Redcentric Solutions Limited

Unity on a SIM Service (VoIP)

Redcentric’s Unity on a SIM service delivers office PBX features to any unlocked mobile handset. The service provides an instant, wire-free phone system leveraging all standard features and functions of Redcentric’s core hosted IPT service. Insert the SIM into the phone and the PBX is ready.

Features

• Real-time Reporting for both fixed and mobile workforce
• Extension Dialing between office and mobile workers
• Single Voicemail
• Single Number Reach
• Always on multi-network coverage
• Single dial plan

Benefits

• Rapid Site Deployment - improve speed of service deployment
• Single Number Reach - minimizes complexity
• Compliance - Mobile Call Recording
• Multi-Network coverage - improves service availability
• Single interface to manage both fixed and mobile users
• Single interface to report on both fixed and mobile users

£16.00 to £55.00 a user a month

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

Framework

G-Cloud 13

Service ID

492743966903953

Contact

Steph Heseltine
+441423850000
tenders@redcentricplc.com

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: Hosted IPT Service.
• Cloud deployment model:
  • Public cloud
  • Private cloud
  • Hybrid cloud
• Service constraints: This is a SIM Only service. The service must include a standard hosted IPT user service pack.
• System requirements: Mobile handset used must be unlocked

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: We aim to acknowledge all Advice and Guidance requested within 15 minutes. Response times will depend on the request type and level of detail required. We typically aim to provide an initial response within 1 hour of the request being made however this can vary dependent on the nature of the request.
• 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: Redcentric’s customer service operation is available 24/7/365 and can be contacted by telephone, email or via the customer portal. Support is included at no additional cost with Redcentric's services. Redcentric has one direct point of contact for customer support, which deals with all aspects of the service. The Redcentric customer services team takes full responsibility for supporting and logging problems and technical support queries. Their specific role is to ensure that all telephone, email and portal queries are answered and resolved as promptly as possible. Redcentric has a team of Service Delivery Managers and Cloud Support Engineers available. These teams are not included as a standard service and are charged based on the published SFIA rate card.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: On-Boarding comprises of a project managed, five-phase technical and business consultative process.; Phase1: Voice Project Definition workshop - Redcentric presales to work with the customer to clearly capture & document the IPT requirement(s). ; Phase2: PoC – Where required to build a POC to demonstrate all agreed feature functionality. Customer sign-off required prior to the next phase.; Phase3: Porting Requests Submitted - If required, porting requests will be submitted to the Losing Communications Providers (LCPs).; Phase 4: Site Build/Rollout - On the day of the go-live, Redcentric will rollout the IPT services, update the associated customer’s billing account(s) and assign all ported/new numbers to the account. ; Phase5: Customer Training – Admin and floor walking. Delivered on-site or web session(s) defined during project definition workshop. ; ; Upon expiration of the IPT Service contract where Customer chooses not to renew with Redcentric. The decommissioning process:; Phase1:- Contractual; Expiration of service contract or Customer decides not to renew. This may include early termination by the Customer, subject to payment of early termination fees.; Phase2: - Service Decommission; Cessation of IPT Service and associated features. Plus, the removal of user accounts from core platform(s). ; Phase3: - Porting out of numbers from Redcentric to the gaining party.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
  • Other
• Other documentation formats:
  • Service definitions are provided online in PDF format
  • Online service support accessed via self-service portal in HTML format
  • Self help documentation may be provided via online videos
• End-of-contract data extraction: EXIT PLAN The Exit Plan shall, unless otherwise agreed with the Customer: • address each of the issues set out in this Exit Plan in order to assist the Customer in facilitating the transition of the Redcentric Services from Redcentric to a replacement supplier, or the Customer ensuring to the extent reasonably possible that there is no disruption in the supply of Services and that there is no deterioration in the quality of delivery of the Services during any period of transitional assistance; • provide an estimate of the scope of transitional assistance that may be required by the Customer and suggest how such assistance might be provided (if required); and • provide an estimate of Redcentric’s personnel that may be required to provide transitional assistance and suggest the management structure to be put in place and employed to provide such transitional assistance. AGREEMENT TERMINATION On termination or expiry of the Service Agreement, the Customer must undertake the following responsibilities: • agree a time and date for the Redcentric owned equipment to be removed; and then • remove the Customer’s equipment at the agreed time on the agreed date in a sequence to be specified by the Customer
• End-of-contract process: Where the Customer requests the provision of additional transitional assistance, in addition to their initial requirements, Redcentric shall provide such assistance as an additional service. The additional transitional assistance shall be chargeable at the Redcentric prevailing time and materials consultancy day rates.

