GCI Network Solutions Ltd

Nasstar Talk

Nasstar Talk is a flexible, customisable Unified Communications system, that makes life easier and better for your users and your customers. Tailored to individuals, it meets the needs of all staff and it’s easy to make changes without the worry of adding or removing physical lines.

Features

• Full UCaaS Collaboration and Connectivity
• Rich Telephony Services
• Complete UC and Collaboration functionality
• Multi Device and Mobile 1st philosophy
• Easy to manage, no expertise required
• Built in business continuity
• Microsoft Integration
• Audio and Video conferencing
• Same experience on PC and Mobiles Apps

Benefits

• Reduces complexity
• Reduces risk
• Multi Device Multi Media Communications for all users
• Communicate on the most appropriate device from anywhere anytime
• Increases productivity
• Improves resiliency
• Leverage existing Microsoft Infrastructure and applications
• Cut Down on Travel by allowing Large conference Meetings
• Consistence user experience allows easy adoption of the applications

£4.50 to £7 a licence a month

• Education pricing available
• Free trial available

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

Framework

G-Cloud 14

Service ID

153073477778567

Contact

Mike Ayres
03450030000
tenders@nasstar.com

Service scope

• Software add-on or extension: No
• Cloud deployment model: Public cloud
• Service constraints: Diallers are not supported on the Service. • • BT REDCARE alarm service number porting is not supported
• System requirements:
  • Internet connection
  • WLAN or Mobile data for Mobile Phone applications
  • Managed Firewall for rules to allow voice traffic
  • LAN infrastructure for IP sets

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: 15 minutes
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.1 AA or EN 301 549
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: No
• Onsite support: Onsite support
• Support levels: Nasstar provides reasonable endeavours to achieve maximum service availability as standard for Telephony services. This is underpinned by a 24 hour service desk with a 5 hour fix time for all service affecting faults. In the unlikely event that we are not to meet our service commitments then service credits are available. All support is is included within the subscription licence. All customers have access to the Cloud Telephony technical manager.
• Support available to third parties: No

Onboarding and offboarding

• Getting started: As this is an unmanaged service, upon completion of an order a Users guide is sent to the admin contact. This document contains instructions on how to use and set up the service. Our intuitive portal delivers a fully featured self-service experience, allowing you to manage, monitor and make changes to your service at any time, from anywhere there’s an Internet connection. Set up call diverts, hunt groups and recorded messages. Customise individual accounts to include specific features, and add or remove licences as your business needs change. Whatever you need to do, you’ll be able to get it done without high levels of in-house technical knowhow.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: User lists can be downloaded into Excel
• End-of-contract process: It's crucial for Nasstar's Cease Teams to effectively manage the end of a contract with a customer; Engagement with Customer: Nasstar's Cease Teams will initiate communication with the customer to discuss the end of the contract. ; Formal Cease Date: Once the cease date is agreed upon, Nasstar will formalize it with the customer to ensure clarity and alignment on the timeline for contract termination.; ; Dependency Consideration: Before any critical voice servers are removed, Nasstar's Cease Teams will take into account any dependencies or ports that may impact the customer's operations. This includes ensuring that any necessary data transfers, migrations, or other transitions are completed smoothly and without interruption.; Coordination and Communication: Throughout the process, Nasstar's Cease Teams will coordinate closely with the customer to address any concerns, provide updates, and ensure that the transition is managed effectively. Clear communication is key to maintaining a positive relationship and mitigating any potential issues.; Post-Contract Support: Even after the contract has ceased, Nasstar's Cease Teams will remain available to provide support and assistance as needed during the transition period. This ensures that the customer has access to resources and guidance during the post-contract phase.

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: None. The user interface is designed so features are constant across both devices from operational and feature access.
• Service interface: No
• User support accessibility: None or don’t know
• API: No
• Customisation available: No

Scaling

• Independence of resources: Nasstar and Boom monitor the amount of SBC resource for the amount of users placed on the Nasstar Talk systems. Whenever new users are added checks are made to ensure there will be no service degradation of voice services.

