Southern Communications Corporate Solutions T/A SCG Corporate

Microsoft Teams Voice

A telephony calling plan for Microsoft teams and enabling incoming and outgoing calls via users Microsoft teams tenancy.

Features

• Outgoing calls
• DDI
• Auto attendant
• Voicemail
• Conferencing
• Call Hold
• Call presence
• Teams integration

Benefits

• Can use on multiple devices
• Mobile App available
• Cost savings
• Resilient

£1.75 a user

• Education pricing 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 rebecca.rowarth@southern-comms.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

466914676369613

Contact

Rebecca Rowarth
01372 385715
rebecca.rowarth@southern-comms.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: Microsoft Teams
• Cloud deployment model: Private cloud
• Service constraints: Requires a Microsoft phone system license.
• System requirements:
  • Desktop Apps Windows 10 SP1Corei3, 4GbRAM, 100MbHDD
  • Mobile Client Apple iOS latest 2 versions
  • Mobile Client Android latest 4 versions
  • Portal Chrome56.0+, Firefox51.0+, IE10/11, Edge44+,
  • Portal Safari 5+Windows Safari 10+Mac, Opera 49+

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: P 1 - Call within 1 hour of issue. Update will be hourly and the estimated time to close will be ASAP - dependent on the issue. ; ; P2- Call/Email within 2 hours of issue. Update will be twice a day and the estimated time to close will be 1 Business Day. ; ; P3 - Call/Email within 4 hours of issue. Update will be once a day and the estimated time to close will be 2-3 Business Days. ; ; P4 - Call/Email within 8 hours of issue. Update will be on completion and the estimated time to close will be 4+ Business Days.
• 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: Yes, at extra cost
• Support levels: Remote and on-site engineering support - standard support Mon-Fri. Additional support contacts offer up to 24/7 support
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Pre-deployment planning identifies each customer need and our team of commissioning agents will develop an on-boarding program for the customer.; ; Standard user training videos and documents available.
• Service documentation: Yes
• Documentation formats:
  • PDF
  • Other
• Other documentation formats:
  • Powerpoint
  • Video
• End-of-contract data extraction: On termination we will provide information, as required by law, to enable the new provider to take over the service. Any hardware provided to deliver or enable the service will be returned at the customers expense.
• End-of-contract process: Configuration and address books can be exported in a standard file format

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
  • Windows Phone
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: There is no difference
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: Customer portal with invoicing and usage information. Cost centers, users names and charges.
• Accessibility standards: None or don’t know
• Description of accessibility: - Download monthly invoices ; - View and download usage charges ; - View and download usage by users ; - Access an extensive reporting suite ; - Add cost centers, user names and departments
• Accessibility testing: To date we have not completed any testing as this has not been a requirement of any customers, however we can confirm that voice transcription and TTY is available should this need arise.
• API: No
• Customisation available: Yes
• Description of customisation: Call routing ; User presence ; Directory ; Background and layout

Scaling

• Independence of resources: Server capacity is monitored to ensure demands are met. ; Resilient back up in place to prevent down time. ; Usage capacity monitored and increased on demand.

Analytics

• Service usage metrics: Yes
• Metrics types: Call usage ; Call usage charges ; Usage reports
• Reporting types:
  • Regular reports
  • Reports on request

Resellers

• Supplier type: Reseller providing extra features and support
• Organisation whose services are being resold: Microsoft Teams direct routing

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: None

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 once a year
• Penetration testing approach: Another external penetration testing organisation
• Protecting data at rest: Physical access control, complying with SSAE-16 / ISAE 3402
• Data sanitisation process: Yes
• Data sanitisation type: Deleted data can’t be directly accessed
• Equipment disposal approach: A third-party destruction service

Data importing and exporting

• Data export approach: Via CSV or excel
• Data export formats:
  • CSV
  • Other
• Other data export formats: Excel
• Data import formats: CSV

Data-in-transit protection

• Data protection between buyer and supplier networks: Other
• Other protection between networks: Firewalls
• Data protection within supplier network: Other
• Other protection within supplier network: Firewalls and access control All data is held on infrastructure within Tier 3+ data centres. Data replication utilises a private point to point connection.

Availability and resilience

• Guaranteed availability: 99.99% up time however up time is dependent on Microsoft and therefore no service credits are available.
• Approach to resilience: All platform infrastructure, components and connectivity is dual homed and data racks are provided with diverse power and connections either in copper of fiber tails.
• Outage reporting: Email alerts.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Username or password
  • Other
• Other user authentication: Teams voice is an add on to Microsoft teams and therefore access is secured in the same way the organisation secures access to Microsoft teams.
• Access restrictions in management interfaces and support channels: User and Company Administrator access levels
• 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: You control when users can access audit information
• How long user audit data is stored for: At least 12 months
• Access to supplier activity audit information: You control when users can access 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: BSI
• ISO/IEC 27001 accreditation date: 03/07/2022
• What the ISO/IEC 27001 doesn’t cover: N/A
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: No

Security governance

• Named board-level person responsible for service security: No
• Security governance certified: Yes
• Security governance standards: ISO/IEC 27001
• Information security policies and processes: We follow GDPR regulations and have ISO 27001

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Compliance with the ITIL standards for change management
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Compliance with the ITIL standards for risk assessment
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Compliance with the ITIL standards for risk assessment
• Incident management type: Supplier-defined controls
• Incident management approach: Compliance with the ITIL standards for incident management

