ADAPTIVE COMMUNICATION SOLUTIONS LTD

Gamma Horizon

Gamma Horizon is a leading cloud phone and unified communications system. Feature-rich, great value and flexible, Horizon is a fantastic fit for organisations of all sizes and is backed by Gamma's award-winning network and AdaptiveComms' peerless service levels.

Features

• Inclusive calls to standard UK local, national, mobile destinations
• Call queuing, time-condition routing and auto-attendant facilities
• Interactive call flow management
• Interactive Voice Response menu
• Voicemail to email
• Call switching between devices
• Call conferencing and call recording options
• Inclusive system updates and upgrades
• Call pick-up, park, transfer and reject facilities
• Presence, busy lamp keys, and Do-Not-Disturb

Benefits

• Intelligent routing with priority treatment for specific callers
• Assist remote working without compromising supervisor oversight
• Apply permissions allowing various levels of user access/control
• Predictable resource and cost management
• Intuitive interface for easy adoption and training
• Compatible with a range of services for breadth of choice
• Easily scalable to incorporate growth and multiple locations
• Mixed media options so solution can be tailored as required
• Reliable and consistent service delivered by Gamma's own network
• Supported by AdaptiveComms' own in-house engineers and experts

£10.00 to £11.00 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 katiemurray@adaptivecomms.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

755347226177223

Contact

Katie Murray
01704540547
katiemurray@adaptivecomms.co.uk

Service scope

• Software add-on or extension: No
• Cloud deployment model:
  • Public cloud
  • Private cloud
  • Hybrid cloud
• Service constraints: As a VoIP service, calls to 999 may not be possible, during a service outage with total connectivity loss for example, owing to a power outage or the failure of all data access. ; We do not support IP handsets not purchased from us. ; Minor downtime or interruptions can occur during planned maintenance but users are advised of this in good time and this work is usually done outside of standard operating hours. ; Network administrators must ensure that certain IP addresses and outbound ports are available and not blocked by firewalls to avoid function issues.
• System requirements:
  • A Horizon compatible data network (confirmable by AdaptiveComms)
  • Data bandwidth and access appropriate to the number of users

