Opus Telecoms

8x8 Meetings Collaboration

8X8 Meeting Collaboration enables external participants to join meetings directly from their browser without the need to download plugins or software applications. Video Meetings enables interactions that start as a chat or phone call to seamlessly move to a full HD video collaboration session with screen sharing.

Features

• Video/ Audio conferencing via desktop application, mobile app, online dashboard
• Unified messaging via email, web/ online chat, Instant Messaging (IM)
• Collaboration via online meetings, video chat/ video calls/ video conferencing
• Platform interoperability, including Google, Office 365, Salesforce, Microsoft Teams
• Plugins: Presence, caller ID database match, click-to-dial from application/ web
• Audio/video call recording, screening, waiting. Full customer administration suite
• Auto attendant for customisable automated call connect, transfers, queues, greetings
• Cloud PBX: telephony with direct dial extension for every user
• Conference call, private internal and external chat groups
• Unified voicemail management, voicemail-to-email and in-app voicemail

Benefits

• Unified Communications enables digital transformation; agile, flexible working/homeworking
• Conferencing allows distributed workforces to interact as one unified organisation
• Fosters cultural change: seamless user-controlled movement between phones and softphones
• Enables external solutions to collaborate together as one chat room
• Collaboration: rapidly conference with colleagues; data sharing/ file sharing
• Reduced cost of support and maintenance via lower management overheads
• Switch between devices, even during audio/video calls. Simple, intuitive
• Reduces costs and complexity, providing excellent value for money
• Deploy audio/video conferencing via the web for national connectivity
• 8x8's specialist industry expert teams for health, councils, housing authorities

£3.99 a licence a month

• Free trial 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 bid@opustech.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

522598122532015

Contact

Jenny Critchfield
02085457121
bid@opustech.co.uk

Service scope

• Software add-on or extension: No
• Cloud deployment model: Public cloud
• Service constraints: We perform planned maintenance periodically at no disruption to the customer. Customer-facing elements of the service, for example portals and softphones, are upgraded at customer convenience. Non-customer-facing elements, for example PBX functionality, are upgraded with full service continuity maintained throughout.
• System requirements:
  • Personal computer
  • MacBook or web browser-enabled device
  • A high-speed connection to the Internet
  • IP telephone device

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Our response times for email and ticketing support is 30 minutes during the week, at weekends we recommend customers call us.
• 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: The Opus service offerings provide a full range of contracted options for supporting customers, ranging from business hours Monday to Friday to 24 x 7 and everything in between. In all cases, the maximum response time for starting problem diagnosis is 30 minutes. However, we can advise that, in most cases, work starts in around 10 minutes.; ; Service Window; • Premium - 24/7; • Superior - 8.00 - 20.00 Monday - Friday; • Custom - 8.00 - 18.00 Monday - Friday; ; Pricing is provided under the Support Services for G Cloud 13 Service Listing. ; ; You will be assigned a Dedicated Account Manager, details of this can be found within the Service Definition document accompanying this listing.
• Support available to third parties: No

