NETSTRATUM TECHNOLOGIES LTD

NCS One

NCS One is an AI-enabled, multi-tenant Unified Communications as a Service (UCaaS) platform featuring intelligent voice agents, video conferencing, team messaging, VoIP telephony, omnichannel contact centre, SMS, and softphone capabilities. Available as cloud or on-premises deployment with white-label options, it delivers scalable, secure communications for public sector organisations.

Features

• AI-Powered Voice Agents
• VoIP Business Phone System
• White-Label Customisation
• Cloud and On-Premises Deployment
• Softphone / Dialer Application
• Interactive Voice Response (IVR)
• API Access – RESTful APIs for custom integrations
• Encryption and Compliance
• Broadcast System- SMS, Email, WhatsApp, Voice
• WebRTC Support

Benefits

• Reduce Communication Costs
• Increase Agent Productivity
• Improve Citizen Response Times
• Accelerate Digital Transformation
• Speed Up Deployment
• Improve Accessibility
• Protect Sensitive Data
• Maintain Regulatory Compliance
• Eliminate Vendor Lock-In
• Reduce Carbon Footprint

• Education pricing available
• Free trial 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 farzana@netstratum.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

260294141666269

Contact

Farzana Farook Punneppally
07776642870
farzana@netstratum.com

About your service

• Service categories:

  Applications

  Collaborative

  • Team collaboration

  Conferencing and virtual event

  • Web Conferencing Applications
• Multi cloud support: Yes

Service scope

• Software add-on or extension: No
• Cloud deployment model:
  • Public cloud
  • Private cloud
  • Community cloud
  • Hybrid cloud
• Service constraints: On-Premises Hardware Requirements – Self-hosted deployments require compatible server specifications as per technical documentation.; ; Support Hours – Standard support available Monday to Friday, 9am-6pm GMT; extended support available separately.
• System requirements: Preferred Browsers - Preferred browsers Chrome and Firefox

User support

• Email or online ticketing support: Yes
• Support response times: Monday-Friday, 9 AM - 6 PM Eastern Time; Emergency Support Hours: 24/7 for critical issues; ; Response Time Commitments:; Critical Issues: [within 1 hour]; High Priority Issues: [within 4 hours]; Medium Priority Issues: [within 8 business hours]; Low Priority Issues: [within 2 business days]
• User can manage status and priority of support tickets: No
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: No
• Onsite support: Yes, at extra cost
• Support levels: For customers in the United Kingdom, Netstratum provides comprehensive support coverage as follows:; Standard Support Hours:; Monday to Friday, 9:00 AM – 6:00 PM GMT/BST; Emergency Support Hours: 24/7 for critical issues; ; Critical Issues: [within 1 hour]; High Priority Issues: [within 4 hours]; Medium Priority Issues: [within 8 business hours]; Low Priority Issues: [within 2 business days]; ; Support Channels:; Dedicated support portal with ticket tracking; Email support; Telephone support for critical issues; Technical Account Manager:; Available for enterprise and public sector customers with premium support agreements. Provides dedicated point of contact, quarterly service reviews, and proactive guidance.; Cloud Support Engineer:; Assigned to customers requiring complex integrations or on-premises deployments. Available as part of enhanced support packages.; Support Tiers and Pricing:; ; Standard Support: Included with all licences; Enhanced Support (24/7): Available at additional cost; Premium Support with TAM: Available for enterprise agreements
• Support available to third parties: No

