EXCHANGE COMMUNICATIONS INSTALLATIONS LIMITED

Exchange Communications 1CloudTalk Telephony Powered by Avaya

Our 1CloudTalk Telephony service is built on an Avaya IP Office or Avaya Aura platform delivered as a single instance hosted service. It provides a resilient, flexible and secure solution for organisations of upto 6000 telephony/unified communications users looking to transition to the Cloud.

Features

• Proven Avaya solution hosted in UK datacentres
• Fully-featured voice services for both fixed and mobile users
• User friendly Management interface, no need for additional training
• Simple licence structure, Unified Communication (softphone) user
• Call handling, voicemail, messaging, conferencing, presence, Instant Messaging
• Supports multiple Avaya handsets, no need to replace hardware
• Third Party integration including MS Teams, Google and Salesforce CRM
• Designed for upto 6000 users
• Access to certified Avaya enhancements and upgrades
• Optional add-ons - Reporting, Contact Centre, Call Recording

Benefits

• Predictable communication costs with no upfront capital expenditure (CAPEX)
• Flexible pay per seat, pay what you use model (OPEX)
• Agile expansion with extra users easily added whenever needed
• Investment protection, roll out cloud services at your own pace
• Instant access to new capabilities without forecasting or capital expenditure
• Multiple configuration options via simple to use web-based administration tool
• Secure and private by design, proven by extensive testing
• Easier roll-out, increased control, automatic updates, built-in resiliance
• Home/Mobile workers enjoy same call benefits as office-based workers
• Wide-range of endpoints and applications also available on license basis

• Education pricing 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 bids@exchangecommunications.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

426729468332316

Contact

David Morse
0141 776 8859
bids@exchangecommunications.co.uk

About your service

• Service categories:

  Applications

  Production and operations

  • Other operations

  Service industry and public sector operations

  • Healthcare
  • Education
  • Public Order and Safety
  • Police
  • Defence
  • Social Security Administration
  • Adult Social Care
  • Children's Social Care
  • Other
• Multi cloud support: No

Service scope

• Software add-on or extension: No
• Cloud deployment model: Private cloud
• Service constraints: Planned maintenance is performed to have zero impact. Software upgrades to the platform are scheduled in advance to have zero downtime. It may not be possible for users to remain on the previous version
• System requirements:
  • Internet connection—broadband wired or wireless, including 3G and 4G
  • Minimum - 20 user licences

User support

• Email or online ticketing support: Yes
• Support response times: We acknowledge receipt within 1 working hour and all questions are responded to within 4 working hours
• 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: Yes
• Web chat support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support accessibility standard: None or don’t know
• How the web chat support is accessible: Through the web chat functionality on our website the end user can request Live Chat, send a message or request Call Back
• Web chat accessibility testing: Currently undergoing Website upgrade
• Onsite support: Yes, at extra cost
• Support levels: Silver (level 1) - 09:00 to 17:00 Mon-Fri excluding public holidays, Phone/Fax/ email support, Proactive monitoring, Dedicated service desk team, customisable notification, Remote diagnostics, Escalation process Price per Annum 5% of RRP of supported item. Silver (level 2) - As per Silver Level 1 except 08:00 to 20:00 Mon-Fri excluding public holidays Price per annum - 7% of RRP of supported item Gold - As per Silver level 2 except 24x7x365 excluding public holidays Price per annum - 10% of RRP of supported item. Platinum - 24x7x365 as per Gold including Software release management Price per annum - 12% of RRP of supported item. All clients receive a named service desk contact and primary Avaya expert engineer. Mutually agreed SLA's - 30 mins to 1 day response times, 1 hour to 2 day fix times available
• Support available to third parties: Yes
• AI chatbot: No

