TECHNOLOGY SERVICES GROUP

Gamma Horizon Hosted Telephony

TSG's Managed Hosted Telecoms platform, built on Gamma Horizon, provides a fully managed voice service for business looking to leverage the power of cloud based voice services without the management over head.

Features

• Fully Managed - TSG maintain, administer and support
• Voice Mobility via PC/mobile app or mobile twinning
• Disaster Recovery - make/receive calls across multiple devices
• Omnichannel Contact Centre add-on
• Manage call flows - schedule and automate call flows
• Fully Functioning PBX - Hunt Groups, Voicemail, Auto Attendants, etc
• No PBX hardware required on site
• Voice delivered via IP - ready for ISDN switch off
• Web based Administration - manage call flows, system from anywhere
• Call Recording/Reporting is available

Benefits

• Rely on experts to maintain and support your end users
• Maintain critical voice services in any situation
• Consolidate multiple platforms/suppliers to a single platform
• Present consistent numbers when making calls
• Professional approach to high volume customer contact points
• Benefit from flexible working across sites/devices
• Provide network level queuing for busy periods
• Always up to date platform with updates carried out seamlessly
• Route calls effectively regardless of location of staff
• Guarantee voice quality over Assured/Converged services

£13 to £100 a user a month

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

Framework

G-Cloud 13

Service ID

295945535602914

Contact

Marketing Team
03332200777
info@tsg.com

Service scope

• Software add-on or extension: No
• Cloud deployment model: Hybrid cloud
• Service constraints: 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.; ; Horizon does not support the following:; Analogue phones and devices, although we do supply ATAs; ISDN data calls; Door entry options; IP handsets that have not been supplied by us; The call recording service on Horizon is not currently PCI or FSA compliant.; We do not support some fax and franking machines used with an ATA
• System requirements:
  • A suitable Assured/Converged Data Service
  • Suitable Network Bandwidth
  • Cat5e or above network cabling
  • Network points where phones need to be located
  • Suitable Desktop/Laptop/Mobile device for Softphone
  • A suitable internet connection or 4G signal for Softphone

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Weekdays - 8am until 6pm; Weekends support can be provided at an extra cost.
• 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: 9 to 5 (UK time), Monday to Friday
• Web chat support: No
• Onsite support: Yes, at extra cost
• Support levels: Varies depending on level of support and subscription purchased along with the nature and severity of the issue.; Telephone response time aims to achieve:; Priorities: P1 – 30 mins, P2 – 1 hour, P3 – 4 hours, P4 – 1 day
• Support available to third parties: No

Onboarding and offboarding

• Getting started: During the deployment process, TSG engage with the relevant stakeholders within the organisation. Developing the system and a suitable training plan.; ; As standard, a web based "basics" course is provided for users to get the most from their new phones and user interface. We can tailor courses through to the full administrators and reporting courses.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
  • Other
• Other documentation formats:
  • Word
  • Excel
  • Video
• End-of-contract data extraction: At the end of the contract the organisation will move onto a monthly rolling contract on our standard rates. All user details and customer numbers can be downloaded as an Excel file from the portal for porting if required.
• End-of-contract process: At the end of the contract, the customer moves to a monthly rolling term on our standard rates. TSG will be engaged prior to this to maintain the services and allow the organisation to benefit from the best pricing available.

Using the service

• Web browser interface: No
• Application to install: Yes
• Compatible operating systems:
  • Android
  • IOS
  • Windows
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: Dedicated softphone client for iOS and Android devices are available to download from App Store. Make/Receive calls and access other features via the app using Wi-Fi or mobile 4G/5G data.
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: TSG or end user administrator scan access the Horizon portal via the web to make changes and support the solution.
• Accessibility standards: None or don’t know
• Description of accessibility: TSG or the end users administrators can access the Gamma Horizon portal via varying web browsers to login and make changes live on the system or fault find.
• Accessibility testing: Provided by Gamma as they own and manage the maintenance of the portal.
• API: Yes
• What users can and can't do using the API: The Gamma Horizon solution has various API connected services, an Integrator add-on must be purchased to release the system to integrated with pre-selected soltuions such as CRM systems.
• API documentation: No
• API sandbox or test environment: No
• Customisation available: Yes
• Description of customisation: During the design stages, TSG would work with you to identify the requirements of the system and customise accordingly.; ; Once in life, changes can be made either by TSG or an Administrator user.

