EXCHANGE COMMUNICATIONS INSTALLATIONS LIMITED

Exchange Communications SIP Trunks powered by Gamma

Exchange Communications SIP Trunks are more cost effective and provide more flexibility than a traditional phone service. They are quicker to install and offer comprehensive disaster recovery options to help protect your business. Our SIP service is backed up by a dedicated 24/7 support available 365 days a year.

Features

• Comprehensive disaster revovery options to help protect your business
• Number remains the same if and when you move premises
• Compatible with leading IP PBX brands
• Instantly scalable
• Dedicated 24/7 support available 365 days a year
• Microsoft Teams compatible
• Inclusive call bundle

Benefits

• Reduced call costs
• Save on network costs
• Always keep the same number
• Look local
• Calls get priority over other data
• In-built options make sure your customers can always get through
• Single network means simpler to manage
• Flexible channels - only pay for whats used
• Simple and Fast implementation

• 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 bids@exchangecommunications.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

280437719684491

Contact

David Morse
0141 776 8859
bids@exchangecommunications.co.uk

About your service

• Service categories:

  Applications

  Production and operations

  • Other operations

  Service industry and public sector operations

  • Healthcare
  • Education
  • Public Order and Safety
  • Police
  • Defence
  • Social Security Administration
  • Adult Social Care
  • Children's Social Care
  • Other
• Multi cloud support: Yes

Service scope

• Software add-on or extension: Yes, but can also be used as a standalone service
• What software services is the service an extension to: Cloud based voice platforms including 1CloudTalk powered by Avaya and Zoom Phone
• Cloud deployment model:
  • Public cloud
  • Private cloud
  • Community cloud
  • Hybrid cloud
• Service constraints: SIP services must be connected to an IP PBX (phone system) or Session Border Controller. Planned maintenance is performed to have zero impact. Software upgrades to the platform are scheduled in advance to have zero downtime. It may not be possible for users to remain on the previous version.
• System requirements:
  • Phone System
  • Sufficient SIP licences on Phone system
  • Session Border Controller
  • IP Address Authentication
  • Appropriately sized data access

User support

• Email or online ticketing support: Yes
• Support response times: We acknowledge receipt within 1 working hour and all questions are responded to within 4 working hours
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: None or don’t know
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: Yes
• Web chat support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support accessibility standard: None or don’t know
• How the web chat support is accessible: Through the web chat functionality on our website the end user can request Live Chat, send a message or request Call Back
• Web chat accessibility testing: Currently undergoing Website upgrade
• Onsite support: Yes, at extra cost
• Support levels: Silver (level 1) - 09:00 to 17:00 Mon-Fri excluding public holidays, Phone/Fax/ email support, Proactive monitoring, Dedicated service desk team, customisable notification, Remote diagnostics, Escalation process Silver (level 2) - As per Silver Level 1 except 08:00 to 20:00 Mon-Fri excluding public holidays Gold - As per Silver level 2 except 24x7x365 excluding public holidays All clients receive a named service desk contact and primary expert engineer.
• Support available to third parties: Yes
• AI chatbot: No

Onboarding and offboarding

• Getting started: Exchange Communications are able to offer a number of Value Added Services to assist in the transition of the solution. We have a pedigree with all our Public Sector companies of going that extra mile or above and beyond to make sure that the customer is happy and all Exchange Communications supplied services are working perfectly. At Exchange we have a fully dedicated Managed Services Team who are able to be a lot more agile in answering and dealing with faults. When you call our BSI accredited Service Desk, you will speak directly to the team who will ask the correct questions, and work on the system remotely as you discuss the issue. The Managed Services Team have direct access to all the Tier 1 carriers in the UK and if a fault is raised you will have confidence that they will be dealing with the enquiry and keeping you notified throughout the term of the fault to make sure that you know what stage things are at. We understand how difficult it can be to deal with the tier 1 carriers direct, our team will ensure that we take the stress out of the situation
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: Exchange will fully co-operate with the client during any potential transition and handover period arising from the completion of a contract. The co-operation, during the setting up operations period of the new contract will extend to allowing full access to, and providing copies of, all documents, reports, summaries and any other information necessary in order to achieve an effective transition without disruption to routine operational requirements.
• End-of-contract process: Exchange are able to provide a full list of individual DDIs including area codes, the name of their underlying Direct Supplier, the account (or reference) number and billing address for all these services that are supplied via Exchange, prior to any port. This complete set of information, included on every monthly invoice for services, is key to a successful and smooth transition to another provider as any incomplete requests will be rejected. This list would be used to select and confirm the set of DDIs / services that were to be ported and must be signed off as accurate. All call data is preserved on Exchange’s billing platform for a minimum of two years so that historic comparisons and queries can be made. Exchange cannot prevent any such port if initiated by the client and would simply invoice for the services as per any original contract until its termination date with Business-As-Usual continuing until that date.
• Documentation accessibility standard: None or don’t know
• How the documentation is accessible: Not Applicable

