MLL Telecom Ltd.

MLL Unified Communications as a Sevice

MLL’s Unified Communications telephony cloud platform provides feature-rich services providing all the benefits and more of a traditional on-premise appliance. MLL’s UCaaS service allows buyers to migrate from a legacy system to a new digital solution with additional options available such as omnichannel contact centre including EMIS and Microsoft integration.

Features

• True cloud-based carrier-grade solution
• Price per user per month modelling
• Direct replacement for digital/analogue and on-premise IP telephony services
• Resilient architecture
• 24/7 support
• User software and hardware telephony devices supported
• Not site dependent
• Available through MLL connectivity and secure internet
• Optional contact centre agent per month modelling
• Optional EMIS and Salesforce CRM with ad-hoc conferencing

Benefits

• Cloud-based Unified communications platform with options for Contact centre
• More accessible with single number reach ringing devices simultaneously
• Instant Messaging, online chat prompts quicker response than email
• Record important call information and improve training
• More professional approach to high-volume customer call centres
• Provide a stronger collaborative experience for remotely-based employees
• Promote flexible working, seamlessly moving between sites
• Provide Local or National presence regardless of locations
• Increase productivity as hunt groups find available agents quickly
• Contributes to carbon reduction plans

£10.52 a licence a month

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

Framework

G-Cloud 14

Service ID

582362178289794

Contact

Public Sector Sales Team
01628 495 400
gcloud@mlltelecom.com

Service scope

• Software add-on or extension: No
• Cloud deployment model:
  • Public cloud
  • Private cloud
  • Hybrid cloud
• Service constraints: None
• System requirements: Internet connectivity

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Within 1 hour.
• User can manage status and priority of support tickets: No
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: No
• Onsite support: Yes, at extra cost
• Support levels: MLL's support for this service is 24x7x365 and includes on-site support where required. The service includes access to MLL technical and commercial support.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: MLLL and Buyer agree service outcomes and post support sales support. This will include user acceptance testing, training, provision of support documentation and access to MLL's support services.
• Service documentation: Yes
• Documentation formats:
  • ODF
  • PDF
  • Other
• Other documentation formats: Microsoft Word
• End-of-contract data extraction: MLL will provide the Buyer with all Buyer DDIs. These can be renewed, ceased or ported to a new provider.
• End-of-contract process: MLL will provide advance notification of the end of the services and MLL will provide the Buyer with their data including DDIs, IP addressing and extensions in an agreed format.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Chrome
  • Safari
• 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: None - the client provided works the same between mobile and desktop devices.
• Service interface: No
• User support accessibility: None or don’t know
• API: No
• Customisation available: Yes
• Description of customisation: The service can be tailored to meet individual customer requirements.; MLL is responsible for making such agreed changes.

Scaling

• Independence of resources: Guaranteed logical separation which allows customers to grow their capacity incrementally. MLL monitors and manages the service 24x7x365 including capacity to ensure thresholds are not exceeded.

Analytics

• Service usage metrics: Yes
• Metrics types: MLL will provide call volumes data.
• Reporting types: Real-time dashboards

Resellers

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

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: No
• Datacentre security standards: Managed by a third party
• Penetration testing frequency: At least once a year
• Penetration testing approach: ‘IT Health Check’ performed by a CHECK service provider
• Protecting data at rest:
  • Physical access control, complying with another standard
  • 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

Data importing and exporting

• Data export approach: Through a service request to MLL.
• 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: 99.99%
• Approach to resilience: Available on request.
• Outage reporting: Email alerts and, optionally, by telephone.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Dedicated link (for example VPN)
  • Username or password
• Access restrictions in management interfaces and support channels: Role Based Access Controls, Secure passwords and 2FA.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • 2-factor authentication
  • Limited access network (for example PSN)
  • Dedicated link (for example VPN)
  • 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: 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: Yes
• Who accredited the ISO/IEC 27001: URS, a UKAS accredited audit body.
• ISO/IEC 27001 accreditation date: 11/05/2022
• What the ISO/IEC 27001 doesn’t cover: MLL’s Statement of Applicability addresses all elements of the services we provide. The two areas not addressed are application development and the export of cryptographic controls as these are not services provided by MLL.
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: Yes
• Any other security certifications: NHS Digital - Data Security and Protection Toolkit (DSPT)

