Digital Space Cloud Services Limited

Digital Space Hosted Mitel Cloud (Flex)

Mitel Cloud is a subscription based solution for businesses wanting to consume UC and omni-channel contact centre services from the cloud. The solution is hosted in geo-diverse data centres and can be delivered over the public internet or a customer's private wide area network

Features

• SIP Services
• VOIP Services
• Contact Centre and Omni-channel
• Unified communications and collaboration
• Instant messaging
• Enable homeworking
• Video conferencing
• Business continuity

Benefits

• Improve business continuity
• VOIP managed service
• Monitoring and management
• Enable homeworking
• Managed homeworkers
• Flexibility of service and scalability
• Eliminates risk

£3.00 to £50.00 a licence a month

• Education pricing available
• Free trial available

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  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 frameworks@digitalspace.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

691146878751334

Contact

Gary Beddow
0333 220 0222
frameworks@digitalspace.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: Yes, but can also be used as a standalone service
• Cloud deployment model:
  • Public cloud
  • Private cloud
  • Hybrid cloud
• Service constraints: All of our cloud platforms can be built around scheduled maintenance intervals.
• System requirements: Dependent on solution - please see full service description

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Our service desk operates 24/7/365 and is available at weekends.Tickets raised into our service desk are triaged within 30 minutes. They are then dealt with in line with their priority level in line with our service promise and the Service Level Agreements (SLAs) put in place for that contract.
• 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: No
• Onsite support: Onsite support
• Support levels: Onsite support is categorised into levels 1, 2 or 3. Technical expertise ranges from basic end user support through to deployment of hardware and configuration. Onsite support can be sold in bundles of day tickets or charged on a time and material basis. Digital Space also monitor, maintain and patch in line with our standard policies and your requirements. The relevant support is discussed at the time of solution design.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Within the solution design of the deployment of the service we will discuss the transition and deployment plan for your end users. Our support to end users can range from providing a phone number into our IT Helpdesk through to providing an onsite engineer to help on Go Live days with training end users.
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: There are a variety of different options for this dependent on the solution that has been provided, and this requirement will be discussed and agreed with the buyer once notice of the contract has been given.
• End-of-contract process: An Exit Provision is built into the Service Provider Agreement. At the point a request to terminate the contract an exit plan will be agreed including the format and provision of data and any novation to an alternative supplier.

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: Yes
• Differences between the mobile and desktop service: There's no difference with the feature set on mobile devices. This is supported on Android 6.0 onwards, and IOS 10.3 onwards.
• Service interface: No
• User support accessibility: None or don’t know
• API: Yes
• What users can and can't do using the API: Our cloud service provides a complete suite of rest APIs. These are not used to set up the service, but allow a customer to integrate third party applications like core control.
• API documentation: Yes
• API documentation formats:
  • HTML
  • PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: All our applications can be accessed through browsers and be customised to suit each individual user's profile, call routing, mailbox access. Users and admins can customise this configuration.

Scaling

• Independence of resources: The Microsoft SaaS elements are controlled by the provider and we deliver a service wrap. SIEM/SOC and Mitel Services are deployed as dedicated instances with allocated resources to prevent noisy neighbours.

Analytics

• Service usage metrics: Yes
• Metrics types: Metrics types vary based upon the service taken, however there is a list below. CPU Disk Memory Network Number of active instances Number of users Call statistics License quantities.
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

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

Staff security

• Staff security clearance: Conforms to BS7858:2019
• 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
• 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: Less than once a year
• Penetration testing approach: In-house
• Protecting data at rest:
  • Physical access control, complying with another standard
  • Encryption of all physical media
• Data sanitisation process: Yes
• Data sanitisation type:
  • Explicit overwriting of storage before reallocation
  • Deleted data can’t be directly accessed
• Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v.30, CAS (Sanitisation) or ISO/IEC 27001

Data importing and exporting

• Data export approach: There are a variety of different options for this dependent on the solution that has been provided, and this requirement will be discussed and agreed with the buyer at the point of the solution design and inception.
• 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
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway

Availability and resilience

• Guaranteed availability: High 99.999% SLA performance and efficiency for core voice, with high-availability geo-redundancy deployment for enhanced disaster recovery and additional availability of service.
• Approach to resilience: All services are designed with DR and BCP in mind. Services delivered on the Microsoft Cloud are highly available, Geo-redundant SaaS services. Digital Space hosted services, similarly are designed with replication and geo-redundancy at the Hypervisor for HA and Low RPO recovery. Full BCP capabilities exist from a personnel perspective.
• Outage reporting: Digital Space's incident management process includes notification of outage that is available via a Service Dashboard, API, Email Alerts and SMS.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Username or password
• Access restrictions in management interfaces and support channels: All customers are required to complete a customer contact list with associated levels of authorisation. The customer is in control of this list, with only key contacts able to make changes. Where customers call by telephone from an unknown number or request major Changes, Digital Space have a secure password agreed with each customer in advance to authenticate that user. Controls in place include: • Two factor authentication for user access; • TLS 1.2 based traffic; • HTTPS enforced on ITSM portal; • Role based access controls. • Active monitoring of authentication activity.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • 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 have access to real-time 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: Approachable Certification
• ISO/IEC 27001 accreditation date: 01/04/2020
• What the ISO/IEC 27001 doesn’t cover: The scope of our ISO 27001 accreditation applies to all aspects of the work conducted by Digital Space as a managed cloud services provider at its Headquarters and Data Centre in Newark, Nottinghamshire and its Telford, Winnersh and London Offices.
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: Yes
• Who accredited the PCI DSS certification: Teamwork IMS Ltd
• PCI DSS accreditation date: 26/02/2020
• What the PCI DSS doesn’t cover: Digital Space's PCI DSS Certification does not cover our customer's own media (containing CHD) if used. Digital Space does not have any contact with customer's hardcopy media in relation to cardholder data that the customer might store, process or transmit. Digital Space also does not have access to a customer's cardholder data, and hence do not share cardholders data with any parties.
• 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: Security is part of our culture. We maintain a Security Manual detailing the policies and procedures we adhere to as a company both systems and personally. We maintain a rota of security meetings and reviews to discuss the policy or specific requirements. We are happy to share the Security Manual at the point of engaging with you. We are a registered ISO: 27001 company, confirming our ability to produce a framework of policies and procedures that match the essential information risk management processes, including legal, physical and technical controls. In order to maintain essential security regulations, we ensure compliance through all of our business processes. This allows us to deliver products and services to you with the confidence all your business data and processes are secure, with no room for error. With specific reference to security for our Data Centre, this was built with resilience and N+1 or N+N in mind. The facility sits behind security enforcement and an access-controlled gate. Our reception is a managed full-time, with CCTV systems running throughout the facility 24/7. Biometric access controls give us the confidence that our data centre is secure, and we operate a strict access policy to prevent any unauthorised visits.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: The primary objective of our Configuration and Change Management (and part of our ISO9001 processes) is to enable changes to be made with minimal or no disruption to the services we provide. The goals of the this policy include a standard process for requesting, planning, approving, communicating, implementing and reporting changes to services. Policies are in place for all categories of change - standard, normal, emergency and retrospective, and risk and impact assessments are carried out prior to any change. If required a technical engineer will review the changes, and our customers are always required to approve any change undertaken.
• Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Vulnerability management approach: Digital Space various vendor and Threat Intelligence sources in order to obtain information regarding potential threats. Combining the external information with regular vulnerability scanning and review, context and risk is applied to the vulnerabilities. The risk level (based upon CVSS and limited by scope/context) then drives patch timescales based upon the patching policy. Digital Space work towards remediating critical security issues within 30 days of identification.
• Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Protective monitoring approach: Digital Space operates SIEM technology, supported by a 24/7 SOC that is outsourced with an SLA of 15 minutes for notification to our ITSM of an incident being identified. Digital Space's core infrastructure and systems feed event information into the SIEM. Once the incident is logged within our ITSM it is treated as per our Security Incident Management Policy with a 30 minute triage OLA.
• 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: Conforms to a recognised standard, for example, CSA CCM v3.0 or ISO/IEC 27035:2011 or SSAE-16 / ISAE 3402

