CenturyLink Communications UK Limited

Colt Intelligent Network Services

Colt Intelligent Network (IN) Services is a managed portfolio of inbound voice services to non-geographic and geographic numbers with feature-rich call routing and delivery options

Features

• Mobile, Payphone, International Call blocking
• Custom Announcements
• Time / Calendar Based Routing
• Call condition forwarding
• Call Limitation - Black Lists / White Lists
• Load Balancing
• Origin Based Routing - Hunt Groups - PIN Autorisation
• Caller Line Identifier Based Routing
• ASR - converts spoken words into language text
• TTS - converts normal language text into speech

Benefits

• Provide a superior customer experience
• Optimise your resources, Queue and allocate calls dynamically
• ake total control with easy-to use, self-service tools
• Increase reliability - outstanding support and defined SLAs
• Re-route calls instantaneously with a userfriendly, drag-and-drop interface
• Pay as you grow - Charges are usage based

£0.86 a unit a month

• 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 conor.mcevoy@colt.net. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

821035405773718

Contact

Conor McEvoy
07917 077693
conor.mcevoy@colt.net

Service scope

• Service constraints: In case of big traffic (e.g. more than 100 M minutes per year) with many simultaneous calls and for each call we add a custom long announcements (l.e.g. longer than 5mn ) Colt may need to test and increase the routing platform capability as well as the trunks. please note that Colt Intelligent Network solution has never faced an outage related to capability because we keep monitoring and increasing our capability once needed (e.g. no incident during the Covid period)
• System requirements:
  • Recent versions of the browser and windows OS
  • Compliancy with IE11 is restricted to non-customized versions

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: For technical support (to open a ticket) the service is accessible 24/7 via email, phone or Online. ; For commercial topics, Customer Relationship Management (CRM team) or the account executive remain available to support during the working days.
• 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: Web chat
• Web chat support availability: 24 hours, 7 days a week
• Web chat support accessibility standard: None or don’t know
• How the web chat support is accessible: It is available via the Colt Online customer portal.
• Web chat accessibility testing: Our webinterface uses the tool "Recite me" to provide customised user experiences
• Onsite support: Onsite support
• Support levels: Colt fully supports the service and does not have different support options for this service.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Colt provides online training and documentation as the most appropriate training method, but we remain available to support our customers for onsite training as well.
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: The following service is available for for customers on Colt.net : ; ; A) Data Subject Rights; Should you wish to exercise your privacy rights, please select and download the relevant form below and once completed, send it to GDPR@Colt.net together with a document that can identify you.; Should you wish to exercise your privacy rights relating to ticketing and invoicing, please select the relevant form below and raise a ticket in Colt Online. You can track updates using your ticket reference in Colt Online.; Right to access; Right to rectification; Right to erasure; Right to portability; Right to restrict; Right to object; Right to automated processing
• End-of-contract process: The cease of numbers will be done on the date agreed with the customer. The cease fees will be applied as part of the price list (usually customers should be the monthly recurring charges for remaining period until the end of the contract)

Using the service

• Web browser interface: Yes
• Using the web interface: The main functionalities are : Ordering, number management, calls statistics, invoices, ordering tracker, ticketing, user management.
• Web interface accessibility standard: None or don’t know
• How the web interface is accessible: All customers need to use their credentials to access to Colt Online. Then they will have access to different platforms and tools. For example :; Order Management Portal (OMP) : to track and review your orders. ; Voice On Demand : to order, manager your existing Colt Intelligent Network Services (e.g. Toll Free, UK wide, Geo numbers..) routing management portal : to view, modify your routing plan and extract calls statistics
• Web interface accessibility testing: Load and performance testing; Pentest for all applications
• API: Yes
• What users can and can't do using the API: Customer can search, reserve, activate, update order, view order details and can perform cancel reservation through APIs in UK as well as in 12 european countries : France, Spain, Switzerland, Germany, Italy, Ireland, Portugal, Netherlands, Belgium, Sweden, Denmark and Austria.; ; No API setup is required but customer must be onboarded in Colt system. ; After onboarding , customer can straightway access APIs via APIGEE portal, they can also use collection file and run it via open source tools such as POSTMAN, Swagger etc.; ; Customer can make changes via ‘update API’ which updates activated telephone numbers details such as address and directory service details. There is no limitation on numbers of attempts.; ; Customer cannot deactivate or port their numbers via APIs(this is planned for coming releases)
• API automation tools: Other
• Other API automation tools: Colt uses automated work flows internally
• API documentation: Yes
• API documentation formats: PDF
• Command line interface: No

