Probrand Ltd

Probrand Cloud PBX (RingCentral MVP)

Our Cloud PBX solution, RingCentral MVP will empower your organisation with a complete business communications and collaboration solution. Offering Cloud PBX, instant messaging, video meetings and fax from anywhere, on any device within a single app. Plus, advanced call management, call recording, real-time analytics, native integrations, multi-level IVR and more.

Features

• Unified Communications accessible via single app for mobile and desktop
• Cloud PBX Feature rich PBX functionality for in/outbound calling
• Collaboration: Video Meetings, remote-desktop, screenshare, whiteboard
• Instant Messaging: Chat (internal/external), integrated file sharing, task management
• Advanced features: Voicemail, IVR, Auto-Receptionist, Hot-Desking, Call queues/transfer.
• Automated Call Recording with configurable retention periods
• Integrations: Microsoft Teams, Google, Office 365, Salesforce, Skype and more.
• Open APIs: Salesforce, Google, Microsoft, plus other CRM applications
• QoS: QoS reports, device status reports, alerts, real-time call reporting
• Advanced Analytics: Proactively monitor performance with customisable, real-time dashboards

Benefits

• Unified Communications: Creates an agile workforce and flexible working environment
• Collaborate with ease. Improved productivity with advanced communication tools.
• A consistent user experience across devices. Seamlessly move between devices.
• Video Meetings for 200 participants. Virtual events with RingCentral Webinar.
• 1:1 Instant Messaging Team Messaging with internal/external contacts.
• World-class security. ISO27001, ISO27017, ISO27018, Cyber Essentials Plus.
• Fully redundant, globally distributed architecture, 99.999% availability SLA.
• Highly scalable cloud-based phone system to match organisation growth
• Simplified IT Management and Administration using our centralised, web-based dashboard
• Significant cost savings through the consolidation of services

£3.99 a unit a month

• Education pricing available
• Free trial 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 tenders@probrand.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

221965291221420

Contact

Paul Roman
0800262629
tenders@probrand.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: RingCentral is a standalone solution. However, with many out of the box integrations and Open APIs, RingCentral MVP can be integrated with most businesses applications and systems companies use on a daily basis such as Google, Office 365, Teams, SalesForce, Box, Zendesk and many others.
• Cloud deployment model: Public cloud
• Service constraints: RingCentral MVP is a pure cloud solution which can be run on Windows, Mac, Android, and iOS as well as being available via WebRTC.
• System requirements:
  • Internet access
  • Windows 8.1 (32 and 64-bit) or later
  • Mac OS 10.13 (High Sierra) or later
  • Minimum Intel Skylake-class 6th Gen i3, i5, i7
  • AMD Excavator-class (2015) processor or newer
  • 8GB RAM or more
  • RingCentral App Web minimum Chrome 83, Firefox 77, Safari 13
  • RingCentral App Web minimum Edge-Chromium 80, Edge 18

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Urgency Priority 1 Initial Response Time : All phone calls are answered on average less than 5 minutes Urgency Priority 2 Initial Response Time: All phone calls are answered on average less than 5 minutes Urgency Priority 3 Initial Response Time: All phone calls are answered on average less than 5 minutes. Web Cases:< 8 Hours Urgency Priority 4 Initial Response Time < 24 Hours
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.1 A
• 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: WCAG 2.1 A
• Web chat accessibility testing: N/a
• Onsite support: Yes, at extra cost
• Support levels: RingCentral packages include 24x7x365 support via phone, email and web chat. Our solution is fully cloud based and we offer comprehensive remote support. Should you require onsite support, our Professional Services team will work with you on the best solution. RingCentral is also able to provide additional levels of support or managed services approach which can be defined with a customer.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: RingCentral provides an end-to-end service to achieve a successful implementation and go-live of the services. A robust, yet adaptable, framework encompasses core activities including project initiation, discovery, detailed design, build & configuration, pilot implementation, number (DDI) porting, user and administrator training, acceptance testing, go-live checkpoint and service transition. The training can be both onsite and online based on customer's requirements and needs. We also provide a wide range of user documentation 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: At the end of a contract, numbers can - if required - be ported from RingCentral to another supplier following the standard industry process.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • 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: RingCentral is a cloud-based solution and is available anytime, anywhere on the device of your choice, via a desktop and mobile client. At RingCentral we highly value user experience and our solution has been recognised as one of the most intuitive in the market by several analysts. We provide a consistent experience across devices with a similar look and feel, navigation and functionalities. With RingCentral your users do not need to learn and relearn how to use the solution.
• Service interface: Yes
• User support accessibility: WCAG 2.1 A
• Description of service interface: Moves, adds, changes, deletions (MACDs) can be made instantly through the administrator interface. RingCentral provides an administrator portal which 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. RingCentral is also able to perform adds, moves, and changes on your behalf if desired at no cost.
• Accessibility standards: WCAG 2.1 A
• Accessibility testing: N/a
• API: Yes
• What users can and can't do using the API: RingCentral provides an open API platform for businesses to build communications capabilities in the business applications and systems of their choice. More information available at https://developers.ringcentral.com/
• API documentation: Yes
• API documentation formats:
  • Open API (also known as Swagger)
  • PDF
  • Other
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: With RingCentral, users can choose the way they communicate by customising call configurations and call flows as well as setting up the devices of their choice. As part of RingCentral's no code/low code/full code approach, further customisation is available through using the OpenAPIs for integration into other business applications, either via low code or full code.

