GAMMA NETWORK SOLUTIONS LIMITED

Cloud Telephony Platform - Horizon with Webex

Unified cloud communications platform combining calling, messaging, meetings and collaboration.
Enterprise‑grade UCaaS by Gamma with integrated Webex voice, video and analytics.

Features

• UCaaS on desktop, mobile or softphone with full calling
• Voice, video meetings and online collaboration in one app
• Omnichannel contact centre: webchat, email, messaging and voice
• Unified messaging with chat, spaces, file sharing and IM
• Inclusive monthly call plans with free UK minutes
• Cloud PBX VoIP with DDIs, voicemail and call control
• Integrates with Microsoft Teams, Dynamics CRM and Salesforce
• Unified presence with personal and shared meeting rooms
• Inbound call management with IVR, auto‑attendant and routing
• Call recording, reporting and analytics with online dashboards

Benefits

• Simple monthly budgeting with predictable, cost‑effective UCaaS pricing
• Flexible communication supporting mobile, remote and hybrid working
• Work anywhere on any device with seamless transitions
• Integrates cleanly with existing digital and collaboration platforms
• Modern replacement for ISDN, WLR and PSTN services
• Supports carbon reduction through sustainable, cloud‑based communications
• Reduces hardware dependency, energy use and operational waste
• Retain existing numbers for continuity and minimal disruption
• Resilient cloud platform with built‑in failover and DR
• Data‑driven decision making using call analytics and insights

• Education pricing available
• Free trial available

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

Framework

G-Cloud 15

Service ID

202583848866642

Contact

Public Sector Sales Team
0333 043 7330
bidteam@gamma.co.uk

About your service

• Service categories:

  Applications

  Collaborative

  • Team collaboration
• Multi cloud support: Yes

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: Horizon Contact
• Cloud deployment model:
  • Public cloud
  • Private cloud
  • Hybrid cloud
• Service constraints: As a VoIP service, calls to 999 may not be possible, during a service outage where the customer loses total connectivity for example, owing to a power outage or the failure of all data access. Horizon does not support the following: ISDN data calls IP handsets that have not been supplied by us The call recording service on Horizon is not currently PCI or FSA compliant. We do not support some fax and franking machines used with an ATA.
• System requirements:
  • A Horizon compatible data network (Confirm with Gamma)
  • Appropriately sized data access