Using the service

• Web browser interface: No
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: The service is delivered against the mobile SIM and doesn't rely on any application software being installed on the mobile device. The day to day management of users is managed via a secure web portal.
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: The service is managed via a secure online portal access through a users browser. Users are managed via Role Based Access Control.
• Accessibility standards: None or don’t know
• Description of accessibility: Our online services are written in open source code and are accessible from most major Hardware and Software accessibility devices.
• Accessibility testing: None.
• API: No
• Customisation available: Yes
• Description of customisation: The base service can be configured to support additional feature functionality by the addition of additional/enhanced service overlays. ; Customers are able to customise items such as In Queue, Voicemail and welcome messages to better tailor the service to meet organisational requirements. In addition to the basic messaging and call routing customisation, customers can also look to integrate the core service with 3rd party applications by way of partner overlay services. ; ; Users are able to manage organisational moves and changes by way of a self-service portal (role permitting).

Scaling

• Independence of resources: The architecture of the system and platform is such that the availability of required services is constantly managed. This ensures that high utilisation or demand at peak times by an individual customer will not affect other customers.

Analytics

• Service usage metrics: Yes
• Metrics types: Inbound/Outbound calling reports, calculated cost reports, destination report, abandoned call report, ring time to answer report,
• Reporting types:
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

• Supplier type: Reseller providing extra features and support
• Organisation whose services are being resold: Tango Networks (Formerly SIMetric)

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: Up to Security Clearance (SC)

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: Complies with a recognised standard (for example CSA CCM version 3.0)
• Penetration testing frequency: At least once a year
• Penetration testing approach: ‘IT Health Check’ performed by a CHECK service provider
• Protecting data at rest:
  • Physical access control, complying with another standard
  • Encryption of all physical media
  • Other
• Other data at rest protection approach: In the majority, Redcentric does not have access to any raw data which is stored by customers, as such customers must define how data at rest is encrypted and they must manage this themselves. In all cases, Redcentric recommends that data at rest be encrypted using full disk encryption configured using a minimum of AES256. Where customers request that Redcentric manage storage and thus by implication have access to data at rest also, AES256 full disk encryption is implemented. In the event that Redcentric personal have either direct to indirect access to data, only SC cleared members are staff utilised.
• 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: Users can export call usage data through the standard reporting tools
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • PDF
  • Excel
• Data import formats: CSV