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

  • Fighting climate change
  • Covid-19 recovery
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  SCCS has undertaken an action plan (published carbon reduction plan) on how we can reduce our environmental impact. Whilst we don’t produce any products directly, we do undertake several recycling initiatives to ensure waste products are recycled where possible:; ; • Paper – aim to work as a paperless company, meaning any hard paper documents are scanned and then placed into the shredding bin’s located on site, shredded and disposed of securely via a third party company. ; • Plastic– This is collected from site and recycled. ; • Print Cartridges – This is collected from site and recycled.; • Staff commuting – SCCS adopts a 'green travel plan' for staff commuting to work. This means that we encourage staff to use public transport, car share and walk/cycle to work schemes. ; ; SCCS do not manufacture products directly as we are a reseller, thus reducing the number of raw materials needed to produce devices. As part of environmental promise, we offer all our customers the option to recycle devices, which can be done through a selected third party. SCCS also aims towards ensuring we are always working in accordance with the procedures of ISO 14001 - Environmental Management System.; ; SCCS operates an Environmental Management System within our office and as part of that process, SCCS is rolling out improved energy efficiency measures to reduce impact on the environment and our carbon footprint:; ; • Lighting – moving all lighting towards LED, which if more efficient for the environment, as well as cost saving. ; • Implementing Smart metering into our office facility. ; • Air Conditioning – Units are being changed to newer, more energy efficient models. ; • Additional Heaters – Heaters within the office are only used in extremes of temperature to prevent large fluctuations in temperature.; ; We also use carbon neutral couriers for all deliveries.

  Covid-19 recovery

  Covid-19 had a big impact on the world and many businesses and as such, SCCS, much like everyone else, had to adapt on how we worked throughout this period. As an information technology business, we were already equipped with things such as Teams, work mobiles, work laptops etc so the transition from office to home working didn’t have a large impact on our business like it might have on other businesses. ; ; Our recovery to Covid-19 has been very smooth in the sense that we are now working as a hybrid business, meaning that staff have the flexibility to work 2 days in the office and 3 days from home. By reducing the number of staff within the office, we are able to spread desks out further and provide less contact with large numbers of people which we believe helps prevent the spread of Covid and other illnesses. We continue to provide hand sanitising stations throughout the office, and have cleaners come in on a regular basis. ; ; By implementing hybrid working as a permanent process, this also helps with the environmental aspect of the business as staff are not having to come into the office every day, meaning less travel is required, thus reducing our carbon footprint as a business. ; ; SCCS have supported hundreds of charities and voluntary organisations in recovering from the impacts of Covid but also managing and leading that response. This includes explaining and supporting the implementation of solutions in the short, medium and long term. The deployment of Microsoft Teams Voice, Cloud Telephony solutions and mobiles on a short term contract have all helped customers support the recovery from Covid and are set to support any ongoing requirements.

  Equal opportunity

  SCCS provides a safe environment for all staff and we ensure that equal opportunities exist throughout the company, regardless of race, religion, age, sex or physical ability. ; ; When recruiting employee’s, SCCS will first post vacancies on local job boards and with local recruitment agencies to ensure that the pool of candidates we receive are from the local community, however, we would not discriminate if a candidate came from further afield if suitable for the role. The reason for recruiting local is that 1, it contributes towards the local community, both helping towards less unemployment, and also spend in the community, and 2, we believe that by recruiting local helps with our carbon footprint as employees have the option to walk to work, and also car share where possible. ; ; SCCS contributes towards the work experience scheme. Over the past several years we have given placement to students who are looking to gain experience within the telecommunication’s sector. ; ; When employing staff at SCCS, we ensure that both men and woman feel equally empowered and as such, we have both non-discrimination and equal opportunity policies in place throughout the business. We also believe in equal pay and hold annual pay reviews to ensure that our staff fell they are being paid the correct salary based on their role and skills. ; ; SCCS have provided several local projects to support the local community to include but not limited to staff volunteering days, hardware recycling schemes to support local businesses, and consultancy time for local projects. The availability of services is based on the requirements of the customer and how best SCCS can support the request.

  Wellbeing

  SCCS can confirm that in 2021, amidst the presence of COVID-19, we rolled out an opportunity to our employees to become a Mental Health First Aider’s. We are pleased to say that several staff wanted to be involved with this and as such, we teamed up with St. John’s Ambulance and put selected staff members on a week’s course to become qualified FAQ Level 3 Mental Health Workplace First Aiders. ; ; Both the physical and mental health of all our employees is at the forefront of our business as we understand how important it is for our employees to be well, and to feel happy and comfortable in the workplace. ; ; Since implementing mental health workplace first aiders, we have also made several changes internally to assess and improve the mental health and well being of all staff. These changes include but not limited to: ; • Fresh Fruit available every morning in the office ; • Dedicated zone’s and times that a mental health first aider is available should anyone wish to speak with one of them. ; • Well-being weeks which include various activities for the staff members to enjoy. ; • Posters added to all the communal area’s with support numbers should someone feel the need they need to speak with someone. ; ; In addition to the above, the mental health first aiders have been trained to look out for the common signs and symptoms of someone who may be struggling with their mental health and how to deal with this situation.

Pricing

• Price: £1.75 a user
• Discount for educational organisations: Yes
• Free trial available: No

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 rebecca.rowarth@southern-comms.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.