Britannic Technologies

Gamma SIP from Britannic (Teams Telephony compatible)

Gamma's SIP Trunking service, the UK’s market leader for SIP trunks. The SIP service is designed as an ISDN replacement for the PSTN switch-off, compatible with all IP/SIP enabled telephone systems and Session Border Controllers (SBCs). Delivering enhanced cloud features; automatic failover (SIP PING) and flexible SIP channels.

Features

• ISDN replacement SIP technology for PSTN switch-off
• Keep existing telephone numbers/DDIs from ISDN to SIP
• Microsoft Teams integration and compatible with iPBX/SBCs
• Choose the outbound number you present (CLI Presentation)
• Instantly scalable channels for peak calling periods
• Business Continuity as standard– Active/Standby, Loadshare or Resilient mesh
• Inclusive calls to 01/02/03/07 or PAYU for inbound SIP Trunking
• Optional cloud based inbound call control –SIP Trunk Call Manager
• Optional PCI compliant payments service (Semafone)
• Directly managed by Gamma for quicker provisioning and fault fixing

Benefits

• Full business continuity solution so calls are never lost
• Keep your existing numbers and maintain continuity
• Inclusive SIP calls allowing budget and cost control
• Guard against fraudulent calls to minimise risk and bill shock
• Simplified architecture using SIP and Data infrastructure
• Flex channels and only pay for the SIP Trunking used
• Achieve cost effective PCI compliance for payments
• Environmentally friendly and Carbon Neutral certified solution
• Caller access control (CAC) allows inbound/outbound SIP Trunking call management
• Simple and fast provisioning and transition

£1.88 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 jcambpbell@btlnet.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

680074171017141

Contact

James Campbell
01483242550
jcambpbell@btlnet.co.uk

Service scope

• Software add-on or extension: Yes, but can also be used as a standalone service
• What software services is the service an extension to: Gamma's Inbound Service; Cloud-based or hosted iPBXs; Session Border Controllers
• Cloud deployment model:
  • Public cloud
  • Private cloud
  • Hybrid cloud
• Service constraints: Gamma SIP services must be connected to a iPBX or Session Border Controller.
• System requirements:
  • Conformance tested PABX (confirm with Britannic)
  • Compatible Session Border Controller (confirm with Britannic)
  • Appropriately sized data access
  • IP Address Authentication
  • Sufficient SIP Licences on PABX

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Britannic current service experience is: 9 second average time to answer the phone, 10 minute average time to answer emails, 35% first line resolution of service tickets Britannic have four support medal levels providing flexibility in contract levels and response times; we also categorise tickets by three prioritisation levels – Critical, Major, Minor. Critical – Platinum 30 mins, Gold 30 mins, Silver 1hr, Bronze 1hr – target resolution time 1hr Major - Platinum 2hrs, Gold 4hrs, Silver 4hrs, Bronze 4hrs – target resolution time 2hrs Minor - Platinum 4hrs, Gold 8hrs, Silver 8hrs, Bronze 8hrs – target resolution time 48hrs
• 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 Britannic's website
• Web chat accessibility testing: N/A
• Onsite support: Onsite support
• Support levels: The Britannic Service Desk is committed to delivering the best service for our clients. Our process ensures that any critical customer issue is promptly escalated, day or night, regardless of contract level. This minimises delays during major incidents. Technical expertise and accountability are fundamental to our service ethos. Each new product added to our portfolio undergoes rigorous technical onboarding to cultivate in-house subject matter experts, enhancing the value we deliver to customers. In cases requiring vendor escalation, typically for software bugs or feature requests, we demonstrate our commitment and capability by managing the majority of service tickets and requests in-house. We take pride in our flexibility, adhering to necessary processes outlined in our ISO/IEC 20000 accreditation while striving to exceed customer expectations. By default, new customers are provided with our Bronze support package at no additional cost, however we can discuss increasing this if required. Pricing is based upon a percentage of the list price of the equipment in the solution. We also report on a tighter, internal measurement of SLO (Service Level Objective). This is a service goal which Britannic set above the contractual SLA measure. We are fully transparent with our customers regarding our performance against this measure.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Our SIP trunking product does not require specific user training, although we do provide comprehensive user acceptance and handover documentation. We also supply a customer support manual for all contact points and escalations. ; A named Account Manager will also be assigned to your account to support you and a named project manager for the migration over to Gamma SIP.
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: We will provide comprehensive details of all aspects of your SIP estate, including all telephone numbers (DDIs), the product related to each number and the site associated with each DDI. Typically this information is provided in Excel.
• End-of-contract process: At the end of the initial term services auto renewal for a 12 month period. Through our itemised monthly online billing, you will be able to see your asset list and how it incorporates any changes that may ahve been made on a monthly basis. This will include any numbers that can be ported away and details of the services you currently take with us. We provide a very flexible invoicing service so can mend how services are invoiced if required.; It is up to the new provider to port the numbers away; no porting charges will apply from Britannic in the event services are ported away.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
• Application to install: No
• Designed for use on mobile devices: No
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: Gamma's optional SIP Trunk Call Manager is portal-based and users can log in to edit elements of call routing in line with user permissions.; ; Functionality includes ability to route calls to an alternative destination number/voicemail/divert calls/invoke; pre-configured call plan. Key reporting statistics are also available including performance graphs and call history.
• Accessibility standards: None or don’t know
• Description of accessibility: Standard web-browser access with standard accessibility options associated with those web-browsers
• Accessibility testing: We are not aware that Gamma has tested this with assistive technology.
• API: No
• Customisation available: Yes
• Description of customisation: The design of the SIP service can be configured and customised for various designs (Active/Standby, Active/Active (loadsharing), Resilient+, Enhanced). We will work with you to confirm the design options and discuss in more detail at project kick off.; ; The number of concurrent call channels required (subject to minimum number) can be customised subject to sufficient data bandwidth being available.; ; If you have existing DDI numbers that you would like to port from other services/third parties, this can tailored to your specific scenario. Equally whether you need any new DDIs can be discussed as well.; If individual call control is required per DDI this can be achieved through a web based customer portal using SIP Trunk Call Manager.; Where the option is taken, administrators can manage SIP Trunk Call Manager, a feature-rich, centralised inbound call management service via an easy-to-use web portal and app. The following are customisable:; - Call Queuing Day; - Time of Day Routing; - Hunt Group; - Voice Mail; - Date Routing; - Increased resilience; - Announcement; - Auto attendant; - Set user access individually; - Divert (on busy, on no reply, on failure); - Access to full call statistics; - Advanced Statistics.

