Wavenet Ltd

Daisy Online UC

Daisy Online UC delivers a cloud-based, enterprise grade, UC service that replaces the need for any customer site PBX equipment and applications whilst providing customers access to the full suite of MITEL features. Services are provided on a PUPM basis, with minimal upfront capital investment or in house skills.

Features

• Simple web-based tool which allows customers to modify services
• Full PBX feature set
• Desktop, web and mobile clients
• Presence and Chat
• Softphone
• Mobile integration
• Audio & Video conferencing
• Call recordings are securely stored with easy retrieval and replay
• Contact Center delivers reporting, voice and multimedia workflow routing, IVR
• VOIP

Benefits

• Collaboration is made easy which increases productivity
• Highly scalable solution to meet needs of businesses
• Robust UC experience over the users device of choice
• Integrations with business applications like Microsoft Lync, salesforce.com and Google
• Delivers cost effective UCC capabilities which increase business productivity
• Contact Center improves employee productivity and control of operational costs
• Call Recording helps businesses manage regulatory compliance requirements
• Call Recording helps provide revenue protection and dispute resolution

£0.05 to £1,750 a unit a month

• Education pricing available

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

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

Framework

G-Cloud 14

Service ID

214758460947156

Contact

Paddy Sheridan-Ruddy
07714737991
publictenders@daisygroup.com

Service scope

• Software add-on or extension: No
• Cloud deployment model: Private cloud
• Service constraints: Appropriate connectivity from customer site into our Data Centres must be in place. SIP services must be in place which will mean signing an additional order
• System requirements:
  • LAN with PoE and Class-of-service
  • WAN with Quality-of-service and voice grade bandwidth
  • Specific system requirements for MiVoice Business Consoles
  • Specific system requirements for MiCollab client machines
  • Specific system requirements for Mobile clients softphones

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: 15 mins for priority 1 incidents and 24 hours for service requests
• 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: There are two levels of support available to suit different customer needs : Premium (24/7) and Standard (8-6). In certain scenarios an engineer maybe allocated to a customer account. Our hosted solutions are supported by Tier 3 engineers.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: There are a number of training modules available including, System Administrator, End User Deskphone and Voicemail. End User MiCollab Desk phone, Client, Softphone and Mobile. MiVoice Business Operator Console and MiCollab Operator Console. Navigator Call Recording and Business Analytics Reporting.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: Configuration data can be exported on request by the support team. Analytics and CCM data can be downloaded in the format of a report.
• End-of-contract process: A Customer may choose to “off-board” their systems to stop taking Services from Daisy. The Customer must submit a formal request into their account manager (directly or via the Service desk), who will assist in arranging any required off-boarding services and the deletion of Customer data. Once the required works are agreed and the Customer has exported their data, Daisy will shut down and destroy any remaining Virtual Machines. Fees will apply for off-boarding technical work and process management.

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: Client needs to be installed on mobile phone.
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: The administration portal provides customers with access to complete moves, adds and changes. Call group management (create, modify, delete hunt, ring, pickup and ACD groups). Create and modify device key templates and create company-wide system speedcall numbers.
• Accessibility standards: None or don’t know
• Description of accessibility: TBC
• Accessibility testing: None
• API: No
• Customisation available: No

Scaling

• Independence of resources: Capacity management, cpu and memory management, segregated networking devices

Analytics

• Service usage metrics: Yes
• Metrics types: • CPU; • Disk; • Memory; • Network; • Other; Other metrics; • Voice quality stats; • Alarms
• Reporting types:
  • Real-time dashboards
  • Reports on request

Resellers

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

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Up to Developed Vetting (DV)

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: 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:
  • Physical access control, complying with CSA CCM v3.0
  • Physical access control, complying with SSAE-16 / ISAE 3402
• Data sanitisation process: No
• 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: Configuration data can be exported on request by the support team. Analytics and CCM data can be downloaded in the format of a report.
• Data export formats: Other
• Other data export formats: Same format they were uploaded
• Data import formats: ODF

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • IPsec or TLS VPN gateway
  • Other
• Other protection between networks: Each customer, or service is within its own context and so data between networks requires a physical exit point via a layer3 device, i.e. router when controls are not required, i.e. customer WAN to VoIP services, or via firewall when control and policy is required
• Data protection within supplier network:
  • IPsec or TLS VPN gateway
  • Other
• Other protection within supplier network: We operate a MPLS core with each network and customer existing in a dedicated routing instance which keeps traffic separated at layer2 and layer3 protocols.There is no inherit encryption on the network layers so if end to end encryption is required then IPSEC AES256 etc is used.

