TELA TECHNOLOGY GROUP LIMITED

ICT

A one stop shop for cloud based communication and IT technologies.

Features

• Cloud based Communication
• Seamless transition between mediums
• Dashboard to view all numbers & Users
• Multi Networks in One place
• Integration of new Technologies
• Full reporting suite on all solutions
• Bespoke portal with administration funtctions and reporting
• Complete range of additional bolt-ons to ensure suitable bespoke package
• Flexible package options including 30 day option
• Security built-in to all solutions

Benefits

• All Communication and IT mediums in one place
• One contract and support package to cover all solutions
• Protection from Outages with the ablity to move networks
• A one stop shop for all solutions
• Bespoke reporting options to ensure all required information is available
• Caps and alerts to control costs
• Bundles that give savings across all mediums
• Dedicated Account Management & Support
• Future proofing of all technologies
• Over the air deployment

£5.00 to £150 a user 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 gcameron@telatechnology.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

155698421488543

Contact

Graham Cameron
07802254255
gcameron@telatechnology.com

Service scope

• Software add-on or extension: No
• Cloud deployment model: Public cloud
• Service constraints: Any planned maintenance will be communicated clearly and early to customers and will be planned as to keep any distruptions to a minimum. Our solution works across all hardware and technologies
• System requirements:
  • Android 10 and above
  • IoS 13 and above
  • Windows 10 and above

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: P1 - 15 Mins; P2 - 30 Mins; P3 - 1 hour; P4 - Next Day
• 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: No
• Onsite support: Onsite support
• Support levels: We provide all our support through a dedicated account manager who is the single point of contact for all issues. They are backed by teams for all areas of our solution, billing, technical and user issues. All support is provided as standard in the cost of each solution.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: We provide comprehensive training that ensures all training is delivered at each appropriate level. As part of the discovery phase of the onboarding process we complete a training needs analysis which is used to determine which method of training is employed for each group of users. Training is completed for each area of the solution including the portal for all administration and reporting functions. We use a number of different methods for delivering this training; face to face onsite where required, video conferencing, call support, video tutorials and documents that detail exactly what a user requires. With the approval of a customer's project team we make all appropriate methods available to all users in order that they can choose the method that is best for them. We coordinate all sessions with the customer's project team and include mop up sessions for those users who are unable to make scheduled sessions. We update the training needs analysis as we go to ensure that all users are covered and any further training needs are identified.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • ODF
  • PDF
• End-of-contract data extraction: We ensure that all data is available to the customer at end of a contract if they are not extending with us, we will provide it to them in whichever format they require and for as long as they require it. We will meet with the customer and the new supplier, if appropriate, to ensure that this is relevant and complete. All reports, analysis & billing information are available throughout the contract through the customer's portal. This can be made available after the contract ends for a reasonable time to ensure the customer can extract any information that they may require. Some customers require new reports at the end of their contract and this can be supplied prior to the end of the contract or at a reasonable date after the end of the contract.
• End-of-contract process: At the end of contract their dedicated account manager works with the customer to ensure that they have all information that they require and to assist with the migration, they can also meet with the new supplier to ensure a smooth transition. All billing is updated and any termination fees are made clear to the customer. There are no additional charges for the customer simply any contracted fees that they have previously agreed to. Any appropriate codes are supplied free of charge including PAC & Mac Codes, these are supplied exactly as the customer requires either in batches or for a whole account. The dedicated account manager is closely involved on the day or days of migration to that all services are migrated without delay and to help resolve any issues, as they will normally have met the new supplier then clear lines of communication exist to ensure a seamless transition. A final invoice is produced which is discussed with the customer to ensure accuracy and clarity.

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
  • Windows Phone
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: Little difference, this is seamless solution between mobile and desktop.
• Service interface: No
• User support accessibility: None or don’t know
• API: No
• Customisation available: Yes
• Description of customisation: Customers can add or remove various elements that they require, this ensures that they have a bespoke solution for their organisation. This is set up through the implementation process and is completed along with the customer by our team.

