SANGOMA TECHNOLOGIES INC.

Switchvox as a Service

Switchvox increases efficiency and productivity, allowing employees to work from any location, saving you time and money.
We enable advanced collaboration & connectivity with productivity-enhancing features. It’s easy to manage and simple to deploy with on-premise or virtualised options available, allowing businesses to select the best fit for their needs.

Features

• Desktop and mobile apps
• Reporting and analytics
• Call recording
• CRM integration
• Presence
• Built in informal call centre
• Instant messaging
• Wallboard
• IVR
• Collaboration and Team integration

Benefits

• Work from anywhere, supports remote working
• Instant file sharing and staff chat
• Support training and auditing with recording
• Streamline communication and increase productivity via IVR
• Analyse trends and see stats live on calls
• Manage staff and departments via the webUI
• Manage calls in realtime, improving efficiency and experience
• Improve efficiency and experience with on screen pop ups

• Education pricing available
• Free trial available

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

Framework

G-Cloud 15

Service ID

711680158253344

Contact

Lauren Croxson
01344 269233
lcroxson@sangoma.com

About your service

• Service categories:

  Applications

  Collaborative

  • Email
  • Enterprise community
  • Team collaboration

  Conferencing and virtual event

  • Web Conferencing Applications
  • Virtual Event Applications
• Multi cloud support: Yes

Service scope

• Software add-on or extension: No
• Cloud deployment model: Public cloud
• Service constraints: The service is fully hosted by Sangoma, in an environment which is optimised for our Switchvox as a Service.; The system requires data connection, dedicated 5MB/s up and down.; Our service is compatible with iOS, android, Windows, Mac and all modern web browsers e.g. Chrome, Edge, Safari.; There is a minimum of three users per site.; Changes to user counts, admin and configurational changes can be done ad hoc with support from the Account Manager and Support Team.; Maintenance windows will be agreed with users for updates and will be between 30 minutes and 2 hours.
• System requirements:
  • Supported browsers: Latest versions of Chrome, Edge, Safari and Firefox
  • Operating systems: Windows 10+, macOS 12+, iOS/Android (latest two versions)
  • Stable broadband connection (recommended minimum 5Mbps)
  • Administrative rights required only for optional local integrations
  • Valid Microsoft 365 / Google Workspace licence for productivity integrations
  • API keys for approved external systems

User support

• Email or online ticketing support: Yes
• Support response times: Support is 24x7 365. You can raise a ticket or call. Response time for tickets raised as no critical 1hr -3hrs. Response time to critical would 15 mins or less.; Weekend customer would call leave a voicemail and the duty manager on call would call back within 15 mins if the issue is critical. If not critical then the issue will be dealt with the next working day.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.2 AA
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: Yes
• Web chat support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support accessibility standard: WCAG 2.2 AA
• Web chat accessibility testing: Webchat is available from help.sangoma.com directly on the webpage. Users need to click “Chat with us” then navigate through a dropdown list selecting the service appropriate to them. Users can ask for assistance with configuration and how to use certain functions/features.
• Onsite support: Yes, at extra cost
• Support levels: All users have platinum support included in the cost. This means support for 24x7 365 days a year, either via phone or ticketing system. ; Pre- installation all customers have access to the Pre-Sales Engineers to help with PoC or testing, after which the onboarding team is available during installation and 2 weeks after the install. After 2 weeks of installation the Support team would be point of contact along with dedicated Account Manager.
• Support available to third parties: Yes
• AI chatbot: Yes

Onboarding and offboarding

• Getting started: All users have access to the training “how to” videos accessible via the portal and guides for our phones, which can be accessed at any time. Also, we can provide onsite in person training if required at an extra cost. ; We run in classroom technical training every 6 weeks at a cost.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: Data can be extracted following a written request to Sangoma, via their dedicated Account Manager or Senior Manager of that region.
• End-of-contract process: Once notice is given, we confirm in writing back and the true shut off date, if the customer has DDIs they would request a port via their new provider to which if all information were correct, we would approve. Last bill would be sent on the 1st month after the shut down date for an arrear’s minutes accrued. ; Our standard off boarding process includes:; -Service closure review; -Configuration and service handover; -Number porting and transition support; -Access removal and data handling; -Service termination confirmation
• Documentation accessibility standard: WCAG 2.2 AA

