EXPONENTIAL-E LIMITED

Hosted Cloud Telephony / Unified Communications as a Service (UCaaS)

Exponential-e's Hosted Cloud Telephony / Unified Communications as a Service provides users with telephony functionality from our centralised, resilient voice application servers. Our Hosted UCaaS is a Cloud-based Unified Communications Service which is delivered over our business-only, reliable and low latency network.

Features

• Integrated Unified Communications suite: presence, chat, voice, video, collaboration tools
• Single-identity synchronised across multiple devices: deskphone, computer, mobile and tablet
• High quality HD Audio and Video
• N-Way Audio and Video conferencing
• Feature-rich, full PBX replacement solution
• Seamless-transition. Start calls on your deskphone and transition to mobile
• Chat and share information with multiple colleagues (file-transfer and desktop-sharing)
• Call Reporting, Recording and Call/Contact Centre features
• Remote Access to call management features from any device

Benefits

• Reduce CapEx with a full end to end managed solution
• Improve productivity through an intuitive and collaborative interface
• Business continuity underpinned by robust SLAs
• Faster, more efficient decision making through more effective communication tools
• Save time and travel costs by introducing UC applications
• Future-proof solution, continually updated through central upgrades and development
• Flexible capacity that scales as required, growing with your business
• Integration with digital clinical systems providing patient centric workflow
• User mobility enabling users to work from anywhere
• Reduce cost of calls between offices, home-workers and mobile-workers

Service documents

• Pricing document

  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 psbids@exponential-e.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

250271621722952

Contact

Kay Sugg
02034358835
psbids@exponential-e.com

About your service

• Service categories:

  Applications

  Collaborative

  • Team collaboration

  Conferencing and virtual event

  • Web Conferencing Applications
  • Virtual Event Applications
• Multi cloud support: Yes

Service scope

• Software add-on or extension: No
• Cloud deployment model:
  • Public cloud
  • Private cloud
• Service constraints: The service is underpinned by a full SLA, subject to the purchase of network connectivity.
• System requirements:
  • IP Connectivity
  • Laptop/PC - Windows 7 and above
  • Android Smart Phone / Apple iOS
  • PoE

User support

• Email or online ticketing support: Yes
• Support response times: P1 Target Response Time - 30 mins; P2 Target Response Time - 30 mins; P3 Target Response Time - 1 hour; P4 Target Response Time - 4 hours
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.2 AA
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: No
• Onsite support: Yes, at extra cost
• Support levels: Business Hours (0900-1700), weekdays excluding Bank Holidays. Extended Business Hours (0800 - 1800), weekdays excluding Bank Holidays. 24x7x365, including Bank Holidays.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Exponential-e provides onsite training after installation as standard and this is provided alongside user documentation. Online training is optional and can be provided at an extra cost.
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: Available upon request dependent on the type of data required.
• End-of-contract process: Termination; Terms; At the point of termination, all customer data, accounts and access will be permanently deleted and will not be able to be subsequently recovered or restored.; Costs; There are no termination costs for this service. Customers are responsible for extracting their own data from the platform if required.; Exponential-e may make an additional charge for transferring data out of the service.
• Documentation accessibility standard: WCAG 2.2 AA

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
• Application to install: Yes
• Compatible operating systems:
  • Android
  • IOS
  • Linux or Unix
  • MacOS
  • Windows
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: You cannot screen share from a desktop to a mobile
• Service interface: No
• User support accessibility: WCAG 2.2 AA
• API: Yes
• What users can and can't do using the API: On request depending on the users environment
• API documentation: Yes
• API documentation formats: Open API (also known as Swagger)
• API sandbox or test environment: No
• Customisation available: Yes
• Description of customisation: Users profiles pictures can be customised.; Application can be Exponential-e branded or white labelled.; Application can customised to feature logo for additional fee.

Scaling

• Independence of resources: We operate a fully partitioned, multi-tenant platform, engineered to scale to a near infinite number of users.