Scaling

• Independence of resources: We provide each customer with a dedicated team whose size and scale is appropriate for that customer. We constantly monitor the performance of each team to ensure that resilience is built in and gives space for growth in demand. We share this with each customer at the regular reviews to ensure that this performance is being reflected by their users and any appropriate changes are made. We cross train all our people to ensure that we can handle times of peak demand and use forecasting models to ensure we are prepared for these times.

Analytics

• Service usage metrics: Yes
• Metrics types: As part of the discovery phase of the onboarding process we detail any and all metrices that the customer requires. These are then provided through the portal in the format that they require. These can be based on KPIs, SLAs and/or user based metrices such as usage or fault reporting. We review these at each regular meeting to ensure that they remain fit for purpose and amend as required, this can happen as many times through the contract as required.
• Reporting types:
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

• Supplier type: Reseller providing extra features and support
• Organisation whose services are being resold: O2, Vodafone, EE, Three, Gamma, Microsoft, Xelion, Cisco, Mitel

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 another standard
  • Encryption of all physical media
  • Scale, obfuscating techniques, or data storage sharding
• 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: All customer data is available through their unique portal, this is for live and historical data and can downloaded by appropriate users at any point. Log ins to the portal are role based therefore users are restricted to view only what they authorised to see and can access only approved reports and data. Reports and analysis can be scheduled for delivery by email to authorised users too. These can be in various formats as required.
• Data export formats:
  • CSV
  • ODF
  • Other
• Other data export formats: Pdf
• Data import formats:
  • CSV
  • ODF

Data-in-transit protection

• Data protection between buyer and supplier networks: IPsec or TLS VPN gateway
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway

Availability and resilience

• Guaranteed availability: We have an availablity of over 99% and provide back solutions for any outages that exceed 2 hours, these include moving networks whilst retaining numbers
• Approach to resilience: To ensure that we have resilience in our service we host the service across multiple data centres in the UK. We also have a multi network solution which means users can switch to another network if this a long term outage. ; We are independant of all suppliers and therefore can move you to another supplier without penalty as your contract is with us and not the supplier. This will provide you with a solution that not only gives you coice but one that has resilience built-in due to the ability to move between networks. ; All data that is held by us is backed up twice every day to ensure that data is protected from loss, we also protect aganist destruction such as ransonware. ; We check these backups on a regular basis with customers to ensure that we are capturing this correctly and that the customer has confidence in the data.
• Outage reporting: We have a number of routes to report on any outages, for planned outages we will communicate this via email and review meetings to ensure that we plan any required mitigations. The effectiveness of this communication is also reviewed at these reviews to ensure that they remain effective and fit for purpose. For un-planned outages we use email and text broadcasts to ensure that all appropriate users are aware of the situation, updates and where to gain help.

Identity and authentication

• User authentication needed: Yes
• User authentication: 2-factor authentication
• Access restrictions in management interfaces and support channels: All log-ins are role based and use 2-factor authentication, this ensures that all users can only view and use the functions that they are allocated to. Support can be accessed through the portal and therefore authority levels can be built in. This can also be replicated for direct access to the support team.
• Access restriction testing frequency: At least once a year
• Management access authentication: 2-factor authentication

