Daisy Corporate Services Trading Limited

Daisy Cloud PBX (RingCentral MVP)

Our Cloud PBX solution, RingCentral MVP will empower your organisation with a complete business communications and collaboration solution. Offering Cloud PBX, instant messaging, video meetings and fax from anywhere, on any device within a single app. Plus, advanced call management, call recording, real-time analytics, native integrations, multi-level IVR and more.

Features

• Unified Communications accessible via single app for mobile and desktop
• Cloud PBX Feature rich PBX functionality for in/outbound calling
• Collaboration: Video Meetings, remote-desktop, screenshare, whiteboard
• Instant Messaging: Chat (internal/external), integrated file sharing, task management
• Advanced features: Voicemail, IVR, Auto-Receptionist, Hot-Desking, Call queues/transfer.
• Automated Call Recording with configurable retention periods
• -Integrations: Microsoft Teams, Google, Office 365, Salesforce, Skype and more.
• Open APIs: Salesforce, Google, Microsoft, plus other CRM applications
• QoS: QoS reports, device status reports, alerts, real-time call reporting
• Advanced Analytics: Proactively monitor performance with customisable, real-time dashboards.

Benefits

• Unified Communications: Creates an agile workforce and flexible working environment
• Collaborate with ease. Improved productivity with advanced communication tools.
• A consistent user experience across devices. Seamlessly move between devices.
• Video Meetings for 200 participants. Virtual events with RingCentral Webinar.
• 1:1 Instant Messaging Team Messaging with internal/external contacts.
• World-class security. ISO27001, ISO27017, ISO27018, Cyber Essentials Plus.
• Fully redundant, globally distributed architecture, 99.999% availability SLA.
• Highly scalable cloud-based phone system to match organisation growth
• Simplified IT Management and Administration using our centralised, web-based dashboard
• Significant cost savings through the consolidation of services

£3.99 to £26.99 a unit 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 publictenders@daisygroup.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 13

Service ID

297490089834110

Contact

Andy Riley
07540 203 303
publictenders@daisygroup.com

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: RingCentral is a standalone solution. However, with many out of the box integrations and Open APIs, RingCentral MVP can be integrated with most businesses applications and systems companies use on a daily basis such as Google, Office 365, Teams, SalesForce, Box, Zendesk and many others
• Cloud deployment model: Public cloud
• Service constraints: RingCentral MVP is a pure cloud solution which can be run on Windows, Mac, Android, and iOS as well as being available via WebRTC.
• System requirements:
  • Internet access
  • Windows 8.1 (32 and 64-bit) or later
  • Mac OS 10.13 (High Sierra) or later
  • Minimum Intel Skylake-class 6th Gen i3, i5, i7
  • AMD Excavator-class (2015) processor or newer
  • 8GB of RAM or more
  • RingCentral App Web minimum Chrome 83, Firefox 77, Safari 13
  • RingCentral App Web minimum Edge-Chromium 80, Edge 18