User support

• Email or online ticketing support: Yes
• Support response times: Gamma's Service Desk is 24x7 and any emails or online tickets are handled as per the below SLA. General questions are classified as a severity 4 and have an update SLA of 48 hours. However, other severity classifications have a response time as per below: Severity 1 -30 min, Severity 2 -60 min, Severity 3 - 4 hours, Severity 4 -12 hours.
• 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: Yes, at extra cost
• Support levels: Gamma provides one level of support for all Horizon customers 24x7x365 - included free of charge as part of the service charge. The following service levels apply with target resolution times: Critical Fault - 60 mins, High - 4 hours, Medium - 12 hours, Low - 48 hours. Service availability is 99.95% for core service. Mean Average PESQ Score target of 4.1 for G.711 and 3.7 for G.729. We provide Service Desk and Account Management Teams. Support engineers answer the phones in the Gamma Service Desk and perform first stage fault analysis. If they are unable to resolve the incident will be escalated to Tier 2 and Tier 3 engineers.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: We offer extensive and tailored user training for Horizon and provide comprehensive user acceptance and handover documentation. We also supply a customer support manual for all contact points and escalations. We provide comprehensive administrator and user training for the Horizon product set. This is offered via our tutorial videos, onsite training (additional cost), webinar online training, user documentation and a full help section on the web portal. We also provide online and webinar training for our web-based billing and reporting tool. A named Customer Advocate and/or Customer Executive will also be assigned to your account to support you and a project manager where required. The onsite training is usually provided by the installers of the system.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
  • Other
• Other documentation formats:
  • .mpg
  • .doc
• End-of-contract data extraction: Our Customer Portal is a secure online space giving customers complete visibility of the assets that we manage for them. We offer a complete view of their estate, including telephone numbers (CLIs), the product related to that number and its geographical location. All invoices are in one place and kept for 12 months for historical billing information on the services you have taken. This information can be easily downloaded for extraction into excel.
• End-of-contract process: At the end of the contract the customer moves onto a rolling 30 day contract on our standard rates. Through our online billing and reporting portal, customer can get their asset list, including numbers that can be ported away and details of the services they currently take with us. This will be provided at no additional cost. It is up to the new provider to port the numbers away.
• Documentation accessibility standard: None or don’t know
• How the documentation is accessible: Language used and document structure simple and easy to follow, any images used are described in the text.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Other
• Application to install: Yes
• Compatible operating systems:
  • Android
  • IOS
  • MacOS
  • Windows
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: We have a bolt on App (see pricing sheet) that can be added as an option to Horizon. Upon successful download from the relevant app store onto the desktop, the user is able to log in to access a subset of Horizon functionality. The mobile soft client app allows a user to make and receive calls on a mobile device, as well as accessing key settings for their service. It provides all the same functionality as the desktop soft client, with the exception of Click to Call.
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: Horizon provides a secure web portal - a simple, easy to use management system that allows the following tasks to be undertaken: • Site Management–control site numbers & Schedules, Music on Hold, & Call Barring • User Management–create/edit users & assign devices, telephone numbers, set call barring & optional services • Group Management–manage IVR, ACDs & Hunt Groups • Call Recording Management–call recording & manage storage • Security–manage username & passwords including softclients. Statistical information across the estate for inbound & outbound calls can also be accessed. Individual users also have access to a portal to manage their settings
• Accessibility standards: None or don’t know
• Description of accessibility: Standard web-browser access with standard accessibility options associated with those web-browsers.
• Accessibility testing: We are interface testing at present.
• API: No
• Customisation available: Yes
• Description of customisation: There is an extensive list of customisable features and functions on Horizon (available on request). The service offers a range of clever features and an emphasis on control and administration through the web. For administrators, you can quickly configure the system according to your organisation’s changing requirements, whilst individual users can manage their calls easily and effectively. Users can implement a wide range of features via the web portal, either at a company, site, or User level giving full and easy control of an entire telephony environment, even over multiple sites.

Scaling

• Independence of resources: We undertake a monthly Capacity Planning Forum whereby the utilisation of every network component is reviewed against planning rules and sales forecast to ensure that we have sufficient capacity and overhead to manage our customer's requirements. Additionally there is weekly planning review on capacity management adjustments. Each Horizon customer's resource requirements are taken into account and sufficient network is allocated to them. We also manage our network to spread traffic during very busy periods.

Analytics

• Service usage metrics: Yes
• Metrics types: The Horizon service provides a range of online call reporting on a per number basis. Full summary reports are provided; how many calls are getting through, where are my customers located, what are my call trends, when are my busy times. Detailed call analysis is available via the advanced statistics package.
• Reporting types:
  • Real-time dashboards
  • Regular reports
  • Reports on request
• Resource tagging: No
• FOCUS resource tagging: No

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: 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: Yes
• Datacentre security standards: Complies with a recognised standard (for example CSA CCM version 4.0)
• Penetration testing frequency: At least once a year
• Penetration testing approach: ‘IT Health Check’ performed by a CHECK service provider
• Protecting data at rest: Encryption of all physical media
• Data sanitisation process: Yes
• Equipment disposal approach: A third-party destruction service
• Data sanitisation type: Deleted data can’t be directly accessed / Cryptographic Erasure

Data importing and exporting

• Data export approach: Our Web Portal allows users access to their associated number ranges. Typically users will extract their applicable data in Excel or CSV format.
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • Excel
  • PDF
• Data import formats:
  • CSV
  • Other
• Other data import formats: Excel

Data-in-transit protection

• Data protection between buyer and supplier networks: Private network or public sector network
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • Legacy SSL and TLS (under version 1.2)

