Exchange Communications Installations Ltd

Exchange Communications Cloud Support Services

Exchange Communications are the only company in the UK and Europe to be accredited with the Avaya Diamond Enterprise Partner with Service Expert and Customer Excellence accreditations. We are BS ISO 9001:2008 approved ensuring that our 24/7 Cloud Support services are provided to the highest standard.

Features

• Avaya Service Expert
• 25 years knowledge and experience
• Dedicated award winning Service Desk team
• Flexible support plans
• 24/7, 365 days a years availability
• Qualified technical support and field engineers
• Secure data and systems
• Documented escalation procedure
• BS ISO 9001:2008 Quality approved

Benefits

• Long-term partnerships
• Tailor made maintenance contracts
• Shared risks and responsibilities
• 99.95% system availability due to pro-active monitoring
• Improved capacity planning through constant proactive analysis
• Mutually agreed SLA's backed up by service guarantees
• Regular MI reporting

£50 an instance a month

• 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 bids@exchangecommunications.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

468745230752320

Contact

David Morse
0141 776 8859
bids@exchangecommunications.co.uk

Planning

• Planning service: No

Training

• Training service provided: No

Setup and migration

• Setup or migration service available: No

Quality assurance and performance testing

• Quality assurance and performance testing service: No

Security testing

• Security services: No

Ongoing support

• Ongoing support service: Yes
• Types of service supported:
  • Hosting or software provided by your organisation
  • Hosting or software provided by a third-party organisation
• How the support service works: We offer a flexible cloud support package based on the clients requirements built around the following standard packages; - Silver (level 1) - 09:00 to 17:00 Mon-Fri excluding public holidays, Phone/Fax/ email support, Proactive monitoring, Dedicated service desk team, customisable notification, Remote diagnostics, Escalation process, preventive maintenance ; - Silver (level 2) - As per Silver Level 1 except 08:00 to 20:00 Mon-Fri excluding public holidays ; - Gold - As per Silver level 2 except 24x7x365 excluding public holidays ; - Platinum - 24x7x365 as per Gold including Software release management All clients receive a named service desk contact and primary expert engineer. ; **Specialised Support Plan**; Our new and innovative Specialised Support Plan is offered to clients who only require a remote moves, adds and changes service for the Cloud Telephony platform. The support plan would be based on each clients precise requirements but we would be able to provide this service from £200 per month. ; Services supported;; - Exchange Communications Avaya Cloud Telephony; - Exchange Communications NFON Cloudya Telephony; - Exchange Communications NFON Cloudya Telephony integration with MS Teams; - Exchange Communications SIP Trunks

Service scope

• Service constraints: No

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: We acknowledge receipt within 1 working hour and all questions are responded to within 4 working hours
• 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: 9 to 5 (UK time), Monday to Friday
• Web chat support accessibility standard: None or don’t know
• How the web chat support is accessible: Through our current website a user can initiate a Live Chat, leave a message or request a Call Back
• Web chat accessibility testing: Our current website is being upgraded
• Support levels: Silver (level 1) - 09:00 to 17:00 Mon-Fri excluding public holidays, Phone/Fax/ email support, Proactive monitoring, Dedicated service desk team, customisable notification, Remote diagnostics, Escalation process, Preventative maintenance ; Price per Annum 5% of RRP of supported item; Silver (level 2) - As per Silver Level 1 except 08:00 to 20:00 Mon-Fri excluding public holidays ; Price per annum - 7% of RRP of supported item; Gold - As per Silver level 2 except 24x7x365 excluding public holidays ; Price per annum - 10% of RRP of supported item; Platinum - 24x7x365 as per Gold including Software release management; Price per annum - 12% of RRP of supported item ; **Specialised Support Plan** - Our new and innovative Specialised Support Plan is offered to clients who only require a remote moves, adds and changes service for the Cloud Telephony platform. The support plan would be based on each clients precise requirements but we would be able to provide this service from £200 per month. ; All clients receive a named service desk contact and primary Avaya expert engineer. ; Mutually agreed SLA's - 30 mins to 1 day response times, 1 hour to 2 day fix times available

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: Up to Developed Vetting (DV)

Standards and certifications

• ISO/IEC 27001 certification: No
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: No

Social Value

• Social Value:

  Social Value

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

  Fighting climate change

  Exchange have a long established Environmental Management System that is annually assessed & accredited to ISO 14001. Our Environmental Policy ensures the company, our staff & all members of our supply chain work in a responsible manner, reducing the impact of our operations on the environment, wherever possible. ; ; As part of this commitment we have implemented a Carbon Reduction Plan with an aim to be a net zero contributor to greenhouse gases (GHG) by 2030. As part of the plan we measure both direct (ie: electricity, gas, travel for business) & indirect (staff commuting) emissions covering our offices & through our interaction with clients. ; Since implementation we have changed our electricity provider & contract to a carbon-free supply so that gas is our only source of office-generated emissions. We have reduced our fleet of vehicles & encourage less customer site visits through better use of technology. We continue to reduce the volume of waste while increasing the percentage being sent for recycling. These initiatives have seen our carbon emissions decline by approximately 28%. ; ; Over the next 7 years we plan to further address greenhouse emissions as follows: ; • Improve planning to reduce mileage for travel – ie: combine journeys ; • Encourage meetings via video conference to reduce need for travel ; • Investigate & introduce carbon offset measures for air travel ; • Replace air travel with other forms of public transport where feasible ; • Encourage staff to find fewer emitting modes of travel for commuting ; • Maintenance of heating & air conditioning systems to maintain efficiency ; ; Our Carbon Reduction Plan is available for customers to view on our website & is annually updated. Our continuing ISO14001 accreditation is key so we hold scheduled reviews including our senior management team to ensure we continue to monitor & improve our environmental performance.