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
• Application to install: Yes
• Compatible operating systems:
  • Android
  • IOS
  • MacOS
  • Windows
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: None
• Service interface: Yes
• User support accessibility: WCAG 2.2 AA
• Description of service interface: Switchvox WebUI allows you to manage your phone system from an admin level to do a full configuration of the phone system plus make any future changes. ; Each user has access to the Switchboard which allows them to manage call flow, click to dial, history and real time stats on calls. Based on permissions users can see departments too. ; ; Switchvox has multiple APIs which can be used to configure and control the service and can also be used to control call flow.
• Accessibility standards: WCAG 2.2 AA
• Accessibility testing: Rely on web based accessibility tools
• API: Yes
• What users can and can't do using the API: Providing an API for this service, we allow users to: ; -Configure most features and functions including user extensions ; -Control agent login/logout, for configuration of service ; -Create and get reports ; -Create and manage call flow
• API documentation: Yes
• API documentation formats: HTML
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: The service provides a range of configuration options that allow buyers to tailor the system to local needs without custom development. Customisable elements include: ; -Custom ringtones based on caller ID ; -Widgets on switchboard Sangoma’s enduser operator panel ; -BLFs ; -Voicemail and IVR greetings and music on hold ; -Ability to upload background screen ; -Control phone ringing order ; Most configuration can be performed by buyer administrators directly and more advanced options can be supported by our technical team.

Scaling

• Independence of resources: Our platform is single tenant resources are not shared.

Analytics

• Service usage metrics: Yes
• Metrics types: Call reporting (incoming, total number of calls, total number outgoing and incoming, total talk time, total call duration, average talk time per call) ; Queue Reports (Total calls, completed Calls, abandon calls, redirected calls, failed call backs, longest queue length, average entry permission, average talk time, maximum talk time, average wait time, maximum wait time etc) ; Queue status (agent on call, time of last call, and the same of above)
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request
• Resource tagging: Yes
• FOCUS resource tagging: No

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Staff screening not performed
• Government security clearance: 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: Yes
• Datacentre security standards: Complies with a recognised standard (for example CSA CCM version 4.0)
• Penetration testing frequency: Never
• Protecting data at rest:
  • Physical access control, complying with CSA CCM v4.0
  • Physical access control, complying with SSAE-18 / ISAE 3402
• Data sanitisation process: Yes
• Equipment disposal approach: A third-party destruction service
• Data sanitisation type: Data Erasure

Data importing and exporting

• Data export approach: Data held within Switchvox can be transferred out via HTTP, SFTP, FTP.; Data can include call recordings, transcriptions, voicemails, extension information
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • PDF
  • XML
  • ZIP
  • WAV
  • MP3
• Data import formats: CSV

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Legacy SSL and TLS (under version 1.2)
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Legacy SSL and TLS (under version 1.2)

Availability and resilience

• Guaranteed availability: We ensure a 99.999% uptime, through addressing any issues within the following timescales.; Critical: Product is completely nonfunctional or cannot process and calls. Within 1 Hour 24x7 ; Moderate: Single employee or feature is unable to function. Basic configuration concerns that impact productivity. Within 4 Business Hours ; Normal: General questions about how to use functionality of your product. Within 3 Business Days ; SLA based refund available upon request
• Approach to resilience: Additional Resiliency options at extra cost, failover system which is located in a georedundant location. ; Further information on request
• Outage reporting: Service Status page available on Cloud Portal, email alerting can be enabled.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • Username or password
• Access restrictions in management interfaces and support channels: Separate admin credentials are required, and IP allow listing restricts location access.
• Access restriction testing frequency: Never
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • 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: User-defined