Availability and resilience

• Guaranteed availability: Horizon service availability is calculated as: Total number of minutes in the measurement period – Unplanned Downtime x 100 / Total number of minutes in the measurement period. Note: If a Service is partially available then the Unplanned Downtime shall be calculated in equal proportion i.e. if a service is 50% available then the unplanned downtime will be calculated as 50% x elapsed period of the incident. Availability Measurement Period: 1 Calendar month Target Service availability for Horizon is: Horizon Graphical User Interface (GUI) is 99.9%. Horizon user subscriptions is 99.5%. Horizon Auto Attendant, Call Recording, and Unified Messaging subscriptions - 99%. Mean Average PESQ Score target of 4.1 for G.711 and 3.7 for G.729. Not included: - Outages which are deemed by us to be the result of matters outside of direct control - Planned or emergency maintenance - User error. Notes:Core functions are Gamma Switching infrastructure, transmission equipment and core network, the service that supports call routing and termination. Non-Core functions include Gamma Support Systems, access to any relevant portals and feature based services such as Call Plans, Call diverts, Auto Attendant, Call Recording, and Unified Messaging
• Approach to resilience: We hold ISO 22301:2012 Business Continuity Management accreditation. As this information is sensitive, further specific information is available on request.
• Outage reporting: A public network status dashboard, Email alerts, Portal alerts, Text messages to opted in mobile numbers, Service desk verbal communication

Identity and authentication

• User authentication needed: Yes
• User authentication: Username or password
• Access restrictions in management interfaces and support channels: Customer administrators can set permissions for other users to give them access to certain areas of the portal. They are able to restrict access to certain areas of the management and support interfaces.
• Access restriction testing frequency: At least once a year
• Management access authentication: 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: 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: At least 12 months

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
• Information security policies and processes: Gamma has deployed an Information Security Management System Manual (ISMS) which meets and is certified to ISO 27001:2013, Cyber Essentials and Cyber Essentials Plus. It is supported by numerous policies and processes including but not limited to the following: Information Security Policy, Information Security Incident Policy, Acceptable use policy, Access Control Procedure Backup Plan, Business Continuity Plan, Confidential Data Policy, Data Protection Policy. The Reporting structure is from employees or customers to the Information Security Manager to the Information security Forum which is attended by several Directors and heads of departments. The Information Security Forum meets monthly to review all security incidents and events and corrective actions are agreed and tracked at this forum. To raise awareness, Gamma uses a computer based training platform for Security Awareness which is repeated annually. Line Managers have a responsibility to ensure their staff are aware of and follow these policies.
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Configuration and change management approach: Change Control Process covers changes made to operational systems, to mitigate the risks and impacts that any change has and ensures good communication at all stages. Change Management ensures changes to core infrastructure and services are performed and implemented correctly. Best practice guidance, aligned to ITIL (OGC), recommends that the starting point for any change should be a review of generic questions or the ‘seven Rs’. A risk and impact assessment is carried out for each change this involves detailing the assets under change. The Change Advisory Board (CAB) has a representative from each impacted business area.
• Vulnerability management type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Vulnerability management approach: We use failure mode effects analysis process, conducting regular, systematic assessments of vulnerabilities to determine the necessity of safeguards, countermeasures and controls, monitoring for changes to maintain an acceptable level of risk. Includes identifying key information assets and subjecting them to specific risk assessments, assessing exposure to a list of common threats and vulnerabilities, maintaining risk registers, implementing technical, policy, business continuity and management initiatives; Each patch is assessed and deployed accordingly: High - Urgently. Medium - ASAP. Low - as time permits. Gamma utilise many Vendor sources and industry RSS feeds, CERT, Ubuntu and Debian. Member of CiSP.
• Protective monitoring type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Protective monitoring approach: Gamma utilises GPG 13 guidance. Gamma has built a Security Information & Event Management Solution (SIEM) to identify potential compromises. If a compromise is found it is investigated. A Security Incident is raised to track the investigation, root cause and solutions if required to rectify or improve the situation. We respond to incidents as close to real time as practicable.
• Incident management type: Complies with a recognised standard, for example, CSA CCM v4.0 or ISO/IEC 27035:2011 or SSAE-18 / ISAE 3402
• Incident management approach: Gamma has an Incident Management process which has numerous pre-defined sub groups of staff designated for particular products or scenarios. It can be initiated by any member of staff and is managed by the 24/7 Network Operations Centre (NOC). Any incident is reported by the customer to the Service Desk, it is recorded in a customer relationship management tool (CRM) and an Incident report is produced after root cause analysis has taken place. Any Incident reports are made available to end users via pdf.
• Post-quantum cryptography secure: Yes

