CenturyLink Communications UK Limited

Colt Cloud Communications

Cloud Communications is an open standards hosted service providing a telephony based Unified Communications service. Customers can have the ability to evolve into a full unified communications experience, at a time and pace to suit as they further develop and realise their “Digital Transformation” strategies.

Features

• Self-service portal
• Webex calling, Messaging and meetings
• Desktop phone, DECT, mobile and desktop client user devices
• Analogue Gateway option
• MS Teams integration
• Multi CODEC options
• Call Recording
• Real Time reporting and Analytics
• Contact Centre
• 100+ PBX type features plus Webex UC

Benefits

• Access from any device and location
• Collaborate from any location
• Single Number Reach
• Wi-Fi calling
• self serve capability providing real time changes

£5 to £16 a user a month

• 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 conor.mcevoy@colt.net. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

452502314103160

Contact

Conor McEvoy
07917 077693
conor.mcevoy@colt.net

Service scope

• Software add-on or extension: No
• Cloud deployment model: Hybrid cloud
• Service constraints: Scheduled Maintenance windows ; Colt approved devices
• System requirements:
  • Minimum windows 7 service pack 1
  • MacOS 10.12 and later on a supported Mac
  • Web browser for self serve portals

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Dependent upon SLA
• 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: Support is provided via the Service desk on a 24x7x365 basis at a service availability level of 99.99%. Total loss of service restoration time is 4 hours with impaired service incidents being restored next business day. A Customer Support Manager is assigned to accounts with additional tailored support available depending upon needs.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: When a customer is onboarded to the platform guidance will be provided to define and build the user configuration data template for initial deployment. This is usually conducted by a face to face workshop type session. Following deployment, on site user or train the trainer training is available.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: Data can be accessed through the portal which will provide the customer with user types, numbers and devices connected via a report or number of reports. Individual user configuration e.g. call forwards, manager secretary etc is stored but not downloadable.
• End-of-contract process: Contract can either be extended, new contract let to Colt or Colt will provide an exit plan to enable smooth transition which may have chargeable activities

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
• Application to install: Yes
• Compatible operating systems:
  • Android
  • IOS
  • MacOS
  • Windows
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: The desktop and mobile clients are very similar in their look, feel and functionality. Both clients have access to the same features and are able to configure features such as call forward directly. Both clients search local directories as well as the Cloud Communications directory so directory search returns may differ between mobile and desktop clients and fixed phones
• Service interface: Yes
• User support accessibility: WCAG 2.1 AAA
• Description of service interface: The service is accessed for use via either a Webex desktop or mobile client or a traditional handset.
• Accessibility standards: WCAG 2.1 AAA
• Accessibility testing: Cisco are the developers of Webex and have conducted testing on windows 11 with Freedom Scientific's JAWs screen reader v2022, Microsoft Accessibility Options and standard keyboard.
• API: No
• Customisation available: Yes
• Description of customisation: The Colt Cloud Communications service is configurable by Customer administrators to apply different features and configuration to users, and sites. This is achieved via the self serve portal. In addition optional services such as collaboration and analytics can be adopted and applied via the portal.

Scaling

• Independence of resources: The service is monitored for usage and in the event of 80% utilisation, Colt's capacity management policy will take effect.

Analytics

• Service usage metrics: Yes
• Metrics types: Customers can utilise numerous real-time and historical reports and create their own customised reports around agent call handling, contact centre performance and any other SLA the customer is measured by.
• 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: Cisco Webex, Akixi Analytics, Dubber Call recording, Poly Devices, AudioCodes

Staff security

• Staff security clearance: Other security clearance
• 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
• Data sanitisation process: Yes
• Data sanitisation type: Explicit overwriting of storage before reallocation
• 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: Data can be accessed through the portal which will provide the customer with user types, numbers and devices connected via a report or number of reports. Individual user configuration e.g. call forwards, manager secretary etc is stored but not downloadable.
• Data export formats:
  • CSV
  • Other
• Other data export formats: XLS
• Data import formats: CSV

