Charterhouse Voice & Data

Fusion - Mitel Managed Cloud Telephony & UC Service

Mitel cloud telephony service enabling digital transformation, IPT, VoIP, collaboration, customer experience, social media, IVR, automation, Artificial Intelligence, Google AI, analytics, compliance, security, mobility, scale, flexibility, 24x7 monitoring, 99.99% SLA, IoT, CRM, API integration, Microsoft Teams Integration, cost per user per month.

Features

• Collaboration and conferencing tools
• Mobility
• Video Meetings
• MIFID 2 Call Recording
• SIP services
• API integration to CRM and IoT platforms
• Monitoring and reporting tools
• Microsoft Teams Integration
• Resilience - single or dual data centre deployment

Benefits

• Collaborate from any device anywhere improving productivity and team work
• Feature rich mobility experience on smart devices
• Rich video meetings experience saving time and money boosting productivity
• Meet regulatory compliance with MIFID2 call recording
• Reduce cost with integrated SIP services and call bundles
• Use API integration to CRM and IoT to enable innovation
• Use data and MI to make informed business decisions
• Full PBX integration with Microsoft Teams
• Highly available deployment options ensure business continuity

£1.88 to £4.88 a user a month

• Education pricing available

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

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

Framework

G-Cloud 14

Service ID

480962170651221

Contact

Liz Holmes
02076137441
publicsector@cvdgroup.com

Service scope

• Software add-on or extension: No
• Cloud deployment model: Private cloud
• Service constraints: Some elements of the service may require planned maintenance however the build will ensure this is not service affecting to the end user
• System requirements: Customer connectivity to platform via WAN Internet or mobile network

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: P1 = 1 hr - Site, phone lines or system down, internet connectivity down. Immediate risk to life, compliance or financial.; P2 = 2hr - Intermittent down time, slow response time for business applications.; P3 = 4 hr - Occasional errors with loading web pages, call quality issues for non-critical User; P4 = 8 hr - Move, add, change such as hunt group, programming incorrect.
• 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: Customers can initiate web chat from our portal. They have unique log in access to their section of the portal where they can raise, view and track cases and initiate web chat into our 24x7 NOC
• Web chat accessibility testing: None
• Onsite support: Onsite support
• Support levels: We provide office hours or 24x7 support depending on customer requirement. We provide technical account management and service delivery management along with a technical design authority within the team that manages the customer relationship so as to drive value, ensure the customer maximises adoption of existing technology and constantly innovates. We develop long term partnerships with our customers. Our aim is to gain a deep understanding of customers strategic goals and ensure we provide the technology and service wrap that enables them to meet their business outcomes.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: We provide full on-boarding including user and administration training on all applications and services available. User adoption is vital for the delivery of a successful project and we focus on providing relevant training prior to go live and during the life cycle of the relationship. We provide on-line learning tools and training documentation as required.
• Service documentation: Yes
• Documentation formats:
  • PDF
  • Other
• Other documentation formats:
  • On line materials
  • Video
  • You Tube
• End-of-contract data extraction: We consult on GDPR and understand fully the right to be forgotten and the issues around data sovereignty and ownership. Our platform is multi- instance not multi tenant which makes is easier to ensure regulatory compliance and ensure that customer data is available and can be provided easily during and at the end of the contract. Customers simply request the data at the end of the contract and we will export the data bases and provide all information required.
• End-of-contract process: The customer may sign for a set of services for a set period of time. For example 500 collaboration users, 100 multimedia agents, 200 SIP channels, diverse WAN connections, mobile device management, monitoring, 24x7 support. These services will be provided for the duration of the contract at the price agreed. Typically, 90 days prior to contract expiry, the customer may issue notice and the services will cease on the agreed date. We are open to negotiate bespoke terms suitable for the client. Additional costs may include professional services for project work that lies outside the services agreed within the contract.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Chrome
• Application to install: Yes
• Compatible operating systems:
  • Android
  • MacOS
  • Windows
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: Same user experience
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: Users and administrators can configure settings via the service interface from lap top pc or smart device. Access can be password protected.
• Accessibility standards: None or don’t know
• Description of accessibility: Web interface is available via any browser with user name and password log in.; Users can change settings based on permissions.; Users do not have access to system wide settings for security purposes
• Accessibility testing: None
• API: Yes
• What users can and can't do using the API: Mitel service has an API integration available allowing users to use standard integrations and develop bespoke integrations. Integrations include Salesforce, MS Dynamics, MS Outlook, Bullhorn, Slack, Jabber, MS SfB, MS Teams, PMS
• API documentation: Yes
• API documentation formats: PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Configuration setting can be customised - for example class of service can be customised enabling access to certain calling plans / locations

