ACRONYMS LTD

Acronyms 3CX VoIP Phone System Hosting

3CX Partner offering the 3CX Phone System and communications management suite (software-based PBX for Windows). Works with SIP standard-based IP Phones, SIP trunks and VoIP Gateways. Our 3CX advanced certified support engineers will provide support for your 3CX phone system for Windows.

Features

• Helpdesk support (8:00 am to 6:30 pm Monday to Friday).
• Out of hours and onsite support available.
• Native Android and iOS VoIP apps continuously updated and tested
• VoIP softphone and smartphone apps.
• Powerful real-time customisable switchboard function.

Benefits

• Support access through various channels including out of hours support.
• Reliable service, aligned to industry best practice (ITIL/ISO 27001/Cyber Essentials).
• Dedicated key point of contact in your Account Manager.
• Fast Resolution, fast first-time fix.

£5 to £50 a unit

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 daves@acronyms.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

386101114115461

Contact

Dave Smith
01752606553
daves@acronyms.co.uk

Service scope

• Service constraints: Planned maintenance for core SaaS product.; Relieable Internet connection required for clients.
• System requirements:
  • Software license model, requires PC, or desktop.
  • Relieable Internet Connection required

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Standard SLA is 4 hours for a regular with enhancements for more serious issues. Weekends are covered by oncall engineers with immediate escalation if deemed required.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.1 A
• 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: Basic Monitoring Service: Offers 24/7 network and system monitoring, alerting your IT team to irregularities. Direct resolution may incur additional fees. Remote IT Support: Enhances the Basic Monitoring with remote troubleshooting and resolution during business hours. Onsite support is available on request for an extra charge. Comprehensive Managed IT Services: This all-inclusive package provides extensive IT operations management, including backup, antivirus, and patch management, with necessary onsite support and strategic IT planning. On-Demand IT Support: Ideal for businesses needing occasional expert IT assistance or project management without a continuous commitment. Custom IT Solutions: Adaptable plans that combine elements of our services or add specific offerings like cloud management or compliance support to meet unique business needs.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Acronyms provide full setup and configuration. We can then support the implementation or assit onsite staff to administer the solution.; ; Training will be given in written form or delivered on an agreed basis.
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: Full export of data from the PBX will be given if required.
• End-of-contract process: Handover to a third party via a backup of the system if moving supplier.

Using the service

• Web browser interface: Yes
• Using the web interface: Users can access the PBX Dashboard with appropiate rights.; All systems are via a URL. ; Full Administration can be provided or delegated to Onsite Teams if required.
• Web interface accessibility standard: WCAG 2.1 A
• Web interface accessibility testing: 3CX have developed and tested the web interface through the years to comply with accessability.
• API: No
• Command line interface: No

Scaling

• Scaling available: Yes
• Scaling type: Manual
• Independence of resources: All systems are on individual Servers within hosted environment
• Usage notifications: Yes
• Usage reporting:
  • Email
  • Other
• Other usage reporting: Support Desk will manage limits and act accordingly.

Analytics

• Infrastructure or application metrics: Yes
• Metrics types: Other
• Other metrics: Full call logging and tracing
• Reporting types:
  • Real-time dashboards
  • Reports on request

Resellers

• Supplier type: Reseller providing extra features and support
• Organisation whose services are being resold: 3CX

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: Yes
• Datacentre security standards: Managed by a third party
• Penetration testing frequency: At least once a year
• Penetration testing approach: In-house
• Protecting data at rest: Encryption of all physical media
• Data sanitisation process: No
• Equipment disposal approach: A third-party destruction service

Backup and recovery

• Backup and recovery: Yes
• What’s backed up: Acronyms Cloud Backup Services
• Backup controls: 3CX System
• Datacentre setup: Multiple datacentres with disaster recovery
• Scheduling backups: Supplier controls the whole backup schedule
• Backup recovery: Users contact the support team

Data-in-transit protection

• Data protection between buyer and supplier networks: TLS (version 1.2 or above)
• Data protection within supplier network: TLS (version 1.2 or above)

Availability and resilience

• Guaranteed availability: Systems are backed by AWS Standards.
• Approach to resilience: Systems are hosted in AWS and full resiliance is provided by AWS
• Outage reporting: Support Desk will email out any outages or issues.

Identity and authentication

• User authentication: Username or password
• Access restrictions in management interfaces and support channels: Access to Admin Portals are whitelisted to IP Address.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • 2-factor authentication
  • Username or password
• Devices users manage the service through: Directly from any device which may also be used for normal business (for example web browsing or viewing external email)

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: Between 6 months and 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: Between 6 months and 12 months
• 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: NQA MANAGEMENT SYSTEMS
• ISO/IEC 27001 accreditation date: 13/04/2023
• What the ISO/IEC 27001 doesn’t cover: Client Side Network
• 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: We hold all appropiate documentation in accordance to ISO27001:2013 Standards

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: System change management can be done through the Support Desk.; User changes can be done at 3CX Admin level if defined.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: 3CX define the Security approch and we follow and update asap.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: System logs are monitored and black lists are operated. ; Immediate once discovered
• Incident management type: Supplier-defined controls
• Incident management approach: Acronyms have SOPs to goveren how we respond to incidents.

