Britannic Technologies

Britannic private cloud for Mitel

Many organisations have made large investments into Mitel platforms and technology.
By migrating to Britannic cloud, organisations can protect that investment whilst also benefitting from the strength of Britannic's Private Cloud offer.

Features

• Business communications for Android, IOS, PC and Mac
• Range of Desk phones, softphones, DECT, Wi-Fi devices
• Voice, video, chat, document sharing across all devices
• Single number reach, rings desk phone/mobile phone, simultaneously
• Work anywhere with same powerful business features in the office.
• Omnichannel Contact Centre - using Text, Voice, Video, Chat, Web
• Connect Business Applications directly to your communications platform
• Respond faster to clients for messages, anywhere/anytime
• Resilient, robust, private cloud
• 99.999% uptime

Benefits

• High Availability - Dual Data Centre options
• GDPR - Full GDPR compliance
• Software upgrades at a customer defined time /date
• Complete Service Platform solution monitoring for voice/video/applications
• Staff can work on the road, at home, anywhere
• Voice Encryption - HTTPS TLS 1.2 end to end
• Analytics - Monitor Network and call Quality
• Privacy and Security
• Geographic certainty

£59.19 to £714.15 a unit a month

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

Framework

G-Cloud 14

Service ID

124293707066169

Contact

James Campbell
01483242550
jcambpbell@btlnet.co.uk

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: MiVoice Business can incorporate a variety of applications including collaboration tools such as MiCollab (unified messaging, presence, mobility, conferencing), contact centre solutions, Attendant console, Interaction Recording, AI, Quality Monitoring and Speech Analytics, Microsoft Teams integration and integration with 3rd party systems.
• Cloud deployment model: Private cloud
• Service constraints: NA
• System requirements: Access to Internet, MPLS or SD-WAN

