PMS NETWORKS LIMITED

Alcatel-Lucent Enterprise Rainbow Office, powered by RingCentral

Rainbow Office provides a modern cloud communications platform supporting real-time collaboration, online meetings and business telephony
in an all-in-one experience. With World-class security and reliability, and 99.999% uptime, Rainbow Office delivers peace-of-mind plus integrations with leading providers such as Microsoft, Google, Amazon, Salesforce, and others for excellent business productivity.

Features

• Modern, secure Global and compliant cloud platform, with 99.999% uptime
• Reliable all-in-one collaboration, online meetings and business telephony
• Rich business telephony functionality across multiple devices
• Advanced Collaboration: screen-sharing / remote-desktop / video-conferencing
• Multiple user endpoints: desk phones, mobile/tablet, and desktop apps
• Advanced features: automatic call-recording, hot-desking, call monitoring
• Seamless integration with Microsoft Teams, Direct Routing or Embedded Dialler
• Comprehensive set of integrations across CRM, productivity, collaboration and more
• Sophisticated reporting: Quality, device status, alerts and real-time call reporting
• Simplified IT administration with centralised web-based configuration/management dashboard

Benefits

• Carrier-grade uptime and reliability: ISO27001, ISO27017, ISO27018 certified
• Global Geo-redundant, fault-tolerant architecture with 99.999% availability
• Grow when you want to, with a highly scalable platform
• Seamless remote and multi-site working for organisations of all sizes
• A simple, secure and familiar user experience across multiple devices
• Make significant cost savings through consolidation of services
• Easily integrate existing applications to improve productivity and reduce complexity
• Automatic product upgrades, improvements and innovations included as standard
• Exceptional levels of security: data confidentiality, compliance, availability, and control
• A recognised Gartner UCaaS Magic Quadrant leader

£7.99 to £33.99 a user a month

• Free trial available

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

• Modern Slavery statement

  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 marc.mynard@pmsnetworks.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

213546671009136

Contact

Marc Mynard
01212008949
marc.mynard@pmsnetworks.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: Rainbow Office, powered by Ring Central, is a standalone solution, but with many out-of-the-box integrations and open APIs. The Rainbow Office open platform is designed to easily integrate with the software and cloud services your organisation uses every day such as Salesforce, Google Workspace, Microsoft 365/Teams, Oracle, and many others
• Cloud deployment model: Public cloud
• Service constraints: Rainbow Office, powered by Ring Central, is a pure cloud solution that can run on Windows, Mac, Android, and iOS as well as being available via WebRTC.
• System requirements:
  • Internet access: wired, wireless, 4G/5G
  • Compatible devices: IP desk phone, mobile/tablet, desktop PC/Mac
  • Supported and current Operating System for the chosen device(s)
  • Productivity integrations require a valid licence/account for the chosen application
  • Rainbow Office features vary across different licence types

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Non service-affecting questions have a targeted response time of 16 working 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: Web chat
• Web chat support availability: 24 hours, 7 days a week
• Web chat support accessibility standard: None or don’t know
• How the web chat support is accessible: Rainbow Office, powered by RingCentral, offers users text-based responses within webchat and also the ability to send additional information via email.
• Web chat accessibility testing: N/A
• Onsite support: Onsite support
• Support levels: All Rainbow Office packages include 24x7x365 support via phone, email and web chat. Our solution is fully cloud based and we offer comprehensive remote support. Should you required onsite support, our Professional Services team will work with you on the best solution.; PMS Networks can also provide additional levels of support or a managed services approach, which can be defined per customer.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Rainbow Office, powered by RingCentral, provides both onsite and online training based on customers requirements and needs. We also provide a wide range of user documentation and self-help videos, as well as an online user community.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: When the contract end, users will be able to extract their data. All customer data is destroyed within 30 days of account termination and all internal confidential material is shredded or put in locked shredding boxes when they are no longer needed, or if the applicable defined retention period has expired.
• End-of-contract process: The services are provided on a subscription-per-user basis. At the end of the contract period, the service may be terminated. There may be additional costs, for example for professional services, or returning hardware, associated with ending the contract.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • Firefox
  • Chrome
  • Safari
• 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: Alcatel-Lucent Enterprise Rainbow Office, powered by RingCentral, offers a continuity of service across all device types, allowing users to quickly get to grips with the service, and without having to learn again. There is a consistent user experience across devices, with a similar look and feel, navigation, and functionalities.
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: Moves, adds, changes, deletions (MACDs) can be made instantly through the administrator interface. Rainbow Office provides an administrator portal that allows a system administrator, with the highest levels of access, to control every aspect of the solution.; ; There are no charges associated with the administrative portal or with making a change. The only costs are the subsequent charges for added services. The Rainbow Office support team is also able to perform adds, moves, and changes on your behalf, if desired, at no extra cost.
• Accessibility standards: None or don’t know
• Description of accessibility: Users are able to log into the service interface using a web browser, making is accessible 24/7. The Rainbow Office web service interface supports standard web accessibility tools.
• Accessibility testing: N/A
• API: Yes
• What users can and can't do using the API: Built as an open platform from the ground up, Rainbow Office is designed to easily integrate your business communications; capabilities with the software and cloud services your organisation uses every day. Visit www.al-enterprise.com/en/rainbow-office for further details.
• API documentation: Yes
• API documentation formats:
  • PDF
  • Other
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Alcatel-Lucent Enterprise Rainbow Office allows users to choose the way they communicate by customising call configurations and call flows, as well as setting up the devices of their choice. Anyone granted the relevant permissions is able to customise their user experience.