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards:
  • ISO/IEC 27001
  • Other
• Other security governance standards: Cyber Essentials Plus
• Information security policies and processes: MLL maintains an information security management system (ISMS) that is certified to meet the requirements of the ISO 27001:2013 standard, as well as, PSN Service Provider (PSNSP) certification and Cyber Essentials Plus certification. A risk management process based on ISO27005:2011/BS7799-3:2017 underpins the MLL ISMS. ; Security incidents are managed through to resolution using a Major Incident Management procedure, regular hourly updates, escalation and a major incident report on resolution.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: MLL has a change management policy within its ISO27001 certified ISMS. All changes are change-controlled. A change advisory board is run weekly. All changes require approval. Customer approval is sought for any changes that may impact customer services. Testing and rollback plans are required for changes.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: MLL has a patch management policy within its ISO27001 certified ISMS.; The target for the application of critical patches is 14 days and 30 for all other.; Vendor notifications are subscribed to and are triaged for service relevance by MLL technical teams. The application of patches is managed via the change management process.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: MLL has an audit logging policy within its ISO27001 certified ISMS.; The underlying platform is monitored by MLL support staff. Security incidents are managed as incidents in the MLL IT service management platform.
• Incident management type: Supplier-defined controls
• Incident management approach: MLL has a security incident management policy within its ISO27001 certified ISMS.; Incident leads are nominated to manage any security incidents. A record is kept of all actions and incidents are reviewed for trends by MLL's management review process. Security Incidents are reported through the nominated service delivery manager to a cadence agreed with the Buyer during service establishment. ; Buyers can log incidents by telephone, email or the MLL service portal.

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: Yes
• Connected networks:
  • Public Services Network (PSN)
  • Joint Academic Network (JANET)
  • Health and Social Care Network (HSCN)

Social Value

• Social Value:

  Social Value

  • Fighting climate change
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  MLL operates an ISO 14001 certified environmental management system, recycles waste throughout our offices and uses a WEEE contractor for the recycling of used electronic equipment. We work with customers to support their environmental initiatives including funding tree planting for carbon offset, staff volunteering for environmental initiatives and through constantly driving to reduce our environmental impact.; ; The services proposed in this offer are based centralised systems located in energy efficient datacentres. Services are hosted on a centralised platform removing the need for separate physical installation on the customer premise reducing overall energy consumption. Adoption of this service supports customer environmental agendas through replacement of aged, less energy efficient solutions.; ; MLL has a published Carbon Reduction Plan and a net zero target date of 2040.

  Tackling economic inequality

  MLL is an SME with a distributed workforce, working regionally to serve our customers throughout the UK. A high percentage of staff are home-based and live within the region that they serve. Others operate centrally from our Head Office in Buckinghamshire and our engineering and warehouse in Northamptonshire.; ; MLL supports flexible working methods and understands what is important to our employees from a work-life balance perspective. We encourage managers to consider the needs of their teams and embrace the use of a range of technologies that enable this balance to be met. We offer flexibility with working times, allowing individuals to start work at a time that meets both their personal and occupational needs.; ; MLL is an active member of the communities in which we operate and aspires to be always a good neighbour. We sponsor local causes, provide job skills programmes, work experience and apprenticeships and many staff volunteer for local charities such as the One Can Trust. MLL is an accredited Living Wage employer and an accredited member of the Armed Forces Covenant.

  Equal opportunity

  MLL’s Equal Opportunity policy ensures that everyone receives treatment that is fair, equitable and consistent with their skills and abilities. All current and potential employees are offered the same opportunities regardless of a protected characteristic (age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex, sexual orientation) or indeed any other characteristic unrelated to the performance of the job. MLL does not tolerate discrimination or harassment based on any of these characteristics, directly or indirectly, and extends to discrimination by association and by perception.; ; MLL is committed to a zero-tolerance approach to modern slavery and to acting with integrity in all its dealings, relationships, and supply chains. It expects the same high standards from all its staff, suppliers, contractors and those with whom it does business. ; ; We support our customers through the good working practices we have adopted and seek opportunities to contribute in meaningful ways to the communities we operate in.

  Wellbeing

  MLL has always recognised the importance of the welfare and wellbeing of our workforce and has an established Wellbeing and Benefits portfolio which underpins our commitment to staff welfare. ; ; MLL’s integrated approach is designed to create:; • A sense of belonging.; • An environment and culture based on shared values and trust.; • An environment where staff wellbeing is integrated into day-to-day practices.; • An environment that recognises skills and encourages personal development. ; ; MLL has appointed Mental Health Champions who reach out to all employees, offering support and positivity, whether that be a one-to-one chat, or publicly through a dedicated Teams channel.; ; MLL also offers all employees access to a confidential Employee Assistance Programme (EAP), provided by Health Assured, an independent health and wellbeing provider. The EAP is intended to help employees deal with personal problems that might adversely impact their work performance, health and well-being. ; ; We support our customers wellbeing initiatives through staff volunteering, charitable donations and through the provision of mental health awareness programmes and videos.

Pricing

• Price: £10.52 a licence a month
• Discount for educational organisations: No
• Free trial available: No

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