Analytics

• Service usage metrics: Yes
• Metrics types: Dashboard summary: (calls answered, unanswered, engaged) and ; the ability to search for calls/recordings over a selected time frame and the ability to listen to any recorded calls (subject to user access rights) ; ; Call Logs: Shows live ongoing calls plus ; ; System Alerts: Allows users to receive reports based on in flight calls to Premium rate numbers or calls that are long in duration.; ; Wall Board View - Site-wide: Gives the user a graphical companywide overview covering all groups of total calls, answered calls, missed calls, new callers, inbound calls, inbound talk time, outbound calls, ; in the group); ; Daily Automated Reports:
• Reporting types:
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

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

Staff security

• Staff security clearance: Conforms to BS7858:2019
• 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
  • European Economic Area (EEA)
• User control over data storage and processing locations: No
• Datacentre security standards: Managed by a third party
• Penetration testing frequency: At least once a year
• Penetration testing approach: Another external penetration testing organisation
• Protecting data at rest: Scale, obfuscating techniques, or data storage sharding
• Data sanitisation process: Yes
• Data sanitisation type: Explicit overwriting of storage before reallocation
• Equipment disposal approach: A third-party destruction service

Data importing and exporting

• Data export approach: XLS via the Admin Centre
• 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)
  • Legacy SSL and TLS (under version 1.2)
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • Legacy SSL and TLS (under version 1.2)

Availability and resilience

• Guaranteed availability: To achieve transparent operation of a high availability (HA) solution that provides a resilient and fault tolerant operation, Talk Service provides HA access through secure, resilient pairing of services in the core architecture, each having unique numerical IP addresses. ; Access to the Service is controlled utilising the Domain Name System (DNS), an essential part of contemporary internet. DNS makes it possible to assign a single Internet Name to address the service pair, and therefore operate independently of the physical routing hierarchy represented by their numerical IP address. ; To enable this routing resiliency within the Nasstar telephony service, the handsets are configured to request their ; “registration” for operation using a unique DNS SRV Internet Name. This then resolves in normal operation to the primary service for registration to the system to make calls. In the event of any form of access issue to this primary Service, then the DNS Servers provides the secondary IP address to access the secondary data centre.
• Approach to resilience: To achieve transparent operation of a high availability (HA) solution that provides a resilient and fault tolerant operation, Talk Service provides HA access through secure, resilient pairing of services in the core architecture, each having unique numerical IP addresses. ; Access to the Service is controlled utilising the Domain Name System (DNS), an essential part of contemporary internet. DNS makes it possible to assign a single Internet Name to address the service pair, and therefore operate independently of the physical routing hierarchy represented by their numerical IP address. ; To enable this routing resiliency within the Nasstar telephony service, the handsets are configured to request their ; “registration” for operation using a unique DNS SRV Internet Name. This then resolves in normal operation to the primary service for registration to the system to make calls. In the event of any form of access issue to this primary Service, then the DNS Servers provides the secondary IP address to access the secondary data centre.
• Outage reporting: Email- ; We proactively email for any serious outages

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Username or password
• Access restrictions in management interfaces and support channels: Named Contact with the Admin rights. There are various levels of admin rights within a company. This is called the data controller, Nasstar can assign data controllers.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • 2-factor authentication
  • Username or password

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: Users contact the support team to get audit information
• How long supplier audit data is stored for: At least 12 months
• How long system logs are stored for: User-defined

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: United Registrar of Systems
• ISO/IEC 27001 accreditation date: 14/06/2021
• What the ISO/IEC 27001 doesn’t cover: The Registered Scope is as follows: Information security management system for the delivery of communications and associated technologies, products and services provided by the Group.
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: Yes
• Who accredited the PCI DSS certification: SAQ-D self assessment
• PCI DSS accreditation date: 12/05/2023
• What the PCI DSS doesn’t cover: Our certification covers requirements 9 &12 for our Reading and Global Switch data centres and our HMRC Autopayments service. PCI DSS compliance is designed, built and assessed on a service by service basis. Nasstar is experienced in providing consultancy to help customers to design and deliver PCI DSS compliant solutions on cloud platforms.
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: Yes
• Any other security certifications:
  • ISO27018
  • PSN
  • ISO20000
  • ISO27017
  • CISPE Code of Conduct Certification

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: Nasstar's approach to Security forms part of our overall Integrated Business Systems Management scheme. The Company Secretary is responsible at Board level for Information Security and ensuring that our ISO/IEC 27001 accreditation is maintained and enforced.