Onboarding and offboarding

• Getting started: Netstratum provides comprehensive onboarding support to ensure users can start using NCS One quickly and effectively.; User Documentation; ; Online knowledge base with searchable articles and guides; Step-by-step setup and configuration manuals; Administrator and user quick-start guides; Video tutorials covering key features; API documentation for developers; FAQs and troubleshooting guides; Release notes and feature update summaries; ; User Training; Online Training; ; Live sessions for administrators and end users; Self-paced video training modules; Role-based training paths for agents, supervisors, and administrators; ; Onsite Training (If Required); Instructor-led training sessions at customer premises; Tailored training programmes based on organisation needs; Train-the-trainer sessions for internal champions; Available upon request at additional cost; ; In-Platform Walkthrough; ; Guided first-time user walkthrough on initial login; Interactive tooltips highlighting key features; Step-by-step prompts for common tasks; Contextual help accessible throughout the interface; Progress indicators for setup completion; ; dditional Onboarding Support; ; Dedicated onboarding manager for enterprise customers; Implementation planning and configuration assistance; Data migration support from legacy systems; Go-live support during initial rollout period; Post-launch review and optimisation recommendations
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: Netstratum ensures customers retain full ownership of their data and provides straightforward options for data extraction at contract end.; ; Data Available for Extraction:; ; User account information and directories; Call detail records and call history; Call recordings and voicemail files; Chat and message history; Meeting recordings and attendance logs; Contact lists and address books; Reports and analytics data; System configuration and settings; Billing and usage records; ; API Extraction; ; Use REST APIs to retrieve data programmatically; Automate data extraction to external storage or systems; Full access to call records, user data, and logs via API; ; Assisted Extraction; Request data export from Netstratum support team; Receive complete data package in agreed format; Support for migration to alternative platforms; ; Data Formats Provided:; ; CSV and Excel for structured data; JSON for API-based extraction; MP3 or WAV for audio recordings; MP4 for video recordings; PDF for reports and invoices; ; Timelines and Process:; ; Data extraction available throughout contract period; 30-day notice recommended for assisted extraction requests; Data retained for 60 days post-contract for customer retrieval; Secure deletion confirmed after extraction period ends
• End-of-contract process: Netstratum provides a clear and transparent process when a contract comes to an end, ensuring smooth transition and data protection.; ; 90 Days Before Contract End; ; Notification sent regarding upcoming contract expiry; Renewal options and pricing provided; Opportunity to discuss contract extension or changes; ; 30 Days Before Contract End; ; Reminder notification sent; Data extraction guidance provided; Transition planning support offered if not renewing; ; Contract End Date; ; User access to the platform is suspended; Administrative access retained for data extraction; Services no longer available for active use; ; 30 Days Post-Contract; ; Final data extraction period; Support available for export assistance; Last opportunity to retrieve data; ; 60 Days Post-Contract; ; All customer data securely deleted; Deletion confirmation certificate provided upon request; No data retained on Netstratum systems; ; What's Included in Contract Price:; ; Full platform access for licensed users; All standard features as per service description; Software updates and new feature releases; Standard support (Monday to Friday, 9am–6pm GMT); User documentation and online knowledge base; Online training webinars and self-paced modules; In-platform guided walkthrough; Self-service data export tools; Standard reporting and analytics; ; What Costs Additional:; Onsite Training; Professional Services; Assisted Data Extraction; Data Migration; Custom Development; Custom Development; Historical Data Retention
• Documentation accessibility standard: WCAG 2.2 AA

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
• 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: Both mobile and desktop applications provide full communication capabilities, ensuring users can work effectively from any device. The mobile application includes push notification support for real-time alerts when away from the desktop, enabling field workers and remote staff to stay connected at all times.
• Service interface: Yes
• User support accessibility: WCAG 2.2 AA
• Description of service interface: NCS One provides a modern, intuitive web-based service interface accessible through any standard web browser. The interface enables users and administrators to manage all communication functions from a centralised dashboard.; ; User Interface Features:; Clean, intuitive dashboard with unified communication controls; Role-based interface views for agents, supervisors, and administrators; Real-time call and message management panels; Customisable widgets and dashboard layouts; Visual call flow designer for IVR configuration; Comprehensive reporting and analytics dashboards; User and licence management console; System configuration and settings panels; Video meeting controls with participant management; Call history and recording access; Personal settings and notification preferences
• Accessibility standards: WCAG 2.2 AA
• Accessibility testing: The service interface has been tested with commonly used assistive technologies:; ; Screen Readers: Tested with NVDA and VoiceOver for navigation and content accessibility; Keyboard Navigation: Full functionality available without mouse input; Colour Contrast: Verified to meet minimum contrast ratio requirements
• API: Yes
• What users can and can't do using the API: NCS One provides RESTful APIs enabling integration with third-party applications and custom workflow automation.; ; What Users Can Do Through the API:; Tenant and User Management; Create, update, and delete tenants; Configure tenant-level settings and preferences; Create, update, and delete user accounts; Assign roles and permissions; ; Call Management; ; Initiate and terminate calls programmatically; Access call history and call detail records; Retrieve call recordings; Manage voicemail settings and messages; ; Meeting Management; ; Create, schedule, and cancel meetings; Update meeting settings and participants; Retrieve meeting history and attendance reports; Generate meeting join links; ; Messaging; ; Send and receive SMS messages; Send broadcast notifications via SMS, email, and WhatsApp; Access chat message history; ; Contact Centre; ; Monitor queue status and agent availability; Retrieve real-time and historical performance data; Manage agent status and routing rules; ; Reporting and Analytics; ; Pull usage reports and call statistics; Access billing and consumption data; Export data for external analysis; ; Webhooks; ; Configure event notifications for calls, messages, and system events; Receive real-time updates to external applications; ; What Users Cannot Do Through the API:; ; Media Streaming: Real-time audio and video streams use WebSocket connections instead of REST APIs; Real-time event subscriptions delivered via MQTT service, not REST APIs; Configure IVR call flows requires web interface
• API documentation: Yes
• API documentation formats: PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Branding and Appearance; ; Company logo and favicon; Colour schemes and themes; Custom domain and URL; Login page branding; Email notification templates; Mobile app branding (white-label); Dashboard layouts and widgets; Default language and regional setting; Custom report templates; Scheduled report delivery; Dashboard metrics and KPIs; IVR menus and call flow routing; Hold music and announcements; Voicemail greetings; Business hours and holiday schedules; Call recording rules and retention periods; Agent skill groups and routing logic; Wrap-up codes and disposition options; Wallboard displays and metrics; SLA thresholds and alerts; API integrations with third-party applications

