Thumbtel Ltd

Another Number for Teams

A second mobile number for work on personal smartphones on any network.

Another Number enables the separation of business and personal communications without the need for a second SIM or handset.

No setup charges, longterm contract or cancellation fees. Monthly subscription saves businesses up to 50% in mobile costs.

Features

• A second mobile number for work on personal smartphones
• Monthly subscription, no second SIM, phone or long term contract
• Keeps work contacts, calls and messages seperate from personal comms
• Powerful conversational UI, no switching between text/call-history/voicemails
• Virtual switchboard manages calls and messages when unavailable
• Calls are clearly presented and assigned a separate ringtone
• Visual voicemail transcribes messages and displays missed calls
• Customer support portal and fast-response ticketing system
• Numbers purchased, distributed, managed and owned by the organisation
• Numbers can be ported into and out of the service

Benefits

• Works like any other mobile number on the UK network
• Saves businesses up to 50% in mobile costs
• Support work-life balance initiatives by separating work communications
• GDPR friendly and keeps the employee's personal number private
• Reduce impact of unnecessary devices on the environment
• Reduce continuity losses by owning the employees work mobile number
• Reduce expense claim administration for organisation and employee
• Professionally manages missed calls when employee is unavailable
• IM/Group Messaging features replace use of unregulated messaging apps
• Best call coverage possible, traditional mobile & VoIP

£7.99 a unit a month

• 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 contactus@thumbtel.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 13

Service ID

539517988510307

Contact

Another Number Subscriptions
+44748067007
contactus@thumbtel.com

Service scope

• Software add-on or extension: Yes
• What software services is the service an extension to: The service is an extension of Another Number for individual consumers available via the mobile app marketplace.; ; Team accounts are created in the teams portal by an Administrator who purchases and allocates numbers by email invitation with a unique link for download and activation of the mobile app.
• Cloud deployment model: Public cloud
• Service constraints: No
• System requirements:
  • Mobile - Apple iOS 11 and later
  • Mobile - Android Lollypop and later
  • Desktop - IE 10 and later
  • Desktop - Firefox
  • Desktop - Safari 9 and later
  • Desktop - Chrome

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Thumbtel operates a global service infrastructure and operates a single point of contact ticketing system for all requests of assistance.; ; Standard support desk operating hours are Monday to Friday 9 to 5 UK time.; ; The support desk will acknowledge receipt of the support request within: ; a. 15 minutes for Priority 1 (Emergency); b. 1 office hour for Priority 2 (Major); c. Office hours P3 (Minor); ; Support requests outside of operating hours are prioritised for the next working day.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: None or don’t know
• Phone support: No
• Web chat support: Web chat
• Web chat support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support accessibility standard: None or don’t know
• How the web chat support is accessible: Webchat provides live text support
• Web chat accessibility testing: None
• Onsite support: Yes, at extra cost
• Support levels: Support desk:; Thumbtel operates a global service infrastructure and operates a single point of contact ticketing system for all requests of assistance, such as:; 1. Questions on how to better use the service; 2. Reporting problems; 3. Porting of numbers; 4. New orders; 5. New feature suggestions; ; Support tickets can be raised through the portal:(https://teams.anothernumber.com) or directly via the community support portal (https://thumbtel.freshdesk.com).; ; Community support portal:; Thumbtel provides an online portal https://thumbtel.freshdesk.com where both our community of loyal customers and our support team offer answers to questions via FAQ’s and forums. ; ; Support desk operating hours:; Standard operating hours are Monday to Friday 9 to 5 UK time.; ; Support desk response times; The support desk will acknowledge receipt of the support request and target time to fix within:; a. P1 (Emergency) 15 Minutes response time and time to fix 4 hours (90%) 8 hours (100%); b. P2 (Major) 1 office hour and time to fix 5 working days; c. P3 (Minor) 8 office hours and time to fix 2 weeks (90%) 4 weeks (100%); ; Support requests outside of operating hours are prioritised for the next working day.
• Support available to third parties: No

Onboarding and offboarding

• Getting started: The service has contextual help
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: The process to extract data at the end of their contract is to raise a support ticket via the support portal https://thumbtel.freshdesk.com; ; A roadmap item will allow for a complete extract of data at the user level within the Teams web portal.
• End-of-contract process: Pricing has been kept as simple as possible. There are no set up charges or cancellation charges. Numbers can be individually cancelled and take effect immediately. Cancelling the organisation/team account is done via support.; ; Organisations can request via support the porting of service numbers to another mobile network.; ; A data download of all voicemails, Instant Message and SMS communications is available to export for Mifid II compliance as a support request.

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
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: Employees use a dedicated app on their mobile phone. Mobile numbers are managed by the organisation via an online administration portal
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: A self service portal provides a service interface for the organisation to manage billing, purchasing mobile numbers, assigning mobile numbers to employees and blocking/removing assigned numbers.
• Accessibility standards: None or don’t know
• Description of accessibility: The service uses default mobile device & browser settings
• Accessibility testing: None
• API: No
• Customisation available: No

Scaling

• Independence of resources: The service has been designed to utilise cloud autoscaling technology & infrastructure

Analytics

• Service usage metrics: Yes
• Metrics types: We can provide usage metrics on ad-hoc basis via support ticketing until available via Teams portal.
• Reporting types: Reports on request

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Staff screening not performed
• 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)
• 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 once a year
• Penetration testing approach: In-house
• 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: Complying with a recognised standard, for example CSA CCM v.30, CAS (Sanitisation) or ISO/IEC 27001

