IMAIL COMMS LIMITED

MICOM

MICOM provides multi channel communications solutions including SMS, secure email and postal. Ensuring communications are sent based on the recipients preference and outcomes are achieved.

Features

• API connection
• SFTP
• MICOM Comms App
• Secure Email delivery
• SMS delivery
• Secure online portal
• Print and post solution
• Granular level reporting per user
• 6pm cut off point for print and mail
• Intelligent communications software

Benefits

• MICOM helps clients reduce postal cost increases
• One platform integrates printed & mail, email, SMS.
• Encrypted email, OTP portal access, and document‑level access control
• Supports API, SFTP, and web‑based submission methods
• Reduced Costs & Better Budget Control
• Greater User Control & Independence
• Future‑Ready Enhancements (AI, RCS, Advanced Messaging)
• Enhanced Customer Experience & Engagement

• 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 sales@micom.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

313053830875931

Contact

Cavan Shepherd
0333 090 5394
sales@micom.com

About your service

• Service categories:

  Applications

  Customer relationship management

  • Marketing campaign management
  • Customer service
  • Contact centre
• Multi cloud support: Yes

Service scope

• Software add-on or extension: Yes
• What software services is the service an extension to: Our technology can be an extension to any system which produces a outbound communication.
• Cloud deployment model: Private cloud
• Service constraints: No service constraints
• System requirements: N/A

User support

• Email or online ticketing support: Yes
• Support response times: Within 2 hours of recipient. Weekend enquiries will be responded to on the following working day.
• 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: No
• Support levels: MICOM provide support over remote channels free of charge, if on site support is needed in relation to MICOM services we will charge a day rate of £750.
• Support available to third parties: No

Onboarding and offboarding

• Getting started: We provide onsite training, online training and provider user documentation.
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: We don't hold onto any client data, all data is purged after 30 days of receipt.
• End-of-contract process: At the end of the contract a final invoice will be produced for the previous weeks activity.
• Documentation accessibility standard: None or don’t know
• How the documentation is accessible: Onboarding and off boarding documentation is available from our support and onboarding team.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
• Application to install: Yes
• Compatible operating systems: Windows
• Designed for use on mobile devices: No
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: MICOM provides a web portal to allow users to send/view/delete customer communications and request reporting.
• Accessibility standards: None or don’t know
• Description of accessibility: Accessible via our online portal.
• Accessibility testing: Testing is done prior to any software release.
• API: Yes
• What users can and can't do using the API: Users can set new users, request changes to communication out put profiles, request reporting status's
• API documentation: Yes
• API documentation formats: Open API (also known as Swagger)
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Communication configuration requirements can be customised based upon recipients behaviours.

Scaling

• Independence of resources: MICOM's technology is hosted in AWS with flexible server space available, in terms of operational we operate a forecast driven scheduling process with sustainable headroom and channel/class separation along with queue management technology.

Analytics

• Service usage metrics: Yes
• Metrics types: MICOM provide volume usage metrics which includes the number of messages and via what channel.
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request
• Resource tagging: Yes
• FOCUS resource tagging: No

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: 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: No
• Datacentre security standards: Complies with a recognised standard (for example CSA CCM version 4.0)
• Penetration testing frequency: At least every 6 months
• Penetration testing approach: Another external penetration testing organisation
• Protecting data at rest:
  • Physical access control, complying with CSA CCM v4.0
  • Physical access control, complying with SSAE-18 / ISAE 3402
• Data sanitisation process: Yes
• Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v4.0, CAS (Sanitisation) or ISO/IEC 27001
• Data sanitisation type:
  • Data Erasure
  • Explicit overwriting of storage before reallocation / Secure Erase
  • Physical Destruction / Hardware containing data is completely destroyed

Data importing and exporting

• Data export approach: Users can export data either via our support team or by logging into the portal or SFTP.
• 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
  • 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: 99% uptime
• Approach to resilience: This information is available on request.
• Outage reporting: Email alerts

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • Username or password
• Access restrictions in management interfaces and support channels: SourcesProvide your feedback on BizChatYou said: 100 word maxCopilot said: CopilotMICOM restricts access to management interfaces and support channels through Micom Identities, issued only after an approved account application. Each identity requires a unique username and password, and users are fully responsible for safeguarding their credentials. Access to all interfaces—including the web portal, Print Driver, API, Autolink and SFTP—requires authenticated Micom Identities, ensuring only authorised users can interact with operational or support systems. Administrators may create additional identities for team members but must manage and secure them to prevent misuse.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • Username or password

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: User-defined
• Access to supplier activity audit information: You control when users can access audit information
• How long supplier audit data is stored for: User-defined
• How long system logs are stored for: Between 1 month and 6 months