Scaling

• Independence of resources: RingCentral's platform has been designed from the ground up with high availability and geo-redundancy in mind. As a cloud solution RingCentral is highly scalable and provides service availability up to 99.999%.

Analytics

• Service usage metrics: Yes
• Metrics types: RingCentral provides full call log and call recording details as well as call costs in the online management portal. This is supplemented with powerful analytics for reviewing performance and aspects such as Quality of Service and MOS (Mean Opinion Score) values. We provide live reporting at an additional cost, which provides 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 (no extras)
• Organisation whose services are being resold: 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: 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: Another external penetration testing organisation
• Protecting data at rest:
  • Physical access control, complying with CSA CCM v3.0
  • 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: RingCentral users will be able to easily export their data from the RingCentral online management portal.
• Data export formats:
  • CSV
  • Other
• Other data export formats: JSON
• 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: RingCentral's platform has been designed from the ground up with high availability and geo-redundancy in mind. RingCentral guarantees up to 99.999% service uptime. We will share on financial compensation adjustments associated with underperformance upon request. RingCentral invests in a world-class Network Operations Centre, which is monitored 24/7/365 by highly skilled engineers to support up to 99.999% availability.
• Approach to resilience: RingCentral’s architecture has multiple levels of inter & intra redundancy built into it. It’s designed to run in an active/active mode and seamlessly switches 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: RingCentral’s 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. RingCentral 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). RingCentral 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. Service status can be checked at https://status.ringcentral.com

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
  • Other
• Other user authentication: RingCentral can integrate with third-party Single-Sign-On (SSO) providers, like Okta and Azure AD, that adhere to SAML 2.0.
• Access restrictions in management interfaces and support channels: RingCentral has complex password requirement to restrict access to its service. Upon entering wrong details a user's account will be locked. Within the RingCentral administration portal, users can apply role based access control to ensure only designated users have access to certain functions.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
  • Other
• Description of management access authentication: RingCentral can integrate with third-party Single-Sign-On (SSO) providers, like Okta and Azure AD, that adhere to SAML 2.0.

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: Yes
• Who accredited the ISO/IEC 27001: Coalfire
• ISO/IEC 27001 accreditation date: 14/12/2020
• What the ISO/IEC 27001 doesn’t cover: The organizational scope includes the Executive Leadership, Chief Information Security Office, the Chief Information Office, Cloud Operations, Product and Technology, Legal, Chief People Office and Chief Digital Office teams affecting the Information Security Management System.
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: Yes
• Who accredited the PCI DSS certification: Security Metrics
• PCI DSS accreditation date: 20/10/2021
• What the PCI DSS doesn’t cover: The PCI certification relates to RingCentral as a merchant
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: Yes
• Any other security certifications:
  • ISO27017
  • ISO27018
  • ISO22301
  • ISO27001 compliance (Datacentres)
  • GDPR
  • German BSI C5
  • HITRUST CSF Certified
  • HIPAA
  • SOC 2+ FINRA CSR

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 the RingCentral system. The security of RingCentral’s 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. RingCentral is compliant with both SSAE16 SOC-1 Type II and SOC-2 Type II in addition to being PCI compliant. RingCentral undergoes yearly security audits from third party organisations to ensure high levels of security for data at rest, and during transmission. Additional information of our approach to security can be read at this link: https://www.ringcentral.co.uk/trust-centre.html#security

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: RingCentral’s 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: RingCentral is continuously monitoring for threats to operational services with an infrastructure that incorporates Intrusion Detection Systems (IDS) and other defence in depth elements to monitor network activity for suspicious traffic and attacks. Threat intelligence is gathered from multiple sources, including CVE, and subject to the criticality, patches are deployed inline with RingCentral's policies.
• Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Protective monitoring approach: We have NOC monitoring incidents 24x7. 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: We have NOC monitoring 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: Yes
• Connected networks: Joint Academic Network (JANET)

Social Value

• Fighting climate change:

