4net Technologies Ltd

FourNet (4net) Agile Teams Voice

FourNet's MS Teams Direct Routing seamlessly integrates Agile Cloud with customer Teams tenants in Azure, enabling external voice calling capabilities within Microsoft Teams. This service ensures reliable connectivity, enhances communication efficiency and is fully compliant with Microsoft's specifications, offering a unified communication solution directly within Teams.

Features

• Multi-platform integration: Connects various communication platforms efficiently.
• Real-time collaboration: Enables instant teamwork through shared workspaces.
• Video conferencing: Supports high-quality video calls.
• Mobile compatibility: Accessible on smartphones and tablets.
• VoIP technology: Reduces telecommunication costs.
• Instant messaging: Offers quick text-based communication.
• Presence information: Shows real-time user status updates.
• Contact centre solutions: Enhances customer service capabilities.
• Scalability: Easily adapts to growing business needs.
• Security features: Ensures data protection and privacy.

Benefits

• Unified communications: Streamlines workflows and enhances productivity.
• Enhanced collaboration: Improves teamwork across locations and departments.
• Better engagement: Facilitates clearer and more interactive meetings.
• Remote access: Supports flexible work environments and mobility.
• Cost efficiency: Reduces expenditure on traditional telephony.
• Quick responses: Speeds up decision-making and issue resolution.
• Visibility of availability: Optimises time management and resource allocation.
• Improved customer service: Delivers faster and more personalised support.
• Business growth support: Easily scales with organisational expansion.
• Secure communication: Protects against data breaches and unauthorised access.

£2 a user

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 publicsector@fournet.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

839066674284240

Contact

Public Sector Team
0161 864 5130
publicsector@fournet.co.uk

Service scope

• Service constraints: FourNet's MS Teams Direct Routing is subject to periodic planned maintenance to ensure optimal performance and security, which may temporarily affect accessibility. Additionally, full support and compatibility are guaranteed only with specified hardware configurations and system prerequisites outlined in our service documentation. Clients should review these requirements to ensure their systems align with our specifications for the best service experience. For complete details on system requirements and maintenance schedules, clients are encouraged to consult their service agreements or contact FourNet customer support directly.
• System requirements:
  • Windows, macOS, Linux distributions supported.
  • CPU, RAM, storage requirements defined.
  • Specific UC and collaboration tools licenses needed.
  • Minimum internet speed specifications for optimal performance.
  • Latest versions of Chrome, Firefox, Safari, Edge required.
  • Up-to-date antivirus installed for security compliance.
  • Proper firewall settings to allow communication protocols.
  • Specific VM environments supported for deployment.
  • IOS and Android versions supported for mobile access.
  • Compatibility with existing enterprise software APIs necessary.

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Within 30 minutes. Response times vary based upon question type. Please see support SLAs for response times
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.1 AA or EN 301 549
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: No
• Onsite support: Yes, at extra cost
• Support levels: FourNet provides 2nd line support to our customers for this service. 1st line support will be provided by the customer ICT helpdesk so no contact will be from end users to the FourNet Service Desk. All support will be provided remotely with onsite support available at an additional charge.; ; FourNet offers bespoke SLAs which are priced individually.; ; Please see the FourNet service definition document which outlines the support levels and associated costs with these levels.; ; FourNet will provide a Technical Account Manager, Cloud Support Engineer and Service Delivery Manager to the customer upon request.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: FourNet provide options for onsite/remote training and user documentation to start using the service.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: FourNet provide an export of relevant user data held in the system at the end of the contract.
• End-of-contract process: Should the customer require a transition manager and additional support when moving away from the service then this would be charged on a daily rate. The total cost will be agreed with the customer once they have confirmed what level of support is required from FourNet and the time required to transition to the new provider from the FourNet service.

