CDW Limited

CDW Zoom Video Communications

Zoom helps people stay connected so they can get more done together. We bring innovation to a wide variety of customers with our easy, reliable and secure cloud platform for video and audio conferencing, collaboration, chat, and webinars across mobile devices, desktops, telephones, and room systems.

Features

  • Easy, reliable and secure Unified Communications platform in the cloud
  • Simplified video conferencing and messaging across any device
  • Feature-rich cloud phone system for businesses of all sizes
  • Reliable and secure webinars that scale to 50,000 people
  • Instant Messaging tool designed to streamline communications between users
  • Affordable and user-friendly video conferencing rooms
  • Powerful, all-in-one platform to create virtual events and experiences
  • Developer platform enables users to easily build apps and integrations
  • Existing library of over 1,000 apps and integrations

Benefits

  • Single unified communication platform built for the cloud
  • Single admin console to ensure fast deployment/scalability
  • Affordable, with predictable subscription pricing and clear licensing
  • Frequent updates - hundreds every year
  • An easy and intuitive user experience for fast adoption
  • Easy administration with powerful user reporting and dashboard
  • Development releases can be managed through MSI
  • Dedicated Customer Success Manager for deployment and ongoing support
  • Technical support available 24/7

Pricing

£20 a licence

Service documents

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

Framework

G-Cloud 13

Service ID

1 8 1 6 0 5 6 0 4 9 8 1 6 0 1

Contact

CDW Limited Andy Wood
Telephone: 0161 837 7744
Email: tenders@uk.cdw.com

Service scope

Software add-on or extension
No
Cloud deployment model
Public cloud
Service constraints
None
System requirements
  • An internet connection
  • Speakers and a microphone
  • A webcam or HD webcam
  • https://support.zoom.us/hc/en-us/articles/201362023-Zoom-system-requirements-Windows-macOS-Linux

User support

Email or online ticketing support
Email or online ticketing
Support response times
Support Hours are 24 x 7, including Public Holidays, where agents or technical engineers are available for email or live support.

Target Response Time for a Support Ticket will be the time (a) commencing when Zoom receives a proper Support Ticket from Customer and (b) ending when customer receives notification that the Support Ticket has been logged. For Pro, Business, API or Education plan subscribers this will be:
Priority 1 - Urgent: 1 Hour
Priority 2 - High: 4 Hours
Priority 3 - Normal: 24 Hours
Priority 4 - Low: 24 Hours

https://support.zoom.us/hc/en-us/articles/201362003-Zoom-technical-support
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
Web chat
Web chat support availability
24 hours, 7 days a week
Web chat support accessibility standard
WCAG 2.1 AA or EN 301 549
Web chat accessibility testing
Not applicable.
Onsite support
No
Support levels
Zoom provides support through the Customer Success Manager (CSM) group. The CSM group is responsible for on-boarding new clients, training users and identifying any additional resources necessary for customer success and happiness. Zoom also provides free access to training and support videos on the zoom.us website. For larger Zoom clients, a dedicated CSM will be assigned and engage engineering resources to support any technical requirements.
Support available to third parties
Yes

Onboarding and offboarding

Getting started
"Customers are assigned a Customer Success Manager who is responsible for assisting with user training, adoption and problem resolution. The CSM is assigned for the life of the account.

Extensive self-support for all users is also available via our online help center and the Zoom Learning Centre:

https://support.zoom.us/hc/en-us
https://learning.zoom.us/"
Service documentation
No
End-of-contract data extraction
"Upon contract termination, Zoom deactivates all user IDs related to the customer account and any saved data is deleted. Therefore, the customer will have to download any recorded meetings prior to their termination date by visiting their online user profile, navigating to their recordings and downloading selected recordings to an alternate source.

Zoom has a data retention standard that details how data is deleted when a customer terminates service (i.e., purged on day 31). Furthermore, our Data Protection Standard states how Zoom must sanitise media. Zoom has a process for records retention to ensure that Personal Information is retained for no longer than necessary to fulfill the obligations or meet legal retention requirements."
End-of-contract process
"Upon termination of the customer's contract, Zoom will deactivate all user IDs associated to that billing account and delete any saved recordings.

Zoom has a data retention standard that details how data is deleted when a customer terminates service (i.e., purged on day 31). Furthermore, our Data Protection Standard states how Zoom must sanitise media. Zoom has a process for records retention to ensure that Personal Information is retained for no longer than necessary to fulfill the obligations or meet legal retention requirements."

