HORTIUM LIMITED

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

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
PDF
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
PDF
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
PDF
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

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