Creative Networks

Gamma Horizon

Gamma Horizon is a cloud-based business communication service offering features like voice calls, conferencing, and messaging. It boosts productivity and connectivity by providing accessible tools for collaboration across devices, aiming to streamline and enhance communication within organisations.

Features

• Voice calls: Reliable business communication with high-quality audio.
• Conferencing: Virtual meetings for seamless collaboration with multiple participants.
• Messaging: Instant text communication for quick and efficient exchanges.
• Voicemail: Manage messages received when unavailable or offline.
• Mobile access: Stay connected from anywhere with internet-enabled devices.
• Call forwarding: Redirect calls to ensure important messages reach recipients.
• Call recording: Capture conversations for reference and compliance.
• Auto-attendant: Automated system for efficient call direction.
• Integration: Seamlessly connect with existing systems for enhanced functionality.
• Analytics: Gain insights into communication patterns and performance.

Benefits

• Enhanced productivity: Efficient tools streamline workflow, boosting productivity.
• Improved accessibility: Connect anywhere, enhancing flexibility and responsiveness.
• Cost savings: Cut expenses, eliminating hardware costs and communication charges.
• Scalability: Easily adjust capacity to meet evolving business needs.
• Increased reliability: Dependable service ensures uninterrupted communication.
• Simplified management: Centralised platform for easier administration and maintenance.
• Enhanced security: Protect data with advanced encryption and authentication.
• Better customer service: Quick responses and efficient call handling.
• Business continuity: Ensure operational communication during disruptions with cloud-based system.
• Competitive advantage: Modern tools drive innovation, boosting success and competitiveness.

£15.00 a unit a month

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  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 aj@creative-n.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

116189990681179

Contact

Azeem Javed
03303337337
aj@creative-n.com

Service scope

• Service constraints: Buyers considering Gamma Horizon should note potential constraints such as reliance on stable internet connectivity, compatibility with existing systems, scheduled maintenance leading to downtime, and adherence to service level agreements for support and uptime. Additionally, ensuring data security and compliance with regulations is crucial. Thorough review of terms of service, documentation, and contractual agreements is recommended to understand these constraints and make informed decisions.
• System requirements:
  • Internet access: Reliable connection for Gamma Horizon usage.
  • Compatible devices: Works on Windows, macOS, iOS, Android.
  • Supported browsers: Chrome, Firefox, Edge, Safari for web access.
  • Mobile apps: Available on iOS and Android platforms.
  • Software updates: Ensure devices are up-to-date for optimal performance.

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Support response times - 08:30 - 18:00 Weekdays, excluding Bank Holidays. Out of hours support available where necessary. 30 minutes to 8 hour response dependent on priority call, P1 - 30 mins, P2 - 1 hour, P3 - 4 hours, and P4 - 8 hours.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.1 A
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: Web chat
• Web chat support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support accessibility standard: WCAG 2.1 A
• Web chat accessibility testing: We have not conducted any testing of web chat accessibility with users employing assistive technology.
• Onsite support: Onsite support
• Support levels: End-user training can be provided at an ad hoc cost. We provide a UK based Service Desk for support. Out of hours support is available. Our helpdesk is made up of 1st, 2nd and 3rd Line technical expertise. A Technical Account Manager will be assigned as standard as a part of our standard and premium IT Support, see our pricing schedule and SFIA Rate Card for details.
• Support available to third parties: No

Onboarding and offboarding

• Getting started: We can assists users in getting started through comprehensive user documentation, online training sessions, and customer support. User documentation covers setup and features, while online training and webinars provide interactive guidance. Customer support is available for personalised assistance, and self-help resources offer additional support. Optional onsite training may be available for tailored, hands-on guidance. Overall, we offer a variety of resources to help users efficiently onboard and start using the service.
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: Exported upon request. Contact the Support Helpdesk or Technical Account Manager.
• End-of-contract process: At the end of the contract services will continue on a rolling 30 day agreement until either party serves notice. If it is decided the client will exit, Creative Networks will assist in transitioning and migration of services ensuring continuity and a smooth handover. We will, where applicable deliver an Exit Plan which sets out the proposed methodology for achieving an orderly transition of Services on the expiry or termination of the contract. The Exit Plan will contain at minimum: Separate mechanisms for dealing with Ordinary Exit and Emergency Exit. The management structure to be employed during both transfer and cessation of the services and a detailed description of both the transfer and cessation processes, including a timetable. Document how the Services will transfer including details of the processes, documentation, data transfer, systems migration, security and the segregation of technology components. Specify the scope of the Termination Services that may be required and any charges that would be payable for the provision of such Termination Services and detail how such services would be provided. Provide a timetable and identify critical issues and set out the management structure to be put in place and employed during the Termination Assistance Period.