Scaling

• Independence of resources: We undertake regular service reviews (typically monthly to quarterly) at which any capacity planning can be incorporated into the agenda.; Each SIP customer's resource requirements are taken into account and sufficient network is allocated to them.; Where there are seasonal, very high peak periods, such as for Clearing and Registrations for education institutions, we can architecture the service so that BAU SIP services are not impacted by these seasonal traffic volumes. This may be subject to each customer's own telephony setup.

Analytics

• Service usage metrics: Yes
• Metrics types: Gamma SIP Trunk Call Manager service provides a range of on line call reporting on a per number basis. Full summary reports are provided; how many calls are getting through, where callers are located, what the call trends are and, when busy times are. Detailed call analysis is available via the advanced statistics package.
• Reporting types:
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

• Supplier type: Reseller providing extra 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: 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: ‘IT Health Check’ performed by a CHECK service provider
• Protecting data at rest: 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: Our Web Portal allows users access to their associated number ranges. Typically users will extract their applicable data in Excel or CSV format.
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • Excel
  • PDF
• Data import formats:
  • CSV
  • Other
• Other data import formats: Excel

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)
  • Legacy SSL and TLS (under version 1.2)

Availability and resilience

• Guaranteed availability: 99.95% uptime SLA Service credits are provided to the value of 3.5% of the monthly service charge should this SLA not be met, per day up to a maximum of 100% of the monthly service charge for each month impacted. The service credits will be refunded to the customers account and notification provided.
• Approach to resilience: Available upon request.
• Outage reporting: Email alerts.

Identity and authentication

• User authentication needed: Yes
• User authentication: Username or password
• Access restrictions in management interfaces and support channels: Relevant only to the SIP Trunk Call Manager application. Administrators can set permissions for other users to give them access to certain areas of the portal. They are able to restrict access to certain areas of the management and support interfaces.
• Access restriction testing frequency: At least once a year
• Management access 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: 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: BSI
• ISO/IEC 27001 accreditation date: 08/04/2020
• What the ISO/IEC 27001 doesn’t cover: Third party suppliers who do not directly impact the Britannic Information Security
• 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: ISO 22301 Business Continuity

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: Britannic Information Security is supported by ISMS framework of approved, communicated and published policies and procedures that includes all legal, physical and technical controls. Britannic Information Security Policy as well as all other ISMS policies and procedures apply to all Britannic employees, while 3rd party management is governed by Britannic 3rd Party Information Security Compliance Policy and annual suppliers reviews. Our management processes have been aligned to ISO/IEC 27001 and include (but are not limited to): Network Management, IT, Operations Security, Projects, Access Control, Suppliers Management, Asset Management, Human Resources Security. Due to evolving nature of information security, all Britannic management processes are frequently reviewed to ensure Britannic remains in compliance with relevant legal and regulatory requirements of ISO/IEC 27001 and guidelines of ISO/IEC 27002. All ISMS Policies and Procedures have been approved by Britannic CEO and Information Security Management Forum, made up of members of the Senior Management Team. Britannic Information Security Management Forum carries an annual review of Information Security Policies and Procedures which can be also reviewed at other times as dictated by operational needs.

