CHANNEL COMMS LTD

Channel Cloud

Channel Cloud is a web-based tool that enables simple, instant and secure communication between the employees from different offices of the company, from office phones, PC, but also from mobile devices. You can participate in a conference, make a call, share your desktop, send virtual reminders with just one click.

Features

  • Remote Access
  • Real-time reporting
  • PC Softphone
  • Mobile App
  • Auto Attendance
  • Video Conference
  • Live Status Availability
  • Voicemail
  • Call Recording
  • Instant Chat

Benefits

  • Access entire phone system on PC, Laptop or Mobile app
  • Share Screens with another user during a phone call
  • Simply share calls across teams and avoid engaged lines
  • Transfer calls to another user anywhere in the world
  • Video call internally or send a quick link externally
  • Remote installation available in most cases
  • Integrations available with multiple software including Microsoft teams
  • Free local, national and UK mobile calls
  • Mix & Match user subscriptions to fit your business
  • Secure-by-design. Hosted in Amazon Web Services Cloud Storage.

Pricing

£6.50 to £25.00 a licence a month

  • Education pricing available
  • Free trial available

Service documents

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 Nick.boulton@channelcomms.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 13

Service ID

6 8 5 4 0 4 9 9 3 2 0 1 2 6 6

Contact

CHANNEL COMMS LTD Nick Boulton
Telephone: 03332005140
Email: Nick.boulton@channelcomms.co.uk

Service scope

Software add-on or extension
No
Cloud deployment model
Private cloud
Service constraints
No.
System requirements
  • Software licenses required per user
  • Licences dependant on required functionality

User support

Email or online ticketing support
Email or online ticketing
Support response times
Within 8 hours maximum.
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
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
N/A
Web chat accessibility testing
Web chat testing complete.
Onsite support
Onsite support
Support levels
No support levels so N/A.
Support available to third parties
Yes

Onboarding and offboarding

Getting started
All of the above and ongoing UK based customer support.
Service documentation
Yes
Documentation formats
PDF
End-of-contract data extraction
Download from cloud.
End-of-contract process
Bespoke and flexible contracts built per business with a number of options available to be agreed with the business.

Cloud user license ends when the contract is terminated.

Using the service

Web browser interface
Yes
Supported browsers
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
Application to install
No
Designed for use on mobile devices
Yes
Differences between the mobile and desktop service
Mobile collaboration requires downloading an app where as desktop services user webRTC technology (browser)
Service interface
Yes
User support accessibility
None or don’t know
Description of service interface
Web based service interface.
Accessibility standards
None or don’t know
Description of accessibility
.
Accessibility testing
.
API
Yes
What users can and can't do using the API
https://docs.wildix.com/wms/index.html#section/Authentication
https://confluence.wildix.com/display/DOC/WMS+5+API+Authentication
https://confluence.wildix.com/display/DOC/WebAPI+Admin+Documentation
https://confluence.wildix.com/display/DOC/Dialplan+API+parameters
https://confluence.wildix.com/display/DOC/How+to+send+SMS+from+Dialplan+using+SMS+API
API documentation
Yes
API documentation formats
  • HTML
  • PDF
API sandbox or test environment
No
Customisation available
Yes
Description of customisation
Photographs can be uploaded, address book created, desktop phone video screen can be customized, geographical presence and call recording can be customised.

Scaling

Independence of resources
Amazon Web Services for data and hosting, this is the best and only provide only dedicated connectivity per organisation.