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
  • Linux or Unix
  • MacOS
  • Windows
  • Other
Designed for use on mobile devices
Yes
Differences between the mobile and desktop service
Zoom's desktop and mobile clients offer largely the same functionality and experience. The small number of differences are detailed at the following link:
https://support.zoom.us/hc/en-us/articles/360027397692-Desktop-client-mobile-app-web-client-and-PWA-comparison
Service interface
No
User support accessibility
WCAG 2.1 AA or EN 301 549
API
Yes
What users can and can't do using the API
"The Zoom API provides the ability for developers to easily add Video, Voice and Screen Sharing to your application. Our API is a server-side implementation designed around REST, it does not support cross-origin resource sharing or access via a client-side web application.

The Zoom API helps manage the pre-meeting experience such as creating, editing and deleting resources like users, meetings and webinars. It also provides access to post-meeting information for tasks such as reporting and analytics. It does not provide access to the in-meeting experience such as current attendee list, who is current speaker or ability to mute participants; if you seek these features please have a look at our SDKs.

Zoom API allows you to manage:
Users
Meetings
Reports
Groups
IM Groups
Cloud Recordings (Business and Education)
Webinars
Sub-Accounts"
API documentation
Yes
API documentation formats
Other
API sandbox or test environment
Yes
Customisation available
Yes
Description of customisation
Using Zoom APIs, you can customise your experience by building your own web portal to front end Zoom services and present as a login point to your end users.

Scaling

Independence of resources
Zoom’s unique architecture allows us to quickly and easily scale to meet demand. We maintain 50% excess capacity in all aspects of our infrastructure to accommodate growing business, healthcare, and education needs and to meet peak usage requirements. Our proven infrastructure supports billions of meeting minutes a month and our architecture is built to handle growing levels of activity, as our unified communications platform is architected from the ground up to address the most technologically difficult aspect of communications: video. Our modern cloud architecture gives our platform its trademark reliability, quality, and scalability.

Analytics

Service usage metrics
Yes
Metrics types
"The Zoom Dashboard allows administrators on the account to view information ranging from overall usage to live data relating to Zoom solutions. This data can be used to analyse issues that may have occurred as well better understand how users are holding meetings within your company.

The dashboard can report on Zoom Meetings, Zoom Rooms, Zoom Phone, Zoom Webinar, CRC Ports and CSV downloads."
Reporting types
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

Supplier type
Reseller providing extra support
Organisation whose services are being resold
Zoom

Staff security

Staff security clearance
Other security clearance
Government security clearance
None

Asset protection

Knowledge of data storage and processing locations
Yes
Data storage and processing locations
  • European Economic Area (EEA)
  • Other locations
User control over data storage and processing locations
Yes
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
Another external penetration testing organisation
Protecting data at rest
Physical access control, complying with SSAE-16 / ISAE 3402
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
You can export a CSV file with recording details, including the host's email, Meeting ID, Meeting Topic, start date and time, and file size. Recordings can be exported in MP4, MP3 and VTT formats.
Data export formats
  • CSV
  • Other
Other data export formats
  • MP4
  • MP3
  • VTT
Data import formats
  • CSV
  • Other
Other data import formats
SAML

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)
  • Other
Other protection between networks
"Zoom’s communications infrastructure for real-time video, audio, and data communications resides on Zoom dedicated servers, which are housed in SSAE 16 SOC2 compliant data centers.

Zoom sessions are completely temporary and operate analogously to the popular mobile conversation over the public mobile network.

Zoom can encrypt all presentation content at the application layer using the Advanced Encryption Standard (AES) 256-bit algorithm.

Zoom can secure all session content by encrypting the communications channel between the Zoom client and the multimedia router using a 256-bit Transport Layer Security (TLS) encryption tunnel."
Data protection within supplier network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Legacy SSL and TLS (under version 1.2)
  • Other
Other protection within supplier network
Zoom adheres to OWASP standards for internal security process.

Availability and resilience

Guaranteed availability
SLAs are addressed in Zoom's Master Services Agreement (MSA) and may include 99.9% uptime, excluding excused downtime (maintenance).
Approach to resilience
Zoom web services leverage AWS high availability infrastructure with multi-region configuration operating in Active/Standby mode. For realtime communications, Zoom leverages multiple Tier 1 data centers running in Active/Active mode.
Outage reporting
Zoom posts any general incident announcement and other announcements including scheduled maintenance, outages, updates, through our status page at status.zoom.us. For incidents affecting a specific customer, Zoom will notify the account owner and administrator(s) through email or as specified in fully executed agreement.

