Stream Networks Ltd

Hosted Telephony

Hosted Telephony offers a feature-rich, cloud-based phone system accessible from anywhere. Enjoy cost savings, increased call quality, and a variety of features like online meetings, voicemail, video conferencing, auto-attendant, direct routing with Teams, and mobile apps (to name a few) – all without managing hardware.

Features

• Scalable Cloud Phone System and Hosted Telephony Service
• Cost-Effective Monthly Plans
• Advanced Call Management Features, including CRM Integration
• Integrate with Business Tools, including collaboration with Cisco Webex
• Improve Remote Team Collaboration, Secure Video Conferencing and File Sharing
• Reliable Uptime & Disaster Recovery
• Voice Recording and Voicemail systems included
• Access Features from Any Device (incl. Mobile)
• Secure Communication and Encrypted Calls, incl. Call Analytics built-in
• Enhance Customer Service & Experience

Benefits

• All-inclusive Call Packages, Cost-effective Calls & Features
• Scalable for Business Growth
• Mobile & Remote Worker Friendly
• Improved Collaboration & Teamwork
• Simplify IT Infrastructure, supporting all major handsets
• Reliable & Secure Communication
• Easy to Install & Maintain
• Access Advanced Call Features
• Disaster Recovery & Business Continuity
• Direct Routing to Teams & Operator Connect

£9.60 a user a month

• 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 matts@stream-networks.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

453779011725525

Contact

Matt Shanahan
01635884170
matts@stream-networks.co.uk

Service scope

• Software add-on or extension: No
• Cloud deployment model: Public cloud
• Service constraints: No
• System requirements: None - N/A

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: We provide 24x7x365 support with a guaranteed 2 hour response
• 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: Web chat
• Web chat support availability: 24 hours, 7 days a week
• Web chat support accessibility standard: None or don’t know
• How the web chat support is accessible: Webchat is available through our website
• Web chat accessibility testing: None
• Onsite support: Yes, at extra cost
• Support levels: Standard product support is available 24x7x365 at no additional cost. Onsite support is provides at £100 per hour
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Once the customer onboarding is completed the customer can choose onsite or remote training on the solution. Onsite training is charged at £100.00 per hour.; ; Onboarding is carried out by the dedicated Account Manager and only standard account application and order paperwork are required.; ; Depending on the complexity of the solution being provided, the customers familiarity with hosted telephony and how many individuals require training, this can take anywhere from an hour to several days.
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: Not applicable
• End-of-contract process: Not applicable

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: None
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: Web Gui for adminstration of the private branch exchange
• Accessibility standards: None or don’t know
• Description of accessibility: Users can set-up call groups, call diversion, access voicemail, access call recordings and view call usage statistics and analytics.
• Accessibility testing: None
• API: No
• Customisation available: No

Scaling

• Independence of resources: Not applicable

Analytics

• Service usage metrics: Yes
• Metrics types: As standard we provide call usage and call analytics; however, additional functionality is available at an additional cost.; ; -Provides a Business with a real-time analytics portal that provides customisable reports/dashboards/wallboard reporting for all their calls.; -Provides 1 mandatory unrestricted login to the iCS Report Premier analytics portal. Additional restricted logins can be ordered.; -Provides a simple restricted login to Insight Dashboard.; -Monitors and captures the Users call statistics for the iCS Report Premier product.; -Enhances the user monitoring capability by reporting on a Call Centre agents status and queue availability.; -Allows an individual user access to their own calls statistics.
• Reporting types: Real-time dashboards

Resellers

• Supplier type: Reseller providing extra support
• Organisation whose services are being resold: BT

Staff security

• Staff security clearance: Staff screening not performed
• Government security clearance: Up to Developed Vetting (DV)

Asset protection

• Knowledge of data storage and processing locations: No
• Datacentre security standards: Supplier-defined controls
• Penetration testing frequency: Never
• Protecting data at rest: Physical access control, complying with another standard
• Data sanitisation process: No
• Equipment disposal approach: A third-party destruction service

Data importing and exporting

• Data export approach: Not applicable
• 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)
  • IPsec or TLS VPN gateway
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway

Availability and resilience

• Guaranteed availability: We provide a Daily Rate Rental Credit against service outage.; ; The amount Stream Networks will credit the Client for each whole or part day Stream Networks is late in repairing a Service Failure. The amounts are shown in our Price List. If the Client claims this, it does not have to prove any loss. If the Client incurs additional losses, it may also claim actual financial loss as described in our service level agreement[s].; ; The maximum amount Stream Networks will credit and/or pay the Client is £2,000 for each site affected, and subject to an overall total of £10,000 for the same failure or series of related failures.; ; Payment of Claims:; Stream Networks will normally deduct any amount that it owes to the Client under this guarantee from the Client’s next bill, however in some circumstances Stream Networks will pay actual financial loss payments by cheque.
• Approach to resilience: Available upon request
• Outage reporting: Yes - we provide Email Alerts and via our network status page