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: No
• Security governance approach: Sangoma Technologies Corporation maintain rigorous security governance to protect customer and company information in an evolving threat landscape. Our policies and standards establish consistent controls across applications, infrastructure, data, and facilities to safeguard confidentiality, integrity, and availability. Security governance is overseen by the CISO in coordination with the CIO and Legal teams, with defined forums to monitor risk, report status, and escalate issues. We implement systematic risk identification, control assessment, and prioritised remediation aligned to business objectives and risk tolerance. Our approach includes third-party oversight, employee awareness training, continuous monitoring, and audit readiness to support compliance and resilience.
• Information security policies and processes: The infrastructure and security teams are overseen by the CISO in coordination with the CIO and Legal groups. Designed to monitor, report, and escalate the status of information and cybersecurity risks, this structure uses key forums to disseminate management information; monitor and measure progress; maintain compliance. These forums are established at multiple levels throughout the organisation.
• Software Security Code of Practice: No

Operational security

• Configuration and change management standard: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Configuration and change management approach: Our hosted phone system uses ITIL-aligned configuration and change management processes. All service components, including platform infrastructure, customer configurations, and security controls, are recorded in a central CMDB and tracked throughout their lifecycle from provisioning to decommissioning. ; ; Changes are managed through a formal change process and classified as standard, normal, or emergency. Each change includes risk, impact, and rollback assessment. All changes are reviewed for potential security impact, including effects on access controls, encryption, and service availability. Changes with security implications are approved by authorised personnel and tested prior to deployment.
• Vulnerability management type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Vulnerability management approach: Sangoma operate a formal vulnerability management process for our hosted phone system. Potential threats are assessed using continuous vulnerability scanning, configuration reviews, and risk assessments that consider impact to confidentiality, integrity, and availability. Vulnerabilities are prioritised based on severity, exploitability, and service impact. ; ; Security patches are deployed in line with defined SLAs: critical vulnerabilities are addressed as a priority and deployed as soon as testing is complete, with lower-risk updates applied during scheduled maintenance windows.
• Protective monitoring type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Protective monitoring approach: Switchvox as a Service phone system uses continuous protective monitoring to detect potential security compromises. We monitor platform infrastructure, signalling and media services, authentication activity, and administrative access using centralised logging, alerts, and automated detection rules. Anomalous behaviour such as unusual call patterns, failed authentication attempts, or configuration changes is flagged for investigation. ; ; When a potential compromise is identified, incidents are triaged by authorised personnel, with containment actions taken to protect service integrity, including access restriction or service isolation where required. Security incidents are responded to immediately, with priority handling for high-severity events in line with defined incident response SLAs.
• Incident management type: Complies with a recognised standard, for example, CSA CCM v4.0 or ISO/IEC 27035:2011 or SSAE-18 / ISAE 3402
• Incident management approach: Incidents are reported to Sangoma Technical Support by raising a case as per our help page or by phoning the UK support line. After which a customer is given a case number where all information, triage and outcome and solution will be held. Root cause analysis will be made available to the customer as required.
• Post-quantum cryptography secure: No

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 v4.0)

Public sector networks

• Connection to public sector networks: No

Pricing

• Discount for educational organisations: Yes
• Free trial available: Yes
• Description of free trial: Our free trial is the exact the same as a live system. All features included along with 2 SIP Channels and NGN DDI for testing with 100 mins per month. Time is dependent on the business case of POC.

Discount percentage by annual call-off contract value (excluding VAT)

• Less than £250,000: 0%
• Between £250,000 and £500,000: 3%
• Between £500,001 and £1,000,000: 7%
• Between £1,000,001 and £2,500,000: 12%
• Between £2,500,001 and £5,000,000: 18%
• Over £5,000,001: 25%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: No
• ISO 28000:2022 certification: No
• ISO 9001 certification: No
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: Yes
• Who accredited the PCI DSS certification: Security Standards Council
• PCI DSS accreditation date: Thursday 2 October 2025
• What the PCI DSS doesn’t cover: N/A
• Cyber essentials: No
• Cyber Essentials Alternative: In relation to the services you do not have a current and valid Cyber Essentials certificate which has been awarded by one of the government approved Cyber Essentials accreditation bodies but you are working towards gaining it, and will be in a position to confirm that you have been awarded a current and valid Cyber Essentials certificate by one of the government approved accreditation bodies within 12 months of the date of award.
• Cyber essentials plus: No
• Cyber Essentials Alternative: None of the criteria
• Other security certifications: Yes
• Any other security certifications:
  • SOC 2
  • HIPAA