Data-in-transit protection

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

Availability and resilience

• Guaranteed availability: <Add SLA Details here> ; Any reduced charges under this Service Level Agreement will be confirmed by credit note issued by Redcentric to our customers, confirming the adjustment to be made to the following monthly charge. The availability Service Level is calculated at the end of each measurement Period and is calculated as follows: Percentage Availability = ((MP-SU)x100)/MP Where: MP = Measurement Period. This is the total number of minutes in the measurement period. SU = Service Unavailability. This is the total number of minutes in the measurement period when the Service is not available for use by the Customer for reasons other than those set out below. ; <Add any exemptions here>
• Approach to resilience: Due to the secure nature of the services Redcentric provides, this information is available on request.
• Outage reporting: During a system outage Redcentric will communicate with our customers via email, updates are also provided via the Redcentric customer portal. The Service Manager will also provide a detailed report following any outage showing the cause of the outage and what mitigation has been put in place to prevent the issue repeating in the future.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Limited access network (for example PSN)
  • Dedicated link (for example VPN)
  • Username or password
• Access restrictions in management interfaces and support channels: Redcentric utilises a centralised RBAC (Role Based Access Control) access control system based on the concepts of Least Privilege and Segregation of Duty to manage Redcentric system administrator and Data Centre Operations access to customer data and solutions. This access control system is subject to regular audit under our ISO 27001 accreditation and ISMS. All Redcentric logical access to the customer hosted data must traverse our management environment, which provides segregation and logging controls. Management activity logs are retained in a secure (read only) manner for at least one year and are sufficient to provide individual accountability.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • 2-factor authentication
  • Limited access network (for example PSN)
  • Dedicated link (for example VPN)

Audit information for users

• Access to user activity audit information: Users contact the support team to get 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 Standards Institute
• ISO/IEC 27001 accreditation date: 20/08/2020
• What the ISO/IEC 27001 doesn’t cover: Hosting in external 3rd parties needs to be brought into scope on a per basis. This is a chargeable extra.
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: Yes
• Who accredited the PCI DSS certification: Gemserv Ltd
• PCI DSS accreditation date: 02/06/2022
• What the PCI DSS doesn’t cover: Requirement 1, 2, 3, 4, 5, 6, 7, 8, 10, 11. Appendix A1, A2
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: Yes
• Any other security certifications:
  • Authorised to process HM Government data marked 'Official-Sensitive'
  • HSCN CN-SP Network provider
  • Certified ISO9001: 2015 - Quality Management Standard
  • Certified ISO22301: 2012 - Business Continuity Standard
  • Authorised to process and store Person Identifiable Data (PID)
  • Certified ISO14001: 2014 - Environmental Management Standard
  • Certified ISO20000-1: 2011 - IT Service Management Standard
  • PSN accredited for the provision of Infrastructure as a Service
  • Information Governance Statement of Compliance (IGSoC)
  • Data Security and Protection Toolkit Compliant

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: As a managed service provider that the delivers services into different vertical sectors (central government, NHS, legal, finance, manufacturing and so on), we take several measures to secure these assets. This requires work to implement, manage and be audited against a number of recognised security standards and frameworks. This benefits all our customers and also provides a recognised and repeatable methodology for delivering services to a higher security level, where required, for specific customer environments. Redcentric’s policy is to deploy individual customers using physical and logical segmentation appropriate to the client’s operational requirements. Segmentation techniques and technologies including MPLS IP-VPN security, firewalls and VLAN technology are used to ensure a high level of security. Testing is typically done at a service provider level so as to not impact specific customer deployments. It is the responsibility of Redcentric to provide an assured managed service infrastructure to deploy client services over. Whilst some aspects of security can be abdicated to the client’s service provider Redcentric recommend that customers perform their own assurance testing within the context of their business setting and context. Redcentric will always co-operate with customers around any testing activities and subsequent outcomes.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Redcentric maintains an ISO 27001 audited configuration and change management process for customer hosting infrastructure. Initial customer hosting deployments are initially configured by a combination of automated provisioning tools and expert system administrators. Newly deployed infrastructure is subject to a peer review prior to being put live. Customer change management is performed according to Redcentric internal ticketing processes and workflows, providing customers with the ability to request and plan changes by Redcentric system administrators, authorisation mechanisms and visibility of work performed on their hosting environment.
• Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Vulnerability management approach: Redcentric proactively manages vulnerabilities within the corporate infrastructure and all infrastructure connected to or participating within 3rd party external networks such as the healthcare network, the public internet and other corporate or partner networks or customer hosting domains. Redcentric conducts quarterly or as required automated in-depth vulnerability scans of critical internal infrastructure including administrative and orchestration systems, underlying customer host servers, backup infrastructure, edge and intermediate firewalls and load balancers using Nessus. These scans are automatically parsed by our internal configuration and change management system and items requiring investigation escalated directly to DevOps.
• Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Protective monitoring approach: Redcentric can provides a range of protective monitoring services including vulnerability management and auditing and assessment services (such as SIEM). Redcentric will work with the customer to put in place an approach to Proactive Monitoring which meets the requirements of the customer.
• Incident management type: Conforms to a recognised standard, for example, CSA CCM v3.0 or ISO/IEC 27035:2011 or SSAE-16 / ISAE 3402
• Incident management approach: Redcentric maintains a formal incident management process for internal and customer-impacting incidents that includes triage, containment and remediation and root cause analysis. Roles are defined to provide responsibility for overall command, communications and technical authority. Workflows and related information are managed by our centralised internal ticketing system. Redcentric will inform customers of any security incident that directly impacts on their hosting solution in a timely manner once detected. Redcentric defines a customer impacting security incident as a security-related problem which may have actively impacted on the confidentiality, integrity or availability of more than one customer.