Data-in-transit protection

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

Availability and resilience

• Guaranteed availability: The Cloud Communications service, excluding the Portal, will be available for Endpoint registration within the Service Boundary 24x7x365(6), 99.99% of the time. Scheduled Maintenance window of between 00:00 to 06:00 Sunday will be set aside to conduct planned maintenance activities e.g. software updates and is excluded from the Service Levels
• Approach to resilience: The Cloud Communications platform is housed in dual, fully virtualised, secure datacentres. Each core server is replicated into each datacentre with capacity in each sufficient to function independently. SIP PSTN connectivity is also replicated across each datacentre. Should the primary node fail automatic authentication to the secondary node is achieved.
• Outage reporting: Monitoring of servers and services is continuously assessing the functionality of the platform with any alarms being output to the service centre for investigation. Each alarm case is prioritised dependent upon the severity of the detected error.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Username or password
• Access restrictions in management interfaces and support channels: The management portal utilises username and password to control access with a set of mandatory password credentials e.g. minimum length. Multi factor authentication is applied to each user.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • 2-factor authentication
  • 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: 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: Schellman
• ISO/IEC 27001 accreditation date: 30/06/2017
• What the ISO/IEC 27001 doesn’t cover: N/A
• ISO 28000:2007 certification: No
• CSA STAR certification: Yes
• CSA STAR accreditation date: 29/06/2015
• 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: Schellman
• PCI DSS accreditation date: 25/10/2017
• What the PCI DSS doesn’t cover: Specific customer environments – The certification is of Colt's vendor as a service provider. The ROS and AOC are available on request.
• Cyber essentials: No
• Cyber essentials plus: No
• Other security certifications: Yes
• Any other security certifications: PSN Customer Certified

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: COLT follows a comprehensive information security policies that covers various aspects of organizational security measures like Access Control, Cryptography, Data classification and much more

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Comply with ISO20000-1
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Colt has a comprehensive vulnerability and patch management standard based on ISO principles and are followed across the organization; When a vulnerability is discovered: ; - Colt will arrange a meeting with the provider and understand it's risk and potential resolution time: ; - Customers are then advised the vulnerability exists ; - Once resolution is discovered a planned work window is created and customer advised of the timelines (normally happen ooh) ; - Resolution is put in place and customers are warned of the correction being in place; ; Process normally takes up to 2 weeks.
• Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Protective monitoring approach: Comply with ISO20000-1 and ISO/IEC 27001 ; Colt has a dedicated team of security experts who look after both security incidents and also proactively respond to the incidents before any potential compromise. CSOC, threat Intel and security incident response team.
• Incident management type: Supplier-defined controls
• Incident management approach: Threat detection and prevention systems are strategically placed within Colt to inspect network traffic for malicious activity. These methods provide the basis for the CIRT Program to gain visibility throughout the enterprise environment to detect cyber threats and respond accordingly.; Security operations will conduct incident scope identification, containment, remediation, and recovery actions. The CIRT Program assures the business of rapid detection and response to cyber threats and limits risk associated with data exposure or loss of services to customers. Incidents can be reported by portals and phone. Reports are generated as part of the post incident process with lessons learned.

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: Public Services Network (PSN)

Social Value

• Social Value:

  Social Value

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

  Fighting climate change

  Climate change is a key pillar of our corporate sustainability strategy. As a large company with worldwide activities, we want to lead by example when working with our suppliers, partners, customers and communities to reduce our impact on the environment. In 2023, Colt Group received approval from the SBTI for our updated near-term science-based target (SBT). These targets are now set on a baseline that includes Well-To-Tank (WTT) emissions for relevant Scope 3 categories and splits the emissions by two different entities: Colt and Colt DCS. We also submitted a long-term net-zero target for 2045, aligned to the new SBTi net-zero standard.; ; Colt Group's main initiatives to achieve our net-zero target include committing to procure renewable power and achieve 100% Scope 2 renewable electricity for all sites globally by 2030. We will reduce indirect emissions by finding alternatives to travel and encourage colleagues to choose better travel options for the environment. We are also decarbonising our in-house fleet through electrification and investing in green innovations such as Carbon Capture and Storage, as well as focusing on circularity initiatives to reduce waste within our network. We run a dedicated supplier programme covering a wide ESG agenda with a special focus on our top suppliers in terms of emissions. To achieve our Scope 3 target, we have committed to engage with 93% of our suppliers by emissions (covering purchased goods and services and capital goods) to set Scope 1 and 2 science-based targets approved by Science Based Target Initiative (SBTi) by 2025.; ; Colt Group's current targets do not include the Lumen EMEA assets acquired in 2023: The acquisition has been finalised and we are in the process of integrating teams and their data. The integration of data and subsequent resubmission of Science Based Targets is planned in 2024/25.