Onboarding and offboarding

• Getting started: Selecting Exchange Communications as a preferred telephony/communications systems provider is the start of a long-term partnership. The primary objective of this partnership is to maintain our clients’ systems to their optimal performance level, and to help provide a first-class service to their customers and staff. During the implementation stage a Communications Plan is developed as part of the Project Plan detailing which communications are appropriate, frequency, purpose, owner and target audience. Regular review meetings are also arranged at different stages of the implementation to ensure the project is running smoothly and the client is happy with the progress made. As part of the implementation phase we are able to offer online or on-site training speciifc to the client including full user documentation. Once the service is live, we believe that communication remains vital. Our standard approach for communication and client engagement requires three primary forms of engagement: • Account Management - responsible for the day to day account relationship, providing a consistent and informed point of contact • Solution Management - responsible for product and service design and emerging market technology. • Service Management responsible for all aspects of service performance, reporting and support within the Service Support Centre.
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: Exchange will assist any new provider to minimise the risks of transition and fully co-operate providing electronic downloads of all parameters pertaining to DDIs, agents, dial plans and call flows. We would continue to provide the normal class of service up until the termination date / time. This includes preserving access to reports and call recordings if required for 30 days beyond the contract end date.
• End-of-contract process: The cost of the data extract service is included within the proposed pricing. The data extract will be run one month before contract termination. Any other services required will incur additional costs that will be quoted in advance for acceptance.
• Documentation accessibility standard: None or don’t know
• How the documentation is accessible: Not Applicable

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
• Application to install: Yes
• Compatible operating systems:
  • Android
  • IOS
  • MacOS
  • Windows
  • ChromeOS
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: Workplace Client provides a holistic unified communications experience that works as well on a browser, mobile device or room-based system as it does on a desktop. Communication capabilities seamlessly follow the user as they move from device to device. It is easy to access contact lists, click to call, start a video session or schedule a meeting - all from the same familiar and intuitive user interface. The Workplace client automatically adapts to the phone being used to ensure the user gets optimal experience. It is supplied as part of the Unified Communications (UC) user licence.
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: Workplace is a downloadable, SIP based unified communications client that is included in the Core UC license. Avaya Workplace connects the entire workforce by bringing all methods of communication together in one environment with a user interface that adapts to each platform operating system and device type. This software solution extends the features and services of the platform to desktop, mobile, and virtual users including support for, iPhone, iPad, Android, Windows, and MacOS devices.
• Accessibility standards: WCAG 2.2 AA
• Accessibility testing: Full VPAT reports covering Avaya Workplace as well as Administration Portal
• API: Yes
• What users can and can't do using the API: The Avaya cloud solution is based on open API clients to share resources, provide improved customer service, and keep mobile employees accessible. The proposed solution fully integrates with desktop applications including MS Teams
• API documentation: Yes
• API documentation formats: PDF
• API sandbox or test environment: No
• Customisation available: Yes
• Description of customisation: Client administrators can configure personal greetings, hunt groups, coverage paths, hours of operation, class of service, class of restriction, DDIs, extensions and many other standard telephony settings.

Scaling

• Independence of resources: Configuration and performance reports can be generated to match the clients requirements.

Analytics

• Service usage metrics: Yes
• Metrics types: Configuration and performance reports can be generated to match the clients requirements.
• Reporting types:
  • Real-time dashboards
  • Regular reports
  • Reports on request
• Resource tagging: No
• FOCUS resource tagging: No

Resellers

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

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Developed Vetting (DV)

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 every 6 months
• Penetration testing approach: ‘IT Health Check’ performed by a CHECK service provider
• Protecting data at rest:
  • Physical access control, complying with another standard
  • Encryption of all physical media
• Data sanitisation process: Yes
• Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v4.0, CAS (Sanitisation) or ISO/IEC 27001
• Data sanitisation type: Explicit overwriting of storage before reallocation / Secure Erase

Data importing and exporting

• Data export approach: Exchange would initiate any data export required by the user.
• Data export formats:
  • CSV
  • ODF
• Data import formats:
  • CSV
  • ODF