Secure development

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

Separation between users

• Virtualisation technology used to keep applications and users sharing the same infrastructure apart: No

Energy efficiency

• Energy-efficient datacentres: Yes
• Description of energy efficient datacentres: Our Data Centre follows the ISO 14001 standard. We have in place a robust environmental management system; • Procuring consumed energy from sustainable energy sources wherever possible

Social Value

• Social Value:

  Social Value

  • Fighting climate change
  • Covid-19 recovery
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  Acronyms effectively combat climate change by promoting and implementing sustainable IT practices. By optimizing data center operations and improving server efficiency, Acronyms help reduce the substantial energy consumption and carbon emissions associated with IT infrastructure. We also advocate for cloud-based solutions, which are generally more energy-efficient than traditional on-premises systems. Additionally, Acronyms assist businesses in adopting greener technologies like virtualization and energy-efficient hardware. These initiatives not only help companies minimize their environmental impact but also enhance their overall energy efficiency, contributing positively to global efforts against climate change.

  Covid-19 recovery

  Acronyms play a critical role in supporting economic recovery from COVID-19 by enhancing the efficiency and resilience of businesses across various industries. As companies adapt to new ways of working, Acronyms provide essential IT services that help businesses maintain continuity, reduce operational costs, and improve scalability. For example, by managing remote IT infrastructures, Acronyms ensure that businesses can effectively support remote work, a necessity during periods of social distancing and beyond. This not only aids in keeping businesses operational but also helps in preserving jobs and stabilizing income for many workers. Moreover, Acronyms can assist in implementing advanced digital tools such as cloud computing, cybersecurity measures, and automated solutions, which are vital for companies looking to digitize their operations rapidly. This technological shift allows businesses to reach new markets and adapt their services to meet changing consumer behaviors, such as increased online shopping and virtual services. By providing robust cybersecurity measures, Acronyms also safeguard businesses from increased cyber threats, ensuring that the transition to digital platforms does not expose companies to additional risks. In addition to direct business support, Acronyms contribute to broader economic recovery by fostering innovation and competitiveness. They help businesses optimize their IT expenditures, allocate resources more efficiently, and focus on core activities, thus enhancing overall productivity. As businesses become more technologically adept and resilient, they are better positioned to respond to the economic challenges posed by the pandemic and to seize new opportunities in a post-COVID-19 world. Thus, Acronyms are not just an IT support organisation; they are crucial partners in rebuilding a more digitally inclusive and economically robust society.

  Equal opportunity

  At Acronyms, we are dedicated to creating a workplace that values diversity and champions equal opportunities. Recognizing the importance of diverse perspectives, we actively implement policies and practices that promote inclusivity and fairness across all areas of our operations. Our Commitment Includes: • Recruitment and Hiring: We maintain transparent, merit-based recruitment processes to ensure a diverse and inclusive workforce. Our job advertisements reach diverse demographics to attract the best talent. • Training and Development: We provide ongoing training on diversity, equity, and inclusion, equipping our team to appreciate and leverage workplace diversity for innovation and improved service delivery. • Inclusive Policies: Our workplace policies are regularly updated to support flexibility and inclusiveness, accommodating various employee needs and backgrounds. • Leadership Accountability: Our leaders are responsible for fostering an inclusive environment and are trained to recognize and mitigate biases. • Employee Engagement: We support programs that enhance engagement and representation of all employee groups, including mentorship programs and employee feedback mechanisms. • Supplier Diversity: We partner with a diverse array of suppliers, extending our commitment to equality beyond our company. • Monitoring and Reporting: We regularly assess our diversity initiatives and transparently report on our progress to ensure continuous improvement. At Acronyms, we believe in the power of diversity to enrich our workplace and strengthen our business. We are committed to providing equal opportunities for all employees to succeed and thrive.

  Wellbeing

  At Acronyms, we prioritize the holistic wellbeing of our staff because we understand that a healthy, fulfilled team is the cornerstone of success. Our commitment to fostering a supportive work environment goes beyond mere rhetoric; it's ingrained in our company culture and reflected in our actions every day. We believe that employee wellbeing encompasses physical, mental, and emotional health, as well as professional development and work-life balance. To that end, we offer a range of initiatives designed to support our staff in every aspect of their lives. Physically, we provide access to comprehensive healthcare benefits, including medical, dental, and vision coverage, as well as wellness programs aimed at promoting healthy lifestyle choices. Mentally and emotionally, we recognize the importance of addressing stress and burnout in the workplace. Additionally, we encourage open communication and provide opportunities for feedback to ensure that every team member feels heard and supported. Professionally, we invest in the growth and development of our staff through ongoing training and career advancement opportunities. Whether it's through mentorship programs, tuition reimbursement, or skill-building workshops, we are committed to helping our employees reach their full potential. Finally, we understand that maintaining a healthy work-life balance is crucial for overall wellbeing. That's why we offer flexible work arrangements, generous paid time off, and remote work options, allowing our team members to manage their personal and professional commitments effectively. At Acronyms, we believe that by prioritizing the wellbeing of our staff, we not only create a happier and healthier workforce but also foster a more productive and innovative workplace. Together, we can achieve greatness while supporting each other every step of the way.

Pricing

• Price: £5 to £50 a unit
• 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 daves@acronyms.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.