User support

• Email or online ticketing support: Yes, at extra cost
• Support response times: Britannic current service experience is: 9 second average time to answer the phone, 10 minute average time to answer emails, 35% first line resolution of service tickets; Britannic have four support medal levels providing flexibility in contract levels and response times; we also categorise tickets by three prioritisation levels – Critical, Major, Minor.; Critical – Platinum 30 mins, Gold 30 mins, Silver 1hr, Bronze 1hr – target resolution time 1hr; Major - Platinum 2hrs, Gold 4hrs, Silver 4hrs, Bronze 4hrs – target resolution time 2hrs ; Minor - Platinum 4hrs, Gold 8hrs, Silver 8hrs, Bronze 8hrs – target resolution time 48hrs
• 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: Web chat
• Web chat support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support accessibility standard: None or don’t know
• How the web chat support is accessible: Via Britannic's website
• Web chat accessibility testing: NA
• Onsite support: Onsite support
• Support levels: The Britannic Service Desk is committed to delivering the best service for our clients. Our process ensures that any critical customer issue is promptly escalated, day or night, regardless of contract level. This minimises delays during major incidents. Technical expertise and accountability are fundamental to our service ethos. Each new product added to our portfolio undergoes rigorous technical onboarding to cultivate in-house subject matter experts, enhancing the value we deliver to customers. In cases requiring vendor escalation, typically for software bugs or feature requests, we demonstrate our commitment and capability by managing the majority of service tickets and requests in-house. We take pride in our flexibility, adhering to necessary processes outlined in our ISO/IEC 20000 accreditation while striving to exceed customer expectations. By default, new customers are provided with our Bronze support package at no additional cost, however we can discuss increasing this if required. Pricing is based upon a percentage of the list price of the equipment in the solution. We also report on a tighter, internal measurement of SLO (Service Level Objective). This is a service goal which Britannic set above the contractual SLA measure. We are fully transparent with our customers regarding our performance against this measure.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: During the kick-off stage of your project, training needs will be discussed, and a tailored plan will be created that is closely aligned to existing skill-levels, appetite and timelines. We offer a variety of tailored training packages to suit the scope of any given project. We cater to all levels of user; end-users, system administrators, super-users, supervisors, managers and can offer train-the-trainer sessions when appropriate. Recognising the pivotal role training plays in the adoption of new processes, we provide flexible delivery options, including on-site, classroom, and web-based sessions. Our extensive training portfolio encompasses a range of high-quality courses covering all aspects of the proposed solution. Our team of trainers includes Britannic Subject Matter Experts, engineers and external professional trainers with the most appropriate resource being agreed between all parties ahead of time. Post-training, we gather feedback from trainers and attendees and provide relevant information to enhance the user experience further. We provide access to additional resources, such as user guides and videos, plus a variety of materials which can be accessed when needed. To ensure continuous skill development, we recommend follow-up, refresher, and ongoing skills-based training.
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: At the end of the contract the customer can continue to use the service (contract extension) or terminate use accordingly. There are no financial penalties or costs to terminate contract at end of agreed term or extend beyond initial term, commencing a new term, which triggers monthly service charge and transactions charges accordingly.
• End-of-contract process: At the end of the contract the customer can continue to use the service (contract extension) or terminate use accordingly. There are no financial penalties or costs to terminate contract at end of agreed term or extend beyond initial term, commencing a new term, which triggers monthly service charge and transactions charges accordingly.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
• Application to install: Yes
• Compatible operating systems:
  • Android
  • IOS
  • MacOS
  • Windows
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: Applications such as MiCollab have defined mobile clients, other services can be accessed by browsing through the mobile web browser.
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: MiVoice Business Applications are available on the desktop, via browser and mobile if applicable. User access levels are based on their defined permissions.
• Accessibility standards: WCAG 2.1 AAA
• Accessibility testing: Mitel designs its products to make sure what it offers is accessible to everyone, regardless of their physical limitations. Mitel’s solutions offer features that provide or work with assistive technology to provide, telephone communications, e-mail, voice mail, fax, and PC desktop applications to disabled users. All solution components, from its telephones to applications, including MiCollab, adhere to the strictest worldwide accessibility standards.
• API: Yes
• What users can and can't do using the API: The Mitel Open Integration Gateway (OIG) is a platform for delivery of multiple proprietary Mitel APIs from a common, open standards-based web services platform. It enables application developers to efficiently construct, test and deploy feature-rich integrated voice and data applications for the MiVoice Business communications platform. ; For MiContact Center Business Subscription, Open media enables organisations to tailor their end customer engagements through a REST API toolkit. These integrations can be customised either through Mitel Professional Services or directly with the appropriate developer program subscription and training. Open media allows any non-traditional, third party media, such as video or IoT alarms, to leverage the contact center visual workflow routing interface to route third party media using an API (target URI) and deliver content to agents.
• API documentation: Yes
• API documentation formats: Other
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Full support for custom application development with the Mitel OIG platform is provided through active Mitel Solution Alliance (MSA) membership. MSA Developer Support will assist customers with OIG installation, configuration, usage and development issues. Customers are eligible for standard Mitel product warranty provisions. Developers must maintain MSA membership at the Corporate Developer Advanced membership level, as well as complete the online I&M and Developer training courses and corresponding certification.

Scaling

• Independence of resources: Britannic's private cloud delivers logically separated individual instances of technology to ensure true separation between customers.

Analytics

• Service usage metrics: Yes
• Metrics types: MiVoice Business Subscription user licenses include Mitel Premium Software Assurance with MPA, covering 24/7 support, access to software upgrades, and access to Mitel Performance Analytics for a single point of access to system and user configuration, fault and performance monitoring of those systems as well as monitoring of onsite equipment as needed.; MPA monitors the status and performance of Mitel systems on a 24/7 basis: Voice Quality (VQ), System performance, Application performance and Network performance
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports

Resellers

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

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Up to Security Clearance (SC)

