ADAPTIVE COMMUNICATION SOLUTIONS LTD

Xelion Phone System

Xelion is a hosted VOIP service that offers a simple single subscription service that encompasses the facility to choose some or all of the following services; call routing, call diversion, VM to email, call reporting, recording, unified communications, presence, wallboard and CRM integration across phones, desktop clients, and mobile applications

Features

• Inclusive calls to standard UK local, national, mobile destinations
• Call queuing, routing and auto-attendant facilities
• Inclusive mobile and softphone applications
• Inclusive live wallboard and reporting facilities
• Inclusive call-recording and storage
• CRM, MS365 and Teams integration
• Voicemail to email
• User- (as opposed to device-) based billing
• Inclusive system updates and upgrades
• IM and presence

Benefits

• Open architecture enables third-party app integration
• In-built DR thanks to flexibility of media and connectivity
• Assist remote working without compromising supervisor oversight
• Apply permissions allowing various levels of user access/control
• Predictable billing due to inclusive calls and features
• Continual service improvement allowing access to very latest features
• Intuitive interface for easy adoption and training
• Different support levels to match end-user requirements
• Single interface for multiple communications
• Breadth of device compatibility means switchover is easy

£9.99 a user a month

• 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 mikegallivan@adaptivecomms.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

204055051701917

Contact

Mike Gallivan
01704540547
mikegallivan@adaptivecomms.co.uk

Service scope

• Software add-on or extension: No
• Cloud deployment model: Public cloud
• Service constraints: Whilst the service will theoretically work with most SIP/VoIP telephones and headsets there are a list of approved products which will enable better support. Full Teams integration is dependant on certain MS365 licencing. Minor downtime or interruptions can occur during planned maintenance but users are advised of this in good time and this work is usually done outside of standard operating hours.
• System requirements: Windows 10 x64 and above for the desktop apps

User support

• Email or online ticketing support: Yes, at extra cost
• Support response times: M-F Business Hours response SLA's are 60 minutes (30 minutes for critical faults). Emergency (chargeable) support is available outside of these hours with a 4-hour response SLA. These times are a maximum limit not our aim, we always aim to deliver fixes as quickly as possible. Our SLAs are the maximum wait time you should expect to receive in 95% of cases.Further details can be found here: https://adaptivecomms.co.uk/service-level-agreement/
• 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 support levels on this product break down as follows:; Basic (£1.50/user/month): Basic user support; Standard Diagnostics & Fault Fix ; Silver (£2.99/user/month): Basic features plus 3 business day faulty equipment swap (basic); Full standard user support; Call Routing; Hunt group; Voicemail; App Support; Name Changes; Gold (£4.99/user/month): Silver features plus 2 business day faulty equipment swap; Call recorder & logger support; Wallboard Changes; Remote training; Report training; New feature training & Set up; Platinum (£6.99/user/month): Gold features plus Next day faulty equipment swap; Annual Health Check; Annual Advanced on-site training ; ; We provide each customer with a named account manager, backed up by a customer service team, helpdesk engineers for second-line and field based engineers for site support as required. We ourselves have direct access to third-line and developmental support from the manufacturer/designer of the Xelion system.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Having liaised with key stakeholders as to exactly how they would like the phone system set-up (in terms of end-user permissions, call flow, reports, wallboards etc) we ordinarily arrange for onsite training & setup and/or remote phone-assisted training/setup as required by the customer. We will usually spend time on the day of implementation onsite being available for individual users with a follow-up visit planned approximately a fortnight later for further training, tweaks and snagging. We will often provide training for supervisors, administrators and 'train the trainers' although these may carry additional charges. We have reference material available for all users and, depending on the support levels selected, are available for support and assistance throughout the duration of the agreement.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: All user data can be extracted to appropriate formats as part of the offboarding process if required. Specifically, all user data, CDRs, contact information etc can be pulled into a csv or pdf file; recordings can be saved as .wav or MP3 files (subject to customers providing/purchasing appropriate storage media)
• End-of-contract process: Data will be held for the duration of the contract and only retained if the agreement is extended.

Using the service

• Web browser interface: No
• 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: The mobile application has been custom designed and optimised for mobile use while the desktop interface is optimised for smartphone usage. The desktop version is more feature rich with the facility to open multiple windows/features on the screen at the same time (for example) and to pull through reports but key user features such as presence, call handling, call recording, status management and even wallboard information is all available within the mobile application
• Service interface: No
• User support accessibility: WCAG 2.1 A
• API: Yes
• What users can and can't do using the API: Lots of functionality; users/supervisors can access data, create reports, create browser dashboards based off custom data sets, create softphone instances, etc. We can provide extensive documentation on the API should this be required. In terms of set-up, we will set end users up with API user accounts - we have the facility to create test/staging environments where required.; Users can add and read data, accessing resources via authenticated retrieval. There are limitations to the API in that certain features are partially or wholly unavailable through the API but this would be assessed during the pre-sales process. Documentation is available here: https://partner.xelion.nl/files/public/user-guide/index.html
• API documentation: Yes
• API documentation formats: HTML
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Broadly the service is as supplied but it is possible to switch features on and off for end-users (including the options to opt in and out of features at any point); whilst there is a suite of reports included within the product it is possible to customise reports further to suit; permissions can be controlled so that access is managed for end-users including to call recordings, visibility of others presence, the facility to join (or not) call groups; wallboard access etc. As part of the service we will usually set up the system as required, after that point we can either continue to support for administrative changes and additions or we can provide training for in-house technical support.