Scaling

• Independence of resources: 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 we have sufficient capacity and overhead to manage customer's requirements. Additionally there is weekly planning review on capacity management adjustments.

Analytics

• Service usage metrics: Yes
• Metrics types: The service provides a wide range of on line reports across all the organisations number and users. ; ; If required, full summary reports are available along with key reports such as how many calls are getting through, where are my customers located, what are my call trends, when are my busy times. Detailed call analysis is available via the advanced statistics package.
• 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

Staff security

• Staff security clearance: Staff screening not performed
• Government security clearance: None

Asset protection

• Knowledge of 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 CHECK 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: Our Web Portal allows users access to their associated number ranges. Typically users will extract their applicable data in Excel or CVS format.
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • PDF
  • Excel
• Data import formats:
  • CSV
  • Other
• Other data import formats: Excel

Data-in-transit protection

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

Availability and resilience

• Guaranteed availability: Horizon service availability is calculated as:; 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 for Horizon is: ; Horizon Graphical User Interface (GUI) is 99.9% ; Horizon user subscriptions is 99.5% ; Horizon 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; Notes:Core functions are Gamma Switching infrastructure, transmission equipment and; core network, the service that supports call routing and termination.; Non-Core functions include Gamma Support Systems, access to any relevant portals and feature based services such as Call Plans, Call diverts, Auto Attendant, Call Recording, and Unified Messaging; PESQ score target for G711 is 4.1 and G729 is 3.7
• Approach to resilience: Gamma hold ISO 22301:2012 Business Continuity Management accreditation. As this information is sensitive, further specific information is available on request. ; They also hold:; • ISO 9001; • ISO 14001; • ISO 22301; • ISO 27001; • Cyber Essentials; • Cyber Essentials Plus
• Outage reporting: A public network status dashboard; Email alerts; Portal alerts; Text messages to opted in mobile numbers; Service desk verbal communication

Identity and authentication

• User authentication needed: Yes
• User authentication: Username or password
• Access restrictions in management interfaces and support channels: TSG would configure user details as required with each user getting a unique username and password. Only authorised users would be able to access the Administration portal.
• Access restriction testing frequency: Never
• 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: 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

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Lloyd's Registar
• ISO/IEC 27001 accreditation date: 22/06/2021
• What the ISO/IEC 27001 doesn’t cover: Unknown.
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• 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
  • Other
• Other security governance standards: Gamma hold:; • ISO 9001; • ISO 14001; • ISO 22301; • ISO 27001; • Cyber Essentials; • Cyber Essentials Plus
• Information security policies and processes: Details of Gammas security governance and data management processes are available on request

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Change Control Process covers changes made to operational systems, to mitigate the risks and impacts that any change has and ensures good communication at all stages. ; Change Management ensures changes to core infrastructure and services are performed and implemented correctly.; Best practice guidance, aligned to ITIL (OGC), recommends that the starting point for any change should be a review of generic questions or the ‘seven Rs’. ; A risk and impact assessment is carried out for each change this involves detailing the assets under change.; The Change Advisory Board (CAB) has a representative from each impacted business area.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Gamma 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 permits.; Gamma utilise many Vendor sources and industry RSS feeds, CERT, Ubuntu and Debian. Member of CiSP.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Gamma utilise GPG 13 guidance. Gamma have built a Security Information & Event Management Solution (SIEM) to identify potential compromises. If a compromise is found it is investigated. A Security Incident is raised to track the investigation, root cause and solutions if required to rectify or improve the situation. We respond to incidents as close to real time as practicable.
• Incident management type: Supplier-defined controls
• Incident management approach: Gamma have an Incident Management process which has numerous pre-defined sub groups of staff designated for particular products or scenarios. It can be initiated by any member of staff and is managed by the 24/7 Network Operations Centre (NOC). Any incident is reported by the customer to the Service Desk, it is recorded in a customer relationship management tool (CRM) and an Incident report is produced after root cause analysis has taken place. Any Incident reports are made available to end users via pdf.

