Kick ICT

Business Telephone Systems

We offer UK business telephone systems that will improve your business communications, including set up of telecom systems, VoIP, business landlines and call recording solutions from vendors including 3CX, Horizon, Avaya and Microsoft Teams Phone.

Features

• Answer your desk phone on your mobile with mobile integration.
• Allow staff to work remotely/multi-site with ease
• Appear local to customers with geographical numbers
• Re-route calls in outages with minimal disruption
• Bringing applications, devices, and systems from multiple vendors together

Benefits

• Easy to administrate, taking pressure off your IT manager.
• Straightforward installation with pre–programmed hardware/software

£4.50 a user 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 natalie.davidson@kickict.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

561918863045741

Contact

Natalie Davidson
01698844600
natalie.davidson@kickict.co.uk

Service scope

• Software add-on or extension: No
• Cloud deployment model: Private cloud
• Service constraints: No constraints as the service is based on the makeup of the clients IT environment and the aspects of that we will be supporting.
• System requirements:
  • Microsoft Windows based devices
  • Android based devices
  • IOS
  • Chrome OS

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Support response times: 4 tier SLA: -; ; · Urgent (full system down, core application down for al users) – 30 minutes; ; · High (one user fully down, all users limited issue with core application) – 1 hour; ; · Normal (non urgent issues) - 2 hours; ; · Low (admin work/advice/new users) – 4 hours
• 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: Onsite support
• Support levels: We adhere carefully to IT industry best practice. Our support function is headquartered in Strathclyde Business Park, with teams of UK based engineers where we provide high quality support to over 1000 customers.; ; We work to an always on methodology by proactively monitoring our customers systems to ensure issues are picked up before they become outages.; ; We use a number of leading edge systems and software applications to help maximize our service to customers, such as:; ; · CRM Case logging system with Online portal; ; · Solarwinds remote monitoring and control software; ; · Managed anti-virus, backup and anti-spam for layered security
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: We have a strict onboarding process to gather the correct technical detail required to support the infrastructure platform ongoing. This is detailed out more in our full proposal document.
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: Any installed software can be removed at contract end, subject to due diligence and review
• End-of-contract process: Kick will provide knowledge transfer as required. There may be additional costs subject to requirements.

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
  • Windows Phone
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: A condensed version of the desktop functionality is available on mobile
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: Online portals available to customers
• Accessibility standards: None or don’t know
• Description of accessibility: Information available on request depending on which solution the customer requires
• Accessibility testing: Interface testing resides with the chosen supplier
• API: Yes
• What users can and can't do using the API: Available in consultation with Kick
• API documentation: Yes
• API documentation formats:
  • HTML
  • PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Customisation available through consultation with Kick

Scaling

• Independence of resources: Our solutions provide elasticity to facilitate the changing requirements of the organisation.

Analytics

• Service usage metrics: Yes
• Metrics types: Varies by solution. Kick can provide this information on request.
• Reporting types:
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

• Supplier type: Reseller providing extra support
• Organisation whose services are being resold: Multi vendor

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Up to Security Clearance (SC)

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: Complies with a recognised standard (for example CSA CCM version 3.0)
• Penetration testing frequency: At least once a year
• Penetration testing approach: Another external penetration testing organisation
• Protecting data at rest: Physical access control, complying with CSA CCM v3.0
• 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: Varies by solution but generally available.
• 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
  • Other
• Other protection between networks: Dependant on the solution
• Data protection within supplier network: TLS (version 1.2 or above)

Availability and resilience

• Guaranteed availability: SLAs vary upon the required service and will be provided during the procurement process.
• Approach to resilience: Available on request.
• Outage reporting: Email alerts; Phone ; Customer Portal

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Username or password
• Access restrictions in management interfaces and support channels: Defined by user groups and security policies.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • 2-factor authentication
  • 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: 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: British Assessment Bureau
• ISO/IEC 27001 accreditation date: 01/06/2022
• What the ISO/IEC 27001 doesn’t cover: A.14 System acquisition, development and maintenance.
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• 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: In line with government led Cyber Essentials plus criteria and ISO 27001 with clear responsibility on some operational board members.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Kick deploys standard project management methodologies including risk assessments, formalised change control, including back-out and rollback plans.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Kick offers a range of security services including vulnerability management and a SOC. In addition, we monitor all software products for vulnerabilities and we deploy patches dependant on the service.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Kick offers a range of security services including vulnerability management and a SOC. In addition, we monitor all software products for vulnerabilities and we deploy patches dependant on the service.
• Incident management type: Supplier-defined controls
• Incident management approach: Kick has a pre-defined process for common events including a full incident response process depending on the severity of the issue.

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

  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

  Tackling economic inequality

  Kick are proud to be among one of the 3,500 companies across Scotland championing the Living Wage. Since 2020, we've been committed to fair pay, contributing to the collective effort that's delivered a pay rise to over 64,000 workers and put over £485 million into the pockets of low paid workers.

  Equal opportunity

  Kick are fully committed to promoting equality, diversity and inclusion, by which we mean:; Equality: providing equal opportunities and fairness for all employees, workers and job applicants, and eliminating unlawful discrimination;; Diversity: recognising, respecting and valuing the differences in our people’s protected characteristics, backgrounds, skills and experience and encouraging gender diversity, age diversity, ethnic diversity, diverse physical ability and neurodiversity in our workforce;; Inclusion: ensuring a workplace culture that is fair and safe for all staff, that values our differences and enables each person to be themselves, achieve their potential and thrive at work.

  Wellbeing

  Supporting the wellbeing of our employees is a key priority. We offer a comprehensive benefits package that includes private healthcare and a cycle-to-work scheme. We provide training for line managers on mental health issues and have qualified mental health first aiders throughout the company. We actively promote initiatives like Mental Health Week and Stress Awareness Month internally to our staff.

Pricing

• Price: £4.50 a user a month
• Discount for educational organisations: No
• Free trial available: Yes
• Description of free trial: Information available on request

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 natalie.davidson@kickict.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.