Scaling

• Independence of resources: NCS One is built on a multi-tenant architecture with robust resource isolation to ensure consistent performance for all users regardless of demand from other customers.; ; Tenant Isolation; Each customer operates within a logically separated tenant environment; Dedicated database schemas per tenant prevent data crossover; Isolated configuration and settings for each organisation; Network Segregation; ; Separate virtual networks for each tenant; Dedicated bandwidth allocation for voice and video traffic; Quality of Service (QoS) policies prioritise real-time communication; ; Call Quality Protection; Media servers scale independently to handle traffic spikes; Dedicated SIP trunk capacity per customer where required

Analytics

• Service usage metrics: Yes
• Metrics types: NCS One provides comprehensive metrics to help organisations monitor usage, performance, and service quality; Total inbound and outbound calls; Call duration and average handling time; Missed and abandoned call rates; Call volume by time, day, and location; Peak usage periods and trends; Total meetings hosted and attended; Meeting duration and participant counts; Audio and video quality scores; Screen sharing and recording usage; Total messages sent and received; SMS delivery and read rates; Chat activity by user and team; Broadcast message delivery statistics; Real-time dashboards in the administration console; Exportable in CSV, Excel, and PDF formats
• Reporting types:
  • Real-time dashboards
  • Regular reports
  • Reports on request
• Resource tagging: No
• FOCUS resource tagging: No

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: Security Clearance (SC)

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations: Other locations
• User control over data storage and processing locations: Yes
• Datacentre security standards: Complies with a recognised standard (for example CSA CCM version 4.0)
• Penetration testing frequency: At least every 6 months
• Penetration testing approach: In-house
• Protecting data at rest: Encryption of all physical media
• Data sanitisation process: Yes
• Equipment disposal approach: In-house destruction process
• Data sanitisation type: Deleted data can’t be directly accessed / Cryptographic Erasure

Data importing and exporting

• Data export approach: NCS One provides multiple options for users to export their data easily and securely.; ; Download files and attachments shared in conversations; Available to all users without administrator assistance; ; API-Based Export; Use REST APIs to extract data programmatically; Integrate with external systems for automated data retrieval; Access call detail records, user information, and logs via API; Suitable for ongoing data synchronisation requirements; ; Assisted Export; Request data export support from Netstratum team; Available for complex or large-scale extraction needs; Complete data package prepared and delivered securely
• Data export formats:
  • CSV
  • ODF
• Data import formats:
  • CSV
  • ODF
  • Other
• Other data import formats: PDF

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Legacy SSL and TLS (under version 1.2)
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Legacy SSL and TLS (under version 1.2)

