TeleWare Plc

Recording for Microsoft Teams

Our recording solution provides a cost-effective and flexible way of enabling the recording of all Teams calls, including internal calls between users. Solution includes platform functionality, user experiences, and administrative interfaces to provide a solution for configuring, managing, recording, storing, and analysing Teams communications.

Features

• Fully managed native Azure Software-as-a-service
• Natively record audio, video and video-based screen sharing
• Microsoft compliance recording partner
• Target recordings by call queue or Dialled Number Identification Service
• Target specific meetings based on organiser or subject keyword
• No hardware requirements
• Meets GDPR, Mifid II, HIPAA
• Data stored securely in your Azure subscription
• Recordings review via browser based portal
• PCI Muting application

Benefits

• Instantly scalable to meet growth or demand
• Record what you need based on target controls
• Comply with data sovereignty requirements based on Azure
• Stereo recording for enhanced transcription and speaker identification
• Shareable recording link with access controls

£17.50 a user a month

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

Framework

G-Cloud 14

Service ID

640589520315213

Contact

Business Solutions
01845 521000
solutions@teleware.com

Service scope

• Software add-on or extension: Yes
• What software services is the service an extension to: Microsoft Teams with Phone System add-on licence (for voice capabilities)
• Cloud deployment model:
  • Public cloud
  • Hybrid cloud
• Service constraints: Requires Microsoft Teams with Phone System add-on licence (for voice capabilities)
• System requirements:
  • Microsoft/Office365 active tenancy
  • Requires an Internet Connection
  • Microsoft Teams licences

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: When a ticket is logged in service desk, there is an automated response, with a reference, and they are sent within 5 minutes of the ticket being automatically logged. General questions are not managed through a specific SLA however they are logged and responded to as soon as possible via our Support teams.; For general fault management the following priority levels and associated response times apply: Priority 1: 2 hours Priority 2: 4 hours Priority 3: 8 hours
• 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: Teleware’s customer centric service vision is to put the customer at the heart of everything we do, our managed services operate 24x7x365 and the Teleware platform. Our Network Operation Centre constantly monitors and manages the performance of the platform, through capacity management, quality of service monitoring, resilience, availability, change control and incident management. All our processes are managed within our ISO27001 certified Information Security Management System, as well as our ISO9001 Quality Management system, which feature ITIL based procedures and functions. Combined, these factors enable Teleware to achieve customer service excellence. We class priority 1 as a complete loss of all services to all identities, priorty 2 is loss of all services to a group of identities, and priority 3 as minor cloud service faults not included in the above.
• Support available to third parties: No

Onboarding and offboarding

• Getting started: Through the implementation of a tailored program and Project Management Methodology, the Teleware Project Manager will ensure the project is governed through a controlled number of stages. It will be structured, documented and accessible with defined deliverables at each stage. Project governance, as agreed with the customer will be applied. Teleware leverage an unparalleled learning solution that combines content expertise with an intelligent platform, designed to transform the way users work with Microsoft technology. A highly personalised approach to change management gets users and their technology on the same team, preventing frustration, alleviating IT workloads & helping organisations reach goals. Teleware builds a customised adoption strategy to drive your company’s software usage. Our platform and strategy help deliver personalised learning programmes to every user or persona and importantly measures the impact of adoption and usage. Our platform uses big data, machine learning and a human touch to help you achieve your goals.
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: No recording data is stored external to the customers Azure tenant.
• End-of-contract process: Access to the service is revoked when contracts and associated licences expire

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: Microsoft Teams recording works natively within the Microsoft Teams application, supporting all modalities
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: Users with appropriate permissions can configure elements of the service based on their organisations needs, including the creation of recording and retention policies, or recording profiles to target specific individuals, meetings or meetings with specific keywords in the subject line. They can also define access controls for users accessing the recordings portal such as sharing security, the ability to download, or restrictions such as password protected sharing and link expiry
• Accessibility standards: None or don’t know
• Description of accessibility: The recording service is automated, and operates natively within Microsoft Teams when a targeted call or communication is made. The service interfaces and recording review portals are accessed via web.
• Accessibility testing: Accessibility is governed through Microsoft Teams
• API: Yes
• What users can and can't do using the API: The recording solution has an OPENAPI to which customers would have access to export data as well as audio files for use in 3rd party interfaces or software
• API documentation: Yes
• API documentation formats: Open API (also known as Swagger)
• API sandbox or test environment: No
• Customisation available: Yes
• Description of customisation: Users with appropriate permissions can configure elements of the service based on their organisations needs, including specific target profiles for recording, based on username, meetings or keywords from subject lines of meetings. Additionally they may create and configure retention policies and groups to define types of recording and their associated retention periods within their Azure tenancy

