Britannic Technologies

Zoom

Zoom is a single-pane-of-glass UC platform designed to streamline connectivity, and foster dynamism for individuals and enterprise. Zoom encompasses team chat functionalities, telephony services, virtual meetings, omnichannel contact-centre capabilities, interactive whiteboarding features, workspace management tools, and AI solutions. These offerings empower hybrid teams to bolster collaboration and increase productivity levels.

Features

• Simplified video conferencing and messaging across any device
• Seamless AI integration across the platform
• Feature-rich soft phone system for organisations of all sizes
• Omnichannel contact centre for prompt, accurate, and personalised customer experiences
• Cost-efficient and intuitive interface video conferencing rooms
• Powerful, all-in-one platform to create virtual events, webinars, and experiences
• Instant Messaging tool streamlining communications between users and across channels
• AI-powered collaboration platform that streamlines your communications and improves productivity
• Drive communication and engagement via a leading employee experience platform
• Developer platform and existing library of over 2,500 integrations

Benefits

• Single unified-communication platform built for the cloud
• AI Companion - included platform wide at no additional cost
• Single admin console to ensure fast deployment/scalability
• Affordable, with predictable subscription pricing and clear licensing
• Frequent updates - hundreds every year
• An easy and intuitive user experience for fast adoption
• Easy administration with powerful user reporting and dashboard
• Development releases can be managed through MSI
• Technical support available 24/7

£9.75 to £45.95 a licence

• 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 jcambpbell@btlnet.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

394296223207146

Contact

James Campbell
01483242550
jcambpbell@btlnet.co.uk

Service scope

• Software add-on or extension: No
• Cloud deployment model: Public cloud
• Service constraints: N/A
• System requirements:
  • Suitable Internet connection & Access to Web Browser
  • Network interconnection and access (firewall settings)
  • Local network suitability for multimedia traffic (bandwidth, QoS settings)
  • Data centre network addresses (IP number whitelist)
  • Supported third-party endpoints (e.g. desk phones)
  • User device hardware prerequisites for Zoom client applications
  • User device software prerequisites for Zoom client applications
  • Browser prerequisites for user, supervisor and admin portal access

