RYDAL COMMUNICATIONS LTD

Curo IP VoIP Telephony Services

Easy to use VoIP Telephony solution. Our desktop & mobile unified communications applications allow staff collaboration, wherever they are. Including IP Phone integration, Softphone, Messaging, Conferencing, CRM Integration, Faxing, File transfer and much more. All CURO IP features are packaged within a single elegant application interface delivering great user experience.

Features

• Anytime, anywhere collaboration via conference bridges, voice and video calls
• Voicemail to email/transcription
• Online admin portal for easy configuration, roles and permissions
• Call recording and monitoring
• Flexible endpoints, from deskphones to dedicated smartphone and desktop apps
• Keep existing phone numbers, or choose new local/non-geographic numbers
• CRM integration
• Self Care Service
• Fully customisable call routing, IVR menus, auto-attendants and call handling
• Office on the move with Mobile App, Desktop/Laptop App, DeskPhone

Benefits

• Create bespoke call routes to multiple devices or locations
• Fully scalable solution - Easily add numbers, extensions and users
• Increase workforce productivity, agility and efficiency
• Enhance caller satisfaction through ability to contact anytime multiple devices
• Empowers distributed workforces and easily facilitates remote and home working
• Competitive call costs, with better than landline call quality
• Reduces costs substantially, enabling increased savings
• Knowledgeable experts on-hand for support and advice
• Have a more efficient and productive communications systems
• A more energy efficient way of working minimising hardware usage

£7.95 a user a month

• 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 n.nania@rydal-group.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

203927249360177

Contact

Neville Nania
01733511116
n.nania@rydal-group.co.uk

Service scope

• Service constraints: No
• System requirements:
  • Data Connectivity / Internet Access.
  • A VoIP compatible device eg. Deskphone, smart phone, or laptop/desktop.

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Our Support opening times between 9am and 6pm Monday to Friday UK time, with calls answered in an average of <60 seconds and under 2 hours estimate for ticket responses.; ; Additional hours can be provided on request
• 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: Our Network Centre is continually monitored 24/7 ; ; Telephone support is available between 9am and 5.30pm Monday to Friday UK time, and average call answer times are within 60 seconds.; ; There are different levels of support available depending on the type of technical requirement. The call will be directed to the right level of support and you will be allocated a unique reference number; ; Escalation support is available 24/7, 7 days a week If needed depending on service level you are on.; ; Email support is available via direct email to the support desk where you will be allocated a ticket reference automatically; ; On-site support is available on request and at an extra cost.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: At the start of the on boarding process you will be allocated a Installation manager who will project manage all parties to ensure a smooth start to your experience. ; ; Users benefit from the assistance of our Support team throughout our working hours to plan, design and implement their new phone system. Unlimited ongoing support is provided following the transition.; ; The Buyer will be assigned an account manager that will work with them throughout the design and implementation process. Once the contract begins the Buyer will have immediate access to Dashboard but will be able to contact the account manager directly for any queries.; ; Handsets can be purchased pre-configured for plug-and-play functionality.; ; Rydal Communications Limited will provide detailed training via a TEAMs video conference or on site depending on requirements.; ; Our support team are on hand 9am-5.30pm Mon to Fri to help with any queries that you may have, either via email or phone.; ; We ensure that full support and user documentation is provided post training or beforehand If required.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: The customer can export detailed CSV files of User and Number configurations, in addition to full call history and call recordings.; ; In conjunction with our billing team, we will endeavor to provide all billing Information for the duration of the contract of services taken.
• End-of-contract process: At the end of the contract period, the customer will be free to renew their services with Rydal Communications. However, If the decision is to move away, then Rydal Communications will work with the customer to facilitate the move away, such as with outbound number transfers, and arranging access to any relevant data that is needed to set up with the new provider.

Using the service

• Web browser interface: Yes
• Using the web interface: User can add new users and extensions, reset password, update user name, change call routing and group, permissions can be controlled on per user basis.
• Web interface accessibility standard: None or don’t know
• How the web interface is accessible: Web interface is accessable from any authorised IP address and has MFA login authentication.
• Web interface accessibility testing: Testing has been done. Details will be made available
• API: Yes
• What users can and can't do using the API: Users are able to have an API. Information can be provided on request
• API automation tools: Chef
• API documentation: Yes
• API documentation formats:
  • HTML
  • PDF
• Command line interface: Yes
• Command line interface compatibility: Linux or Unix
• Using the command line interface: On request through the support desk who will go through options

Scaling

• Scaling available: Yes
• Scaling type: Manual
• Independence of resources: Rydal Communications Limited will agree a set of SLA's with each Customer as part of the on boarding process.
• Usage notifications: Yes
• Usage reporting: Email

Analytics

• Infrastructure or application metrics: No

Resellers

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

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: In-house
• Protecting data at rest: Physical access control, complying with CSA CCM v3.0
• Data sanitisation process: No
• Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v.30, CAS (Sanitisation) or ISO/IEC 27001

Backup and recovery

• Backup and recovery: Yes
• What’s backed up:
  • System call data
  • Database
  • System Configuration
  • A complete System back up
• Backup controls: Control by central administrator
• Datacentre setup: Multiple datacentres with disaster recovery
• Scheduling backups: Supplier controls the whole backup schedule
• Backup recovery: Users contact the support team

