NG Bailey IT Services Limited

NG Bailey Cloud Communications (UCaaS)

NG Bailey offers Unified and Contact Centre Communications with SIP services.

Our Services are delivered with varying hosting options including Private, Public and Hybrid Cloud.

Working with world leading providers such as, Gamma, Ring Central and Mitel.

Our Services can be integrated with Microsoft, Amazon or Google Platforms

Features

• Unified Communications using Softphone, IP Handset, iOS, Android Devices
• Collaboration for Video,Voice,Chat on a single platform
• Group and Personal Auto Attendant with Simple IVR
• Presence and availability
• Multi media meetings incorporating video,voice, file sharing and whiteboard
• Webinars, Town Hall meetings and Broadcasts
• Mobility Apps across multiple platforms
• Video Conferencing
• Screen Sharing

Benefits

• Reduce Costs, Improve Productivity,Improve Resilience,Reduce Complexity
• Interact with Colleagues, Customers and the Public with one interface
• Maximise productivity from your skilled workforce
• Enable staff to work from anywhere
• Enhance user experience and support staff retention and wellbeing
• Proactive Monitoring with ITIL based processes
• Reliability, security and future proofing built in
• Creates and Agile workforce and flexible working environment
• Consistent user experience across all devices
• Real Time Communication for users and customers

£14.89 to £200.00 a user a month

• Education pricing available

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  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 David.Stonehouse@ngbailey.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

429546210571811

Contact

David Stonehouse
07971157841
David.Stonehouse@ngbailey.co.uk

Service scope

• Software add-on or extension: Yes, but can also be used as a standalone service
• What software services is the service an extension to: NG Bailey Cloud Communications (UCaaS) operates standalone but can integrate into multiple software services such as: Call Recording, CRM,Business Intelligence platforms,Teams,Google,Office 365,Call Logging and bespoke integration utilising REST API
• Cloud deployment model:
  • Public cloud
  • Private cloud
  • Community cloud
  • Hybrid cloud
• Service constraints: This service does not currently have any known constraints on the availability of the services that buyers need to be aware of.
• System requirements:
  • A Stable and high speed Internet Access Service
  • Secure Client Access
  • Software deployed client, IP Handset or Headset
  • A PC/Laptop/Mac which supports the defined Web Browsers
  • Mobile/Tablet device running Android or iOS

User support

• Email or online ticketing support: Yes, at extra cost
• Support response times: NG Baileys Cloud Support Centre would look to respond to questions within 1 hour. For more complex questions the response would be the next working day; ; Any questions relating to the Service Level agreement will be responded to within the nominated service response time; ; NG Baileys Cloud Support Team would look to answer telephone calls for Priority 1 thru 4 within 5 minutes with response and fix within agreed SLA's for the specific service bought by the customer
• 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: Yes, at an extra cost
• 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: Our Cloud Communications CHAT service is deployed using technologies such as JAWS to deliver assistive technology which is tested and can be downloaded or provided by NG Bailey at a cost but would typically be deployed by the end user.
• Onsite support: Yes, at extra cost
• Support levels: NG Bailey provides 1st line support to all of our customers for this service via our Cloud Support Centre within the UK and this support is available 24/7/365.; ; This support is available via Telephone, Email and Web Chat; ; There would be a cost model to have enhanced support and we offer a range of SLA's from Priority 1 to Priority 4, please refer to our pricing document; ; We can provide a technical account manager a cloud support engineer or a service delivery manager to the customer upon request but this would at additional cost
• Support available to third parties: No

Onboarding and offboarding

• Getting started: NG Bailey IT Services provide a point of contact to support the user with the transition and deployment of the service. The user is issued with electronic user guides and tutorials to enable and start using the service. NG Bailey also provide options to the service for onsite or remote training and for additional professional services if required
• Service documentation: Yes
• Documentation formats:
  • HTML
  • ODF
  • PDF
• End-of-contract data extraction: NG Bailey will provide the customer with an export of any relevant user data that has been held in the system. This export will be issued to the customer at the end of the contract period where requested
• End-of-contract process: When the contract ends and where the customer wants to transition and move away from our service then we would support that transition. The transition would be chargeable on a day rate basis and that day rate would be £750 per day. The requirement and total number of days would be agreed with the customer once there is confirmation of the level of support required to allow the customer to transition to the new supplier/service providor.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
• 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: NG Bailey value the user experience and our cloud communications service would look, feel and operate the same across both mobile and desktop services.
• Service interface: Yes
• User support accessibility: WCAG 2.1 AA or EN 301 549
• Description of service interface: NG Bailey would undertake the majority of the administration but we do offer a restricted administration capability for users to undertake simple Adds, Moves and Changes such as: Changing Extensions, Programme Keys, Hunt Groups, Ring Groups etc.
• Accessibility standards: WCAG 2.1 AA or EN 301 549
• Accessibility testing: The service offering is Web Browser based so is compatible with JAWS and other assistive technology products. NG Bailey can provide the JAWS product at additional cost but typically the end user would provide this capability
• API: No
• Customisation available: Yes
• Description of customisation: NG Bailey Cloud Communications users can customise the way they communicate by changing call configurations, call flows as well setting up devices and the actual user interface.; ; This customisation capability is available via Application and browser interface; ; Customisation is available at both a user level for basic changes and to administrators with privileged access and training

