DMV COMMUNICATIONS LTD

Cloud Telephony - 3CX Phone System

Cloud hosting for telephony services and applications - IP PBX Hosted

Features

• Fully featured PBX incl. Ring Groups, Call Queues, Call Recording
• Voicemail Transcription
• Video Conferencing
• Live Chat & Messaging
• Call Centre Features
• Call Flow Designer
• Hot Desking
• Skills Based Routing
• In built Failover
• CRM integration

Benefits

• Contact Centre
• No per user pricing
• Call, Video and Messaging
• MS Office365 and Google integration
• Teams Direct Routing
• Mobile and Desktop Apps included
• Integrated Call Centre

£195 to £9,999 a licence a year

• Education pricing available
• 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 digitalmarketplace@dmvcomms.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

533993269424357

Contact

Tan Ali
01213690121
digitalmarketplace@dmvcomms.com

Service scope

• Service constraints: Service is fully supported including end user support
• System requirements:
  • Windows and MAC
  • Internet Connectivity Bandwidth requirements for SIP

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Immediate Response 8 x 5 x 4
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: None or don’t know
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: Web chat
• Web chat support availability: 9 to 5 (UK time), 7 days a week
• Web chat support accessibility standard: None or don’t know
• How the web chat support is accessible: Webchat is accessible via our website
• Web chat accessibility testing: Our web chat can be used alongside people with visual impairment using their audible software
• Onsite support: Yes, at extra cost
• Support levels: DMV Communications takes support very seriously. ; Operating ALL DAY, EVERY DAY, we have a team of experts that are always there to help.; ; You can call, email, chat or ask us to call you or your customer at any time, any day.; Included free of charge with all Hosted and Data services, we provide expert, 24/7 support from our Birmingham offices.; ; Our customer support desk outshines the competition.; 1. Available all day, every day. Contact us by telephone, email, website or our chat system. You can even ask us to call you back at a convenient time; 2. UK based; 3. Technical competence; 4. It's FREE and that includes calls to our freephone number from within the UK; ; Support; • 24/7 UK based fault handing and customer service 365 days a year handled by our own staff.; • Office Hours - 0800-1800 – Support provided by our office staff; • Out of Hours – 1800 – 0800 – Out of hours support team pick up any issues. ; • Highly trained, UK-based customer service managers for managed accounts.; • Timely, accurate bills and a single invoice with management reports clearly showing call summaries and billing details.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: We provide bespoke and custom made packages along with online user guides. Based on customer requirements we can scope the most suitable method for rollout. Our service has the most intuitive design and guides that customers can access.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: Call logs and CDR files along with system configuration are available upon user requests.
• End-of-contract process: Numbers and services can be ported away

Using the service

• Web browser interface: Yes
• Using the web interface: Access the service with all features and functionality
• Web interface accessibility standard: None or don’t know
• How the web interface is accessible: W3A
• Web interface accessibility testing: Accessible to users with visual impairment
• API: Yes
• What users can and can't do using the API: Third party application integration including CRM and call journalling
• API automation tools:
  • Ansible
  • Chef
  • OpenStack
  • SaltStack
  • Terraform
  • Puppet
• API documentation: Yes
• API documentation formats:
  • HTML
  • PDF
• Command line interface: Yes
• Command line interface compatibility:
  • Linux or Unix
  • Windows
• Using the command line interface: Users can manage the OS using the CLI

Scaling

• Scaling available: Yes
• Scaling type: Manual
• Independence of resources: We host services based on the licensed number of users and services are scaled up/ down accordingly
• Usage notifications: Yes
• Usage reporting:
  • Email
  • SMS

Analytics

• Infrastructure or application metrics: Yes
• Metrics types:
  • CPU
  • Disk
  • Memory
  • Network
• 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: 3CX Phone SYSTEM

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: Up to Baseline Personnel Security Standard (BPSS)

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: Yes
• Datacentre security standards: Supplier-defined controls
• Penetration testing frequency: At least once a year
• Penetration testing approach: ‘IT Health Check’ performed by a CHECK service provider
• Protecting data at rest: Encryption of all physical media
• Data sanitisation process: Yes
• Data sanitisation type: Deleted data can’t be directly accessed
• Equipment disposal approach: A third-party destruction service

