BTS Holdings plc

Cloud Call Logging Lite

Call reporting services for landlines and mobile devices. Supporting all types of telephony.

Features

• Customised reports delivered by email or Web Portal
• Proactive reporting of potential fraud and faults

Benefits

• Provide reports to your requirements run by experts
• Quickly access adhoc report information

£0.04 to £0.08 a device 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 tender@atereo.net. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 13

Service ID

479795906065546

Contact

Jon Kendall
02084019000
tender@atereo.net

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: Directory solutions providing staff details
• Cloud deployment model: Private cloud
• Service constraints: Data needs to be accessed from customer network, as such requiring a VPN connection or similar
• System requirements: Access to customer call data for processing

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Response times are within 4 hours, Monday to Friday 08:30-17:30
• User can manage status and priority of support tickets: No
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: No
• Onsite support: Yes, at extra cost
• Support levels: Standard support is provided Mon-Fri 08:30 to 17:30. Custom support levels are available in addition to this at extra cost
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: BTS provide onsite training and consultancy where required as part of the service. Full documentation is also provided for the service.
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: Customers can request any final reports on their data prior to the end of the contract.
• End-of-contract process: At the end of the contract all customer data is deleted from the Cloud

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Chrome
• Application to install: No
• Designed for use on mobile devices: No
• Service interface: No
• User support accessibility: WCAG 2.1 A
• API: No
• Customisation available: No

Scaling

• Independence of resources: BTS manage the data centre to ensure all clients have sufficient resources.

Analytics

• Service usage metrics: Yes
• Metrics types: Monthly information:; Number of regular reports provided; Number of ad-hoc reports provided; Any period of data loss (interruption to data collection)
• Reporting types: Regular reports

Resellers

• Supplier type: Not a reseller

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: Supplier-defined controls
• Penetration testing frequency: Less than once a year
• Penetration testing approach: Another external penetration testing organisation
• Protecting data at rest: Physical access control, complying with another standard
• 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: Export of data is either completed via the Web Portal or by email request to the Service Team
• Data export formats:
  • CSV
  • Other
• Other data export formats: XLS
• Data import formats:
  • CSV
  • Other
• Other data import formats: XLS

Data-in-transit protection

• Data protection between buyer and supplier networks: TLS (version 1.2 or above)
• Data protection within supplier network: TLS (version 1.2 or above)

Availability and resilience

• Guaranteed availability: If the Contractor fails to commence collection of call data, necessary for the provision of the Managed Service, by the agreed Commencement Date of Data Collection set out in the Service Level Agreement, or such revised date as may be agreed, and the Customer shall have suffered a loss, the Customer shall be entitled to receive a Credit to be offset against the Managed Service Charge for the immediately following period by way of liquidated damages.; This Credit shall be based on the aggregate sum payable for the Managed Service for the period covered by the Customer’s Purchase Order or the first 12 months of the Contract, whichever is shorter, and it shall be set at ½% of this figure for each full week between the Commencement Date or revised Commencement Date and the actual Commencement Date, but the amount of such Credit shall not in any case exceed 10% of this figure and such Credit shall be in full satisfaction of the Contractor's liability for the said failure. The Contractor and Customer agree that such sum is a genuine pre-estimate of the Customer’s loss arising from such delay.
• Approach to resilience: Resiliency is generally defined as part of the contract and hardware and equipment provisioned accordingly to deliver the level of resilience the customer specifies.
• Outage reporting: Customers are informed of any outages by email.

Identity and authentication

• User authentication needed: Yes
• User authentication: Username or password
• Access restrictions in management interfaces and support channels: Users are created within the system and their information access is defined as part of this process
• Access restriction testing frequency: Never
• Management access authentication: Username or password

Audit information for users

• Access to user activity audit information: No audit information available
• Access to supplier activity audit information: No audit information available
• How long system logs are stored for: Less than 1 month

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: No
• Other security certifications: No

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: No
• Security governance approach: Our Information Security Policy has been developed following the guidelines of ISO 27001 (formerly ISO 17799), 'Information Technology - Code of Practice for Information Security Management'.
• Information security policies and processes: Our Information Security Policy has been developed following the guidelines of ISO 27001 (formerly ISO 17799), 'Information Technology - Code of Practice for Information Security Management'. All staff receive training on this policy which is monitored and reported against as part of our ISO 9001 accredited QMS.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: BTS uses a system of change management based on Prince 2 to document and review the risks of all changes including their security implications.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: All our services are reviewed for potential treats and weaknesses both during design and throughout operational life.; ; Where a potential threat is identified, patches are applied as soon as reasonably practical.; ; We monitor alerts from National Cyber Security Centre and receive notification from both Microsoft and Symantec.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Where necessary we monitor user activity and access to ensure users can be made accountable for their actions and to detect unauthorised activity and access that is either suspicious or is in violation of security policy requirements.
• Incident management type: Supplier-defined controls
• Incident management approach: All security incidents must be reported immediately to Line Manager and the Resources Director who will:; • Acknowledge receipt of incident report; • Place incident on BTS Issues List for review at Management Review Meeting; • Copy incident report to relevant 3rd Party organisations; • Conduct initial investigation of reported incident; • Review relevant security procedures to prevent recurrences; • Initiate any disciplinary procedures that may be required; • Report back to individual reporting the incident, Management Review Meeting and any other interested parties informing them of outcome of the investigations and any procedural changes that are to be implemented

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

  BTS Holdings limited trading as Atereo is a signatory to the SME Climate Hub and has made a commitment to achieving Net Zero 2040.
• Equal opportunity:

  Equal opportunity

  Equal opportunity; ; BTS is committed to valuing diversity and seeks to provide all staff with the opportunity for employment, career and personal development on the basis of ability, qualifications and suitability for the work as well as their potential to be developed into the job. We believe that people from different backgrounds can bring fresh ideas, thinking and approaches which make the way work is undertaken more effective and efficient. The company will not tolerate direct or indirect discrimination against any person on grounds of age, disability, gender / gender reassignment, marriage / civil partnership, pregnancy / maternity, race, religion or belief, or sexual orientation whether in the field of recruitment, terms and conditions of employment, career progression, training, transfer or dismissal. It is also the responsibility of all staff in their daily actions, decisions and behaviour to endeavour to promote these concepts, to comply with all relevant legislation and to ensure that they do not discriminate against colleagues, customers, suppliers or any other person associated with the company. In adopting these principles BTS fully recognises its legal obligations under all relevant legislation and codes of practice, and will not tolerate acts that breach this policy. All such breaches or alleged breaches will be taken seriously, be fully investigated and may be subject to disciplinary action where appropriate. To ensure we fulfil our duties under the Equality Act 2010, BTS follows the Association of Equality Scheme Providers (AESP) National Equality Framework for UK Organisations, which assists in identifying and managing the various elements of equality practice.

Pricing

• Price: £0.04 to £0.08 a device a month
• 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 tender@atereo.net. Tell them what format you need. It will help if you say what assistive technology you use.