Scaling

• Independence of resources: Each customer service is connected to the service platform utilising independent connectivity and we deploy multiple connections into the chosen cloud platform for bandwidth and resilience. The service hosting is deployed using resources with built in head room and this demand is continually monitored against future demand and current utilisation which ensures there are no bottlenecks and that increased capacity is deployed as the volume and take up of services increase; ; The service is deployed with resources such as CPU,Memory and disk storage dedicated to the specific end customer users

Analytics

• Service usage metrics: Yes
• Metrics types: NG Bailey will provide the following service metrics:; ; Call Analysis, Call Flows, Call Volumes, Security Breaches, Advanced management information relating to call handling such as productivity, call patterns and caller behaviour, Inbound and Outbound reporting down to user level and Toll Fraud.
• 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,Ring Central,Microsoft,Mitel,Talk Talk Business,PXC,AudioCodes,Redbox,Tiger

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: Up to 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: 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:
  • Physical access control, complying with CSA CCM v3.0
  • Encryption of all physical media
• Data sanitisation process: Yes
• Data sanitisation type:
  • Explicit overwriting of storage before reallocation
  • Deleted data can’t be directly accessed
• Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v.30, CAS (Sanitisation) or ISO/IEC 27001

Data importing and exporting

• Data export approach: NG Bailey will work with the customer on a case by case basis to export any required data from the service platform. NG Bailey will export this data on the customers behalf and provide it in a format that is appropriate to the service being provided
• 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)
  • IPsec or TLS VPN gateway
  • Legacy SSL and TLS (under version 1.2)
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Legacy SSL and TLS (under version 1.2)

Availability and resilience

• Guaranteed availability: NG Bailey provide a minimum availability of 99.99% for the core service elements and this can be agreed with the customer to be measured on either a quarterly or Annual basis and against the service overall; ; If the service level for availability is breached against this agreement then service credits would be applicable although the nature of the service affected and the users impacted would need to be reviewed and typically a bespoke support metric would be defined and agreed
• Approach to resilience: NG Bailey can make this information available upon request
• Outage reporting: NG Baileys Cloud Support team and Network Operations Team are continually monitoring the services. ; ; Should an outage or service impact occur then the platform will report to that team for review and resolution; ; Depending on the impact and severity of the outage then customers would be notified by either phone call or email; ; A report showing the outages across a month or a quarter can be issued to the customer and reviewed at any monthly service reviews.; ; We can give access to a personal dashboard service for specific customers if requested as part of any service build

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Dedicated link (for example VPN)
  • Username or password
• Access restrictions in management interfaces and support channels: NG Bailey would define at the start of the service key users who would be defined as "Authorisers" who can log requests for changes to the service.; ; An authorised user would have access to log updates and close tickets working with our Cloud Hosting Support Team.; ; We would not accept change requests via Telephone or email and would push any unauthorised requests back to the customer; ; The authorised users would have secure access via secure log and we do not allow for shared log in access to the change platform
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Dedicated link (for example VPN)
  • 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: User-defined
• Access to supplier activity audit information: Users contact the support team to get audit information
• How long supplier audit data is stored for: User-defined
• How long system logs are stored for: User-defined

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Alcumus ISOQAR
• ISO/IEC 27001 accreditation date: 27/03/2023
• What the ISO/IEC 27001 doesn’t cover: This is Not Applicable
• 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: NG Bailey IT Services deploy methodologies and Information Security Management Systems as part of our ISO 27001 accreditation and we are audited against this. We are also aligned with ISO 22301:2019.; ; Our Group Security Manger is responsible for maintaining information security and they are directly accountable to the Chief Operating Officer.; ; Our policy covers but is not limited to the following key areas:; ; Group Legal: GDPR Policy and procedures.; ; Group ICT: ICT Security Manual, Mobile Device Policy, Classification Policy, Cyber Essentials & Cyber ; Essentials Plus certification.; ; Group HR: Pre-employment screening, Terms and conditions of employment, Disciplinary procedures. ; ; Security and Resilience: Business Continuity, Personnel Security (Government Vetting).; ; Audit and Assurance: Risk Management Framework; ; Information security education and awareness training is a component part of information security. As a minimum, all NG Bailey staff complete:; • GDPR awareness training (at onboarding defined within the GDPR policy); • Digital Safety Training as continual e-learning (annually); ; The following information security awareness sessions are undertaken: ; • Bi-Monthly Security Liaison Group: chaired by the Group Security Manager for anyone with security responsibilities. ; • Quarterly ISMS workshops: chaired by the Group Security Manager, focusing on individuals who are actively managing ISMS requirements