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
• Application to install: Yes
• Compatible operating systems:
  • Android
  • IOS
  • MacOS
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: There is a bolt on App that can be added as an option to SIP Trunk Call Manager. Upon successful download from the relevant app store, the user is able to log in to access a subset of SIP Trunk Call Manager Functionality as available at: www.siptrunkcallmanager.co.uk. The user has access to edit components of call routing for numbers provisioned on this service and in accordance with their user permissions. Functionality includes ability to route calls to an alternative destination number/voicemail/divert calls/invoke pre-configured call plan. Key reporting statistics are also available including Performance graphs and call history.
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: We have an optional bolt on - SIP Trunk Call Manager. Portal-based, the user is able to log in and has access to edit components of call routing for numbers provisioned on this service and in accordance with their user permissions. Functionality includes ability to route calls to an alternative destination number/voicemail/divert calls/invoke pre-configured call plan. Key reporting statistics are also available including Performance graphs and call history.
• Accessibility standards: None or don’t know
• Description of accessibility: Standard web-browser access with standard accessibility options associated with those web-browsers.
• Accessibility testing: We are interface testing at present.
• API: No
• Customisation available: Yes
• Description of customisation: The design of the SIP service can be configured and customised signs (Active / Standby, Loadshare, Resilient+, Enhanced). Customer confirms design option during project kick off. The number of concurrent call channels required (subject to minimum number) can be customised subject to sufficient data bandwidth being available. Whether existing customer DDI numbers are ported from other services. Determined by administrators. Whether new DDI numbers are required for the service. These can be added by administrators of the service. If individual call control is required per DDI this can be achieved through a web based customer portal using SIP Trunk Call Manager. Where the option is taken, customer administrators can manage SIP Trunk Call Manager, a feature-rich, centralised inbound call management service via an easy-to-use web portal and App. The following are customisable: Call Queuing Day Time of Day Routing Hunt Group Voice Mail Date Routing Increased resilience Announcement Auto attendant Set user access individually Divert (on busy, on no reply, on failure) Access to full call statistics Advanced Statistics

Scaling

• Independence of resources: Every SIP account has their own individual account, separate from other users. Gamma undertake a monthly Capacity Planning Forum whereby the utilisation of every network component is reviewed against planning rules and sales forecast to ensure that they have sufficient capacity and overhead to manage all Gamma services requirements.

Analytics

• Service usage metrics: Yes
• Metrics types: Exchange Communications are able to provide a report with monthly usage detailed on an itemised basis and costs accrued. We also routinely provide a link to a web portal to access call details on an ad hoc basis at any point during the month. The report output can be filtered per billing period by telephone number, selecting dates and times, call duration, costs, etc. The results are displayed on screen and if anything is of interest can be exported to a CSV file for further analysis or archiving. Alternatively the reports section of the webportal allows selection from pre-defined reports.
• Reporting types:
  • Regular reports
  • Reports on request
• Resource tagging: No
• FOCUS resource tagging: No

Resellers

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

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: 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: Yes
• Datacentre security standards: Managed by a third party
• Penetration testing frequency: At least every 6 months
• Penetration testing approach: In-house
• Protecting data at rest:
  • Physical access control, complying with SSAE-18 / ISAE 3402
  • Encryption of all physical media
• Data sanitisation process: No
• Equipment disposal approach: A third-party destruction service

Data importing and exporting

• Data export approach: Any report data of interest can be exported to a CSV file for further analysis or archiving.
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • Excel
  • PDF
  • Word
• Data import formats:
  • CSV
  • Other
• Other data import formats:
  • Excel
  • PDF
  • Word

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • Private network or public sector network
  • IPsec or TLS VPN gateway
• Data protection within supplier network: IPsec or TLS VPN gateway

Availability and resilience

• Guaranteed availability: The availability SLAs for the SIP trunks are as follows; SIP Trunk Endpoint Resilient - 99.99% SIP Trunk Endpoint Standard - 99.95% The following shall not be included when calculating the Service Levels: Outages which are deemed to be the result of matters outside of our direct control, Planned or notified emergency maintenance works, User error A Resilient build SIP Trunking means a configuration such as dual Session Border Controllers in active/standby mode offering geographic diversity.
• Approach to resilience: Available on request
• Outage reporting: We have an automated email alert system to report any outages

