Ciptex

Twilio Support

We allow organisations to benefit from our expertise in Twilio Contact Centre and Digital Engagement solutions. Includes design, delivery, support and improvement, global roll-out and Program Management. We provide clients with support packages to assist with ongoing developments, upgrades and cross-system compatibility.
Consumption costs can also be billed through Ciptex.

Features

• Development resource for Twilio Flex contact centre
• Turnkey roll out of Flex deployment
• Additional resource capacity to complete projects
• Compliment in house skills
• Design and consultancy service
• Program management capability
• Access our pre-built Twilio Plug-in library
• Provide support services for Twilio cloud service

Benefits

• Reduce time to deliver
• Reduce cost of deployment
• Improve functionality and operation
• Solve implementation issues
• Obtain ongoing expert support and guidance
• Bulk buy to reduce unit cost

£2,000 a unit a month

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 jolyon.parsons@ciptex.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

232673218614609

Contact

Jolyon Parsons
0345 880 0808
jolyon.parsons@ciptex.com

Planning

• Planning service: Yes
• How the planning service works: We can provide expert support as required to help clients with architectural design and implementation of their desired solution.; Our deliver team are familiar with a range of different implementation models - from fully agile to waterfall - to help with the planning processes.; From a technical point of view, we cover a wide range of different technologies, and can thus suggest different solutions that cater for a wide range of requirements and / or budgets.
• Planning service works with specific services: Yes
• Hosting or software services the planning service works with:
  • Twilio Products and Services
  • Twilio Flex contact centre
  • Twilio Programmable Voice
  • Twilio API Services

Training

• Training service provided: Yes
• How the training service works: We tailor training for the project and project team. We can provide training on the systems being developed, including your bespoke implementation and any additional Cloud hosting systems being used.; Our training is typically a train-the-trainer approach, supplemented by interactive user documentation guides. We can however adjust our approach to include more end user training too.
• Training is tied to specific services: Yes
• Services the training service works with:
  • Twilio Products and Services
  • Twilio Flex
  • Twilio Programmable Voice
  • Twilio APIs

Setup and migration

• Setup or migration service available: Yes
• How the setup or migration service works: Our team have been delivering cloud based solutions since 2006. We have vast experience of migrating clients to cloud based solutions and in the 14 years that we have been doing this have experienced and overcome almost all of the pitfalls and potential gotchas associated with adopting and replacing cloud based communications solutions. We can either lead the migration or provide additional skills and expertise to compliment existing plans and resources. Our implementation methodology considers the practical requirements around onboarding a new solution within an organisation. We can also suggest areas of organisational change to considered, to help mitigate the natural reluctance towards change.
• Setup or migration service is for specific cloud services: Yes
• List of supported services:
  • Twilio Products and Services
  • Twilio Flex
  • Cloud Based Contact Centre Solutions
  • Twilio Programmable Voice
  • Twilio APIs

Quality assurance and performance testing

• Quality assurance and performance testing service: Yes
• How the quality assurance and performance testing works: We can provide different levels of QA, and also help measure against Non-Functional Requirements. Our teams includes QA resources to ensure the quality of what we deliver.; We can also involve / recommend specialist teams for areas such as PEN / volume testing.

Security testing

• Security services: Yes
• Security services type: Security design

Ongoing support

• Ongoing support service: Yes
• Types of service supported:
  • Buyer hosting or software
  • Hosting or software provided by your organisation
  • Hosting or software provided by a third-party organisation
• How the support service works: All our support is based on our support packages, which give you the flexibility to buy as little or as much support as you feel you need to assist you with the development and support of your Twilio solutions and services. We can provide different levels of support, depending on hours of operation and the level of assurance required.

Service scope

• Service constraints: None

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Lead times are dependent on priority of the issue, and are consistently available 24x7 (dependent on service times). Our response time SLA for priority issues is 1 hour as a maximum.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.1 AA or EN 301 549
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: Yes, at an extra cost
• Web chat support availability: 24 hours, 7 days a week
• Web chat support accessibility standard: WCAG 2.1 AA or EN 301 549
• Web chat accessibility testing: Ciptex Support Webchat powered by Ciptex RACE has been tested with a number of screen readers and other assistive technologies and is in use by several charities providing services to those requiring Assistive Technologies
• Support levels: We offer different levels of support, dependent on a client's needs. The cost of support provided is dependent on the solution provided, and the level of support needed.; Our service desk is manned by a team of cloud support engineers who handle the queries.

Resellers

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

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: Up to Developed Vetting (DV)

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: IMSM
• ISO/IEC 27001 accreditation date: 11/08/2023
• What the ISO/IEC 27001 doesn’t cover: Nothing
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: Yes
• Who accredited the PCI DSS certification: Securious Limited
• PCI DSS accreditation date: 15/12/2023
• What the PCI DSS doesn’t cover: PCI DSS certification is specifically in relation to our One Payment Cloud solution
• Cyber essentials: Yes
• Cyber essentials plus: No
• Other security certifications: Yes
• Any other security certifications:
  • SOC 2 (Service Organization Control 2)
  • HIPAA (Health Insurance Portability and Accountability Act)
  • GDPR (General Data Protection Regulation)

Social Value

• Social Value:

  Social Value

  • Fighting climate change
  • Covid-19 recovery
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  Twilio's cloud-based communication platform enables remote work and virtual collaboration, reducing the need for extensive travel and commuting. By facilitating remote communication, Twilio helps organisations minimise their carbon footprint and overall environmental impact.

  Covid-19 recovery

  During the Covid-19 pandemic, Twilio's communication tools have been instrumental in enabling remote work, virtual events, telehealth services, and contactless customer interactions. Twilio's solutions have supported businesses and organisations in adapting to new challenges and maintaining operations during lockdowns and social distancing measures.

  Tackling economic inequality

  Twilio's accessible and scalable communication solutions can empower businesses of all sizes, including startups and SMEs, to compete on a level playing field. By providing affordable and flexible communication tools, Twilio helps democratise access to technology and opportunities, thereby contributing to reducing economic inequality.

  Equal opportunity

  Ciptex's diverse workforce and commitment to inclusion and diversity initiatives promote equal opportunity within the company. Additionally, Twilio's communication tools can help organizations enhance accessibility, reach underserved communities, and bridge communication gaps, thus fostering equal opportunities for participation and engagement.

  Wellbeing

  Twilio's communication platform supports various applications in healthcare, mental health support, crisis intervention, and community outreach. By enabling secure and reliable communication between individuals, healthcare providers, and support organizations, Twilio helps promote overall wellbeing and access to essential services, particularly in times of crisis or need.

Pricing

• Price: £2,000 a unit a month
• Discount for educational organisations: 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 jolyon.parsons@ciptex.com. Tell them what format you need. It will help if you say what assistive technology you use.