Scaling

• Independence of resources: The recording service is a fully managed, native Azure Software-as-a-Service, leveraging the native resilience and continuity capabilities of the Microsoft Azure network

Analytics

• Service usage metrics: Yes
• Metrics types: The recording portal includes usage metric dashboards that show real time information relating to total calls recorded, or in any given time period, as well as utilisation of storage limits, hours of transcription consumed/utilised where purchased as well as call volumes over selectable periods
• Reporting types:
  • Regular reports
  • Reports on request

Resellers

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

Staff security

• Staff security clearance: Conforms to BS7858:2019
• 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: Complies with a recognised standard (for example CSA CCM version 3.0)
• Penetration testing frequency: At least once a year
• Penetration testing approach: ‘IT Health Check’ performed by a Tigerscheme qualified provider or a CREST-approved service provider
• Protecting data at rest: Encryption of all physical media
• Data sanitisation process: No
• Equipment disposal approach: A third-party destruction service

Data importing and exporting

• Data export approach: Not applicable as all recording data is stored within their own Azure tenant/subscription. Recordings are accessed through a web portal.
• Data export formats: Other
• Other data export formats:
  • WAV
  • MP4
• Data import formats: CSV

Data-in-transit protection

• Data protection between buyer and supplier networks: TLS (version 1.2 or above)
• Data protection within supplier network: TLS (version 1.2 or above)

Availability and resilience

• Guaranteed availability: We commit to a 99.99% uptime availability for the platform. As standard we provide service and support in respect of faults relating to the cloud service at no cost, for which the SLA is as follows: Severity/Priority Level 1 (Complete loss of all Services to all Identities) - covered 24x7 has a 2 hour response target and a 4 hour fix target. Severity/Priority Level 2 (Loss of all services to a group of Identities) - covered 24x7 has a 4 hour response target and a 8 hour fix target. Severity/Priority Level 3 (Minor cloud service faults not included in the above) - covered 09:00 – 17:30 Monday to Friday, excluding Bank Holidays. Has a 8 hour response target and a 20 working days fix target
• Approach to resilience: The recording service is a fully managed, native Azure Software-as-a-Service, leveraging the native resilience and continuity capabilities of the Microsoft Azure network
• Outage reporting: E-mail notifications are issued to nominated customer contacts in the event of any outage that may affect that customers subscribed services from Teleware. We aim to inform customers of a major incident within 20 minutes of it occurring and will circulate updates each hour until resolution. Once a resolution is found Teleware will circulate a Root Cause Analysis (RCA) within 5 working days, outlining the cause, time; service was affected, the actions taken to restore service and what the follow-on actions will be to ensure the incident doesn’t reoccur. Teleware will work to our standard resolution SLA’s . Teleware will use the contacts specified by the customer for incident notification

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Identity federation with existing provider (for example Google Apps)
  • Other
• Other user authentication: Authentication is performed via the users Microsoft Active Directory username and password along with any other security controls the organisation already has in place in their Microsoft tenant
• Access restrictions in management interfaces and support channels: Access capabilities are restricted or allowed based on provisioned licence configurations, to suit user profiles required within the customer organisation.
• Access restriction testing frequency: At least every 6 months
• Management access authentication: 2-factor authentication