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Urgency Priority 1 Initial Response Time : All phone calls are answered on average less than 5 minutes Urgency Priority 2 Initial Response Time: All phone calls are answered on average less than 5 minutes Urgency Priority 3 Initial Response Time: All phone calls are answered on average less than 5 minutes. Web Cases:< 8 Hours Urgency Priority 4 Initial Response Time < 24 Hours
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.1 A
• 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 A
• Web chat accessibility testing: N/A
• Onsite support: Yes, at extra cost
• Support levels: RingCentral packages include 24x7x365 support via phone, email and web chat. Our solution is fully cloud based and we offer comprehensive remote support. Should you require onsite support, our Professional Services team will work with you on the best solution. RingCentral is also able to provide additional levels of support or managed services approach which can be defined with a customer.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: RingCentral provides an end-to-end service to achieve a successful implementation and go-live of the services. A robust, yet adaptable, framework encompasses core activities including project initiation, discovery, detailed design, build & configuration, pilot implementation, number (DDI) porting, user and administrator training, acceptance testing, go-live checkpoint and service transition. The training can be both onsite and online based on customer's requirements and needs. We also provide a wide range of user documentation as well as an online user community.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: End-of-contract data extraction When the contract end, users will be able to extract their data. All customer data is destroyed within 30 days of account termination and all internal confidential material is shredded or put in locked shredding boxes when they are no longer needed or if the applicable defined retention period has expired.
• End-of-contract process: At the end of a contract, numbers can - if required - be ported from RingCentral to another supplier following the standard industry process.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
• 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: RingCentral is a cloud based solution and is available anytime, anywhere on the device of your choice, via a desktop and mobile client. At RingCentral we highly value user experience and our solution has been recognised as one of the most intuitive in the market by several analysts. We provide a consistent experience across devices with a similar look and feel, navigation and functionalities. With RingCentral your users do not need to learn and relearn how to use the solution.
• Service interface: Yes
• User support accessibility: WCAG 2.1 A
• Description of service interface: Moves, adds, changes, deletions (MACDs) can be made instantly through the administrator interface. RingCentral provides an administrator portal which allows a system administrator with the highest levels of access to control every aspect of the solution. There are no charges associated with the administrative portal or with making a change. The only costs are the subsequent charges for added services. RingCentral is also able to perform adds, moves, and changes on your behalf if desired at no cost.
• Accessibility standards: WCAG 2.1 A
• Accessibility testing: N/A
• API: Yes
• What users can and can't do using the API: RingCentral provides an open API platform for businesses to build communications capabilities in the business applications and systems of their choice. More information available at https://developers.ringcentral.com/
• API documentation: Yes
• API documentation formats:
  • Open API (also known as Swagger)
  • PDF
  • Other
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: With RingCentral, users can choose the way they communicate by customising call configurations and call flows as well as setting up the devices of their choice. As part of RingCentral's no code/low code/full code approach, further customisation is available through using the OpenAPIs for integration into other business applications, either via low code or full code.

Scaling

• Independence of resources: RingCentral's platform has been designed from the ground up with high availability and geo-redundancy in mind. As a cloud solution RingCentral is highly scalable and provides service availability up to 99.999%.

Analytics

• Service usage metrics: Yes
• Metrics types: RingCentral provides full call log and call recording details as well as call costs in the online management portal. This is supplemented with powerful analytics for reviewing performance and aspects such as Quality of Service and MOS (Mean Opinion Score) values. We provide live reporting at an additional cost, which provides full live reporting capabilities allowing for wallboards based on queue, group, team or individual reporting.
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

• Supplier type: Reseller providing extra support
• Organisation whose services are being resold: Ring Central

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Up to Developed Vetting (DV)

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations:
  • United Kingdom
  • European Economic Area (EEA)
  • Other locations
• 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: Less than once a year
• Penetration testing approach: Another external penetration testing organisation
• Protecting data at rest:
  • Physical access control, complying with CSA CCM v3.0
  • Encryption of all physical media
• Data sanitisation process: Yes
• Data sanitisation type:
  • Explicit overwriting of storage before reallocation
  • Deleted data can’t be directly accessed
• 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: RingCentral users will be able to easily export their data from the RingCentral online management portal.
• Data export formats:
  • CSV
  • Other
• Other data export formats: JSON
• Data import formats: CSV

Data-in-transit protection

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

Availability and resilience

• Guaranteed availability: RingCentral's platform has been designed from the ground up with high availability and geo-redundancy in mind. RingCentral guarantees up to 99.999% service uptime. We will share on financial compensation adjustments associated with underperformance upon request. RingCentral invests in a world-class Network Operations Centre, which is monitored 24/7/365 by highly skilled engineers to support up to 99.999% availability.
• Approach to resilience: Approach to resilience RingCentral’s architecture has multiple levels of inter & intra redundancy built into it. It’s designed to run in an active/active mode and seamlessly switches to the available data centre in the event of any failure. Service failover is tested regularly during system maintenance windows. In case of a local internet failure, all calls can fail over to mobile devices.
• Outage reporting: RingCentral’s network operations centre (NOC) operates 24/7/365 to ensure optimal system configuration and service availability. Our engineers continuously monitor countless systems, metrics, and alarms. RingCentral uses 5 internal alarm levels to ensure reliable operations (presented here from lowest to highest importance): -Informational (take note, no direct action results) -Warning (watch and take action as needed) -Critical (immediately fix and/or escalate) -Service Outage (immediately fix and escalate) -Disaster (immediately fix and escalate through a live conference call regardless of day or time). RingCentral customers are immediately notified of issues and outages affecting their service. Customers are also notified when the issue is resolved, what the issue was, and how it was resolved. Service status can be checked at https://status.ringcentral.com

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
  • Other
• Other user authentication: RingCentral can integrate with third-party Single-Sign-On (SSO) providers, like Okta and Azure AD, that adhere to SAML 2.0
• Access restrictions in management interfaces and support channels: RingCentral has complex password requirement to restrict access to its service. Upon entering wrong details a user's account will be locked. Within the RingCentral administration portal, users can apply role based access control to ensure only designated users have access to certain functions.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
  • Other
• Description of management access authentication: RingCentral can integrate with third-party Single-Sign-On (SSO) providers, like Okta and Azure AD, that adhere to SAML 2.0.

