Exchange Communications Installations Ltd

Exchange Communications SIP Trunks

Exchange Communications SIP Trunks are more cost effective and provide more flexibility than a traditional phone service. They are quicker to install and offer comprehensive disaster recovery options to help protect your business. Our SIP service is backed up by a dedicated 24/7 support available 365 days a year.

Features

• Comprehensive disaster revovery options to help protect your business
• Number remains the same if and when you move premises
• Compatible with leading IP PBX brands
• Line rationalisation
• Dedicated 24/7 support available 365 days a year

Benefits

• Reduced call costs
• Save on network costs
• Always keep the same number
• Look local
• Calls get priority over other data
• In-built options make sure your customers can always get through
• Single network means simpler to manage

£2.05 a unit a month

• Education pricing 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 bids@exchangecommunications.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

629259129417726

Contact

David Morse
0141 776 8859
bids@exchangecommunications.co.uk

Service scope

• Software add-on or extension: No
• Cloud deployment model: Private cloud
• Service constraints: Planned maintenance is performed to have zero impact. Software upgrades to the platform are scheduled in advance to have zero downtime. It may not be possible for users to remain on the previous version.
• System requirements: None

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: We acknowledge receipt within 1 working hour and all questions are responded to within 4 working 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: 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: Via our current website a user can request a Live Chat, leave a message or ask for a call back
• Web chat accessibility testing: Website currently being upgraded
• Onsite support: Yes, at extra cost
• Support levels: Silver (level 1) - 09:00 to 17:00 Mon-Fri excluding public holidays, Phone/Fax/ email support, Proactive monitoring, Dedicated service desk team, customisable notification, Remote diagnostics, Escalation process Price per Annum 5% of RRP of supported item Silver (level 2) - As per Silver Level 1 except 08:00 to 20:00 Mon-Fri excluding public holidays Price per annum - 7% of RRP of supported item Gold - As per Silver level 2 except 24x7x365 excluding public holidays Price per annum - 10% of RRP of supported item Platinum - 24x7x365 as per Gold including Software release management Price per annum - 12% of RRP of supported item All clients receive a named service desk contact and primary expert engineer. Mutually agreed SLA's - 30 mins to 1 day response times, 1 hour to 2 day fix times available
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Exchange Communications are able to offer a number of Value Added Services to assist in the transition of the solution. We have a pedigree with all our Public Sector companies of going that extra mile or above and beyond to make sure that the customer is happy and all Exchange Communications supplied services are working perfectly. At Exchange we have a fully dedicated Managed Services Team who are able to be a lot more agile in answering and dealing with faults. When you call our BSI accredited Service Desk, you will speak directly to the team who will ask the correct questions, and work on the system remotely as you discuss the issue. The Managed Services Team have direct access to all the Tier 1 carriers in the UK and if a fault is raised you will have confidence that they will be dealing with the enquiry and keeping you notified throughout the term of the fault to make sure that you know what stage things are at. We understand how difficult it can be to deal with the tier 1 carriers direct, our team will ensure that we take the stress out of the situation
• Service documentation: No
• End-of-contract data extraction: Exchange will fully co-operate with the client during any potential transition and handover period arising from the completion of a contract. The co-operation, during the setting up operations period of the new contract will extend to allowing full access to, and providing copies of, all documents, reports, summaries and any other information necessary in order to achieve an effective transition without disruption to routine operational requirements.
• End-of-contract process: Exchange are able to provide a full list of individual DDIs including area codes, the name of their underlying Direct Supplier, the account (or reference) number and billing address for all these services that are supplied via Exchange, prior to any port. This complete set of information, included on every monthly invoice for services, is key to a successful and smooth transition to another Provider as any incomplete requests will be rejected by the current provider. This list would be used to select and confirm the set of DDIs / services that were to be ported and must be signed off as accurate. All call data is preserved on Exchange’s billing platform for a minimum of two years so that historic comparisons and queries can be made. Exchange cannot prevent any such port if initiated by the client and would simply invoice for the services as per any original contract until its termination date with Business-As-Usual continuing until that date.