Social value

• Section B - Commitment for Future: Delivery:

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 1: Fair work: That offers fair wages and good working conditions. Help people get a job, stay in work, and progress in their careers, with good employment opportunities across the country. Notes: Where there is a large proportion of labour costs in the contract, commercial teams should consider MAC in Outcome 1 as a priority

    • New or retained jobs on the contract workforce in the relevant area that meet the criteria set out in MAC 1b, 1c and 1d
    • New apprenticeships on the contract workforce in the relevant area that meet the criteria set out in MAC 1b
    • Providing opportunities for, and measuring and monitoring of, staff workforce conditions over time, including employee engagement, involvement in decision-making and satisfaction and adapting to any changes in the results, with clear processes for acting on issues identified
    • Plans to engage the contract workforce in deciding the most important workplace issues to address
    • Ensuring new workers are informed of their right to join a trade union
    • Monitoring of employee engagement rates (by protected characteristic) and, where necessary, the development of actions to ensure all voices are heard across the diversity of the workforce
    • Employment contracts that reflect actual hours worked; steps taken to ensure employees understand their contracts and have the ability to review and adjust them if actual hours regularly exceed contracted hours
    • Activities that support an environment where staff are educated about, and feel empowered to, address their physical wellbeing
    • Activities that support an environment where staff are educated about and feel empowered to report and address bullying and harassment
    • Payment of more than the National Minimum Wage or National Living Wage (as appropriate) to the contract workforce
    • Understanding of in-work progression issues affecting the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors
    • Measures to support in-work progression to help people in the contract workforce, to move into higher paid work by developing new skills relevant to the contract
    • Support for the contract workforce by providing career advice, and providing opportunities for staff working on the contract with in-work progression career development into known skills shortages or high growth areas
    • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications
    • Volunteering opportunities for staff
    • Understanding of the modern slavery risks and issues affecting the market, industry, sector or country (of origin or of source) relevant to the contract, and the workforce in the supplier’s own organisation and those of its key subcontractors
    • Measures to identify, mitigate and manage modern slavery risks relating to the contract and how these will be implemented
    • Outline policies and practices to be applied to or put in place for the contract to mitigate and manage modern slavery risks, including: Pre-employment checks, recruitment practices. Workplace conditions, safeguarding plans and processes in place and regular monitoring with relevant groups considered, which may include sampling

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 2: Skills for growth: Supporting growth sectors and addressing skills gaps.

    • Understanding of employment and relevant skills issues, and of the education and training issues relating to the contract. Illustrative examples: demographics, skills shortages, new opportunities in high growth sectors, geographic/local community and skills/employment challenges
    • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications
    • Activities to support relevant sector related skills growth and sustainability in the contract workforce. Illustrative examples: careers talks, curriculum support, literacy support, safety talks and volunteering
    • Delivery of apprenticeships, supported internships and T Level industry placement opportunities (Level 2, 3 and 4+) in relation to the contract

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 3: Resilient, innovative and flexible supply chains: Support economic growth through enabling resilient businesses, opportunities for small businesses and voluntary, community and social enterprises

    • Understanding of the types of businesses in the market and the level of participation by new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutuals
    • Activities to identify opportunities to open up sub-contracts under the prime contract to a diverse range of businesses, including new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutuals
    • Plans for engaging a diverse range of businesses in engagement activities prior to appointing subcontractors (including activities prior to award of the main contract and during the contract term)
    • Advertising of supply chain opportunities openly and to ensure they are accessible to a diverse range of businesses, including advertising all subcontracting opportunities on Contracts Finder
    • Ensuring accessibility to contracting and subcontracting opportunities for disabled business owners and employees
    • Structuring of the supply chain selection process to ensure fairness (e.g. anti-corruption) and encourages participation by a diverse range of businesses, including with regard to new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutual
    • Understanding of local demographics, needs and opportunities for the co-design of the goods, services and works to be delivered under the contract
    • Plans for positive actions with community groups.

