Telefonica UK Limited

SD WAN from Virgin Media O2 Business

The Supplier’s SD-WAN service bridges the gap between the Internet and the Supplier’s network, creating fluidity and agility, and capability that empowers Buyers to respond to disruption and embrace digital transformation.


  • Network connectivity that connects multiple Buyer sites and cloud services
  • Software overlay across multiple underlay options
  • Operate data/applications over Virtual Private Networks and the Internet


  • Improved network performance and visibility
  • Improved support for real time applications and cloud access
  • Improved network agility and automation
  • Increased security


£4,914 an instance a month

Service documents

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G-Cloud 13

Service ID

5 7 5 0 4 2 3 7 1 7 0 5 5 6 7


Telefonica UK Limited Steve Smith
Telephone: 07834 571216

Service scope

Service constraints
Various Internet Access options are available on a per Virtual Router (VR) basis dependent on individual Buyer requirements and existing infrastructure.
System requirements
  • Suitable equipment environment, power, rack space and temperature control
  • LAN

User support

Email or online ticketing support
Email or online ticketing
Support response times
We strive to respond to emails within 48 hours of receipt, within core working hours (Mon-Fri 09:00-17:00).
User can manage status and priority of support tickets
Online ticketing support accessibility
None or don’t know
Phone support
Phone support availability
9 to 5 (UK time), Monday to Friday
Web chat support
Onsite support
Yes, at extra cost
Support levels
Buyers can receive a range of support through all stages of the contract, for example: implementation; contract management; Managed Service; customer service; account management; incident management, such as unplanned or planned outages; reporting; senior stakeholder engagement; escalation process; technical support and exit management. Pricing is supplied in the attached Pricing document.
Support available to third parties

Onboarding and offboarding

Getting started
Users will be supported by the Supplier's established implementation and communication processes. Implementation documentation can be provided if required.

Onsite training can be provided if required, at an additional cost.
Service documentation
Documentation formats
  • PDF
  • Other
Other documentation formats
End-of-contract data extraction
Standard exit provision applies when the contract ceases and moves to new provider/contract.
End-of-contract process
Standard exit provision applies when the contract ceases and moves to new provider/contract.

Using the service

Web browser interface
Using the web interface
Two web interfaces provide Buyers with the visibility and control, to run and manage a secure and agile network.

SD-WAN Analytics gives Buyers invaluable reports and insights into their network, allowing them to separate network performance issues from application issues. This data also ensures that Buyers are making informed and data led decisions on how to change their service.

Secondly, Cloud Console enables Buyers to apply those applicable account changes. Cloud Console empowers the Buyer's network and security operations teams to apply site specific and network-wide changes in seconds – an activity that would otherwise take days, across a distributed network.
Web interface accessibility standard
None or don’t know
How the web interface is accessible
Please contact the Buyer for more information.
Web interface accessibility testing
Please contact the Buyer for more information.
Command line interface


Scaling available
Scaling type
Independence of resources
Central management portal and QoS policies
Usage notifications
Usage reporting
  • Email
  • Other


Infrastructure or application metrics
Metrics types
Reporting types
Real-time dashboards


Supplier type
Not a reseller

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
Data storage and processing locations
  • United Kingdom
  • European Economic Area (EEA)
User control over data storage and processing locations
Datacentre security standards
Supplier-defined controls
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 another standard
  • Encryption of all physical media
Data sanitisation process
Equipment disposal approach
A third-party destruction service

Backup and recovery

Backup and recovery
Backup controls
Users contact the support team for more information.
Datacentre setup
Single datacentre with multiple copies
Scheduling backups
Supplier controls the whole backup schedule
Backup recovery
Users contact the support team

Data-in-transit protection

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

Availability and resilience

Guaranteed availability
Service availability is dependent on the network access type
and SD-WAN equipment configuration, offering availability
between 99.840% and 99.999%.
Approach to resilience
Available on request
Outage reporting
Outages are reported via the online portal and through electronic communication via the central management centres.

Identity and authentication

User authentication
Username or password
Access restrictions in management interfaces and support channels
Access to Management interfaces is subject to username and password authentication. Access to Director orchestration portal is restricted to Supplier staff directly working in roles that deliver or support the service.

The Analytics monitoring portal is provided for Buyer use. Accounts are created per user in accordance with the Buyer request.

Support channels including change requests and incident logging
are verified by knowledge-based authentication.
Access restriction testing frequency
At least once a year
Management access authentication
Username or password
Devices users manage the service through
Dedicated device over multiple services or networks

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
Users contact the support team to get audit information
How long supplier audit data is stored for
At least 12 months
How long system logs are stored for
At least 12 months

Standards and certifications

ISO/IEC 27001 certification
Who accredited the ISO/IEC 27001
ISO/IEC 27001 accreditation date
What the ISO/IEC 27001 doesn’t cover
Certification covers the protection of all Buyer and employee information that is managed by the Supplier.
ISO 28000:2007 certification
CSA STAR certification
PCI certification
Cyber essentials
Cyber essentials plus
Other security certifications

Security governance

Named board-level person responsible for service security
Security governance certified
Security governance standards
ISO/IEC 27001
Information security policies and processes
Internal Model based on Information Governance functions within our business, implemented through managed change procedures and appropriate policies. ISO 27001 based Policies, but built on legacy HMG CAS(T) principles (so more rigor required than ISO 27001 baseline).