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: User-defined
• Access to supplier activity audit information: Users contact the support team to get 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: NQA
• ISO/IEC 27001 accreditation date: 28/1/2018
• What the ISO/IEC 27001 doesn’t cover: N/A
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: Yes
• Who accredited the PCI DSS certification: Elavon
• PCI DSS accreditation date: 1/4/2024
• What the PCI DSS doesn’t cover: Every payment method is covered by our accreditation
• Cyber essentials: Yes
• Cyber essentials plus: No
• 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: We have a number of processes and policies that align with our ISO27001 accreditation. This ensures we take a risk based approach to our policies and decision making. These cover all aspects of information security including technical and physical risks, these cover all data that we handle and/or retain. We also have an active data protection policy which covers all staff and all data. ; All staff recieve training on these policies at their iniduction and annually for all staff, this ensures that everyone is clear about the policies and their responsiblities within each one. We use computer based training to ensure that everone not only reads these policies but means we can check understanding and identify any gaps in knowledge. ; The responsibility of these policies and processes sit with the management team however the day to day working of this is managed by the internal Data Protection Officer in conjunction with the IT, reporting of our performance is completed by the DPO monthly and any improvments are actioned by the IT team and the DPO.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Our process for both new systems and hardware, and any that are already in use includes internal controls and business critical elements such as security configurations, all hardware that holds a configuration file and any relevant software applications or systems. Our secure development process ensures that all risks are identified prior to being released and mitigations are in place. ; We ensure that all authorisations levels are appropriate for each release of hardware or software, we aim to keep this to a minimum of only required people. ; Our IT team have final sign-off for all new releases.
• Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Vulnerability management approach: As we are continually monitoring our systems and processes to help identify potential threats, we also train all our people to help identify any threats. We update our people on new potential threats that are circulating and what to do if they see a potential risk. We also perform regular penetration testing. Any risk is assessed for the level of threat and dealt with through our Risk Treatment Plan. This is converted into an action plan which includes SLAs on timescales and ensures that each risk is dealt with appropriately. The management team are included in the action plan.
• Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Protective monitoring approach: We are continually monitoring our information security management systems (ISMS) in line with our ISO 27001 accreditation, we are constantly evolving, and ensuring that the scope of our ISMS is precisely defined. We also have a clearly defined route for all our people to raise issues or concerns. When a potential issue is identified it is immedialty allocated to a member of the internal IT to investige and asses the risk, we have a risk treatment plan that ensures all risks are dealt with appropriatly and within agreed timescales such as 2 hours for high level threats
• 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: We have a clearly defined process that is trained to all new people in the company and refreshed annually or if there is a major update to it. All people are clear on what to do in the event of an incident and who to report this to, we have an internal email address for such events. They should also inform their line manager. The head of IT is reponsible for the management of the report on all incidents and reports this to the management team monthly.

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

  Tela Technology Limited is committed to leading the industry in minimising the impact of its activities on the environment.; The key points of its strategy to achieve this are:; Minimise waste by evaluating operations and ensuring they are as efficient as possible. This has included changes to our buildings such as using LED lights, only using suppliers who provide 100% renewable utilities, reducing business travel and utilise technologies to replace existing paper processes. ; We have reduced business travel by conducting most meetings over video calls. All business travel now must be justified and signed by a director to ensure that this is only done when completely necessary. ; We have implemented technical solutions such as zero touch deployment which means that we can fully on-board customers without the need to be on site for them on the days of migration. This also means that their people can have new devices sent directly to them and it is fully functional when they open the box and negates the need for them to travel to a central location. ; We have implemented a carbon reduction programme in our offices where we now use LED lamps, provide our staff with reusable water bottles and have reduced paper usage to almost zero. ; Actively promote recycling both internally and amongst its customers and suppliers.; Source and promote a product range to minimise the environmental impact of both production and distribution.; Use an accredited program to offset the greenhouse gas emissions generated by our activities, we are currently working with Carbon Neutral Britain in order to use their expertise in monitoring and reducing our carbon footprint. We are aiming to use their recommendations to help us reduce our footprint further. ; We have a carbon reduction plan that plans to reduce our footprint by 40% to 50tCO2e by 2027.

  Covid-19 recovery

  The pandemic has resulted in a number of changes to our business and the way we support our people, suppliers and customers. We now have a hybrid working policy for those staff for whom this is beneficial and is possible in their particular role. We have started a major refurbishment of our offices which ensures that deep cleaning is much easier and social distancing can remain a normal way of working for us. We have implemented a number of new solutions that enable remote working including a fully cloud based telephony system. We have targeted our recruitment to identify local disadvantaged people who can benefit from training on some of the specialties that we have including areas of skills gaps such as coding and our IT support. We are working with a number of local schools to give support for children to get into work, this includes interview skills, CV writing and work experience in our business. ; The pandemic also meant we invested in new technologies and ways of supporting our customers, this included a zero touch remote deployment solution which ensures that when a new device is delivered to an end user then they do not need to travel to a central office to collect it as it is delivered directly to them and is fully active with their personal settings and the organisation’s IT policies as soon as they switch on the new device. This gives protection for individuals but also reduces the needs for business travel for our people and for our customer’s end users. ; We are committed to continuing our support in the recovery from the pandemic and have a target of implementing 2 new solutions/initiatives before the end of March 2025.