Data importing and exporting

• Data export approach: Users can export messages from the app on their mobile device on ad-hoc basis using the share by-email feature.; ; A data export of all call history, text's, instant messages and voicemails, for MiFID II compliance can be requested as a support request.
• Data export formats: Other
• Other data export formats:
  • Mobile - via email
  • Desktop - via CSV & WAV
• 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: Thumbtel adhere to a 99.999% availability model.; ; Thumbtel can, at its sole discretion, award call/SMS credits to Teams via its administration console in the event of a service shortcoming.
• Approach to resilience: Services are designed and operate in a cloud environment with no a single point of failure at all architectural levels, including:; 2 Availability Zones (locations where service operates); Service and Data replication across the zones; Full, daily database snapshots of subscriber and event databases; ; Out of hours resilience testing and DR (Disaster Recovery) testing is performed every 6 months to ensure team roles, responsibilities and the process is effective.
• Outage reporting: The Service is monitored using cloud management tools by the Operations team. Alarms reporting service disruptions that affect usage, are delegated to the support team.; ; The support team will inform the user base of the problem by sending a message to the app and via email to Team Administrators, advising of workarounds if available.; ; Significant disruptions will also be posted into the community forum as a topic.

Identity and authentication

• User authentication needed: Yes
• User authentication: Username or password
• Access restrictions in management interfaces and support channels: Teams Portal Administrator password:; Password is enforced to be a minimum length of 8 alphanumeric characters and a maximum of 64. If forgotten, it can be re-set via the web portal. An email is sent to the verified email address with a link to reset the password - link expires after 24 hours.; ; User/App authentication:; Users are authenticated using a bearer token. The token that uniquely identifies the user is created when an SMS is sent to the device containing a 6 digit number (valid for 24 hours) the user is required to enter into the app.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • Public key authentication (including by TLS client certificate)
  • Username or password

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: At least 12 months
• Access to supplier activity audit information: No audit information available
• How long system logs are stored for: Less than 1 month

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: Yes
• Any other security certifications:
  • Cloud security certification ISO9001
  • Cloud security certification SOC 1, 2, 3

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: No
• Security governance approach: Security Governance is a collaboration of the CEO, The Head of Development and the Head of Operations to identify, discuss and create plans to support the business from a security, legal, regulatory perspective to ensure we continue to operate with integrity and within the law. The most recent example being the implementation and rollout of GDPR within the organisation.
• Information security policies and processes: These policies are enforced by the Head of Operations who reports issues to the CEO/Head Of Development; ; Our InfoSec (Information Security) policies include:; a) Working from Home; b) VPN; c) Server Security; d) Router; e) Removable Media; f) Remote Access; g) Password; h) Information Security Incident Management; i) Data Protection; j) Clean Desk; k) Acceptable Use

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Thumbtel’s configuration and change management processes ensure all software development, service component and configuration changes are managed and tracked using an industry standard sprint planning management platform. ; ; All changes are rigorously tested using our internal quality assurance processes in a pre-production (staging) environment and then planned for release during operational windows.; ; The operations team run regular cloud Infrastructure reviews using industry leading cloud management tools that both validate and advise on infrastructure optimisation.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Our vulnerability management process covers; ; a) Vulnerability scanning processes; b) Vulnerability detection; c) Reporting and remediation; ; Scans are scheduled and allocated to team members to perform manually. Utilising our cloud tools simplifies this exercise to allow focus on new issues that may arise.; ; Potential threats are collated from news articles, bulletin updates and operating system announcements where they are quantified with a mitigation plan to ensure our infrastructure is protected.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Protective monitoring procedures identify; ; a) What information is being collected, how the collection process is monitored and subsequently how is that information audited; b) The collection process should notify when exceptions of these conditions have been experienced, or audits of the information highlight anomalies; ; System integrity checks are performed bi-weekly unless exceptional conditions arise at which point they're investigated the same day.
• Incident management type: Supplier-defined controls
• Incident management approach: Our incident management process covers the reporting of information security events for all employees/IT Staff.; ; Information security events and weaknesses must be reported to the Head of Operations who is responsible for the incident response and escalation procedure should it be required.; ; Incidents could include:; ; a) Uncontrolled system changes; b) Access violations – e.g. password sharing; c) Breaches of physical security; d) Non-compliance with policies; e) Systems being hacked or manipulated; ; RCA (Root Cause Analysis) reports are created for outages/issues that will allow us to learn from incidents and to clearly communicate to the business as a whole.

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

  Another Number reduces impact on the environment by eliminating the use of a second phone:; a. The Environmental Protection Agency estimate the UK’s 14 million second mobile phones would power 30,000 homes for a year; b. It takes 13 tonnes of water and 18 square metres of land to make a single; mobile phone; c. Rare earth metals are mined to manufacture mobiles, which are ironically; often disposed of in landfills
• Wellbeing:

  Wellbeing

  Benefits of Another Number for Employee wellbeing:; ; 1. Support work-life balance initiatives for employees by separating personal; and work life and avoiding ‘out of hours’ interruptions, without requiring an; additional mobile phone; ; 2. Employees can professionally manage work calls and texts so they can; achieve the downtime required to promote creativity, productivity and focus

Pricing

• Price: £7.99 a unit a month
• Discount for educational organisations: No
• Free trial available: Yes
• Description of free trial: A full service trial can be requested via email to contactus@thumbtel.com.

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