Armadillo Sec Ltd

Teams Operator Connect from Chess ICT

Work Better Together - Integrating our voice solution with the Microsoft Teams platform will ensure you are always available when your customers need you. Chess Teams Operator Connect provides you with all the tools you need in a single platform helping you to deliver better service.

Features

• Presence-based Redirect - calls will be redirected to available staff
• Text to Speech - auto attendant message and message in.
• Voice Control - during the greeting and menu message
• Set Business Hours & After Hours Call Flow
• Call Parking - give the call recipient a ‘park’ number
• Attended/Blind Transfer - consult with a call recipient
• Call Queues - Customised greetings and customised music on hold
• Integrated with Microsoft Azure Peering Services
• Certified with Microsoft

Benefits

• Teams Calling enables a single application for your collaboration needs
• Reduce costs by integrating your phone system with Team
• Support included to resolve faults
• Choose your calling device, headset or handset
• Built in DR Platform
• Calls and Minutes included
• Free Automatic Updates
• Teams Calling Specialists can manage your migration
• Regular update meetings to find out about the latest features
• High SLA's and uptime guarantees

£1 a unit

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 bids@cyberlab.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

156898614887233

Contact

Joanne Austin
08000461688
bids@cyberlab.co.uk

Service scope

• Software add-on or extension: Yes
• What software services is the service an extension to: Microsoft Teams
• Cloud deployment model: Public cloud
• Service constraints: No
• System requirements:
  • Microsoft Teams
  • Compaitble device e.g. Headset, Mobile or Handset required
  • Teams Phone System License or E5/A5 License from Microsoft

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: SLA P1 = 1 Hour, SLA P2 = 6 Hours, SLA P3 = 8 Hours
• User can manage status and priority of support tickets: No
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: No
• Onsite support: Yes, at extra cost
• Support levels: SLA P1 = 1 Hour, SLA P2 = 6 Hours, SLA P3 = 8 Hours
• Support available to third parties: No

Onboarding and offboarding

• Getting started: Implementation assistance for setting up the tenant along with user guides. Training is available remote or onsite for admins and end users.
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: No data is stored on the platform
• End-of-contract process: Number porting requirements are submitted to Chess to which we adhere to OFCOM regulations and guides for expected timescales.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
• Application to install: Yes
• Compatible operating systems:
  • Android
  • IOS
  • MacOS
• Designed for use on mobile devices: No
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: Accessible in the form that we are providing conenctivity to the Microsoft Teams Client, thus all accessibility elements are controlled by the Microsoft application.
• Accessibility standards: None or don’t know
• Description of accessibility: Accessible in the form that we are providing conenctivity to the Microsoft Teams Client, thus all accessibility elements are controlled by the Microsoft application.
• Accessibility testing: None
• API: No
• Customisation available: No

Scaling

• Independence of resources: The system is built in isolation to other tenants on the platform with multi scaling capability available where required and on demand. Monthly capacity measures and planning meetings ensure the system is adhering to uptime and scalability requirements. The solution is Certified by Microsoft for quality, scale and system uptime

Analytics

• Service usage metrics: Yes
• Metrics types: Inbound call activity via a dedicated web portal
• Reporting types: Regular reports

Resellers

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

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: 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
• Data sanitisation process: Yes
• Data sanitisation type: Deleted data can’t be directly accessed
• 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: Number porting requirements are submitted to Chess to which we adhere to OFCOM regulations and guides for expected timescales.
• Data export formats: Other
• Other data export formats: N/A
• Data import formats: Other
• Other data import formats: N/A

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: 99.99% availability over a monthly period. Service credites in the event of breach
• Approach to resilience: 99.99% availability over a monthly period. Service credites in the event of breach
• Outage reporting: Yes, public dashboard and email alerts

Identity and authentication

• User authentication needed: Yes
• User authentication: 2-factor authentication
• Access restrictions in management interfaces and support channels: User defined roles and delegation processes pre-defined
• 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: Between 6 months and 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: Between 6 months and 12 months
• How long system logs are stored for: Between 6 months and 12 months

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: BSI
• ISO/IEC 27001 accreditation date: 16/05/2023
• What the ISO/IEC 27001 doesn’t cover: N/A
• 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: ISO9001

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: All change requests are submitted and reviewed by Compliance and our dedicated Ops change Board for all potential impacts.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: All services are closely monitored, and system and security logs streamed to central servers for analysis and alerting. An aggregation platform accepts output from the various vendors and proprietary systems for analysis and reporting. In addition to comprehensive alerting, this offers a proactive approach for preventing services issues through the trend analysis and anomalous behaviour. The platform enforces compliance with best practice and standards and internal security policies for access and management. Where applicable, monitoring is designed to support controls detailed within the best practice guide for Protective Monitoring for HMG ICT Systems, GPG13, published by National Cyber Security Centre(NCSC).
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: All services are closely monitored, and system and security logs streamed to central servers for analysis and alerting. An aggregation platform accepts output from the various vendors and proprietary systems for analysis and reporting. In addition to comprehensive alerting, this offers a proactive approach for preventing services issues through the trend analysis and anomalous behaviour. The platform enforces compliance with best practice and standards and internal security policies for access and management. Where applicable, monitoring is designed to support controls detailed within the best practice guide for Protective Monitoring for HMG ICT Systems, GPG13, published by National Cyber Security Centre(NCSC).
• Incident management type: Supplier-defined controls
• Incident management approach: All data incidentsshould now be reported through the OneTrust system.This is a privacy management platform that will provide automated functions and better management of many data protection aspects.