Onboarding and offboarding

• Getting started: At Opus, we prioritise providing a smooth onboarding experience for our users, offering a range of resources tailored to their needs. Whether they prefer hands-on training or self-paced learning, we ensure they have the support they need to start using our services effectively.; For those who benefit from face-to-face interaction, we offer onsite training sessions conducted by our experienced team. These sessions allow users to receive personalised guidance and support in implementing our services within their organisation's unique context.; In addition to onsite training, we provide comprehensive online training modules and user documentation accessible through our digital platforms. This approach offers flexibility and convenience, enabling users to learn at their own pace and refer back to materials as needed.; Furthermore, our dedicated support team is always available to assist users during the onboarding process. Whether through email, phone, or online chat, users can rely on timely support to address any questions or concerns they may encounter.; By offering a combination of onsite and online training, along with responsive support, we ensure that our users feel confident and empowered to leverage our services to their fullest potential from day one.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: Within 24 hours of the expiry of the Contract, data is automatically deleted from the systems. Customers must utilise the built-in product features which provide data exports, or utlise the APIs that give direct access to raw data and export whichever data elements are required to be retained before the expiry or data will become irrecoverable. If a customer requires data to be made available beyond the end of the contract, additional fees will apply.
• End-of-contract process: At the conclusion of the contract, Opus strive to ensure a seamless transition for our clients. Our end-of-contract process includes several key steps to facilitate a smooth departure.; Firstly, we conduct a comprehensive review of the services provided during the contract period to ensure all obligations have been met and any outstanding issues are addressed. We work closely with our clients to finalise any outstanding invoices or payments, ensuring transparency and clarity in financial matters.; As part of our commitment to customer satisfaction, we offer assistance in transitioning to alternative service providers if needed. Our team provides guidance and support to facilitate the transfer of data, accounts, and any necessary documentation to minimise disruption to our clients' operations.; Regarding pricing, our contracts typically include the cost of the core services provided by Opus, such as unified communications, collaboration tools, and support services. Certain optional features or add-ons may incur additional costs.; We maintain open communication with our clients regarding any potential changes in pricing or additional services, ensuring transparency and alignment with their evolving needs. At the end of the contract, we aim to conclude our partnership on a positive note, leaving our clients satisfied with their experience with Opus.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
• 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: Mobile accessibility via a download free app; iOS and Android only.; The application is consistent therefore, looks and works in the same way for the mobile device as the desktop service.
• Service interface: No
• User support accessibility: None or don’t know
• API: Yes
• What users can and can't do using the API: 8x8 has a common language (RESTful) and open API policy, where users proficient in URL-based HTTP APIs can inter-operate across 12 8x8 pre-written APIs. These enable multiple functions, for integration, for example with common CRM/ ERP; Service & Support; Productivity and Service & Security applications. Various bespoke functionality features can be achieved with the APIs. Depending on the proficiency of the user, multiple APIs can be used to widen functionality. Changes are made by the simple manipulation of the HTTP codes. The use of APIs must be by proficient users, familiar with these programming techniques.
• API documentation: Yes
• API documentation formats:
  • Open API (also known as Swagger)
  • HTML
• API sandbox or test environment: Yes
• Customisation available: No

Scaling

• Independence of resources: Systems are scale-out, cloud based. Resources are automatically added as required based on load and utilisation. The 8x8 Architecture team review design and proposed implementation of all new systems before going into operation to challenge assumptions and ensure scale, reliability, availability, security etc. have been considered. A dedicated Quality Assurance team run automated and manual tests against a replica production platform to verify the engineering solution meets 8x8 standards which include load testing.

Analytics

• Service usage metrics: Yes
• Metrics types: A wide variety of online reporting and raw data stats via API are available. Historic reporting includes template based and user configurable data selection, displayable on-screen and exportable in a range of data formats. Live statistics are available on wallboards with configurable statistical measurements that are updated and displayed live. APIs can be utilised to query both live and historic data where a customer wants to utilise the data elsewhere, or potentially make business decisions based on live calling statistics.
• Reporting types:
  • API access
  • Real-time dashboards
  • Reports on request

Resellers

• Supplier type: Reseller providing extra support
• Organisation whose services are being resold: 8x8

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: None

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: No
• Datacentre security standards: Complies with a recognised standard (for example CSA CCM version 3.0)
• Penetration testing frequency: At least every 6 months
• Penetration testing approach: In-house
• 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: A number of online tools exist in the 8x8 applications, as well as low level access to data stores through the APIs.; ; All data is deleted on contract expiration. Customers are responsible for offloading any data contained on the 8x8 Cloud before expiry utilising the built in tools and APIs of the 8x8 products. After expiry of the contract, data is rendered unrecoverable. If a customer requires data to be made available beyond the end of the contract, additional fees will apply.
• Data export formats:
  • CSV
  • Other
• Data import formats:
  • CSV
  • Other
• Other data import formats:
  • XML
  • JSON
  • WAV
  • Various image file types

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)