Using the service

• Web browser interface: Yes
• Using the web interface: Using FourNet's web interface, users can effortlessly set up the service by navigating through an intuitive dashboard to configure settings, define security policies and integrate various network components and endpoints for comprehensive monitoring. Modifications to the service, including adjusting security rules, customizing alert thresholds and updating incident response protocols, can be conveniently made through the web interface, ensuring that the system evolves in line with the organisation's changing security needs.; ; However, there are limitations to the setup and modifications that can be executed through the web interface. Complex configurations requiring deep integration with certain proprietary or legacy systems may necessitate direct intervention from FourNet's technical support team. Additionally, certain high-level changes that could significantly impact the security posture or system stability might be restricted to users with specific administrative privileges to maintain system integrity and security.
• Web interface accessibility standard: WCAG 2.1 AA or EN 301 549
• Web interface accessibility testing: FourNet's Web Interface Testing with assistive technology users involves evaluating accessibility and usability of a web platform or service for individuals who use assistive technologies including screen readers, speech recognition software or alternative input devices. This testing is crucial for ensuring that web services are inclusive and accessible to all users, including those with disabilities. It often includes tasks like navigating the site using only keyboard commands, interpreting content through screen readers and ensuring that forms and controls are properly labelled and accessible. Feedback from these testing sessions is then used to make necessary adjustments to improve the interface's accessibility.
• API: Yes
• What users can and can't do using the API: API Access is available to the platform for the following tasks:; • Out-of-the-box support for a wide variety of security systems and vendor APIs; • API-based integration for external threat feed intelligence sources; • API-based 2-way integration with help desk systems — seamless, out-of-the box support for ServiceNow, ConnectWise and Remedy; • API-based 2-way integration with external CMDB — out-of-the box support for ServiceNow, ConnectWise, Jira and SalesForce; • Kafka support for integration with enhanced Analytics Reporting — i.e. ELK, Tableau and Hadoop; • API for easy integration with provisioning systems; • API for adding organisations, creating credentials, triggering discovery, modifying monitoring events
• API automation tools:
  • Ansible
  • OpenStack
  • Other
• Other API automation tools: Any Automation Tools that support Rest API access
• API documentation: Yes
• API documentation formats:
  • Open API (also known as Swagger)
  • HTML
  • PDF
  • Other
• Command line interface: Yes
• Command line interface compatibility:
  • Linux or Unix
  • Windows
  • MacOS
• Using the command line interface: Administrators have full configuration and management control through the CLI. The CLI can be used to configure or change any element of the configuration and undertake advanced troubleshooting. Access to syslogs is not available through the CLI.

Scaling

• Scaling available: Yes
• Scaling type: Manual
• Independence of resources: Services are built within customer cloud ecosystem with no external dependencies on our infrastructure. Central signatures and updates may be cached to eliminate dependency on update servers.
• Usage notifications: Yes
• Usage reporting:
  • API
  • Email

Analytics

• Infrastructure or application metrics: Yes
• Metrics types:
  • CPU
  • Disk
  • Memory
  • Network
  • Number of active instances
  • Other
• Other metrics:
  • Security Events
  • Mail statistics
  • User statistics
  • Current IP Sessions
  • Archive reports
  • Queue reports
  • Filtering statistics
  • Virus reports
  • Spam reports
  • Mail overview reports
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: Up to Developed Vetting (DV)

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations:
  • United Kingdom
  • European Economic Area (EEA)
  • Other locations
• User control over data storage and processing locations: No
• 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: Another external penetration testing organisation
• Protecting data at rest:
  • Physical access control, complying with another standard
  • Encryption of all physical media
  • Other
• Other data at rest protection approach: All critical assets, along with data considered to be personal under GDPR or other international laws is encrypted at rest and at backup using cryptography techniques. Any transit of data is done cryptographically. Data is stored in secure datacentres with physical access control mechanisms, CCTV, badge entry systems and security guards. Furthermore, access to Fortinet global offices are controlled via physical access control mechanisms, CCTV, badge entry systems and security guards.
• Data sanitisation process: Yes
• Data sanitisation type:
  • Explicit overwriting of storage before reallocation
  • Deleted data can’t be directly accessed
  • Hardware containing data is completely destroyed
• Equipment disposal approach: A third-party destruction service

