Intercity Technology Limited

Digital Voice

Intercity’s Digital Voice platform delivers feature-rich VoIP solutions which is a cost effective, scalable phone system with mobility and collaboration features. Access advanced call management, voicemail, and integration capabilities. It enhances communication, productivity, and customer service with reliable, cloud-based voice solutions ideal for businesses of all sizes.

Features

• Inbound/outbound dialling with custom CLI presentation per call
• Importing, sharing & managing contacts
• Out of Hours call routing
• Voicemail
• Call control; call divert, call waiting, call hold, call transfer
• Call Activity Analytics
• New number or single number porting
• Handset, mobile app, desktop app
• End User and administrator portals
• Email notifications

Benefits

• Scalable - removes the need for complex infrastructure upgrades
• Cost efficiency utilising pay as you go model
• Enhanced collaboration with other features (instant messaging, video conferencing)
• Quick deployment; benefit from the service in no time
• Control; call analytics for data based service customisation
• Outstanding out-of-hours experience; using per day availability profiles
• Appear local; customise outbound CLI to appeal to customers
• Better answering; dedicated numbers for different functions, answer accordingly
• Seamless transition; keep existing landline number
• Better customer expectation; set different messages for Voicemail and OOH

£6.00 a user a 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 tenders@intercity.technology. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

328417253721001

Contact

Elise Sheridon
0330 332 7933
tenders@intercity.technology

Service scope

• Software add-on or extension: No
• Cloud deployment model: Public cloud
• Service constraints: * Service support is available 09:00 to 17:30 Monday to Friday.; * Only single line DDIs can be ported to the service.; * Specific Poly and Yealink handsets supported.
• System requirements:
  • Most recent version of Windows desktop 10
  • Most recent version of Mac macOS Catalina
  • Microsoft Edge on Windows 10 (88.0.705.81)
  • Google Chrome on Windows 10 (88.0.4324.190)
  • Google Chrome on Mac OS (88.0.4324.192)

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Response times are determined by the Incident Priority where P1 is Urgent, P2 is High, P3 is Medium and P4 is Low.; ; P1 - 9am to 5:30pm - Mon to Fri, response time 30 minutes, resolution target 5 clock hours; P2 - 9am to 5:30pm - Mon to Fri, response time 1 hour, resolution target 9 clock hours; P3 - 9am to 5:30pm - Mon to Fri, response time 8 hours, resolution target 5 business days; P4 - 9am to 5:30pm - Mon to Fri, response time 24 hours, resolution target next release of platform
• 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: Intercity support incorporates three tiers with tier 3 being the most technically advanced. The support tier engaged on an issue is determined by the resolution complexity of the incident.; ; Intercity does not charge different amounts for different support levels.; ; Intercity account managers have access to technical resources and can engage engineering resource when required.
• Support available to third parties: No

Onboarding and offboarding

• Getting started: We provide a service handbook, which includes all the information that users need about using the service. We can also, on request provide remote or F2F training to both Administrators and End Users, there is also an extensive on-line Knowledge Base accessible by all users.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: In this context a user's data is their phone numbers applied to their Telephony Service. Before the contract ends, if the user wishes to retain their phone numbers, they must place a number porting request with their new service provider. The new service provider will then contact us to arrange the number port. If the user does not wish to retain their phone numbers, after the contract has ended, we will remove them from the SIP Trunking service and put them into quarantine for 3 months. All "Platform Data" is deleted when the specific service is terminated.
• End-of-contract process: The user notifies us that they wish to leave. If they need to keep the phone numbers applied to their service, they submit a number porting request to their new service provider, who will liaise with us to arrange the number port. Ceasing the service entails us disabling the SIP Trunk, at which point it can no longer be used to make or receive any calls. Termination charges apply only if the user wishes to leave before the end of the contract term and comprise the sum of the recurring charges for the remainder of the contract term.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Chrome
• 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: The desktop client, mobile app and web browser have equivalent functionality. The physical handset does not support control of; importing, sharing & managing contacts, call diverts, out of hours, call transfer and call barring.
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: The service has an End User and Administrator interface. The End User has access to their own; dialpad, contacts, presence control, device management, email notification control, call control and analytics.; ; Administrators have all the above plus the ability to add and configure new users, number management, block numbers and apply global settings such as hold music.
• Accessibility standards: None or don’t know
• Description of accessibility: Standard web-browser/app access with standard accessibility options associated with those web-browsers/apps.
• Accessibility testing: Interface testing underway at present
• API: No
• Customisation available: No

Scaling

• Independence of resources: A monthly Capacity Planning Forum is undertaken whereby the utilisation of every network component is reviewed against planning rules and sales forecast to ensure that there is sufficient capacity and overhead to manage our customer's requirements. Additionally there is a weekly planning review on capacity management adjustments. Each customer's resource requirements are taken into account and sufficient network is allocated to them. We also manage our network to spread traffic during very busy periods.

