Intercity Technology Limited

SIP Trunking

SIP Trunking enables reliable, cost-effective voice communication over IP networks. It connects PBX systems to the cloud for SIP-based calling. Customers benefit from scalability, flexibility, and global reach. Streamlining communications with advanced features like number portability and virtual phone numbers. Ideal for businesses optimising voice services with cloud technology.

Features

• Calling Line Identification Presentation/Restriction & Presentation Number
• Fraud Management
• CLI Flexibility (Type V Presentation Number)
• Fax, Modem & DTMF
• Emergency Calls
• Short Code Calls

Benefits

• Reduce expenditure on ISDN by converging voice & data
• Enable migration from legacy phone systems to IP PBXs
• Flexible location, with phone numbers in the cloud
• Increased security through anti-fraud measures
• Prepare for ISDN stop-sell (starting at Salisbury in Dec 2020)
• Prepare for Wholesale Line Rental withdrawal (Dec 2025)
• Helpdesk, 24 hours, 7 days a week
• In-house Project Management team - APMP qualified
• Predictable spend. No hidden extras or Capital Expenditure
• ISO27001:Information Security Management Accredited

£7.97 a unit 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

385533964646616

Contact

Elise Sheridon
0330 332 7933
tenders@intercity.technology

Service scope

• Software add-on or extension: No
• Cloud deployment model: Public cloud
• Service constraints: SIP Trunking is used typically with devices which require mains power, such as routers, POE switches and IP-enabled PBXs. Unless these devices are protected with an uninterruptible power supply, end users should be advised to retain access to alternative means of making emergency calls.; ; Some legacy devices do not work well, if at all over SIP Trunks. Fax over VoIP can work, but when it does not, there is no technical solution. Devices which include modems, such as alarms, PDQ machines and alarms will not work.
• System requirements: IP PBX with SIP licences, typically 1 licence per channel

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Support available 24x7x365 via our Network-Operations-Centre. Emails have a 2 hour response target. ; ; For high severity incidents escalation by telephone is advised to customers, Calls answered by a human in 30 seconds (PCA30). ; ; Customer portal uses prioritisation system determining 'First-Response-SLA', 'Update-SLA' and 'Resolution-SLA' times targeted. ; ; P1 (highest priority/most severe/service down') have 30 minute 'First-Response-SLA' target, hourly updates (Update-SLA) and a target resolution of 4 hours for service restoration (Resolution-SLA). ; ; Ticket Priorities are graded 1 to 4 - (TicketPriority/First-Response-SLA/Resolution-SLA); ; P1-30minutes-4hour ; P2-60minutes-8hour ; P3-2hour-24hour ; P4-4hour-48hour ; ; Portal can support 'manual' accessibility via web-coding interface
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: None or don’t know
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: No
• Onsite support: No
• Support levels: Support hours are 24x7x365. ; ; Support is included within the service and is provided by our 24x7x365 Network operations centre, providing end-to-end service support; ; * Engineering Tiers 1 and 2 are provided 24x7x365; * Engineering Tier 3 provided 7am - 7pm, Monday - Friday (Extended Business Hours); * Engineering Tier 4 (Operations Specialist) provided 9:00am - 5:30pm, Monday-Friday.; * Tiers 3 and 4 provide 'Out-of-Hours' support escalations via an on-call rota; ; Full vendor/manufacturer support is in place for platform/infrastructure issues to ensure service availability ; ; Support tickets are prioritised using the following scale: ; ; * P1 - critical; * P2 - major; * P3 - minor; * P4 - notable; ; Our SLA depends on the incident priority as follows: ; ; * P1 - 4 hours ; * P2 - 8 hours ; * P3 - 24 hours ; * P4 - 48 hours ; ; Our account managers are supported by a technical pre-sales team. For services which use two or more separate SIP endpoints, e.g. active/standby or N+1 load balancing and/or complex number porting requirements, we engage with our supplier to assist with solution design and implementation.
• 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:
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
• Application to install: No
• Designed for use on mobile devices: No
• Service interface: No
• User support accessibility: None or don’t know
• API: No
• Customisation available: Yes
• Description of customisation: The design of the SIP service can be configured and customised for various designs (Active / Standby, Loadshare, Resilient+, Enhanced). Customer confirms design option during project kick off and then built by Intercity.; ; The number of concurrent call channels required (subject to minimum number) can be customised subject to sufficient data bandwidth being available.; ; Whether existing customer DDI numbers are ported from other services. Determined by administrators.; ; Whether new DDI numbers are required for the service. These can be added by administrators of the service.; ; If individual call control is required per DDI this can be achieved through a web based customer portal using SIP Trunk Call Manager.; Where the option is taken, customer administrators can manage SIP Trunk Call Manager, a feature-rich, centralised inbound call management service via an easy-to-use web portal and App. The following are customisable:; ; Call Queuing Day; Time of Day Routing; Hunt Group; Voice Mail; Date Routing; Increased resilience; Announcement; Auto attendant; Set user access individually; Divert (on busy, on no reply, on failure); Access to full call statistics; Advanced Statistics

Scaling

• Independence of resources: Each user is assigned a SIP Trunk hosted on one or more session border controllers (SBCs) in our supplier's core network. We rely on our supplier to ensure that their SBC capacity is sufficient. SIP traffic may traverse the public Internet, in which case it will be competing for shared resource. We cannot therefore guarantee that users' traffic will never be affected by extremely heavy traffic loads, such as mass-calling events.

