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  1. Digital Marketplace
  2. Lot 2: Cloud software
  3. TRUSTMARQUE Cloud Collaboration Service
Trustmarque Solutions Limited

TRUSTMARQUE Cloud Collaboration Service

Provision of a full range of collaboration products, solutions and services for user communication, ideation, content creation and productivity activities.

Features

  • Conferencing and Messaging
  • Cloud Calling
  • Communication Gateways
  • Voice Gateways and Connectivity
  • Telephony Extensions
  • Unified Communication Applications
  • Multiple Device Integration
  • Call control
  • Contact Centre
  • Collaboration Endpoints

Benefits

  • Efficiency and productivity of user time
  • Ease of use - intuitive interfaces
  • Time to value - quicker benefit realisation
  • Demonstrable ROI through measured insights
  • Omni-Channel - Integration of communication channels
  • Shaped for your infrastructure - any cloud
  • Highly available - maintain user productivity
  • Integrate into wider platforms for a single system view
  • Highly scalable - grow and shrink with ease

Pricing

£0 to £0 a unit

  • Education pricing available
  • Free trial available

Service documents

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 tenders@trustmarque.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 13

Service ID

4 5 9 7 5 8 6 7 7 4 8 7 3 9 9

Contact

Trustmarque Solutions Limited Darren Moyes
Telephone: 01904 934435
Email: tenders@trustmarque.com

Service scope

Software add-on or extension
No
Cloud deployment model
  • Public cloud
  • Private cloud
  • Community cloud
  • Hybrid cloud
Service constraints
Particular constraints would need to be further understood as part of service scoping and project take-on.
System requirements
Internet Access

User support

Email or online ticketing support
Yes, at extra cost
Support response times
We offer Standard SLA's which underpin our response times. However, we would commonly see responses to questions within a 2 hour window
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
P1 - 30 mins P2 - 1 Hour P3 - 4 Hours P4 - 1 Day Cost is determined on a contract by contract basis and an entire team of named technical and support engineers are assigned to each customer
Support available to third parties
Yes

Onboarding and offboarding

Getting started
Service on-boarding follow the following process: 1. Introduce Account Team 2. Initial scoping call/meeting 3. Agree communication plan 4. Confirm SLAs are appropriate 5. Define reporting requirements and frequency 6. Commence Service
Service documentation
Yes
Documentation formats
PDF
End-of-contract data extraction
The data held by us is the procurement data from the service, this is provided upon request in the form of a CSV file.
End-of-contract process
Data will be provided upon contract termination

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
  • Linux or Unix
  • MacOS
  • Windows
Designed for use on mobile devices
Yes
Differences between the mobile and desktop service
None
Service interface
Yes
User support accessibility
WCAG 2.1 AA or EN 301 549
Description of service interface
Standard provisioning and Moves, Adds, Changes and Deletions are available via the Service Interface
Accessibility standards
WCAG 2.1 AA or EN 301 549
Accessibility testing
None
API
Yes
What users can and can't do using the API
The services architecture provides a standards-based request/response interaction with the service for API interactions.
Trustmarque will advise on specific API integrations and compatibility based on the customers requirement where this goes beyond standard integration of system components.
API documentation
Yes
API documentation formats
  • HTML
  • PDF
API sandbox or test environment
Yes
Customisation available
No

Scaling

Independence of resources
We ensure that for every 10 enterprise scale organisation deploy we the following dedicated team: 1 x Client Director, 1 x Internal Account Manager, 1 x Licensing Specialist, 0.5 X Operational Admin , 0.5 X Procurement Admin, 0.2 X Vendor Alliance Manger. We use this model to scale this service and ensure that the integrity of the service is maintained at all times.

Analytics

Service usage metrics
Yes
Metrics types
We provide a range of data based on client activity through the service. This is broken down into, purchase history, spend analysis, delivery, SLAs, individual/group/departmental spend.
Reporting types
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

Supplier type
Reseller providing extra support
Organisation whose services are being resold
Consultancy, implementation, and support

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
  • European Economic Area (EEA)
  • Other locations
User control over data storage and processing locations
Yes
Datacentre security standards
Managed by a third party
Penetration testing frequency
Less than once a year
Penetration testing approach
In-house
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
Not applicable.
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
  • 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
Up to 24/7 support operations available in line with specific customer solution. Solution availability is dependant on specific customer architecture.
Approach to resilience
Available upon request
Outage reporting
Outages can be reported via dashboard, automated reporting/alerting, or both.