Using the service

• Web browser interface: No
• Application to install: No
• Designed for use on mobile devices: No
• Service interface: No
• User support accessibility: None or don’t know
• API: No
• Customisation available: No

Scaling

• Independence of resources: Not Applicable. Every SIP account has their own individual account, separate from other users.

Analytics

• Service usage metrics: Yes
• Metrics types: Exchange Communications are able to provide a report with monthly usage detailed on an itemised basis and costs accrued. We also routinely provide a link to a web portal to access call details on an ad hoc basis at any point during the month. The report output can be filtered per billing period by telephone number, selecting dates and times, call duration, costs, etc. The results are displayed on screen and if anything is of interest can be exported to a CSV file for further analysis or archiving. Alternatively the reports section of the webportal allows selection from pre-defined reports.
• Reporting types:
  • Regular reports
  • Reports on request

Resellers

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

Staff security

• Staff security clearance: Conforms to BS7858:2019
• 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
• User control over data storage and processing locations: Yes
• Datacentre security standards: Managed by a third party
• Penetration testing frequency: At least every 6 months
• Penetration testing approach: In-house
• Protecting data at rest:
  • Physical access control, complying with another standard
  • Encryption of all physical media
• Data sanitisation process: No
• Equipment disposal approach: A third-party destruction service

Data importing and exporting

• Data export approach: Any report data of interest can be exported to a CSV file for further analysis or archiving.
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • PDF
  • Word
• Data import formats:
  • CSV
  • Other
• Other data import formats:
  • PDF
  • Word

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • Private network or public sector network
  • IPsec or TLS VPN gateway
• Data protection within supplier network: IPsec or TLS VPN gateway

Availability and resilience

• Guaranteed availability: The availability SLAs for the SIP trunks are as follows;; SIP Trunk Endpoint Resilient - 99.99%; SIP Trunk Endpoint Standard - 99.95%; The following shall not be included when calculating the Service Levels: Outages which are deemed to be the result of matters outside of our direct control, Planned or notified emergency maintenance works, User error; A Resilient build SIP Trunking means a configuration such as dual Session Border Controllers in active/standby mode offering geographic diversity.
• Approach to resilience: Available on request
• Outage reporting: We have automated email alert system to report any outages

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Dedicated link (for example VPN)
  • Username or password
• Access restrictions in management interfaces and support channels: We do not allow users direct access to the configuration tools of the SIP trunk service
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • 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: 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: At least 12 months
• How long system logs are stored for: User-defined

