Digital Space Managed Services Ltd

Hosted Mitel Cloud Flex

Mitel Cloud is a subscription-based solution for businesses wanting to consume UC and omni-channel contact centre services from the cloud. The solution is hosted in geo-diverse data centres and can be delivered over the public internet or a customer's private wide area network.

Features

• SIP services to provide calling capability across the Mitel platform
• VOIP services enabling customers to communicate across the internet
• Contact Centre and Omni-channel to maximise customer experience
• Instant messaging and document sharing capability to improve productivity
• Enable homeworking for a disparate workforce
• Video conferencing for interactive face to face meetings virtually
• Business continuity to ensure your business operates at all times

Benefits

• Flexibility of service and scalability for users wherever they are
• Eliminates productivity risk
• Immediate ROI: rapid deployment. Savings of 40% versus traditional solutions
• Reduce costs, improve contact centre uptime/productivity; no upgrade downtime
• Reporting on improved customer experience and productivity stats
• Improving agility across a distributed workforce
• Co-browse with customers, promoting channel shifting, enhancing customer service
• Flexible cloud-based reporting across any endpoint at a low cost
• Interact on a customer's chosen contact channel, facilitate digital inclusion
• Improving monitoring quality through fast, reliable Contact Centre experiences

• 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 afsheen.shaikh@digitalspace.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

541502356894640

Contact

Afsheen Shaikh
0333 220 0222
afsheen.shaikh@digitalspace.co.uk

About your service

• Service categories:

  Applications

  Customer relationship management

  • Contact centre
• Multi cloud support: Yes

Service scope

• Software add-on or extension: Yes, but can also be used as a standalone service
• What software services is the service an extension to: SIP Trunking for call management; Mitel Analytics; Contact Centre capability
• Cloud deployment model:
  • Public cloud
  • Private cloud
  • Hybrid cloud
• Service constraints: Any constraints to service will be addressed as part of scheduled maintenance intervals that will be planned in accordance with the customer where maintenance is required.; ; Many of these changes will be soft changes / upgrades to the system. ; ; Any upgrades to hardware configurations will be requested via the High-Level Design of the service purchased by the customer.
• System requirements:
  • Mitel licences will be required to be purchased
  • The customer must have a device compatible with Mitel licences
  • SIP Trunking will be required to ensure call quality

User support

• Email or online ticketing support: Yes, at extra cost
• Support response times: Our service desk operates 24/7/365 and is available at weekends. Tickets raised are triaged within 30 minutes. ; ; Mitel’s UK-based technical support team has a target time for initial response of 30 minutes for critical/high priority issues; and one hour, for medium and low priority issues. ; ; Core business hours for the customer and technical support teams are Monday-Friday, 08:00-18:30, to respond to emails and phone calls. Customers that are on the 24x7x365-day customer list will receive support outside of core business hours which may include support from our global support centres outside of the UK to maintain this service level.
• 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: No
• Onsite support: Yes
• Support levels: Digital Space will perform first and second line support in line with the following service level metrics:; • Acknowledgement sent within 30-minutes of receipt of the request; • Commence triage of the request within two hours of receipt, including an initial assessment to identify and forward to the support team/induvial to perform the request; Incidents will be assigned priority level through triage and resolved based on a corresponding target service levels:; • P1 - 24x7x365 – Target time for resolution (TTFR) – 4 hours; update frequency 30 minutes; • P2 - 24x7x365– TTFR – 8 hours; update frequency 4 hours; • P3 – Mon-Fri 8am - 6pm (exc Bank Holiday) – TTFR – 24 hours; update frequency 1 working day; • P4 - Mon-Fri 8am - 6pm (exc Bank Holiday) – TTFR – 48 hours; update frequency 1 working day; All support costs are included in the Mitel hosted platform service Digital Space provides. When dealing with incidents a dedicated technical support engineer will be appointed to assist in resolving the issue that has occurred.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Our deployment and training teams will work together with you to help you start using our service. They will provide you with the necessary knowledge and training to setup, design, configure, maintain and use the solution efficiently. ; ; The deployment team will ensure a smooth transition to our new solution, using PMI methodology, in line with PRINCE2 principles. Starting the engagement, the deployment, training and customer success teams will work in parallel from the initial customer kick-off meeting. ; ; After Go-Live until the transition to our support teams, the deployment team will help you through issues arising during onboarding. Project lifecycle process and governance is implemented from day one, until closure. We offer training courses and resources across multiple services. ; ; Our courses, along with customer adoption materials, help you get the most from your Mitel system. Courses are offered open enrolment, via virtual classroom with hands-on exercises and labs, and accompanying user adoption kits. Content includes co-branding, best practices, resource guides, and an eBook with free online videos, tutorials, and starting tips. This approach provides sustainability, and fast onboarding for new users. Other delivery and customisation options are also available.
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: Within 24 hours of the expiry of the contract, data will be automatically deleted from 8x8 systems. Customers must utilise the built-in product features which provide data exports, or utilise 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: Included in the price of the Mitel service, all data will be deleted on contract expiration. Customers are responsible for offloading any data contained on the Mitel Cloud before expiry, utilising the built-in tools and APIs of the Mitel 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.
• Documentation accessibility standard: WCAG 2.2 AA

