SPHERE GLOBAL LIMITED

iPilot, Unified Voice, Call Path

iPILOT offers a cloud platform as a service (CPaaS) to support the entire Microsoft Teams Calling lifecycle including migration, deployment, capacity management, support, analytics, and integration. iPILOT automation and simplicity allows go live with full calling capabilities in minutes. It automates both Direct Routing and Operator Connect capabilities

Features

• No Power-Shell Knowledge Required
• Enhanced Productivity, Scalability, Unified Platform,
• Reduced costs, and improved agility
• Error-Free Development

Benefits

• Automated Number Procurement & Porting
• Automated Device Procurement
• Full control of MACD
• Automated Voice Policy Configuration
• Automated Direct Routing Configuration
• Fully Secure Solution

£10,000 to £25,000 an instance

• Education pricing available
• Free trial available

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

• Modern Slavery statement

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

Framework

G-Cloud 13

Service ID

681958013520246

Contact

Harry Cheema
07912395415
hello@sphereglobal.solutions

Service scope

• Software add-on or extension: Yes
• What software services is the service an extension to: All Nuwave services are an extension of Microsoft Team and Zoom
• Cloud deployment model: Private cloud
• Service constraints: GLOBAL COVERAGE IN: United States, Canada, Sweden, Denmark, Portugal, Spain, France, Belgium, Germany, Switzerland, Austria, Italy, Ireland, Netherlands, United Kingdom
• System requirements: Users must have MS Teams licenses deployed

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: 24 hour response times
• User can manage status and priority of support tickets: No
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: Web chat
• Web chat support availability: 24 hours, 7 days a week
• Web chat support accessibility standard: None or don’t know
• How the web chat support is accessible: We can set up a web chat link speciaclly to cater for your users
• Web chat accessibility testing: We can set up a web chat link speciaclly to cater for your users
• Onsite support: Yes, at extra cost
• Support levels: We notifiy partners & prioritizes incidents by priority level and impact | •P1/P2 w/in 30m TTN | •P3/P4 w/in 4hrs TTN, NuWave troubleshoots, isolates, and restores services | •P1 w/in 4hrs TTR | •P2 w/in 12hrs TTR | •P3 w/in 3 biz days TTR P4 w/in 5 biz days TTR | Note: TTN = Time to Notify | TTR = Time to Restore
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Web based live training and user documentation
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: Extract the information from the IPilor platform
• End-of-contract process: One month before end of contract the user is sent a notification that the contract is coming to an end and that if they need to keep their data available beyond 12 mounts that they have to send a written request by email to Sphere.; If no written request is sent, at the end of 12 months the users login credentials are deactivated and the data is permanently deleted from the system

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
• Application to install: Yes
• Compatible operating systems:
  • Android
  • IOS
  • MacOS
  • Windows
  • Windows Phone
• Designed for use on mobile devices: No
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: We have the IPilot Platform which users can access through the web portal
• Accessibility standards: None or don’t know
• Description of accessibility: We have the IPilot Platform which users can access through the web portal
• Accessibility testing: We have the IPilot Platform which users can access through the web portal . Assititive tech on the web bowser can be enabled
• API: Yes
• What users can and can't do using the API: We can work with partners to understand their needs and set up API specific for your requirment
• API documentation: Yes
• API documentation formats:
  • Open API (also known as Swagger)
  • PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: We can customise the optiosn exposed to the various IT managers as well as white lable the portal.

