ONECOM LIMITED

Cloud Telephony

Onecom’s Vox is a leading hosted UCaaS Platform providing usual corporate PBX features plus extensive Unified Communications capabilities, such as; voice/video conferencing, Instant Messaging, presence, desktop and file sharing. Operated through desktop apps, handsets or mobile devices. Web/App interfaces allow real-time access and admin controls over the extensive features.

Features

• One number follows you everywhere on any device (inc twinning).
• Hunt groups – distribute calls simultaneously, weighted, sequential etc.
• Scheduling – Automatically route calls dependant on time of day
• Works on any device; desktop, handset or Mobile
• Call logging/recording – all calls or on demand, stored on-line.
• Call Centre Module - increased functionality for supervisor/agents
• Hot Desk – use any Horizon handset as your extension.
• Call from Anywhere (Remote Office).
• Microsoft Teams Integration option
• Admin controls including blocking, diverting & notifying of CLI’s.

Benefits

• Promotes the Public Sector and enhances effectiveness.
• Efficient accessibility with simultaneous one number ring on all devices.
• Record important call information and improve training.
• More professional approach to high volume customer call centres.
• Promote flexible working, seamlessly move between sites.
• Provide a better collaborative experience for remote workers.
• Provide Local or National CLI numbering regardless of locations
• Increase productivity as hunt groups find available agents quickly
• Enhance ESG with pure cloud and ESG rigour in supply-chain.
• Enhance employee loyalty by using modern integrated technologies.

£6 to £10 a user a month

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 Paul.Butler@onecom.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

294466651202657

Contact

Paul Butler
07740444444
Paul.Butler@onecom.co.uk

Service scope

• Software add-on or extension: No
• Cloud deployment model: Hybrid cloud
• Service constraints: The system is pure cloud and will have no constraints beyond compatibilities required for any integration. Systems integrations can be discussed during discovery conversations.
• System requirements:
  • Browser
  • Ability to install software on client machines (where required)
  • IT policies

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: We aim to respond as quickly as possible after assessing the size of the ticket.
• 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: Web chat
• Web chat support availability: 24 hours, 7 days a week
• Web chat support accessibility standard: WCAG 2.1 AA or EN 301 549
• Web chat accessibility testing: We have no conducted web chat testing with assistive technology users.
• Onsite support: Onsite support
• Support levels: The Olive support wrap is multi skilled and aligned to suit the specification of the customer product set. 1st/2nd/3rd line desk support with service commitments and field based technicians and project services teams assist with implementation in-life support and configuration. A technical support manager and a service manager are typically aligned to customer accounts.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Project services teams will assist with implementation of any new service and assume responsibility for hand-off into live environment. Training and handbooks are provided. A service manual is created in conjunction with the customer and becomes the point of reference for in-life service matters. Training can be provided on-site and is more commonly consumed by group or individual video sessions and downloadable user guides and video help.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • ODF
  • Other
• Other documentation formats: Online guided tours
• End-of-contract data extraction: Data is exported from the data repository in a CSV file format and transferred by secure FTP or downloaded from the secure customer portal.
• End-of-contract process: The price quoted for the contract and term is typically inclusive of the services stated with no additional charges. However there are additional products and services that can be included at additional price and this can be reviewed with a consultant before implementation of services. Project services is included to the standard level required to implement the project.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
• Application to install: Yes
• Compatible operating systems:
  • Android
  • IOS
  • Linux or Unix
  • MacOS
  • Windows
  • Windows Phone
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: The browser has ben adapted for mobile usage.
• Service interface: Yes
• User support accessibility: WCAG 2.1 AA or EN 301 549
• Description of service interface: Yes, "OneCloud" a browser based aggregation service application that offers incident tracking and creation, ordering, MAC's, inventory/asset information, billing reporting. API's available for integration with customer ERP or service desk.
• Accessibility standards: WCAG 2.1 AA or EN 301 549
• Accessibility testing: We have no conduct any testing for assistive technology users.
• API: Yes
• What users can and can't do using the API: API integration into the OneCloud service management application for incident management, ordering, billing and inventory.
• API documentation: Yes
• API documentation formats: PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: The services can be built and configured specifically to suit the requirements of the customer. We also have interoperability with numerous brands to enable multi brand solutions within a single managed service.

Scaling

• Independence of resources: The customer systems are provided with adequate redundancy to ensure no detriment to service caused by demand of volume or bandwidth. The services are scaled up as necessary to suit the demand and volume. All services include strong SLA's to support this commitment.