Scaling

• Independence of resources: Xelion servers are spec'd to have a maximum userbase with plenty of headroom. The system is hosted on AWS and resources can be comfortably flex'd beyond that point. Traffic is managed by AdaptiveComms over Gamma SIP trunks who have an architecture that will deliver at least a 99.99% uptime SLA. AdaptiveComms has the means to flex the number and availability of SIP channels according to requirements.

Analytics

• Service usage metrics: Yes
• Metrics types: There are a host of off-the-shelf and bespoke reports included within the service that will provide analytics for a range of metrics including missed calls, answered calls, call time etc. Also incorporated into the service are wallboard facilities that will give you real-time statistics in an easily visual format. We are also able to provide feedback on service requests based on tickets raised, time to close, urgency levels etc; this can be requested as required, processed through Account Management meetings, or sent regularly.
• Reporting types:
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

• Supplier type: Reseller providing extra support
• Organisation whose services are being resold: Xelion B.V

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:
  • United Kingdom
  • European Economic Area (EEA)
• 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: ‘IT Health Check’ performed by a Tigerscheme qualified provider or a CREST-approved service provider
• 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: (Permissions allowing) users can pull call recordings down as and when they are required. All user data can be extracted to appropriate formats as part of the offboarding process if required. Specifically, all user data, CDRs, contact information etc can be pulled into a csv or pdf file; recordings can be saved as .wav or MP3 files (subject to customers providing/purchasing appropriate storage media)
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • XLS
  • MP3
• Data import formats: CSV

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)
• Data protection within supplier network: TLS (version 1.2 or above)

Availability and resilience

• Guaranteed availability: Xelion is hosted within some of the most advanced data centres in the world powered by Amazon Web Services infrastructure with their 99.5% uptime and their 24/7 monitoring. Planned maintenance is advised in advance and generally carried out well outside of standard business hours; ; We provide the service over Gamma SIP trunks:; SIP trunk 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 availability for SIP Trunk Endpoint Resilient Build:; Core service: 99.99%; Non-Core Services: 99.50%; Not included:; - Outages which are deemed by us to be the result of matters outside of its direct control; - Planned or emergency maintenance works; - User error; Notes:; Core functions are defined as Gamma Switching infrastructure, transmission equipment and; core network, the service that supports call routing and termination.
• Approach to resilience: Xelion is hosted on AWS and subject to their resilience. The SIP trunks are provided by Gamma, who hold ISO 22301:2012 Business Continuity Management accreditation. Further information available upon request.
• Outage reporting: AdaptiveComms will contact affected customers via email/phone when any outages are brought to our attention. ; Gamma has a public network status dashboard

Identity and authentication

• User authentication needed: Yes
• User authentication: Username or password
• Access restrictions in management interfaces and support channels: Limit permissions, nominated contacts, user rights can be assigned
• 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 have access to real-time audit information
• How long user audit data is stored for: User-defined
• Access to supplier activity audit information: You control when users can access 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: Yes
• Who accredited the ISO/IEC 27001: Both Gamma & Xelion have ISO 27001 accreditation
• ISO/IEC 27001 accreditation date: Both Gamma & Xelion have ISO 27001 accreditation
• What the ISO/IEC 27001 doesn’t cover: AdaptiveComms are currently working on ISO 27001 accreditation and expect to have this within the next 6 months
• 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 in the process of ISO 27001 accreditation and expect to have this completed within the next 6 months
• Information security policies and processes: All AdaptiveComms staff are required to read and adhere to staff policies which includes the Data Protection Policy and the Communications, Email and Internet Policy. ; AD is used to control access permissions with ultimate control residing solely with the CEO and the Head of IT.; Staff are only able to interface with customer data as necessary and only as required by their role.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Xelion has an activity log which shows access and alterations to all of our clients system interfaces; this is at user, admin and master admin level.; We employ a ticket system in house with a comprehensive history to show interactions and use an integrated CRM system.; All new Xelion features are comprehensively beta tested prior to launch
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Xelion employs vulnerability management using AWS's services. ; Gamma uses 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. ; AdaptiveComms uses a series of measures including MFA, encryption, anti-malware and zero-day ransomware detection to detect and control threats.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Gamma has built a Security Information & Event Management Solution (SIEM) to identify potential compromises. If a compromise is found it is investigated.; We (AdaptiveComms) employs premium call bars as default and set usage alerts to indicate towards any customer issues regarding malicious use of the phone systems. We respond to compromises and threats as soon as we are aware of them
• Incident management type: Supplier-defined controls
• Incident management approach: Incidents are logged through our ticket system and allocated priority according to the level and scale of impact on the client/business. This is audited and has a full history log.