Availability and resilience

• Guaranteed availability: We aim to have our Services available to Customers 24x7 and include a SLA for system availability as well as call quality. 8x8 enables the delivery of a consistent and reliable end user experience due to a highly available architecture supported by a platform-wide uptime SLA of 99.999%. 8x8’s records and data are basis for all service availability calculations and determinations. 8x8 use commercially reasonable efforts to respond to Unplanned Service Interruptions, 24x7, that are reported through one of our Customer Support channels. To receive Service Credits, the Customer must notify us within 30 days from the time Customer becomes eligible to receive Service Credits. Failure to comply with this forfeits Customer’s right to receive a Service Credit. The Service Credit will be issued on the invoice for the period following the Customer’s request for the Service Credit, unless the Service Credit is due in the Customer’s final month of the Term. In such a case, the Service Credit refund will be mailed to the Customer.
• Approach to resilience: A dedicated Architecture team review all material changes to service definitions and products, before release, as part of 8x8's New Product Introduction (NPI) process. This review challenges design and implementation, looking for service risks. System components are systematically reviewed and assessed for risk using a "Failure Mode and Effects Analysis" methodology, scoring the risk based on methods of failure detection, whether failover is automated, how long failover takes, severity of impact of the failure, and likelihood of the failure. Where a component or system exceeds an acceptable risk, the proposed system solution is rejected and the engineering are required to refactor the solution, or offer mitigations for concerns. Mitigations may include accelerated detection methods, additional redundancy, reduced recovery times, or may require lower level software changes to survive more readily the failure modes.
• Outage reporting: The NOC provide management alerts for any customer affecting outage (and any security breach should one occur). The management alerts are sent via dedicated messaging channels to responsible individuals around the world, and include an audio conference

Identity and authentication

• User authentication needed: Yes
• User authentication: Other
• Other user authentication: The services are accessed using a Single Sign-on solution that presents authorised users with a panel containing icons for all products and tools, no further authorisation is required to access them
• Access restrictions in management interfaces and support channels: All systems are built on the principle of minimum access given. GDPR training is also given to all staff and Policies and Training are given to ensure staff understand how to comply,. New starters and staff changing role are given access to systems they require to perform their job role by system owners upon appropriate authorisation.
• Access restriction testing frequency: At least every 6 months
• Management access authentication: Other
• Description of management access authentication: New starters and staff changing role are given access to systems they require to perform their job role. System access must be approved by system owners before access is given. Forms are circulated by email and electronically signed and logged. Regular ongoing audits are performed by the dedicated internal audit team who verify that the authorisations sent by email match those recorded by the individual systems. External SOX auditors also audit the access processes annually.

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: User-defined

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Alcumus
• ISO/IEC 27001 accreditation date: 18/10/2018
• What the ISO/IEC 27001 doesn’t cover: Software development, Infrastructure Operations, Product Management, HR and all offices outside Aylesbury in the UK are not covered by our ISO 27001 certification.
• ISO 28000:2007 certification: No
• CSA STAR certification: Yes
• CSA STAR accreditation date: March 19
• CSA STAR certification level: Level 1: CSA STAR Self-Assessment
• What the CSA STAR doesn’t cover: None
• PCI certification: Yes
• Who accredited the PCI DSS certification: PCI-DSS SAQ-D Solution Provider QSA Signed AOC
• PCI DSS accreditation date: 01/07/2018
• What the PCI DSS doesn’t cover: Everything is covered
• Cyber essentials: Yes
• Cyber essentials plus: No
• Other security certifications: Yes
• Any other security certifications:
  • FISMA
  • HIPAA