Backup and recovery

• Backup and recovery: Yes
• Backup controls: Users can take backup copies of the configurations via the Web Interface or CLI
• Datacentre setup: Multiple datacentres
• 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:
  • TLS (version 1.2 or above)
  • Other
• Other protection between networks: Customers have the option of using Cloud based analytics or Sandboxing.in the event these options are chosen, data-in-transit is encrypted using SSL end-to-end.; ; Data transfer between update servers and the virtual machines is completed via SSL end-to-end.
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • Other
• Other protection within supplier network: Customers have the option of using Cloud based analytics or Sandboxing.in the event these options are chosen, data-in-transit is encrypted using SSL end-to-end.; ; Data transfer between update servers and the virtual machines is completed via SSL end-to-end.

Availability and resilience

• Guaranteed availability: FourNet provide a minimum 99.99% availability on core services.; ; Service Levels and Credits are based on a bespoke requirement.
• Approach to resilience: The resilience of our services is available upon request
• Outage reporting: Should an outage occur within the platform notifications are automatically sent to the FourNet service desk team. Depending upon the severity of the outage then customers will be alerted appropriately via phone and/or email.

Identity and authentication

• User authentication:
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google apps)
  • Dedicated link (for example VPN)
  • Username or password
• Access restrictions in management interfaces and support channels: Adminstrators who access the Virtual Machine(s) are authenticated against Username & Password set by the customers administrator.
• Access restriction testing frequency: Never
• Management access authentication:
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
• Devices users manage the service through:
  • Dedicated device on a segregated network (providers own provision)
  • Dedicated device on a government network (for example PSN)
  • Dedicated device over multiple services or networks
  • Any device but through a bastion host (a bastion host is a server that provides access to a private network from an external network such as the internet)
  • 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: No audit information available
• Access to supplier activity audit information: No audit information available
• 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: 31/10/2025
• What the ISO/IEC 27001 doesn’t cover: N/a
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• 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: ISO 27001 information security standard, Cyber Essentials and Cyber Essentials Plus. The ISO27001 Statement of Applicability is available to G-Cloud customers on request, this document references all of FourNet's policies and procedures including our IT policy, encryption systems and access control along with many other processes. The SoA also details the reporting structure for adherence to ISO 27001. In brief this consists of our internal IT engineers who form part of our service desk team, reporting into the service desk manager. The service desk manager (for FourNet's information systems) reports to the Chief Technical Officer/Security Manager/Data Protection Manager who has ultimate responsibility for FourNet's Information Systems security, support and development.

Operational security

• Configuration and change management standard: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Configuration and change management approach: FourNet processes conform with ITIL processes and our ISO 9001, ISO20000 and ISO27001
• Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Vulnerability management approach: FourNet continually assess software and firmware across the deployed services, both by assessment of vendor product and security release notes as appropriate or our Release Management Tool. Release Manager monitors firmware and software revisions at the latest release. Release Manager uses Configuration Manager’s CMDB as a source for the existing release levels, which is updated on a regular basis. FourNet assesses the release and our policy is for security breaches and updates, to deploy straightaway and for all other releases to deploy if it is to resolve a known issue or following consultation with the customer.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: FourNet will deploy service management tool(s) that proactively manages and monitors the services and platforms. When an alarm is received, the management tool will either automatically attempt a resolution by running scripts against known problems within its knowledgebase or an automated resolution is not possible, the service management tool will notify the relevant Service Desk with details of the issue. The Service Desk will then create a ticket, notify the customer’s service desk and assign the ticket to an resolution operative to triage and restore. Response will be in accordance to the designated priority of the issue and the SLA.
• Incident management type: Supplier-defined controls
• Incident management approach: FourNet has a documented Incident Management process which is provided with an Operational Services Manual. This will include knowledge articles’ and ‘templates’, which are updated, for common issues. All Incidents are reported and logged via the FourNet ServiceDesk. Incident logging is either via automated tools or manually by phone, email or the customer web portal. Outside of automated Incident logging, we ask that Priority 1 and 2 tickets are phoned in and Priority 3 and 4 are either emailed and logged via the portal. The Service Delivery Manager will provide Incident reports, RCAs and service reviews to an agreed schedule.