  Tackling economic inequality

  Our objectives and values are always to work with the local community, wherever our business premises are located and establish and sustain positive relationships based on mutual understanding.; We encourage career development for our staff and recognise and reward both individual contribution and teamwork.; We are continually growing and recruiting new people for our team, currently we employ over 160 people across the country and ensure that we fairly employ people from each local area. We always pay above minimum wage and support our people when they need help in personal difficult situations. We recognise and reward good performance in our people. Promotion starts from our internal team and we always look to promote and develop our people. ; We work with a number of local third sector organisations who help local people with learning difficulties to be empowered and get into work. This involves training and support from some of our people as well as job shadowing and coaching on job skills such as interview and presentation skills. We also have modern apprentices and are used for work experience placements, this gives young people a foot into many areas of our business from sales and marketing to software development. We are always looking for ways to increase our reach for this support and are working with a number of our customers to help people in their areas with support such as interviews skills and CV writing, this had been made easier and more relevant through the pandemic as most interviews are no conducted over video calls and this is how we can help young people and work returners. We would look to work with any customers won through this framework to support their local people and initiatives that are important to them, including schools and charities that support disadvantaged people.

  Equal opportunity

  It is our policy to adhere to all legislation relating to employment rights and equal opportunities, with particular reference to non-discrimination on the basis of ethnic origin, religion, gender, age, marital status, disability or sexual orientation.; We ensure that physical, verbal and psychological abuse, or sexual or other forms of harassment towards employees are not tolerated.; We ensure that disabled persons are recruited, trained and promoted on the basis of aptitude and ability. If employees become disabled, every effort is made to retain them and when necessary re-train them for appropriate posts. Our recruitment policy ensures that we do not discriminate against anyone based on any disability, we will always look to see how we can accommodate any disability. ; We have made a number of adaptations to the offices in order to make access and day to day working much easier and suitable for our people with disabilities, these include wider doors on all levels, accessible toilets on all floors and high adjustable desks. We regularly discuss with our people who have disabilities how we can further improve their working environment. ; Fairness and equality are at the heart of our organisation from recruitment through to progression in our people’s roles. We are aware of the risks of modern slavery and take steps to ensure that the people we recruit have not been subject to this, including pre-employment checks. We therefore have an active modern slavery policy that all our people are trained on and are aware of their responsibilities in this. We conduct annual reviews and updates on this policy. Our supply chain are also aware of our expectations around this and we always ask them for their statement and or policies.

  Wellbeing

  We are implementing the six standards for mental health at work, this is meaning that a number of initiatives have been put in place and are being worked on. These include:; A monitoring and feedback process which is led by our HR team, these currently are training sessions for each team leader to help identify potential issues, give each employee a way of highlighting any concerns and clarifying the processes for supporting employees. ; A number of initiatives have also been put in place in order to help improve the culture including; a focus on work life balance, flexible working options including hybrid and fully working from home and a confidential feedback process. We also recognise how physical health can impact on our mental health and as a result we provide all our people with free local Gym membership and have a number of team events such as five aside football, running and walking clubs. ; We have built this into each team leader’s review process with their teams and we have arranged training for each leader. ; We are building our tools on this and are looking on how we make this more transparent to our people, we are mindful that this needs to come from the top down and that everyone is aware of how seriously it is being taken by the leadership team. The aim is to have an open and honest workforce who are not afraid to talk about their issues, we have made a good start to this however we are still working through this process of change for us. ; Volunteering and helping the local community is recognised a positive way to help not only the community but also our own mental health. We have a number of initiatives that are driven and owned by our people.

Pricing

• Price: £5.00 to £150 a user 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 gcameron@telatechnology.com. Tell them what format you need. It will help if you say what assistive technology you use.