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Support Hours are 24x7, including public holidays, where agents or technical engineers are available for email or live support. ; ; Target Response Time for a Support Ticket will be the time (a) commencing when Zoom receives a proper Support Ticket from Customer and (b) ending when customer receives notification that the Support Ticket has been logged. For Pro, Business, API or Education plan subscribers this will be:; Priority 1 - Urgent: 1 Hour; Priority 2 - High: 4 Hours; Priority 3 - Normal: 24 Hours; Priority 4 - Low: 24 Hours
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.1 AA or EN 301 549
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: Web chat
• Web chat support availability: 24 hours, 7 days a week
• Web chat support accessibility standard: WCAG 2.1 AA or EN 301 549
• Web chat accessibility testing: N/A
• Onsite support: No
• Support levels: The Britannic Service Desk is committed to delivering the best service for our clients. Our process ensures that any critical customer issue is promptly escalated, day or night, regardless of contract level. This minimises delays during major incidents. Technical expertise and accountability are fundamental to our service ethos. Each new product added to our portfolio undergoes rigorous technical onboarding to cultivate in-house subject matter experts, enhancing the value we deliver to customers. In cases requiring vendor escalation, typically for software bugs or feature requests, we demonstrate our commitment and capability by managing the majority of service tickets and requests in-house. We take pride in our flexibility, adhering to necessary processes outlined in our ISO/IEC 20000 accreditation while striving to exceed customer expectations. By default, new customers are provided with our Bronze support package at no additional cost, however we can discuss increasing this if required. Pricing is based upon a percentage of the list price of the equipment in the solution. We also report on a tighter, internal measurement of SLO (Service Level Objective). This is a service goal which Britannic set above the contractual SLA measure. We are fully transparent with our customers regarding our performance against this measure.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Customers will have access to Zoom's Customer Success Advisors. Starting with the onboarding journey, the CS Advisor team guides where customers can get started with learning via the Zoom Learning Center and various support guides. Once our customers are live on their Zoom solutions, this team provides proactive digital deliverables to help customers drive adoption and maximize their investment in Zoom. Our Customer Success program is focused on ensuring customers achieve the value they expect throughout their Zoom journey. This approach enables faster response times with group knowledge for better and more efficient support. Self Service Offerings also include: Zoom Learning Center (Learn anytime, anywhere and expand your product knowledge), Zoom Community (get involved, become a leader, and connect with other Zoom users and customers), Zoom Support (find answers to your product questions in our many articles and training materials, or contact the support team for technical assistance), and Webinars (attend onboarding webinars to learn about best practices and get the latest information about the Zoom platform).
• Service documentation: Yes
• Documentation formats: HTML
• End-of-contract data extraction: Upon contract termination, Zoom deactivates all user IDs related to the customer account and any saved data is deleted. Therefore, the customer will have to download any recorded meetings prior to their termination date by visiting their online user profile, navigating to their recordings and downloading selected recordings to an alternate source.; ; Zoom has a data retention standard that details how data is deleted when a customer terminates service (i.e., purged on day 31). Furthermore, our Data Protection Standard states how Zoom must sanitise media. Zoom has a process for records retention to ensure that Personal Information is retained for no longer than necessary to fulfil the obligations or meet legal retention requirements.
• End-of-contract process: Upon termination of the customer's contract, Zoom will deactivate all user IDs associated to that billing account and delete any saved recordings.; ; Zoom has a data retention standard that details how data is deleted when a customer terminates service (i.e., purged on day 31). Furthermore, our Data Protection Standard states how Zoom must sanitise media. Zoom has a process for records retention to ensure that Personal Information is retained for no longer than necessary to fulfil the obligations or meet legal retention requirements.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
• Application to install: Yes
• Compatible operating systems:
  • Android
  • IOS
  • Linux or Unix
  • MacOS
  • Windows
  • Other
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: N/A
• Service interface: No
• User support accessibility: None or don’t know
• API: Yes
• What users can and can't do using the API: The Zoom API is the primary means for developers to access a collection of resources from Zoom. Apps can read and write to the resources and mirror some of the most popular features available in Zoom Web Portal such as creating a new meeting, creating, adding and removing users, viewing reports and dashboards on various usage, and so on using the Zoom API. Depending on your app’s use case, you can choose from our various APIs and implement the features accordingly. All APIs under the Zoom API are based on REST architecture and are accessed via HTTPS at specified URLs. The base URL for all requests is https://api.zoom.us/v2/. The complete URL varies depending on the endpoint of the resource being accessed. For instance, you can list all users on an account via a GET request to this URL: https://api.zoom.us/v2/users/. Within our API reference pages, you can send test requests and view responses. You can also view the code for the request in various languages such as Python, Node, Java and more. With each release, we add additional APIs and enhancements to meet the needs of our customers.
• API documentation: Yes
• API documentation formats: Other
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Zoom offers a number of opportunities to customise the service. Zoom’s App Marketplace brings together integrations, apps, and bots built by Zoom, third-party developers, and oftentimes our own customers, making it easy for Zoom users to extend the power of Zoom for any business need. The Zoom App Marketplace hosts over 2,500 apps and integrations for our solutions. In addition, Zoom’s APIs allow for a robust extension of the core Zoom product and apps can read and write to the resources and mirror some of the most popular features available in the Zoom Web Portal such as creating, adding and removing users, viewing reports and dashboards on various usage, and so on. Experienced developers can choose to leverage Zoom’s SDKs to incorporate the Zoom experience into their own application. Lastly, role-based access control enables the creation of custom user roles that have a set of permissions that allows access only to the pages a user needs to view or edit.

Scaling

• Independence of resources: Zoom’s unique architecture allows us to quickly and easily scale to meet demand. We maintain excess capacity in all aspects of our infrastructure to accommodate growing business, healthcare, and education needs and to meet peak usage requirements. Our proven infrastructure supports billions of meeting minutes a month and our architecture is built to handle growing levels of activity, as our unified communications platform is architected from the ground up to address the most technologically difficult aspect of communications: video. Our modern cloud architecture gives our platform its trademark reliability, quality, and scalability.