Analytics

Service usage metrics
No

Resellers

Supplier type
Reseller providing extra features and support
Organisation whose services are being resold
Wildix

Staff security

Staff security clearance
Other security clearance
Government security clearance
Up to Baseline Personnel Security Standard (BPSS)

Asset protection

Knowledge of data storage and processing locations
Yes
Data storage and processing locations
  • United Kingdom
  • European Economic Area (EEA)
  • Other locations
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
Encryption of all physical media
Data sanitisation process
Yes
Data sanitisation type
Explicit overwriting of storage before reallocation
Equipment disposal approach
In-house destruction process

Data importing and exporting

Data export approach
We do not export or store any client data locally
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
  • IPsec or TLS VPN gateway
  • Bonded fibre optic connections
Data protection within supplier network
  • IPsec or TLS VPN gateway
  • Legacy SSL and TLS (under version 1.2)

Availability and resilience

Guaranteed availability
Penalties are in our agreements if we do not meet SLA's.
Approach to resilience
Amazon Web Services for data and hosting.

Other available on request.
Outage reporting
Emails

Identity and authentication

User authentication needed
Yes
User authentication
  • 2-factor authentication
  • Username or password
Access restrictions in management interfaces and support channels
Access to the management portal requires username and password authentication. Administration training is provided before access granted. Varying levels of permissions can be granted.
Access restriction testing frequency
At least every 6 months
Management access authentication
Username or password

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 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
Yes
Who accredited the ISO/IEC 27001
Cloud platform located within AWS that is compliant.
ISO/IEC 27001 accreditation date
Cloud platform located within AWS that is compliant.
What the ISO/IEC 27001 doesn’t cover
Wildix Cloud and ISO 27001, 22301 compliance
Wildix Cloud services are located in data centers that undergo ISO 27001 and ISO 22301 audits. These data centers share hosted facilities space with the world’s largest Internet companies. The geographic diversity of these locations act as an additional safeguard which minimizes the risk of service interruption due to natural disasters.
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
.

Operational security

Configuration and change management standard
Supplier-defined controls
Configuration and change management approach
Channel Support have a process plan in place for all change requests. Change requests have to be logged by the end user to the support desk, Support cases are logged onto our CRM software. All changes made are updated onto the CRM in detail by the engineer with time and date stamp.
Vulnerability management type
Supplier-defined controls
Vulnerability management approach
Potential security threats are brought to our attention by the cloud manufacturer. Wildix products are regularly controlled for security breaches and upgrades are made available whenever any breaches are discovered in Wildix services or in third party libraries used by the system. Channel then provide upgrades as required.
Protective monitoring type
Supplier-defined controls
Protective monitoring approach
Security is a top priority for Wildix and all the security features are built-in inside the product, which means the Wildix System is Secure By Design and security is not delegated to third party devices.

All Wildix products are regularly controlled for security breaches and upgrades are made available whenever any breaches are discovered in Wildix services or in third party libraries used by the system.

https://confluence.wildix.com/display/DOC/Security+Policy+at+Wildix#SecurityPolicyatWildix-WebRTCSecurity
Incident management type
Supplier-defined controls
Incident management approach
Wildix SRE Engineers perform continuous system monitoring 24/7, investigate crash reports, and intervene in case a problem with any client PBX has been revealed by the monitoring system. In case a problem has been revealed, the following actions are undertaken:

Identify the CoS of the issue; issues which have been identified as Critical are immediately taken into analysis, even if revealed outside Support Hours

Secure development

Approach to secure software development best practice
Supplier-defined process

Public sector networks

Connection to public sector networks
No

Social Value

Fighting climate change

Fighting climate change

Planning is currently in progress on our pledge to become net zero and how we can support our customers in fighting climate change.
Equal opportunity

Equal opportunity

We aim to be an equal opportunities employer and we are determined to ensure that no applicant or employee receives less favourable treatment on the grounds of gender, age, disability, religion, belief, sexual orientation, marital status, or race, or is disadvantaged by conditions or requirements which cannot be shown to be justifiable.

Pricing

Price
£6.50 to £25.00 a licence a month
Discount for educational organisations
Yes
Free trial available
Yes
Description of free trial
Free trial for our cloud solution including hardware available on request.

Flexible time period.

Service documents

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 Nick.boulton@channelcomms.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.