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: At least 12 months
• Access to supplier activity audit information: No audit information available
• 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: LRQA
• ISO/IEC 27001 accreditation date: 09/02/2024
• What the ISO/IEC 27001 doesn’t cover: Microsoft Teams as this is external to our organisation
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: No
• Cyber essentials plus: No
• 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: This is governed by our ISMS Technical Services policy which details the processes and controls in place covering information security including: Access controls for physical access to computer rooms, data centres, or offices. Logical access controls based on active directory, with suitable policies in place covering password rules and constraints, as well as controls around requesting access and defined processes for user-IDs and privileged IDs. This also covers Network access which governs internet, wide area networks and firewalls. Hardware process are defined around laptops, PC's and mobile devices for staff as well as physical servers hosted in our data centres, all covered by system hardening standards through anti-virus and anti-malware, vulnerability scanning (external and internal), network performance monitoring, configuration scanning, audit logging and Microsoft Operations Management Suite (OMS). These are underpinned by senior management approved processes around change control, asset management, remote access, disposal and backup.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: A change control process document is utilised which defines the technical change within technology environments (infrastructure, software, etc) this process is followed by all personnel unless prior authorisation has been provided by emergency stakeholders where the process cannot be followed for unexpected reasons. We define 2 key groups of staff “Change Advisory Board” (CAB) and Key stakeholders. The CAB is comprised of technical staff and key decision makers who evaluate changes to the production environments. The CAB is focused exclusively on reviewing Change Requests for risk and unintended consequences and agreeing for changes to be performed to production environment
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: We employ external vulnerability scanner services to scan our platforms. The NOC conducts monthly tests using Qualsys SSL labs server test. All scans are maintained and initiated by the NOC according to the maintenance calendar. Scan results are compared to established baseline and where differences and issues are identified, raised as risks. Risks are prioritized as High, Medium, and Low status as indicated by the; tool that has identified it (Intruder, SSL Labs, or PEN testing). The following resolution targets relate to each severity: High - Immediate Medium – 1 month Low – 6 months Informational – Discretionary
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Teleware services are managed by our NOC. The NOC utilise multiple monitoring systems to maintain the confidentiality, availability and integrity of the service, these include Pager Duty, to alert our operatives; of critical and alert situations. PRTG network monitor to measure capacity and alerts for all servers, virtual servers, routers, switches, LANs and WANs. OCOM SIP monitor to measure call performance. Automated; diallers to ensure the integrity of end-to-end call routes, Azure security centre to ensure that security baselines are adhered to, and Intruder, a vulnerability scanner which monitors the external surface of the platform; for security vulnerabilities.
• Incident management type: Supplier-defined controls
• Incident management approach: All incidents are managed within Teleware's ISO 27001 compliant ISMS. All service incidents are managed and communicated through the Teleware service desk through agreed SLAs and priorities. Major; incidents affecting confidentiality, integrity or availability are managed within Teleware incident register. At the commencement of an incident, an incident owner is assigned who is responsible for assessing,; containing and communicating the incident as well as the resolution of the incident. All corrective actions and lessons learned are recorded and managed within our ISMS which which is reviewed by senior management and audited annually by LR

Secure development

• Approach to secure software development best practice: Conforms to a recognised standard, but self-assessed

Public sector networks

• Connection to public sector networks: No

Social Value

• Social Value:

  Social Value

  Equal opportunity

  Equal opportunity

  Teleware is committed to tackling all forms of discrimination and inequality in both the workplace and the services the organisation provides. Our policy sets out how to promote equal opportunity and prevent all forms of unlawful or unfair discrimination, harassment, and victimisation. The aim of the policy is to:; • work towards the elimination of all forms of discrimination ; • create a positive culture, where diversity, inclusion and respect are core values and at the centre of our activities ; • ensure employees and senior management are engaged with development and implementation of this policy ; • encourage positive action to overcome disadvantage and discrimination ; • ensure highest possible standards are achieved in the delivery of our services to customers and in our employment practices ; • ensure equality, diversity and inclusion is promoted through work, both internally and externally Teleware is committed to: ; • creating an inclusive environment where individual differences and the contributions of our employees and senior management are recognised and valued ; • creating a working environment that promotes dignity and respect for all ; • implementing inclusive recruitment practices ; • ensuring development and progression opportunities are available to all ; • regularly reviewing service provision to ensure it is accessible, fair and appropriate to all groups within society ; • providing information and training to all employees and senior management to ensure that they are fully aware of electronic data interchange (EDI) issues and their responsibilities relating to these areas ; • ensuring that no person or group of people will suffer detrimentally in promotion or dismissal ; • ensuring workplace benefits are accessible to all ; • monitoring our workforce so that we can work towards ensuring they reflect the customers we are serving ; • assessing the impact of our policies, practices, and services ; • embedding EDI into our policies, procedures, and everyday practice

Pricing

• Price: £17.50 a user a month
• Discount for educational organisations: No
• 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 solutions@teleware.com. Tell them what format you need. It will help if you say what assistive technology you use.