Scaling

• Independence of resources: Our platform is multi-instance not multi-tenant so no single customer is reliant on or affected by any other customers usage. In terms of individual users within a single customer, we build the instance to cater for growth and scale as agreed and required by the specific customer. Adding additional compute resource when customers grow is simple and non service affecting.

Analytics

• Service usage metrics: Yes
• Metrics types: CPU, Disc, Memory , Network, Number of active instances, application performance, number of active users, trunk utilisation, capacity management
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

• Supplier type: Reseller providing extra features and support
• Organisation whose services are being resold: Mitel, Gamma, Virtual 1, Redbox, Oak, Plantronics, Ribbon, Audiocodes

Staff security

• Staff security clearance: Conforms to BS7858:2019
• 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: Yes
• Datacentre security standards: Managed by a third party
• Penetration testing frequency: At least once a year
• Penetration testing approach: Another external penetration testing organisation
• Protecting data at rest: Encryption of all physical media
• Data sanitisation process: No
• Equipment disposal approach: A third-party destruction service

Data importing and exporting

• Data export approach: Users can request data export via helpdesk
• Data export formats:
  • CSV
  • Other
• Other data export formats: Excel
• Data import formats:
  • CSV
  • Other
• Other data import formats: Excel

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
  • Bonded fibre optic connections
  • Other
• Other protection between networks: Additional security can be provided through our Palo Alto, Rapid7, Mimecast and Darktrace solutions and SD WAN technology. We also provide mobile connectivity security which is prevent duty compliant
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Other
• Other protection within supplier network: Additional security can be provided through our Palo Alto, Rapid7, Mimecast and Darktrace solutions and SD WAN and mobile device management technology

Availability and resilience

• Guaranteed availability: We provide 99.99% available
• Approach to resilience: Resilience is provided at server, application and data centre level utilising HA virtual infrastructure within single data centre and across dual data centre locations. Connectivity resilience is also available for customer connectivity and SIP carrier connectivity.
• Outage reporting: The head of customer service and the CS team reports outages to all customers via email and on customer portal.; Regular updates are provided on an hourly basis unless customer service contract includes specific terms; Customers can view progress and updates on the Portal.; Service delivery managers will escalate and manage incidents for those customers who have an SDM within their support contract

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Dedicated link (for example VPN)
  • Username or password
• Access restrictions in management interfaces and support channels: We provide customer with user name and password access to management interfaces. We can also provide dedicated private connectivity. We develop support processes enabling names individuals to raise change requests and support tickets if required.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • 2-factor authentication
  • Dedicated link (for example VPN)
  • 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: User-defined
• How long system logs are stored for: At least 12 months

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: British Assessment Bureau
• ISO/IEC 27001 accreditation date: 15/09/2021
• 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: Yes
• Any other security certifications:
  • Cyber essentials
  • 3rd party PCI software is PCI DSS compliant
  • 3rd party PCI software is MFID2 compliant