Operational security

• Configuration and change management standard: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Configuration and change management approach: Any change requests are recorded through the service desk, logged and tracked - time bound. We then review change requests through our change management process. These are reviewed for a range of aspects, including potential security impact. All changes are recorded.
• Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Vulnerability management approach: Gamma carry this out. They use failure mode effects analysis process, conducting regular, systematic assessments of vulnerabilities to determine the necessity of safeguards/countermeasures/controls, monitoring for changes to maintain an acceptable level of risk. Includes identifying key information assets and subjecting them to specific risk assessments, assessing exposure to a list of common threats and vulnerabilities, maintaining risk registers, implementing technical, policy, business continuity and management initiatives;; Each patch is assessed and deployed accordingly:; High - Urgently.; Medium - ASAP.; Low - as time permits.; Gamma utilise many vendor sources and industry RSS feeds, CERT, Ubuntu and Debian. Member of CiSP.
• Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Protective monitoring approach: Britannic have implemented protective monitoring as a part of our risk management strategy. We collect and analyse log and event data which allows us to detect and promptly alert on operational and security issues related to a wide range of compliance and risk concerns. As a result we obtain information required to allow us to respond to incidents in a timely manner and to establish sufficient internal security controls for ongoing compliance with ISO 27001:2013 requirements.; ; Gamma utilises GPG 13 guidance with its own SIEM to identify potential compromises. They respond to incidents as close to real time as practicable.
• Incident management type: Supplier-defined controls
• Incident management approach: Britannic have a well defined process for managing and updating incidents. Customers are invited to log incidents via phone, email or online portal; Britannic will respond within SLA/SLO. During a critical or major incident, Britannic will invoke our major incident management process which delivers regular updates to key stakeholders and is only closed once a full RFO is delivered.

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:
  • Joint Academic Network (JANET)
  • Health and Social Care Network (HSCN)

Social Value

• Social Value:

  Social Value

  • Fighting climate change
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  As an integral component of our environmental strategy, our dedication to sustainability encompasses multiple facets, spanning from our office practices to our data centre operations. At the core of our commitment lies our conscientious approach to recycling.; Within our office premises and across our datacentres, recycling initiatives are rigorously implemented. Specifically, within our datacentres, dedicated recycling collection points are established to ensure the proper disposal of all equipment packaging. This meticulous process is not only compliant with regulations but also aligns with our values of environmental stewardship.; For Britannic, our environmental commitment is not in place solely to adhere to compliance regulations, we want to play our part in fostering a greener future. Through comprehensive recycling initiatives, responsible disposal practices, and strategic partnerships, we endeavour to lead by example in championing sustainability across all facets of our operations.

  Equal opportunity

  The company is strongly dedicated to promoting diversity and inclusion across all areas of our business operations. The following is a summary of our policies, practices, and activities that support diversity and inclusion: ; Recruitment Policies & Practices: ; - Equal Opportunities Policy: We have a comprehensive Equal Opportunities Policy in place that ensures all individuals associated with the company are treated fairly and without discrimination. This policy complies with anti-discrimination laws, protecting against discrimination based on protected characteristics such as age, disability, gender, and more. ; - Recruitment Practices: Our recruitment processes are designed to prioritise merit and eliminate any form of discrimination. We use gender-neutral language in job advertisements, and our interviewers are trained to avoid asking discriminatory questions. We also ensure that our vacancy advertisements are widely disseminated to reach a diverse section of the labour market, promoting equal opportunities. ; - Equality Monitoring: We actively engage in equality monitoring by voluntarily and anonymously collecting data on various aspects, such as ethnic group, gender, disability, sexual orientation, religion, and age. This data helps us identify underrepresented or disadvantaged groups within our organisation and informs our diversity and inclusion initiatives. ; ; Our policies and practices demonstrate a clear commitment to enhancing diversity and inclusion in recruitment, internal development, and customer-facing service delivery. We continuously monitor and improve these initiatives, ensuring that diversity and inclusion are not just policies but integral parts of our organisational culture.

  Wellbeing

  Britannic are deeply committed to generating social value through our holistic approach to employee wellbeing and community engagement. We understand that fostering a supportive and empowered workforce not only benefits our employees but can make a positive impact on the local community.; Private Medical Coverage: Our provision of private medical coverage, including mental health services, ensuring that our employees have access to essential healthcare resources. By prioritising mental health, we contribute to reducing the stigma around these issues and promote overall well-being.; Birthday Leave: We believe that personal milestones are worth celebrating, and granting a day off for birthdays is a small way to show our appreciation for our employees. This policy enhances work-life balance, allowing individuals to spend quality time with loved ones and nurture personal relationships.; Volunteering Day: Our dedication to social value extends beyond the workplace. We offer our employees the opportunity to take a volunteering day, empowering them to give back to their communities. This not only strengthens our employees' sense of purpose but also creates a positive ripple effect by supporting various charitable causes within the local community.; Personal Training and Development: We actively encourage personal training and development initiatives. By investing in our employees' growth, we not only equip them with valuable skills but also foster a culture of continuous learning and innovation.; Extending Social Value to Clients: We actively seek to provide social value to our clients, through volunteering days, seminars, conferences, workshops, training assets and wellbeing portals.

Pricing

• Price: £1.88 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 jcambpbell@btlnet.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.