Daisy Communications Ltd

Daisy Communications Teams Direct Routing

Daisy has partnered with Gamma to provide a multi tennant Microsoft Teams Direct Routing solution.
Microsoft Teams - Direct Routing provides the ability to enable PSTN calling within Microsoft Teams using
Gamma as the underlying infrastructure provider.

Features

  • Hosted Direct Routing as a Service
  • Includes bundled outbound calls to 01, 02, 03 and 07
  • Integrates with contact centre, call recording and your current PBX
  • Full unified communications platform in the cloud

Benefits

  • Allows you to quickly and easily enable telephony in Teams
  • Better value and more flexible than Microsoft Calling Plans
  • No on premise equipment to manage or maintain
  • Fully utilise your Microsoft licences
  • Fully unify communications on one platform
  • Remove the burden of legacy telephone systems
  • Highly resilient as cloud based

Pricing

£5 a user a month

  • Education pricing available

Service documents

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 jacob.brown@daisycomms.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

5 0 0 2 2 8 9 5 3 4 7 0 5 7 9

Contact

Daisy Communications Ltd Jacob Brown
Telephone: 07741140260
Email: jacob.brown@daisycomms.co.uk

Service scope

Software add-on or extension
Yes
What software services is the service an extension to
Microsoft Teams. You need Microsoft Teams with an E5 or E3 plus Phone System add-on license.
Cloud deployment model
  • Public cloud
  • Hybrid cloud
Service constraints
You need Microsoft Teams with an E5 or E3 plus Phone System add-on license.
System requirements
  • Internet connectivity
  • Firewall guidelines
  • Minimum device specification
  • Network hardware

User support

Email or online ticketing support
Email or online ticketing
Support response times
P1 fault - response in 1hr, updates every 4hrs till resolution
P2-P3 fault, response in 4hours and minimum time for next update is 12 working hours till a resolution fix time is known
General query, 4hour response, SLA of a 5 days completion unless a new resolution time has been provided
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
No paid support option on any at the moment. Further information can be found in the service descriptions
Support available to third parties
Yes

Onboarding and offboarding

Getting started
Onsite training is provided at point of install and additional training can be given at any point of the life of the contract (may incur additional costs). Product guides can be accessed via the client portal and can be sent out from the support teams
Service documentation
Yes
Documentation formats
PDF
End-of-contract data extraction
All key information can be gathered in My account, additional information can be gather via raising a support ticket
End-of-contract process
At the end of the contract there will be no price increase and agreed contract rates will continue. Customers must give 90 days notice before the end of their contract to terminate or the contract will roll for 1 year

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
  • MacOS
  • Windows
Designed for use on mobile devices
Yes
Differences between the mobile and desktop service
No feature difference just different appearance
Service interface
No
User support accessibility
None or don’t know
API
No
Customisation available
Yes
Description of customisation
Inbound and outbound call routing, turning features on and off at user level

Scaling

Independence of resources
Our Suppliers network is a fully scalable service that is based on AudioCodes Cloud Edition virtual Session Border Controllers hosted in AWS. Cloud Edition offers increased high availability and scalability and flexibility for tenants. Having the AudioCodes Cloud Edition highly available clusters in place means that multiple components can fail within a single cluster without impact to the service. The highly available solution is located in AWS UK government compliant datacentres (in London and Ireland).

Analytics

Service usage metrics
Yes
Metrics types
This can be viewed via a web gui to see call usage, this data can be seen as a dashboard or be exported too
Reporting types
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

Supplier type
Reseller providing extra support
Organisation whose services are being resold
Gamma Telecoms Limited

Staff security

Staff security clearance
Other security clearance
Government security clearance
None

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
Never
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
Deleted data can’t be directly accessed
Equipment disposal approach
A third-party destruction service

Data importing and exporting

Data export approach
This can be completed via the users web Gui Login
Data export formats
  • CSV
  • Other
Other data export formats
PDF
Data import formats
CSV

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)
  • IPsec or TLS VPN gateway