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards:
  • ISO/IEC 27001
  • Other
• Other security governance standards: 8x8 is certified FISMA/NIST 800-53 rev 4, being a superset of FedRAMP and SOC II Types I and II, GLBA and FFIEC. 8x8 is also HIPAA certified (for health information). In the UK, 8x8 additionally has ISO27001 certification and PCI-SAQ-D.
• Information security policies and processes: Opus adhere to a robust set of information security policies and processes (ISO27001) to safeguard sensitive data and ensure the integrity and confidentiality of our systems/services. These cover various aspects of information security, including data encryption, access control and incident response.; We have established a clear reporting structure within our organisation to oversee the implementation and enforcement of these policies. Our Information Security Officer (ISO) is responsible for maintaining and enforcing our information security policies and procedures. The ISO works closely with departmental managers and employees to ensure that security measures are effectively implemented across all levels of the organisation. ; To ensure compliance, we conduct regular audits and assessments of our systems/processes. This includes internal audits conducted by our internal audit team, as well as external audits performed by independent third-party assessors. Additionally, we provide ongoing training programs to educate employees about information security best practices and their roles and responsibilities in safeguarding data.; We employ various solutions, such as access controls, encryption tools, and intrusion detection systems, to monitor and enforce compliance with our security policies. Any violations/breaches are promptly investigated and addressed according to our incident response procedures, which include notification of affected parties and appropriate remediation measures.

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 asset management system tracks location, support agreements, manufacturers warranties, and EOL dates. Operations process that are "Business As Usual" include disc swaps for both faulty and EOL changes. BAU processes are fixed and tested, and require no further authorisation. Non-BAU changes require operations review and approval. Changes that are software releases must have multiple sign-offs, including Architecture, Operations and Support department.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: All production software goes through security review and testing pre-production, including Penetration Testing using multiple tools. Any security issues found are remedied before release. Additional continuous testing is run against production systems (to cover systems which may remain unchanged for long periods). For these systems, the speed of patch deployment depends on the criticality. SLA's: Critical within 24 hours, High within 7 days, Medium within 30 Days and Low within 90 Days. The SIEM team also review security bulletins from both government and commercial security organisations.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: The SIEM team constantly monitors Firewall, Network, IDS and IPS system alerts. In the event that a suspected or actual breach were to take place, escalation to senior management occurs whilst an assessment of the scope of the breach or potential breach is undertaken. Affected customer(s) are notified through the Support Portal. All data customers are processing or storing on 8x8 systems is treated as Sensitive, any suspected data loss is treated as a loss of ""sensitive"" data, and appropriate actions taken. Any notification processes are operated in parallel to ensuring any breach is blocked, and re-occurrence prevented.
• Incident management type: Supplier-defined controls
• Incident management approach: A 24 hour NOC manages all types of incident, including Service and Security incidents, and whether proactively detected or reported by customers. Senior management notification occurs whilst an assessment of the scope of the incident is undertaken. Affected customer(s) are notified through the Support Portal. Any notification processes are operated in parallel to resolving the incident if it is ongoing. Our Support organisation handles customer facing communications, including initial triage of incident reports and assessment of severity. Security incidents or Service outages result in an RCA process including cross-functional reviews, resulting in a customer facing Incident report.

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

• Social Value:

  Social Value

  • Fighting climate change
  • Tackling economic inequality
  • Equal opportunity

  Fighting climate change

  Opus is committed to fighting climate change through our G-Cloud service provision by implementing several key strategies aimed at reducing carbon emissions and promoting environmental sustainability.; Firstly, our cloud-based solutions enable public sector organisations to significantly reduce their carbon footprint by minimising the need for on-premises infrastructure. By leveraging cloud computing, clients can optimise resource utilisation, leading to lower energy consumption and reduced greenhouse gas emissions associated with traditional data centres.; Additionally, our telecommunication services focus on facilitating remote work and virtual collaboration, thereby reducing the need for travel and commuting. By enabling teleconferencing, video conferencing, and remote access solutions, we help organisations cut down on transportation-related emissions and contribute to overall air quality improvement.; Moreover, Opus actively promotes the adoption of energy-efficient technologies and practices among our clients. Through our consultancy services, we advise public sector buyers on selecting sustainable IT solutions, such as energy-efficient hardware and renewable energy sources for data centres. By recommending environmentally friendly options, we empower clients to make informed choices that align with their climate change mitigation goals.; Furthermore, Opus is committed to measuring and reporting the environmental impact of our G-Cloud services. We provide clients with transparent insights into the carbon footprint associated with their IT operations and offer guidance on optimising resource usage to minimise environmental harm.; In summary, our G-Cloud service provision delivers against the social value theme of fighting climate change by promoting energy efficiency, reducing transportation emissions, and empowering clients to make sustainable IT choices. Our commitment to environmental sustainability aligns with the objectives outlined in PPN 06/20 and contributes to building a greener, more resilient future for public sector organisations.

