Charterhouse Voice & Data

Fusion Teams - Managed Cloud Telephony & UC Service

Fusion Teams is a hosted SBCaaS platform that allows for both Direct Routing connections to Microsoft Teams and for integration of legacy PBX solutions with Microsoft Teams

Features

• Provision of inbound/outbound calling to Microsoft Teams
• Integration of Microsoft Teams with legacy PBX estate
• Utilise PBX capabilities with Microsoft Teams

Benefits

• Ability to make and receive phone calls using Microsoft Teams
• Route calls between Microsoft Teams and internal PBX extensions
• Use multiple devices to handle calls, including Microsoft Teams endpoints

£5 a user 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 publicsector@cvdgroup.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

233816577811922

Contact

Liz Holmes
02076137441
publicsector@cvdgroup.com

Service scope

• Software add-on or extension: No
• Cloud deployment model:
  • Public cloud
  • Private cloud
• Service constraints: Integration with various PBX types and expected functionality needs to be scoped on a case-by-case basis
• System requirements: None

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Our support desk is 24x7 and any emails or online tickets are handled as per the below SLA. General Questions are classified as a severity 5 and have an update SLA of 48 hours. Other severity classifications have a response time as per below: Severity 0 - 30min, Severity 1 - 120 min; Severity 2 - 4 hours; Severity 3 - 12 hours
• User can manage status and priority of support tickets: No
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: No
• Onsite support: Yes, at extra cost
• Support levels: We provide office hours or 24x7 support depending on customer requirement. We provide technical account management and service delivery management along with a technical design authority within the team that manages the customer relationship so as to drive value, ensure the customer maximises adoption of existing technology and constantly innovates. We develop long term partnerships with our customers. Our aim is to gain a deep understanding of customers strategic goals and ensure we provide the technology and service wrap that enables them to meet their business outcomes.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Our service will be delivered using bespoke Professional Services - this typically includes full admin and user training where appropriate
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: N/A
• End-of-contract process: N/A

Using the service

• Web browser interface: No
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: Same user experience
• Service interface: No
• User support accessibility: None or don’t know
• API: No
• Customisation available: Yes
• Description of customisation: Fusion Teams integration can be customised for integration with a wide range of PBXs

Scaling

• Independence of resources: Our platform is multi-instance not multi-tenant so no single customer is reliant on or affected by any other customers usage. In terms of individual users within a single customer, we build the instance to cater for growth and scale as agreed and required by the specific customer. Adding additional compute resource when customers grow is simple and non service affecting.

Analytics

• Service usage metrics: No

Resellers

• Supplier type: Reseller providing extra features and support
• Organisation whose services are being resold: MS Teams, Gamma, Virtual 1, Redbox, Oak, Plantronics, Ribbon, Audiocodes

Staff security

• Staff security clearance: Conforms to BS7858:2019
• 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
• User control over data storage and processing locations: No
• Datacentre security standards: Managed by a third party
• Penetration testing frequency: Never
• Protecting data at rest: Physical access control, complying with CSA CCM v3.0
• Data sanitisation process: No
• Equipment disposal approach: A third-party destruction service

Data importing and exporting

• Data export approach: N/A
• Data export formats: Other
• Other data export formats: N/A
• Data import formats: Other
• Other data import formats: N/A

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: We provide 99.90% availability
• Approach to resilience: This information is sensitive - but we can confirm that our solution typically incorporates multiple elements designed to provide HA operation. The service is hosted within Microsoft Azure and enjoys resilient connectivity with multiple carriers for diversity.
• Outage reporting: Email alerts,; Portal alerts,; Service desk verbal communication.

Identity and authentication

• User authentication needed: Yes
• User authentication: Public key authentication (including by TLS client certificate)
• Access restrictions in management interfaces and support channels: The Microsoft Teams tenant and Fusion Teams authenticate using secure certificates
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • 2-factor authentication
  • Dedicated link (for example VPN)
  • Username or password

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: Less than 1 month

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: British Assessment Bureau
• ISO/IEC 27001 accreditation date: 15/09/2021
• What the ISO/IEC 27001 doesn’t cover: N/A
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: No
• Other security certifications: Yes
• Any other security certifications: Cyber essentials