User support

• Email or online ticketing support: Yes, at extra cost
• Support response times: We respond to all queries during business hours (M-F 8:45-17:30) within 1 hour (30 mins for critical issues). We operate a limited service out of these hours for emergency support.
• User can manage status and priority of support tickets: No
• 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: Our support levels on this product break down as follows: ; Basic (£1.50/user/month): Basic user support; ; Standard Diagnostics & Fault Fix Silver (£2.99/user/month): Basic features plus 3 business day faulty equipment swap (basic); ; Full standard user support; Call Routing; Hunt group; Voicemail; App Support; Name Changes ; Gold (£4.99/user/month): Silver features plus 2 business day faulty equipment swap; Call recorder & logger support; Wallboard Changes; Remote training; Report training; New feature training & Set up ; Platinum (£6.99/user/month): Gold features plus Next day faulty equipment swap; Annual Health Check; Annual Advanced on-site training ; ; We provide each customer with a named account manager, backed up by a customer service team, helpdesk engineers for second-line and field based engineers for site support as required. We ourselves have direct access to third-line and developmental support from Gamma, the manufacturer/designer of the Horizon system.; ; Service availability for Horizon is 99.9%
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Having liaised with key stakeholders as to exactly how they would like the phone system set-up (in terms of end-user permissions, call flow, reports, wallboards etc) we ordinarily arrange for onsite training & setup and/or remote phone-assisted training/setup as required by the customer. We will usually spend time on the day of implementation onsite being available for individual users with a follow-up visit planned approximately a fortnight later for further training, tweaks and snagging. We will often provide training for supervisors, administrators and 'train the trainers' although these may carry additional charges. We have reference material available for all users and, depending on the support levels selected, are available for support and assistance throughout the duration of the agreement.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: All user data can be extracted to appropriate formats as part of the offboarding process if required. Specifically, all user data, CDRs, contact information etc can be pulled into a csv or pdf file; recordings can be saved as .wav or MP3 files (subject to customers providing/purchasing appropriate storage media)
• End-of-contract process: At the end of the contracted period the customer will move onto a rolling 30-day contract on standard rates. Data will be held for the duration of the contract and only retained if the agreement is extended.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
• Application to install: Yes
• Compatible operating systems:
  • Android
  • IOS
  • MacOS
  • Windows
  • Windows Phone
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: There is very little difference in the services that you can get through the 2 interfaces; the differences are aesthetic and minor. The service is available through a mobile add-on at additional cost.
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: The portal is accessible to users and administrators (depending on access permissions) - they can modify the settings on their own phone, set call forwards, voicemail settings and similar. Authenticated administrators can modify call groups, queues, auto-attendants etc
• Accessibility standards: None or don’t know
• Description of accessibility: Standard web-browser/app access with standard accessibility options associated with those web-browsers/apps.
• Accessibility testing: Gamma is in the process of interface testing at present; all elements of the service are subject to continuous improvement and development.
• API: Yes
• What users can and can't do using the API: The Horizon TAPI Driver has been designed to complement Horizon and provides simple telephony and call control integration via applications that can make use of a TAPI interface. ; The TAPI driver can be used in conjunction with the standard Horizon Integrator but not the Horizon Integrator - CRM. For clarity the Horizon TAPI does not provide any end user features, for example click to dial, it is simply a middleware driver and all capability is dependent on the CRM Application itself.
• API documentation: Yes
• API documentation formats: PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Broadly the service is as supplied but it is possible to switch features on and off for end-users (including the options to opt in and out of features at any point); whilst there is a suite of reports included within the product it is possible to customise reports further to suit with the use of additional bolt-ons (at additional cost); permissions can be controlled so that access is managed for end-users including to call recordings, visibility of others presence, the facility to join (or not) call groups; wallboard access etc. As part of the service we will usually set up the system as required, after that point we can either continue to support for administrative changes and additions or we can provide training for in-house technical support.

Scaling

• Independence of resources: Gamma will undertake a monthly Capacity Planning Forum whereby the utilisation of every network component is reviewed against planning rules and sales forecast to ensure sufficient capacity and overhead to manage customer requirements. Additionally there is weekly planning review on capacity management adjustments.; Each Horizon customer's resource requirements are taken into account and sufficient network is allocated to them. Traffic management is applied during particularly busy periods

Analytics

• Service usage metrics: Yes
• Metrics types: Summary reports are available within the Horizon portal - detailed reports are available at additional costs via bolt on. These reports are user-configurable to meet business needs as required.
• Reporting types:
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

• Supplier type: Reseller providing extra support
• Organisation whose services are being resold: Gamma Telecom

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: Complies with a recognised standard (for example CSA CCM version 3.0)
• 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: Deleted data can’t be directly accessed
• Equipment disposal approach: A third-party destruction service

Data importing and exporting

• Data export approach: Download csv of calls from Horizon portal; automated reports are available from bolt-ons which are available at additional cost. Call recordings can be downloaded ad-hoc.
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • Excel
  • Pdf
• Data import formats:
  • CSV
  • Other
• Other data import formats: Excel

Data-in-transit protection

• Data protection between buyer and supplier networks: Private network or public sector network
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • Legacy SSL and TLS (under version 1.2)