Availability and resilience

• Guaranteed availability: Service Availability is 99.80% for single DC solutions and 99.99% for dual DC solutions
• Approach to resilience: Physical host and core network resilience are included as standard and application resiliency is optional. Physical Host: In the event of a disaster situation impacting the physical host that the Virtual Machine is sitting on, Daisy will automatically move the Virtual Machine across to a new host. This may cause interruption to service and may require a reboot of the virtual machine to restore full service. Core Network: Daisy's core network has resilient connectivity to our WAN providers over diverse interconnects which are located in different data centre's. They are set up using eBGP sessions to ensure an automatic failover should a disaster occur. Applications : Application resiliency can be achieved by configuring a second instance of the application in the secondary data center. This purchasable option is currently available for the MiVoice for Business, MBG SIP, MBG Teleworker, MBG SRC and MiCC IVR applications. In a disaster recovery situation if the applications suffer a loss of connectivity they will automatically failover to the second instance. In some scenario's manual intervention maybe required by Daisy to initiate the failover.
• Outage reporting: We have monitoring tools in place to monitor the underlying infrastructure. The alerts are sent into the ECB (Event Correlation Bus) and this then enriches and adds context to the alerts and routes them into our ITSM tool. The ITSM tool then automatically generates a ticket and when a ticket is opened this automatically notifies the customer through email. Further options are available where the ECB tool can also alert the customer via email or SMS directly.

Identity and authentication

• User authentication needed: Yes
• User authentication: Other
• Other user authentication: Customers do not have access to the underlying infrastructure. All access is through the Mitel applications
• Access restrictions in management interfaces and support channels: No access available other than through Mitel applications
• Access restriction testing frequency: Never
• Management access authentication: Other
• Description of management access authentication: 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: No audit information available
• Access to supplier activity audit information: No audit information available
• How long system logs are stored for: Between 1 month and 6 months

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: BSI
• ISO/IEC 27001 accreditation date: 13/09/2013 original certification
• What the ISO/IEC 27001 doesn’t cover: Scope is all Daisy sites and services requiring security certification
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: No

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: Through the establishment of a comprehensive security framework, Daisy shall demonstrate a commitment to protect all assets that support the delivery of business objectives and address all legal, regulatory and contractual obligations. The following ISO27001 Group clause & objectives are referenced within this document: Clause 5, & Control objectives: A6, A9, A11, A13.2, and A14 Data Protection Policy Site Security Policy CCTV Policy

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: We follow an ITIL - based formal change request process. Customers can raise MAC's using either over the telephone or through the portal. Once raised, these requests are scheduled, managed and executed. We have dedicated change engineers that perform changes where no Project Management or Professional Services are required. If PM or PS is required then this is managed through the appropriate team.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Vulnerability scanning is included in the Daisy security framework, to help monitor the effectiveness of existing security controls and identify any weaknesses. The IT security Manager in consultation with Head of Compliance shall coordinate vulnerability scanning activities including: • identifying the scope of testing • monitor manufacturer and vendor sites for information updates regarding vulnerabilities Should the vulnerabilities be assessed as not posing an immediate threat to operations, security patches or code fixes shall be subject to change control requirements ( testing etc.) prior to deployment. Daisy support record activities in a service management ticket for tracking and audit purposes
• Protective monitoring type: Undisclosed
• Protective monitoring approach: Undisclosed
• 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: Knowledge based articles and FAQ's are created for support teams for common incidents. This ensures incidents are dealt with as quickly and as efficently as possible. Incidents can be logged via the Portal, email and telephone. Incident reports are generated by Service Management Team. Customer wil have access to incidents via a user portal which will show resolution. Our portal also provides a standard set of reports which customers can use to look at incidents raised.