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards:
  • ISO/IEC 27001
  • Other
• Other security governance standards: Cyber Essentials
• Information security policies and processes: Charterhouse have achieved the cyber essentials security accreditation.; Cyber Essentials Certification requires that you configure and use a firewall to protect all your devices, particularly those that connect to public or other untrusted Wi-Fi networks.; Cyber Essentials requires that only necessary software, accounts and apps are used.; Cyber Essentials requires that you control access to your data through user accounts, that administration privileges are only given to those that need them, and that what an administrator can do with those accounts is controlled.; Cyber Essentials requires that you implement at least one of the following approaches to defend against malware;; - Anti-malware measures; - Whitelisting; - Sandboxing; - Cyber Essentials Certification requires that you keep your devices, software and apps up to date.; IT manager, IT Administrators, Engineering and operations report directly into the Group IT Director - Guy Deterding; To retain Cyber Essentials accreditation an annual on site audit including network penetration testing is carried out.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Change Control Process covers changes made to operational systems, to mitigate the risks and impacts that any change has and ensures good communication at all stages.; Change Management ensures changes to core infrastructure and services are performed and implemented correctly.; Best practice guidance, aligned to ITIL (OGC), recommends that the starting point for any change should be a review of generic questions or the ‘seven Rs’.; A risk and impact assessment is carried out for each change this involves detailing the assets under change.; The Change Advisory Board (CAB) has a representative from each impacted business area.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: We adhere to our vendors vulnerability management processes. We will deploy patches immediately where practical. We get information regarding potential threats from our vendors.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: We use a number of processes and solutions to identify potential compromises including eforensics, network diagnostics tools, user behaviour analysis, endpoint security, advanced threat protection. Once unusual behaviour or a threat is detected we respond accordingly to inform ten customer where required and or resolve/prevent the compromise. Incidents raised by customers will be responded to as per our P1-P4 categorisation.
• Incident management type: Supplier-defined controls
• Incident management approach: We work to an ITIL aligned Incident Management process. Once notified of an incident, our Service Desk will log and own the incident through to resolution and closure. Incidents are prioritised according to the impact and urgency to the business. The priority determines the target response and workaround/resolution times as well as the frequency of updates that apply for that incident. Proactive communication throughout the life-cycle of the incident is as important as the resolution itself. In line with the priority of the incident we provide regular progress updates until resolution. Escalation is applies ensuring SLAs are met.

Secure development

• Approach to secure software development best practice: Supplier-defined process

Public sector networks

• Connection to public sector networks: No

Social Value

• Social Value:

  Social Value

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

  Fighting climate change

  At Charterhouse group are working hard to fight climate change, from Zero or offset carbon suppliers, to making sure we can use the circular economy and deploy tools and services that are carbon or energy reducing compared to the current platforms and services. Some examples are SIP from a carbon neutral company, to recycling old handsets and PBX equipment, and looking to displace handsets for power savings by using softphones on laptops and PC's that are already consuming power over physical handsets that draw power in addition to devices already being powered. ; We are empowering the business to look at this area closely and develop new policies and objectives as part of the business planning cycles. The Environment Policy of The Company is to ensure so far as it is reasonably practicable that its operations will be carried out with a commitment to protecting and enhancing the environment. As an office we know that we generate wastepaper products. However, as we strive for excellence in every aspect of our business, we are committed to minimising the environmental impacts of the business operation.; Our stated aims are to:; • Aim to continuously improve our environmental performance particularly with regards to our recycling and re-use of paper.; • Where possible we will use recycled or ecologically friendly paper.; • We will use 'waste' paper for notepads unless confidentiality may be compromised.; • Reduce our consumption of resources and improve the efficiency of those resources by printing double sided where practicable.; • Manage waste generated from my business operations according to the principles of reduction, re-use and recycling.; • Recycle all paper products, ink or toner cartridges.; • Comply as a minimum with all relevant environmental legislation as well as other environmental requirements.