Data-in-transit protection

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

Availability and resilience

• Guaranteed availability: The 1CloudTalk Telephony solution is available in two service plan options hosted at highly available, secure and diverse UK based data centres. Standard plan - Single data centre Business Continuity plan - Dual data centre
• Approach to resilience: The 1CloudTalk solution is available in two service plan options hosted at highly available, secure and diverse data centres. Standard plan - Single data centre, resilience within primary data centre only Business Continuity - Dual data centre, full application resilience between data centres. The hosted solution can be resiliently delivered across the internet to provide access from disparate locations (ie: home or field). Within the Business Continuity Service Plan the UK data centres are interconnected via a high-performance 1Gb fibre network and are carrier neutral. All DC’s are monitored 24/7 and backed by a 100% uptime power and network guarantee. Interconnectivity • Dark Fibre Capability • Carrier Neutral • Diverse Network Entry Points • Tier 1 Connections • Direct Peering Connections – LINX, Telehouse, Equinix • Private Network Ring Connecting all DCs • Private Network Ring – Resiliency N+2 Power • Site Capacity – 1MW • Rack Distribution – Dual feed single phase/ 3 phase delivery • UPS Resiliency – N+1 c/w battery backup • Generator Resiliency – N Environmental • Cooling Systems – N+1 • Temperature Controlled Rooms – 22°C +/-2°C • Fire Detection Systems • Full Gas Suppression System • Under Floor Leak Detection System
• Outage reporting: We have an automated email alert system to report any outages

Identity and authentication

• User authentication needed: Yes
• User authentication: Multi-Factor Authentication (MFA)
• Access restrictions in management interfaces and support channels: A directory of all system passwords are held centrally by Exchange and only provided to the specific engineers assigned to the customer’s account. It is Exchange’s corporate policy to never leave Avaya systems with default passwords. Unique passwords are provided for every customer and every system they have. Passwords are not created in a format that can be easily guessed (ie. they do not contain an abbreviation of the customer’s name). Passwords are changed / updated particularly if a member of engineering staff ceases to be an employee. Support requests can only be accepted by authorised Client personnel if neccessary.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Limited access network (for example PSN)
  • Dedicated link (for example VPN)
  • Username or password

Audit information for users

• Access to user activity audit information: Users have access to real-time audit information
• How long user audit data is stored for: User-defined
• Access to supplier activity audit information: Users receive audit information on a regular basis
• How long supplier audit data is stored for: User-defined
• How long system logs are stored for: User-defined