Analytics

• Service usage metrics: Yes
• Metrics types: SIP Trunk Call Manager service provides a range of on line call reporting on a per number basis. Full summary reports are provided; how many calls are getting through, where are my customers located, what are my call trends, when are my busy times. Detailed call analysis is available via the advanced statistics package.
• Reporting types:
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

• Supplier type: Reseller providing extra support
• Organisation whose services are being resold: Gamma Telecom Ltd.

Staff security

• Staff security clearance: Other security clearance
• 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
• User control over data storage and processing locations: No
• Datacentre security standards: Supplier-defined controls
• Penetration testing frequency: At least once a year
• Penetration testing approach: ‘IT Health Check’ performed by a CHECK service provider
• Protecting data at rest: Physical access control, complying with another standard
• Data sanitisation process: Yes
• Data sanitisation type:
  • Explicit overwriting of storage before reallocation
  • Deleted data can’t be directly accessed
• Equipment disposal approach: A third-party destruction service

Data importing and exporting

• Data export approach: Our Web Portal allows users access to their associated number ranges. Typically users will extract their applicable data in Excel or CSV format.
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • Excel
  • PDF
• Data import formats:
  • CSV
  • Other
• Other data import formats: Excel

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • Private network or public sector network
  • Bonded fibre optic connections
  • Other
• Other protection between networks: A SIP Trunk provides a secure, private connection between the user's IP-enabled PBX and our supplier's session border controller(s).
• Data protection within supplier network: Other
• Other protection within supplier network: If we are providing the managed data connection between the user's site and the local exchange, we deploy a router/firewall at the user's premise.

Availability and resilience

• Guaranteed availability: Service levels vary based on contracted criteria. Service levels include contracted availability.
• Approach to resilience: Supplier holds ISO 22301 Business Continuity Management accreditation. As this information is sensitive, further specific information is available on request.
• Outage reporting: The service is monitored 24x7x365 and any outages are recorded and investigated. Any service outages (planned or otherwise) are reported to affected users by email and/or telephone.

Identity and authentication

• User authentication needed: Yes
• User authentication: Username or password
• Access restrictions in management interfaces and support channels: All management interfaces are isolated on dedicated equipment and accessible only from a secure operations centre. All support activity is also isolated to the operations centre.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • Dedicated link (for example VPN)
  • Username or 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: Less than 1 month

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: ISOQAR Limited
• ISO/IEC 27001 accreditation date: May 2019
• What the ISO/IEC 27001 doesn’t cover: There are no exclusions to Intercity's ISO27001 certification.
• 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: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Configuration and change management approach: Configuration and Change Management is in accordance with and ITIL process and are included with the scope of our ISO27001 - Information Security and ISO20000-1 - Service Management certification.; ; This embeds a security impact assessment across all potential changes to the design of a service to ensure customer data and assets are protected, and any changes that are approved by the Change Advisory Board, and implemented by our operational support teams do not introduce security risk or vulnerability into the service
• Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Vulnerability management approach: Vulnerability Management and Patch Management Policy's are included within the scope of ISO27001 certification and ensure compliance.; ; We have automated notifications from key vendors for security vulnerability alerts. ; ; Notifications are assessed by our 24/7/365 Secure Operations Centre (ISOC). If considered high risk are reviewed by an Operations Specialist. If the risk category is agreed then the risk will be addressed via an Emergency Change including communication to affected customers. Target SLA is 4 hours; ; If graded as a low risk, a normal maintenance window will be agreed and planned. These are flexibly scheduled around customer requirements.
• Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Protective monitoring approach: Protective monitoring is in accordance with ISO27001 certification; ; Our Cloud Security product provides content-level inspection, bringing intelligence to detect, log and quarantine known and zero-day attacks, as well as providing traditional next-generation firewall protection (ports/protocols/IP addresses); ; The service is fully monitored, and managed by our UK-Based 24x7x365 Secure Operations Centre, (ISOC). The ISOC, which is also responsible for managing life-critical health and transport public safety systems, operates in accordance with ITIL best practice. ; ; All security incidents have a P1 priority which has a 30 minute response, and 4hour target fix.
• 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: No

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: £7.97 a unit 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.