Identity and authentication

User authentication needed
Yes
User authentication
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
Access restrictions in management interfaces and support channels
Management interfaces are accessed via user name and password derived from integration via SSO or user name and password stored in a salted hash. Interfaces are accessed based upon role based access control (RBAC).
Access restriction testing frequency
At least every 6 months
Management access authentication
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)
  • 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
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
Schellman & Company, LLC
ISO/IEC 27001 accreditation date
06/12/2021
What the ISO/IEC 27001 doesn’t cover
Not applicable.
ISO 28000:2007 certification
No
CSA STAR certification
Yes
CSA STAR accreditation date
23/01/2017
CSA STAR certification level
Level 1: CSA STAR Self-Assessment
What the CSA STAR doesn’t cover
Not applicable.
PCI certification
Yes
Who accredited the PCI DSS certification
Trustwave
PCI DSS accreditation date
31/01/2013
What the PCI DSS doesn’t cover
Not applicable.
Cyber essentials
Yes
Cyber essentials plus
Yes
Other security certifications
Yes
Any other security certifications
  • SOC2 Type 2
  • TRUSTe

Security governance

Named board-level person responsible for service security
Yes
Security governance certified
Yes
Security governance standards
  • ISO/IEC 27001
  • Other
Other security governance standards
Cyber Essentials, Cyber Essentials Plus, SOC2 Type 2, GDPR, TRUSTe Certified Privacy
Information security policies and processes
Zoom's security policies are derived from ISO 27001 framework.

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
"Change triggers for unique processes and controls are: Code, Database, Infrastructure, Data.

Weekly meetings held to request changes that need to be performed during maintenance windows. Change requests are presented, validated, and scheduled. Changes are approved by the Change Manager. Implementation in production should not be by the same individual who developed the change. When staffing levels do not permit this separation, management oversight and approval of the change and testing process ensure appropriate processes are followed. Dev and test environments are physically and logically segregated from production. No customer data is used in testing."
Vulnerability management type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach
"Zoom has a formal Vulnerability Management Plan in place. Zoom performs monthly vulnerability and web application scanning using an external party (Qualys). Scan reports are reviewed by our Security and technical teams and discussed with the engineering and development teams. Validated findings are tracked in our JIRA system throughout remediation.

Zoom has a monthly patch cadence. Zoom will patch all applications, workstations, and servers (virtual or physical) with all current operating system, database, and application patches deployed in our computing environment according to a schedule predicated on the criticality of the patch. Maintenance/patching typically will have no service downtime."
Protective monitoring type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach
"We have monthly vulnerability and web application scan. Findings are reviewed and validated by our technical and engineering team. Vulnerability rated on severity level and tracked using our JIRA system. Vulnerability fixes are release from our engineering team and follow our formal change management process for deployment to production. Zoom also has DDoS monitoring and Managed service in place. Affected traffic are diverted and filtered through a scrubbing centre.

Zoom responds to incidents as defined within our SOC2 report available upon execution of a mutual NDA."
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
Zoom communicates the incident response policy to internal and external users and instructs users to contact their supervisor and the information security representative if they become aware of a possible security breach. When a potential security incident is detected, a defined incident management process is initiated by authorised personnel. Incidents are tracked through the tracking application, which includes the corrective actions implemented in accordance with the defined policies and procedures.

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

Fighting climate change

Fighting climate change

"Zoom believes in caring for our environment. As COVID-19 forced our employees around the world to quickly adapt to working remotely, we took the opportunity to reimagine our real estate needs with an emphasis on safety and sustainability. We estimate that by enabling millions of users to work from home during the pandemic, our platform helped our customers reduce their CO2 emissions by more than 55 million metric tonnes in 2020 - roughly equal to taking 11 million cars off the road. Our sustainability programme is also designed to achieve a direct positive impact on the environment and considers a range of workplace initiatives to mitigate climate change and address other pressing environmental issues. We are looking further at our global operational footprint to identify areas for sustainability and engaging our employees in sustainability initiatives, such as energy conservation and waste reduction.

In 2020, we launched Zoom Cares - our company’s ambitious endeavour to create a future where all people and the environment are cared for. As part of this we have a comprehensive sustainability programme, which is designed to minimise our impact on the environment, looking at everything from how we manage our facilities to how we lessen the effects of climate change in our community. Our sustainability program is also designed to consider a range of workplace initiatives to mitigate climate change and address other pressing environmental issues.

Our latest Impact Report can be found at the following link:

https://explore.zoom.us/docs/en-us/zoomcares.html
"
Covid-19 recovery

Covid-19 recovery

"During the COVID-19 pandemic, we provided our education services to over 125,000 education domains in 25 countries for free to help students stay connected safely to continue learning. We also provided training and resources to help more than 35,000 educators to teach remotely on Zoom during the pandemic with the Zoom Summer Academy, which brought together educators and administrators from all across the world together to hone their skills, discuss pedagogical applications of hybrid learning best practices, and envision the future of higher education. We are proud of the way people turned to us during the pandemic, but this was an acceleration of changes already underway - a decade’s transformation took place in 12 months.

