Hortium Service Compliance for UCC and Voice
Hortium is the leading solution for end user Microsoft 365 analytics including Office, Dynamics, Exchange, Outlook, SharePoint, Microsoft Teams, ADFS and MORE, to detect, diagnose and fix performance issues fast. Manage and Control End User Experience from the edge with business based Service Level Objectives (SLO).
Features
- Application Service monitoring and testing from the edge to cloud
- Realtime, historic and automated dashboards and reporting
- Analytics for Microsoft TEAMS, ZOOM, Cisco, Avaya, Mitel, AWS, etc
- Realtime per call and user session detail and metrics
- Room, Call and device usage and adoption reporting
- License management and adoption analytics
- Call Queue and AA reporting
Benefits
- Manage Migrations and Transformations with full service quality insights
- Delivering Service Experience from the user to the cloud
- Pinpoint performance issues across the network path fast
- Test the service, Measure the experience, Find the issue
- Mapping user, department or usage patterns to resource
- Ensuring application quality of service 24/7 in a distributed environment
- Manage enduser experience across network, app and cloud
- Spot problem situations before users complain
- All UCC/Voice platforms in a single place
- Manage inbound call queues and teams with ease
Pricing
£2.00 a user
- Education pricing available
- Free trial available
Service documents
Request an accessible format
Framework
G-Cloud 13
Service ID
7 1 8 4 2 6 0 3 2 0 6 4 2 2 7
Contact
HORTIUM LIMITED
Amar Nandha
Telephone: +442077480100
Email: publicservices@hortium.com
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
- The Hortium service can be used as an add on for multiple systems and services from Transformation and migration projects to cloud service like Microsoft 365, TEAMS, Cisco Webex, Zoom, AWS, SAP, or any bespoke application.
- Cloud deployment model
-
- Public cloud
- Private cloud
- Hybrid cloud
- Service constraints
- The service may required Readonly API access or an agent to be installed on a windows machine
- System requirements
-
- Read-only access to API's
- Windows 10 or above for agent if required
User support
- Email or online ticketing support
- Email or online ticketing
- Support response times
- 4Hr response Monday to Friday 9am-5pm
- 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
- 9 to 5 (UK time), Monday to Friday
- Web chat support
- No
- Onsite support
- Yes, at extra cost
- Support levels
-
Severity Level 1 or P1. An error shall be defined as severity level 1 when it produces an emergency situation in which the Service is unusable, and there is no workaround available to the Customer. In such event, Hortium will respond within four hours of receipt of the error report and commit a technical resource until an error resolution is implemented.
Severity level 2 or P2. An error shall be defined as severity level 2 when: (i) a significant, but not primary, component of the Service is unusable or does not function per applicable specification; or (ii) a severity level 1 problem is not 100% reproducible, but occurs frequently. In such event, Hortium will commit the necessary technical resources to provide an error resolution in most cases within 30 days of the Customer reporting the error.
Severity Level 3 or P3. An error shall be defined as severity level 3 when it produces an inconvenient situation in which the Service is usable but does not provide a function in the most convenient or expeditious manner. In such event, Hortium will commit the necessary resources to provide an error resolution in a subsequent software release - Support available to third parties
- Yes
Onboarding and offboarding
- Getting started
-
Training and quick start guides are providing.
On-site and Virtual training is available - Service documentation
- Yes
- Documentation formats
- End-of-contract data extraction
- User can either extract their data as self serve or can request Hortium to extract and send the data.
- End-of-contract process
-
At the end of the contact the customer is notified and has the option to either renew, renew and adjust or to terminate.
At termination all customer data is purged.
Using the service
- Web browser interface
- Yes
- Supported browsers
-
- Internet Explorer 11
- Microsoft Edge
- Firefox
- Chrome
- Safari
- Opera
- Application to install
- Yes
- Compatible operating systems
- Windows
- Designed for use on mobile devices
- Yes
- Differences between the mobile and desktop service
- Sizing of information based on screen size
- Service interface
- Yes
- User support accessibility
- None or don’t know
- Description of service interface
- Multi-tenant secure web based interface for access to reporting, dashboard and configuration
- Accessibility standards
- None or don’t know
- Description of accessibility
- Not applicable
- Accessibility testing
- Black and White box UI and UX testing
- API
- Yes
- What users can and can't do using the API
- Data from monitoring and testing
- API documentation
- Yes
- API documentation formats
- API sandbox or test environment
- No
- Customisation available
- Yes
- Description of customisation
-
Features and functions can be customised
Reporting and Dashboard can be customised
Scaling
- Independence of resources
- The system is built on a on-demand flexible fully resilient cloud platform that auto scales based on demand.