Operational security

Configuration and change management standard
Supplier-defined controls
Configuration and change management approach
Internal methodology, which follows best practices as part of internal Formal Change Management process.
Vulnerability management type
Supplier-defined controls
Vulnerability management approach
Internal CERT function and formal patch management policies with appropriate governance applied.
Protective monitoring type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach
At a Buyer level, the Supplier will identify repeat incidents on a per site basis through regular trend analysis reporting. Where three instances are identified, across a three consecutive month period where the same site and service is impacted by an incident, the Supplier will undertake special investigation in collaboration with the Buyer.

Response processes and timescales depend on the type and severity of the incident.

Proactive Problem Management is focussed on identifying and resolving Problems and Known Errors before incidents occur in order to improve the quality of services and minimise any adverse impacts.
Incident management type
Supplier-defined controls
Incident management approach
The Supplier's Fault Management Centre (FMC) follows predefined processes for: Event Management; Incident Management; Problem Management; Remote Diagnose and remediation (Fix); Jeopardy and Escalation Management; Support of Business Continuity and Disaster Recovery (BCDR) plans; Management of 3rd parties required for the provision of the service.

Authorised users report incidents to the Supplier's customer service and/or account management teams. Incident reports vary depending on the type and severity of the incident, such as Major Incident Reports (provided by account management team within prescribed timeframes where applicable) and trend analysis reports.

Secure development

Approach to secure software development best practice
Supplier-defined process

Separation between users

Virtualisation technology used to keep applications and users sharing the same infrastructure apart
Who implements virtualisation
Virtualisation technologies used
Other virtualisation technology used
The SD-WAN CPE uses software based virtual routing instances
to provide separation of Buyer data and routing information.
Virtual routing instances are also deployed on shared platforms
to segment Buyer data, routing traffic and management.
How shared infrastructure is kept separate
The Buyer data, routing and management information of
different organisations are kept separate using virtualised routing
instances on the central SD-WAN platform. Data in transit
between Buyer sites is carried in IPsec tunnel.

Energy efficiency

Energy-efficient datacentres
Description of energy efficient datacentres
ISO 14001 certified which includes energy-efficient processes on site, such as water, lighting and recycling.

Social Value

Fighting climate change

Fighting climate change

The Supplier has a track record of driving positive change for our people, communities and our planet. For example: Through the Supplier's "Meaningful Connections Plan" and "Blueprint" sustainability strategies, the Supplier sets long-term goals to reduce emissions, protect our natural resources, and create a meaningful impact on society. The Supplier has a made huge progress towards the company's Net Zero ambitions in our own operations and making significant headway in our supply chain. Progress is summarised below; these learnings and best practice can be shared with Buyers when awarded a new contract. Carbon Neutrality Target: net zero operations by 2025. Net zero operations, products and supply chain by 2040. 10 years ahead of the Paris Agreement. Renewables By the end of 2025: • Change masts on landlord sites to renewable energy • 40% of the Suppliers vehicles will be electric By the end of 2030 the Supplier will use 100% green energy. Decarbonisation The Supplier is investing in carbon-removal projects and supporting the decarbonisation of the UK economy by providing the connectivity to underpin a low-carbon digital revolution. Carbon Footprint The Supplier has commissioned consultancy to calculate the company's footprint in line including the standards below: • World Resources Institute/World Business Council for Sustainable Development, 2004 • Greenhouse Gas Protocol: A Corporate Accounting and Reporting Standard, Revised Edition Carbon offsetting The Supplier plans to reduce full value chain emissions by at least 90% by 2040, in line with science-based targets. Some residual carbon emissions are expected that will be difficult to completely eliminate (e.g. flights). When 90% is reached, the plan is to offset the rest, using gold standard offsets (usually investing in nature-based solutions, such as tree planting).
Covid-19 recovery

