Daisy Communications Ltd

Daisy Hosted Voice

Provides an extensive range telephony capabilities through web and mobile interfaces. Administrators can easily manage your business telephony, enabling your employees to maximize their productivity.

With a range of features. You can configure the system according to your
organisation’s changing requirements, through additional
services such as desktop and mobile-client software.

Features

• Real-time Reporting & Wallboards
• UC Application
• Make and receive VoIP calls
• Hot-desking
• Application Integration
• Call Recording
• Call Centre Functionality (Supervisor control)
• Conference Rooms (with guest access)
• Time of Day Routing

Benefits

• Flexible/remote working from anywhere
• Minimal upfront costs for hardware
• Built-in business continuity
• Choose bespoke functionality for each user
• 24x7x365 network monitoring
• Tracking staff performance
• System automation
• Inclusive call bundles available
• Flexible contract length
• Immediate new feature upgrades

£8.00 a user a month

• Education pricing 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 jacob.brown@daisycomms.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 13

Service ID

277196722572824

Contact

Jacob Brown
07741140260
jacob.brown@daisycomms.co.uk

Service scope

• Software add-on or extension: No
• Cloud deployment model:
  • Private cloud
  • Hybrid cloud
• Service constraints: Hardware limitations: works with pre-authorised equipment - list available on request. Planned service-limiting maintenance will be advised in advance.; As a VoIP service, calls to 999 may not be possible, during a service outage where the customer loses total connectivity for example, owing to a power outage or the failure of all data access.
• System requirements:
  • Internet connectivity
  • Firewall guidelines
  • Minimum device specification
  • Network hardware

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: P1 fault - response in 1hr, updates every 4hrs till resolution; P2-P3 fault, response in 4hours and minimum time for next update is 12 working hours till a resolution fix time is known; General query, 4hour response, SLA of a 5 days completion unless a new resolution time has been provided
• 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: No paid support option on any at the moment. Further information can be found in the service descriptions
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Onsite training is provided at point of install and additional training can be given at any point of the life of the contract (may incur additional costs). Product guides can be accessed via the client portal and can be sent out from the support teams
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: All key information can be gathered in My account, additional information can be gather via raising a support ticket
• End-of-contract process: At the end of the contract there will be no price increase and agreed contract rates will continue. Customers must give 90 days notice before the end of their contract to terminate or the contract will roll for 1 year

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
• Application to install: Yes
• Compatible operating systems:
  • Android
  • IOS
  • MacOS
  • Windows
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: No feature difference just different appearance
• Service interface: No
• User support accessibility: None or don’t know
• API: No
• Customisation available: Yes
• Description of customisation: Inbound and outbound call routing, turning features on and off at user level

Scaling

• Independence of resources: The platform is constantly monitored for load to makesure each customer has the required usage at all times. New SBCs and servers will be added as customer base grows to makesure the service is not affect by demand

Analytics

• Service usage metrics: Yes
• Metrics types: This can be viewed via a web gui to see call usage, this data can be seen as a dashboard or be exported too
• Reporting types:
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

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

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: None

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: Complies with a recognised standard (for example CSA CCM version 3.0)
• Penetration testing frequency: At least once a year
• Penetration testing approach: ‘IT Health Check’ performed by a Tigerscheme qualified provider or a CREST-approved service provider
• Protecting data at rest: Encryption of all physical media
• Data sanitisation process: Yes
• Data sanitisation type: Deleted data can’t be directly accessed
• Equipment disposal approach: A third-party destruction service

Data importing and exporting

• Data export approach: This can be completed via the users web Gui Login
• Data export formats:
  • CSV
  • Other
• Other data export formats: PDF
• Data import formats: CSV

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • TLS (version 1.2 or above)
  • Other
• Other protection between networks: Direct Peering links can be ordered so that traffic goes from the clients network into the Voice network directly
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway

Availability and resilience

• Guaranteed availability: We honour the network provider's service availability:; Total number of minutes in the measurement period – Unplanned Downtime x 100 / Total number of minutes in the measurement period; Note: If a Service is partially available then the Unplanned Downtime shall be calculated in equal proportion i.e. if a service is 50% available then the unplanned downtime will be calculated as 50% x elapsed period of the incident.; Availability Measurement Period: 1 Calendar month; ; Target Service availability of DHV is:; Graphical User Interface (GUI) is 99.9%; User subscriptions is 99.5%; Auto Attendant, Call Recording, and Unified Messaging subscriptions - 99%; Mean Average PESQ Score target of 4.1 for G711 and 3.7 for G729.; ; Not included:; - Outages which are deemed by us to be the result of matters outside of direct control; - Planned or emergency maintenance; - User error
• Approach to resilience: Available on request
• Outage reporting: Via contacting our support Teams through email or via phone