Scaling

• Independence of resources: Rainbow Office, powered by RingCentral, delivers World-class security, scalability and reliability for millions of users. Enjoy peace of mind knowing that our distributed network is fully redundant in every location we serve, providing a truly global infrastructure that consistently delivers service continuity and quality, at the highest SLA standard with 99.999% availability uptime.

Analytics

• Service usage metrics: Yes
• Metrics types: Rainbow Office, powered by RingCentral, provides full call log and call recording details as well as call costs, in the online management portal. We also provide live reporting at an additional cost, which delivers full live reporting capabilities, allowing for wallboards based on queue, group, team or individual reporting.
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

• Supplier type: Reseller providing extra features and support
• Organisation whose services are being resold: Alcatel-Lucent Enterprise & RingCentral

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
  • European Economic Area (EEA)
  • Other locations
• 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: Another external penetration testing organisation
• Protecting data at rest: Encryption of all physical media
• Data sanitisation process: Yes
• Data sanitisation type:
  • Explicit overwriting of storage before reallocation
  • Deleted data can’t be directly accessed
• Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v.30, CAS (Sanitisation) or ISO/IEC 27001

Data importing and exporting

• Data export approach: Rainbow Office users will be able to easily export their data from the online management portal.
• Data export formats: CSV
• Data import formats: CSV

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: Rainbow Office, powered by RingCentral, offers World-class security and reliability. A full-time security and fraud-prevention department provides 24/7, physical and environmental defence. Benefit from service continuity and quality, with the highest financially-backed SLA standard of 99.999%; availability uptime.
• Approach to resilience: Rainbow Office architecture has multiple levels of inter & intra redundancy built-in. It’s designed to run in an active/active mode and switches seamlessly to the available data centre in the event of any failure. Service failover is tested regularly during system maintenance windows. In case of a local internet failure, all calls can fail over to mobile devices.
• Outage reporting: The Rainbow Office network operations centre (NOC) operates 24/7/365 to ensure optimal system configuration and service availability. Our engineers continuously monitor countless systems, metrics, and alarms.; ; Rainbow Office uses 5 internal alarm levels to ensure reliable operations (presented here from lowest to highest importance):; -Informational (take note, no direct action results); -Warning (watch and take action as needed); -Critical (immediately fix and/or escalate); -Service Outage (immediately fix and escalate); -Disaster (immediately fix and escalate through a live conference call regardless of day or time).; ; Rainbow Office customers are immediately notified of issues and outages affecting their service. Customers are also notified when the issue is resolved, what the issue was, and how it was resolved.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
• Access restrictions in management interfaces and support channels: Rainbow Office, powered by RingCentral, has complex password requirements to restrict access to its service. Upon entering wrong details, user's account will be locked.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • 2-factor authentication
  • Username or password