Standards and certifications

• ISO/IEC 27001 certification: No
• 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: Other
• Other security governance standards: We are currently working towards ISO/IEC 27001 accreditation
• Information security policies and processes: As part of the Data Protection Act 1998 it is the company’s responsibility to identify and specify to all workers undertaking work on behalf of Exchange Communications whether permanent, temporary, agency or sub-contractor staff the appropriate processes and procedures to enable compliance with the Data Protection Act.; Ultimate responsibility for this is held by our Managing Director although the IT Security Manager – Ewen Edward-Smith ensures that the policies are adhered to on a day-to-day basis through regular consultation with Line Managers and monitoring of the relevant processes.; Staff are encouraged to flag up potential breaches. Breaches are recorded and classified according to their severity with appropriate action ranging from reminding staff of their responsibilities to adhere to policy; amending or improving internal processes to ensure the breach cannot be repeated; and in the most serious circumstances where breach has been deliberate and for personal gain or advantage formal disciplinary procedures will be followed.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Our approach to Change Management is to keep the process simple to use. For all contracts we follow a documented process to classify, record and approve changes to the scope of work. Either party may request changes in accordance with the following standard procedures;; • Initiate The Change Request; • Respond to a Change Request ; In the event such Change Request is initiated we shall: ; (i) specify how it will be implemented; ; (ii) describe the effects it will have on performance; ; (iii) describe additional savings that would result; ; (iv) the time period to implement.; • Update Change Control Register
• Vulnerability management type: Undisclosed
• Vulnerability management approach: The carriers used have automated and configurable toll fraud tools that alert our staff if fraudulent activities are suspected. Triggers for alerts can be programmed and Exchange also has a number of in-house processes to monitor for suspicious activity. We routinely select monthly invoices for inspection where a pattern of routine monthly spend has been breached. ; Exchange's activities are not to be considered to be “instead of” correct controls. Correct programming of Class of Service and Class of Restriction for users is essential to stop fraud from occurring; rather than identifying a problem and trying to retrospectively mitigate its impact.
• Protective monitoring type: Undisclosed
• Protective monitoring approach: We use our reporting tools to constantly scrutinise accounts to identify:; • calls being made after hours or at weekends from offices that only operate during standard business hours, Monday – Friday;; • calls being made to premium 09xx / 087x numbers on services where these are not barred;; • excessive use of 118 services; • the top ten / twenty calls made per service by cost; In addition if offices are known to be unoccupied it can be advantageous to restrict all outbound calls during the night, over the weekend and during holidays by configuration of the ISDX system.
• Incident management type: Undisclosed
• Incident management approach: As part of our Quality Management accreditation we have documented processes covering “Maintenance”, “Fault Reporting” and “Escalation”. Our ‘single point of contact’ award winning service desk is available 24/7/365 days and deals with all reported incidents. Incidents can be reported by using Phone, Email or Interactive Website. Upon reporting an incident, details are entered onto our Salesforce CRM. A unique reference number is issued by which subsequent enquiries pertaining to the fault can be tracked. Full reports covering all incidents logged onto our CRM system will be produced and reviewed.

Secure development

• Approach to secure software development best practice: Supplier-defined process

Public sector networks

• Connection to public sector networks: No

Social Value

• Social Value:

  Social Value

  • Fighting climate change
  • Covid-19 recovery
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  Exchange have a long established Environmental Management System that is annually assessed & accredited to ISO 14001. Our Environmental Policy ensures the company, our staff & all members of our supply chain work in a responsible manner, reducing the impact of our operations on the environment, wherever possible. ; ; As part of this commitment we have implemented a Carbon Reduction Plan with an aim to be a net zero contributor to greenhouse gases (GHG) by 2030. As part of the plan we measure both direct (ie: electricity, gas, travel for business) & indirect (staff commuting) emissions covering our offices & through our interaction with clients. ; Since implementation we have changed our electricity provider & contract to a carbon-free supply so that gas is our only source of office-generated emissions. We have reduced our fleet of vehicles & encourage less customer site visits through better use of technology. We continue to reduce the volume of waste while increasing the percentage being sent for recycling. These initiatives have seen our carbon emissions decline by approximately 28%. ; ; Over the next 7 years we plan to further address greenhouse emissions as follows: ; • Improve planning to reduce mileage for travel – ie: combine journeys ; • Encourage meetings via video conference to reduce need for travel ; • Investigate & introduce carbon offset measures for air travel ; • Replace air travel with other forms of public transport where feasible ; • Encourage staff to find fewer emitting modes of travel for commuting ; • Maintenance of heating & air conditioning systems to maintain efficiency ; ; Our Carbon Reduction Plan is available for customers to view on our website & is annually updated. Our continuing ISO14001 accreditation is key so we hold scheduled reviews including our senior management team to ensure we continue to monitor & improve our environmental performance.

