NETWORK INTEGRATION TECHNOLOGIES LTD

3CX Cloud Hosted Phone System

Founded in 2005, 3CX has gone on to establish itself as a global leader in business communications. Taking advantage of the SIP open-standard and WebRTC technology, 3CX is a complete communications platform, offering customers a simple, flexible, and affordable solution to call, video and live chat.

Features

• No per-user per-month fee. One low yearly cost
• Bring your SIP trunks, control your numbers, lower call costs.
• No bolt-ons, just simple license editions.
• Save money and connect your existing IP phones.
• Simple administration with automated upgrades and backups.
• Call Queues, IVR
• Android and iOS apps
• Advanced Call Reporting

Benefits

• Choose Hosted and get 1st year of hosting free.
• One simple license covers chat, voice, video, and more!
• Easy management on-premise or hosted
• Work remotely with 3CX iOS / Android apps

£50 to £5,100 an instance a year

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

Framework

G-Cloud 13

Service ID

179227304022357

Contact

Tim Ripper
01133410123
tim@itogether.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: Cloud Management
• Cloud deployment model:
  • Public cloud
  • Private cloud
  • Hybrid cloud
• Service constraints: No
• System requirements:
  • 3CX is based on license bundles
  • See pricing document for more info

User support

• Email or online ticketing support: Yes, at extra cost
• Support response times: Priority Level - Maximum Response Time Target ; P1 – Major Impact - 1 Hour ; P2 – Moderate Impact - 4 Hours ; P3 – Low Impact - 6 Hours
• User can manage status and priority of support tickets: No
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: No
• Onsite support: Yes, at extra cost
• Support levels: Remote Support: ; 8x5 - £500 per month <50 users, £750 per month <100 users, £1000 per month <250 users, £1500 per month >250 users. ; ; 24x7 - £750 per month <50 users, £1000 per month <100 users, £1250 per month <250 users, £2000 per month >250 users. ; ; Both a dedicated Account Manager and access to the support team are included in the above costs. ; ; Support includes: ; - Rule based changes ; - Configuration changes ; - User creation and deletion ; - Software updates and management *critical patching and minor OS configuration changes / updates. ; - Guaranteed SLAs ; - Quarterly Service Review ; ; All prices are ex VAT
• Support available to third parties: No

Onboarding and offboarding

• Getting started: We can provide onsite or remote installation and education.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: Nothing is kept in this service. Any data held by 3CX is destroyed once the contract ends.
• End-of-contract process: At the end of the contract the licensing will cease, and the client will have no access to the license. The client will need to have found an alternative license to cover them moving forward from this point. There are no additional costs incurred upon termination of the contract.

Using the service

• Web browser interface: No
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: None
• Service interface: No
• User support accessibility: None or don’t know
• API: No
• Customisation available: No

Scaling

• Independence of resources: Cloud service hosted by 3CX (or the client). Each service account is provisioned as a separate tenancy with no interaction between tenancies.

Analytics

• Service usage metrics: Yes
• Metrics types: # of Tickets opened ; Reason for ticket opening ; Ticket SLA times ; SLA's met ; SLA's exceeded ; Reason behind
• Reporting types:
  • Regular reports
  • Reports on request

Resellers

• Supplier type: Reseller providing extra support
• Organisation whose services are being resold: 3CX

Staff security

• Staff security clearance: Staff screening not performed
• Government security clearance: Up to Baseline Personnel Security Standard (BPSS)

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations: 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 every 6 months
• Penetration testing approach: In-house
• 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: In-house destruction process

Data importing and exporting

• Data export approach: Not required
• Data export formats: CSV
• Data import formats: CSV

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • Private network or public sector network
  • IPsec or TLS VPN gateway
• Data protection within supplier network: IPsec or TLS VPN gateway

Availability and resilience

• Guaranteed availability: Call Management ; Less than 5% of total calls are abandoned ; 100% of calls logged in the request tracking system ; Calls answered in a polite and helpful manner ; Clients updated on progress of call ; ; Incident Management ; (P1 & P2) Agreed service level response time targets are met ; Incidents managed in accordance with your managed service contract ; Agreed escalation procedures are followed; ; Service Requests ; (P3) Agreed service level response time targets are met ; Or, timeframe agreed with the customer ; Service Requests managed in accordance with your managed service contract; Agreed escalation procedures are followed
• Approach to resilience: Information Available on request
• Outage reporting: Email and text alerts

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Username or password
• Access restrictions in management interfaces and support channels: Only certain individuals are able to access support services when required.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • 2-factor authentication
  • Dedicated link (for example VPN)
  • Username or password

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: At least 12 months

Standards and certifications

• ISO/IEC 27001 certification: No
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• 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: No
• Security governance approach: We are Cyber Essentials Certified and closely follow and ISO standards
• Information security policies and processes: ITogether have our own Information Security Policy which can be provided upon request. This includes the reporting structure for any incidents.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: ITogether have a change management process document which we follow strictly to ensure that everyone is happy with the change before it is completed. The document allows us to track the changes through the lifetime of that specific change, and ensure that people are satisfied with any potential security impact.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: ITogether use a Vulnerability Management system to scan (daily) our systems to ensure that any vulnerabilities are dealt with on a daily basis. The system we use holds the most comprehensive list of vulnerabilities across the globe.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: ITogether use a Vulnerability management system which informs us of any identified vulnerabilities across our systems each day. We react to this on a daily basis and if any vulnerabilities are identified they are resolved as quickly as possible.
• Incident management type: Supplier-defined controls
• Incident management approach: If we discover and vulnerability it is resolved as quickly as possible. If an incident is reported to us, we would treat this as a P1, and aim to have the issue resolved within 4 hours. Users are able to report incidents to ITogether through the normal support process. A report is then generated as part of the service (if taken) detailing the incident and fix.

Secure development

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

Public sector networks

• Connection to public sector networks: No

Social Value

• Fighting climate change:

  Fighting climate change

  ITogether are committed to reducing our carbon footprint. We are achieving this through reducing the need for face to face meeting both internally and with clients. We have also adopted a flexible hybrid working platform for our staff to work from home, reducing drastically the amount of people commuting to and from the office.
• Covid-19 recovery:

  Covid-19 recovery

  ITogether aim to employ people from the local community. When we recruit we always begin by searching in our local area, as we believe in giving jobs to those who live around us.
• Tackling economic inequality:

  Tackling economic inequality

  ITogether provide training to all staff to ensure that they are as skilled as they can be and are proficient in all aspects of the products they're selling. This helps to reduce gaps in learning, and provides staff with the opportunity to learn different skills should they choose to.
• Equal opportunity:

  Equal opportunity

  As part of our Equal Opportunities Policy, ITogether do not discriminate when hiring. We actively promote the idea of representation amongst our workforce.
• Wellbeing:

  Wellbeing

  ITogether puts the wellbeing of its employees at the top of our agenda. With company days out and social events, as well as flexible working hours and times we provide our employees with the opportunity to have a good work life balance.

Pricing

• Price: £50 to £5,100 an instance a year
• 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 tim@itogether.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.