Backup and recovery

• Backup and recovery: Yes
• What’s backed up:
  • Everything - OS and Files
  • Call Recording
• Backup controls: Scheduled and User controlled
• Datacentre setup: Multiple datacentres with disaster recovery
• Scheduling backups: Users schedule backups through a web interface
• Backup recovery: Users can recover backups themselves, for example through a web interface

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • Private network or public sector network
  • TLS (version 1.2 or above)
• Data protection within supplier network: TLS (version 1.2 or above)

Availability and resilience

• Guaranteed availability: 3CX hosting frees your time and resources as we manage your 3CX system for you.; ; We deploy your instance to cloud provider and automatically configure firewall rules.; ; We manage 3CX and the operating system, including security patches and version upgrades (i.e. from Debian 10 to Debian 12); ; We take nightly backups.; We keep your 3CX on the latest non-beta update.; We monitor your 3CX system 24/7.; 3CX’s hosted service is provided WITH 15 data centres worldwide and hosts over 78 million computing instances. Their SLA time is 99.99%. Please note that during system updates, i.e. upgrading to a newer version, your system may experience limited downtime. We will, however, inform customers before taking any action.
• Approach to resilience: 3CX’s hosted service is primarily provided by DigitalOcean which has 15 data centers worldwide and hosts over 78 million computing instances. Their SLA time is 99.99%.; ; Included in the service, we take nightly backups of your system so that in the event of any issue with your instance, we can spin up a new one in no time so that you are up and running as soon as possible. These backups are encrypted and stored securely. ; ; We deploy your instance to the closest data center in your region.; We manage the operating system, including security patches and version upgrades (i.e. from Debian 10 to Debian 11).; We keep your 3CX on the latest non-beta update.; We monitor your 3CX system 24/7 including; Monitoring of the data center.; SIP trunk availability.; Connectivity of any SBCs; Usage of system resources and services incl; Uptime reachability; CPU; RAM; Disc space; Steal; Clock skew; Duplicated machines; Wrong size machines; SSH unreachable machines; 3CX Services
• Outage reporting: Public Dashboard and Email Alerts

Identity and authentication

• User authentication:
  • 2-factor authentication
  • Username or password
• Access restrictions in management interfaces and support channels: Restricting access to management interfaces and support channels is crucial for maintaining the security and integrity of communication systems. ; We use the following:; Role Based Access Controls (RBAC); User Authentication; Strong Password Policies; IP Whitelisting; Audit Trails; Secure Remote Access; Vendor Access Controls
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Username or password
• Devices users manage the service through:
  • Dedicated device over multiple services or networks
  • Directly from any device which may also be used for normal business (for example web browsing or viewing external email)

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: Users have access to real-time 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: No
• 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: 3CX is a widely used software-based private branch exchange (PBX) system, primarily known for its VoIP (Voice over Internet Protocol) solutions. ; Data Encryption: 3CX implements encryption protocols to protect data both in transit and at rest, especially for sensitive information like call records, user credentials, and configuration settings.; ; Access Control: Access to 3CX systems and administrative interfaces is typically restricted to authorised personnel through strong authentication mechanisms like username/password combinations, two-factor authentication, or biometric authentication.; ; Regular Security Updates: 3CX releases regular software updates and patches to address vulnerabilities and security issues identified through internal testing, external audits, or reported by customers and security researchers.; ; Secure Configuration: 3CX systems are configured securely following industry best practices to minimize the risk of unauthorised access, data breaches, and service disruptions.; ; Incident Response Plan: 3CX has an incident response plan in place to detect, respond to, and recover from security incidents such as data breaches, denial-of-service attacks, or system compromises.; ; Compliance: 3CX may adhere to relevant regulatory requirements and industry standards such as GDPR (General Data Protection Regulation), PCI DSS (Payment Card Industry Data Security Standard)