Secure development

• Approach to secure software development best practice: Independent review of processes (for example CESG CPA Build Standard, ISO/IEC 27034, ISO/IEC 27001 or CSA CCM v3.0)

Public sector networks

• Connection to public sector networks: Yes
• Connected networks:
  • Public Services Network (PSN)
  • Health and Social Care Network (HSCN)

Social Value

• Fighting climate change:

  Fighting climate change

  In recent times ESG has become an important subject for consideration by the boards of companies across the globe and there is increasing demand for transparency and accountability in this area. The UK government has committed to a Net Zero Strategy, with a target to achieve nationwide Net Zero by 2050 and plans to introduce mandatory Sustainability Disclosures Requirements in line with the Taskforce for Climate-related Financial Disclosures framework.; ; Redcentric is fully supportive of this approach, and it is in the process of developing its reporting capabilities in this area. We are committed to developing an ESG strategy that aligns with UN Sustainable Development Goals, to updating our ESG scoring, keeping abreast of the regulatory environment, conducting materiality assessments, publishing our strategy and updating our website with key corporate policies. We are also committed to developing a long-term strategy to achieve Net Zero. Currently Redcentric’s power requirements are met 100% by green energy sources.; ; We are looking to engage with a consultancy firm who will help us to develop a net zero strategy and with some of our ESG reporting requirements that sit under the Environmental pillar. The Board of directors of the Company (the “Board”) is cognisant of the growing importance of ESG and is currently developing a comprehensive corporate ESG strategy with targets to drive further accountability across the business. A full ESG plan will be published at the time of the Company’s preliminary results announcement.; We have maintained our ISO 14001:2015 certification for three years.; Redcentric is a company listed on AIM (Alternative Investment Market), we are required to publish our carbon emissions in our annual reports which are published on the Redcentric website. ; Our Environmental Management System (EMS) was introduced 2018. It is a documented system which is reviewed regularly.
• Covid-19 recovery:

  Covid-19 recovery

  As a key partner to the NHS and working with our healthcare customers, we delivered solutions that enabled business continuity during the pandemic through the provision of secure remote access solutions, national infrastructure, and collaboration services. Redcentric is also proud to have played an active role in supporting the NHS throughout the pandemic, providing services which have provided vital connectivity for new Nightingale hospitals and vaccination hubs.; ; As we move forward from the pandemic, we continue to support our NHS, wider public sector organisations and commercial customers as they move to the new way of working. Providing hosting for critical national infrastructure and solutions that deliver secure access regardless of location and collaboration tools supporting disparate teams.; ; The covid-19 pandemic and the resulting impact had a material influence over the trading environment in which we have operated. Initially we dealt with a surge in demand at the outbreak of the pandemic however we also dealt with a reduction in large scale IT projects as people waited for market and wider environment to stabilise.; ; At Redcentric we continued to operate following our business continuity plan with all staff having the ability to work remotely and only those with roles that dictated it on site, the business did not need to furlough at any point.; ; We have seen encouraging signs of increased customer interactions again and the larger IT projects and paused tenders all now back in progress. Supply issues are being closely monitored by working closely with our supply chain and working with multiple suppliers and partners.; ; Given the tricky headwinds created by covid the performance of the business over the covid period and as we move out of it has been excellent. When compared to the equivalent period pre-covid revenue is up 3.9% and with zero debt.
• Tackling economic inequality:

  Tackling economic inequality

  N/A
• Equal opportunity:

  Equal opportunity

  Equality and diversity; Redcentric actively supports the principle of equal opportunities in employment and is committed to ensuring that individuals are treated fairly, with respect and are valued. Redcentric opposes all forms of unlawful or unfair discrimination on the grounds of colour, race, religion or belief, nationality, ethnic or national origin, sex, gender reassignment, sexual orientation, marital or civil partner status, age, or disability (the "Protected Characteristics"). It is important to Redcentric that no one receives less favourable treatment or be disadvantaged on any of the above grounds. Every possible step will be taken to ensure that individuals are treated equally and fairly and that decisions on recruitment and selection and opportunities for training and promotion are based solely on objective and job-related criteria.; Gender Pay Gap Report; Our gender pay report at the snapshot date of 5th April 2021 showed that the overall difference between men and women’s earnings at Redcentric was 21% (mean) or 18% (median), based on hourly rates of pay at the snapshot date of 5th April. Like most organisations in our industry, the primary reason for our gender pay gap is an imbalance of male and female colleagues at different levels across the organisation. We are confident as we make progress towards achieving greater gender balance across all roles within Redcentric.; Learning and Development; We have a strong ethos of upskilling and supporting the development of our colleagues.; • Apprenticeship programmes - gain qualifications in networks, data storage, computing and electro-technical systems; • Work Experience Programme ‘Redcentric Set Go’ – allowing local students to gain experience within the workplace to enhance their skills and CV; • Learning Management System (Talent LMS) which allows employees to gain access to multiple training modules to enhance their development
• Wellbeing:

  Wellbeing

  At Redcentric, the wellbeing of our colleagues is incredibly important to us. Over the last 12 months we have introduced a whole host of wellbeing initiatives aimed at improving our colleagues mental and physical health.; Hybrid working model has allowed our colleagues more flexibility and encouraged them to gain work: life balance. ; Our Wellbeing Channel hosts resources that support mental and physical health including webinars, mental health resources for children and recordings of our yoga and mindfulness sessions.; The Met Life Wellbeing Hub is available to all employees, providing a range of wellbeing support and access to services including therapy, counselling, legal and financial management information. ; Linking in with our CSR strategy, we have created a Wellbeing calendar that highlights awareness weeks throughout the year, such as Men’s Health Week, Stress Awareness Week and World Mental Health Day. This is accessible on our Wellbeing Teams channel.; The Board leads by example with respect to promoting a healthy corporate culture and ensuring that ethical values and behaviours are embedded in the business. The processes in place for decision making which are documented in its committee terms of reference, the Company’s share dealing code and the requirement for regular disclosure of interests are all examples of processes which require high standards of behaviour from the Board.; Employment policies adopted by the Company, such as its whistleblowing and anti-bribery policies assist in embedding a culture of ethical behaviour and the values set out in its corporate social responsibility statement.; We’ve trained over 20 Mental Health First Aiders across the business with the aim of having at least one in every team and generate continuous engagement through planned initiatives. Our ‘Let’s Talk Service’ is a designated time in the diary each week for Mental Health First Aiders to keep free.

Pricing

• Price: £16.00 to £55.00 a user a month
• Discount for educational organisations: No
• 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 tenders@redcentricplc.com. Tell them what format you need. It will help if you say what assistive technology you use.