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; Business Continuity & Disaster Recovery; Cyber Security Controls; Observability, Monitoring & Operational Security; Secure Integration & Data Handling
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Configuration of change and management approach, this is line with our ISO 9001 accreditation in line with recognised standards. We use a leading ticketing system, JIRA, in house to track and store any configuration changes.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: MICOM explicitly embeds regular vulnerability assessments and pentests as part of its secure system design principles.; This includes ongoing assessment of application, infrastructure, and cloud‑hosted components. MICOM maintains a formal Patch Management Policy and commits to rapid remediation of identified issues. Deploying patches within 48 hours if needed. Ensuring vulnerabilities are closed quickly and consistently. MICOM uses an ISO‑27001‑aligned control framework, including:; ; Change management; Anti‑virus; Audit logging; Firewall management; Secure configuration and development; These controls feed directly into preventing, detecting, and mitigating vulnerabilities.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: MICOM follows a wide range of ISO 27001:2022 controls.; These include monitoring controls such as:; Firewall management ; Network management ; Access control monitoring ; Audit logging & log review ; Anti‑virus & malware monitoring ; Secure configuration & change control ; Patch management monitoring ; Azure Monitor, Microsoft Sentinel, and 3rd‑party SIEM tools automatically detect anomalies, service degradation, security alerts, and abnormal behaviour across cloud resources such as Cosmos DB, APIM, VMs, network services.; MICOM activates its incident response team immediately upon detecting a serious threat, such as ransomware or suspicious supplier updates.; Response time from 2 hours to 48 hours depended on the severity.
• Incident management type: Supplier-defined controls
• Incident management approach: MICOM operates pre‑defined incident management processes aligned with ISO‑27001 and ISO‑22301. Common events such as ransomware, phishing, supplier compromise, DDoS, and cloud‑misconfiguration incidents follow established playbooks, with immediate CIRT activation and clear containment, communication, and recovery steps. Users report incidents via service desk channels, monitored 24/7 through Azure Monitor, Sentinel, SIEM, and internal reporting protocols. MICOM provides incident reports through structured evidence preservation, audit logs, and documented post‑incident reviews, including communication summaries, containment actions, and lessons learned.
• Post-quantum cryptography secure: No

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 v4.0)

Public sector networks

• Connection to public sector networks: No

Pricing

• Discount for educational organisations: Yes
• Free trial available: Yes
• Description of free trial: We will provide access to our Comms App to allow communications to be sent, freeze licence fees until POC has concluded. Cost to send the communications is excluded. The access can be provided for up to 4 weeks.

Discount percentage by annual call-off contract value (excluding VAT)

• Less than £250,000: 5%
• Between £250,000 and £500,000: 7%
• Between £500,001 and £1,000,000: 9%
• Between £1,000,001 and £2,500,000: 11%
• Between £2,500,001 and £5,000,000: 15%
• Over £5,000,001: 19%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: The Schemes Manager
• ISO/IEC 27001 accreditation date: Monday 8 November 2021
• What the ISO/IEC 27001 doesn’t cover: N/A
• ISO 28000:2022 certification: No
• ISO 9001 certification: Yes
• Who accredited the ISO 9001 certification: The Schemes Manager
• ISO 9001 accreditation date: Thursday 31 March 2022
• What the ISO 9001 doesn’t cover: N/A
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: No
• Cyber Essentials Alternative: In relation to the services you do not have a current and valid Cyber Essentials certificate which has been awarded by one of the government approved Cyber Essentials accreditation bodies but you are working towards gaining it, and will be in a position to confirm that you have been awarded a current and valid Cyber Essentials certificate by one of the government approved accreditation bodies within 12 months of the date of award.
• Cyber essentials plus: No
• Cyber Essentials Alternative: In relation to the services you do not have a current and valid Cyber Essentials Plus certificate which has been awarded by one of the government approved Cyber Essentials accreditation bodies but you are working towards gaining it, and will be in a position to confirm that you have been awarded a current and valid Cyber Essentials Plus certificate by one of the government approved accreditation bodies within 12 months of the date of award.
• Other security certifications: No

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
    • 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
    • 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, address their physical wellbeing
    • Activities that support an environment where staff are educated about and feel empowered to report and address bullying and harassment
    • 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
    • Monitoring and reporting of gender and ethnicity pay gaps and plans to address them where necessary
    • 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
    • Plans for an appropriate income replacement policy for staff who are required to spend time away from work to care for a sick dependent or close relative
    • 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
    • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications
    • 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
    • Outline policies and practices to be applied to or put in place for the contract to mitigate and manage modern slavery risks, including: Pre-employment checks, recruitment practices. Workplace conditions, safeguarding plans and processes in place and regular monitoring with relevant groups considered, which may include sampling
    • How these flow down the supply chain and are monitored Illustrative examples include reporting, site visits, audits, etc.
    • How to ensure business decisions re: price/cost, short lead times, payment timescales do not create modern slavery risks in the supply chain
    • How the supplier will work with NGOs, trade unions or other businesses to address modern slavery risk
    • Means of influencing staff, suppliers, customers, communities and/or any other appropriate stakeholders with respect to modern slavery risks relating to the contract

  • 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.

    • Understanding of employment and relevant skills issues, and of the education and training issues relating to the contract. Illustrative examples: demographics, skills shortages, new opportunities in high growth sectors, geographic/local community and skills/employment challenges
    • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications

  • 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
    • Ensuring accessibility to contracting and subcontracting opportunities for disabled business owners and employees
    • Structuring of the supply chain selection process to ensure fairness (e.g. anti-corruption) and encourages participation by a diverse range of businesses, including with regard to new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutual
    • Plans for positive actions with community groups.
    • Plans to respond flexibly and adapt approaches to community engagement and initiatives
    • Support for community-led initiatives relevant to the contract. Illustrative examples: improving transport links; reducing loneliness; helping with English language proficiency; and facilitating social mixing among people with different backgrounds

  • 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
    • 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

    • Creation of employment opportunities particularly for those who face barriers to employment, such as prison leavers, care leavers and/or who are located in deprived areas, and for people in industries with known skills shortages or in high growth sectors
    • 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
    • Working conditions which promote an inclusive working environment and promote retention and progression
    • 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: 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 7: Creating a pipeline of opportunities: For the contract workforce, reducing barriers to entry for under-represented groups.

    • Other measures to offer development opportunities for the target cohort(s) in the contract workforce
    • Understanding of issues relating to entering 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

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