Scaling

• Scaling available: Yes
• Scaling type:
  • Automatic
  • Manual
• Independence of resources: Colt has dedicated teams to monitor network capacity, number inventory and all resources required to deliver the service. This allows Colt to always anticipate restocking or increasing capacity if necessary.
• Usage notifications: Yes
• Usage reporting: Email

Analytics

• Infrastructure or application metrics: No

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Up to Developed Vetting (DV)

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations: Other locations
• 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:
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Physical access control, complying with another standard
• Data sanitisation process: Yes
• Data sanitisation type: Deleted data can’t be directly accessed
• Equipment disposal approach: A third-party destruction service

Backup and recovery

• Backup and recovery: Yes
• What’s backed up:
  • Disaster Recovery services
  • Routing Plans
• Backup controls: Routing plans including the ones for back up are all accessible for customers on Colt routing management tool.
• Datacentre setup: Multiple datacentres with disaster recovery
• Scheduling backups: Users schedule backups through a web interface
• Backup recovery: Users can recover backups themselves, for example through a web interface

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
  • Legacy SSL and TLS (under version 1.2)
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • Legacy SSL and TLS (under version 1.2)
  • Other
• Other protection within supplier network: Colt will protect the customer data by using various mechanisms at different levels depending upon the complexity and protection levels, this includes but not limited to; physically and logically isolating the data with the environment, SAN zoning at the storage layer, Firewall policies and Access Control Lists (ACL) at the network layer, Multi-Factor Authentication, Physical Access controls, Change Control, etc.. Further details can be provided upon request.

Availability and resilience

• Guaranteed availability: Target Service Availability (%) : 99,95% ; If availability falls the guaranteed target, Customer can claim Service Credits up to a maximum of €5,000 per annum of usage
• Approach to resilience: Colt has 2 IN services platforms in Europe to ensure a complete redundancy of the global platform.; These platforms are queried by the call processing switches of each country when collecting a geographic and; non-geographic numbers in 13 European countries/
• Outage reporting: Email alerts; Online dashboard (via the Colt Online customer portal)

Identity and authentication

• 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: Personal login and password to access to Colt Online then you can access to the different services : ordering tool, calls routing tool
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Limited access network (for example PSN)
  • Dedicated link (for example VPN)
  • Username or password
• Devices users manage the service through: Directly from any device which may also be used for normal business (for example web browsing or viewing external email)

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: Between 1 month and 6 months
• Access to supplier activity audit information: Users contact the support team to get audit information
• How long supplier audit data is stored for: Between 1 month and 6 months
• How long system logs are stored for: User-defined