Using the service

• Web browser interface: Yes
• Using the web interface: Through the Gamma Horizon web interface, users have the ability to set up and manage their communication services efficiently. Initially, users can create accounts and configure preferences such as call routing and voicemail settings. Once the service is set up, users can easily make changes to their settings and preferences directly through the web interface. This includes tasks such as updating user profiles, adjusting call forwarding rules, managing voicemail preferences, and editing contact lists.; ; However, it's important to note that while the web interface offers extensive functionality, there may be limitations on certain actions or settings. For instance, some administrative tasks or advanced configurations may require elevated permissions, restricting access for individual users. Additionally, certain settings may only be accessible to designated account administrators, limiting the customisation options available to regular users. Despite these limitations, the Gamma Horizon web interface remains a user-friendly platform for managing communication services, providing users with the tools they need to effectively tailor their experience to their specific needs.
• Web interface accessibility standard: WCAG 2.1 A
• Web interface accessibility testing: Creative Networks have not conducted any web interface testing with assistive technology users.
• API: Yes
• What users can and can't do using the API: Through the Gamma Horizon API, users can automate account setup, configure settings, and manage communication preferences. This includes creating users, updating profiles, configuring call routing, and managing contacts. While the API provides extensive capabilities, there may be limitations on certain actions or settings that require manual adjustments through the web interface. Users should be aware of any restrictions, such as elevated permissions for administrative tasks. Overall, the API offers flexibility for setup and management, streamlining processes for integrating Gamma Horizon into existing workflows.
• API automation tools:
  • Ansible
  • Chef
  • OpenStack
  • SaltStack
  • Terraform
  • Puppet
• API documentation: Yes
• API documentation formats: PDF
• Command line interface: No

Scaling

• Scaling available: Yes
• Scaling type: Automatic
• Independence of resources: Gamma Horizon ensures users are unaffected by demand fluctuations through scalable infrastructure, load balancing, resource allocation, redundancy, and failover mechanisms. With continuous performance monitoring, the service identifies and addresses issues proactively to maintain optimal performance and reliability. This approach ensures consistent user experience, even during periods of high demand.
• Usage notifications: Yes
• Usage reporting: Email

Analytics

• Infrastructure or application metrics: Yes
• Metrics types:
  • CPU
  • Disk
  • HTTP request and response status
  • Memory
  • Network
  • Number of active instances
• Reporting types: Reports on request

Resellers

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

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: Up to Baseline Personnel Security Standard (BPSS)

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations: United Kingdom
• User control over data storage and processing locations: Yes
• Datacentre security standards: Managed by a third party
• Penetration testing frequency: Less than once a year
• Penetration testing approach: Another external penetration testing organisation
• Protecting data at rest: Physical access control, complying with another standard
• Data sanitisation process: Yes
• Data sanitisation type:
  • Explicit overwriting of storage before reallocation
  • Deleted data can’t be directly accessed
• Equipment disposal approach: A third-party destruction service

Backup and recovery

• Backup and recovery: No

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: Gamma Horizon typically offers a high level of availability for its service, often backed by service level agreements (SLAs) that outline guaranteed levels of availability.
• Approach to resilience: Gamma Horizon's design prioritises resilience, employing redundant systems, failover mechanisms, and load balancing to ensure high availability and reliability. Redundancy is built into critical components, such as servers and databases, to mitigate the impact of hardware failures. Failover mechanisms automatically switch to backup systems during outages, minimising downtime. Load balancing evenly distributes traffic across multiple servers, optimising resource usage and preventing overloads. Comprehensive disaster recovery plans include data backup, replication, and recovery procedures, enabling quick restoration in the event of a catastrophe. Continuous monitoring tools proactively identify and resolve issues, maintaining optimal performance and security. Additionally, Gamma Horizon's scalable infrastructure dynamically adjusts resources based on demand, accommodating fluctuations in user activity without sacrificing performance. Through these measures, Gamma Horizon provides users with a resilient communication platform that prioritises reliability and ensures uninterrupted service availability.
• Outage reporting: Email alerts

Identity and authentication

• User authentication: Username or password
• Access restrictions in management interfaces and support channels: Supplier Defined Controls.
• Access restriction testing frequency: Less than once a year
• Management access authentication: Username or password
• Devices users manage the service through: Directly from any device which may also be used for normal business (for example web browsing or viewing external email)