Analytics

• Service usage metrics: Yes
• Metrics types: The Zoom Dashboard allows administrators on the account to view information ranging from overall usage to live data relating to Zoom solutions. This data can be used to analyse issues that may have occurred as well better understand how users are intreracting with the Zoom platform within your organisation.
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

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

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: European Economic Area (EEA)
• User control over data storage and processing locations: Yes
• Datacentre security standards: Complies with a recognised standard (for example CSA CCM version 3.0)
• 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 SSAE-16 / ISAE 3402
  • Encryption of all physical media
• Data sanitisation process: Yes
• Data sanitisation type: Explicit overwriting of storage before reallocation
• Equipment disposal approach: A third-party destruction service

Data importing and exporting

• Data export approach: Reports and recordings can be exported via the Zoom web portal as required.
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • MP3
  • MP4
  • VTT
• Data import formats:
  • CSV
  • Other
• Other data import formats: SAML

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • TLS (version 1.2 or above)
  • Legacy SSL and TLS (under version 1.2)
  • Other
• Other protection between networks: Zoom’s communications infrastructure for real-time video, audio, and data communications resides on Zoom dedicated servers, which are housed in SSAE 16 SOC2 compliant data centers.; ; Zoom sessions are completely temporary and operate analogously to the popular mobile conversation over the public mobile network.; ; Zoom can encrypt all presentation content at the application layer using the Advanced Encryption Standard (AES) 256-bit algorithm.; ; Zoom can secure all session content by encrypting the communications channel between the Zoom client and the multimedia router using a 256-bit Transport Layer Security (TLS) encryption tunnel.
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Legacy SSL and TLS (under version 1.2)
  • Other
• Other protection within supplier network: Zoom adheres to OWASP standards for internal security process.

Availability and resilience

• Guaranteed availability: SLAs are addressed in Zoom's Master Services Agreement (MSA) and may include 99.9% uptime, excluding excused downtime (maintenance).
• Approach to resilience: Zoom web services leverage AWS high availability infrastructure with multi-region configuration operating in Active/Standby mode. For real time communications, Zoom leverages multiple Tier 1 data centres running in Active/Active mode.
• Outage reporting: Zoom posts any general incident announcement and other announcements including scheduled maintenance, outages, updates, through our status page at status.zoom.us. For incidents affecting a specific customer, Zoom will notify the account owner and administrator(s) through email or as specified in fully executed agreement.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
• Access restrictions in management interfaces and support channels: Management interfaces are accessed via user name and password derived from integration via SSO or user name and password stored in a salted hash. Interfaces are accessed based upon role based access control (RBAC).
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)
  • 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: 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: BSI
• ISO/IEC 27001 accreditation date: 08/04/2020
• What the ISO/IEC 27001 doesn’t cover: Third party suppliers who do not directly impact the Britannic Information Security
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: Yes
• Any other security certifications: ISO 22301 Business Continuity

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: Zoom's security policies are derived from ISO 27001 framework.

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: Any change requests are recorded through the service desk, logged and tracked - time bound. We then review change requests through our change management process. These are reviewed for a range of aspects, including potential security impact. All changes are recorded.
• Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Vulnerability management approach: We have implemented vulnerability management process fully compliant with ISO 27001:2013. ; In order to identify potential threats we have:; - compiled an inventory of assets connected to our network; - identified critical systems and at-risk systems; - established timely and scheduled patch management process; - established a process ensuring programs and apps run the latest software versions; - established remediation timelines; We review and classify all vulnerabilities and associated threats on a regular basis as well as rate risks according to our stated risk categorisation and assign a remediation timeline to each risk.; We conduct a regular vulnerability testing/scanning process.
• Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Protective monitoring approach: Britannic have implemented protective monitoring as a part of our risk management strategy. We collect and analyse log and event data which allows us to detect and promptly alert on operational and security issues related to a wide range of compliance and risk concerns. As a result we obtain information required to allow us to respond to incidents in a timely manner and to establish sufficient internal security controls for ongoing compliance with ISO 27001:2013 requirements.
• 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: Britannic have a well defined process for managing and updating incidents. ; Customers are invited to log incidents via phone, email or online portal; Britannic will respond within SLA/SLO. During a critical or major incident, Britannic will invoke our major incident management process which delivers regular updates to key stakeholders and is only closed once a full RFO is delivered.