Identity and authentication

User authentication needed
Yes
User authentication
Other
Other user authentication
Multiple authentication options are available from basic username and password, to multifactor, depending on specific solution design.
Access restrictions in management interfaces and support channels
Not applicable.
Access restriction testing frequency
Less than once a year
Management access authentication
Other
Description of management access authentication
Based on client requirements.

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
No audit information available
How long system logs are stored for
User-defined

Standards and certifications

ISO/IEC 27001 certification
Yes
Who accredited the ISO/IEC 27001
Lloyd's Register
ISO/IEC 27001 accreditation date
06/03/2020
What the ISO/IEC 27001 doesn’t cover
The scope of this approval is applicable to: Information Security for the provision and support of the end-to-end IT services; software, cloud, cyber security, managed services and datacentre solutions; including strategy, planning and integration, licensing, deployment, and management of third-party service providers. In accordance with Statement of Applicability version 5.n.
ISO 28000:2007 certification
No
CSA STAR certification
Yes
CSA STAR accreditation date
29/09/2016
CSA STAR certification level
Level 1: CSA STAR Self-Assessment
What the CSA STAR doesn’t cover
NA
PCI certification
Yes
Who accredited the PCI DSS certification
Coalfire Systems Inc
PCI DSS accreditation date
01/04/2016
What the PCI DSS doesn’t cover
Tba
Cyber essentials
Yes
Cyber essentials plus
Yes
Other security certifications
Yes
Any other security certifications
  • FACT
  • NHS IG Toolkit
  • FedRamp
  • NIST 800-171
  • EU Model Clauses
  • Cyber Essential Plus

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
Available on request.

Operational security

Configuration and change management standard
Supplier-defined controls
Configuration and change management approach
Available on request.
Vulnerability management type
Supplier-defined controls
Vulnerability management approach
Available on request.
Protective monitoring type
Supplier-defined controls
Protective monitoring approach
Available on request.
Incident management type
Supplier-defined controls
Incident management approach
Available on request.

Secure development

Approach to secure software development best practice
Supplier-defined process

Public sector networks

Connection to public sector networks
No

Social Value

Fighting climate change

Fighting climate change

Trustmarque's Environmental Policy and Carbon Reduction Plan include delivering and supporting actions on reducing our carbon footprint and our impact on climate change. Our policies include 'Virtual First 'meetings, energy reduction plans, flexible working. Please contact Trustmarque to discuss the provision of Social Value. Any Social Value deliverable must be agreed with Trustmarque and be proportionate to the contract value and deliverables.
Covid-19 recovery

Covid-19 recovery

Trustmarque can provide re-training for those left unemployed by Covid-19 through skills training, CV and interview workshops. Please contact Trustmarque to discuss the provision of Social Value. Any Social Value deliverable must be agreed with Trustmarque and be proportionate to the contract value and deliverables.
Tackling economic inequality

Tackling economic inequality

Trustmarque tackles economic inequality through operating a diverse supply chain including a large number of SMEs and micro businesses. Our access to a broad range of suppliers ensures both resilience and capacity. Trustmarque is also continuously refining our supply chain to meet the ever-changing needs of our customers and to ensure we can always offer the best solution through capability, capacity and resilience at the best price. Our vendor agnostic approach among suppliers allows us to support innovation and disruptive technologies to deliver lower cost and/or higher quality goods and services to customers.
Please contact Trustmarque to discuss the provision of Social Value. Any Social Value deliverable must be agreed with Trustmarque and be proportionate to the contract value and deliverables.
Equal opportunity

Equal opportunity

Trustmarque operates an Equal Opportunities policy that outlines our commitments including creating a workforce that reflects the diversity of our communities. Other initiatives include supporting disabled people to develop skills and supporting in-work progression.
Please contact Trustmarque to discuss the provision of Social Value. Any Social Value deliverable must be agreed with Trustmarque and be proportionate to the contract value and deliverables.
Wellbeing

Wellbeing

We align our approach to mental wellbeing to the six standards in the Mental Health at Work commitment, including staff work and wellbeing sessions, flexible working, speak-up policy, etc. Please contact Trustmarque to discuss the provision of Social Value. Any Social Value deliverable must be agreed with Trustmarque and be proportionate to the contract value and deliverables.

Pricing

Price
£0 to £0 a unit
Discount for educational organisations
Yes
Free trial available
Yes
Description of free trial
Trails can be arranged in line with any customer opportunity as part of roadmap and planning.

Service documents

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 tenders@trustmarque.com. Tell them what format you need. It will help if you say what assistive technology you use.