  Covid-19 recovery

  We acknowledge & appreciate that our business activities impact on the communities in which we operate. For all contract customers we commit to delivering social, economic & environmental benefits during the entire contract period. This includes; ; - Creating employment, re-training and other return to work opportunities for those left unemployed by COVID-19, ; - Support people and communities to manage and recover from the impacts of COVID-19. ; - Support organisations and businesses to manage and recover from the impacts of COVID-19. ; - Improve workplace conditions that support the COVID-19 recovery effort including effective social distancing, remote working, and sustainable travel solutions

  Tackling economic inequality

  We want to succeed as a business in alliance with the communities in which we operate so we will provide local economic benefits; ; • Seek opportunities for involvement in the community through educational programmes, charity & voluntary work. We would take part in numerous visits to local educational establishments or provide site visits for students to attend. We will provide career advice including CV writing & skillset requirements for working in telecoms. ; • Consider opportunities for community benefits, such as the recruitment & training of economically inactive & disadvantage people. ; • We will look to employ up local based engineers (FTE/Apprentice) to assist in system support. We already have an active apprenticeship & graduate recruitment scheme & as with similar contracts we are able to allow students from local colleges to shadow our engineers during implementation as part of a work placement or pre-employment course. ; • Support local companies in the form of attending Meet the Buyer events & providing business support for third sector organisations ; • Provide reports on local companies used within our supply chain ; ; As we want to succeed as a business in alliance with all communities in which we operate, we will also; ; • Strive to be a good neighbour. ; • Engage in a constructive dialogue & wherever possible work in partnership with the community. ; • Respect & acknowledge local cultural & religious needs. ; • Promote diversity in our supply chain by support local SME’s & VCSE’s ; • Respond promptly to enquiries from interested parties & provide relevant information regarding our activities. ; • Promptly pay small suppliers within 30 days.

  Equal opportunity

  Our most important resource are our employees so we incorporate a Fair and Equal Pay Policy with the promise to continue to pay well above the UK’s Minimum Wage and real Living Wage. We are committed to eliminating discrimination and encouraging diversity amongst our workforce. Our aim is that our workforce will be truly representative of all sections of society and each employee feels respected and able to give of their best. Our Equality, Diversity and Inclusion Policy provides equality and fairness for all with no discrimination on grounds of gender, marital status, race, ethnic origin, colour, nationality, national origin, disability, sexual orientation, religion or age. We oppose all forms of unlawful and unfair discrimination. Selection for employment, promotion, training or any other benefit will be on the basis of aptitude and ability. We provide our staff with the stability of employment with designated hours of work and do not use exploitative employment practices such as zero-hour contracts. We support flexible and family friendly working with our Flexible Working Policy which offers employees the ability to; ; • Change the amount of hours they work; • Change to the times when they are required to work; • Work from home Our family friendly working covers;; • Maternity leave and pay; • Antenatal appointments; • Paternity leave and pay; • Adoption leave; • Shared parental leave; • Family emergencies; ; The policies mentioned above are all fully supported by senior management and monitored and reviewed annually to ensure our staff retention rate remains high. This has allowed us, as a reputable and ethical employer to achieve the “Investors in People” award for the last 15 years.

  Wellbeing

  We are committed to the principle that our business goals will be best achieved when we consistently act within an ethical framework that enables us to be a good ‘corporate citizen’. Our Ethics & Corporate Social Responsibility Policy defines the basic principles, ethics & values that guide Exchange in its business conduct. We consider it critical that we work in accordance with these values to maintain our reputation & our relationship of trust with our workforce, customers, suppliers & the community. We will conduct our business legally, honourably & ethically & at all times we will ; • Trade & compete fairly never obtaining or maintaining business through illegal conduct. ; • Not tolerate any employee of the company offering, soliciting or receiving any form of bribe or inducement.; • Report financial information in a complete, accurate, honest & timely manner. • Treat our customers, suppliers & stakeholders as we would want to be treated ourselves.; • Influence staff, suppliers, customers and communities to support health and wellbeing, including physical and mental health ; Collaborate with users and communities in the codesign and delivery of the contract to support strong integrated communities. - Influence staff, suppliers, customers and communities through the delivery of the contract to support strong, integrated communities,

Pricing

• Price: £50 an instance a month
• Discount for educational organisations: Yes

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