Identity and authentication

• User authentication needed: Yes
• User authentication: Username or password
• Access restrictions in management interfaces and support channels: Portal can be locked down by services, Admins can change support and management levels depending on necessary access. The customer also has different access levels which include, site admins/Company admins/User access
• Access restriction testing frequency: Less than once a year
• 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: Between 6 months and 12 months
• Access to supplier activity audit information: Users contact the support team to get audit information
• 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

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: British Standards Institute
• ISO/IEC 27001 accreditation date: 30/04/2020
• What the ISO/IEC 27001 doesn’t cover: The scope of the ISO27001 certificate relates specifically to activities conducted from the Head Office location in Nelson. Additional activities that are conducted from our Prudhoe and Aston offices, including marketing and System Provisioning, are not within the scope of the certificate.
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: No
• Cyber essentials plus: No
• Other security certifications: No

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: We follow and are accredited to ISO27001. The ISMS policy can be provided on request.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: A ticket would need to be raised with the support team and would be given a unique reference, which would then be reviewed by a support team member. The changes would then be completed, logged and tested with the customer to makesure they hit the requirement requested.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: We use failure mode effects analysis process, conducting regular, systematic assessments of vulnerabilities to determine the necessity of safeguards, countermeasures and controls, monitoring for changes to maintain an acceptable level of risk. Includes identifying key information assets and subjecting them to specific risk assessments, assessing exposure to a list of common threats and vulnerabilities, maintaining risk registers, implementing technical, policy, business continuity and management initiatives;; Each patch is assessed and deployed accordingly:; High - Urgently.; Medium - ASAP; Low - as time permit; Gamma utilises many Vendor sources and industry RSS feeds, CERT, Ubuntu and Debian. Member of CiSP.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: This product is actively monitored by our supplier who will make us aware of issues proactively. ; ; Tickets are logged in our CRM and if a compromise is found it will be logged wit the supplier and the buyer, please see our SLA for response times
• Incident management type: Supplier-defined controls
• Incident management approach: Customers can generate tickets by emailing our support inbox. Tickets are automatically generated via our CRM and assigned a category and further sub-issue types where necessary by the engineer who is working on the ticket. Customers can also call in and a member of the team will raise a ticket accordingly. Customers are automatically updated on the status of their ticket when any change is made and an incident report can be provided on demand, bespoke to the customer and their incident.

Secure development

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

Public sector networks

• Connection to public sector networks: No

Social Value

• Fighting climate change:

  Fighting climate change

  Daisy Communications are currently working to implement a company wide ESG framework. This framework is further supported by our ongoing certification to ISO14001. We have environmental objectives including a plan to be come carbon neutral by 2028. This is in addition to measures already implements to reduce our carbon footprint including transitioning to an all hybrid fleet, replacing all existing lightbulbs with low energy alternatives and switching to renewable energy sources.
• Covid-19 recovery:

  Covid-19 recovery

  The Daisy Communications Health and Safety team continues to monitor the latest government guidance in relation to the COVID-19 pandemic and ensures any and all required safety measures are implemented within the building. This is further supported by periodic training and awareness plans to ensure all employees are aware of their responsibilities to protect themselves and others.
• Tackling economic inequality:

  Tackling economic inequality

  Daisy Communications is committed to tackling economic inequality by paying all employees the living wage, eliminating employee discrimination, complying with all applicable tax laws, and encouraging the same investment throughout our supply chain.
• Equal opportunity:

  Equal opportunity

  Daisy Communications have a documented and embedded equality and diversity policy. All employees are required to review this policy before any probationary period is signed off as complete. The HR department continuously monitors adherence to this policy with concerns flagged to Senior Management and the Compliance team.
• Wellbeing:

  Wellbeing

  Daisy Communications takes the mental and physical wellbeing of employees very seriously. Over the last 6 months, members of the HR team successfully completed Mental Health First Aider training and presented an interactive workshop on the subject with all employees across the business. This is in addition to ongoing initiatives like coffee and cake mornings, cycle to work schemes and new starter mentoring schemes, all of which are aimed at improving the mental and physical health of employees.

Pricing

• Price: £8.00 a user a month
• Discount for educational organisations: Yes
• Free trial available: 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 jacob.brown@daisycomms.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.