FUSION TELECOM LTD

PayGuard®

PayGuard® helps merchants to take secure debit and credit card payments, real-time bank transfer (Open Banking) payments and Direct Debit payments. PayGuard eliminates fraud and charge backs, lowers transaction fees and ensures companies are always fully compliant with the PCI DSS.

Features

• Credit and Debit card payments.
• Future and Recurring payments.
• Direct Debit payments.
• Faster payments (Open Banking).
• Multi-currency.
• DTMF technology for PCI compliant payments (using phone keypad).
• IVR payments - Automated Payment Line.
• Multi-channel payments - phone, web-chat, WhatsApp, social media, email, SMS.
• 3D Secure payments.
• Integration with CRM, Order Management Systems, ERPs, etc.

Benefits

• Ensure full compliance with the PCI DSS.
• Eliminate chargebacks.
• Reduce Fraud.
• Majorly reduce transaction costs.
• Ensure full compliance with PSD2 and SCA.
• Integrate with existing payment gateway(s).
• Stay compliant with FCA MiFID 2.
• Automate future payments. Avoid having to chase customers for payment.
• Receive payment funds instantly.
• Partner with payment experts. Stay compliant with future payment regulations.

£15.00 to £149.00 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 ben@fusiontelecom.co. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 13

Service ID

445968590829092

Contact

ben@fusiontelecom.co
03333660560
ben@fusiontelecom.co

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: PayGuard is used in conjunction with PBX, CRM, OMS, ERP, payment gateways and other PSPs. All technology required to use PayGuard can be provided by Fusion Telecom (the company behind PayGuard), or alternatively, PayGuard can integrate with existing technology.
• Cloud deployment model: Public cloud
• Service constraints: N/A
• System requirements: N/A

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Our dedicated Clients team will be the main point of contact for both support issues and change requests. For which, emails are responded to within the hour. Clients are never transferred or referred to another department, as escalations are carried out by the Clients team on behalf or the client. Emergency out of hours support is also available, full details of which can be found in our Service Level Agreement - https://payguard.co/agreements/
• User can manage status and priority of support tickets: No
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: No
• Onsite support: Yes, at extra cost
• Support levels: PayGuard prides itself on offering great customer support. We have a Trusted Partnerships policy, meaning clients are given a dedicated account manager, to ensure that we are working to your best advantage over the long term.; ; As PayGuard is fully developed and maintained in house, all levels of support will remain with Fusion Telecom (the company behind PayGuard). Any escalations required will be made on your behalf by the clients team.; ; For more details about our SLAs, please see our website - https://payguard.co/agreements/
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: New clients are assigned with a Project Manager (PM), who will arrange a meeting with the client to confirm the requirements and PayGuard set up. The PM will provide regular updates during the onboarding process. Training will be provided along with a user guide, prior to the go live.
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: Data can be extracted via CSV or Excel from the PayGuard user interface at any time. Further information, which is not available from the interface, is available upon request from Fusion Telecom.
• End-of-contract process: Following the initial term of the contract, the client can terminate the contract by providing Fusion Telecom with 6 calendar months notice in writing.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: N/A
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: The service interface is used by agents to take payments from their customers. The user interface can be accessed from a web browser as a standalone system, or from within another system via an iFrame or full integration.; ; Managers and admin staff also use the service interface for reporting and reconciliation.
• Accessibility standards: None or don’t know
• Description of accessibility: When accessing the interface from a web browser, users can take card and open banking payments in most currencies, set up future and recurring payments, process refunds and filter and export data for reporting.
• Accessibility testing: N/A
• API: Yes
• What users can and can't do using the API: Our APIs have been developed to help you to use PayGuard within your current process and systems for taking payments. For information about our APIs, please visit our website here - https://payguard.co/api/
• API documentation: Yes
• API documentation formats: Open API (also known as Swagger)
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: PayGuard can be white labelled to suit your needs, and most fields within PayGuard are customisable. Customisations are discussed and approved by both parties during the sales and installation process.

Scaling

• Independence of resources: As PayGuard is based in AWS, we have many scalability options which allow us to quickly adapt resources to an ever changing environment. PayGuard has alerting systems which function based on set thresholds, which increase resources when necessary.

