeting. All reporting and governance is in line with ISO 27001 standards.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: All changes in configurations are requested by internal online portal and tracked. Includes testing and roll back planning. Each change before implementation is reviewed against a set of criteria including security by the Change Advisory Board.
• Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Vulnerability management approach: We use a wide range of industry leading 3rd party systems as well as in-house developed tools to ensure we can rapidly detect, diagnose & resolve issues with availability, performance & voice quality.; ; These systems are used by our 24/7 global Customer Success, Technical Support & Operations teams. We also have 24/7 ‘premium’ support contracts with all our main suppliers.; ; Systems and applications are patched regularly.
• Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Protective monitoring approach: LoopUp’s Operational and support teams use a a proactive process and Governance framework as well as a wide range of industry leading 3rd party systems as well as in-house developed tools to ensure we can rapidly detect, diagnose & resolve issues with availability, performance & voice quality. Our Service Level commitments are detailed below:; ; P1 - 4 hr target restoration time; P2 - 8 hr target restoration time; P3 - 3 business days; P4 - Reasonable endeavours - targeting 7 business days
• Incident management type: Conforms to a recognised standard, for example, CSA CCM v3.0 or ISO/IEC 27035:2011 or SSAE-16 / ISAE 3402
• Incident management approach: As part of LoopUp's ISMS, an Incident management process has been developed and is closely governed in line with ISO 27001 standards. Predefined process for events like the ones detailed below are included and all staff have been trained on how to detect, alert, and rapidly resolve. ; ; This process includes but is not limited to the following type of incidents: ; ; Physical security incidents; Third party IT security policy violations, attacks or intrusions, e.g. a denial of service attack; Internal IT security policy violations, attacks or intrusions; Attempted policy violations, attacks or intrusions

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 v3.0)

Public sector networks

• Connection to public sector networks: No

Social Value

• Fighting climate change:

  Fighting climate change

  We recognise we can make positive contributions to the environmental agenda through our products. Our solutions are designed to inspire our customers to meet remotely as much as possible rather than feeling the need to travel. In light of changing working practices stemming from the COVID-19 pandemic, we are working with our customers to help them use our technology to reduce their own environmental footprints, while continuously improving the product experience to move the needle further. Respect for the environment is integral to our CSR commitments. In our partnership with Green Earth Appeal, a global not-for-profit social enterprise supported by the United Nations, we plant a fruit tree for every new, fully set-up LoopUp user. Since the program’s launch, we have now planted over 55,000 new trees. The fruit trees, which are planted in some of the world’s poorest locations across South America, Africa and Asia, serve both to reverse the impact of greenhouse gas emissions and also provide food and revenue for the local communities
• Covid-19 recovery:

  Covid-19 recovery

  Our solutions help businesses stay connected remotely, and help limit travel. We have supported many of our customers through the covid 19 pandemic in helping them to adjust to a new working life that often includes hybrid working. Our solutions allow users to meet speak and present in an effective way no matter where they're working from, promoting a secure and agile workforce
• Tackling economic inequality:

  Tackling economic inequality

  Our Corporate Social Responsibility (CSR) program is an intrinsic part of our business. At LoopUp, we are committed to reducing the impact of our activities on the environment, promoting equality and social mobility, and supporting entrepreneurial activities. We contribute through a combination of charitable giving, volunteering and mentorship, and we collaborate with charities, not-for-profit organisations and community groups. GBx At LoopUp, we believe that entrepreneurship is key to innovation and job creation. We support GBx, a community of British tech entrepreneurs, investors and senior technology executives in the San Francisco Bay Area. GBx offers help, support and advice to other entrepreneurs looking to establish themselves in the area, and also helps to inform British Government policy thinking on some of the key emerging issues in the tech space. The organisation was founded by eight entrepreneurs including our co-CEO, Michael Hughes. Silicon Valley Internship Program We want to give back to the entrepreneurial community and help spread innovation, diversity, and entrepreneurship around the world. The Silicon Valley Internship Program (SVIP) was founded by LoopUp’s co-CEO Michael Hughes in 2013. The program aims to expose some of the most talented young people around the world to the tools, experiences and network they need to flourish. The program is open to all top-ranking Software Engineering and Computer Science graduates globally. Successful applicants are offered a one-year internship at a high growth tech company in Silicon Valley. In 2020, we hired five engineers through the SVIP.
• Equal opportunity:

  Equal opportunity

  We provide financial support to not-for-profit organisations that align with our CSR goals through our Giving Week initiative. The programme was launched in 2020, after a group of LoopUp employees suggested the idea to our management team. Each quarter, our Giving Week coordinators select four charities or non-profit groups that advance social causes such as anti-racism, equality, education and the environment. During Giving Week, our employees are educated on these charities and are asked to vote on a relative allocation of donations. In 2020, we donated to charities including Black Girls Code, Equal Justice Initiative, Sutton Trust, NGO Open Arms and Sarah’s Circle.
• Wellbeing:

  Wellbeing

  LoopUp has several internal groups dedicated to continuous improvement, and one of the key initiatives is to help promote the wellbeing of our employees. We have implemented working practices that include additional time off, as well as access to wellness services for individuals looking to focus on their physical and mental well-being.

Pricing

• Price: £4 a user a month
• Discount for educational organisations: Yes
• Free trial available: Yes
• Description of free trial: LoopUp can provide a Customer Immersion Experience (CIE) environment to be used for a period of 30 days. This is a demo environment with pre-created accounts and includes example content.

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 rfp@loopup.com. Tell them what format you need. It will help if you say what assistive technology you use.