Audit information for users

• Access to user activity audit information: You control when users can access audit information
• How long user audit data is stored for: Between 6 months and 12 months
• Access to supplier activity audit information: You control when users can access 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: BSI
• ISO/IEC 27001 accreditation date: 13/09/2013 original certification
• What the ISO/IEC 27001 doesn’t cover: Scope is all Daisy sites and services requiring security certification.
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: Yes
• Any other security certifications:
  • ISO 27017
  • ISO 27018
  • ISO 22301
  • ISO 27001 compliance (data centres)
  • GDPR
  • German BSI C5
  • HITRUST CSF Certified
  • HIPAA
  • SOC 2+ FINRA CSR

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: Through the establishment of a comprehensive security framework, Daisy shall demonstrate a commitment to protect all assets that support the delivery of business objectives and address all legal, regulatory and contractual obligations. The following ISO27001 Group clause & objectives are referenced within this document: Clause 5, & Control objectives: A6, A9, A11, A13.2, and A14 Data Protection Policy Site Security Policy CCTV Policy

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: RingCentral’s network and application perimeter is protected with firewalls and session border controllers. Administrative access requires authenticating through a production VPN gateway, then authenticating to local infrastructure systems. Technology layers include intrusion detection systems, system logs, and fraud analytics. Operational processes include system and service-level monitoring, system hardening, change management, and regular vulnerability scans.
• Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Vulnerability management approach: Vulnerability management approach RingCentral is continuously monitoring for threats to operational services with an infrastructure that incorporates Intrusion Detection Systems (IDS) and other defence in depth elements to monitor network activity for suspicious traffic and attacks. Threat intelligence is gathered from multiple sources, including CVE, and subject to the criticality, patches are deployed inline with RingCentral's policies.
• Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Protective monitoring approach: We have NOC monitoring incidents 24x7. The security director is notified of the incident immediately. The required teams follow the approved information security incident response guide.
• 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: We have NOC monitoring incidents 24x7. The security director is notified of the incident immediately. The required teams follow the approved information security incident response guide.

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: Yes
• Connected networks: Joint Academic Network (JANET)

Social Value

• Fighting climate change:

  Fighting climate change

  Compact and plan to become a registered B Corporation in this financial year. Certified B Corporations are leaders in the global movement for an inclusive, equitable, and regenerative economy. Unlike other certifications for businesses, B Lab is unique in the ability to measure a company’s entire social and environmental impact. 3 of the UN Compact principles are Principle 7: Businesses should support a precautionary approach to environmental challenges; Principle 8: undertake initiatives to promote greater environmental responsibility; and Principle 9: encourage the development and diffusion of environmentally friendly technologies. This means that these principles will be an integral part of everything our organisation does. We are partners with Groundbreakers an organisation which co-ordinates funding from partners into global projects including tree cultivation n Mexico, planting and a range of complementary projects such as pond building. Daisy is developing LIAISE - a set of services that provides organisations with IT/telecom solutions with lower environmental and social impact. Certain solutions also straddle into ‘governance’ areas, for example cyber security. The range is based upon the seven pillars of circularity. It is called LIAISE as the services are developed through a combination of ‘liaising’ with our ‘People’ and an external panel of experts. Furthermore, LIAISE stands for (CircuLar SocIAl IT as a SErvice). We are providing an assessment across our range, which will better highlight different aspects of impact. This will enable more informed choices and link back to our People, Planet, Partnerships values We also work with The Conservation Volunteers giving time and effort through our Helping Hands scheme which allows staff members to take time off in order to do volunteer work. We also sponsor the Recycling Badges within the Girl Guide movement.
• Tackling economic inequality:

  Tackling economic inequality

  One of the Daisy Roots is Community Engagement and we serve more than our immediate office community. We support customers across the UK who exist in a range of jurisdictions as a consequence we partner with organisations. Our Daisy University supports people to further their careers, change direction and realise their ambitions. The University is also the conduit for training our staff ensuring our management maintains awareness of inequality, modern slavery and wellbeing amongst many other courses. We have a Programme called Belonging at Daisy where we hope to create a truly inclusive environment where people feel like they belong, going beyond gender and encompassing all of the protected characteristics.; Daisy have also developed a comprehensive Social Value Training programme to deliver courses to our staff, supplier employees, customer’s employees, and citizens to support the Social Value Model Themes. There are 500+ courses available including a wide range of courses to support the development of employment and life skills. ; We believe the development of these skills, particularly digital, IT, and technical skills is key to tackling economic equality. These skills not only provide greater employment opportunities for their recipients via their intrinsic knowledge gain; are less location dependant (thus reducing regional inequalities), and also are more likely be required in jobs that have flexible working hours and role types (reducing another barrier to equality for people who have this requirement for their role vs. a traditional 9-5, 5 days a week position). ; This training programme is used internally within Daisy, with our suppliers, and can also be provided to customers and citizens as part of Social Value directly delivered under G Cloud Service Provision.
• Equal opportunity:

  Equal opportunity

  Daisy recognises that the success of a business depends on its people. Embracing what is unique about individuals and drawing on their different perspectives and experiences adds value to the way that we do business. We strive to create a productive environment which is representative of and responsive to different cultures and groups, where everyone is treated with fairness and respect and has an equal chance to succeed. Daisy is committed to treating all of its employees, workers and job applicants equally. No employee or potential employee will receive less favourable treatment because of any 'protected characteristic', namely: •age (or perceived age) •disability (past or present) •gender reassignment •marriage or civil partnership status •pregnancy or maternity •race, colour, nationality, ethnic or national origins •religion or belief •sex •sexual orientation This aim is facilitated through Policy and Action. Daisy goes beyond our statutory obligations regarding protected characteristics. We will ensure that opportunities are made available to everyone to participate and reach their full potential in a workplace and not be defined or limited by any protected characteristics, including less visible and obvious forms of diversity. All managers are mandated to attend interactive training courses in order to maintain the principles; Daisy have also developed a comprehensive Social Value Training programme to deliver courses to our staff, supplier employees, customer’s employees, and citizens to support the Social Value Model Themes. There are 500+ courses available including a wide range of courses to develop a greater understanding and awareness of ensuing equal opportunities for all. This training programme is used internally within Daisy, with our suppliers, and can also be provided to customers and citizens as part of Social Value directly delivered under G Cloud Service Provision.
• Wellbeing:

  Wellbeing

  Daisy from the very top down, is continually active in the promotion of health and wellbeing in the work force. We seek to promote a healthy and happy working environment for staff and to identify, prevent and alleviate work-related stress as far as possible. In each physical location we have Health and Wellbeing champions as local points of contact for health/wellbeing issues. They:- • Promote health/wellbeing within Daisy • Assist in health and wellbeing activities that are companywide. • Coordinate local health and wellbeing activities such as running clubs, lunchtime classes etc. • Communicate regular feedback to the Health and Wellbeing team to allow internal communication of local/national events. • Maintain health and safety company policy and legislation Daisy communicates its messages in a number of formats, directly through the Champions, from senior management through videos and live presentations, through the intranet and through the Daisy University. Our Health and Wellbeing Manager provides useful daily tips and initiatives to help maintain mental health in our stressful lives including ‘3 minute breathing space’ an interactive application promoting mindfulness. Daisy employees have a number of schemes promoting health and wellbeing, there is in place an Employee Assistance Programme offering help to employees and their families when required. We also have a Helping Hands programme whereby employees can take additional days leave to participate in local charitable events.; Daisy have also developed a comprehensive Social Value Training programme to deliver courses to our staff, supplier employees, customer’s employees, and citizens to support the Social Value Model Themes. There are 500+ courses available including a wide range of courses to support Wellbeing. This training programme is used internally within Daisy, with our suppliers, and can also be provided to customers and citizens as part of Social Value directly delivered under G Cloud Service Provision.

Pricing

• Price: £3.99 to £26.99 a unit a month
• Discount for educational organisations: Yes
• Free trial available: Yes
• Description of free trial: RingCentral offers a 14-day trial which is a limited version of our services but will help buyers familiarise themselves with our solution, key functionalities and user experience
• Link to free trial: https://www.ringcentral.co.uk/office/plansandpricing.html

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