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
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  As an integral component of our environmental strategy, our dedication to sustainability encompasses multiple facets, spanning from our office practices to our data centre operations. At the core of our commitment lies our conscientious approach to recycling.; Within our office premises and across our datacentres, recycling initiatives are rigorously implemented. Specifically, within our datacentres, dedicated recycling collection points are established to ensure the proper disposal of all equipment packaging. This meticulous process is not only compliant with regulations but also aligns with our values of environmental stewardship.; For Britannic, our environmental commitment is not in place solely to adhere to compliance regulations, we want to play our part in fostering a greener future. Through comprehensive recycling initiatives, responsible disposal practices, and strategic partnerships, we endeavour to lead by example in championing sustainability across all facets of our operations.

  Equal opportunity

  The company is strongly dedicated to promoting diversity and inclusion across all areas of our business operations. The following is a summary of our policies, practices, and activities that support diversity and inclusion: ; Recruitment Policies & Practices: ; - Equal Opportunities Policy: We have a comprehensive Equal Opportunities Policy in place that ensures all individuals associated with the company are treated fairly and without discrimination. This policy complies with anti-discrimination laws, protecting against discrimination based on protected characteristics such as age, disability, gender, and more. ; - Recruitment Practices: Our recruitment processes are designed to prioritise merit and eliminate any form of discrimination. We use gender-neutral language in job advertisements, and our interviewers are trained to avoid asking discriminatory questions. We also ensure that our vacancy advertisements are widely disseminated to reach a diverse section of the labour market, promoting equal opportunities. ; - Equality Monitoring: We actively engage in equality monitoring by voluntarily and anonymously collecting data on various aspects, such as ethnic group, gender, disability, sexual orientation, religion, and age. This data helps us identify underrepresented or disadvantaged groups within our organisation and informs our diversity and inclusion initiatives. ; ; Our policies and practices demonstrate a clear commitment to enhancing diversity and inclusion in recruitment, internal development, and customer-facing service delivery. We continuously monitor and improve these initiatives, ensuring that diversity and inclusion are not just policies but integral parts of our organisational culture.

  Wellbeing

  Britannic are deeply committed to generating social value through our holistic approach to employee wellbeing and community engagement. We understand that fostering a supportive and empowered workforce not only benefits our employees but can make a positive impact on the local community.; Private Medical Coverage: Our provision of private medical coverage, including mental health services, ensuring that our employees have access to essential healthcare resources. By prioritising mental health, we contribute to reducing the stigma around these issues and promote overall well-being.; Birthday Leave: We believe that personal milestones are worth celebrating, and granting a day off for birthdays is a small way to show our appreciation for our employees. This policy enhances work-life balance, allowing individuals to spend quality time with loved ones and nurture personal relationships.; Volunteering Day: Our dedication to social value extends beyond the workplace. We offer our employees the opportunity to take a volunteering day, empowering them to give back to their communities. This not only strengthens our employees' sense of purpose but also creates a positive ripple effect by supporting various charitable causes within the local community.; Personal Training and Development: We actively encourage personal training and development initiatives. By investing in our employees' growth, we not only equip them with valuable skills but also foster a culture of continuous learning and innovation.; Extending Social Value to Clients: We actively seek to provide social value to our clients, through volunteering days, seminars, conferences, workshops, training assets and wellbeing portals.

Pricing

• Price: £9.75 to £45.95 a licence
• Discount for educational organisations: Yes
• Free trial available: Yes
• Description of free trial: Zoom provides a free Basic license that includes some of the features and functionalities of paid user licenses with a 40-minute meeting limitation, and basic, limited functionality.

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