Analytics

• Service usage metrics: Yes
• Metrics types: Call Analytics
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request
• Resource tagging: Yes
• FOCUS resource tagging: No

Resellers

• Supplier type: Reseller providing extra features and support
• Organisation whose services are being resold: Cisco Webex for Broadworks and Zoom

Staff security

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

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations: 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 4.0)
• Penetration testing frequency: At least once a year
• Penetration testing approach: ‘IT Health Check’ performed by a CHECK service provider
• Protecting data at rest:
  • Physical access control, complying with CSA CCM v4.0
  • Physical access control, complying with SSAE-18 / ISAE 3402
• Data sanitisation process: Yes
• Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v4.0, CAS (Sanitisation) or ISO/IEC 27001
• Data sanitisation type: Explicit overwriting of storage before reallocation / Secure Erase

Data importing and exporting

• Data export approach: Call Analytics can be exported by CSV or PDF formats. Reports can also be scheduled via the portal, so a supervisor /admin receives a report at a specified time in their inbox.
• Data export formats: CSV
• Data import formats: CSV

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • Private network or public sector network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Legacy SSL and TLS (under version 1.2)
  • Other
• Other protection between networks: Via HSCN
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Legacy SSL and TLS (under version 1.2)
  • Other
• Other protection within supplier network: Via HSCN Stage 3 Certification.

Availability and resilience

• Guaranteed availability: (SLA) 99.99, assured by contractual commitment.
• Approach to resilience: Details available on request.
• Outage reporting: Email Alerts; Public dashboards

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • Public key authentication (including by TLS client certificate)
  • Dedicated link (for example VPN)
  • Username or password
• Access restrictions in management interfaces and support channels: Not applicable.
• Access restriction testing frequency: At least once a year
• Management access authentication: Username or password

Audit information for users

• Access to user activity audit information: Users receive audit information on a regular basis
• How long user audit data is stored for: Between 6 months and 12 months
• Access to supplier activity audit information: Users receive audit information on a regular basis
• 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

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: Details available on request.
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Configuration and change management approach: Details available on request.
• Vulnerability management type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Vulnerability management approach: Details available on request.
• Protective monitoring type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Protective monitoring approach: Details available on request.
• Incident management type: Complies with a recognised standard, for example, CSA CCM v4.0 or ISO/IEC 27035:2011 or SSAE-18 / ISAE 3402
• Incident management approach: Exponential-e’s ITIL-based Incident Management process is integrated into its ISO9001 and ISO20000-1 accredited framework. Pre-defined procedures address common events, with examples including automated scripts for capacity-related issues .Incidents are reported by users via email, phone, or ServiceNow, which generates a tracking number for efficient handling and prioritisation. These incidents are logged, allocated to appropriate teams, and resolved based on their urgency and impact. Incident updates are provided regularly, with detailed reports shared for major incidents. Post-resolution evaluations ensure continuous improvement, supported by root cause analyses and formal Reason for Outage reports.
• Post-quantum cryptography secure: No

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 v4.0)

Public sector networks

• Connection to public sector networks: Yes
• Connected networks: Health and Social Care Network (HSCN)

Pricing

• Discount for educational organisations: No
• Free trial available: No

Discount percentage by annual call-off contract value (excluding VAT)

• Less than £250,000: 0%
• Between £250,000 and £500,000: 2%
• Between £500,001 and £1,000,000: 4%
• Between £1,000,001 and £2,500,000: 6%
• Between £2,500,001 and £5,000,000: 10%
• Over £5,000,001: 15%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: BSI
• ISO/IEC 27001 accreditation date: Saturday 13 April 2024
• What the ISO/IEC 27001 doesn’t cover: None
• ISO 28000:2022 certification: No
• ISO 9001 certification: Yes
• Who accredited the ISO 9001 certification: BSI
• ISO 9001 accreditation date: Saturday 13 April 2024
• What the ISO 9001 doesn’t cover: None
• Quality management systems (QMS): Yes
• CSA STAR certification: Yes
• CSA STAR accreditation date: Saturday 13 April 2024
• CSA STAR certification level: Level 1: CSA STAR Self-Assessment
• What the CSA STAR doesn’t cover: None
• PCI certification: Yes
• Who accredited the PCI DSS certification: PCI Security Standards Council
• PCI DSS accreditation date: Friday 30 January 2026
• What the PCI DSS doesn’t cover: Not applicable
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: C82c415b-9423-4525-9c4d-2a800deb7fdc
• Cyber essentials plus: Yes
• Please provide your Cyber Essentials Plus Certificate Number: 5dd79cac-9d43-47c5-89dc-7942d72666ee
• Other security certifications: Yes
• Any other security certifications:
  • HSCN CN-SP Stage 2
  • SOC Type 1 & 2
  • ISO27017