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

  We monitor and publish our carbon emissions annually and have committed, via the Science Based Targets Initiative, to reduce them by 42% by 2030 against 2020 levels. We hold ISO14001 and have a Corporate Social Responsibility group that meets monthly to design and deliver improvement projects including improvements to the energy efficiency of our data centres. We use virtualisation technologies to improve consolidation of workloads and utilisation in our data centres and then use a combination of building management systems, free-air cooling, cold aisle containment and battery storage to maintain high Power Usage Effectiveness (PUE). We enable our customers to reduce their emissions through use of our private and public Cloud services which are typically 80% more energy and carbon efficient than on-premises systems. Our SD-WAN services enable re-use of networking hardware and we provide recycling and re-use of laptops through our partners. We gained a bronze award in 2022 from EcoVadis for being in the top 50% of the companies for whom they track Corporate Social Responsibility.
• Tackling economic inequality:

  Tackling economic inequality

  Digital Space is tackling economic inequality primarily by recruiting Apprentices. Digital Space has a programme in place to source local apprenticeship talent for several of our first line roles. These apprentices are then developed into the business. Key areas of focus for the scheme are our Network Operation Centre and Helpdesk 1st lines, Customer Services and Sales. We will also look to take Product Managers, HR and Administration/Finance apprentices on an ad hoc basis. Our apprenticeship programme works with local schools but also partners with specialised external companies to ensure we get the right talent for the future talent pool of our business. More generally, Digital Space creates employment for approximately 200 positions in the company head office and warehousing facilities in Newark, with the remaining 150 roles located across all regions of the United Kingdom. We support home and flexible working, offer salary sacrifice for childcare vouchers, and all staff have the opportunity to opt into private health and dental care schemes. In addition, an Employee Assistance Programme is provided free of charge. Each year, the team at Digital Space chooses a charity to support and raise money for through numerous fundraising activities and initiatives.
• Equal opportunity:

  Equal opportunity

  Digital Space addresses equal opportunity by ensuring that everyone is treated with dignity and respect; at work. We enforce and regularly review a number of HR policies, ensuring that all employees are treated as individuals, fairly and without bias, including through recruitment, training, promotion and career development and our values or “ways of working”; reflect that. The company aims to create a workplace where employees are confident of fair treatment, have access to opportunities and where the company has a mechanism for solving any problems that occur. Digital Space supports the Equality Act 2010, where; “equal opportunities” upholds the idea that all employees should be entitled to and have access to all of Digital Space’s facilities at every stage of employment, including the pre-employment phase. That means every employee at Digital Space should have: •; An equal chance to apply and be selected for posts pre-employment • An equal chance to be trained, developed, and promoted whilst employed with the company • An equal chance to have their employment terminated equally and fairly Employees have the right to:; • Fair practices and behaviour in the workplace • Fair allocations of workload • A workplace that is free from unlawful discrimination, harassment or bullying • Merit based selection process for recruitment and promotion • Fair processes to deal with work-related; complaints and grievances We have completed the government's Modern Slavery Assessment Tool and are working to educate our staff so that they are more aware of potential issues
• Wellbeing:

  Wellbeing

  Digital Space provides a number of facilities for its staff to encourage a healthy work environment.; Employees at Digital Space benefit from discounted physiotherapy sessions, the bike to work Government scheme and a range of discounts on products and services, including gym membership. The company offers a free corporate healthcare cash plan – Medicare benefits; include cashback on prescriptions, consultations, diagnostic tests, scans, and complementary/alternative therapies. This also includes a 24/7 health and stress-related helpline service in order to assist with better mental health. The company's objectives; are to promote the health and wellbeing of all colleagues and to provide a safe working environment. This is evident in the investment made in the Newark office refurbishment, creating an agile workspace including several standing workstations to help prevent; health conditions arising from prolonged sitting, along with new ergonomically designed chairs with body balance mechanisms. We encourage and invest in our staff's ongoing career development, recommending and supporting training and further education across; all teams and disciplines. We also work to encourage information sharing including regular 'all hands' meetings, weekly video presentations and the OfficeVibe survey tool which asks all employees to answer a number of questions about how they feel they're; being treated and how this could be improved on a weekly basis

Pricing

• Price: £3.00 to £50.00 a licence a month
• Discount for educational organisations: Yes
• Free trial available: Yes
• Description of free trial: A free trial may be available for this service - subject to the requirements and the actual solution required, and subject to agreement by both parties.

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

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