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 v4.0)

Public sector networks

• Connection to public sector networks: Yes
• Connected networks:
  • Joint Academic Network (JANET)
  • Health and Social Care Network (HSCN)

Pricing

• Discount for educational organisations: Yes
• Free trial available: Yes
• Description of free trial: Please contact Gamma - we have various free options available dependent on requirements.
• Link to free trial: N/A

Discount percentage by annual call-off contract value (excluding VAT)

• Less than £250,000: 0%
• Between £250,000 and £500,000: 2%
• Between £500,001 and £1,000,000: 5%
• Between £1,000,001 and £2,500,000: 10%
• Between £2,500,001 and £5,000,000: 12.5%
• Over £5,000,001: 15%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Alcumus ISOQAR
• ISO/IEC 27001 accreditation date: Wednesday 2 July 2025
• What the ISO/IEC 27001 doesn’t cover: N/A
• ISO 28000:2022 certification: No
• ISO 9001 certification: Yes
• Who accredited the ISO 9001 certification: Alcumus ISOQAR
• ISO 9001 accreditation date: Monday 17 June 2024
• What the ISO 9001 doesn’t cover: N/A
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: Yes
• Who accredited the PCI DSS certification: A-LIGN
• PCI DSS accreditation date: Friday 12 September 2025
• What the PCI DSS doesn’t cover: N/A
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: C4531076-493b-4813-a761-c80d933ad97c
• Cyber essentials plus: Yes
• Please provide your Cyber Essentials Plus Certificate Number: 4f2547da-4b2d-4057-bfd9-b6553ac0faee
• Other security certifications: Yes
• Any other security certifications:
  • ISO22301
  • CREST SOC

Social value

• Section B - Commitment for Future: Delivery:

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 1: Fair work: That offers fair wages and good working conditions. Help people get a job, stay in work, and progress in their careers, with good employment opportunities across the country. Notes: Where there is a large proportion of labour costs in the contract, commercial teams should consider MAC in Outcome 1 as a priority

    • Providing opportunities for, and measuring and monitoring of, staff workforce conditions over time, including employee engagement, involvement in decision-making and satisfaction and adapting to any changes in the results, with clear processes for acting on issues identified
    • Monitoring of employee engagement rates (by protected characteristic) and, where necessary, the development of actions to ensure all voices are heard across the diversity of the workforce
    • Activities that support an environment where staff are educated about, and feel empowered to, address their physical wellbeing
    • Activities that support an environment where staff are educated about and feel empowered to report and address bullying and harassment
    • Payment of more than the National Minimum Wage or National Living Wage (as appropriate) to the contract workforce
    • Volunteering opportunities for staff
    • Understanding of the modern slavery risks and issues affecting the market, industry, sector or country (of origin or of source) relevant to the contract, and the workforce in the supplier’s own organisation and those of its key subcontractors

  • Mission: Make Britain a clean energy superpower: To cut bills, create jobs and deliver security with cheaper, zero-carbon electricity by 2030, accelerating to net zero

    Policy Outcome 4: Sustainable procurement practices: Reducing carbon footprints, minimising waste, and promoting the use of clean energy and green technologies.

    • Understanding of opportunities for additional environmental benefits delivery in the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
    • Delivery of additional environmental benefits through the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
    • Understanding of how to influence staff, suppliers, customers, communities and/or any other appropriate stakeholders through the delivery of the contract to support climate and nature protection and improvement

  • Mission: Break down barriers to opportunity: By reforming our childcare and education systems, to make sure there is no class ceiling on the ambitions of young people in Britain

    Policy Outcome 6: Employment and training: For those who face barriers to employment

    • Other measures to provide equality of opportunity for disabled people and those with health conditions into employment, including becoming a Disability Confident employer and inclusion of supported businesses in the contract supply chain

  • Mission: Build an NHS fit for the future: That is there when people need it; with fewer lives lost to the biggest killers; in a fairer Britain, where everyone lives well for longer.

    Policy Outcome 8: Increasing productivity through physical and mental wellbeing: In the supply chain and communities in the relevant area.

    • Understanding of issues relating to health and wellbeing, including physical and mental health, in the contract workforce

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