Identity and authentication

• User authentication needed: Yes
• User authentication: Username or password
• Access restrictions in management interfaces and support channels: We restrict access to users by way of username and password. In addition roles are created to confirm what access each user has.
• 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: 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: At least 12 months
• How long system logs are stored for: User-defined

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: British Assesment
• ISO/IEC 27001 accreditation date: 06/05/2022
• What the ISO/IEC 27001 doesn’t cover: Not applicable
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: No
• Cyber essentials plus: No
• 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: It is the policy of Stream Networks Limited to maintain a quality system designed to meet the requirements of ISO9001:2015 & ISO27001:2017 (or any other standard in line with the Annex SL Structure) in pursuit of its primary objectives, the purpose and context of the organisation. • The company has a designated Senior Management Representative who is responsible for the maintenance and review of the Quality Management Systems • The ongoing activities of Stream Networks are reviewed regularly and that any required corrective action is adequately implemented and reviewed to establish an effective preventative process • Measurement of our performance against our declared Quality and Information Security Objectives is undertaken • Resources needed for the BMS are available and employees have the necessary training, skills and equipment to effectively carry out their work • Internal audits are conducted regularly to review progress and assist in the improvement of processes and procedures • Objectives are reviewed and, if necessary amended, at regular Management review meetings and the performance communicated to all staff

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Initial configuration of systems is defined in a Scope of Works. Customer sign off is required on initial configuration completion. Change requests are handled using our defined change request form.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Our core infrastructure is monitored for security breaches using SKOUT Log Monitoring and SIEM analysis. All infrastructure is patched monthly or as per the underlying vendors advice. Potential threat information is provided by our SKOUT platform and our Vendor support
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: We identify potential compromises using our SKOUT cyber security platform. Security compromises are sent to the Stream network operations centre and are dealt with on receipt.
• Incident management type: Supplier-defined controls
• Incident management approach: Every incident is tracked using our network status page available on our website. Incidents are typically created by a support engineer in response to a network monitoring event. In addition customers can raise an incident via email or our Cascade customer service portal. As incidents are progressed updates are provided via our website. On closure of an incident a report is produced providing a summary of the issues, how it was fixed and how we mitigate against the issue repeating.

Secure development

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

Public sector networks

• Connection to public sector networks: No

Social Value

• Social Value:

  Social Value

  Equal opportunity

  Equal opportunity

  Stream Networks is committed to ensuring that existing members of staff and job applicants are treated fairly, in an environment which is free from any form of discrimination with regard to the following protected characteristics as outlined by the Equality Act of 2010:; • Age; • Disability; • Gender reassignment; • Marriage and civil partnership; • Pregnancy and Maternity; • Race (including colour, nationality, and ethnic origins); • Religion or belief; • Sex; • Sexual orientation; ; In addition, existing members of staff and job applicants are treated fairly in an environment which is free from any form of discrimination with regard to caring responsibilities, part-time employment, membership or non-membership of a trade union or spent convictions.; • All employment-related policies, practices and procedures are applied impartially; • Equality of opportunity; • That the company works towards achieving a diverse workforce at all levels; • That employees can work in an atmosphere of dignity and respect; ; The Equality and Diversity Policy provides a clear framework for translating our policy into action. It outlines the responsibilities of the Directors, managers and individuals to comply with the Equality Act of 2010 and to be strongly committed to its full and active implementation.; ; Stream Networks will not tolerate processes, attitudes and behaviour that amounts to direct discrimination, associative discrimination, discrimination by perception, indirect discrimination including harassment (harassment by a third party), victimisation and bullying through prejudice, ignorance, thoughtlessness, and stereotyping.; ; Practical support for a diverse workforce; As an employer committed to diversity and equality Stream Networks recognises that its success depends on creating a working environment which supports the diverse make-up of its staff, with supporting policies and procedures to create a framework of assistance.; ; The company takes account of equality considerations which affect its staff and try to minimise or remove disadvantage.

Pricing

• Price: £9.60 a user a month
• Discount for educational organisations: Yes
• Free trial available: Yes
• Description of free trial: 30 day free trial

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 matts@stream-networks.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.