VIRGIN MEDIA BUSINESS LIMITED

IP Voice (SIP Trunking) from Virgin Media O2 Business

SIP Trunking offers a migration path from ISDN for Buyers who wish to retain a PBX. The Supplier’s SIP Trunking service can be provided over ‘any access’ with multiple access resilience configuration options available. An optional SIP Trunking Portal provides Buyers with web-based access to a configuration and reporting portal.

Features

• SIP Channels and SIP Trunks
• Anonymous call reject
• Incoming/outbound call barring
• Call diverts
• Calling Line Identity Presentation (CLIP)
• Calling Line Identity Restriction (CLIR)
• SIP Trunking Portal
• Blue light service
• New numbers
• Ported numbers

Benefits

• Highly resilient, reliable, cost effective SIP Trunking service
• Multiple SIP Trunk configuration options available
• Cost reduction compared to ISDN from channel consolidation
• Choice of data connectivity to use
• Support for common telephony features
• Choice of call plans
• Increased visibility and control with the optional SIP Trunking Portal
• UK wide coverage with number ranges

• Education pricing available

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

Framework

G-Cloud 15

Service ID

258220785046517

Contact

Lynne Magennis
07738 726687
PublicProcurement@virginmedia.co.uk

About your service

• Service categories:

  Applications

  Collaborative

  • Team collaboration
• Multi cloud support: No

Service scope

• Software add-on or extension: No
• Cloud deployment model:
  • Public cloud
  • Private cloud
• Service constraints: Not applicable
• System requirements:
  • Approved Session Border Controllers (SBCs)
  • SBCs to be configured to provided configuration guides
  • IPVPN/SD-WAN from Supplier or Internet from Supplier or third party

User support

• Email or online ticketing support: No
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: No
• Onsite support: Yes
• Support levels: Target restoration times: P1 6 working hours, P2 - 8 working hours, P3 - 1 working day and P4 - 3 working days.
• Support available to third parties: No

Onboarding and offboarding

• Getting started: Dependent upon the implementation plan, the Supplier will work closely with the Buyer to ensure onboarding is completed successfully. This is agreed prior to commencement of deployment. A SIP Trunking Portal Guide will be provided to Buyers who are purchasing the SIP Trunking Portal.
• Service documentation: Yes
• Documentation formats: ODF
• End-of-contract data extraction: Not applicable
• End-of-contract process: Customer will be required to port out their numbers before the service is ceased. There may be additional costs if there are delays in porting out.
• Documentation accessibility standard: None or don’t know
• How the documentation is accessible: Customer-facing documentation is available via our website and will be provided by our delivery teams as part of the kick-off phase during onboarding.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
• Application to install: No
• Designed for use on mobile devices: No
• Service interface: No
• User support accessibility: None or don’t know
• API: No
• Customisation available: Yes
• Description of customisation: Multiple SIP Trunk configuration options are available and can be deployed to suit the Buyer’s requirements. These are detailed in the Service Definition. Buyers can choose data connectivity from the Supplier (IPVPN/SD-WAN, SIA, DIA, Business Broadband) or use Third Party Internet. The SIP Trunking Portal is optional and can be ordered with the new SIP Trunking service or added in-life. Buyers can choose to only take the Core Feature Package or take the Enhanced Feature Package for only the Direct Dial Ins (DDIs) they want the extra features for.

Scaling

• Independence of resources: The service is scaled according to individual Buyer requirements. The platform has sufficient capacity to manage demand, with regular reviews. Therefore there will no impact from demand of other users.

Analytics

• Service usage metrics: Yes
• Metrics types: Buyers purchasing the SIP Trunking Portal will be able to create reports (which can also be scheduled) on a wide range or metrics for both incoming and outgoing calls .Buyers can also download call logs from the Portal.
• Reporting types:
  • Real-time dashboards
  • Regular reports
• Resource tagging: No
• FOCUS resource tagging: No

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Security Clearance (SC)

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: Managed by a third party
• Penetration testing frequency: At least once a year
• Penetration testing approach: Another external penetration testing organisation
• Protecting data at rest: Encryption of all physical media
• 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:
  • Deleted data can’t be directly accessed / Cryptographic Erasure
  • Explicit overwriting of storage before reallocation / Secure Erase

Data importing and exporting

• Data export approach: If the Buyers have purchased the SIP Trunking Portal they will be able to create reports on inbound and outbound calls and export the data.
• Data export formats: CSV
• Data import formats: Other
• Other data import formats: Not applicable

Data-in-transit protection

• Data protection between buyer and supplier networks: Private network or public sector network
• Data protection within supplier network: Other
• Other protection within supplier network: The platform is highly secure, adhering to appropriate UK security standards required for SIP Trunking services.

Availability and resilience

• Guaranteed availability: We will make the platform available according to an SLA of 99.999%. Service Credits are detailed in the Supplier's SLA document.
• Approach to resilience: All SIP Trunks are provisioned with platform side resilience as standard. This means for each SIP Trunk, two SIP platform IP addresses (or FQDNs as applicable) are provided for the two geo resilient PoPs on which the SIP Trunk has been configured. PBXs that support resilience should be configured with both IP addresses (or FQDNs as applicable). Buyers can opt for Dual SIP Trunks for added resilience with a choice of Active/Standby or Active/Active (Loadshare) configuration.
• Outage reporting: Notification of outages and other planned works scheduled on the platform, will be managed to the Buyer via the Supplier's process.