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: Yes
• Connected networks:
  • Joint Academic Network (JANET)
  • Other
• Other public sector networks: Gamma is interconnected to JANET (not Xelion)

Social Value

• Fighting climate change:

  Fighting climate change

  From a local perspective, as part of an ongoing dedication to corporate social responsibility, AdaptiveComms has pledged to become completely carbon neutral by 2030 by working in a greener, more sustainable way that benefits staff, clients and communities. Following a carbon footprint assessment, issued by Liverpool John Moores University, this ambitious goal will be achieved through an investment of £450,000. So far we have replaced all of the office lights with low power consumption LED, and are also in the process of replacing our fleet with electric vehicles having purchased the first one last year and invested in an electric charging point. We have reduced paper use by 90% by moving to online systems and energy-efficient electronic devices and have switched to a renewable electricity energy supplier. AdaptiveComms have also introduced a dynamic working structure that supports home working for staff and encourages remote meetings with suppliers and customers, employing route planning for those site meetings that we do have to reduce the impact of travel. We work with a computer disposal company who, as well as securely disposing of and destroying sensitive data, have a zero to landfill recycling policy. AdaptiveComms will also be ensuring all the suppliers they work with are in pursuit of the same sustainability goals.
• Covid-19 recovery:

  Covid-19 recovery

  Any revenue-based income for an SME such as AdaptiveComms increases security and, by extension, the ability to employ (and retain) staff in support of those services which as well as improving our already excellent service levels, has the benefit of increasing employment, expanding our skill sets, and our facility to diversify products - this in turn leads to the requirement for further employment and the process becomes a virtuous cycle. During the lockdown period in 2020/2021 we employed 4 members of staff from the local area who were made redundant from the hospitality industry and who were able to bring their experience to us to impact in this vein in their various roles. As well as this, we offered services (such as hosted phone systems and remote management systems) that could be deployed remotely and ensured that many of our customers could continue to work and thrive throughout what was a difficult period for everybody.
• Tackling economic inequality:

  Tackling economic inequality

  We are proud to be part of our local community, and strive to support it as much as we can through donations to local charity organisations that make a positive difference to peoples lives. We offer considerable community support including as a Community Link Foundation Sponsor and by creating and maintaining a website for Sefton Community Pantry We make donations to a number of charities: Meals for children Local foodbanks Southport Lifeboat Association RockFM Presents for Xmas Local Brownies Local Inclusion Charity for the Elderly Our CEO has also volunteered for the Southport Deal Town Board, which seeks to plan investment in Southport as an advisory board to Sefton Council. As well as voluntarily offering a Modern Slavery & Human Trafficking Statement, AdaptiveComms seeks to ensure that our suppliers follow the same ethical stance by requesting copies of their pledges. During the lockdown period in 2020/2021 we employed 4 members of staff from the local area who were made redundant from the hospitality industry. We take our responsibilities to maintain resilience in the supply chain seriously and are in the process of attaining ISO9001 and ISO27001 accreditation this year having already achieved (and maintained) CHAS and Cyber Essentials certification.
• Equal opportunity:

  Equal opportunity

  We have a very good balance between male and female staff across the organisation and particularly in upper management (most of whom have developed into their role from progression from within the organisation). We employ feedback sessions with staff through think tanks with representatives from across the business, democratically elected quarterly prizes for peers, and anonymous feedback via a suggestion wall. We have flexible working to meet the requirements of those with special needs. As well as voluntarily offering a Modern Slavery & Human Trafficking Statement, AdaptiveComms seeks to ensure that our suppliers follow the same ethical stance by requesting copies of their pledges.
• Wellbeing:

  Wellbeing

  In our sector, where service and expertise are the differentiators, our staff are our most valuable asset. We aim to be the best for our customers, and we believe that we have the best team to achieve that aim. We have a culture built on hard work, respect, positivity and dedication and ensure that those tenets are reciprocated back to our staff through: Equality Day off for birthday Enhanced sick leave & maternity A health top-up service which includes a confidential phone service for financial, legal and health counselling Food & drink provided in office Enhanced holidays for length of service Work-life balance (including paid for work events such as bowling, laser quest, go-carting and meals out) Employee-led think tanks We are proud to be part of our local community, and strive to support it as much as we can through donations to local charity organisations that make a positive difference to peoples lives. We offer considerable community support including as a Community Link Foundation Sponsor and by creating and maintaining a website for Sefton Community Pantry We make donations to a number of charities: Meals for children Local foodbanks Southport Lifeboat Association RockFM Presents for Xmas Local Brownies Local Inclusion Charity for the Elderly Our CEO has also volunteered for the Southport Deal Town Board, which seeks to plan investment in Southport as an advisory board to Sefton Council.

Pricing

• Price: £9.99 a user a month
• Discount for educational organisations: Yes
• Free trial available: Yes
• Description of free trial: Access to full version for key stakeholders for maximum of one month

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