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: BSI
• ISO/IEC 27001 accreditation date: 27/04/2022
• What the ISO/IEC 27001 doesn’t cover: Full scope is detailed on the certification document and does not specify exclusions.
• ISO 28000:2007 certification: No
• CSA STAR certification: Yes
• CSA STAR accreditation date: 29/06/2015
• CSA STAR certification level: Level 1: CSA STAR Self-Assessment
• What the CSA STAR doesn’t cover: Not applicable
• PCI certification: Yes
• Who accredited the PCI DSS certification: Schellman
• PCI DSS accreditation date: 25/10/2017
• What the PCI DSS doesn’t cover: Specific customer environments – The certification is of Colt's vendor as a service provider. The ROS and AOC are available on request.
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• 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: Multiple policies and standards support the ISO27001 ISMS and available to employees and are referenced in the annual security awareness training process for all employees.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: The change management process requires that all assets are identified and aligned with the colt asset database along with ensuring that the criticality of assets are defined.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: "Colt maintains a vulnerability management process that is aligned to The Common Vulnerability Scoring System (CVSS) and provides a way to capture the principal characteristics of a vulnerability and produce a numerical score reflecting its severity. The numerical scoreis then translated into a qualitative representation ( low, medium, high, and critical) to help assess and prioritize issues identified in the vulnerability management processes.; ; Colt maintains scanning for vulnerabilities of all of its different asset types and can deploy critical patches within 48 hours. Threat information is supplied commercial companies, vendors, Government and regulatory agencies"
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Systems (e.g., servers, applications, databases) maintain internal controls for auditing, tracking, and personal accountability. Security logs for high-risk systems are sent to the centralized log monitoring system or Security Incident and Event Management (SIEM) system for continuous systematic review of anomalous behavior and compliance reporting. Response to critical incidents is progressed on a real time basis.
• Incident management type: Supplier-defined controls
• Incident management approach: Colt maintains an incident management process that takes logging events and various threat detection and prevention systems that inspect network traffic for malicious activity. These two methods combined provide the basis for the CIRT Program to gain visibility throughout the enterprise environment to detect cyber threats and respond accordingly. ; Once a cyber threat has been identified or reported to the CIRT, security operations conducts incident scope identification, containment, remediation, and recovery actions. The objective for the CIRT Program is to ensure rapid detection and response to cyber threats and limit risk of data exposure or loss of services to customers.

Secure development

• Approach to secure software development best practice: Conforms to a recognised standard, but self-assessed

Separation between users

• Virtualisation technology used to keep applications and users sharing the same infrastructure apart: No

Energy efficiency

• Energy-efficient datacentres: Yes
• Description of energy efficient datacentres: Colt has developed a Global Reference Design (GRD) framework which outlines design requirements to develop and operate resilient and more sustainable data centres into the future

Social Value

• Social Value:

  Social Value

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

  Fighting climate change

  "Climate change is a key pillar of our corporate sustainability strategy. As a large company with worldwide activities, we want to lead by example when working with our suppliers, partners, customers and communities to reduce our impact on the environment. In 2023, Colt Group received approval from the SBTI for our updated near-term science-based target (SBT). These targets are now set on a baseline that includes Well-To-Tank (WTT) emissions for relevant Scope 3 categories and splits the emissions by two different entities: Colt and Colt DCS. We also submitted a long-term net-zero target for 2045, aligned to the new SBTi net-zero standard.; ; Colt Group's main initiatives to achieve our net-zero target include committing to procure renewable power and achieve 100% Scope 2 renewable electricity for all sites globally by 2030. We will reduce indirect emissions by finding alternatives to travel and encourage colleagues to choose better travel options for the environment. We are also decarbonising our in-house fleet through electrification and investing in green innovations such as Carbon Capture and Storage, as well as focusing on circularity initiatives to reduce waste within our network. We run a dedicated supplier programme covering a wide ESG agenda with a special focus on our top suppliers in terms of emissions. To achieve our Scope 3 target, we have committed to engage with 93% of our suppliers by emissions (covering purchased goods and services and capital goods) to set Scope 1 and 2 science-based targets approved by Science Based Target Initiative (SBTi) by 2025.; ; Colt Group's current targets do not include the Lumen EMEA assets acquired in 2023: The acquisition has been finalised and we are in the process of integrating teams and their data. The integration of data and subsequent resubmission of Science Based Targets is planned in 2024/25."

  Covid-19 recovery

  Colt was very proactive in supporting customers during the Covid-19 epidemic and has continued to support customers and employees during the subsequent recovery phase.