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards:
  • ISO/IEC 27001
  • Other
• Other security governance standards: Cyber Essentials Plus,
• Information security policies and processes: As part of the Data Protection Act 1998 it is the company’s responsibility to identify and specify to all workers undertaking work on behalf of Exchange Communications whether permanent, temporary, agency or sub-contractor staff the appropriate processes and procedures to enable compliance with the Data Protection Act. Ultimate responsibility for this is held by our Managing Director although the IT Security Manager – Ewen Edward-Smith ensures that the policies are adhered to on a day-to-day basis through regular consultation with Line Managers and monitoring of the relevant processes. Staff are encouraged to flag up potential breaches. Breaches are recorded and classified according to their severity with appropriate action ranging from reminding staff of their responsibilities to adhere to policy; amending or improving internal processes to ensure the breach cannot be repeated; and in the most serious circumstances where breach has been deliberate and for personal gain or advantage formal disciplinary procedures will be followed.
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: The 1CloudTalk solution is supplied with an easy to use on-line admin portal incorporating an intuitive GUI to allow admin staff to make configuration changes to accommodate MACs as well as amend routing tables for controlling call flows. Access is protected by passwords and definable user rights so that the level of access matches staff expertise. Changes are automatically made on a local copy of the system’s configuration to ensure a back-up copy is always available. Every access is logged with an audit trail documenting the most recent changes made
• Vulnerability management type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Vulnerability management approach: The 1CloudTalk solution utilises data centres delivered in compliance with ISO 27001 principals. This process follows a system from inception through to live running and has annual checks to ensure that the system continues to be maintained and developed in a secure way. Penetration testing is undertaken where new and updated software is deployed. This is prioritised using a risk analysis system based on data held and attack surface. Penetration testing requiring external accreditation is undertaken by 3rd party Check Accredited companies. Any issues discovered are tracked from discovery to completion in a Security Improvement Plan.
• Protective monitoring type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Protective monitoring approach: The 1CloudTalk solution protects from unauthorised access by utilising the following service design; - Protection Against Malicious or Accidental Attack o Firewalls restrict access to the platform. o Customer access firewalls isolate Customers from the platform and from each other. o Only required ports and protocols are enabled. o Best practice recommendations Incident severity governs response time typically < 15mins
• Incident management type: Complies with a recognised standard, for example, CSA CCM v4.0 or ISO/IEC 27035:2011 or SSAE-18 / ISAE 3402
• Incident management approach: As part of our Quality Management accreditation we have documented processes covering “Maintenance”, “Fault Reporting” and “Escalation”. Our ‘single point of contact’ award winning service desk is available 24/7/365 days and deals with all reported incidents. Incidents can be reported by using Phone, Email or Interactive Website. Upon reporting an incident, details are entered onto our Salesforce CRM. A unique reference number is issued by which subsequent enquiries pertaining to the fault can be tracked. Full reports covering all incidents logged onto our CRM system will be produced and reviewed.
• Post-quantum cryptography secure: Yes

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 v4.0)

Public sector networks

• Connection to public sector networks: No

Pricing

• Discount for educational organisations: Yes
• Free trial available: No

Discount percentage by annual call-off contract value (excluding VAT)

• Less than £250,000: 1%
• Between £250,000 and £500,000: 2%
• Between £500,001 and £1,000,000: 5%
• Between £1,000,001 and £2,500,000: 10%
• Between £2,500,001 and £5,000,000: 15%
• Over £5,000,001: 20%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: No
• ISO 28000:2022 certification: No
• ISO 9001 certification: Yes
• Who accredited the ISO 9001 certification: BSI Assurance UK Limited
• ISO 9001 accreditation date: Tuesday 18 June 2024
• What the ISO 9001 doesn’t cover: All sites and all companies wihtin the Exchange Communications Group are covered
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: 05098da5-a6ac-4900-ac4d-6306162a0ffa
• Cyber essentials plus: Yes
• Please provide your Cyber Essentials Plus Certificate Number: 3aaf213c-8639-49c4-becc-903367fa4919
• Other security certifications: Yes
• Any other security certifications: ICO registration - ZB081986

Social value

• Section B - Commitment for Future: Delivery:

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 1: Fair work: That offers fair wages and good working conditions. Help people get a job, stay in work, and progress in their careers, with good employment opportunities across the country. Notes: Where there is a large proportion of labour costs in the contract, commercial teams should consider MAC in Outcome 1 as a priority