Identity and authentication

• User authentication needed: Yes
• User authentication: Username or password
• Access restrictions in management interfaces and support channels: We do not allow users direct access to the configuration tools of the SIP trunk service
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Limited access network (for example PSN)
  • Dedicated link (for example VPN)
  • 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: At least 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: 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: Other
• Other security governance standards: Cyber Essentials Plus,
• Information security policies and processes: As part of the Data Protection Act 1998 it is the company’s responsibility to identify and specify to all workers undertaking work on behalf of Exchange Communications whether permanent, temporary, agency or sub-contractor staff the appropriate processes and procedures to enable compliance with the Data Protection Act. Ultimate responsibility for this is held by our Managing Director although the IT Security Manager – Ewen Edward-Smith ensures that the policies are adhered to on a day-to-day basis through regular consultation with Line Managers and monitoring of the relevant processes. Staff are encouraged to flag up potential breaches. Breaches are recorded and classified according to their severity with appropriate action ranging from reminding staff of their responsibilities to adhere to policy; amending or improving internal processes to ensure the breach cannot be repeated; and in the most serious circumstances where breach has been deliberate and for personal gain or advantage formal disciplinary procedures will be followed.
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Our approach to Change Management is to keep the process simple to use. For all contracts we follow a documented process to classify, record and approve changes to the scope of work. Either party may request changes in accordance with the following standard procedures; • Initiate The Change Request • Respond to a Change Request In the event such Change Request is initiated we shall: (i) specify how it will be implemented; (ii) describe the effects it will have on performance; (iii) describe additional savings that would result; (iv) the time period to implement. • Update Change Control Register
• Vulnerability management type: Undisclosed
• Vulnerability management approach: The carriers used have automated and configurable toll fraud tools that alert our staff if fraudulent activities are suspected. Triggers for alerts can be programmed and Exchange also has a number of in-house processes to monitor for suspicious activity. We routinely select monthly invoices for inspection where a pattern of routine monthly spend has been breached. Exchange's activities are not to be considered to be “instead of” correct controls. Correct programming of Class of Service and Class of Restriction for users is essential to stop fraud from occurring; rather than identifying a problem and trying to retrospectively mitigate its impact.
• Protective monitoring type: Undisclosed
• Protective monitoring approach: We use our reporting tools to constantly scrutinise accounts to identify: • calls being made after hours or at weekends from offices that only operate during standard business hours, Monday – Friday; • calls being made to premium 09xx / 087x numbers on services where these are not barred; • excessive use of 118 services • the top ten / twenty calls made per service by cost In addition if offices are known to be unoccupied it can be advantageous to restrict all outbound calls during the night, over the weekend and during holidays by configuration of the ISDX system.
• Incident management type: Undisclosed
• Incident management approach: As part of our Quality Management accreditation we have documented processes covering “Maintenance”, “Fault Reporting” and “Escalation”. Our ‘single point of contact’ award winning service desk is available 24/7/365 days and deals with all reported incidents. Incidents can be reported by using Phone, Email or Interactive Website. Upon reporting an incident, details are entered onto our Salesforce CRM. A unique reference number is issued by which subsequent enquiries pertaining to the fault can be tracked. Full reports covering all incidents logged onto our CRM system will be produced and reviewed.
• Post-quantum cryptography secure: Yes

Secure development

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

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: 1%
• Between £250,000 and £500,000: 2%
• Between £500,001 and £1,000,000: 5%
• Between £1,000,001 and £2,500,000: 10%
• Between £2,500,001 and £5,000,000: 15%
• Over £5,000,001: 20%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: No
• ISO 28000:2022 certification: No
• ISO 9001 certification: Yes
• Who accredited the ISO 9001 certification: BSI Assurance UK Limited
• ISO 9001 accreditation date: Tuesday 18 June 2024
• What the ISO 9001 doesn’t cover: All sites and all companies wihtin the Exchange Communications Group are covered
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: 05098da5-a6ac-4900-ac4d-6306162a0ffa
• Cyber essentials plus: Yes
• Please provide your Cyber Essentials Plus Certificate Number: 3aaf213c-8639-49c4-becc-903367fa4919
• Other security certifications: Yes
• Any other security certifications: ICO registration - ZB081986

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 report and address bullying and harassment
    • Activities to cascade good practice on fair working conditions throughout the supply chain
    • Offer a pay and leave entitlement to all eligible staff who become kinship carers, ideally equivalent to statutory adoption pay and leave
    • Payment of more than the National Minimum Wage or National Living Wage (as appropriate) to the contract workforce
    • Entitlement to sick pay for the contract workforce, with provision in place for any staff who do not meet the earnings threshold for statutory sick pay, payment of sick pay from day one of absence and payment of staff on the contract workforce who are off sick a replacement income of 100% of their usual earnings for as long as possible
    • 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
    • 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
    • Measures to identify, mitigate and manage modern slavery risks relating to the contract and how these will be implemented

  • 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

    • Understanding of the types of businesses in the market and the level of participation by new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutuals
    • Activities to identify opportunities to open up sub-contracts under the prime contract to a diverse range of businesses, including new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutuals
    • Plans for engaging a diverse range of businesses in engagement activities prior to appointing subcontractors (including activities prior to award of the main contract and during the contract term)
    • 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: 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
    • Collaborative ways of working with the supply chain to deliver additional environmental benefits 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
    • Understanding of how to influence staff, suppliers, customers, communities and/or any other appropriate stakeholders through the delivery of the contract to support climate and nature protection and improvement
    • Activities to reconnect people with the environment and increase awareness of ways to protect and enhance it

  • 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

    • Delivery of training schemes and programmes to address any identified skills gaps and under-representation in the workforce for the contract (e.g. prison leavers, care leavers, kinship carers, disabled people)
    • Advertising, promotional and outreach activities designed to raise awareness of the offer to reach the target cohort
    • Inclusive and accessible recruitment practices, and retention-focused activities, including those provided in the Guide for line managers on recruiting, managing and developing people with a disability or health condition
    • Introducing transparency to pay and reward processes
    • 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
    • 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 bids@exchangecommunications.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.