Intuitive Systems & Networks

ISN - Microsoft Teams and Calls

ISN are a networking-and-security specialist that provide Microsoft Teams integration for clients. Moving physical calling infrastructure to the cloud.

Features

• Enables content to-be delivered to a network of clients
• Provides unlimited archiving, online backups and full disaster recovery
• Is an advanced-logging and analysis tool for all client interactions
• Provides fully automated message queuing and processing
• All interactions via WxCC can be warehoused as required

Benefits

• MS Teams removes the need for on-site equipment
• Latest generation of social media interaction with clients
• Work Force Optimisation and Quality Management
• MS-Teams becomes another application to manage on the Cloud network
• Integration that delivers one solution across the organisation
• On premise equipment can be retired when using MS Teams

£100 to £140 a licence 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

• Modern Slavery statement

  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 ian.douglas@isn.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 13

Service ID

493890251283427

Contact

Ian Douglas
0203 239 2476
ian.douglas@isn.co.uk

Service scope

• Software add-on or extension: No
• Cloud deployment model: Private cloud
• Service constraints: No
• System requirements:
  • No Specific System Requirements
  • Requires Browser Access

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Within 2 Hours
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.1 AA or EN 301 549
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: No
• Onsite support: Yes, at extra cost
• Support levels: 4 Hour Response 24/7; 8 Hour Response Next Business Day; ; The cost is based on the number of users and the type of licenses used for the contact center; ISN will provide a technical account manager
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Onsite and online training along with extensive documentation
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: Upon contract termination all data is transferred to the client via a link to an online data store, the service is shut down and Microsoft erase all information regarding the service
• End-of-contract process: At the end of the contract the service is terminated and the client can no longer use the cloud based contact center service.; The contract will include the licenses to use the service at different levels of functionality depending on the user.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • Microsoft Edge
  • Chrome
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: All the features are the same
• Service interface: No
• User support accessibility: WCAG 2.1 AA or EN 301 549
• API: No
• Customisation available: No

Scaling

• Independence of resources: The service is set up per account and is scaled according to the number of licenses purchased plus an additional 100% capacity

Analytics

• Service usage metrics: Yes
• Metrics types: MS Teams delivers comprehensive service metrics for all users in line with other industry leading cloud contact center services.
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

• Supplier type: Reseller providing extra support
• Organisation whose services are being resold: Microsoft

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: Managed by a third party
• Penetration testing frequency: At least every 6 months
• Penetration testing approach: ‘IT Health Check’ performed by a Tigerscheme qualified provider or a CREST-approved service provider
• Protecting data at rest:
  • Physical access control, complying with CSA CCM v3.0
  • Physical access control, complying with SSAE-16 / ISAE 3402
• Data sanitisation process: Yes
• Data sanitisation type: Explicit overwriting of storage before reallocation
• Equipment disposal approach: A third-party destruction service

Data importing and exporting

• Data export approach: The data is all stored in the cloud and can be exported via a link provided by Microsoft
• Data export formats:
  • CSV
  • ODF
• Data import formats:
  • CSV
  • ODF

Data-in-transit protection

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

Availability and resilience

• Guaranteed availability: 99.99% availability
• Approach to resilience: Microsoft provide fully redundant cloud services to support the Webex Contact Centre solution. In the event of a DC failing the service is replicated and will continue to work seamlessly.
• Outage reporting: E-Mail Alerts

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
• Access restrictions in management interfaces and support channels: Microsoft provides a comprehensive capability to deliver the right level of access for each individual on the system as defined by the administrator
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • 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: At least 12 months
• Access to supplier activity audit information: Users have access to real-time audit information
• How long supplier audit data is stored for: At least 12 months
• 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: QMS International
• ISO/IEC 27001 accreditation date: 02/03/2015
• What the ISO/IEC 27001 doesn’t cover: Design and development of software A.6.2. Teleworking A.14.3. Test data
• 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: Yes
• Security governance certified: Yes
• Security governance standards: ISO/IEC 27001
• Information security policies and processes: ISN are ISO 27001 : 2017 accredited Certificate Number : 14122678 | Approval Date : 02/03/2015 | Expiry Date : 01/03/2025 ISO are audited annually by QMS International. Mr Richard Titheradge is a director of ISN and is the Information Security Management Representative.

Operational security

• Configuration and change management standard: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Configuration and change management approach: The service is delivered as a cloud managed solution on the MS platform These are managed by Microsoft
• Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Vulnerability management approach: MS Teams is delivered by Microsoft and they manage all of the vulnerability issues
• Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Protective monitoring approach: MS Teams is delivered by Microsoft and they provide the monitoring
• 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: MS Teams is delivered by Microsoft and they provide the incident monitoring

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: No

Social Value

• Covid-19 recovery:

  Covid-19 recovery

  ISN Did not furlough any staff during the whole of the Covid period
• Equal opportunity:

  Equal opportunity

  ISN are an equal opportunity employer

Pricing

• Price: £100 to £140 a licence 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

• Modern Slavery statement

  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 ian.douglas@isn.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.