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: Complies with a recognised standard (for example CSA CCM version 3.0)
• Penetration testing frequency: At least once a year
• Penetration testing approach: Another external penetration testing organisation
• Protecting data at rest: Encryption of all physical media
• Data sanitisation process: Yes
• Data sanitisation type: Deleted data can’t be directly accessed
• Equipment disposal approach: A third-party destruction service

Data importing and exporting

• Data export approach: CSV
• Data export formats: CSV
• Data import formats: CSV

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: High 99.999% SLA performance and efficiency for core voice; High 99.999% SLA performance and efficiency for Contact Centre
• Approach to resilience: Available upon request
• Outage reporting: Britannic have a well defined process for managing and updating incidents. ; Customers are invited to log incidents via phone, email or online portal; Britannic will respond within SLA/SLO. During a critical or major incident, Britannic will invoke our major incident management process which delivers regular email updates to key stakeholders and is only closed once a full RFO is delivered.

Identity and authentication

• User authentication needed: Yes
• User authentication: Public key authentication (including by TLS client certificate)
• Access restrictions in management interfaces and support channels: To ensure privacy and maintain system integrity, access to MiVoice Business is restricted by a login password to those users that can be identified and authenticated. Users logging into the MiVoice Business System Administration Tool for the first time after installation are required to change the default password.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • 2-factor authentication
  • Username or password

Audit information for users

• Access to user activity audit information: Users have access to real-time audit information
• How long user audit data is stored for: User-defined
• Access to supplier activity audit information: Users have access to real-time audit information
• How long supplier audit data is stored for: User-defined
• How long system logs are stored for: User-defined

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: BSI
• ISO/IEC 27001 accreditation date: 08/04/2020
• What the ISO/IEC 27001 doesn’t cover: Third party suppliers who do not directly impact the Britannic Information Security
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: Yes
• Any other security certifications: ISO 22301 Business Continuity

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: Britannic Information Security is supported by ISMS framework of approved, communicated and published policies and procedures that includes all legal, physical and technical controls. Britannic Information Security Policy as well as all other ISMS policies and procedures apply to all Britannic employees, while 3rd party management is governed by Britannic 3rd Party Information Security Compliance Policy and annual suppliers reviews. Our management processes have been aligned to ISO/IEC 27001 and include (but are not limited to): Network Management, IT, Operations Security, Projects, Access Control, Suppliers Management, Asset Management, Human Resources Security. Due to evolving nature of information security, all Britannic management processes are frequently reviewed to ensure Britannic remains in compliance with relevant legal and regulatory requirements of ISO/IEC 27001 and guidelines of ISO/IEC 27002. All ISMS Policies and Procedures have been approved by Britannic CEO and Information Security Management Forum, made up of members of the Senior Management Team. Britannic Information Security Management Forum carries an annual review of Information Security Policies and Procedures which can be also reviewed at other times as dictated by operational needs.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Any change requests are recorded through the service desk, logged and tracked - time bound. We then review change requests through our change management process. These are reviewed for a range of aspects, including potential security impact. All changes are recorded.
• Vulnerability management type: Undisclosed
• Vulnerability management approach: We have implemented vulnerability management process fully compliant with ISO 27001:2013. ; ; In order to identify potential threats we have:; ; - compiled an inventory of assets connected to our network; ; - identified critical systems and at-risk systems; ; - established timely and scheduled patch management process; ; - established a process ensuring programs and apps run the latest software versions; ; - established remediation timelines; ; We review and classify all vulnerabilities and associated threats on a regular basis as well as rate risks according to our stated risk categorisation and assign a remediation timeline to each risk.; ; We conduct a regular vulnerability testing/scanning process.
• Protective monitoring type: Undisclosed
• Protective monitoring approach: Britannic have implemented protective monitoring as a part of our risk management strategy. We collect and analyse log and event data which allows us to detect and promptly alert on operational and security issues related to a wide range of compliance and risk concerns. As a result we obtain information required to allow us to respond to incidents in a timely manner and to establish sufficient internal security controls for ongoing compliance with ISO 27001:2013 requirements.
• Incident management type: Undisclosed
• Incident management approach: Britannic have a well defined process for managing and updating incidents. ; Customers are invited to log incidents via phone, email or online portal; Britannic will respond within SLA/SLO. During a critical or major incident, Britannic will invoke our major incident management process which delivers regular updates to key stakeholders and is only closed once a full RFO is delivered.