Secure development

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

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: FourNet’s use Tier 4 Data Centres. These sites were chosen to be Geo-Resilient, and more than 50 miles apart.; ; All Datacentres are assessed to meet the following certifications as standard. Individual DC centres may have further certifications:; ; ● SOC 1 Type II; ● SOC 2 Type II; ● ISO 27001; ● PCI DSS; ● OHSAS 18001; ● ISO 9001:2015; ● ISO 22301; ● ISO 14001:1015; ● ISO 50001; The data centres are certified to meet rigorous environmental and energy-management standards.

Social Value

• Social Value:

  Social Value

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

  Fighting climate change

  Fighting climate change; ; Environmental, Social and Governance (ESG):; ; At FourNet, we are committed to effective stewardship of the environment and tackling climate change and have several activities and initiatives underway. In June 2021, Palatine Private Equity became a majority shareholder in the business and their commitment to ESG has further driven this agenda. Palatine is one of the private equity leaders in Environmental, Social and Governance (ESG) and is a pioneer in the responsible investment space.; ; We take ESG seriously and have an appointed ESG lead in the business and an ESG working group, including two Board members, meets once a quarter to discuss our priorities as outlined in our action plan. ESG is a standing agenda item at Board and Senior Leadership Team (SLT) meetings as well as at every management meeting.; ; We have measured our carbon footprint for three years, becoming increasingly accurate in the data capture and boundaries and have set a carbon reduction plan to meet the Government’s 2050 net zero carbon target. Although a low emitter of carbon we take our responsibilities very seriously and continue to make positive impacts where we can, including the introduction of a salary sacrifice electric car scheme and the purchase of renewable energy. We have also undertaken the Ecovadis sustainability rating, achieving silver with our first submission and targeting gold this year.; ; At the end of 2021, we undertook our final ISO14001 (Environmental Management) audit and are delighted to report that we continue to hold that accreditation following external audit visits.

  Covid-19 recovery

  Covid-19 recovery; ; Employment:; ; FourNet is proud to have helped sustain “business continuity” for important central government, local government, healthcare, housing and financial institutions during the COVID-19 pandemic and recovery phase, by enabling efficient flexible-working for all those customers, their employees and many more. As an award-winning SME, we were instrumental in enabling officials and employees in key businesses to seamlessly work from home, when movement restrictions were introduced in 2019. We are continuing to do so, continuously innovating while developing new services and employment opportunities which benefit those organisations and local communities. Employees are classified as “key workers” which meant we were able to provide crucial support, additional services and training as well as improved access to services for citizens, despite the pandemic.; ; Return to work:; ; Given the shift to home-working, our solutions have helped to deliver an efficient working environment for remote workers during and since COVID-19 struck. This means increased employment opportunities in local communities remote from the headquarters of those departments and agencies, and similarly for our nationwide enterprise customers who offer flexible employment. For instance, Connecting Wales allows Welsh-speaking local government employees to work, remotely, for councils in non-Welsh speaking communities. This enhances employment opportunities in less affluent regions, while boosting local economies and assisting with the levelling up agenda. As a technology business, in a high growth sector, through our non-location specific, cloud-based, solutions we are enabling a broader range of recruitment opportunities not only for our own business, but for those departments and agencies moving to Government Hub working. FourNet is helping to support inclusion and diversity in the virtual workplace, allowing individuals to consider roles for a whole range of local and national employers, for whom they might have been considered ill-suited because of childcare commitments, commuting time or distance, disability or illness.