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: Subject to Customer’s valid submission of a Total Service Outage Credit request and other conditions, if a reported Service Availability for any calendar month is below 99.93%, Rydal Communications will issue a credit in accordance with the following schedule:; ; Total Service Outage Amount of credit as a % of monthly fee for affected Service; ; Between 30 and 35 minutes - 5%; Between 35 and 70 minutes - 10%; Between 70 and 180 minutes - 20%; Between 180 and 360 minutes - 40%; More than 360 minutes - 60%
• Approach to resilience: Available on request
• Outage reporting: Reason for outage (RFO) sent via email alerts

Identity and authentication

• User authentication:
  • 2-factor authentication
  • Username or password
• Access restrictions in management interfaces and support channels: Any access to the management portal is dependent on the level requested. ; ; Users will be provided with a username and password (you manage) for login purposes. After a period of login If no activity the session will close down and interface dropped.; ; If more than a predetermined amount of logins are tried without success the user will have the session terminated and security measures will be implemented to confirm identity.
• Access restriction testing frequency: At least once a year
• Management access authentication: Username or password
• Devices users manage the service through: Directly from any device which may also be used for normal business (for example web browsing or viewing external email)

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

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: CQS (Certified Quality Systems) Limited. Accrediting July 2020 of accreditation
• ISO/IEC 27001 accreditation date: July 2020. See above
• What the ISO/IEC 27001 doesn’t cover: All aspects of ISO27001 will be covered on audit for accreditation July 2020
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: No
• Other security certifications: Yes
• Any other security certifications:
  • ISO 9001 Quality
  • ISO 27001 Security

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: ISO 27001 and ISO 9001; ; This is regularly reviewed by the support security team.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Change Management in Rydal will be adhered through the lifetime of the service. Depending on the services provided you will be allocated with an account manager. That person will manage any requests. ; ; A change record has to be created and approved by Board which has to adhere to our Change Management Policy. The change request once submitted and will detail the change being made, impact to the business, a security impact assessment, and a full backout plan. Without any of this information the change will not be accepted.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: The network operations centre perform regular tests identify any internal or external vulnerabilities.; ; Based upon the reports from our these tests, steps are taken to ensure we remain secure. The network operations person will take the results and where necessary depending on any threat will prioritize high, medium and low risk with time limits for and drive drive activity to resolve any vulnerability.; ; Systems and communications are in place to ensure awareness Information is obtained and delivered to keep abreast of any threat.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Our network operations centre set up alerts for any potential compromises and the network operations centre will be notified. ; ; Any potential compromises are investigated internally and brought to resolution.; ; Any compromises that arise are dealt with immediately and resolved.
• Incident management type: Supplier-defined controls
• Incident management approach: Rydal Communications have a Technical Helpdesk and manage all incidents that may occur. A ticket is raised which is communicated back to the customer. ; ; Incidents can be reported via email or call. ; ; As requested Rydal can provide a report on the incident via email ; ; Rydal will ensure that we keep all incidents and reports on file for historic analysis and trends should they arise to enable the helpdesk to be as proactive as possible on minimizing interruption to service.

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)

Separation between users

• Virtualisation technology used to keep applications and users sharing the same infrastructure apart: Yes
• Who implements virtualisation: Supplier
• Virtualisation technologies used: Other
• Other virtualisation technology used: Serverware
• How shared infrastructure is kept separate: Each organization has their own dedicated virtual server

Energy efficiency

• Energy-efficient datacentres: Yes
• Description of energy efficient datacentres: Datacenters used will adhere to the EU codes required.

Social Value

• Fighting climate change:

  Fighting climate change

  We have a strict environmental policy aims at reducing our impact, This includes switching our vehicle fleet to electric or hybrid. In addition, we have a thorough waste management process where we have separate waste disposal container's on each floor of our offices. This maximises the recycling of waste.
• Covid-19 recovery:

  Covid-19 recovery

  As part of the Social Value Initiatives we have introduced with Rydal, we have engaged in advancing our recruitment process as the business continues on the growth plan.
• Tackling economic inequality:

  Tackling economic inequality

  Tackling economic inequality is one of Rydal's key social objectives. Activities include, supporting local business, recruiting apprentices within the business to support social mobility and look to support local charities.
• Equal opportunity:

  Equal opportunity

  Rydal adhere to Equal Opportunities as laid out by governmental advice
• Wellbeing:

  Wellbeing

  Rydal invest in our people and have policy and procedure to ensure the wellbeing of staff is adhered to.

Pricing

• Price: £7.95 a user a month
• Discount for educational organisations: No
• Free trial available: Yes
• Description of free trial: INCLUDED; ; 3 Months FREE Curo IP Network Services. Also refer to the standard build on pricing sheet.; ; NOT INCLUDED; ; Desk Phone - If required; Desktop and Mobile Apps; Additional features that you may require in the build; ; TIME PERIOD; ; 3 Months from July 2022; ; For detailed discussion email n.nania@rydal-group.co.uk
• Link to free trial: Contact n.nania@rydal-group.co.uk or call on 07888844548 for details

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 n.nania@rydal-group.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.