Trustmarque Solutions Limited

Trustmarque Cloud PBX and Unified Communications

Trustmarque SIP Trunks provide a flexible alternative to ISDN and are compatible with leading IP PBX brands in the UK.
Compared to ISDN, SIP Trunks are cheaper, more flexible, and offer a robust business continuity service.
They deliver enhanced features including; automatic fail-over, flexible SIP channels and inbound call control.

Features

• Expert advice, consultancy, and deployment support.
• Carrier-grade core network
• Built-in Business Continuity as standard
• Inclusive call minutes to 01,02, 03 and 07 numbers
• Business Continuity as standard– Active/Standby, Loadshare or Resilient mesh
• Keep your existing telephone numbers - expert porting support
• Optional web-based inbound call control on your telephone numbers
• Business Continuity options – Active/Standby, Loadshare or Resilient mesh
• Optional PCI compliant recording service

Benefits

• Improve service while managing impact of BT ISDN closure
• Improved resilience and flexibility
• Use Trustmarque expertise to free up your own resource
• Enables cost savings and management
• Business Continuity options - per DDI number
• Simplified network architecture
• Full control of outbound number presentation regardless of location
• Fraud management avoids unauthorised use and expense

£3.90 a unit

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

Framework

G-Cloud 13

Service ID

410548791934899

Contact

Darren Moyes
01904 934435
tenders@trustmarque.com

Service scope

• Software add-on or extension: No
• Cloud deployment model:
  • Public cloud
  • Private cloud
  • Hybrid cloud
• Service constraints: As a VoIP service, calls to 999 via SIP trunks may not be possible, during a service outage where the customer loses total connectivity for example, owing to a power outage or the failure of all data access.; Trustmarque can advise customers on how they can manage this, including using a PSTN line or mobile to make the emergency call.
• System requirements:
  • Conformance tested PABX (Confirm with Trustmarque)
  • Compatible Session Border Controller (Confirm with Trustmarque)
  • Sufficient SIP Licences on PBX/SBCs
  • Appropriate data access - Trustmarque can advise and provide access
  • IP Address Authentication

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Weekdays - same working day; Weekends and bank holidays - next working day
• 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: Yes, at extra cost
• Support levels: Trustmarque's Service Desk operates 24 x 7.; There is a single level of support for all customers, which is provided at no additional cost.; Service affecting ('faults') are dealt with as follows - Note; these are target times to resolve, not response times:; ; Priority 1 (Critical Fault) - Loss of service - Multiple sites/services affected - 4 Hours ; Priority 2 (High) - Loss of service - single site or service - 8 Hours ; Priority 3 (Medium) - Disrupted/degraded service - multiple or single site or service - 3 Business Days; ; General Questions are classified as a severity 4 and have n target completion SLA of 24 hours.; ; Service availability for resilient SIP trunks is 99.99% for core service. ; Service availability for standard service is 99.95%.; A service credit regime underpins our services.; ; We provide Service Desk and Account Management Teams. Support staff answer calls on the Service Desk and perform first stage fault analysis. If they are unable to resolve the incident will be escalated to Tier 2 and Tier 3 engineers, including our network partners.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: The SIP Trunking product does not require specific user training, although we do provide comprehensive user acceptance and handover documentation. ; We will work with you to carry out commissioning and acceptance tests, and to manage porting of telephone numbers onto the service.; We also supply a customer support manual for all contact points and escalations. ; For an optional bolt on, SIP Trunk Call Manager, we provide comprehensive admin and user training for the web portal and Mobile App. This is offered via tutorial videos, onsite training (additional cost), webinar online training, user documentation and a full help section on the web portal.; ; A named Major Account Manager will also be aligned to your account to support you.
• Service documentation: Yes
• Documentation formats:
  • PDF
  • Other
• Other documentation formats:
  • Microsoft Word
  • Microsoft Excel
• End-of-contract data extraction: Our Voice Services support team accesses all details relating to your services via a secure online portal this enables complete visibility of the assets that we manage for you. We offer a complete view of your estate, including telephone numbers (CLIs), the product related to that number and its geographical location. ; All invoices can be accessed through our billing portal and historical data relating to your service can be retrieved through simple download.; This information can be easily downloaded for extraction into excel.
• End-of-contract process: At the end of the initial term the agreement moves onto a rolling contract with no change to charges unless specifically notified.; Our Voice Services team will provide an 'as-built' asset list, including numbers that can be ported away and details of the services you currently take with us. This will be provided at no additional cost. It is up to the new provider to port the numbers away, though Trustmarque will advise on that process if required.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
• Application to install: Yes
• Compatible operating systems:
  • Android
  • IOS
  • MacOS
  • Windows
  • Windows Phone
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: A bolt on App can be added as an option with SIP Trunk Call Manager. ; Upon successful download from the relevant app store, the user is able to log in to access a subset of SIP Trunk Call Manager Functionality as available at: www.siptrunkcallmanager.co.uk. The user has access to edit components of call routing for numbers provisioned on this service and in accordance with their user permissions.; Functionality includes ability to route calls to an alternative destination number/voicemail/divert calls/invoke pre-configured call plan. Key reporting statistics are also available including Performance graphs and call history.
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: A bolt on App can be added as an option with SIP Trunk Call Manager. Upon successful download from the relevant app store, the user is able to log in to access a subset of SIP Trunk Call Manager Functionality as available at: www.siptrunkcallmanager.co.uk. The user has access to edit components of call routing for numbers provisioned on this service and in accordance with their user permissions. Functionality includes ability to route calls to an alternative destination number/voicemail/divert calls/invoke pre-configured call plan. Key reporting statistics are also available including Performance graphs and call history.
• Accessibility standards: None or don’t know
• Description of accessibility: Standard web-browser access to SIP Trunk Call Manager with standard accessibility options associated with those web-browsers.
• Accessibility testing: N/A
• 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 requirements during solution design stage and then built by Trustmarque.; 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. ; 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 this 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 parameters 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: We undertake a monthly Capacity Planning Forum whereby the utilisation of every network component is reviewed against planning rules and sales forecast to ensure that we have sufficient capacity and overhead to manage our customer's requirements. Additionally there is weekly planning review on capacity management adjustments.; Each SIP 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: The SIP Trunk Call Manager contains an End User App link to a basic set of control features and View my Performance. The View my Performance link provides a range of online Inbound reporting on a per number basis for all, some or individual DDI numbers provisioned on the SIP Trunk Call Manager account: ; How many customer calls are getting through/Where are customers located/What are my call trends. and When are my busy hours. Detailed Inbound call analysis is available via an optional Statistics package. ; Trustmarque's online billing portal provides detailed data on outbound call volumes, durations, destinations and cost.
• 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: Gamma Telecom - other operators if preferred or for diversity