Availability and resilience

• Guaranteed availability: NCS One is a cloud-hosted, multi-tenant Unified Communications as a Service (UCaaS) platform designed for high resilience and mission-critical communications.We guarantee 99.99% service availability per calendar month, excluding scheduled maintenance and events outside our reasonable control. ; Service Level Agreement (SLA); Guaranteed uptime: 99.99% per calendar month; Monitoring: Continuous 24×7 automated monitoring and alerting; Incident management: Priority-based incident response with escalation procedures; Support coverage: 24×7 support for critical service-impacting incidents; Planned maintenance is scheduled outside UK core business hours wherever possible.; Customers are notified at least 48 hours in advance of any maintenance that may impact service availability.; Planned maintenance windows are excluded from SLA availability calculations.; ; Service credits (refunds); 99.99% – 99.95%- 3% of monthly service fee; 99.94% – 99.90%- 9% of monthly service fee; ; Claim process; Service credit claims must be submitted within 30 days of the end of the affected calendar month.; Claims are validated using platform monitoring data and incident records.; Approved service credits are applied automatically to the next billing cycle.; ; Exclusions; The availability guarantee does not apply to:; Customer-managed network failures or misconfigurations; Force majeure events; Failures of third-party networks or services beyond our control; Beta, pilot, or trial features explicitly identified as non-SLA services
• Approach to resilience: It will be available on Request
• Outage reporting: Email alerts; ; Automated email notifications are sent to registered customer contacts for:; ; Service outages; Major incidents; Planned maintenance; Incident resolution and post-incident updates; Alerts are issued promptly when an incident is detected and updated at regular intervals until resolution; Support visibility; ; All incidents are logged and tracked through the NCS One support service.; Customers can raise or follow incidents via the support channel, ensuring alignment between outage reporting and support case management.

Identity and authentication

• User authentication needed: Yes
• User authentication: Username or password
• Access restrictions in management interfaces and support channels: NCS One restricts access to management interfaces and support channels using role-based access control (RBAC) and least-privilege principles. Access is granted only to authorised personnel based on job role and business need, with segregation of duties enforced.; ; Administrative and privileged access is protected by strong password policies. Access rights are reviewed regularly and revoked promptly when no longer required.; ; Support channels are restricted to authenticated customer contacts. Identity verification is required before actions are performed, and all administrative and support activities are logged and auditable to ensure accountability and traceability.
• Access restriction testing frequency: At least every 6 months
• Management access authentication: Username or password