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

• Social Value:

  Social Value

  • Fighting climate change
  • Tackling economic inequality
  • Wellbeing

  Fighting climate change

  DCS is signed up to UN Compact and have planned our strategy to address a number of the Sustainability Goals. We plan to submit SBTi targets within the next financial year and Nature Positive Pledge.; ; Our primary focus is the reduction of our carbon footprint alongside our customers as we have identified this as the most pressing need in the IT industry today. ; ; We have an ESG lead and ESG Governance Manager co-ordinating effort from across the business and industry prominent Statutory Board representation as well as Chairman who champions many of our environmental initiatives. We have three bi-monthly groups representing every business area and a Green Team spearheading our local and site based strategy.; ; We should reach Net Zero Scopes 1&2 within the next two years and throughout our supply chain by 2039.; ; We already consume only REGO backed renewable energy, our first renewable contract being put in place in 2017 and installation of solar panels on our owned buildings as well as EV schemes and gas replacement pilots. Our overall energy consumption has reduced by 7.5% in the first six months of 2023.; ; DCS is certified to ISO14001 (Environmental Management) and ISO50001 (Energy Management).; ; DCS sponsor the Girlguiding Rainbow Recycling badge encouraging green thinking within the 4-7 age group resulting in 10,594 badges being earned across the UK.; ; We have a strong relationship with a forward thinking ITAD partner and have introduced Environmental KPIs associated with equipment circularity into the Environment Policy.; We have a new Kelp Farm on the Isle of Mull which seeks to demonstrate the environmental, carbon sequestering, deacidifying and social benefits of the Sugar Kelp we grow on decommissioned salmon farms. ; Alongside our carbon reduction plans we are reviewing our other impacts such as waste stream, water usage and single use plastics.

  Tackling economic inequality

  Our Learning platform Daisy Grow supports people to further their careers, change direction and realise their ambitions. ; It’s also the conduit for training our staff ensuring our management maintains awareness of inequality, modern slavery and wellbeing amongst many other courses. ; DCS has also developed a Social Value Training programme to deliver courses to our staff, supplier employees, customer’s employees, and citizens to support the Social Value Model Themes. This programme is made available to Buyers through the GCloud Call Off contract.; It’s known as the Daisy Community Learning Portal and there are 150+ courses available to support the development of employment and life skills. ; These skills not only provide greater employment opportunities for their recipients; are less location dependant, and are more likely be required in jobs that have flexible working hours and role types.; ; Courses are organised into three general categories of:; • Career Development; • Health & Wellbeing; • Leadership & Management; ; This training programme is provided to customers and citizens as part of Social Value directly under G-Cloud Service Provision.; Daisy provide 10 x 30-day licences for the training programme for every £10,000 of contract value, The full range of courses will be available for citizens in need and can be accessed via any browser including smart phones, tablets, library and school computers.; We estimate that 50-100 hours of learning is achievable within the 30-day window.; Each user has a Learning Dashboard tracking their progress and certificates awarded for completion can be used in job seeking and career progression.; A dedicated Community Learning Portal SV (CLPSV) Licence Co-ordinator works within the Daisy Frameworks Team and will liaise with the Buyer to arrange access.; Daisy will report on the take up and usage and this will be reported back to the Buyer via the DCS Social Commitments Report

  Wellbeing

  Daisy from the very top down, is active in the promotion of health and wellbeing in the colleague environment. ; We promote a healthy and happy working environment for staff and to identify, prevent and alleviate work-related stress as far as possible. In each physical location we have Health and Wellbeing champions as local points of contact for health/wellbeing issues. ; They:-; Promote health/wellbeing within DCS ; Assist in health and wellbeing activities that are companywide.; Coordinate local health and wellbeing activities such as running clubs, lunchtime classes etc. ; Communicate regular feedback to the Health and Wellbeing team to allow internal communication of local/national events. ; Maintain health and safety company policy and legislation ; DCS communicates its messages in different formats, directly through the Champions, from senior management through videos and live presentations, through the intranet and the Daisy Grow Learning Platform. ; Our Health and Wellbeing Manager provides useful tips and initiatives to help maintain mental health in our stressful lives.; We have a business-wide team of 30 Mental Health first aiders. DCS employees have a number of schemes promoting health and wellbeing, there is in place an Employee Assistance Programme offering help to employees and their families when required. ; Daisy celebrates both International Women’s and Men’s days with a programme of inspiring events and talks including Suicide Awareness, Wellness, Careers and STEM partnerships.; Daisy have also developed a comprehensive Social Value Training programme to deliver courses to our staff, supplier employees, customer’s employees, and citizens to support the Social Value Model Themes. There are 500+ courses available including a wide range of courses to support Wellbeing. This training programme is used internally within Daisy, with our suppliers, and can also be provided to customers and citizens as part of Social Value directly delivered under G Cloud Service Provision.

Pricing

• Price: £0.05 to £1,750 a unit a month
• Discount for educational organisations: Yes
• Free trial available: No

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

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