Trustmarque Solutions Limited

Trustmarque Cloud Collaboration Service

Provision of a full range of collaboration products, solutions and services for user communication, ideation, content creation and productivity activities.

Features

• Conferencing and Messaging
• Cloud Calling
• Communication Gateways
• Voice Gateways and Connectivity
• Telephony Extensions
• Unified Communication Applications
• Multiple Device Integration
• Call control
• Contact Centre
• Collaboration Endpoints

Benefits

• Efficiency and productivity of user time
• Ease of use - intuitive interfaces
• Time to value - quicker benefit realisation
• Demonstrable ROI through measured insights
• Omni-Channel - Integration of communication channels
• Shaped for your infrastructure - any cloud
• Highly available - maintain user productivity
• Integrate into wider platforms for a single system view
• Highly scalable - grow and shrink with ease

£0 to £0 a unit

• Education pricing available
• Free trial 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 tenders@trustmarque.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

494689765376554

Contact

Lorraine Spence
01904 924089
tenders@trustmarque.com

Service scope

• Software add-on or extension: No
• Cloud deployment model:
  • Public cloud
  • Private cloud
  • Community cloud
  • Hybrid cloud
• Service constraints: Particular constraints would need to be further understood as part of service scoping and project take-on.
• System requirements: Internet Access

User support

• Email or online ticketing support: Yes, at extra cost
• Support response times: We offer Standard SLA's which underpin our response times. However, we would commonly see responses to questions within a 2 hour window
• 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: P1 - 30 mins P2 - 1 Hour P3 - 4 Hours P4 - 1 Day Cost is determined on a contract by contract basis and an entire team of named technical and support engineers are assigned to each customer
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Service on-boarding follow the following process: 1. Introduce Account Team 2. Initial scoping call/meeting 3. Agree communication plan 4. Confirm SLAs are appropriate 5. Define reporting requirements and frequency 6. Commence Service
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: The data held by us is the procurement data from the service, this is provided upon request in the form of a CSV file.
• End-of-contract process: Data will be provided upon contract termination

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
• Application to install: Yes
• Compatible operating systems:
  • Android
  • IOS
  • Linux or Unix
  • MacOS
  • Windows
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: None
• Service interface: Yes
• User support accessibility: WCAG 2.1 AA or EN 301 549
• Description of service interface: Standard provisioning and Moves, Adds, Changes and Deletions are available via the Service Interface
• Accessibility standards: WCAG 2.1 AA or EN 301 549
• Accessibility testing: None
• API: Yes
• What users can and can't do using the API: The services architecture provides a standards-based request/response interaction with the service for API interactions. ; Trustmarque will advise on specific API integrations and compatibility based on the customers requirement where this goes beyond standard integration of system components.
• API documentation: Yes
• API documentation formats:
  • HTML
  • PDF
• API sandbox or test environment: Yes
• Customisation available: No

Scaling

• Independence of resources: We ensure that for every 10 enterprise scale organisation deploy we the following dedicated team: 1 x Client Director, 1 x Internal Account Manager, 1 x Licensing Specialist, 0.5 X Operational Admin , 0.5 X Procurement Admin, 0.2 X Vendor Alliance Manger. We use this model to scale this service and ensure that the integrity of the service is maintained at all times.

Analytics

• Service usage metrics: Yes
• Metrics types: We provide a range of data based on client activity through the service. This is broken down into, purchase history, spend analysis, delivery, SLAs, individual/group/departmental spend.
• 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: Consultancy, implementation, and support

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
  • European Economic Area (EEA)
  • Other locations
• User control over data storage and processing locations: Yes
• Datacentre security standards: Managed by a third party
• Penetration testing frequency: Less than once a year
• Penetration testing approach: In-house
• Protecting data at rest:
  • Physical access control, complying with CSA CCM v3.0
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Physical access control, complying with another standard
  • Encryption of all physical media
  • Scale, obfuscating techniques, or data storage sharding
• 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: Not applicable.
• Data export formats: CSV
• Data import formats: CSV

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

Availability and resilience

• Guaranteed availability: Up to 24/7 support operations available in line with specific customer solution. Solution availability is dependant on specific customer architecture.
• Approach to resilience: Available upon request
• Outage reporting: Outages can be reported via dashboard, automated reporting/alerting, or both.

Identity and authentication

• User authentication needed: Yes
• User authentication: Other
• Other user authentication: Multiple authentication options are available from basic username and password, to multifactor, depending on specific solution design.
• Access restrictions in management interfaces and support channels: Not applicable.
• Access restriction testing frequency: Less than once a year
• Management access authentication: Other
• Description of management access authentication: Based on client requirements.