Covid-19 recovery

The Supplier continues to contribute to economic recovery and ambitions to level up society following Covid-19. Examples include:
In 2020, as part of the Supplier’s COVID-19 response, we co-launched ‘Community Calling’, a phone gifting scheme focusing on deprived areas within the UK, aiming to donate 10,000 smartphones to those who were shielding and needed support. That target has been reached so the project has expanded to more vulnerable people in need across the UK.
The Supplier’s Essential Broadband (EB) tariff was launched in November 2020 for new and existing customers who are in receipt of Universal Credit. The tariff offers 15Mbps for £15 per month, with no prices rises, and no fixed-term contract length. Since its launch, feedback has led to the development of a new and improved customer acquisition journey, now with an automatic live chat feature to simplify the process for eligible customers. Thousands of customers use this and the Supplier is working with government to understand who is eligible so those who need it most know about the offer and how to access it.
Tech-Lending Community Hubs: In January 2022, the Supplier launched a new project that will see grant funding of £400,000 become available to organisations interested in setting up tech lending hubs. This fund will provide one-off grants to organisations who work with temporary accommodation services, that could feasibly set up a lending hub, whereby residents can borrow tablets on a short-term basis. The tablets will be loaded with free data provided by the Supplier through the National Data Bank. Funding has now been awarded to five beneficiaries throughout the UK, which will see pilots operated with all five. Once this process continues to establish, the target is to expand this in collaboration with more customers, as part of the Buyer’s social value partnership.
Tackling economic inequality

Tackling economic inequality

The Supplier is building an ambitious new strategy that will deliver social, economic and environmental benefits so our people, customers and the communities we serve can continue to have confidence in our values, integrity and mission to create positive change. The Supplier has significant experiencing delivering social impact and social value programmes throughout the UK in collaboration with the public sector. The Supplier has a solid portfolio of social value initiatives, many of which promote an inclusive economy. These include: -Working with organisations such as LMP Education and JobSkilla to help unemployed people back into work -Creation of a National Databank, which aims to end data poverty in communities across the UK. The National Data Bank provides free of charge SIMS for residents experiencing data poverty. -A wealth of expertise in working with small businesses, through Wayra (start-up cohort) and 5G accelerator hubs. Public sector customers also benefit by having access to subject matter experts in this space, as well as partnerships such as the ones with Neighbourly, and Good Things Foundation. In addition, the Supplier has a significant focus on digital skills, being brought to the forefront through the launch of our new sustainability strategy. Volunteering Since February 2022, all of the Supplier's employees have five paid volunteering days per year to support and connect with their local communities, digitally and in person, and support brilliant organisations. The Supplier looks for volunteering opportunities where employees can share expertise with local community organisations and registered charities, focusing on resolving local issues.
Equal opportunity

Equal opportunity

The Supplier is an equal opportunities employer and is certified as Disability Confident Level 1; in the process to become Level 3 with a Guaranteed Interview Scheme, supporting disabled people throughout a recruitment and interview process. As part of the "Belonging Strategy", the Supplier will also ensure home-based working contracts will come into place across the business to offer more opportunities for disabled people, unpaid carers, and part-time workers without inhibiting and restricting career progression. The Supplier has a dedicated team responsible for diversity and inclusion. The Belonging Strategy underpins ambitions to ensure the creation and maintenance of a fair and inclusive workforce. To focus on supporting priority groups furthest from the labour market, the Supplier has created an Inclusive Recruitment Programme; to review all current processes that fall within our end-to-end recruitment journey for both internal and external talent and to ensure they are fully inclusive, equitable and accessible to all. The Supplier has made significant progress, partnering with Microlink, supporting workplace adjustments process; Implementation of Textio that is a platform which enables us to write inclusive and accessible job adverts and recruitment content; Creation of page specifically centred around Belonging and DEI on our external Careers Site. The Supplier has worked in partnership with Scope for the last five years, aligned with our Sustainability Strategy, supporting millions of disabled people into employment. The Supplier also has existing strategic partnerships with The Valuable 500, Business Disability Forum, Purple Space and have signed up to the Work With Me pledge.


The Supplier promotes a culture of health, education and wellbeing so that we can support all employees, both personally and professionally. We also want to extend this to our customers and the communities where we operate, supporting the wider ambition of a happier, healthier population. The Supplier is working with ‘Tickets for Good’ on a mission to make events more accessible and inclusive. The vision of the ticket donations service is to help event organisers/venues, sponsors and performers distribute surplus inventory, making sure it’s done in a fair and inclusive way. We have created a custom distribution system for the donation of unsold tickets to live experiences. Health and wellbeing at work The Supplier's "Thrive" programme provides a comprehensive range of advice, tools and policies to support our people and ensure they can be their best at work. As part of Thrive, the Supplier provides free health checks for all employees. The online MyWellbeingCheck© is available for all employees to access at any time. The Supplier also offers the following management development modules as part of learning and development programmes: • Stamp Out Stigma: Managers’ mental health awareness, • Anxiety and Depression: Managers’ toolkit, • Workplace Stress: Managers’ survival kit. From September 2020, employees have access to ‘Unmind’, a mobile app to help manage and track mental wellbeing. The Supplier's Ride-to-Work scheme helps employees enjoy all the benefits of cycling during the daily commute. Everyone can apply for it at any time throughout the year, reducing their carbon footprint, improving fitness and saving money. The Supplier works in collaboration with our Buyers, sharing and promote best practice on wellbeing, in the workplace and local communities.


£4,914 an instance a month
Discount for educational organisations
Free trial available

Service documents

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 Tell them what format you need. It will help if you say what assistive technology you use.