Operational security

• Configuration and change management standard: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Configuration and change management approach: Conforms to ISO20000-1, ISO27001 and SSAE-18.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Conforms to SSAE18 and ISO27001.
• Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Protective monitoring approach: Conforms to ISO27001.
• 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: Conforms to SSAE18, ISO20000-1 & ISO27001

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

• Social Value:

  Social Value

  • Fighting climate change
  • Covid-19 recovery
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  Nasstar is committed to creating innovative Technology with a positive impact by working with your organisation to ensure that opportunities under the contract deliver agreed Policy Outcomes and Model Award Criteria. Nasstar is committed to becoming Net Zero by 2050. Nasstar commits to working with your organisation to ensure that opportunities under the contract deliver agreed Policy Outcomes and Model Award Criteria. Nasstar understand our buyers have commitments in this area and will work with them at implementation stage. We routinely work to ensure delivery of meaningful positive input in this important area. Our initial discovery workshop will include a clear method statement stating how we will achieve Policy outcomes and how our commitment meets the Award Criteria, a timed project plan and process (detailing how we will implement agreed commitments and by when), and how we will monitor, measure and report on our commitments/the impact of our proposals. Related to ‘Fighting climate change’ we will focus on implementing effective measures to deliver any/all of the following benefits through the contract: • MAC 4.1 Deliver additional environmental benefits in the performance of the contract including working towards net-zero greenhouse gas emissions. • MAC 4.2 Influence staff, suppliers, customers, and communities through the delivery of the contract to support environmental protection and improvement which as part of our Social Value Commitment, this product offering will also be integrated into the company's Continuous Improvement Plan and will be scrutinised to identify, monitor, measure and achieve the MAC 4.2 measures. Example reporting metrics of benefits delivered under the contract may include: People-hours spent protecting/improving the environment under the contract, Number of green spaces created under the contract, reduction in emissions of greenhouse gases, reduction in water use, and reduction in waste to landfill.

  Covid-19 recovery

  Nasstar commits to working with your organisation to ensure that opportunities under the contract deliver agreed Policy Outcomes and Model Award Criteria. Nasstar understand our buyers have commitments in this area and will work with them at implementation stage. We routinely work to ensure delivery of meaningful positive input in this important area. Our initial discovery workshop will include a clear method statement stating how we will achieve Policy outcomes and how our commitment meets the Award Criteria, a timed project plan and process (detailing how we will implement agreed commitments and by when), and how we will monitor, measure and report on our commitments/the impact of our proposals. Related to ‘Covid-19 recovery’ we will focus on implementing effective measures to deliver any/all of the following benefits through the contract: • MAC 1.1: Creation of employment, re-training, and other return to work opportunities for those left unemployed by COVID-19, particularly new opportunities in high-growth sectors. • MAC 1.2: Support for people and communities to manage and recover from the impacts of COVID-19, including those worst affected or who are shielding. • MAC 1.3: Support for organisations and businesses to manage/recover from the impacts of COVID-19, including where new ways of working are needed to deliver services. • MAC 1.4: Support for the physical and mental health of people affected by COVID-19, including reducing the demand on health and care services. • MAC 1.5: Improvements to workplace conditions that support the COVID-19 recovery effort including effective social distancing, remote working, and sustainable travel solutions Example reporting metrics of benefits delivered under the contract may include: Number of FTE employment for those made redundant due to COVID-19, people-hours supporting local community integration related to COVID-19, and percentage/number of the supply chain to have implemented the 6 standards in the Mental-Health-at-Work commitment.

  Tackling economic inequality

  Nasstar commits to working with your organisation to ensure that opportunities under the contract deliver agreed Policy Outcomes and Model Award Criteria. Nasstar understand our buyers have commitments in this area and will work with them at implementation stage. We routinely work to ensure delivery of meaningful positive input in this important area. Our initial discovery workshop will include a clear method statement stating how we will achieve Policy outcomes and how our commitment meets the Award Criteria, a timed project plan and process (detailing how we will implement agreed commitments and by when), and how we will monitor, measure and report on our commitments/the impact of our proposals. Related to ‘Tackling Economic Inequality’ we will focus on implementing effective measures to deliver any/all of the following benefits through the contract: • MAC2.1: Create opportunities for entrepreneurship and help new organisations grow. • MAC2.2: Create employment/training opportunities for people who face barriers to employment, are located in deprived areas, and in industries with known skills shortages or high growth sectors. • MAC2.3: Support educational attainment including training schemes • MAC 3.1: Create a diverse supply chain including new businesses/entrepreneurs/start-ups/SMEs/VCSEs/mutuals. • MAC 3.2: Support innovation and disruptive technologies throughout the supply chain to deliver lower cost, higher quality goods/services. • MAC 3.3: Support the development of scalable and future-proofed new methods to modernise delivery and increase productivity. • MAC 3.4: Demonstrate collaboration and a fair/responsible approach to working with supply chain partners. • MAC 3.5: Demonstrate action to identify/manage cyber security risks in the delivery including in the supply chain. Example reporting metrics of benefits delivered under the contract may include: Number of FTE employment/apprenticeship/training opportunities created, learning interventions delivered, start-up/SME/VCSE/mutuals opportunities awarded, and relevant supply chain metrics e.g. Cyber Essentials certification and adoption of NCSC 10 steps.

