Cinos

Cinos Mobile

Cinos Mobile, underpinned by EE, offers SIM cards for use by mobile / smartphones, tablets, PCs and IoT devices, or any other device that requires a mobile connection, together with a tailored range of subscription services including pay-per-use voice minutes, SMS and data, or bundled/all-inclusive voice minutes, SMS and data.

Features

• Underpinned by the UK’s most reliable network provider EE
• Fully managed and supported service by Cinos
• Easy to consume packaged options
• Mobile Data solutions for the mobile workforce
• Machine to machine / IoT solutions
• Native Fixed-Mobile-Convergence of unified communications and mobile services
• Centralised call accounting
• Optional call recording for the mobile workforce

Benefits

• Stay connected with 99% 4G coverage, 5G in more places
• Bring corporate and mobile telephony together with Fixed-Mobile-Convergence
• Ease of procurement based on user role
• Wi-Fi calling allows calls/texts even without a phone signal.
• Peace of mind with 24x7 service monitoring and support
• Maximum visibility with reporting and account of mobile calls
• Ensure compliance with account and recording of mobile calls
• Utilise existing handsets and devices, or procure new as require

£0.00 a unit

• Free trial available

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

• Modern Slavery statement

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

Framework

G-Cloud 13

Service ID

449140303402227

Contact

Jody Faulkner
07869370406
bids@cinos.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: Our mobile solution is fully conversant with other leading Communications providers of voice, video or Instant Messaging (IM), utilising standardised protocols.
• Cloud deployment model:
  • Public cloud
  • Private cloud
• Service constraints: The underlying platform is engineered to be highly resilient and can tolerate both unplanned component failure and planned maintenance activities. Cinos is committed to frequent and regular maintenance of the platform to ensure that the service delivers the highest levels of security and availability.
• System requirements:
  • When used on LAN: Voice VLAN, Quality of Service, CDP/LLDP-MED
  • Mobile devices (though these can be provided)
  • MDM platform (thought this can be provided)
  • Antivirus for mobile (though this can be provided)

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Our response times are based upon priority of the incident: ; ; P1 - Severe Business Impact - 15 minutes ; P2 - High Business Impact - 30 minutes ; P3 - Medium Business Impact - 2 hours ; P4 - Minor / no Business Impact - 4 hours ; P5 - Service Request / Service Query - 1 business day
• 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: No
• Onsite support: Onsite support
• Support levels: We offer varied Service Level Agreements based on deployment model: ; ; • The Service Level Agreement (SLA) for Standard Private or Community Cloud is 99.9% ; • The Service Level Agreement (SLA) for Cloud HA Private or Community Cloud is 99.99% ; • The Service Level Agreement (SLA) for Hybrid Cloud is 99.99%. ; ; There is no cost implication for the differing support levels; the support level is derived from the deployment model chosen. ; ; We provide a named Technical Account Manager for all of our customers, providing a point of escalation, a named contact for service queries and technical update / roadmap workshop sessions.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: In order to fully understand your business objectives and produce an appropriate design to fully meet requirements, we offer a number of workshops to gain a comprehensive understanding of your organisation. This information, combined with detailed benefits analysis enables Cinos to provide the perfect solution to meet your business need. ; ; While we have industrialised and standardised our approach as far as possible, we appreciate that each of our customers and their requirements are unique. Our typical on-boarding process follows a closely aligned PRINCE2 methodology which incorporates the following key stages: ; ; • Initiate and Assess ; ; • Plan and Design ; ; • Procure ; ; • Implement ; ; • Prepare ; ; • Handover and Transition ; ; • Benefits Realisation
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: In the event you wish to leave our service, we will meet all necessary obligations in order to enable a smooth transition of service, including the release of any software licenses to you. ; ; Service cessation should be initiated by request in writing, where we will be happy to work with you define a service cessation plan.
• End-of-contract process: In the event you wish to leave our service, we will meet all necessary obligations in order to enable a smooth transition of service, including the release of any software licenses to you. ; ; Service cessation should be initiated by request in writing, where we will be happy to work with you define a service cessation plan.

Using the service

• Web browser interface: No
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: N/A the service is a mobile phone/communications service
• Service interface: No
• User support accessibility: WCAG 2.1 AA or EN 301 549
• API: No
• Customisation available: Yes
• Description of customisation: Packages range from a simple handset and telephone number, voice and data, or data only connection, to fully integrated Fixed-Mobile Convergence (FMC) solutions which bring the corporate and mobile telephone numbers together to enable rich calling features from any device, in any location.; Our range of services include voicemail, and FMC integrated enterprise telephony services including extension (internal) dialling, call recording from any devoice, full call accounting, active call handoff (from the desk phone to mobile and mobile to desk phone) hunt groups, call pickup and more.