Analytics
- Service usage metrics
- Yes
- Metrics types
-
Full metric are provided for the full digital supply chain of a users transaction to the cloud application task:
Network - SLA, Latency, Jitter, Loss, DNS, Bandwidth, Hops, path, WIFI, etc
Application - SLA, EUX, transaction time, Load times and full break down
Device - Full Device performance details, WIFI, etc - Reporting types
-
- API access
- Real-time dashboards
- Regular reports
- Reports on request
Resellers
- Supplier type
- Not a reseller
Staff security
- Staff security clearance
- Other security clearance
- Government security clearance
- None
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
- Supplier-defined controls
- Penetration testing frequency
- At least every 6 months
- Penetration testing approach
- ‘IT Health Check’ performed by a Tigerscheme qualified provider or a CREST-approved service provider
- Protecting data at rest
-
- Encryption of all physical media
- Scale, obfuscating techniques, or data storage sharding
- 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
-
Data can be exported in various ways including but not limited to CSV, API, Excel, PDF, etc.
Data can be exported in Bulk and automated for reporting. - Data export formats
-
- CSV
- ODF
- Other
- Other data export formats
- 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
- 99.9% uptime
- Approach to resilience
- The solution is built on a fully resilient active-active virtual environment.
- Outage reporting
- Email alerts to nominated customer contacts
Identity and authentication
- User authentication needed
- Yes
- User authentication
-
- Public key authentication (including by TLS client certificate)
- Limited access network (for example PSN)
- Username or password
- Access restrictions in management interfaces and support channels
- Access is restricted by separation and user access control.
- Access restriction testing frequency
- At least every 6 months
- 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 contact the support team to get 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
- User-defined
- How long system logs are stored for
- User-defined
Standards and certifications
- ISO/IEC 27001 certification
- No
- 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
- Pen testing
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
-
Designs, builds, and operates datacentres in a way that strictly controls physical
access to the areas where Hortium data is stored. Microsoft has an entire division at
devoted to designing, building, and operating the physical facilities supporting Azure. This
team is invested in maintaining state-of-the-art physical security.
Operational security
- Configuration and change management standard
- Supplier-defined controls
- Configuration and change management approach
-
Hortiums Objectives
The primary objective is to mitigate risk and impact. Change management does the authorization to approve any change to be deployed. It protects the production environment while executing a new change. Following are the objectives of ITIL Change management process.
Reduction of risk and impact
Maintenance of current working state
Communication and approval management
Effective change planning with optimized resources
Reduction in number of incidents due to change execution
Scenarios where ITIL Change Management is used:
Implementing a new data center
Deploying a bug fix to production environment
Windows patch
OS upgrade - Vulnerability management type
- Supplier-defined controls
- Vulnerability management approach
-
Our vulnerability management life cycle is comprised of four main types of activities:
Identification
Prioritization
Treatment
Verification and reporting - Protective monitoring type
- Supplier-defined controls
- Protective monitoring approach
-
Protective Monitoring Controls define a set of control alerts and reports that provide feedback to those with responsibility for organisation risk and the performance of Protective Monitoring systems.
This includes such information security control activities as inspecting firewall logs, investigating operating system security alerts and monitoring Intrusion Detection Systems (IDS). Protective Monitoring also includes putting in place mechanisms for collecting ICT log information and configuring ICT logs in order to provide an audit trail of security relevant events of interest. - Incident management type
- Supplier-defined controls
- Incident management approach
- We have a pre-defined process which is fully documented.
Secure development
- Approach to secure software development best practice
- Conforms to a recognised standard, but self-assessed
Public sector networks
- Connection to public sector networks
- No
Social Value
- Fighting climate change
-
Fighting climate change
For every new customer we plant trees to help the environment. - Equal opportunity
-
Equal opportunity
We are an equal opportunity employer
Pricing
- Price
- £2.00 a user
- Discount for educational organisations
- Yes
- Free trial available
- Yes
- Description of free trial
-
Full analytics for a period of 14 days.
limits on agents and user numbers based on requirements
Full none custom features are excluded