Analytics

• Service usage metrics: Yes
• Metrics types: Real time call summary by day, week, month showing total, inbound, outbound & missed calls. Call summary by user (inbound, outbound, missed), total call duration, average call duration and time to answer. Call summary by number and custom report.
• Reporting types:
  • Regular reports
  • Reports on request

Resellers

• Supplier type: Reseller providing extra support
• Organisation whose services are being resold: Gamma PhoneLine+

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
• 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: ‘IT Health Check’ performed by a Tigerscheme qualified provider or a CREST-approved 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: No data export available.
• Data export formats: Other
• Other data export formats: N/A
• Data import formats: Other
• Other data import formats: N/A

Data-in-transit protection

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

Availability and resilience

• Guaranteed availability: Service Availability is defined as the ability of a Service to perform its required; function over a stated period of time. It is reported as the percentage of time that; a Service is available for use by the Customer within agreed Service Hours. ; ; Availability is calculated as ((total number of mins in measurement period - Unplanned downtime)/total number of minutes in measurement period) x 100.; ; Availability for Digital Voice measured over 1 Month is 99.90%
• Approach to resilience: ISO 22301:2012 Business Continuity Management accreditation. As this information is sensitive, further specific information is available on request.
• Outage reporting: The Intercity Secure Operations Centre support team will alert the customer to any service outages by email.

Identity and authentication

• User authentication needed: Yes
• User authentication: Username or password
• Access restrictions in management interfaces and support channels: Customer administrators can set permissions for other users to give them access to certain areas of the portal. They are able to restrict access to certain areas of the management and support interfaces.
• Access restriction testing frequency: Less than 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: Yes
• Who accredited the ISO/IEC 27001: Alcumus ISOQAR
• ISO/IEC 27001 accreditation date: 11/02/2022
• What the ISO/IEC 27001 doesn’t cover: All parts of the service is covered
• 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: Yes
• Security governance standards: ISO/IEC 27001
• Information security policies and processes: Intercitys Head of Governance and Assurance reports directly into the Board and is responsible for managing Intercity's fully integrated management system with includes ISMS, QMS, BCM, SMS and EMS. Intercity is committed to ensure the Confidentiality, Integrity and Availability of all systems and the data that resides within them. Core to the principles is compliance to ISO27001 which provides a sound basis for our security policies and managing risk to information assets. A schedule of both internal and external audits is in place along with a program of continual improvement to ensure policies are appropriate to the requirement and that policies, processes and work instructions are being followed. Key objectives and KPIs are tracked and monitored which are relevant to policy performance. Policies which make up our ISMS include: Information Security Policy; Information Security Employee Handbook; Physical and Environmental Security Policy; Information Security Incident Management Policy; Data Protection Policy; Access Control Policy; Computer Disposal Policy and Controlled Waste; Information Classification & Control Procedure; Cryptography Policy; Emergency Preparedness and Response Policy; Virus Protection Policy; Internet Usage Policy; Mobile Computing & Teleworking Policy; Company Asset Usage Policy; Whistleblowing Policy.

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 uses 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 accpetable level of risk.; ; Each patch is assessed and deployed according to:; High - Urgently; Medium - ASAP; Low - As time permits; ; Gamma utilises many Vendor sources and industry RSS feeds, CERT, Ubuntu and Debian. Member of CiSP.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Gamma utilises 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. Iincidents are responded to in as close to real time as practicable.
• 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: Incident management follows an ITIL Process and is included within our scope of ISO27001 & ISO2000:1 certification. The incident management lifecycle is delivered using our own service management system. Our in-house developed monitoring system (ServiceAlert®) integrates into our middleware automation platform and our ticketing system to process and filter data to ensure accurate fault reporting and service health, and effective management of the service. Customers receive status information at regular, predefined intervals based upon incident priority. If the customer takes a managed service from us, they receive automated monthly activity reports containing service performance data.

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

• Social Value:

  Social Value

  Fighting climate change

  Fighting climate change

  We are committed to reducing our environmental impact and continually improving our environmental performance as an integral and fundamental part of our business strategy and operating methods. ; ; Our policy is to: ; ; • Support and comply with or exceed the requirements of current environmental legislation and codes of practice. ; • Minimise our waste and reuse or recycle as much of it as possible. ; • Minimise energy and water usage in our buildings, vehicles, and processes to conserve supplies, and minimise our consumption of natural resources, especially where they are non-renewable. ; • Apply the principles of continuous improvement in respect of air, water, noise, and light pollution from our premises and reduce any impacts from our operations on the environment and local community. ; • As far as possible purchase products and services that do the least damage to the environment and encourage others to do the same. ; • Assess the environmental impact of any new processes or products we intend to introduce in advance. ; ; We’re certified to ISO140001:2015 and a member of two Corporate Social Responsibility (CSR) initiatives - Global Compact and Eco Vadis.; ; • The EcoVadis sustainability assessment methodology evaluates how well a company has integrated the principles of Sustainability/CSR into their business and management system. ; • The methodology is built on international sustainability standards, including the Global Reporting Initiative, the United Nations Global Compact, and the ISO 26000, covering 200 spend categories and 160+ countries. ; • The Sustainability Scorecard illustrates performance across 21 indicators in four themes: Environment, Labour and Human Rights, Ethics, and Sustainable Procurement. ; • Intercity Technology’s current EcoVadis score for 2022 – 2023 is 81% (up from 68% in previous years). ; • We have been awarded by EcoVadis a platinum medal in recognition of our sustainability achievement for our score which is in the top 1%.

Pricing

• Price: £6.00 a user a month
• Discount for educational organisations: No
• Free trial available: No

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 tenders@intercity.technology. Tell them what format you need. It will help if you say what assistive technology you use.