  Fighting climate change

  RingCentral is committed to fighting climate change through reducing its effect on the environment. As a cloud-based service, RingCentral inherently makes connecting, communicating and collaborating easier. We believe that printing documents and travelling to meetings — and thereby using non-renewable resources — can be substantially reduced, or even become a thing of the past, by using our technology. Our efforts go far beyond our service, because sustainability is ingrained into all of our operations. We want to make it easy for our employees and business partners to have an impact on the environment. One example is that we offer sustainable food options at all of our locations, as well as electric vehicle charging stations and composting programs. In 2019 (pre-pandemic) RingCentral and its customers used 32,942,528 hours of audio and video conferencing, helping to reduce travel and associated greenhouse gases. What does this mean for public sector organisations? With our technology, we can help reduce your carbon footprint by: - Enabling people to work productively from home with our cloud-based secure platform - Not investing in expensive on-premises infrastructure which consumes a significant amount of energy, contributing to your carbon footprint and helping you to meet your CSR targets. Probrand continually reviews our practices and policies to ensure we are supporting environmental protection and improvement in line with our ISO14001 certification. We pledge to use teleconference and video conference facilities where possible to reduce travel, and thus the carbon footprint, to a minimum for both our employees and also our customer base. We are currently launching an Electric Car scheme for all employees, to encourage the use of electric vehicles and having drastically reduced our Company Car Fleet to a minimum, we a have also amended our Car Allowance Policy to apply only to low emission vehicles.
• Tackling economic inequality:

  Tackling economic inequality

  Probrand will continue to support and engage with contacts at local colleges, universities, Job Centres and recruitment agencies to retain and boost the number of applications from the local workforce. We also support hybrid working and so can be accessible for individuals throughout the country, with multiple current employees based around the UK. Our Birmingham based office is readily accessible in a central city location with multiple transport links nearby and is fully accessible for disabled individuals. Our career paths for employees show clear progression routes and we fully support this with access to Government Apprenticeship, internal training and mentoring, as well as relevant certifications and qualifications. With regular appraisals and reviews, any skills gaps or training needs are identified early and plans implemented to provide support and training. We currently use Teachable to support employees with their training needs and have recently launched the Docebo Learning Platform for employees to access training courses as and when needed. Probrand is an accredited Real Wage Employer.
• Equal opportunity:

  Equal opportunity

  Probrand is proud to be an equal Opportunities Employer. This is clear on our job adverts and careers page. We have invested in Equality, Diversity and Inclusion training across the business for both Management and employees to ensure we have a supporting and welcoming culture and environment for all. Our Birmingham based office is readily accessible in a central city location with multiple transport links nearby and is fully accessible for disabled individuals. Regular performance reviews and appraisals are held with employees to provide the opportunity to discuss training requirements if needed or additional support that may be required. Training and progression is available to all employees irrespective of background, race, age, sex, disability etc. Pay and benefits are reviewed twice a year and pay is actively monitored and reported on to ensure there are no pay gaps or inequalities.
• Wellbeing:

  Wellbeing

  Probrand understands, especially in the past few years with the additional pressures caused by home-working as a result of the pandemic, that supporting health and wellbeing is key within our workforce. We give access to our Wellness Centre, hosted through our intranet, that gives advice and resources on: • Finances and budgeting to ease stress that can be caused by financial worry • Advice on eating in a healthy manner to support physical and mental wellness • Resources on mindfulness, meditation and improving sleep to support mental wellbeing • Discounts on local gyms • Staff have access to the Gym facilities in our Office building, and classes such as Yoga • Physical exercises that can be done to improve fitness and ensure our primarily desk-based workforce are following appropriate DSE guidance We ensure our workforce have access to trained physical and mental health first aiders - for any employees that may not be comfortable discussing issues with a colleague, we give all our employees access to the Bupa Healthy Minds scheme where confidential support can always be provided on a 24/7 basis. Probrand has a specific Menopause Policy and look to educate our entire workforce of how this impacts individuals and those around them to remove any stigma around this issue and support individuals in living well through this period of their lives. We support local charities each year and hold fundraising events for employees and their families throughout the year. We have recently launched a Volunteering Scheme which enables employees to take 2 paid days each year volunteering to do charitable work in the community – popular activities include working at food banks and collecting clothes for the homeless in Birmingham. We support the LoveBrum charity who raise money to help local projects within the Birmingham area.

Pricing

• Price: £3.99 a unit a month
• Discount for educational organisations: Yes
• Free trial available: Yes
• Description of free trial: RingCentral offers a 14-day trial which is a limited version of our services but will help buyers familiarise themselves with our solution, key functionalities and user experience.
• Link to free trial: https://www.ringcentral.co.uk/office/plansandpricing.html

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