Analytics

• Service usage metrics: Yes
• Metrics types: Metrics types to be discuss upon enquiry.
• Reporting types: Reports on request

Resellers

• Supplier type: Reseller providing extra features and support
• Organisation whose services are being resold: Multiple, including: Five9, Gamma Horizon, 8x8, 3CX, Avaya, Microsoft Teams

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Up to Baseline Personnel Security Standard (BPSS)

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: Complies with a recognised standard (for example CSA CCM version 3.0)
• Penetration testing frequency: At least once a year
• Penetration testing approach: Another external penetration testing organisation
• Protecting data at rest: Physical access control, complying with CSA CCM v3.0
• Data sanitisation process: Yes
• Data sanitisation type: Explicit overwriting of storage before reallocation
• Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v.30, CAS (Sanitisation) or ISO/IEC 27001

Data importing and exporting

• Data export approach: Data is exported from the OneCloud secure customer management portal and downloaded over internet oy by FTP transfer. Access is granted by complex password and dual-factor authentication.
• Data export formats: CSV
• Data import formats: CSV

Data-in-transit protection

• Data protection between buyer and supplier networks: Private network or public sector network
• Data protection within supplier network: TLS (version 1.2 or above)

Availability and resilience

• Guaranteed availability: Availability SLA: 99.999%; Initial Support Response: 15 minuities During the implementation of the project a service handbook will be provided that encompasses all elemnets of service and support, including SLA's. This document will be suitable for sharing with customer personnel including trainers and service desk managers.
• Approach to resilience: All our services are built with multiple layers of redundancy and resiliency. There are no single points of failure from the physical connectivity, data centers, network and application stacks. This is how we unpin our service SLA's. More detailed information can be provided on request.
• Outage reporting: Our service complies to full ITIL standards which incorporate the following:; ; - Incident management & reporting; - Portal management of cases, and incidents; - API access to SEIM and other OSS platforms.; - Subscription service for Email alerts.

Identity and authentication

• User authentication needed: Yes
• User authentication: 2-factor authentication
• Access restrictions in management interfaces and support channels: All management interfaces are classified and then restricted based on severity. We leverage the following:; ; - Restricted IP; - Private network acccess only; - Cert based autenication; - OAuth2.0
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • 2-factor authentication
  • Username or password

Audit information for users

• Access to user activity audit information: Users have access to real-time audit information
• How long user audit data is stored for: User-defined
• Access to supplier activity audit information: Users have access to real-time audit information
• How long supplier audit data is stored for: User-defined
• How long system logs are stored for: At least 12 months

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: BSI
• ISO/IEC 27001 accreditation date: 01/01/2020
• What the ISO/IEC 27001 doesn’t cover: Our accreditation covers our entire organisation.
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: Yes
• Who accredited the PCI DSS certification: OneCloud
• PCI DSS accreditation date: 01/01/2020
• What the PCI DSS doesn’t cover: Our certification covers out entire organisation.
• Cyber essentials: Yes
• 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: ISO27001 Policies in line with ISC2

Operational security

• Configuration and change management standard: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Configuration and change management approach: Our service complies with the latest ITIL service management processes. This incorporates a comprehensive list of processes and controls for service and security management.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Our vulnerability management processes are underpinned by our business and service management processes. These include the expected identification, classification, evaluation and resolution. Patch management is controlled through version control, along with human and machine testing. We also run a team that review and leverage our SEIM, to evaluate internal and external threats.
• Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Protective monitoring approach: Our services are designed for zero day event tracking. Through this capability and our SEIM and network management systems we are able to monitor all elements of the services. We have integration at the network and application level to handle events based on the severity automatically. Lower classified events are reviewed by a team.
• Incident management type: Conforms to a recognised standard, for example, CSA CCM v3.0 or ISO/IEC 27035:2011 or SSAE-16 / ISAE 3402
• Incident management approach: Our service complies to full ITIL standards which incorporate the following:; ; - Incident management & reporting; - Portal management of cases, and incidents; - API access to SEIM and other OSS platforms.; - Subscription service for Email alerts.

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 v3.0)

Public sector networks

• Connection to public sector networks: No

Social Value

• Fighting climate change:

  Fighting climate change

  The Onecom solutions are pure cloud and operate at the lowest carbon footprint that can be provided. We use aggregated services wherever possible, to maximise efficiency and speed of operation. Onecom, as a provider, has deployed agile working practices and a digital environment. Our people are encouraged to work from home wherever effective to do so, to minimise travel and embrace environmental consideration at every opportunity. We have a strong and supportive culture with a main board that invests in environmental and social endeavours. Together, the supply solution and the supplier behaviours offer material endeavours to contribute to climate change
• Tackling economic inequality:

  Tackling economic inequality

  We believe that helping to build stronger, more sustainable communities through charity work not only has positive socio-economic effects, but it also considerably improves the company culture and employee morale. Therefore, Corporate Social Responsibility (CSR) topics are incorporated into numerous elements of our decision-making and business practices. We have invested in numerous local and national charitable and fundraising events, both on a corporate level and in support of individual employees’ charitable endeavours
• Equal opportunity:

  Equal opportunity

  Diversity and equality are some of Onecom’s fundamental core values. We do not tolerate discrimination, harassment or the violation of human rights and are fully committed to promoting diversity and equal opportunities in employment. We have a track record of recruiting from a diverse pool of talent from all walks of life. Our people and anyone applying for a job with the Company receive fair and equal treatment, and decisions surrounding promotions / pay rises are only made based on objective criteria.
• Wellbeing:

  Wellbeing

  We conduct active challenges for mental and physical wellbeing.

Pricing

• Price: £6 to £10 a user a month
• Discount for educational organisations: No
• 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 Paul.Butler@onecom.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.