Analytics

• Service usage metrics: Yes
• Metrics types: Users can view their usage via PayGuard's History page. On the History page, users will be able to view a full suite of transaction data and related information.
• Reporting types:
  • API access
  • Real-time dashboards
  • Reports on request

Resellers

• Supplier type: Not a reseller

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: Another external penetration testing organisation
• Protecting data at rest:
  • Encryption of all physical media
  • Scale, obfuscating techniques, or data storage sharding
• Data sanitisation process: Yes
• Data sanitisation type:
  • Explicit overwriting of storage before reallocation
  • Deleted data can’t be directly accessed
• Equipment disposal approach: A third-party destruction service

Data importing and exporting

• Data export approach: Users can export their data from the user interface via CSV or Excel. Further information, which is not available from the interface, is available upon request from Fusion Telecom.
• Data export formats: CSV
• Data import formats: CSV

Data-in-transit protection

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

Availability and resilience

• Guaranteed availability: We guarantee an uptime of 99.5%. However, our actual uptime percentage is 99.9996%. This percentage is based on the amount of time PayGuard has been inoperable for more than one customer during working hours over the last 3 years.
• Approach to resilience: PayGuard is based in the AWS United Kingdom Region, which has multiple Availability Zones (AZs). This world leading cloud infrastructure technology platform (since 2006), has allowed us to deploy PayGuard across multiple AZs in the same region for fault tolerance and low latency. AZs are in different geographical locations, and are connected to each other with fast, private fibre-optic networking, enabling PayGuard to automatically fail-over between AZs without interruption, which is large part of why we have negligible downtime.
• Outage reporting: Should Fusion Telecom become aware of an outage, any potentially affected clients will be alerted via email straight away.; ; Following the event of an outage, Fusion will complete an Incident report. Our target is to deliver this within two working days of an incident. This report contains a Root Cause Analysis (RCA) as well as a Post Incident Analysis covering steps taken to mitigate or avoid a future incident of the same nature.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
• Access restrictions in management interfaces and support channels: PayGuard has an advanced permission system to restrict certain access to specific users. This allows management to view reporting that other users don't have access to.
• 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: 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: At least 12 months

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: BRITISH ASSESSMENT BUREAU LTD
• ISO/IEC 27001 accreditation date: 31/07/2022
• What the ISO/IEC 27001 doesn’t cover: N/a
• ISO 28000:2007 certification: No
• CSA STAR certification: Yes
• CSA STAR accreditation date: 03/25/2022
• CSA STAR certification level: Level 1: CSA STAR Self-Assessment
• What the CSA STAR doesn’t cover: N/a
• PCI certification: Yes
• Who accredited the PCI DSS certification: IntaForensics Limited
• PCI DSS accreditation date: 13/05/2022
• What the PCI DSS doesn’t cover: N/a
• 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:
  • CSA CCM version 3.0
  • ISO/IEC 27001
• Information security policies and processes: The latest version of Fusion's Internal Security Policy is available upon request.

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 Configuration and change management approach is contained within Fusion's Security Policy & Procedures v1.5.1 document. This is available on request.
• Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Vulnerability management approach: The vulnerability management process is contained within Fusion's Security Policy & Procedures v1.5.1 document. This is available on request.
• Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Protective monitoring approach: The Protective monitoring approach is contained within Fusion's Security Policy & Procedures v1.5.1 document. This is available on request.
• 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: The Incident management approach is contained within Fusion's Security Policy & Procedures v1.5.1 document. This is available on request.

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

• Fighting climate change:

  Fighting climate change

  Fusion is committed to support the global efforts in Fighting climate change. ; A current partnership in supporting the world's oceans with the Padi Aware foundation is in place
• Covid-19 recovery:

  Covid-19 recovery

  Fusion is committed to support the global efforts of Covid-19 recovery
• Tackling economic inequality:

  Tackling economic inequality

  Fusion is committed to tackling economic inequality through a variety of methods, including regular reviews of it's recruitment policies.
• Equal opportunity:

  Equal opportunity

  Fusion is committed to equal opportunity. The business has been developed with a 'Work from Anywhere' approach that opens up opportunities with it's flexible working policy.
• Wellbeing:

  Wellbeing

  Fusion is committed to maintaining the Wellbeing of it's colleagues, staff, employees and partners. Regular events are planned through the social committee to encourage in-person get togethers.

Pricing

• Price: £15.00 to £149.00 a licence
• Discount for educational organisations: Yes
• Free trial available: Yes
• Description of free trial: Clients can trial some features of PayGuard for a limited time, to see how PayGuard would fit in with current services and processes.

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 ben@fusiontelecom.co. Tell them what format you need. It will help if you say what assistive technology you use.