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: The Cloud Communications service is a managed with methodologies and processes that are aligned within ITIL for configuration and change management with a change approval board in place for all components or changes to the service platform and this is also aligned with our quality process under ISO 9001 and our Security governance under ISO 27001; ; We manage all of the assets and resources within our CMDB platform
• Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Vulnerability management approach: NG Bailey continually assess software and firmware across the deployed services, both by assessment of vendor product and security release notes as appropriate or our Release Management Tool.; ; The tool monitors firmware and software revisions at the latest release using CMDB as a source for the existing release levels, which is updated on a regular basis.; ; We assess the releases and our policy is to ensure that security breaches and updates are deployed immediately ; ; Non critical releases are deployed if it is to resolve a known issue or following consultation with the customer
• Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Protective monitoring approach: NG Bailey deploy a proactive management platform that is continually polling and recording/logging events such as specific Traps (SNMP, System Alarms, Sys Log/Log file access to protect against credential theft, account impersonation,bandwidth impacts as a subset of the over arching protective monitoring we undertake; ; Events and alerts are immediately flagged as tickets to our 3rd line Cloud Support Specialists.; ; These events are resolved as a priority 1 and updates are managed and deployed with the appropriate updates and information being issued to the end user.; ; We would expect to respond to incidents of this nature within a matter of minutes
• 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: NG Bailey provides access to a knowledge base portal which has defined articles and templates which can be used for common issues and be self service to a degree; ; Incidents would be reported and logged as tickets to our Cloud Service team. Incidents can be logged via telephone calls, email or where created via a customer bespoke portal; ; Incident reports would be made available to the end user within the agreed schedule of reporting as defined in the specific service schedule and presented by our service manager.

Secure development

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

Public sector networks

• Connection to public sector networks: Yes
• Connected networks: Joint Academic Network (JANET)

Social Value

• Social Value:

  Social Value

  • Fighting climate change
  • Covid-19 recovery
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  NG Bailey takes climate change and environmental and social responsibility seriously as an organisation and we have a commitment to Net Zero Carbon and Zero Waste by 2050. We actively work within Scope 1, Scope 2 and Scope 3 and our commitment is to achieving this target; ; Our Cloud Communications services allows customers and their employees to work and collaborate effectively and productively whilst eliminating the requirement for regular travel.; ; Features of the service allow customers to also federate and work with their clients in an interactive environment and reduces the necessity to travel regularly to client premises; ; This interaction using the cloud service reduces the carbon footprint and emissions from user vehicles, public transport vehicles and other modes of transport

  Covid-19 recovery

  NG Bailey Cloud Communications has been utilised extensively by customers to provide effective collaboration and interaction services whilst allowing employees and organisation to maintain contact, fulfil their job roles and ensure that companies can survive and trade and utilise their workforce effectively whilst allowing people the ability to isolate and protect themselves and vulnerable family but continue to work and contribute to their role; ; NG Bailey is helping to support inclusion and diversity in the virtual workplace, allowing individuals to consider roles for a whole range of local and national employers, for whom they might have been considered ill-suited because of childcare commitments, commuting time or distance, disability or illness

  Tackling economic inequality

  NG Bailey is a technology business, in a high growth sector, through our non-location specific, cloud-based solutions we are enabling a broader range of recruitment opportunities not only for our own business, but for those departments and agencies moving to Government Hub working

  Equal opportunity

  The advantage of NG Bailey Cloud Communications is that it will allows organisations to recruit personnel with a greater degree of flexibility in terms of accessibility, geographical or travel limitations, health shielding challenges and to be part of an active and engaged workforce

  Wellbeing

  NG Bailey Cloud Communications allows users to work in a more balanced way and choose how to interact with their colleagues, external partners and customers and to engage with their managers to allow for a more balanced lifestyle. Enabling people to work at home and be able to be close to schools for drop off and pick up, reduce travel and reduce the amount of stressful commuting and reduce the weekly cost of commuting. This all contributes to a more balanced lifestyle and supports the individual approach to wellbeing having choices of how to work and engage

Pricing

• Price: £14.89 to £200.00 a user a month
• Discount for educational organisations: Yes
• Free trial available: No

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  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 David.Stonehouse@ngbailey.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.