Scaling

• Independence of resources: In order to guarantee that users are not affected by the demands from other users, UKCloud uses resource reservations and shares such as internet bandwidth shaping. In addition, the capacity planning team ensure that usage in terms of all resources are constantly monitored and increased accordingly relating to user demand. ; ; Services provided by Cinos are multi-instance, rather than multi-tenant, meaning that each customer gets their own dedicated instance of the service.

Analytics

• Service usage metrics: Yes
• Metrics types: These metrics include average/max CPU usage, average memory usage, average disk write/read speed and disk provisioned/utilised for VMs in all regions
• Reporting types:
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

• Supplier type: Reseller providing extra support
• Organisation whose services are being resold: EE, Cisco

Staff security

• Staff security clearance: Conforms to BS7858:2019
• 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: 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: ‘IT Health Check’ performed by a CHECK service provider
• Protecting data at rest:
  • Physical access control, complying with CSA CCM v3.0
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Physical access control, complying with another standard
  • 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: Complying with a recognised standard, for example CSA CCM v.30, CAS (Sanitisation) or ISO/IEC 27001

Data importing and exporting

• Data export approach: Authorised users may export end user and configuration data from the service administrative interface. Exported data is typically downloaded as .CSV
• Data export formats: CSV
• Data import formats: CSV

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)
  • IPsec or TLS VPN gateway

Availability and resilience

• Guaranteed availability: We offer varied Service Level Agreements based on your deployment model: ; ; • The Service Level Agreement (SLA) for Standard Private or Community Cloud is 99.9% ; • The Service Level Agreement (SLA) for Cloud HA Private or Community Cloud is 99.99% ; • The Service Level Agreement (SLA) for Hybrid Cloud is 99.99% ; ; If the service level falls below the stated availability percentage (excluding Planned and Emergency Maintenance periods), customers will be eligible for Service Credits on affected Unified Communications and Collaboration applications only. Service Credits will be calculated as a percentage of the fees for the affected services for the monthly billing period during which the failure occurred (to be applied at the end of the billing cycle). ; ; The Service Credit for a Standard Deployment Model is 5% of the affected applications monthly spend. ; ; The Service Credit for a Cloud HA Deployment Model is 15% of the affected applications monthly spend. ; ; The Service Credit for a Hybrid Cloud Deployment Model is 5% of the affected applications monthly spend.
• Approach to resilience: Our service is deployed across a number of sites, regions and zones. Each zone is designed to eliminate single points of failure (such as power, network and hardware). Customers are encouraged to ensure their solution spans multiple sites, regions or zones to ensure service continuity should a failure occur.
• Outage reporting: All outages will be reported via email. Outages are identified as Planned maintenance, Emergency maintenance, and platform issues. In addition, the designated Technical Account Manager will proactively contact customers as appropriate.

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)
  • Limited access network (for example PSN)
  • Dedicated link (for example VPN)
  • Username or password
• Access restrictions in management interfaces and support channels: For online systems (e.g. Customer Portal & API interfaces), all users are required to have a unique username, password and memorable word combination. Customers may also use 2FA authentication tokens.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • 2-factor authentication
  • 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: Between 1 month and 6 months
• Access to supplier activity audit information: Users have access to real-time audit information
• How long supplier audit data is stored for: Between 1 month and 6 months
• How long system logs are stored for: Between 1 month and 6 months

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Bmtrada
• ISO/IEC 27001 accreditation date: 11 March 2016
• What the ISO/IEC 27001 doesn’t cover: No exclusions.
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: No
• 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: The Company is governed by an integrated suite of information security policies. Under the top level Information Security Policy itself are second-level documents with specific focus on Acceptable Use, Antivirus Protection, Asset Management, Business Continuity Management, Data Protection, Password Management, Personnel Management, Supply Chain Management and many others.

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: Cinos has documented configuration and change management policies and processes, which have been implemented, maintained and assessed in accordance with the guidance from ITIL v.3 and the current ISO20000 standard.
• Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Vulnerability management approach: Cinos has a documented vulnerability management policy and process, which have been implemented, maintained and assessed in accordance with the guidance from ITIL v.3 and the current ISO20000 and ISO27001 standards. Where technically possible, real-time updates and status reports are identified and sourced from credible vendor sources, which cover a significant proportion of our asset population. For other systems and software, assigned personnel have responsibility for regularly reviewing technical forums and specialist groups to promptly identify and evaluate any emerging patches or updates which require our attention.
• Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Protective monitoring approach: Our service is based upon Infrastructure as a Service. Following best practice from the National Cyber Security Centre, Cinos protects our platforms with enhanced protective monitoring services (SIEM), at the hypervisor level and below. It includes checks on time sources, cross-boundary traffic, suspicious activities at a boundary, network connections and the status of backups, amongst many others. All alerts are immediately notified to the Cinos NOC for prompt investigation.
• 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: Cinos has a documented incident management policy and process, which have been implemented, maintained and assessed in accordance with the guidance from ITIL v.3 and the current ISO20000 and ISO27001 standards. This activity is responsible for the progression of alerts generated by automated monitoring systems, issues identified by personnel, and incidents identified and reported. All incidents are promptly reported into a central ticketing system, which ensures that each is promptly assigned to an appropriate resource, and its progress tracked (and escalated, as required) to resolution.