  Covid-19 recovery

  Colt was very proactive in supporting customers during the Covid-19 epidemic and has continued to support customers and employees during the subsequent recovery phase.

  Tackling economic inequality

  Colt’s Diversity, Equity & Inclusion (DEI) strategy is to build an innovative, great and inclusive place to work. We have four DEI pillars:; ; • Governance & Impact - Ensure we have the governance in place to deliver on our inclusion goals and we collaborate for wider impact that we develop our leaders as inclusive role models.; • Leadership & culture – develop our leaders as inclusive role models and drive an inclusive culture where we can harness diversity of thought for greater success.; • Diverse Representation - Improve the diversity of our workplace, ensuring we represent the communities that we serve.; • Equitable Business Practices - Employ equitable business practices that improve the employee experience and affect positive change in the wider world.; ; Our Global Diversity, Equity & Inclusion policy makes our approach clear and explains our governance structures and our commitment to equal opportunities. It also outlines our zero tolerance approach to discrimination, bullying and harassment. One of the ways we ensure equal opportunities is by building inclusion into our people processes from the beginning. We have worked to make our recruitment process more inclusive by introducing a tool to reduce bias in language used in job adverts. We’ve also introduced training for hiring managers and checklists to be used to mitigate bias when hiring. We also raise awareness of bias during other people process such as performance management and make clear how managers need to be aware and mitigate for bias by inviting diverse thoughts and positive challenge from their peers. ; In addition, we have a five year strategy to improve accessibility within the company – both physical and digital accessibility. This also covers how we communicate and our employee and customer journeys. This is available publicly on our website.

  Equal opportunity

  Colt’s Diversity, Equity & Inclusion (DEI) strategy is to build an innovative, great and inclusive place to work. We have four DEI pillars:; ; • Governance & Impact - Ensure we have the governance in place to deliver on our inclusion goals and we collaborate for wider impact that we develop our leaders as inclusive role models.; • Leadership & culture – develop our leaders as inclusive role models and drive an inclusive culture where we can harness diversity of thought for greater success.; • Diverse Representation - Improve the diversity of our workplace, ensuring we represent the communities that we serve.; • Equitable Business Practices - Employ equitable business practices that improve the employee experience and affect positive change in the wider world.; ; Our Global Diversity, Equity & Inclusion policy makes our approach clear and explains our governance structures and our commitment to equal opportunities. It also outlines our zero tolerance approach to discrimination, bullying and harassment. One of the ways we ensure equal opportunities is by building inclusion into our people processes from the beginning. We have worked to make our recruitment process more inclusive by introducing a tool to reduce bias in language used in job adverts. We’ve also introduced training for hiring managers and checklists to be used to mitigate bias when hiring. We also raise awareness of bias during other people process such as performance management and make clear how managers need to be aware and mitigate for bias by inviting diverse thoughts and positive challenge from their peers. ; In addition, we have a five year strategy to improve accessibility within the company – both physical and digital accessibility. This also covers how we communicate and our employee and customer journeys. This is available publicly on our website

  Wellbeing

  At Colt we prioritise the wellbeing of our employees by offering a comprehensive range of initiatives and support systems. In every country where we operate, we provide an Employee Assistance Programme to ensure that our employees have access to confidential counseling and support services when needed. Additionally, we have established a global network of Mental Health First Aiders who are trained to provide initial support and assistance to colleagues facing mental health challenges. Moreover, our Health & Safety team works diligently to maintain safe working environments and provide essential training, including rolling out first aiders to all of our offices. Working in tandem with our Business Continuity team, we are committed to maintaining operational resilience and ensuring continuity of support even in challenging circumstances. Guided by a global wellbeing policy, our organisation fosters a culture of support and inclusivity, with resources, information, and educational materials available through our Wellbeing Academy and intranet page. We empower employee networks and global employee ambassadors to lead wellbeing-related events, sessions, and initiatives, fostering a culture of support and inclusivity within Colt. Furthermore, our CSR team is committed to giving back to the communities we operate in, ensuring that our impact extends beyond the workplace. Together, these initiatives demonstrate our commitment to creating a healthy, supportive, and socially responsible environment for all our employees.

Pricing

• Price: £5 to £16 a user a month
• Discount for educational organisations: No
• Free trial available: Yes
• Description of free trial: 30 day trial available with scope and defined outcomes being pre-agreed

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 conor.mcevoy@colt.net. Tell them what format you need. It will help if you say what assistive technology you use.