Working patterns have now evolved, and many of those changes are here to stay. Businesses and individuals have experienced the benefits of a more flexible approach to work, with 79% of people who were required to work from home during the pandemic wanting to continue to do so in some form. Hybrid working has the potential to spread prosperity across the UK, boost local high streets, and regenerate local areas. By the end of 2020, 5% of the population - around 2.5 million people - said they had moved because of the pandemic, with another 5.5 million saying they planned to do so or were considering it.

The shift of workers away from urban centres has distributed demand for local services, supporting local economies and helping businesses in every region to grow and thrive. Hybrid working also gives employers access to a much larger applicant pool, allowing them to hire the best talent, regardless of their location, and is welcomed by two thirds of women who think being able to work from home will help them progress in their career.
"
Tackling economic inequality

Tackling economic inequality

"Our philanthropic program, Zoom Cares, strives to make a positive impact on our local and global communities by leveraging charitable funding, technology, our passionate employees, policy advocacy, and our voice to support education and social equity.

Our latest Impact Report can be found at the following link and details our community-centred grant making approach helps guide our philanthropic efforts. This involves listening and working directly with community leaders with a deep understanding of the issues impacting their stakeholders. Our goal has been to distribute resources in the way these leaders have asked us to - with them as an integral part of the decision-making process.

https://explore.zoom.us/docs/en-us/zoomcares.html
"
Equal opportunity

Equal opportunity

"To make sure that our products and culture continue to incorporate everyone's perspectives and experience we never discriminate on the basis of race, religion, national origin, gender identity or expression, sexual orientation, age, or marital, veteran, or disability status. Zoom is proud to be an equal opportunity workplace and is an affirmative action employer.

To see additional information, please read about our approach to diversity, equity and inclusion at the Zoom Careers page at the following link:

https://careers.zoom.us/home

In addition, at Zoom we also strive to ensure that people of all abilities can meet and collaborate with one another by taking into consideration the wide range of hearing, vision, mobility, and cognitive abilities. We ensure that accessibility considerations are not just nice-to-haves, but requirements in our development process; and our accessibility team collaborates with the product and engineering teams at every stage of the release process. We believe that video conferencing can improve accessibility, and a survey of 7,689 people worldwide, carried out by Qualtrics Research, found that 75% of people in the UK agree that video calling gives everyone an opportunity to participate.

Our accessibility features are available to all Zoom users. These include the option to customise font sizes, add manual closed captioning, keyboard shortcuts, screen reader support, and automatic transcript generation - making it easy to search and review written records of meetings which are recorded in the cloud. To ensure our products are as inclusive as possible, we regularly gather feedback to identify areas where there is a mismatch between our products and our users' abilities.
"
Wellbeing

Wellbeing

"We take great pride in providing our employees a fun yet productive culture, an open work environment, and highly competitive workplace benefits. Our Happy Crew, comprised of nearly 200 volunteer employees, is dedicated to promoting Zoom’s core values of care and happiness and creating long-lasting bonds among employees across the organization.

We are also equally committed to making diversity, equity and inclusion central to Zoom’s culture and organisation as it is a critical embodiment of our core value of care. In our workplace, we launched our Zoom Talks initiative which included a nine-part series entitled Race in the Workplace, to foster an open space for our employees to learn more about each other's unique backgrounds. In addition, we also launched our inaugural Employee Resource Group (ERG) program with a focus on Black, Latinx, Women's, Veterans, and LGBTQ+ communities. Our value of care is the foundation for the empathy and vulnerability needed to drive a meaningful diversity, equity and inclusion effort. This is everyone’s responsibility, and we strive to make Zoom an innovator in this area to build a stronger platform, culture, and community.

We are thrilled that our employees have previously recognised our efforts and named Zoom among the winners of Glassdoor’s Employees’ Choice Awards honouring the Best Places to Work in 2021.

Learn more about life at Zoom here:

https://blog.zoom.us/category/life-at-zoom
"

Pricing

Price
£20 a licence
Discount for educational organisations
Yes
Free trial available
Yes
Description of free trial
Zoom provides a free Basic license that includes some of the features and functionalities of paid user licenses with a 40-minute meeting limitation, no access to cloud recording or polling. For further information please see the following link:

https://zoom.us/pricing
Link to free trial
https://zoom.us/signup

Service documents

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