Secure development

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

Public sector networks

• Connection to public sector networks: Yes
• Connected networks:
  • Joint Academic Network (JANET)
  • Health and Social Care Network (HSCN)

Social Value

• Fighting climate change:

  Fighting climate change

  The UK aims, through law, to be net zero by 2050. The target will require the UK to bring all greenhouse gas emissions to net zero by 2050. ; ; Increasingly at TSG we are seeing ESG (environmental, social, governance), net zero and the circular economy cited in business cases for cloud adoption. Net zero targets are putting our clients under extraordinary pressure to achieve decarbonisation, retrofit programmes and carbon offsetting. Cloud hosted datacentres outperform on-premise data centres in terms of their carbon footprint. At TSG we work with our clients to migrate their on-premise services and applications to the public cloud using Microsoft Azure and M365. We have witnessed considerable acceleration over the last 12-24 months as organisations have taken the decision to retire their on-premise computer rooms and phone systems and move them to the cloud. There is an economy of scale here which results in optimised energy consumption and lower costs through a shared computing model. ; ; Microsoft’s data centres have been carbon neutral since 2012, they will be carbon negative by 2030 and the Microsoft cloud will have offset the entire carbon footprint by 2050. In contrast, a typical on-premise data centre in a typical organisation will be idle for 64% of the year, it will consume over a £150K of energy during that idle time and will produce 64 tonnes of CO2 which is the equivalent to powering 41.6 homes for a year or 3,200 trees. Cloud computing has got to be a key consideration in your net zero strategy and digital strategy. ; ; For these reasons TSG is both accelerating cloud adoption within our client base, and is actively working with the Carbon trust to plan our own transition to net zero.”
• Covid-19 recovery:

  Covid-19 recovery

  Our aim at TSG is to contribute to our customers success by deploying innovative solutions delivered with passion by highly skilled people.; ; TSG works to digitally transform housing associations, food and beverage organisations and professional services industries. Digital transformation has become essential to new ways of working post-pandemic as the nature and patterns of work have changed beyond all recognition. Work has become a thing you do rather than a place you go. Employee performance is now evaluated on productivity, achievements and business and customer outcomes rather than hours spent in an office. In addition, employees increasingly manage ‘portfolios’ of work across multiple employees.; ; The nature of work has changed, and modern flexible ways of working has become a key employee benefit and competitive differentiator. Employees are increasingly taking control of their life/work balance, people prefer to work flexible hours or are choosing to work shorter working weeks and employees are starting to prioritise their mental health and well-being, overall. ; ; TSG are proud to have supported many organisations during and after the pandemic with unprecedented and accelerated Microsoft cloud adoption that delivers hybrid working arrangements and a flexible modern workplace. ; ; TSG worked with many clients during the pandemic to deploy cloud hosted voice and multimedia conferencing solutions, we did this quickly and at scale while supporting our customers with large-scale, sudden change and transformation. For example, we have built desk booking apps for our clients so that when people return to the office, they can maintain social distance between pre-booked workstations. We have also developed an expenses app as a sustainable travel solution for claiming back expenses associated with travel.; ; Our employees also have access to professional support for mental health, which has assisted several employees directly affected by Covid 19.”
• Tackling economic inequality:

  Tackling economic inequality

  The TSG Academy was launched in October 2021 and we now have seven trainee consultants employed. They receive exceptional training from our subject matter experts and continuous professional development. We have a fresh cohort of trainee consultants every six months. They achieve industry recognised qualifications, they earn a competitive salary, they become an expert on Microsoft cloud and successful graduates are guaranteed a permanent placement with TSG.; ; We invest heavily in our staff at TSG to support the educational attainment that is required for us to service our commitments to all of our clients. This includes training schemes and leading vendors based certification learning pathways that address skills gaps and result in recognised qualifications. ; ; We employee nearly 300 staff and work hard to ensure that we have a diversity of skills and qualifications relevant to the technology we work with and support. We duplicate skills across our staff so that we have strong succession planning and breadth of skills coverage within the team. The ICT industry is a high growth sector and TSG plays a major role in influencing staff, suppliers and customers. ; ; TSG is a large scale national incubator of digital skills and talent. We also have detailed security roadmaps and recovery plans in place with our customers, and have one of the top tier accreditations with Sophos, as well as ISO 27001.; ; The social value of our investment and commitment to skills development at TSG is vital to the UK economy especially given our national reach and the size of our organisation. Industry 4.0 is ushering in the next wave of global economic growth and the globalisation of manufacturing and service industries. We utilise the government’s apprenticeship levy, but we supplement this with our own financial resources, our time and commitment and sponsorship of the apprentices.”
• Equal opportunity:

  Equal opportunity

  TSG is an equal opportunities employer. TSG is committed to treating all of its employees and job applicants fairly and with dignity and respect.; ; • No applicant or employee is treated less favourably than another in accordance with this policy. ; • No applicant or employee is placed at a disadvantage by requirements, conditions or procedures which have a disproportionately adverse impact on them and cannot be shown to be necessary for the satisfactory completion of the job. ; • Employment with TSG and opportunities for promotion and training are made available to all applicants. ; • No individual is discriminated against in line with the Equality Act 2010 which legally protects people from discrimination in the workplace and in wider society.; ; Behaviour and language contrary this will not be tolerated. ; This policy is available in full on our website; ; TSG conducts all of our business in an honest and ethical manner. We regularly provide information and guidance to our employees on how to recognise and deal with modern slavery issues.; ; We take a zero tolerance approach to slavery and/or human trafficking and are committed to acting professionally, fairly and with integrity in all our business dealings and relationships wherever we operate.; ; In the event that TSG suspects any slavery and human trafficking by an Associated Party, TSG reserves the right to: ; ; • Report such suspicions ; • Provide appropriate information to the relevant authorities ; • To suspend or terminate any associated engagement, business arrangement or contract Each Associated Party is required to: ; • Put in place suitable management policies and/or systems for ensuring compliance with this policy ; • Extend the principles set out in the policy to those engaged or acting on the Associated Party’s behalf, including contractors
• Wellbeing:

  Wellbeing

  “In response to improving health and wellbeing, we are passionate about helping our local communities and fundraising. Our charity partner is Mental Health UK, for whom we raise funds throughout the year. Since January 2022 we have raised over £20,000 across the business completing a variety of challenges. Previously our charity his was the British Heart Foundation who we raised £45,000 for over 4 years. ; ; TSG have also recently established the TSG Foundation and we have committed to donate 2% of each year’s annual profits / EBITDA to support good causes. We’ve engaged with The Charities Aid Foundation (CAF) to help us deliver this commitment successfully. ; ; TSG takes staff wellbeing extremely seriously and has implemented a number of facilities to support this including careful line management, an employee assistance programme, monthly colleague Check Ins and a range of physical and virtual events to promote wellbeing in the workplace.; ; We also provide:; ; • Virtual Coffee Breaks via TSG Catch up and Chat; • Weekly Quizzes hosted by Sports and Social; • #Hellofromhome - add this tag onto the Grapevine Intranet to show other colleagues what you have been up to lately; • Health and Fitness - Free online workout and wellness classes, you and colleagues complete an online workout together.; • Complete 10 minutes of mindfulness by the founder of Headspace, Andy Puddicombe; • Complete 30 Minute Guided Meditation for Mindfulness ; • Water Cooler Teams Channels; ; We have an area on our Intranet which is dedicated to wellbeing which is populated with a large range of supporting material including a virtual wellbeing community where staff can come together informally.; ; Our Line Managers have responsibility to monitoring their direct reports to identify wellbeing concerns so our colleagues can be supported in the most appropriate manner. Our Leadership Team is accountable for wellbeing.”

Pricing

• Price: £13 to £100 a user a month
• Discount for educational organisations: Yes
• Free trial available: Yes
• Description of free trial: We can provide a Proof of Concept for customers with customers agreeing to pay for any calls made during this time.

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