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Centralised Configuration Management: 3CX may offer configuration templates or presets for common deployment scenarios, making it easier for administrators to set up new installations quickly and consistently.; Changes to configuration settings are likely tracked and logged within the 3CX management interface, allowing administrators to review and audit configuration changes over time.; Backup and Restore: 3CX offers built-in tools for backing up and restoring configuration settings, ensuring that administrators can recover from accidental changes or system failures.; Change Management:; Change Control Process: 3CX have a formal change control process in place for reviewing, approving, and implementing changes to the PBX system.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: 3CX uses a versioning scheme to denote different releases of its software products. With new versions/ updates released at predetermined intervals. Release cycles include major releases, introduce significant new features, We outline the specific changes, improvements, and bug fixes included in the release. ; Depending on the deployment model (e.g., on-premises or cloud-hosted), We offer automatic update mechanisms to streamline the process of updating to the latest version. Automatic updates can help ensure that users have access to the latest features, improvements, and security patches without manual intervention.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Protective monitoring is a crucial aspect of maintaining the security and integrity of communication systems like 3CX. While I don't have real-time access to the specific protective monitoring processes implemented by 3CX, I can outline general best practices that many organizations follow in this area:; Real Time Monitoring; Event Logging and Analysis; Alerting and Notification; Incident Response; Forensic Analysis; Compliance Monitoring
• Incident management type: Supplier-defined controls
• Incident management approach: 3CX follows structured incident management processes to detect, respond to, and resolve security incidents efficiently. Here's an overview of the typical incident management processes that 3CX implement:; Incident Detection; Incident Triage and Classification; Notification and Escalation; Incident Investigation; Containment and Mitigation; Resolution and Recovery; Documentation and Recovery; Documentation and Reporting; Post Incident Analysis and Improvement; By following these incident management processes, 3CX aims to minimise the impact of security incidents, protect its systems and data from unauthorised access or compromise, and maintain the trust and confidence of its users and stakeholders.

Secure development

• Approach to secure software development best practice: Conforms to a recognised standard, but self-assessed

Separation between users

• Virtualisation technology used to keep applications and users sharing the same infrastructure apart: Yes
• Who implements virtualisation: Supplier
• Virtualisation technologies used: Hyper-V
• How shared infrastructure is kept separate: Virtual machines (VMs) sharing the same infrastructure are typically kept apart through a combination of isolation techniques and resource management mechanisms. ; Hypervisor Level Isolation; Resource Allocation and Management; Network Segmentation; Firewall and Security Policies; VLANs; Encryption and Secure Communication; Access control and authentication

Energy efficiency

• Energy-efficient datacentres: No

Social Value

• Social Value:

  Social Value

  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

  Tackling economic inequality

  3CX contributes to tackling economic inequality in several ways, primarily through its role in facilitating communication and collaboration for organisations of all sizes. Here are some aspects of 3CX's approach to economic inequality:; Enhanced Communication; Accessibility; Flexibility and Mobility; Empowering SMBs; Supporting Digital Transformation; Environmental Impact

  Equal opportunity

  3CX contributes to equal opportunities in several ways, primarily through its role in facilitating communication and collaboration for organisations of all sizes. Here are some aspects of 3CX's approach to equal opportunity:; Enhanced Communication; Accessibility; Flexibility and Mobility; Empowering SMBs; Supporting Digital Transformation; Environmental Impact

  Wellbeing

  3CX contributes to wellbeing in several ways, primarily through its role in facilitating communication and collaboration for organisations of all sizes. Here are some aspects of 3CX's wellbeingl values:; Enhanced Communication; Accessibility; Flexibility and Mobility; Empowering SMBs; Supporting Digital Transformation; Environmental Impact

Pricing

• Price: £195 to £9,999 a licence a year
• Discount for educational organisations: Yes
• Free trial available: Yes
• Description of free trial: 0 £ forever; ; up to 10 users; Next-gen phone system; Bring your own SIP Trunk; WFH: remote-enable teams; Live Chat; Team Messaging; WhatsApp; Video Conferencing; Holiday & Business Hours Routing; 3CX Talk Links; Mobile & Desktop Apps; Ring Group & Welcome Message; Max 3 Deskphones

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