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: No audit information available
• How long system logs are stored for: User-defined

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Lloyd's Register
• ISO/IEC 27001 accreditation date: 06/03/2020
• What the ISO/IEC 27001 doesn’t cover: The scope of this approval is applicable to: Information Security for the provision and support of the end-to-end IT services; software, cloud, cyber security, managed services and datacentre solutions; including strategy, planning and integration, licensing, deployment, and management of third-party service providers. In accordance with Statement of Applicability version 5.n.
• ISO 28000:2007 certification: No
• CSA STAR certification: Yes
• CSA STAR accreditation date: 29/09/2016
• CSA STAR certification level: Level 1: CSA STAR Self-Assessment
• What the CSA STAR doesn’t cover: NA
• PCI certification: Yes
• Who accredited the PCI DSS certification: Coalfire Systems Inc
• PCI DSS accreditation date: 01/04/2016
• What the PCI DSS doesn’t cover: Tba
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: Yes
• Any other security certifications:
  • FACT
  • NHS IG Toolkit
  • FedRamp
  • NIST 800-171
  • EU Model Clauses
  • Cyber Essential Plus

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: Available on request.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Available on request.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Available on request.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Available on request.
• Incident management type: Supplier-defined controls
• Incident management approach: Available on request.

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

  Trustmarque's Environmental Policy and Carbon Reduction Plan include delivering and supporting actions on reducing our carbon footprint and our impact on climate change. We have set a target to achieve net zero by 2035. Our policies include 'Virtual First 'meetings, energy reduction plans, flexible working, green software solutions and associated services from innovative suppliers to promote digital environmental innovation, promoting sustainable procurement. Please contact Trustmarque to discuss the provision of Social Value. Any Social Value deliverable must be agreed with Trustmarque and be proportionate to the contract value and scope.

  Covid-19 recovery

  Trustmarque can provide re-training for those left disadvantaged by Covid-19 through skills training, CV and interview workshops. We promote employment and skills by working with Buyers to identify individuals who can benefit from our incentives, which can include workshops to develop and help those who face barriers to employment and increase digital accessibility for communities and hard to reach groups. We can also provide access to apply for apprenticeship and work experience opportunities. Please contact Trustmarque to discuss the provision of Social Value. Any Social Value deliverable must be agreed with Trustmarque and be proportionate to the contract value and scope.

  Tackling economic inequality

  Trustmarque tackles economic inequality through operating a diverse supply chain including many SMEs and micro businesses. Our access to a broad range of suppliers ensures both resilience and capacity. Trustmarque is continuously refining our supply chain to meet the ever-changing needs of our customers and to ensure we can always offer the best solution through capability, capacity and resilience at the best price. Our vendor agnostic approach among suppliers allows us to support innovation and disruptive technologies to deliver lower cost and/or higher quality goods and services to customers. Please contact Trustmarque to discuss the provision of Social Value. Any Social Value deliverable must be agreed with Trustmarque and be proportionate to the contract value and scope.

  Equal opportunity

  Trustmarque operates an Equal Opportunities policy that outlines our commitments including creating a workforce that reflects the diversity of our communities. Other initiatives include supporting disabled people to develop skills and supporting in-work progression. Trustmarque is a Level 1 Disability Confident employer, demonstrating our commitment to employing a diverse workforce so all can flourish. We are committed to a policy of treating all its employees and applicants equally. We are committed to creating an environment where diversity is valued and respected and where our people can bring their different perspectives, and whole selves to work. Inclusivity and equal opportunities for all colleagues are paramount. Trustmarque is a Living wage employer, and we offer 14–18-month apprenticeships. In February 2024 we launched Encircle our DEI network – made by colleagues, for colleagues to support Diversity, Equity, and Inclusion in the workplace. Please contact Trustmarque to discuss the provision of Social Value. Any Social Value deliverable must be agreed with Trustmarque and be proportionate to the contract value and scope.

  Wellbeing

  We align our approach to mental wellbeing to the six standards in the Mental Health at Work commitment, including staff work and wellbeing sessions, flexible working, speak-up policy, etc. We have a dedicated team of qualified Mental Health First Aiders who offer support to all Trustmarque Group Colleagues to offer advice regarding how to support and signpost – this is linked to the ALGEE mental health action plan. The Work+Wellbeing team also facilitate workshops or share resources to support wellbeing within the workplace, this can be found on our Work+Wellbeing team via the Trustmarque Hub. We have an Employee Assistance Programme which is available 24/7 to all Trustmarque Group Colleagues. Please contact Trustmarque to discuss the provision of Social Value. Any Social Value deliverable must be agreed with Trustmarque and be proportionate to the contract value and scope.

Pricing

• Price: £0 to £0 a unit
• Discount for educational organisations: Yes
• Free trial available: Yes
• Description of free trial: Trails can be arranged in line with any customer opportunity as part of roadmap and planning.

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