CENTRAL NETWORKS AND TECHNOLOGIES LIMITED

Ring Central Telephony service

RingCentral RingEX is a unified communications platform designed to streamline business collaboration and communication. Combining voice, video, messaging, and conferencing into a single cloud-based application for desktops, mobiles, and web browsers. A cloud-based contact centre solution designed to help organisations manage and streamline their customer interactions across multiple communication channels.

Features

• Cloud telephony
• Messaging
• Video meetings
• Call management
• Voicemail
• Auto-attendant
• Analytics
• Mobile and desktop apps
• Integrations
• APIs

Benefits

• Reduced infrastructure dependency
• Improved collaboration
• Scalability
• High availability
• Simplified administration
• Predictable costs

• 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 Sales@centralnetworks.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

132017042109319

Contact

Tamar Waite
01706747474
Sales@centralnetworks.co.uk

About your service

• Service categories:

  Applications

  Production and operations

  • Other operations
• Multi cloud support: Yes

Service scope

• Software add-on or extension: No
• Cloud deployment model:
  • Public cloud
  • Hybrid cloud
• Service constraints: Requires internet connectivity and compatible devices. PSTN availability subject to regulatory constraints.
• System requirements:
  • Modern web browser
  • Supported desktop/mobile operating systems with internet access

User support

• Email or online ticketing support: Yes
• Support response times: Response times are dependant on ticket categorisation and request type. Priority 1 Disaster, Response Time: 30 minutes, Target Fix: 4 hours. Priority 2 High, Response Time 1 hour, Target Fix: 8 hours. Priority 3 Medium, Response Time: 4 hours, Target Fix: 20 hours Priority 4 Low, Response Time: 10 hours, Target Fix: 30 hours Priority 5 informational, Response Time: 3 days, Target Fix: 90 days Out of hours service is available on request.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.2 AA
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: No
• Onsite support: Yes, at extra cost
• Support levels: Our operations team is broken down into two areas, Service Desk and Engineering. The Service Desk acts as the primary source of all activity, where calls are categorised, prioritised and filtered to the relevant specialist if required. Our calls are given a priority level from 1-5; whereas P1 is Disaster, business is non-operational all the way through to P5, of which could be a cosmetic incident, for example. Our response times and levels are summarised below: P1 - Urgent - 15mins Response Time (RT), 4 hrs Target Full Fix Time(TFFT) P2 - Critical - 30mins RT, 8 hrs TFFT P3 - Very Important - 4 hrs RT, 20 hrs TFFT P4 - Important - 10 hrs RT, 30 hrs TFFT P5 - Informational - 3 days RT, 90 days TFFT (never normally this long) The majority of activity will be remote based working, however we will send either a senior engineer to the client site, or a cloud specialist to a cloud hosting datacentre site, as and when required, depending on the incident. All priority incidents are included in our pricing, defined by customised SLA's and can be in unlimited numbers if required, depending on the client's needs.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: With our support
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: Via administrative export tools and APIs.
• End-of-contract process: Service access ends; data is retained for a defined period then securely deleted.
• Documentation accessibility standard: WCAG 2.2 AA

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
• 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: Mobile focuses on core communication functions; desktop provides full administrative and collaboration features.
• Service interface: Yes
• User support accessibility: WCAG 2.2 AA
• Description of service interface: Web-based administrative and user portals with role-based access.
• Accessibility standards: WCAG 2.2 AA
• Accessibility testing: Accessibility testing is conducted as part of regular release cycles.
• API: Yes
• What users can and can't do using the API: Users can manage users, numbers, call flows, and retrieve analytics; core platform infrastructure is not exposed.
• API documentation: Yes
• API documentation formats: Other
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Configuration via admin portal, integrations, APIs, and user policies.

Scaling

• Independence of resources: Multi-tenant isolation, capacity management, and traffic prioritisation.

Analytics

• Service usage metrics: Yes
• Metrics types: Call volumes, usage, performance, availability, and quality metrics.
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports
• Resource tagging: No
• FOCUS resource tagging: No

Resellers

• Supplier type: Reseller providing extra support
• Organisation whose services are being resold: Ring Central

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Baseline Personnel Security Standard (BPSS)

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: Yes
• Datacentre security standards: Supplier-defined controls
• 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
• Equipment disposal approach: A third-party destruction service
• Data sanitisation type: Explicit overwriting of storage before reallocation / Secure Erase

Data importing and exporting

• Data export approach: Through admin portals and APIs.
• Data export formats:
  • CSV
  • Other
• Other data export formats: JSON
• Data import formats:
  • CSV
  • Other
• Other data import formats:
  • JSON
  • XML

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: Financially backed SLA, service type dependant.
• Approach to resilience: Geo-redundant architecture and failover.
• Outage reporting: Public status page and customer notifications.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • Username or password
• Access restrictions in management interfaces and support channels: Role-based access controls.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • Other
• Description of management access authentication: Strong authentication and MFA.; Role-based credentials and MFA.

Audit information for users

• Access to user activity audit information: You control when users can access audit information
• How long user audit data is stored for: At least 12 months
• Access to supplier activity audit information: You control when users can access audit information
• How long supplier audit data is stored for: At least 12 months
• How long system logs are stored for: At least 12 months

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards: ISO/IEC 27001
• Information security policies and processes: SOC 2, GDPR.
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: ITIL-aligned processes - Controlled changes with approvals and rollback plans.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Industry best practice - Regular scanning, prioritisation, remediation.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Continuous monitoring.; SIEM, alerting, and review.
• Incident management type: Supplier-defined controls
• Incident management approach: Detection, response, communication, and resolution.
• Post-quantum cryptography secure: No

Secure development

• Approach to secure software development best practice: Supplier-defined process

Public sector networks

• Connection to public sector networks: No

Pricing

• Discount for educational organisations: No
• Free trial available: Yes
• Description of free trial: Time-limited trial with core features.
• Link to free trial: https://www.ringcentral.com

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

• Less than £250,000: 0.25%
• Between £250,000 and £500,000: 0.5%
• Between £500,001 and £1,000,000: 0.75%
• Between £1,000,001 and £2,500,000: 1%
• Between £2,500,001 and £5,000,000: 1.25%
• Over £5,000,001: 1.5%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Citation
• ISO/IEC 27001 accreditation date: Monday 19 May 2025
• What the ISO/IEC 27001 doesn’t cover: None
• ISO 28000:2022 certification: No
• ISO 9001 certification: Yes
• Who accredited the ISO 9001 certification: Citation
• ISO 9001 accreditation date: Friday 3 January 2025
• What the ISO 9001 doesn’t cover: None
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: 79646496-1330-4827-b087-691615c42291
• Cyber essentials plus: Yes
• Please provide your Cyber Essentials Plus Certificate Number: 106b321e-346f-4e5c-abd9-51b4fc523fa0
• 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 3: Resilient, innovative and flexible supply chains: Support economic growth through enabling resilient businesses, opportunities for small businesses and voluntary, community and social enterprises

    • Activities that demonstrate a collaborative way to work with a diverse range of businesses as part of the supply chain

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