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards: Other
• Other security governance standards: Cyber Essentials
• Information security policies and processes: Charterhouse have achieved the cyber essentials security accreditation.; Cyber Essentials Certification requires that you configure and use a firewall to protect all your devices, particularly those that connect to public or other untrusted Wi-Fi networks.; Cyber Essentials requires that only necessary software, accounts and apps are used.; Cyber Essentials requires that you control access to your data through user accounts, that administration privileges are only given to those that need them, and that what an administrator can do with those accounts is controlled.; Cyber Essentials requires that you implement at least one of the following approaches to defend against malware;; - Anti-malware measures; - Whitelisting; - Sandboxing; - Cyber Essentials Certification requires that you keep your devices, software and apps up to date.; IT manager, IT Administrators, Engineering and operations report directly into the Group IT Director - Alex Derbyshire.; To retain Cyber Essentials Plus accreditation an annual on site audit including network penetration testing is carried out.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: We follow the strict guidelines set out by our vendor partners with regard to de versions, upgrades, new releases. All sw components are provided on general release by our vendors having been tested thoroughly and been deemed fit for delivery / use. We can accommodate customers when wish to operate an N-1 policy as our platform is multi-instance not multi-tenant hence we can adhere to specific customers policies. We follow ITIL processes including chance management process.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: We adhere to our vendors vulnerability management processes. We will deploy patches immediately where practical. We get information regarding potential threats from our vendors.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: We use a number of processes and solutions to identify potential compromises including eforensics, network diagnostics tools, user behaviour analysis, endpoint security, advanced threat protection. Once unusual behaviour or a threat is detected we respond accordingly to inform ten customer where required and or resolve/prevent the compromise. Incidents raised by customers will be responded to as per our P1-P4 categorisation.
• Incident management type: Supplier-defined controls
• Incident management approach: We work to an ITIL aligned Incident Management process. Once notified of an incident, our Service Desk will log and own the incident through to resolution and closure. Incidents are prioritised according to the impact and urgency to the business. The priority determines the target response and workaround/resolution times as well as the frequency of updates that apply for that incident. Proactive communication throughout the life-cycle of the incident is as important as the resolution itself. In line with the priority of the incident we provide regular progress updates until resolution. Escalation is applies ensuring SLAs are met.

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
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  At Charterhouse group are working hard to fight climate change, from Zero or offset carbon suppliers, to making sure we can use the circular economy and deploy tools and services that are carbon or energy reducing compared to the current platforms and services. Some examples are SIP from a carbon neutral company, to recycling old handsets and PBX equipment, and looking to displace handsets for power savings by using softphones on laptops and PC's that are already consuming power over physical handsets that draw power in addition to devices already being powered. ; We are empowering the business to look at this area closely and develop new policies and objectives as part of the business planning cycles. The Environment Policy of The Company is to ensure so far as it is reasonably practicable that its operations will be carried out with a commitment to protecting and enhancing the environment. As an office we know that we generate wastepaper products. However, as we strive for excellence in every aspect of our business, we are committed to minimising the environmental impacts of the business operation.; Our stated aims are to:; • Aim to continuously improve our environmental performance particularly with regards to our recycling and re-use of paper.; • Where possible we will use recycled or ecologically friendly paper.; • We will use 'waste' paper for notepads unless confidentiality may be compromised.; • Reduce our consumption of resources and improve the efficiency of those resources by printing double sided where practicable.; • Manage waste generated from my business operations according to the principles of reduction, re-use and recycling.; • Recycle all paper products, ink or toner cartridges.; • Comply as a minimum with all relevant environmental legislation as well as other environmental requirements.

  Covid-19 recovery

  Charterhouse is a growing group of companies, made up of several organisations from across the UK, we are continuing to employ staff from various backgrounds. ; We have created new employment opportunities, will re-train staff that find themselves in a position that their role is no longer available and support employment of those who left employment by COVID-19. Locally sourced staff is no longer the norm, we are embracing the work from anywhere culture, our staff current and new will have the option to work from home or an office and no longer need to be employed from the local area however, where new staff would like to work from a local office, they will be given that opportunity. ; Charterhouse will look to support businesses in the recovery from Covid by supporting them in new ways of working by implementing new technologies that support the new ways of working that decrees the need for travel and reduce the chance of infection rates. These new technologies and ways of working will support the recovery of our NHS and other organisations to levels pre-Covid. Our ability to bring together many technology stacks allows business to employ the right people as Charterhouse does and drive success through innovative ways of working. ; Implementing new health initiatives within Charterhouse will support mental and physical health for staff, maintaining the hybrid working environment will stop the spread of the COVID 19 within our workforce allowing economic growth.; At Charterhouse, we feel strongly about being able to give back to our community. Each year we nominate an organisation doing great work with those in need and support them – both financially through our regular fundraising, and practically with our business technology expertise where they need help and support.