Availability and resilience

Guaranteed availability
The service availability SLA for the service is 99.95%.
Approach to resilience
Our Suppliers network is a fully scalable service that is based on AudioCodes Cloud Edition virtual Session Border Controllers hosted in AWS. Cloud Edition offers increased high availability and scalability and flexibility for tenants. Having the AudioCodes Cloud Edition highly available clusters in place means that multiple components can fail within a single cluster without impact to the service. The highly available solution is located in AWS UK government compliant datacentres (in London and Ireland).
Outage reporting
Via contacting our support Teams through email or via phone

Identity and authentication

User authentication needed
No
Access restrictions in management interfaces and support channels
Customers have no access to management interfaces. Access to support channels is for nominated users only.
Access restriction testing frequency
Never
Management access authentication
  • 2-factor 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
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
30/04/2020
What the ISO/IEC 27001 doesn’t cover
The scope of the ISO27001 certificate relates specifically to activities conducted from the Head Office location in Nelson. Additional activities that are conducted from our Prudhoe and Aston offices, including marketing and System Provisioning, are not within the scope of the certificate.
ISO 28000:2007 certification
No
CSA STAR certification
No
PCI certification
No
Cyber essentials
No
Cyber essentials plus
No
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
We follow and are accredited to ISO27001. The ISMS policy can be provided on request.

Operational security

Configuration and change management standard
Supplier-defined controls
Configuration and change management approach
A ticket would need to be raised with the support team and would be given a unique reference, which would then be reviewed by a support team member. The changes would then be completed, logged and tested with the customer to makesure they hit the requirement requested.
Vulnerability management type
Supplier-defined controls
Vulnerability management approach
R&D engineers review the configuration of the solution and simulate usage scenarios to expose potential configuration issues which can lead to security incidents. • Executive performs regular penetration testing as part of our suppliers Cyber Essentials accreditation. • R&D team reviews release notes for all the key vendors and if a vulnerability is a patch is applied following emergency change request (typically same day). • Exactive receives communication directly from vendors for any major security vulnerability and software bugs.
Protective monitoring type
Supplier-defined controls
Protective monitoring approach
This product is actively monitored by our supplier who will make us aware of issues proactively.

Tickets are logged in our CRM and if a compromise is found it will be logged with the supplier and the buyer, please see our SLA for response times
Incident management type
Supplier-defined controls
Incident management approach
Customers can generate tickets by emailing our support inbox. Tickets are automatically generated via our CRM and assigned a category and further sub-issue types where necessary by the engineer who is working on the ticket. Customers can also call in and a member of the team will raise a ticket accordingly. Customers are automatically updated on the status of their ticket when any change is made and an incident report can be provided on demand, bespoke to the customer and their incident.

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

Daisy Communications are currently working to implement a company wide ESG framework. This framework is further supported by our ongoing certification to ISO14001. We have environmental objectives including a plan to be come carbon neutral by 2028. This is in addition to measures already implements to reduce our carbon footprint including transitioning to an all hybrid fleet, replacing all existing lightbulbs with low energy alternatives and switching to renewable energy sources.
Covid-19 recovery

Covid-19 recovery

The Daisy Communications Health and Safety team continues to monitor the latest government guidance in relation to the COVID-19 pandemic and ensures any and all required safety measures are implemented within the building. This is further supported by periodic training and awareness plans to ensure all employees are aware of their responsibilities to protect themselves and others.
Tackling economic inequality

Tackling economic inequality

Daisy Communications is committed to tackling economic ineuality by paying all employees the living wage, eliminating employee discrimination, complying with all applicable tax laws, and encouraging the same investment throughout our supply chain.
Equal opportunity

Equal opportunity

Daisy Communications have a documented and embedded equality and diversity policy. All employees are required to review this policy before any probationary period is signed off as complete. The HR department continuously monitors adherence to this policy with concerns flagged to Senior Management and the Compliance team.
Wellbeing

Wellbeing

Daisy Communications takes the mental and physical wellbeing of employees very seriously. Over the last 6 months, members of the HR team successfully completed Mental Health First Aider training and presented an interactive workshop on the subject with all employees across the business. This is in addition to ongoing initiatives like coffee and cake mornings, cycle to work schemes and new starter mentoring schemes, all of which are aimed at improving the mental and physical health of employees.

Pricing

Price
£5 a user a month
Discount for educational organisations
Yes
Free trial available
No

Service documents

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 jacob.brown@daisycomms.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.