  Tackling economic inequality

  Tackling economic inequality; ; Smarter Working:; ; FourNet has remote working at its heart, not just as a business but for our customers. We were enabling our clients to implement work-from-home solutions prior to the pandemic and were instrumental in ramping up those capabilities at the height of the pandemic. Our secure communications services are at the core of our capabilities to facilitate remote working. By delivering future-proofed, inclusive, communications technologies and tools to encourage greater collaboration, we have brought greater efficiencies and cost savings for clients while allowing people to remain in their own local areas, spending money which otherwise would have been spent in cities and urban environments. We are fully aligned, in thought, strategy and process with Smarter Working Programmes as a means of tackling economic inequality, creating a sustainable future and assisting with the levelling up agenda.; ; Levelling-up:; ; This strategy applies not just to FourNet’s employees – many of whom work from home at least part of the week, but to our nationwide enterprise customers whom we have assisted in implementing remote working solutions over the past 18 months. Each of those businesses are helping to create and maintain employment in deprived, less affluent and rural communities where opportunities were previously few and far between.; ; While the high cost of living makes the big-city jobs market inaccessible for many young people and key workers, hybrid working provides new employment opportunities, distributing wealth to local communities, tackling economic inequality in areas that traditionally relied on income from sectors hit hardest by the pandemic, such as tourism and hospitality. New businesses are emerging in rural and less affluent area thanks to the move away from big city living caused by the pandemic and facilitated in part by remote working solutions which we provide as an employer and a business.

  Equal opportunity

  Equal opportunity; ; Like many organisations, FourNet is striving to build as diverse and inclusive a community as possible. This means sticking resolutely to a top-down, bottom-up strategy which creates and nurtures equal opportunities policies, culture, workforce, and physical environment across our company which is fair, non-discriminatory, and accessible.; ; As a business, which is helping other organisations to implement successful and efficient remote working practices, we believe that hybrid working can help support inclusion and diversity in the virtual workplace, allowing individuals to consider roles which they might have thought previously ill-suited because of childcare commitments, commuting time or distance, disability or illness.; ; Remote working provides employers, like FourNet, with an opportunity to create a more diverse workforce, with staff from different geographies and backgrounds and across all job levels, functions and teams. It can also help to close the gender gap by offering greater flexibility and opportunities for women, including single mothers with children, and particularly in male-dominated industries like the fast-growing technology sector.; ; Recruitment:; ; FourNet abides by the law in that we have a policy to provide equal opportunities in employment and to avoid unlawful discrimination, but we go much further, helping to create a diverse workforce that is respectful of each other’s differences.; The purpose of our policy, which covers recruitment and selection and promotion and training, is to provide guidance to employees on relevant legislation and best practice and therefore reduce the risk of possible discriminatory attitudes affecting decision making.; ; Training and Working Conditions:; ; To support our policy, all employees also take part in mandatory annual training on Equality, Diversity and Inclusion provided by an external training partner. All those in management positions also attend additional developmental training which covers unconscious bias. We provide those in management positions with a ‘management framework’.

  Wellbeing

  Community Wellbeing:; ; As a result of enforced COVID pandemic home-working for many employees, FourNet focused attention on our employees’ working conditions at home and their mental health and, like many organisations, that has even meant creating virtual social events to keep up team spirit and morale, out of the office.; ; As a business, we deliver workforce management (WFM) solutions which allow businesses in the community and their employees to create a better work-life balance, permitting flexible and holiday scheduling, shift-swapping with colleagues, and engagement tools which reduce mundane and repetitive tasks.; ; It’s not just employees but citizens in the community who benefit. For example, sentiment analysis can be used to understand and track agent morale and motivation. This has been particularly relevant with the increase in remote working during the pandemic. For citizens, artificial intelligence can be used by businesses to detect an upset customer, alerting an employee with a suggested means to assist the customer’s wellbeing.; ; Workforce Wellbeing:; ; FourNet has a wellbeing programme, delivered by a recognised specialist, which is available to all employees. The external programme includes 24/7 access to a GP and an advice and counselling line (including legal and financial advice) as well as a video physiotherapy service. It includes up to six face-to-face counselling sessions with a trained therapist.; ; FourNet also has trained Mental Health First Aiders (MHFA), who are available to employees as and when requested. We have invested in training for MHFAs, via our preferred training partner. They are tasked with providing campaigns to engage our employees to understand the causes and effects of stress and mental health conditions and tips to improve resilience and mental health. We have taken part in Mental Health Awareness Week and created a Mental Health First Aid Handbook which provides details of the support available.

Pricing

• Price: £2 a user
• Discount for educational organisations: No
• Free trial available: No

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