HIGHLAND NETWORK LIMITED

Hosted Telephony / VOIP

A phone system with endless flexibility.
Cost-effective, scalable, and flexible, cloud telephony is enhancing the way that businesses communicate.

ISDN will be switched off by 2025, Hosted Phone Solutions are now becoming the system of choice, providing businesses with an integrated communications functionality needed for today and the future.

Features

• Manage everything in one simple-to-use online interface
• Easily scale across multiple locations as your business grows.
• Quick and easy to setup anywhere with an internet connection
• Make and receive calls as if in the office
• Record calls in a secure and compliant manner.
• CRM integration, click to dial, screen pop ups and presence
• Detailed reporting, real time call statistics at any time.
• Set up virtual numbers from any local area code.
• Disaster Recovery always ready for when those what if moments
• Auto Attendant Remove any need for manual call handling.

Benefits

• An adaptable contract – flexible as your business evolves.
• A simple solution perfect for multi-site organisations.
• Detailed billing and call stats available 24/7 online.
• The latest security and anti-fraud technology.
• Cost Effective and inclusive call bundles
• Keep existing numbers or choose new ones
• Collaboration and Presence
• Microsoft Teams Integration
• Lap Top/ Desk top Clients

£6 to £25 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 debbiecarroll@highnet.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 13

Service ID

314957874967075

Contact

Debbie Carroll
07909201807
debbiecarroll@highnet.com

Service scope

• Software add-on or extension: No
• Cloud deployment model:
  • Public cloud
  • Private cloud
  • Community cloud
  • Hybrid cloud
• Service constraints: Internet Connection is required per site
• System requirements: None

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: 4 hour response
• 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: No
• Onsite support: Onsite support
• Support levels: First and Second Line support is internal, Third line is supplier; Support cost is included in the license solution price; technical desk support and field engineers
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: We send engineers to site for the onboarding day and provide on site user training as pre agreed with buyers. We also re-visit withing 2 weeks to assist with more training.; We also provide online videos and user handouts
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: By request - buyers/Users can for example downlaod call recordings in advance of switch off, or we can provide after. ; No other data kept, user ddi/ phone numbers are the buyers so they can port them to another provider using LOAs
• End-of-contract process: On the agreed date of switch off the User names and passwords are disabled and the customer will have no further service. There is no cost to end the contract as licenses are normally on monthly billing once the initial term of contract expires. ; Any final billing, unpaid bills will be processed as BAU

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
• 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: Similar experience and layout
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: Bill
• Accessibility standards: None or don’t know
• Description of accessibility: Bill
• Accessibility testing: Fully tested
• API: No
• Customisation available: No

Scaling

• Independence of resources: Users have their own licenses, user name and password access. The user's organisation is then responsible for ensuring adequate internet bandwidth is available from the site to achieve the maximum number of concurrent calls. HighNet as an ISP manages its own network and will discuss with Buyers any recommendations.; Where we interconnect to suppliers, we manage the head room of concurrent calls and always maintain 50% extra capacity on the core and 20% on specific applications

Analytics

• Service usage metrics: Yes
• Metrics types: There are multiple options for reporting to be built into the cloud solution including call centre level functionality and reporting
• 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: GammaHorizon, LG Cloud, Xelion, MS Teams

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: Up to Security Clearance (SC)

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations:
  • United Kingdom
  • European Economic Area (EEA)
• User control over data storage and processing locations: Yes
• Datacentre security standards: Managed by a third party
• Penetration testing frequency: At least once a year
• Penetration testing approach: Another external penetration testing organisation
• Protecting data at rest: Encryption of all physical media
• Data sanitisation process: No
• Equipment disposal approach: A third-party destruction service

Data importing and exporting

• Data export approach: There is no data to export outside of the reporting functionality (mentioned elsewhere)
• 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
  • IPsec or TLS VPN gateway
  • Legacy SSL and TLS (under version 1.2)
• Data protection within supplier network: IPsec or TLS VPN gateway

Availability and resilience

• Guaranteed availability: If HighNet miss the SLA we will prorate the monthly fee by time duration of loss of service; ; Priority 1 Priority 2 Priority 3; Fault Type SLA Fault Type SLA Fault Type SLA; Major fault Configuration changes Hardware ; 4 hours 1 working day faults (handset, switch, router) ; ; Next working day
• Approach to resilience: We are an ISP and have duel network feeds into the suppliers network for resilience.; Equally each user can have DR built into their solution, i.e. fail over to mobile if the desk phone fails.
• Outage reporting: A user will see the service go down and be unable to use it. There is no alert of a pending outage (Unless planned maintenance); ; Our Support team can see outages on their supplier portal and will proactively contact the end user

Identity and authentication

• User authentication needed: Yes
• User authentication: Username or password
• Access restrictions in management interfaces and support channels: Access to these is by seperate user names and passwords for higher lever managers
• Access restriction testing frequency: At least once a year
• 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: No
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: No

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: No
• Security governance approach: Based on ISO2007 standards, documented internal document alongside Cyber Essentials Plus
• Information security policies and processes: Cyber Essentials Plus. ; All security and processes are the responsibility of the Director of Compliance and Risk Management. They are charged with maintaining compliance at all times and require annual board approval

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: Licenses and the cloud voice service are supplier managed and as such we are served notice of any configuration or change management required. HighNet track the lifetime licenses and ensure security of any releases and give due notice to customers of any changes to service.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Supplier defined. All is wrapped into the license cost and the support we get from suppliers.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Supplier defined, if a customer calls our support line with an potential compromise, we carry first line and supplier second line support for immediate response and resolution
• 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: Internally HighNet have pre- defined processes for incident management. In this scenario of a cloud service users report incidents to our support team who ticket the case to resolution.; Customer can ask for incident reports usually outage/ root cause analysis work and this will be provided in writing

Secure development

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

Public sector networks

• Connection to public sector networks: No

Social Value

• Fighting climate change:

  Fighting climate change

  Optional On Request
• Covid-19 recovery:

  Covid-19 recovery

  Optional on Request
• Tackling economic inequality:

  Tackling economic inequality

  Optional on request
• Equal opportunity:

  Equal opportunity

  Optional on request
• Wellbeing:

  Wellbeing

  Optional on request

Pricing

• Price: £6 to £25 a licence a month
• Discount for educational organisations: Yes
• Free trial available: Yes
• Description of free trial: We offer 30 day trials free on licenses up to 5 licenses; these are full licenses - full function
• Link to free trial: N/A

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