Unity World Ltd

Unity Anywhere VOIP

Unity World offers hosted cloud VoIP telephony services from world leading providers. Our services come with a mobile app as standard to allow for remote working and seamless communication across the business. With core features and additional extras that allow customers to maximize communication.

Features

• Unlimited Free Inclusive Minutes
• Free Delivery
• Plug and Play Handsets
• Mobile Application
• Time of Day Routing
• Free Power Supply
• Possible CRM Integration
• Reports and Dashboards
• Auto Attendant
• Call Recording

Benefits

• Same Phone Number on connected devices
• Fixed Monthly Price without additional price per minutes
• End to End Encryption for secure calls
• Fixed or Mobile Device Management
• Minimal Upfront Costs
• Bespoke Functionality Configurations

£13.49 to £14.49 a licence a month

• Education pricing available
• Free trial 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 Matt@Unity.world. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

302399445630579

Contact

matthew mcintyre
03301196666
Matt@Unity.world

Service scope

• Software add-on or extension: No
• Cloud deployment model:
  • Public cloud
  • Private cloud
  • Hybrid cloud
• Service constraints: Hardware limitations: Works with pre-authorised equipment, although this list is broad and includes Smart Phone App stores. ; ; Requires internet access.
• System requirements:
  • Internet Connectivity
  • Firewall Guidelines
  • Supported Hardware
  • Networking Hardware

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: SLA different at weekends
• User can manage status and priority of support tickets: No
• 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: Standard Support hours are 9-5, Monday to Friday. ; All customers get an account manager that acts as a liaison for all enquiries. Each support request will generate a new technical account manager that will handle key aspects of technical queries.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Each organisation will be provided a dedicated account manager. They will work with the client organisation to learn the requirements and provide a service plan and system requirements that will be passed to the technical team during the order process. Your account manager will discuss user documentation and onsite training where needed.
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: Customers have the ability to download call data and recordings at any time within their contract and should retain all required data before termination.
• End-of-contract process: Client notifies us of termination and a 30-day term applies. In that time we will work to port numbers over to a new provider to ensure a smooth transition of service. Upon cancellation, any sensitive documentation we have of yours will be destroyed.

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: Mobile service works exclusively as an extension of your VoIP phone. Additional features are on desktop, such as CRM integration.
• Service interface: No
• User support accessibility: None or don’t know
• API: No
• Customisation available: Yes
• Description of customisation: System features can be customized at a site and user level, allowing for complex call routing and call functionality to be applied at multiple levels. This can be customized by Unity engineers.

Scaling

• Independence of resources: Unity and our suppliers continually monitor the services and have in place metrics and algorithms which will provide details of the demand on the service, these can be used to ensure there are reduced bottlenecks as the take-up of the services increase.

Analytics

• Service usage metrics: Yes
• Metrics types: System Admins have access to view some information on the dashboard, for further analytics, this can be provided as an additional feature within the system and will be decided on a case by case basis during the onboarding process.
• Reporting types:
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

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

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
  • European Economic Area (EEA)
  • Other locations
• User control over data storage and processing locations: No
• Datacentre security standards: Complies with a recognised standard (for example CSA CCM version 3.0)
• Penetration testing frequency: At least once a year
• Penetration testing approach: In-house
• Protecting data at rest: Physical access control, complying with CSA CCM v3.0
• 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: Unity will export data on a case by case basis on the customers behalf. This will be requested by the client and an appropriate format will be discussed and agreed between both parties.
• Data export formats:
  • CSV
  • ODF
• Data import formats: CSV

Data-in-transit protection

• Data protection between buyer and supplier networks: Other
• Other protection between networks: Within data centre, a mix of encrypted and in clear links. Between data centres private BT or VPN connections used.
• Data protection within supplier network: TLS (version 1.2 or above)

Availability and resilience

• Guaranteed availability: Supplier has availability target of 99.9%. No SLAs.
• Approach to resilience: Solutions will be provided to meet the customer resilience requirements as required and this will be agreed upon contract with the minimum agreement being inline with ISO27001:2013. This information is available on request.
• Outage reporting: Email Alerts

Identity and authentication

• User authentication needed: Yes
• User authentication: Other
• Other user authentication: If they're using a physical handset no authentication will be required but if they use the Cisco Webex App they will authenticate using email address and password
• Access restrictions in management interfaces and support channels: Access levels are set by the super admin (unity) we can be the only admin or we can let the customer be admins to. All other users will only have access to view their own user license on the system, they wont be able to see nor make any changes to config
• Access restriction testing frequency: At least once a year
• Management access authentication: Other
• Description of management access authentication: Email address and password

Audit information for users

• Access to user activity audit information: No audit information available
• Access to supplier activity audit information: No audit information available
• 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: Centre for Assessment
• ISO/IEC 27001 accreditation date: 25/10/2021
• What the ISO/IEC 27001 doesn’t cover: N/A
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: No
• Cyber essentials plus: No
• Other security certifications: No

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards: ISO/IEC 27001
• Information security policies and processes: We follow the ISO27001 framework and have the following policy documents:; ; Information Security Policy; Information Security Incident Policy; Acceptable use policy; Access Control Procedure; Backup Plan; Business Continuity Plan; Confidential Data Policy; Data Protection Policy; ; Clients and Staff are promoted to discuss any incidents or updates on a daily basis to their line manager. This is then passed to the senior management team on a weekly basis where all incidents can be reviewed accordingly. Our ISMS are reviewed regularly by the technical management team and audited annually in line with ISO 27001:2013.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: A formal change control process is documented and followed, with security a member of the Change Approval Board to monitor security impact of changes
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Protect BT mandates received and implemented. BT Meetings tracks vulnerabilities for components used in service, risk assesses impact and deploys as required through Change Control Process. The Change Control Process includes a process for emergency patching.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Logs generated by devices are collected by a Splunk engine and fed to Arcsight SIEM, suspicious events are notified to dashboard and investigated by operations team. A demonstration can be provided on requests
• Incident management type: Supplier-defined controls
• Incident management approach: Customers generate support tickets by emailing our support inbox or by calling our support line. Tickets are allocated to the necessary support time and engineer using our internal ticketing and support system. Customers are updated on the status of their ticket through email and on the system. An incident report can be provided on demand and bespoke to the customer and their incident.

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

• Social Value:

  Social Value

  • Covid-19 recovery
  • Equal opportunity
  • Wellbeing

  Covid-19 recovery

  We believe in the power of cloud computing to generate a post-covid recovery. With increased emphasis being placed on hybrid working, our cloud services, security services, and support ensure that companies have the tools they need to develop post-covid.

  Equal opportunity

  The aim is for our workforce to be truly representative of all sections of society and our customers, and for each employee to feel respected and able to give their best. The organisation - in providing goods and services, is also committed against unlawful discrimination of customers or the public. This includes delivering on going training about their rights and responsibilities from within our policy which can be provided upon request.

  Wellbeing

  The system supports and delivers office functionality from remote locations with an internet connection. This promotes home working and an improved work life balance. Unity has a robust health and safety policy which helps to promote well being and mental health within our workforce. Managers are instructed to actively look for the signs of stress and anxiety - and staff are provided a forum to discuss problems with line managers and upper management.; ; We are delivering a continuous improvement to our employee work life balance and is delivered as per our Work life balance policy which include improving the employee value proposition.

Pricing

• Price: £13.49 to £14.49 a licence a month
• Discount for educational organisations: Yes
• Free trial available: Yes
• Description of free trial: Full system access for one month

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 Matt@Unity.world. Tell them what format you need. It will help if you say what assistive technology you use.