  Tackling economic inequality

  "Colt’s Diversity, Equity & Inclusion (DEI) strategy is to build an innovative, great and inclusive place to work. We have four DEI pillars:; ; • Governance & Impact - Ensure we have the governance in place to deliver on our inclusion goals and we collaborate for wider impact that we develop our leaders as inclusive role models.; • Leadership & culture – develop our leaders as inclusive role models and drive an inclusive culture where we can harness diversity of thought for greater success.; • Diverse Representation - Improve the diversity of our workplace, ensuring we represent the communities that we serve.; • Equitable Business Practices - Employ equitable business practices that improve the employee experience and affect positive change in the wider world.; ; Our Global Diversity, Equity & Inclusion policy makes our approach clear and explains our governance structures and our commitment to equal opportunities. It also outlines our zero tolerance approach to discrimination, bullying and harassment. One of the ways we ensure equal opportunities is by building inclusion into our people processes from the beginning. We have worked to make our recruitment process more inclusive by introducing a tool to reduce bias in language used in job adverts. We’ve also introduced training for hiring managers and checklists to be used to mitigate bias when hiring. We also raise awareness of bias during other people process such as performance management and make clear how managers need to be aware and mitigate for bias by inviting diverse thoughts and positive challenge from their peers. ; In addition, we have a five year strategy to improve accessibility within the company – both physical and digital accessibility. This also covers how we communicate and our employee and customer journeys. This is available publicly on our website"

  Equal opportunity

  "Colt’s Diversity, Equity & Inclusion (DEI) strategy is to build an innovative, great and inclusive place to work. We have four DEI pillars:; ; • Governance & Impact - Ensure we have the governance in place to deliver on our inclusion goals and we collaborate for wider impact that we develop our leaders as inclusive role models.; • Leadership & culture – develop our leaders as inclusive role models and drive an inclusive culture where we can harness diversity of thought for greater success.; • Diverse Representation - Improve the diversity of our workplace, ensuring we represent the communities that we serve.; • Equitable Business Practices - Employ equitable business practices that improve the employee experience and affect positive change in the wider world.; ; Our Global Diversity, Equity & Inclusion policy makes our approach clear and explains our governance structures and our commitment to equal opportunities. It also outlines our zero tolerance approach to discrimination, bullying and harassment. One of the ways we ensure equal opportunities is by building inclusion into our people processes from the beginning. We have worked to make our recruitment process more inclusive by introducing a tool to reduce bias in language used in job adverts. We’ve also introduced training for hiring managers and checklists to be used to mitigate bias when hiring. We also raise awareness of bias during other people process such as performance management and make clear how managers need to be aware and mitigate for bias by inviting diverse thoughts and positive challenge from their peers. ; In addition, we have a five year strategy to improve accessibility within the company – both physical and digital accessibility. This also covers how we communicate and our employee and customer journeys. This is available publicly on our website"

  Wellbeing

  At Colt we prioritise the wellbeing of our employees by offering a comprehensive range of initiatives and support systems. In every country where we operate, we provide an Employee Assistance Programme to ensure that our employees have access to confidential counseling and support services when needed. Additionally, we have established a global network of Mental Health First Aiders who are trained to provide initial support and assistance to colleagues facing mental health challenges. Moreover, our Health & Safety team works diligently to maintain safe working environments and provide essential training, including rolling out first aiders to all of our offices. Working in tandem with our Business Continuity team, we are committed to maintaining operational resilience and ensuring continuity of support even in challenging circumstances. Guided by a global wellbeing policy, our organisation fosters a culture of support and inclusivity, with resources, information, and educational materials available through our Wellbeing Academy and intranet page. We empower employee networks and global employee ambassadors to lead wellbeing-related events, sessions, and initiatives, fostering a culture of support and inclusivity within Colt. Furthermore, our CSR team is committed to giving back to the communities we operate in, ensuring that our impact extends beyond the workplace. Together, these initiatives demonstrate our commitment to creating a healthy, supportive, and socially responsible environment for all our employees.

Pricing

• Price: £0.86 a unit a month
• Discount for educational organisations: Yes
• Free trial available: Yes
• Description of free trial: All the services on the order form and the price list will be included : e.g. connectivity & traffic distribution, the requested value added services.; The self service tools for ordering and number management are accessible for free.
• Link to free trial: Please see the attached documents: Price list - Service description - External Service Guide

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 conor.mcevoy@colt.net. Tell them what format you need. It will help if you say what assistive technology you use.