Secure development

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

Public sector networks

• Connection to public sector networks: Yes
• Connected networks:
  • Public Services Network (PSN)
  • NHS Network (N3)
  • Joint Academic Network (JANET)
  • Health and Social Care Network (HSCN)

Social Value

• Fighting climate change:

  Fighting climate change

  In the delivery of this Service, Cinos are committed to fighting the climate catastrophe. Our Environmental Management System (EMS) is accredited to ISO14001 aligning to processes and procedures managing the impact of business activities to increase sustainability including measure and management of carbon footprint and carbon reduction. To achieve net-zero carbon and decarbonisation of our supply-chain we are; ; Only obtaining services, equipment and power from providers, manufacturers and vendors committed to environmental protection - Removing use of substances and processes that adversely affect the environment - Offsetting carbon emissions through Earthly which offsets carbon impact of the business through tree planting and forest protection - Using collaboration technologies to reduce physical travel and offset carbon emissions - Encouraging staff to cycle to work through, Cycle-to-Work scheme and secure storage - Recruiting locally and sourcing of local suppliers to reduce business travel requirements - Providing environmental training to influence behaviour in reducing waste and using resources efficiently - Designing and operating offices for maximum energy efficiency - Upgrading offices to HVAC, insulation, and other systems to reduce energy consumption and emissions - Removing diesel-powered vehicles, increasing use of electric or plug-in hybrid - Preventing technology from reaching landfill by safely decommissioning and recycling replaced hardware, refurbishing equipment for resale or donation - Alongside industry colleagues, identifying and driving better packaging behaviours and innovation within the industry, e.g. recycling pallets for Alpaca Houses - Participating in green initiatives supporting wider community e.g. working with the National Forest: https://www.cinos.net/our-company/going-green/ Cinos contributes towards our planting 2,022 tree target for every new project we are awarded. ; ; Through the lifetime of your engagement with Cinos, all stakeholders will contribute to our Environmental Policy and the delivery of this Social Value theme. We engage with all stakeholders regularly to measure our performance and update environmental policy accordingly.
• Covid-19 recovery:

  Covid-19 recovery

  Available on request.
• Tackling economic inequality:

  Tackling economic inequality

  Available on request.
• Equal opportunity:

  Equal opportunity

  In the delivery of this Service, Cinos will deliver Equal Opportunity in line with the Social Value Model as follows; ; As a Disability Confident employer, Cinos provide equality of opportunity for anyone with visible and/or non-visible disabilities. We ensure that our supply-chain share our values and disabled employees are fully-supported. Processes ensure we understand the issues affecting representation of disabled people in the workforce. We provide all speciality equipment for employees to fulfil their duties from any location so there are no barriers to any employee performing their role. ; Cinos provide employment opportunities for all, regardless of gender, age, ethnic-origin, religion, sexual orientation, or disability. We promote the principles of equality and diversity in all dealings and hold Investors-in-People (Gold) and Living-Wage accreditations. We offer a range of accessible opportunities within our recruitment process with working-conditions promoting an inclusive working environment, including flexible and remote working. We’re committed to providing a working environment free from discrimination.; We support all employees in upskilling and progressing in their career with training budget allocated to every individual, alongside quarterly appraisals. Everyone has equal access career-development opportunities aligned to experience and ability. We take appropriate positive-action measures to provide specialised training and support for groups that are under-represented in taking-up training and career-development opportunities. Our apprenticeship program provides employment and training for candidates from local colleges and universities resulting in a job offer. ; Cinos are committed to the avoidance of Modern-Slavery within our organisation and supply chains. We only work with suppliers who have embedded sustainable and ethical practices within their organisation; reporting in line with the UN Guiding Principles Framework and the Modern-Slavery Act and ensuring that our commitment to delivering social benefits and upholding human rights is disseminated through our Impact Report, Modern-Slavery Act statement and Sustainable Procurement Policy.
• Wellbeing:

  Wellbeing

  Available on request.

Pricing

• Price: £0.00 a unit
• Discount for educational organisations: No
• Free trial available: Yes
• Description of free trial: Cinos offers a time limited no commitment, free trial of our service, which may be supported by equipment loan where necessary. All features are available within the trial. Trials are typically limited to 90 days.

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

• Modern Slavery statement

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