Availability and resilience

• Guaranteed availability: Horizon service availability is calculated as:; Total number of minutes in the measurement period – Unplanned Downtime x 100 / Total number of minutes in the measurement period; Note: If a Service is partially available then the Unplanned Downtime shall be calculated in equal proportion i.e. if a service is 50% available then the unplanned downtime will be calculated as 50% x elapsed period of the incident.; Availability Measurement Period: 1 Calendar month; Target Service availability for Horizon is:; Horizon Contact is 99.9%; ; Mean Average PESQ Score target of 4.1 for G.711 and 3.7 for G.729.; Not included:; - Outages which are deemed by Gamma to be the result of matters outside of direct control; - Planned or emergency maintenance; - User error; Notes: Core functions are Gamma Switching infrastructure, transmission equipment and core network, the service that supports call routing and termination.; Non-Core functions include AdaptiveComms Support Systems, Gamma Support Systems, access to any relevant portals and feature based services such as Call Plans, Call diverts, Auto Attendant, Call Recording, and Unified Messaging
• Approach to resilience: Gamma holds SO 22301:2012 Business Continuity Management accreditation. As this information is sensitive, further specific information is available on request.
• Outage reporting: AdaptiveComms will contact affected customers via email/phone when any outages are brought to our attention. ; ; Gamma has a public network status dashboard

Identity and authentication

• User authentication needed: Yes
• User authentication: Username or password
• Access restrictions in management interfaces and support channels: There are options to restrict feature access at user level (eg. they may be unable to change the CLI presentation; may or may not be able to set call forwarding etc). At administrator level, access and controls can be limited by site (team) or by company (universal access across the tenant). For call recording similar limitations can be applied (including 'play only', restrictions to accessing own calls - or own teams etc). Support can be restricted to named contacts only.
• Access restriction testing frequency: At least once a year
• Management access authentication: 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: At least 12 months

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Centre for Assessment Limited (Adaptive); Alcumus ISOQAR (Gamma)
• ISO/IEC 27001 accreditation date: 14/08/23; 13/05/2022
• What the ISO/IEC 27001 doesn’t cover: We do not have any controls pertaining to source code, software development or associated testing as we do not undertake any software systems development as a company
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• 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
  • Other
• Other security governance standards: Cyber Essentials
• Information security policies and processes: Adaptive Communication Solutions employs a document management system (ISOSmart) which is certified to ISO 27001 and Cyber Essentials standards. It encompasses a number of policies and processes including but not limited to the following:; ; Information Security Policy,; Information Security Incident Policy,; Acceptable use policy,; Access Control Procedure,; Backup Plan,; Business Continuity Plan,; Confidential Data Policy,; Data Protection Policy.; ; AdaptiveComms is also in the process of completing the Data Security and Protection Toolkit which indicates compliance specific to the NHS

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Gamma has a comprehensive ITIL-based Change Management policy designed to ensure that planned work does not precipitate significant network problems or introduce additional risk. General Change Advisory Board meetings are held weekly with additional weekly meetings dedicated to specific platform-related changes. Release plans are created for all changes and require detailed regression processes to ensure services can be quickly resumed in the unlikely event of any problems. ; A full change management policy for both Gamma and Adaptive Communication Solutions is available upon request.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Gamma has a vulnerability and patch management programme, and internal and external vulnerability scans are carried out on a monthly basis. Scan data is centralised to enable departments to view and address vulnerabilities on their platforms. ; ; The vulnerability management programme includes a monthly Patch Committee. In addition to this, each department assesses new vulnerabilities as they emerge. The security team reviews threat feeds on a daily basis and raises critical vulnerabilities to the relevant departments. The Patch Committee reports to the Information Security Forum.; ; AdaptiveComms run regular vulnerability scans on our network responding in real time to threats
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Gamma operate their own NOC, providing networking monitoring and incident management 24x7x365. The NOC service is geographically resilient.; All services are monitored, and system and security logs are streamed to central servers for analysis and alerting. Gamma employs an aggregation platform that accepts output from the various devices and Gamma proprietary systems for analysis and reporting. This provides alerting and enforces compliance with Gamma security policies and standards. Where applicable, monitoring is designed to support controls detailed within the best practice guide for Protective Monitoring for HMG ICT Systems (GPG13).
• Incident management type: Supplier-defined controls
• Incident management approach: Gamma operate their own NOC, providing networking monitoring and incident management 24x7x365. The NOC service is geographically resilient.; All services are monitored, and system and security logs are streamed to central servers for analysis and alerting. Gamma employs an aggregation platform that accepts output from the various devices and Gamma proprietary systems for analysis and reporting. This provides alerting and enforces compliance with Gamma security policies and standards. Where applicable, monitoring is designed to support controls detailed within the best practice guide for Protective Monitoring for HMG ICT Systems (GPG13).