Secure development

• Approach to secure software development best practice: Conforms to a recognised standard, but self-assessed

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

  "We have an environmental statement and are working to improve our ESG governance generally. We formulated a plan to become net zero by 2030 which is available on our website.; What we are doing to reduce our emissions ; -Our People – we launched a WIKI within Teams containing advice on how to minimise your environmental impact. ; -Our Suppliers – 95% of our environmental impact comes from suppliers. We have reviewed our supplier onboarding process to score their environmental impact and are in discussion with Key suppliers so we understand what they are doing to limit Carbon emissions and how we can work with them to make this happen.; -Our Customers – our sales efforts focus on transitioning customers to cloud services and low energy products such as FTTP. These are more efficient and will reduce emissions over time.; 95% of our emissions are from our supply chain/customer usage of our products and we are working on our supplier strategy to fully understand their plans and as well as proactively transitioning our customers onto more environmentally responsible products and services (e.g. Broadband -> FTTP) to help them hit their targets. ; 5%- us We have moved to 96% home working, reduced our office footprint from 6 to 1 and have seen a substantial reduction in our emissions and utilities usage (reported annually). This equates to over 350 people no longer commuting. ; Our People come together if they need to at head office or in a network of small hubs, for example all teams meet at least once per quarter and some choose to more frequently. ; This cuts carbon emissions significantly as ; -over 350 people no longer need to commute every day, ; -over 90% of internal, supplier and customer meetings take place over Teams ; -We reduced our office footprint from 6 to 1.

  Covid-19 recovery

  Cyberlab have in place a robust and tested Business Continuity Plan, recovery for pandemics would be included within this BCP.

  Tackling economic inequality

  "Our UK sites sponsor twelve charities a year. One of the main philanthropic successes we have seen at Chess in recent years is the launch of our Engage platform. Successfully linking Culture and Charity by introducing a fun and quick way to provide companywide recognition and praise for all to see. All our people are encouraged to recognise when their colleagues have performed well by giving them ‘Praise’, The best thing about this – every time someone is praised, they get to donate £1 to one of the 12 Chess Charities. In 2023, we raised £9,000 through Praise recognition, which was part of the £45,000 total we donated.; When things happen in the world that we've not planned for, people will turn to their leaders to see how we will support them, recently, we sent medical and food supplies to the Romania – Ukraine border and donated to the Red Cross Ukraine Crisis Appeal.; Recent Regional and National Charity initiatives ; Bare Necessities; Bare Necessities is a toiletry bank based in South Manchester, founded by two friends, determined to do something to help local people have equal access to personal hygiene products. We have set up toiletry drop off points at each of the Chess hubs and will regularly be delivering these to be put into hygiene kits.; ; Mission Christmas Toys for Kids Appeal; Our people can gift £5 per month to go towards the Mission Christmas Toy Appeal that runs across the UK. ; ; Wrap Up Campaign; Wrap Up is a project run by various Rotary Clubs working in partnership across the UK to provide coats directly to people across the UK. Each Chess hub became a drop off point and our people donated over 50 of their old coats which were then circulated to the collection points across the UK."

  Equal opportunity

  "Our People have told us that they want to work flexibly and so the ability to work from different locations utilising all of the new technology we have embraced during the pandemic has become our new normal in terms of our working practices. This opens up an exciting opportunity to widen our recruitment activities to include groups of people who previously were not open to us because of the geographic and physical barriers that working in a fixed location bring. Removing these barriers and proactively searching out new ways to attract and recruit people from all areas of society will enable us to grow a much more diverse workforce with all of the cultural, social and financial benefits that this brings.; In Chess, we have always considered that we drive a culture that promotes inclusion and diversity. We have always celebrated all our people's successes, but complacency is dangerous and there is always more we can do. We pay close attention to what other organisations are doing, we listen to our people, and our goal is to drive hard in this area, providing the opportunity for all who wish to take it.; ; Economic – employment, training and work-experience opportunities; We support localisation in the delivery of services through:; ; a)Local employment; Chess can proactively look at ‘local’ employment, training and work-experience opportunities for individual where this is appropriate and deliverable. ; ; b) Apprenticeships; Graduate and Apprentice Schemes - We employ 5no apprentices across the business including IT and people support. ; ; c) Employability Training ; We offer young people employability training via interview practice, CV assistance and familiarisation with an office environment. We have previously offered work experience and apprenticeships to young people we have been introduced to via this scheme."

  Wellbeing

  "Communication and collaboration are vital to maintaining energy and focus at Chess, especially with most employees choosing to work from home.; ; Staff are encouraged to meet with their teams at one of the local hubs in a network spread across the UK. And there are two annual conferences to celebrate success and bring people together.; ; All teams have daily Teams 'huddles' to set the focus for the day and share any issues, as well as monthly 121s. Employees get monthly updates from the Chairman and Board of Directors to keep them up to speed on business performance, with daily 'need to knows' posted on internal channels. Additionally, the chairman hosts monthly lunches, allowing employees to express any concerns directly.; Working together in a positive environment; Every day, we encourage, motivate, and support each other to maintain a friendly positive atmosphere where everyone feels valued and cared for. Chess have created a culture that is inclusive and diverse where everyone is encouraged to bring innovative new ideas to the table and work together to achieve our organisational goals. It’s a place where hard work and success is rewarded. All our people set Goals and Responsibilities tied to our Blueprint which are reviewed regularly throughout the year, as well as a Personal Development Plan outlining their short and long term career objectives – both within and outside of Chess.; ; • We are advocates of diversity and inclusion, and our culture is open to everyone.; • Looking after our employees - Future Fit wellbeing - Chess ; • Early career apprenticeship and graduate programmes - national-apprenticeship-week-at-chess; • Passionate about encouraging and supporting women in tech, with above average industry standards for women in tech and females in leadership roles - International Women’s Day - Chess; • Flexible working options for every employee where possible

Pricing

• Price: £1 a unit
• 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 bids@cyberlab.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.