  Equal opportunity

  Nasstar commits to working with your organisation to ensure that opportunities under the contract deliver agreed Policy Outcomes and Model Award Criteria. Nasstar understand our buyers have commitments in this area and will work with them at implementation stage. We routinely work to ensure delivery of meaningful positive input in this important area. Our initial discovery workshop will include a clear method statement stating how we will achieve Policy outcomes and how our commitment meets the Award Criteria, a timed project plan and process (detailing how we will implement agreed commitments and by when), and how we will monitor, measure and report on our commitments/the impact of our proposals. Related to ‘Equal opportunity’ we will focus on implementing effective measures to deliver any/all of the following benefits through the contract: • MAC 5.1: Demonstrate action to increase the representation of disabled people in the contract workforce. • MAC 5.2: Support disabled people in developing new skills relevant to the contract, including through training schemes resulting in recognised qualifications • MAC 6.1: Demonstrate action to identify/tackle inequality in employment, skills, and pay in the contract workforce. • MAC 6.2: Support in-work progression to help people, including those from disadvantaged/minority groups, to move into higher-paid work by developing new skills relevant to the contract. • MAC 6.3 Demonstrate action to identify/manage the risks of modern slavery in the delivery of the contract, including in the supply chain. Example reporting metrics of benefits delivered under the contract may include: Percentage/number of FTE disabled/under-represented people employed as a proportion of the total FTE including apprenticeships/training schemes, percentage/number of companies in the supply chain to have committed to the five foundational principles of good work, percentage of supply chain mapping completed, and people-hours devoted to supporting victims of modern slavery.

  Wellbeing

  Nasstar commits to working with your organisation to ensure that opportunities under the contract deliver agreed Policy Outcomes and Model Award Criteria. Nasstar’s Wellbeing policies are aligned to the UK Government’s Good Work Plan (satisfaction, fair pay, participation and progression, well-being, safety and security, voice and autonomy). Nasstar understand our buyers have commitments in this area and will work with them at implementation stage. We routinely work to ensure delivery of meaningful positive input in this important area. Our initial discovery workshop will include a clear method statement stating how we will achieve Policy outcomes and how our commitment meets the Award Criteria, a timed project plan and process (detailing how we will implement agreed commitments and by when), and how we will monitor, measure and report on our commitments/the impact of our proposals. Related to ‘Wellbeing’ we will focus on implementing effective measures to deliver any/all of the following benefits through the contract: • MAC 7.1: Demonstrate action to support health and wellbeing, including physical/mental health, in the contract workforce. • MAC 7.2: Influence staff, suppliers, customers, and communities through the delivery of the contract to support health and wellbeing, including physical and mental health. • MAC 8.1: Demonstrate collaboration with users and communities in the co-design and delivery of the contract to support strong integrated communities. • MAC 8.2: Influence staff, suppliers, customers, and communities through the delivery of the contract to support strong, integrated communities. Example reporting metrics may include: Percentage/number of the supply chain to have implemented measures to improve the physical and mental health and wellbeing of employees including the 6 standards in the Mental Health at Work commitment and mental health enhanced standards in ‘Thriving at Work’, and people-hours supporting local community integration e.g. volunteering/community-led initiatives and Mental Health First Aiders.

Pricing

• Price: £4.50 to £7 a licence a month
• Discount for educational organisations: Yes
• Free trial available: Yes
• Description of free trial: Full access to the Talk service is availble for potential customers that wish to trial the service, with live DDIs. The customer can choose the amount of users they require and the length of the trial up to 3 months. This can be extended within acceptable reasons.
• Link to free trial: Each instance is based on an individual customer

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