Secure development

• Approach to secure software development best practice: Supplier-defined process

Public sector networks

• Connection to public sector networks: Yes
• Connected networks: Joint Academic Network (JANET)

Social Value

• Social Value:

  Social Value

  • Fighting climate change
  • Covid-19 recovery
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  Horizon can significantly contribute to fighting climate change by reducing the need for physical infrastructure and travel. Solutions such as this cut down on the carbon emissions associated with commuting and office energy consumption, while cloud-based storage decreases the need for physical servers, further lowering energy consumption and carbon footprint. The mobile and softphone applications reduce the requirement for additional desk phones which, along with the lack of a local physical unit, lowers the ultimate amount of hard plastic waste that is associated with traditional on-premise phone systems. ; ; As a supplier AdaptiveComms are taking the following steps to meet our environmental responsibilities:; We pledge to be carbon neutral by 2030 guided by official carbon assessments;; We plan to replace our entire vehicle fleet to electric by 2030;; We have switched all our office lighting to efficient LEDs;; We have reduced paper use by 90% by moving to online systems and energy-efficient electronic devices;; We have switched to a renewable electricity energy supplier;; We are committed to investing in carbon offset to reach our net-zero goal.

  Covid-19 recovery

  In the wake of the pandemic, hosted telephone systems have played a crucial role in facilitating remote work and maintaining business continuity. They've enabled employees to work safely from home, reducing the risk of virus transmission and helping businesses adapt to changing circumstances. Features like laptop softphones and mobile apps ensure seamless communication regardless of physical location, supporting the recovery of businesses while prioritising employee safety and well-being.

  Tackling economic inequality

  Traditional phone systems have had a barrier to entry for smaller companies as there is a minimum level of financial investment needed to purchase the 'box' itself; subscription-based models such as Horizons allows the user to access all the features and benefits of a full scale unified communications solution previously only open to larger enterprises. These scalable models allow small businesses to compete more effectively in the market encouraging economic diversity to the benefit of all.; ; Although we are not obligated to due to our size and revenue, we voluntarily offer a Modern Slavery and Human Trafficking statement pledging our commitment to prevent modern slavery and human trafficking in our business practices and supply chain, undertaking due diligence and seeking similar commitments when taking on new suppliers.; ; We have been involved in community projects to help people into employment including apprentice schemes, business forums, and educational outreach.

  Equal opportunity

  As a flexible communication solution, Xelion helps to promote equal opportunity by accommodating diverse work arrangements and individual needs. This enables individuals with disabilities, caregivers, and those living in remote areas, for example, to have access to meaningful employment.

  Wellbeing

  Remote work capabilities allow employees to avoid long commutes and spend more time with their families, leading to improved mental health and job satisfaction. Additionally, features like call routing, presence, and automated attendants streamline communication, reducing work-related interruptions and enabling employees to focus on tasks without unnecessary distractions.; ; At AdaptiveComms we have a culture built on hard work, respect, positivity and dedication and ensure that those tenets are reciprocated back to our staff through:; ; Equality;; Day off for birthday;; Enhanced sick leave & maternity;; Health top-up service;; Food & drink provided in office;; Enhanced holidays for length of service;; Work-life balance;; Employee-led think tanks.

Pricing

• Price: £10.00 to £11.00 a licence a month
• Discount for educational organisations: Yes
• Free trial available: Yes
• Description of free trial: We can offer access to a live demo account as well as a guided demonstration. We are able to set up limited trials for up to 30 days.

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