Social value

• Section B - Commitment for Future: Delivery:

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 1: Fair work: That offers fair wages and good working conditions. Help people get a job, stay in work, and progress in their careers, with good employment opportunities across the country. Notes: Where there is a large proportion of labour costs in the contract, commercial teams should consider MAC in Outcome 1 as a priority

    • New or retained jobs on the contract workforce in the relevant area that meet the criteria set out in MAC 1b, 1c and 1d
    • New apprenticeships on the contract workforce in the relevant area that meet the criteria set out in MAC 1b
    • Providing opportunities for, and measuring and monitoring of, staff workforce conditions over time, including employee engagement, involvement in decision-making and satisfaction and adapting to any changes in the results, with clear processes for acting on issues identified
    • Plans to engage the contract workforce in deciding the most important workplace issues to address
    • Employment contracts that reflect actual hours worked; steps taken to ensure employees understand their contracts and have the ability to review and adjust them if actual hours regularly exceed contracted hours
    • Activities that support an environment where staff are educated about, and feel empowered to, address their physical wellbeing
    • Activities that support an environment where staff are educated about and feel empowered to report and address bullying and harassment
    • Measures to support in-work progression to help people in the contract workforce, to move into higher paid work by developing new skills relevant to the contract
    • Support for the contract workforce by providing career advice, and providing opportunities for staff working on the contract with in-work progression career development into known skills shortages or high growth areas
    • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications
    • Volunteering opportunities for staff

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 2: Skills for growth: Supporting growth sectors and addressing skills gaps.

    • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications
    • Delivery of apprenticeships, supported internships and T Level industry placement opportunities (Level 2, 3 and 4+) in relation to the contract

  • Mission: Make Britain a clean energy superpower: To cut bills, create jobs and deliver security with cheaper, zero-carbon electricity by 2030, accelerating to net zero

    Policy Outcome 4: Sustainable procurement practices: Reducing carbon footprints, minimising waste, and promoting the use of clean energy and green technologies.

    • Understanding of opportunities for additional environmental benefits delivery in the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
    • Delivery of additional environmental benefits through the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies

  • Mission: Break down barriers to opportunity: By reforming our childcare and education systems, to make sure there is no class ceiling on the ambitions of young people in Britain

    Policy Outcome 6: Employment and training: For those who face barriers to employment

    • Understanding of the issues affecting inequality in employment, skills and pay in the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors. Measures to tackle inequality in employment, skills and pay in the contract workforce

  • Mission: Build an NHS fit for the future: That is there when people need it; with fewer lives lost to the biggest killers; in a fairer Britain, where everyone lives well for longer.

    Policy Outcome 8: Increasing productivity through physical and mental wellbeing: In the supply chain and communities in the relevant area.

    • Understanding of issues relating to health and wellbeing, including physical and mental health, in the contract workforce
    • Understanding barriers to access to health and social care services or employment opportunities e.g. digital inclusion
    • Inclusive and accessible recruitment practices, development practices and retention policies that support-focused activities including those provided in the Guide for line managers on recruiting, managing and developing which support people with a disability or health condition
    • Actions to invest in the physical and mental health and wellbeing of the contract workforce

Service documents

• Pricing document

  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 psbids@exponential-e.com. Tell them what format you need. It will help if you say what assistive technology you use.