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
  • Other
• Application to install: Yes
• Compatible operating systems:
  • Android
  • IOS
  • Linux or Unix
  • Windows
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: There's no difference with the feature set on mobile devices. This is supported on Android 6.0 onwards, and IOS 10.3 onwards.
• Service interface: No
• User support accessibility: None or don’t know
• API: Yes
• What users can and can't do using the API: Mitel has a common language (RESTful) and open API policy, where users proficient in URL-based HTTP APIs can inter-operate across 12 Mitel 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.; ; Digital Space provides access to the APIs into Mitel, we will create and manage these on behalf of the customer. Once delivered the API’s access to data and/or information will be built by Digital Space but managed by a criteria from the end customer as part of the HLD of the requirements. Any changes to the API will be managed internally by Digital Space.
• API documentation: Yes
• API documentation formats:
  • HTML
  • PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Digital Space provides access to the APIs into Mitel, we will create and manage these on behalf of the customer. Once delivered the API’s access to data and/or information will be built by Digital Space but managed by a criteria from the end customer as part of the HLD of the requirements. ; ; Users of the service will be able to make changes to the APIs that have been delivered by requesting a change notice into the Digital Space technical team as part of a change to their service.; ; Any changes to the API will be managed internally by Digital Space.

Scaling

• Independence of resources: The Microsoft SaaS elements are controlled by the provider, and we deliver a service wrap. SIEM/SOC and Mitel Services are deployed as dedicated instances with allocated resources to prevent noisy neighbours.

Analytics

• Service usage metrics: Yes
• Metrics types: Metrics types vary based upon the service taken, including:; • CPU ; • Disk memory ; • Network; • Number of active instances ; • Number of users ; • Call statistics ; • License quantities.
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request
• Resource tagging: No
• FOCUS resource tagging: No

Resellers

• Supplier type: Reseller providing extra features and support
• Organisation whose services are being resold: Mitel

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: 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: No
• Datacentre security standards: Complies with a recognised standard (for example CSA CCM version 4.0)
• Penetration testing frequency: Less than once a year
• Penetration testing approach: In-house
• Protecting data at rest:
  • Physical access control, complying with another standard
  • Encryption of all physical media
• Data sanitisation process: Yes
• Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v4.0, CAS (Sanitisation) or ISO/IEC 27001
• Data sanitisation type:
  • Deleted data can’t be directly accessed / Cryptographic Erasure
  • Explicit overwriting of storage before reallocation / Secure Erase

Data importing and exporting

• Data export approach: Online tools exist in the Mitel applications, as well as low level access to data stores, through the APIs. APIs can be accessed to export data from the telephony system. There are reporting services that can be bought by the customer to get more in-depth reporting data.; ; The API will provide access to whatever data the customer defines as necessary and can access the information via the API to complete any data analysis they need to as a business to inform strategic decisions depending on the criteria defined during the design stage of the project.
• 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: High 99.999% SLA performance and efficiency for core voice, with high-availability geo-redundancy deployment for enhanced disaster recovery and additional availability of service. As part of our guaranteed service levels customers can negotiate service credits if a customer’s service is unavailable for a defined period of time.
• Approach to resilience: All services are designed with Disaster Recovery and Business Continuity Plans in mind as defined with the customer. Services delivered on the Microsoft Cloud are highly available, Geo-redundant SaaS services. Digital Space hosted services, similarly, are designed with replication and geo-redundancy at the Hypervisor for High-Availability and Low RPO recovery. Full BCP capabilities exist from a personnel perspective.; ; Digital Space will proactively monitor resiliency of all services through our NOC, ensuring that systems remain online 24x7x265.
• Outage reporting: The Mitel Network Operations Centre (NOC) provides 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 bridge. ; ; The support organisation is included in the management notification group, and has a dissemination process for reporting to customers utilising a web-based support portal. ; ; If more than one customer is affected, a master ticket is created and all customer portals are updated automatically if the master ticket is updated. Updates are added to the ticket as they occur, consolidated if many changes are occurring, and the update messages state when the next update will be issued, if nothing changes by that time.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • Public key authentication (including by TLS client certificate)
  • Username or password
• Access restrictions in management interfaces and support channels: All customers are required to complete a customer contact list with associated levels of authorisation. The customer is in control of this list, with only key contacts able to make changes. Where customers call by telephone from an unknown number or request major changes, Digital Space has a secure password agreed with each customer in advance to authenticate that user. Controls in place include: ; ; • Two factor authentication for user access. ; • TLS 1.2 based traffic.; • HTTPS enforced on ITSM portal. ; • Role based access controls. ; • Active monitoring of authentication activity.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • Public key authentication (including by TLS client certificate)
  • Username or password