    • New or retained jobs on the contract workforce in the relevant area that meet the criteria set out in MAC 1b, 1c and 1d
    • New apprenticeships on the contract workforce in the relevant area that meet the criteria set out in MAC 1b
    • Providing opportunities for, and measuring and monitoring of, staff workforce conditions over time, including employee engagement, involvement in decision-making and satisfaction and adapting to any changes in the results, with clear processes for acting on issues identified
    • Plans to engage the contract workforce in deciding the most important workplace issues to address
    • Employment contracts that reflect actual hours worked; steps taken to ensure employees understand their contracts and have the ability to review and adjust them if actual hours regularly exceed contracted hours
    • Activities that support an environment where staff are educated about and feel empowered to report and address bullying and harassment
    • Activities to cascade good practice on fair working conditions throughout the supply chain
    • Offer a pay and leave entitlement to all eligible staff who become kinship carers, ideally equivalent to statutory adoption pay and leave
    • Payment of more than the National Minimum Wage or National Living Wage (as appropriate) to the contract workforce
    • Entitlement to sick pay for the contract workforce, with provision in place for any staff who do not meet the earnings threshold for statutory sick pay, payment of sick pay from day one of absence and payment of staff on the contract workforce who are off sick a replacement income of 100% of their usual earnings for as long as possible
    • Measures to support in-work progression to help people in the contract workforce, to move into higher paid work by developing new skills relevant to the contract
    • Support for the contract workforce by providing career advice, and providing opportunities for staff working on the contract with in-work progression career development into known skills shortages or high growth areas
    • Volunteering opportunities for staff
    • Understanding of the modern slavery risks and issues affecting the market, industry, sector or country (of origin or of source) relevant to the contract, and the workforce in the supplier’s own organisation and those of its key subcontractors
    • Measures to identify, mitigate and manage modern slavery risks relating to the contract and how these will be implemented

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 2: Skills for growth: Supporting growth sectors and addressing skills gaps.

    • Activities to support relevant sector related skills growth and sustainability in the contract workforce. Illustrative examples: careers talks, curriculum support, literacy support, safety talks and volunteering

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 3: Resilient, innovative and flexible supply chains: Support economic growth through enabling resilient businesses, opportunities for small businesses and voluntary, community and social enterprises

    • Understanding of the types of businesses in the market and the level of participation by new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutuals
    • Activities to identify opportunities to open up sub-contracts under the prime contract to a diverse range of businesses, including new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutuals
    • Plans for engaging a diverse range of businesses in engagement activities prior to appointing subcontractors (including activities prior to award of the main contract and during the contract term)
    • Measures to involve local stakeholders and/or users in design (e.g. in the design of services, systems, products or buildings)
    • Plans for positive actions with community groups.

  • Mission: Make Britain a clean energy superpower: To cut bills, create jobs and deliver security with cheaper, zero-carbon electricity by 2030, accelerating to net zero

    Policy Outcome 4: Sustainable procurement practices: Reducing carbon footprints, minimising waste, and promoting the use of clean energy and green technologies.

    • Understanding of opportunities for additional environmental benefits delivery in the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
    • Collaborative ways of working with the supply chain to deliver additional environmental benefits in the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
    • Delivery of additional environmental benefits through the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
    • Understanding of how to influence staff, suppliers, customers, communities and/or any other appropriate stakeholders through the delivery of the contract to support climate and nature protection and improvement
    • Activities to reconnect people with the environment and increase awareness of ways to protect and enhance it

  • Mission: Break down barriers to opportunity: By reforming our childcare and education systems, to make sure there is no class ceiling on the ambitions of young people in Britain

    Policy Outcome 6: Employment and training: For those who face barriers to employment

    • Delivery of training schemes and programmes to address any identified skills gaps and under-representation in the workforce for the contract (e.g. prison leavers, care leavers, kinship carers, disabled people)
    • Advertising, promotional and outreach activities designed to raise awareness of the offer to reach the target cohort
    • Inclusive and accessible recruitment practices, and retention-focused activities, including those provided in the Guide for line managers on recruiting, managing and developing people with a disability or health condition
    • Introducing transparency to pay and reward processes
    • Understanding of the issues affecting inequality in employment, skills and pay in the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors. Measures to tackle inequality in employment, skills and pay in the contract workforce

  • Mission: Build an NHS fit for the future: That is there when people need it; with fewer lives lost to the biggest killers; in a fairer Britain, where everyone lives well for longer.

    Policy Outcome 8: Increasing productivity through physical and mental wellbeing: In the supply chain and communities in the relevant area.

    • Understanding of issues relating to health and wellbeing, including physical and mental health, in the contract workforce
    • Inclusive and accessible recruitment practices, development practices and retention policies that support-focused activities including those provided in the Guide for line managers on recruiting, managing and developing which support people with a disability or health condition

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