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: Less than 1 month
• Access to supplier activity audit information: Users contact the support team to get audit information
• How long supplier audit data is stored for: Less than 1 month
• How long system logs are stored for: Less than 1 month

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: UKAS
• ISO/IEC 27001 accreditation date: 24/10/2022
• What the ISO/IEC 27001 doesn’t cover: Areas not covered by ISO/IEC 27001 certification include specific business processes unrelated to information security, certain third-party services or suppliers, or compliance with other industry-specific regulations.
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: No

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: Organisations adhering to ISO 27001 establish robust information security practices. They develop policies aligned with ISO 27001 requirements, covering areas like access control, data protection, and incident response. Through risk assessments, they identify and prioritise security risks, implementing controls to mitigate them. Employees receive training on security policies and procedures to enhance awareness and compliance. Monitoring and review processes ensure the effectiveness of security controls, with regular audits and assessments conducted. A designated individual or team oversees the implementation and maintenance of the Information Security Management System (ISMS), reporting to senior management or the board. To ensure policy adherence, organisations employ various mechanisms such as audits, reviews, and ongoing monitoring. Non-compliance issues prompt corrective actions and improvements to the ISMS. By following these practices, organisations demonstrate their commitment to information security and continuously strive to enhance their security posture in line with ISO 27001 standards.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Creative Network's have in place a Change Management Process that follows the ISO 20000 Standard. A change is proposed with the Change Manager and then added to the Changes-overview. The change is scheduled to be executed and a roll back plan is created (if necessary). Rollback is actioned immediately upon confirmation as per following the rollback matrix, resources are freed and announcements are published. Periodically, the overview of archived changes is checked.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Creative Network's have a Vulnerability Management process that implements the following: Receives information about zero day threats from the National Cyber Security Center; Subscribe to newsletters from vendors and used products, in contact with special interest groups; Technical vulnerabilities are handled either using the Incident management process or the Change management process; Patches are tested following the Installation of software on operational systems.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: All devices have a monitoring agent on them which can identify potential issues and report back to our service desk. If an issue is identified we have an internal 4 hour SLA to ensure remedial actions are carried asap, the seriousness of an incident will be assessed on discovery so that any priority issues can be responded to quickly. We have multiple alert systems in place and monitor them constantly. We exclusively use Linux for phone system hosting. We automatically patch daily as and when required.
• Incident management type: Supplier-defined controls
• Incident management approach: Fully developed Business Continuity and Disaster Recovery management process developed in line with ISO 22301. Creative Network's have a pre-defined Incident Management Process in place where by an incident is reported with the Incident Manager and then added to the Incidents-overview. After which, relevant log files (from all systems affected) and evidence is gathered. The incident is corrected by implementing a patch, temporary fix or workaround. It is determine whether future occurrences of the incident can be prevented, e.g. by modifying/strengthening one or more controls. Periodically, the overview of archived incidents is checked for apparent trends and effectivity of corrections.

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)

Separation between users

• Virtualisation technology used to keep applications and users sharing the same infrastructure apart: Yes
• Who implements virtualisation: Third-party
• Third-party virtualisation provider: Hyper- V
• How shared infrastructure is kept separate: Different organisations sharing Gamma Horizon's infrastructure are kept apart through virtualization, access controls, network segmentation, and data encryption. Virtualization creates isolated environments for each organisation, ensuring resource separation. Access controls restrict user access to organisation-specific resources, while network segmentation isolates traffic between organisations. Data encryption protects sensitive information, maintaining confidentiality. Compliance with industry standards and regulations ensures that each organisation's data is handled securely and in accordance with legal requirements, minimising the risk of unauthorised access or data breaches. Overall, these measures maintain separation and security between organisations on Gamma Horizon's shared infrastructure.

Energy efficiency

• Energy-efficient datacentres: Yes
• Description of energy efficient datacentres: Our Data Centre follows the ISO 14001 standard. We have in place a robust environmental management system • Procuring consumed energy from sustainable energy sources wherever possible

Social Value

• Social Value:

  Social Value

  Wellbeing

  Wellbeing

  Gamma Horizon's provision aligns with the Wellbeing theme by promoting flexibility, collaboration, inclusivity, and stress reduction in the workplace, ultimately supporting the overall wellbeing of employees.

Pricing

• Price: £15.00 a unit a month
• Discount for educational organisations: No
• Free trial available: No

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  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 aj@creative-n.com. Tell them what format you need. It will help if you say what assistive technology you use.