Scaling

• Independence of resources: The solution sits on Azur Cloud which has highly scalable infrastructure.; We constantly monitor system usage and at any time additional resources can be added to support user demand

Analytics

• Service usage metrics: Yes
• Metrics types: We can provide usage metrics in multiple formats and normally work withthe client to defne the format and the data type they wish to see in the reports.
• Reporting types:
  • Real-time dashboards
  • Regular reports

Resellers

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

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Up to Developed Vetting (DV)

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations: Other locations
• 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: Another external penetration testing organisation
• Protecting data at rest: Physical access control, complying with another standard
• Data sanitisation process: Yes
• Data sanitisation type:
  • Explicit overwriting of storage before reallocation
  • Deleted data can’t be directly accessed
• Equipment disposal approach: A third-party destruction service

Data importing and exporting

• Data export approach: Through the web portal
• Data export formats:
  • CSV
  • Other
• Other data export formats: Word
• 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: IPilot is currently offered at 4 9's of availability (99.99% or 52 minutes/year). Voice has a separate SLA.
• Approach to resilience: IPilot is highly available by being deployed into multiple regions and multiple sites within each region. Each site has independent power, cooling and networking and can operate independent of other sites. Operational data is replicated in real time to all sites in all regions. Architecture diagram available upon NDA and request.
• Outage reporting: Public dashboard; Email alerts

Identity and authentication

• User authentication needed: Yes
• User authentication: Public key authentication (including by TLS client certificate)
• Access restrictions in management interfaces and support channels: All management requests are performed over secure and authenticated channels. Management interfaces are configured on networks which are less acessible. The organisation follows proper authenitication mechanisms before allowing users to access management interfaces
• Access restriction testing frequency: At least once a year
• Management access authentication: Public key authentication (including by TLS client certificate)

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: User-defined
• Access to supplier activity audit information: Users have access to real-time audit information
• How long supplier audit data is stored for: User-defined
• How long system logs are stored for: Between 1 month and 6 months

Standards and certifications

• ISO/IEC 27001 certification: No
• 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: We follow ISO 27001:2013 information security policies and processes. As documented in the ISMS policy, the organisation shall keep the business informed of the information security status of the organisation by means of regular reports to senior management. Information policies are available to internal users on intranet for reference. The poilcies are reviewed annually. Users are imparted training once a year and during their on-boarding processes.

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: Brief Change Management process followed:; a) pre-installation ; b) Install Plan ; c) Post Installation ; d) Backout Plan ; ; Configuration management processes are well documeneted and account for the reality of periodic changes, such as software upgrades and hardware refreshes in conjunction with Capacity and perfomance mangement
• Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Vulnerability management approach: Proactive vulnerability scans are carried out. Change management is followed to mitigate. hreat, vulnerability and exploitation techniques are monitored. Based on the severity of the threats and vulnerabilities in relation to the service, mitigations steps are implemented through change management process.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Tools like Qualys and Checkpoint proactively monitor and share alerts . When a potential compromise has been identified organisation takes prompt and appropriate action to report Information security incidents to the appropriate stakeholders. Assessment of the incident is carried out.Based on the incident and its criticality, configuration and change management processes are carried out to mitigate the risk identified.Response to the incidents is in accordance to the agreed timelines in the ISMS policy and as decumented in the SLA.
• Incident management type: Conforms to a recognised standard, for example, CSA CCM v3.0 or ISO/IEC 27035:2011 or SSAE-16 / ISAE 3402
• Incident management approach: Organisation has Securiy Incident Response Team (SIRT) to monitor, troubleshoot and mitigate incidents Brief steps followed in incident management processes are: a) Identification and prioritization of incident and performing a timely assessment of the situation. b) Containment of event. c) Investigation of what occurred and how it occurred, including root cause analysis when appropriate

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: No

Social Value

• Fighting climate change:

  Fighting climate change

  na
• Covid-19 recovery:

  Covid-19 recovery

  na
• Tackling economic inequality:

  Tackling economic inequality

  We're an equal opportunity employer. We ensure that all our direct employees as well as partner organisations adhere to a strict policy to ensure employees are remunerated in line with their role and their work effort. Salary and position within the company does not take into consideration race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status
• Equal opportunity:

  Equal opportunity

  We're an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.
• Wellbeing:

  Wellbeing

  na

Pricing

• Price: £10,000 to £25,000 an instance
• Discount for educational organisations: Yes
• Free trial available: Yes
• Description of free trial: We can provide a free demo version of the platform for the teams to get to grips with and understand hwo powerful a tool it can be

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

• Modern Slavery statement

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