  Covid-19 recovery

  Charterhouse is a growing group of companies, made up of several organisations from across the UK, we are continuing to employ staff from various backgrounds. ; We have created new employment opportunities, will re-train staff that find themselves in a position that their role is no longer available and support employment of those who left employment by COVID-19. Locally sourced staff is no longer the norm, we are embracing the work from anywhere culture, our staff current and new will have the option to work from home or an office and no longer need to be employed from the local area however, where new staff would like to work from a local office, they will be given that opportunity. ; Charterhouse will look to support businesses in the recovery from Covid by supporting them in new ways of working by implementing new technologies that support the new ways of working that decrees the need for travel and reduce the chance of infection rates. These new technologies and ways of working will support the recovery of our NHS and other organisations to levels pre-Covid. Our ability to bring together many technology stacks allows business to employ the right people as Charterhouse does and drive success through innovative ways of working. ; Implementing new health initiatives within Charterhouse will support mental and physical health for staff, maintaining the hybrid working environment will stop the spread of the COVID 19 within our workforce allowing economic growth.; At Charterhouse, we feel strongly about being able to give back to our community. Each year we nominate an organisation doing great work with those in need and support them – both financially through our regular fundraising, and practically with our business technology expertise where they need help and support.

  Tackling economic inequality

  Charterhouse is growing, in the last 3 years we have purchased existing business to ensure group growth, these companies have brought growth to both their business and ours. These businesses are hiring within the group to ensure that we can continue organic growth to secure the future of staff and the wider group. Our ability to support SME’s is backed by our experience as an SME and one of a family run business. ; Growth for our group comes from within and externally where your ability and attitude is more important than diversity or background. Employing the best person is key to growth, but more importantly equality. Our HR team look at the person and ability to carry out a role rather than disability or background. ; Our goal is to continue growth from organic, ethical and people centric sales. We allow people to be themselves, to thrive, to learn and grow in their role or for future roles. Our staff where needed will be accredited via vendors and suppliers as well as industry standard qualifications needed, backed by time and support from Charterhouse to achieve these skills and accreditations. ; Charterhouse are introducing more robust policies to promote a supply chain that is more sustainable and based on value than size. Smaller distributers and suppliers can deliver more value to the group, we can support smaller business by offering more opportunities to work with us and on behalf of our customers where we need 3rd party support or distribution. ; We work closely with suppliers to ensure that we can deliver on contracts sustainable, ethically and securely, working to many ISO standards though to Cyber essentials and Cyber Essentials Plus, our accreditations provide a framework for growth, improvement and security.

  Equal opportunity

  We have a robust recruitment policy that drives equality from the top down. ; Assessment criteria; Our aim at Charterhouse Group, will be to always recruit the person who is most suited to each role, whether the candidate is internal or external. We recruit solely on the basis of the candidate’s skills, capabilities and individual merit as measured against the criteria for the role. Qualifications, experience, and skills may also be assessed at the level that is relevant to the job.; Job descriptions and employee specifications; Before initiating the recruitment process, the responsible Hiring Manager must ensure that there is an up-to-date job description for the role with clear employee specification.; Advertisement of vacancies; It is our policy that all vacancies be advertised on the company intranet. ; Equality, Diversity and Inclusion; We are committed to applying our equality, diversity and inclusion policy at all stages of the recruitment and selection process. We always carry out shortlisting, interviewing and selection without regard to an applicant's sex, gender identity, sexual orientation, marital or civil partnership status, skin colour, race, nationality, ethnic or national origins, religion or belief, age, pregnancy or maternity leave.; We will never exclude any candidate with a disability unless it is clear that the candidate is unable to perform a duty that is intrinsic to the role, having taken into account reasonable adjustments. ; To prevent any candidate from being disadvantaged because of a disability, the individual responsible for communicating with applicants should ask each candidate whether or not they require reasonable adjustments to be made. ; Interviews; Hiring Managers conducting recruitment interviews will ensure that any questions asked during the interview is not in any way discriminatory or unnecessarily intrusive. The interview will focus on the role and the skills needed to perform it effectively.

  Wellbeing

  Charterhouse take wellbeing seriously, not only do we ensure staff can work to a health work/life balance, but also can work from home when needed.; The further deployment of Yu Life gives staff a set of tools and challenges to maintain both body and mental health. Teams, individuals and friends all compete in daily and weekly challenges to keep body fit, and allows for mental hearth checks and challenges. ; Annual company meetings and mental health first aiders all encourage staff to maintain mental health, but in a time of need they know they have help available. ; In addition to the above, Charterhouse offer all staff added benefits, for example Private Health care, free flu jabs and eye tests, a day off on your birthday each year, all to help boost mind and body health.

Pricing

• Price: £5 a user a month
• Discount for educational organisations: Yes
• Free trial available: Yes
• Description of free trial: Free trial will be available for a period of 30 days

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