Audit information for users

• Access to user activity audit information: Users contact the support team to get audit information
• How long user audit data is stored for: User-defined
• Access to supplier activity audit information: Users contact the support team to get audit information
• How long supplier audit data is stored for: At least 12 months
• 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
• Information security policies and processes: NCS One operates a formal, risk-based information security framework to protect the confidentiality, integrity, and availability of customer and service data.; ; Our policies and processes are aligned with recognised standards and UK public-sector requirements, including ISO/IEC 27001 principles, Cyber Essentials certification, UK GDPR, the Data Protection Act 2018, and NCSC cloud security principles.; ; Information security governance is overseen through an ISO 27001–compliant Committee and a Data Protection Steering Committee, which together oversee security controls, risk management, compliance, and data protection across the organisation. These committees provide strategic and operational oversight of all information security and privacy activities.; ; Overall accountability for information security rests with the Chief Information Security Officer, supported by senior representatives from engineering, operations, compliance, and management. A designated Data Protection Officer oversees privacy compliance and regulatory obligations.; ; Policies are enforced through role-based access control, least-privilege access, multi-factor authentication for privileged users, encryption of data in transit and at rest, secure system configuration, continuous monitoring, and formal change management processes.; ; To ensure ongoing compliance and effectiveness, internal information security audits are conducted every six months, with findings reviewed by the governance committees and tracked through defined remediation plans. All staff receive mandatory information security and data protection training.
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: NCS One follows a controlled configuration and change management process aligned with ISO 27001 principles. All service components, including infrastructure, applications, and configurations, are recorded in a central configuration repository and tracked throughout their lifecycle, from deployment to retirement.; ; Changes are raised through a formal change request process, categorised by risk and impact, and reviewed by authorised personnel. Each change is assessed for potential security, availability, and data protection impact before approval. Security-impacting changes require additional review and validation. All changes are tested in non-production environments and are logged with full audit trails to ensure traceability and accountability.
• Vulnerability management type: Undisclosed
• Vulnerability management approach: NCS One operates a proactive vulnerability management process aligned with ISO 27001 and Cyber Essentials requirements. Potential threats are assessed through continuous security monitoring, regular vulnerability scanning, and risk-based analysis considering impact, likelihood, and exposure.; ; Security patches are prioritised by severity. Critical vulnerabilities are addressed as soon as practicable, typically within 24–72 hours, with lower-risk updates applied through scheduled maintenance windows. All patches are tested in non-production environments before deployment.; ; Information on potential threats is sourced from trusted channels including vendor security advisories, cloud service provider alerts, vulnerability databases
• Protective monitoring type: Undisclosed
• Protective monitoring approach: Potential compromises are identified through centralised logging, real-time alerting, anomaly detection, and automated monitoring of infrastructure, applications, and access activity.; ; When a potential compromise is detected, alerts are triaged immediately by the security and operations teams. Incidents are investigated, contained, and remediated using a documented incident response process, including isolation of affected components where required.; ; Critical security incidents are responded to immediately, with investigation and containment initiated within minutes of detection, and escalation to the CISO and relevant governance bodies. Customers are informed where required by contract or regulation.
• Incident management type: Undisclosed
• Incident management approach: NCS One operates a documented incident management process aligned with ISO 27001 principles. Pre-defined procedures exist for common incident types, including service outages, security incidents, and performance degradation, ensuring consistent and timely response.; ; Users can report incidents through defined support channels, including email and the support service desk, which operates 24×7 for critical incidents. All incidents are logged, categorised by severity, and tracked through resolution.; ; Incident updates are provided during active incidents, and incident reports, including root cause analysis and corrective actions, are made available for major incidents. Customers are notified in line with contractual and regulatory requirements.
• Post-quantum cryptography secure: Yes

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: No

Pricing

• Discount for educational organisations: Yes
• Free trial available: Yes
• Description of free trial: NCS One offers a limited free trial for evaluation purposes. The trial includes access to selected core features and a restricted number of users. Advanced modules, integrations, custom configurations, and production usage are not included. The free version is available for a time-limited period.

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

• Less than £250,000: 0%
• Between £250,000 and £500,000: 3%
• Between £500,001 and £1,000,000: 5%
• Between £1,000,001 and £2,500,000: 5%
• Between £2,500,001 and £5,000,000: 5%
• Over £5,000,001: 5%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: IAF , United Accredition Foundation
• ISO/IEC 27001 accreditation date: Saturday 22 November 2025
• What the ISO/IEC 27001 doesn’t cover: Our ISO/IEC 27001 certification does not cover customer-managed infrastructure, third-party systems outside Netstratum’s operational control, customer end-user devices, or environments hosted outside Netstratum-approved platforms. All Netstratum-managed systems and cloud environments used to deliver the service remain within the certified ISMS scope.
• ISO 28000:2022 certification: No
• ISO 9001 certification: No
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: 312a2769-cf48-46e8-83bc-84e37d7ded5e
• Cyber essentials plus: No
• Cyber Essentials Alternative: None of the criteria
• Other security certifications: No

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

    • 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
    • Measures to identify, mitigate and manage modern slavery risks relating to the contract and how these will be implemented
    • Outline policies and practices to be applied to or put in place for the contract to mitigate and manage modern slavery risks, including: Pre-employment checks, recruitment practices. Workplace conditions, safeguarding plans and processes in place and regular monitoring with relevant groups considered, which may include sampling
    • How these flow down the supply chain and are monitored Illustrative examples include reporting, site visits, audits, etc.
    • How to ensure business decisions re: price/cost, short lead times, payment timescales do not create modern slavery risks in the supply chain
    • How the supplier will work with NGOs, trade unions or other businesses to address modern slavery risk
    • Means of influencing staff, suppliers, customers, communities and/or any other appropriate stakeholders with respect to modern slavery risks relating to the contract

  • 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

    • Understanding of local demographics, needs and opportunities for the co-design of the goods, services and works to be delivered under the contract
    • Measures to involve local stakeholders and/or users in design (e.g. in the design of services, systems, products or buildings)
    • Plans for positive actions with community groups.

  • 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

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