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: Yes
• Connected networks:
  • Public Services Network (PSN)
  • Joint Academic Network (JANET)
  • Health and Social Care Network (HSCN)

Social Value

• Social Value:

  Social Value

  • Fighting climate change
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  As an integral component of our environmental strategy, our dedication to sustainability encompasses multiple facets, spanning from our office practices to our data centre operations. At the core of our commitment lies our conscientious approach to recycling.; Within our office premises and across our datacentres, recycling initiatives are rigorously implemented. Specifically, within our datacentres, dedicated recycling collection points are established to ensure the proper disposal of all equipment packaging. This meticulous process is not only compliant with regulations but also aligns with our values of environmental stewardship.; For Britannic, our environmental commitment is not in place solely to adhere to compliance regulations, we want to play our part in fostering a greener future. Through comprehensive recycling initiatives, responsible disposal practices, and strategic partnerships, we endeavour to lead by example in championing sustainability across all facets of our operations.

  Equal opportunity

  The company is strongly dedicated to promoting diversity and inclusion across all areas of our business operations. The following is a summary of our policies, practices, and activities that support diversity and inclusion: ; Recruitment Policies & Practices: ; - Equal Opportunities Policy: We have a comprehensive Equal Opportunities Policy in place that ensures all individuals associated with the company are treated fairly and without discrimination. This policy complies with anti-discrimination laws, protecting against discrimination based on protected characteristics such as age, disability, gender, and more. ; - Recruitment Practices: Our recruitment processes are designed to prioritise merit and eliminate any form of discrimination. We use gender-neutral language in job advertisements, and our interviewers are trained to avoid asking discriminatory questions. We also ensure that our vacancy advertisements are widely disseminated to reach a diverse section of the labour market, promoting equal opportunities. ; - Equality Monitoring: We actively engage in equality monitoring by voluntarily and anonymously collecting data on various aspects, such as ethnic group, gender, disability, sexual orientation, religion, and age. This data helps us identify underrepresented or disadvantaged groups within our organisation and informs our diversity and inclusion initiatives. ; ; Our policies and practices demonstrate a clear commitment to enhancing diversity and inclusion in recruitment, internal development, and customer-facing service delivery. We continuously monitor and improve these initiatives, ensuring that diversity and inclusion are not just policies but integral parts of our organisational culture.

  Wellbeing

  Britannic are deeply committed to generating social value through our holistic approach to employee wellbeing and community engagement. We understand that fostering a supportive and empowered workforce not only benefits our employees but can make a positive impact on the local community.; Private Medical Coverage: Our provision of private medical coverage, including mental health services, ensuring that our employees have access to essential healthcare resources. By prioritising mental health, we contribute to reducing the stigma around these issues and promote overall well-being.; Birthday Leave: We believe that personal milestones are worth celebrating, and granting a day off for birthdays is a small way to show our appreciation for our employees. This policy enhances work-life balance, allowing individuals to spend quality time with loved ones and nurture personal relationships.; Volunteering Day: Our dedication to social value extends beyond the workplace. We offer our employees the opportunity to take a volunteering day, empowering them to give back to their communities. This not only strengthens our employees' sense of purpose but also creates a positive ripple effect by supporting various charitable causes within the local community.; Personal Training and Development: We actively encourage personal training and development initiatives. By investing in our employees' growth, we not only equip them with valuable skills but also foster a culture of continuous learning and innovation.; Extending Social Value to Clients: We actively seek to provide social value to our clients, through volunteering days, seminars, conferences, workshops, training assets and wellbeing portals.

Pricing

• Price: £59.19 to £714.15 a unit a month
• Discount for educational organisations: No
• Free trial available: No

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