  • Mission: Make Britain a clean energy superpower: To cut bills, create jobs and deliver security with cheaper, zero-carbon electricity by 2030, accelerating to net zero

    Policy Outcome 4: Sustainable procurement practices: Reducing carbon footprints, minimising waste, and promoting the use of clean energy and green technologies.

    • Understanding of opportunities for additional environmental benefits delivery in the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
    • Collaborative ways of working with the supply chain to deliver additional environmental benefits in the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
    • Delivery of additional environmental benefits through the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
    • Understanding of how to influence staff, suppliers, customers, communities and/or any other appropriate stakeholders through the delivery of the contract to support climate and nature protection and improvement

  • Mission: Break down barriers to opportunity: By reforming our childcare and education systems, to make sure there is no class ceiling on the ambitions of young people in Britain

    Policy Outcome 6: Employment and training: For those who face barriers to employment

    • Understanding of employment and skills issues, and of the skills and employment shortages of high growth sectors relating to the contract
    • Creation of employment opportunities particularly for those who face barriers to employment, such as prison leavers, care leavers and/or who are located in deprived areas, and for people in industries with known skills shortages or in high growth sectors
    • Advertising, promotional and outreach activities designed to raise awareness of the offer to reach the target cohort
    • Understanding of the issues affecting the representation of disabled people in the workforce in the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors
    • Collection of the views and expertise of disabled people and their representative organisations on successfully supporting disabled employees or applicants
    • Inclusive and accessible recruitment practices, and retention-focused activities, including those provided in the Guide for line managers on recruiting, managing and developing people with a disability or health condition
    • Introducing transparency to pay and reward processes
    • Offering a range of quality opportunities with routes of progression if appropriate, e.g. T Level industry placements, students supported into higher level apprenticeships.
    • Working conditions which promote an inclusive working environment and promote retention and progression
    • Other measures to provide equality of opportunity for disabled people and those with health conditions into employment, including becoming a Disability Confident employer and inclusion of supported businesses in the contract supply chain
    • Understanding of the issues affecting inequality in employment, skills and pay in the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors. Measures to tackle inequality in employment, skills and pay in the contract workforce
    • Inclusive and accessible development practices, including guidance for line managers on recruiting, managing and developing people with a disability or health condition

  • Mission: Break down barriers to opportunity: By reforming our childcare and education systems, to make sure there is no class ceiling on the ambitions of young people in Britain

    Policy Outcome 7: Creating a pipeline of opportunities: For the contract workforce, reducing barriers to entry for under-represented groups.

    • Understanding of the issues affecting the development of new skills by target cohort
    • Understanding of the underlying factors affecting improvements to reduce barriers to entry and training schemes for the target cohort(s) related to the contract workforce
    • Other measures to offer development opportunities for the target cohort(s) in the contract workforce
    • Understanding of issues relating to entering the contract workforce
    • Creation of outreach activities to create a pipeline of employees for the future contract delivery

  • Mission: Build an NHS fit for the future: That is there when people need it; with fewer lives lost to the biggest killers; in a fairer Britain, where everyone lives well for longer.

    Policy Outcome 8: Increasing productivity through physical and mental wellbeing: In the supply chain and communities in the relevant area.

    • Understanding of issues relating to health and wellbeing, including physical and mental health, in the contract workforce
    • Understanding barriers to access to health and social care services or employment opportunities e.g. digital inclusion
    • Inclusive and accessible recruitment practices, development practices and retention policies that support-focused activities including those provided in the Guide for line managers on recruiting, managing and developing which support people with a disability or health condition
    • Actions to invest in the physical and mental health and wellbeing of the contract workforce

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