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: At least 12 months

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 maintain a security manual detailing our policies and procedures. We maintain a rota of security meetings delivered by our in-house Chief Information & Security Officer who reports to the Executive Board on compliance and reviews to discuss policies or specific requirements. We are happy to share the security manual when engaging with you. ; ; We are ISO: 27001 accredited, confirming our ability to produce a framework of policies and procedures that match the essential information risk management processes. We ensure compliance by reviewing processes annually, allowing us to deliver products and services with the confidence all your business data and processes are secure. As a customer of ours, we will ensure compliance through monitoring your Mitel system and completing onboarding training with your teams to remain confident that security is adhered to.; ; With specific reference to security for our data centre, this was built with resilience and N+1 or N+N in mind. The facility sits behind security enforcement and an access-controlled gate. Our reception is managed full-time, with CCTV systems running throughout the facility 24/7. Biometric access controls give us the confidence that our data centre is secure, and we operate a strict access policy to prevent any unauthorised visits.
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: The primary objective of Configuration and Change Management (and part of our ISO9001 processes) is to enable changes to be made with minimal or no disruption, including a standard process for requesting, planning, approving, communicating, implementing and reporting changes. ; ; Policies are in place for all categories of change, and risk and impact assessments are carried out. Where required a technical engineer will review the changes to ensure they are assessed for potential security implications, and our customers are always required to approve any change undertaken.; ; All services are monitored 24x7x365 to ensure configurations and changes are tracked through our systems.
• Vulnerability management type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Vulnerability management approach: Digital Space monitors various vendor and Threat Intelligence sources such as ServiceNow in order to obtain information regarding potential threats. Combining the external information with regular vulnerability scanning and review, context and risk is applied to the vulnerabilities. ; ; The risk level (based upon CVSS and limited by scope/context) then drives patch timescales based upon the patching policy. Digital Space work towards remediating critical security issues within 30 days of identification.
• Protective monitoring type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Protective monitoring approach: Digital Space operates SIEM technology, supported by a 24/7 SOC that is outsourced with an SLA of 15 minutes for notification to our ITSM of an incident being identified. Digital Space's core infrastructure and systems feed event information into the SIEM. Once the incident is logged within our ITSM it is treated as per our Security Incident Management policy with a 30-minute triage OLA.; ; When identifying a potential compromise we will proactively log a ticket with the Mitel NOC where required and provide an incident ticket to the customer with information on the compromise via email communications.
• Incident management type: Complies with a recognised standard, for example, CSA CCM v4.0 or ISO/IEC 27035:2011 or SSAE-18 / ISAE 3402
• Incident management approach: Incidents can be proactively detected or reported by customers through defined service management processes. Incidents are reporting through our internal NOC, then raised to the Mitel’s 24-hour NOC for management. Senior management notification occurs during assessment of the incident scope. Affected customer(s) are notified through the support portal. Notification processes operate in parallel with incident resolution. ; ; The Mitel support team handles customer-facing communications, including initial triage of incident reports and assessment of severity. Root cause analysis for security incidents or service outages, including cross-functional reviews, support customer facing incident reports provided from Mitel via Digital Space.
• Post-quantum cryptography secure: No

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 v4.0)

Public sector networks

• Connection to public sector networks: No

Pricing

• Discount for educational organisations: Yes
• Free trial available: Yes
• Description of free trial: A free trial may be available for this service - subject to the requirements and the actual solution required, and subject to agreement by both parties.

Discount percentage by annual call-off contract value (excluding VAT)

• Less than £250,000: 5%
• Between £250,000 and £500,000: 5%
• Between £500,001 and £1,000,000: 5%
• Between £1,000,001 and £2,500,000: 5%
• Between £2,500,001 and £5,000,000: 5%
• Over £5,000,001: 5%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Alcumus ISOQAR
• ISO/IEC 27001 accreditation date: Thursday 10 April 2025
• What the ISO/IEC 27001 doesn’t cover: N/A
• ISO 28000:2022 certification: No
• ISO 9001 certification: Yes
• Who accredited the ISO 9001 certification: Alcumus ISOQAR
• ISO 9001 accreditation date: Thursday 10 April 2025
• What the ISO 9001 doesn’t cover: N/A
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: 881ef178-c69f-40e4-b6f2-717688b3ef8a
• Cyber essentials plus: Yes
• Please provide your Cyber Essentials Plus Certificate Number: D8592b31-0f5b-4b81-838c-bb45c83e9ab2
• Other security certifications: Yes
• Any other security certifications: ISO27017

Social value

• Section B - Commitment for Future: Delivery:

  • Mission: Build an NHS fit for the future: That is there when people need it; with fewer lives lost to the biggest killers; in a fairer Britain, where everyone lives well for longer.

    Policy Outcome 8: Increasing productivity through physical and mental wellbeing: In the supply chain and communities in the relevant area.

    • Understanding of issues relating to health and wellbeing, including physical and mental health, in the contract workforce

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 afsheen.shaikh@digitalspace.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.