Identity and authentication

• User authentication needed: Yes
• User authentication: 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: Multi-Factor Authentication (MFA)

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: At least 12 months

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 Plus • ISO 20000-1 IT Service Management • ISO 22301 Business Continuity Management • ISO 9001 Quality Management System
• Information security policies and processes: The Supplier has its own information security policy based on ISO 27001, with established internal processes for handling security events. The Supplier has in place security teams dedicated to specific areas, and is audited regularly by external auditors to ensure compliance.
• 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: The Supplier follows an internal configuration and change management process. Each change is processed through the following stages: Identifying the details of the change; Assessing the operational and security impact of the change; Gaining approval of the change; Authorising and scheduling the change; Notifying stakeholders about the change; Implementing the change; and Closing the change following review.
• Vulnerability management type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Vulnerability management approach: Processes based on ISO 27001 standards are in place to discover security vulnerabilities involving a combination of vendor notifications, authenticated/unauthenticated vulnerability scanning using industry-leading security platforms and penetration testing. Risks are recorded, tracked and mitigated through an internal risk management framework.
• Protective monitoring type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Protective monitoring approach: We have a Systems Logging and Monitoring process governs protective monitoring. We use automated logging extensively using SIEM software in our network and IT infrastructure. This monitors user activity, configuration changes and to measure performance/compliance. We also use a range of tools to inspect, analyse and risk assess device event logs to detect suspicious activity incidents as well as report on overall pattern of usage. All potential compromises and incidents are tagged with a priority category and response times will vary depending on their priority level.
• 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: Our Incident Management approach is based on ISO 27001 standards. It governs the processes in place to manage incidents detected by our monitoring systems or reported by Buyer. The process defines how the Supplier will manage the lifecycle of an incident, from identification to closure. The process includes pre-defined processes for common events. Users can report incidents to the Supplier's IT Service Desk. All information related to incidents are logged on our system to provide a full audit trail.
• Post-quantum cryptography secure: No

Secure development

• Approach to secure software development best practice: Conforms to a recognised standard, but self-assessed

Public sector networks

• Connection to public sector networks: No

Pricing

• Discount for educational organisations: Yes
• 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: 0%
• Between £500,001 and £1,000,000: 0%
• Between £1,000,001 and £2,500,000: 0%
• Between £2,500,001 and £5,000,000: 0%
• Over £5,000,001: 0%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: National Quality Assurance (NQA)
• ISO/IEC 27001 accreditation date: Tuesday 6 January 2026
• What the ISO/IEC 27001 doesn’t cover: The certification applies to the Information Security Management System (ISMS) covering the design, development, installation, maintenance and operation of business-to-business telecommunication services, and IT service management of these operations, in accordance with the Statement of Applicability. Any activities or services outside this scope are not covered.
• ISO 28000:2022 certification: No
• ISO 9001 certification: Yes
• Who accredited the ISO 9001 certification: National Quality Assurance (NQA)
• ISO 9001 accreditation date: Tuesday 6 January 2026
• What the ISO 9001 doesn’t cover: The certification applies to the Quality Management System (QMS) for the design, development, installation, operation, and maintenance of business-to-business telecommunication services. Any activities or services outside this scope are not covered.
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: Yes
• Who accredited the PCI DSS certification: NCC Group Security Services
• PCI DSS accreditation date: Monday 27 January 2025
• What the PCI DSS doesn’t cover: Systems outside the assessed cardholder data environment.
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: 1dc27062-ca1b-4004-9f4b-f52c2b60e0e6
• Cyber essentials plus: Yes
• Please provide your Cyber Essentials Plus Certificate Number: Bd3604c8-09d1-4410-bb61-62deba59000d
• Other security certifications: Yes
• Any other security certifications:
  • ISO 20000-1 IT Service Management
  • ISO 22301 Business Continuity Management

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

    • 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
    • Activities that support an environment where staff are educated about and feel empowered to report and address bullying and harassment
    • Volunteering opportunities for staff
    • Understanding of the modern slavery risks and issues affecting the market, industry, sector or country (of origin or of source) relevant to the contract, and the workforce in the supplier’s own organisation and those of its key subcontractors

  • 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.

    • Activities to support relevant sector related skills growth and sustainability in the contract workforce. Illustrative examples: careers talks, curriculum support, literacy support, safety talks and volunteering

  • 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 3: Resilient, innovative and flexible supply chains: Support economic growth through enabling resilient businesses, opportunities for small businesses and voluntary, community and social enterprises

    • Support for community-led initiatives relevant to the contract. Illustrative examples: improving transport links; reducing loneliness; helping with English language proficiency; and facilitating social mixing among people with different backgrounds

  • 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

  • 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 the representation of disabled people in the workforce in the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors
    • Working conditions which promote an inclusive working environment and promote retention and progression

  • 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 7: Creating a pipeline of opportunities: For the contract workforce, reducing barriers to entry for under-represented groups.

    • Creation of outreach activities to create a pipeline of employees for the future contract delivery

  • 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

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