  Tackling economic inequality

  Charterhouse is growing, in the last 3 years we have purchased existing business to ensure group growth, these companies have brought growth to both their business and ours. These businesses are hiring within the group to ensure that we can continue organic growth to secure the future of staff and the wider group. Our ability to support SME’s is backed by our experience as an SME and one of a family run business. ; Growth for our group comes from within and externally where your ability and attitude is more important than diversity or background. Employing the best person is key to growth, but more importantly equality. Our HR team look at the person and ability to carry out a role rather than disability or background. ; Our goal is to continue growth from organic, ethical and people centric sales. We allow people to be themselves, to thrive, to learn and grow in their role or for future roles. Our staff where needed will be accredited via vendors and suppliers as well as industry standard qualifications needed, backed by time and support from Charterhouse to achieve these skills and accreditations. ; Charterhouse are introducing more robust policies to promote a supply chain that is more sustainable and based on value than size. Smaller distributers and suppliers can deliver more value to the group, we can support smaller business by offering more opportunities to work with us and on behalf of our customers where we need 3rd party support or distribution. ; We work closely with suppliers to ensure that we can deliver on contracts sustainable, ethically and securely, working to many ISO standards though to Cyber essentials and Cyber Essentials Plus, our accreditations provide a framework for growth, improvement and security.

  Equal opportunity

  We have a robust recruitment policy that drives equality from the top down. ; Assessment criteria; Our aim at Charterhouse Group, will be to always recruit the person who is most suited to each role, whether the candidate is internal or external. We recruit solely on the basis of the candidate’s skills, capabilities and individual merit as measured against the criteria for the role. Qualifications, experience, and skills may also be assessed at the level that is relevant to the job.; Job descriptions and employee specifications; Before initiating the recruitment process, the responsible Hiring Manager must ensure that there is an up-to-date job description for the role with clear employee specification.; Advertisement of vacancies; It is our policy that all vacancies be advertised on the company intranet. ; Equality, Diversity and Inclusion; We are committed to applying our equality, diversity and inclusion policy at all stages of the recruitment and selection process. We always carry out shortlisting, interviewing and selection without regard to an applicant's sex, gender identity, sexual orientation, marital or civil partnership status, skin colour, race, nationality, ethnic or national origins, religion or belief, age, pregnancy or maternity leave.; We will never exclude any candidate with a disability unless it is clear that the candidate is unable to perform a duty that is intrinsic to the role, having taken into account reasonable adjustments. ; To prevent any candidate from being disadvantaged because of a disability, the individual responsible for communicating with applicants should ask each candidate whether or not they require reasonable adjustments to be made. ; Interviews; Hiring Managers conducting recruitment interviews will ensure that any questions asked during the interview is not in any way discriminatory or unnecessarily intrusive. The interview will focus on the role and the skills needed to perform it effectively.

  Wellbeing

  Charterhouse take wellbeing seriously, not only do we ensure staff can work to a health work/life balance, but also can work from home when needed.; The further deployment of Yu Life gives staff a set of tools and challenges to maintain both body and mental health. Teams, individuals and friends all compete in daily and weekly challenges to keep body fit, and allows for mental hearth checks and challenges. ; Annual company meetings and mental health first aiders all encourage staff to maintain mental health, but in a time of need they know they have help available. ; In addition to the above, Charterhouse offer all staff added benefits, for example Private Health care, free flu jabs and eye tests, a day off on your birthday each year, all to help boost mind and body health.

Pricing

• Price: £1.88 to £4.88 a user a month
• Discount for educational organisations: Yes
• Free trial available: No

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

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