Audit information for users

• Access to user activity audit information: You control when users can access audit information
• How long user audit data is stored for: Between 6 months and 12 months
• Access to supplier activity audit information: You control when users can access 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: No
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: No
• Cyber essentials plus: No
• Other security certifications: Yes
• Any other security certifications:
  • HIPAA
  • TRUSTe Privacy Seal
  • Safe Harbour
  • CNI Compliant
  • ISO 27001 compliance (data centres)
  • GDPR

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: Security is a crucial component of Rainbow Office, powered by RingCentral. The security of the Rainbow Office cloud services encompasses multiple layers and many components, from policies and methodologies to service architecture. Security capabilities and settings reside in the application and infrastructure layers, within the service delivery and operations processes, and the company’s security policies and governance practices.; ; Rainbow Office is compliant with both SSAE16 SOC-1 Type II and SOC-2 Type II in addition to being PCI compliant. Rainbow Office undergoes yearly security audits from third party organisations to ensure high levels of security for data at rest, and during transmission

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: The Rainbow Office network and application perimeter is protected with firewalls and session border controllers. Administrative access requires authenticating through a production VPN gateway, then authenticating to local infrastructure systems. Technology layers include intrusion detection systems, system logs, and fraud analytics. Operational processes include system and service-level monitoring, system hardening, change management, and regular vulnerability scans.
• Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Vulnerability management approach: Rainbow Office, powered by RingCentral, uses Intrusion Detection Systems (IDS) to monitor network activity for suspicious traffic and attacks. Our; full-time security and fraud-prevention department provides 24/7 physical and environmental defence for your service.
• Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Protective monitoring approach: We have a full-time security and fraud-prevention department; providing 24/7 physical and environmental defence. The security director is notified of the incident immediately. The required teams follow the approved information security incident response guide.
• 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: The Rainbow Office Network Operations Centre monitors incidents 24x7. The security director is notified of the incident immediately. The required teams follow the approved information security incident response guide.

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

  We are committed to protecting the environment and operating to reduce our impact on the planet. ALE is part of the UN Global Compact with the goal to reduce its carbon footprint, involving employees via the Go Green program. ; ; ALE designs products that respect local, national, and international environmental legislation, tracks hazardous substances and eliminates banned substances from our products. The ALE Environmental Policy outlines the steps taken to achieve these goals.; ; We also comply with latest regulations and standards to keep your data, networks and information secure, while keeping our environment-friendly work practices. See more on ALE Standards & Regulatory Compliance at www.al-enterprise.com/en/company/about-us/csr
• Tackling economic inequality:

  Tackling economic inequality

  Alcatel-Lucent Enterprise takes pride in its commitment to compliance and consistent operations within the principles of the law, as well as adhering to the strictest standards for global environmental protection.; ; In past years, we launched several initiatives in different parts of the world to benefit local communities. In 2018, we decided to leverage ALE’s strengths to enrich our Corporate Social Responsibility (CSR) activities.; ; Our fundraising program is employee-led, voluntary and strongly supported by our executive management team. It is grounded in our code of conduct which is the cornerstone of ALE’s business ethics, integrity and compliance commitment, and in the understanding, that to meet our strategic corporate objectives we also need to enhance and serve the communities where employees, partners and customers live and work.; ; Please visit www.al-enterprise.com/en/company/about-us/csr for further information.
• Equal opportunity:

  Equal opportunity

  Alcatel-Lucent Enterprise is committed to providing equal employment opportunities in our company sites without discrimination with regards to – but not limited to - race, ethnicity, gender, sexual orientation, age, socio-economic status, religious or political beliefs or disabilities. We value diversity and seek to embrace the richness of individual differences. We will not tolerate discrimination.; ; One of our highest priorities is to achieve gender equality, represented by equal opportunities and pay for women and men. Alcatel-Lucent Enterprise has established policies aimed at reaching equality and promoting diversity and inclusion in our workplace.; ; ALE has for decades employed an exceptionally diverse international workforce. Focus has been placed on Empowerment since 2013 with the diversity and inclusion program Toget’her.

Pricing

• Price: £7.99 to £33.99 a user a month
• Discount for educational organisations: No
• Free trial available: Yes
• Description of free trial: Rainbow Office, powered by RingCentral offers a free 14-day limited trial to help buyers to familiarise themselves with the solution, key functionalities and user experience.
• Link to free trial: https://www.al-enterprise.com/en/rainbow-office/free-trial

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

• Modern Slavery statement

  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 marc.mynard@pmsnetworks.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.