  Covid-19 recovery

  We acknowledge & appreciate that our business activities impact on the communities in which we operate. For all contract customers we commit to delivering social, economic & environmental benefits during the entire contract period. This includes; ; - Creating employment, re-training and other return to work opportunities for those left unemployed by COVID-19, ; - Support people and communities to manage and recover from the impacts of COVID-19. ; - Support organisations and businesses to manage and recover from the impacts of COVID-19. ; - Improve workplace conditions that support the COVID-19 recovery effort including effective social distancing, remote working, and sustainable travel solutions

  Tackling economic inequality

  We want to succeed as a business in alliance with the communities in which we operate so we will provide local economic benefits; ; • Seek opportunities for involvement in the community through educational programmes, charity & voluntary work. We would take part in numerous visits to local educational establishments or provide site visits for students to attend. We will provide career advice including CV writing & skillset requirements for working in telecoms. ; • Consider opportunities for community benefits, such as the recruitment & training of economically inactive & disadvantage people. ; • We will look to employ up local based engineers (FTE/Apprentice) to assist in system support. We already have an active apprenticeship & graduate recruitment scheme & as with similar contracts we are able to allow students from local colleges to shadow our engineers during implementation as part of a work placement or pre-employment course. ; • Support local companies in the form of attending Meet the Buyer events & providing business support for third sector organisations ; • Provide reports on local companies used within our supply chain ; ; As we want to succeed as a business in alliance with all communities in which we operate, we will also; ; • Strive to be a good neighbour. ; • Engage in a constructive dialogue & wherever possible work in partnership with the community. ; • Respect & acknowledge local cultural & religious needs. ; • Promote diversity in our supply chain by support local SME’s & VCSE’s ; • Respond promptly to enquiries from interested parties & provide relevant information regarding our activities. ; • Promptly pay small suppliers within 30 days.

  Equal opportunity

  Our most important resource are our employees so we incorporate a Fair and Equal Pay Policy with the promise to continue to pay well above the UK’s Minimum Wage and real Living Wage. We are committed to eliminating discrimination and encouraging diversity amongst our workforce. Our aim is that our workforce will be truly representative of all sections of society and each employee feels respected and able to give of their best. Our Equality, Diversity and Inclusion Policy provides equality and fairness for all with no discrimination on grounds of gender, marital status, race, ethnic origin, colour, nationality, national origin, disability, sexual orientation, religion or age. We oppose all forms of unlawful and unfair discrimination. Selection for employment, promotion, training or any other benefit will be on the basis of aptitude and ability. We provide our staff with the stability of employment with designated hours of work and do not use exploitative employment practices such as zero-hour contracts. We support flexible and family friendly working with our Flexible Working Policy which offers employees the ability to; ; • Change the amount of hours they work; • Change to the times when they are required to work; • Work from home Our family friendly working covers;; • Maternity leave and pay; • Antenatal appointments; • Paternity leave and pay; • Adoption leave; • Shared parental leave; • Family emergencies; ; The policies mentioned above are all fully supported by senior management and monitored and reviewed annually to ensure our staff retention rate remains high. This has allowed us, as a reputable and ethical employer to achieve the “Investors in People” award for the last 15 years.

  Wellbeing

  Wellbeing; We are committed to the principle that our business goals will be best achieved when we consistently act within an ethical framework that enables us to be a good ‘corporate citizen’. Our Ethics & Corporate Social Responsibility Policy defines the basic principles, ethics & values that guide Exchange in its business conduct. We consider it critical that we work in accordance with these values to maintain our reputation & our relationship of trust with our workforce, customers, suppliers & the community. We will conduct our business legally, honourably & ethically & at all times we will ; • Trade & compete fairly never obtaining or maintaining business through illegal conduct. ; • Not tolerate any employee of the company offering, soliciting or receiving any form of bribe or inducement.; • Report financial information in a complete, accurate, honest & timely manner. • Treat our customers, suppliers & stakeholders as we would want to be treated ourselves.; • Influence staff, suppliers, customers and communities to support health and wellbeing, including physical and mental health ; Collaborate with users and communities in the codesign and delivery of the contract to support strong integrated communities. - Influence staff, suppliers, customers and communities through the delivery of the contract to support strong, integrated communities,

Pricing

• Price: £2.05 a unit a month
• Discount for educational organisations: Yes
• Free trial available: No

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 bids@exchangecommunications.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.