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: 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 CHECK 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: Customers can access and download billing data from our on-line billing portal, in Excel csv formatt.
• Data export formats: CSV
• 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: SIP trunk service availability is calculated as:; Total number of minutes in the measurement period – Unplanned Downtime x 100 / Total number of minutes in the measurement period.; Note: If a Service is partially available then the Unplanned Downtime shall be calculated in equal proportion i.e. if a service is 50% available then the unplanned downtime will be calculated as 50% x elapsed period of the incident.; Availability Measurement Period: 1 Calendar month; Target availability for SIP Trunk Endpoint Resilient Build:; Core service: 99.99%; Non-Core Services: 99.50%; Not included:; - Outages which are deemed by us to be the result of matters outside of its direct control; - Planned or emergency maintenance works; - User error; Notes:; (1) Core functions are defined as Gamma Switching infrastructure, transmission equipment and; core network, the service that supports call routing and termination.; (2) Non-Core functions include Gamma Support Systems, access to any relevant portals and feature based services such as Call Plans, Call diverts, Auto Attendant, Call Recording, and Unified Messaging; (3) Resilient build SIP Trunking means a Gamma approved configuration such as dual Session Border Controllers offering geographic diversity.; PESQ score target for G711 is 4.1 and G729 is 3.7
• Approach to resilience: Our network partner holds ISO 22301:2012 Business Continuity Management accreditation. As this information is sensitive, further specific information is available on request.
• Outage reporting: Email alerts; Portal alerts; Text messages to opted in mobile numbers; Service desk verbal communication

Identity and authentication

• User authentication needed: Yes
• User authentication: Username or password
• Access restrictions in management interfaces and support channels: Relevant only to SIP Trunk call manager services. 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: 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: Yes
• Who accredited the ISO/IEC 27001: Lloyd's Register Quality Assurance Ltd
• ISO/IEC 27001 accreditation date: 30/01/2020
• What the ISO/IEC 27001 doesn’t cover: N/A
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: No
• Other security certifications: Yes
• Any other security certifications: NICC ND 1643

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: TBC

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: 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: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Vulnerability management approach: Our network partner 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 acceptable level of risk. Includes identifying key information assets and subjecting them to risk assessments, assessing exposure to a list of common threats and vulnerabilities, maintaining risk registers, implementing technical, policy, business continuity and management initiatives;; Each patch is assessed and deployed accordingly:; High - Urgently.; Medium - ASAP.; Low - as time permits.; Gamma utilise many Vendor sources and industry RSS feeds, CERT, Ubuntu and Debian. Member of CiSP.
• Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Protective monitoring approach: Our network partner utilises GPG 13 guidance. Gamma has 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. We respond to incidents 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: Our network partner has an Incident Management process which has numerous pre-defined sub groups of staff designated for particular products or scenarios. It can be initiated by any member of staff and is managed by the 24/7 Network Operations Centre (NOC). Any incident is reported by the customer to the Service Desk, it is recorded in a customer relationship management tool (CRM) and an Incident report is produced after root cause analysis has taken place. Any Incident reports are made available to end users via pdf.

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)
  • Scottish Wide Area Network (SWAN)

Social Value

• Fighting climate change:

  Fighting climate change

  N/A
• Covid-19 recovery:

  Covid-19 recovery

  N/A
• Tackling economic inequality:

  Tackling economic inequality

  N/A
• Equal opportunity:

  Equal opportunity

  N/A
• Wellbeing:

  Wellbeing

  N/A

Pricing

• Price: £3.90 a unit
• Discount for educational organisations: Yes
• Free trial available: Yes
• Description of free trial: Trustmarque will establish a limited PoC service for up to 30days at no cost.

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