  Tackling economic inequality

  As a living wage supplier, Opus is actively engaged in tackling economic inequality through our G-Cloud service provision. Our commitment to paying employees a living wage is just one aspect of how we contribute to this social value theme. Here's how our G-Cloud provisions addresses economic inequality:; Fair Employment Practices; Opus prioritises fair employment practices, including paying employees a living wage. By providing fair compensation, we ensure that our employees can meet their basic needs and participate more fully in the economy. This approach helps reduce income inequality by promoting financial stability and well-being among our workforce.; Promoting Supplier Diversity; Opus actively seeks out diverse suppliers, including SMEs, minority-owned businesses, and social enterprises. By partnering with a diverse range of suppliers, we contribute to economic inclusion and provide opportunities for smaller businesses to compete in the marketplace, ultimately helping to level the playing field and reduce economic inequality.; Investing in Skills Development; Through our G-Cloud services, Opus invests in skills development programs and workforce training initiatives. By equipping individuals with the skills they need to succeed in the digital economy, we empower them to access better job opportunities and higher-paying roles, thereby contributing to upward mobility and reducing income inequality.; Community Engagement and Collaboration; Opus collaborates with community organisations, government agencies, and other stakeholders to address economic inequality collaboratively. By working together, we can leverage resources, share best practices, and implement targeted interventions that address the root causes of economic inequality and create sustainable change.; In conclusion, our G-Cloud services provision is aligned with the goal of tackling economic inequality by promoting fair employment practices, supporting local communities, promoting supplier diversity, investing in skills development, and fostering collaboration with stakeholders. We are committed to delivering social value and contributing to a more inclusive and equitable society through G-Cloud services.

  Equal opportunity

  Opus is committed to promoting equal opportunities through our G-Cloud service provision in alignment with the Social Value themes outlined in PPN 06/20. We recognise that equal opportunity is a fundamental aspect of creating a fair and inclusive society, and we are dedicated to integrating this principle into our services.; Inclusive Service Design; Our G-Cloud services are designed to be accessible and inclusive for all users. We prioritise usability and ensure that our platforms and interfaces adhere to accessibility standards, making them usable by individuals with diverse needs and abilities.; Diverse Workforce; We ensure that our workforce reflects the diverse communities we serve. We actively promote diversity in recruitment and provide equal opportunities for all individuals, regardless of their gender, race, disability, age, sexual orientation, religion, or belief.; Training and Development; We invest in training and development programs to promote awareness and understanding of equal opportunities among our staff. This includes training on unconscious bias, diversity, and inclusion, enabling our employees to create a supportive and respectful work environment.; Supplier Diversity; We actively engage with a diverse range of suppliers and subcontractors, including SMEs, minority-owned businesses, and social enterprises. By fostering relationships with diverse suppliers, we contribute to economic empowerment and promote equal opportunities across the supply chain.; Community Engagement; Opus is committed to engaging with local communities and supporting initiatives that promote equal opportunities and social inclusion. We collaborate with community organisations, charities, and advocacy groups to address inequalities and promote positive social change.; Opus is dedicated to delivering against the equal opportunity theme outlined in PPN 06/20 through our G-Cloud service provision. By prioritising diversity, inclusivity, and fairness in our workforce, service design, supplier relationships, and community engagement efforts, we aim to create lasting social value and contribute to building a more equitable society.

Pricing

• Price: £3.99 a licence a month
• Discount for educational organisations: No
• Free trial available: Yes
• Description of free trial: We are able to undertake to provide a structured and controlled formal Proof of Concept (POC). This would be on a trial basis which would require further scope, measurement criteria and consideration of potential cost implications to be agreed.
• Link to free trial: N/A

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 bid@opustech.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.