Creative Networks

3CX PBX VoIP Phone System Hosting

3CX Gold Partner offering the 3CX Phone System and communications management suite (software-based PBX for Windows). Works with SIP standard-based IP Phones, SIP trunks and VoIP Gateways. Our 3CX advanced certified support engineers will provide support for your 3CX phone system for Windows.

Features

  • Helpdesk support (8:30 am to 6:00 pm Monday to Friday).
  • 1st, 2nd & 3rd Line Certified Support Engineers.
  • Out of hours and onsite support available.
  • Third Party Support, monitoring and managing interactions with external parties.
  • Online Booking Calendar (choice of time, date and support engineer).
  • 3CX Gold Partner.
  • Native Android and iOS VoIP apps continuously updated and tested.
  • Inbuilt tunnel to avoid remote firewall issues.
  • VoIP softphone and smartphone apps.
  • Powerful real-time customisable switchboard function.

Benefits

  • Support access through various channels including out of hours support.
  • Reliable service, aligned to industry best practice (ITIL/ISO 27001/Cyber Essentials).
  • Dedicated key point of contact in your Account Manager.
  • Fast Resolution, fast first-time fix.
  • Qualified Advanced Certified Support Engineers.
  • 3CX Gold Partner Backing

Pricing

£7.50 to £30.00 a unit

  • 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 aj@creative-n.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 13

Service ID

8 3 9 6 7 7 3 3 0 4 8 8 6 6 2

Contact

Creative Networks Azeem Javed
Telephone: 03303337337
Email: aj@creative-n.com

Service scope

Service constraints
Planned maintenance for core SaaS product.
System requirements
Software license model, requires PC, or desktop.

User support

Email or online ticketing support
Email or online ticketing
Support response times
08:30 - 18:00 Weekdays, excluding Bank Holidays. Out of hours support available where necessary. 30 minutes to 8 hour response dependent on priority call, P1 - 30 mins, P2 - 1 hour, P3 - 4 hours, and P4 - 8 hours. Performance in 2021 included an average call wait time of 8 seconds and 90% of tickets being resolved within one day.
User can manage status and priority of support tickets
Yes
Online ticketing support accessibility
WCAG 2.1 A
Phone support
Yes
Phone support availability
9 to 5 (UK time), 7 days a week
Web chat support
Web chat
Web chat support availability
9 to 5 (UK time), Monday to Friday
Web chat support accessibility standard
WCAG 2.1 AA or EN 301 549
Web chat accessibility testing
No web chat testing has been done with assistive technology users by Creative Networks.
Onsite support
Onsite support
Support levels
End-user support and training can be provided at an ad hoc cost. We provide a UK based Service Desk for support. Out of hours support is available. Additional support can be provided from our satellite office in Nottingham. Our helpdesk is made up of 1st line, 2nd and 3rd Line technical expertise. A Technical Account Manager will be assigned as standard as a part of our standard and premium IT Support, see our pricing schedule and SFIA Rate Card for details.
Support available to third parties
Yes

Onboarding and offboarding

Getting started
Creative Network's provide onsite and remote training, awareness support and user documentation. This service helps organisations to increase their employee’s digital skills to support transformation programmes. Delivered by certified trainers across a wide variety of engagement channels, this service increases technical and end user skills driving the successful adoption of systems. Creative Network's can provide a digital skills gap analysis and training needs assessment and provide performance and adoption metrics throughout the contract.
Service documentation
Yes
Documentation formats
PDF
End-of-contract data extraction
Exported upon request. Contact the Support Helpdesk or Technical Account Manager.
End-of-contract process
At the end of the contract services will continue on a rolling 30 day agreement until either party serves notice. If it is decided the client will exit, Creative Networks will assist in transitioning and migration of services ensuring continuity and a smooth handover. We will, where applicable deliver an Exit Plan which sets out the proposed methodology for achieving an orderly transition of Services on the expiry or termination of the contract. The Exit Plan will contain at minimum: Separate mechanisms for dealing with Ordinary Exit and Emergency Exit. The management structure to be employed during both transfer and cessation of the services and a detailed description of both the transfer and cessation processes, including a timetable. Document how the Services will transfer including details of the processes, documentation, data transfer, systems migration, security and the segregation of technology components. Specify the scope of the Termination Services that may be required and any charges that would be payable for the provision of such Termination Services and detail how such services would be provided. Provide a timetable and identify critical issues and set out the management structure to be put in place and employed during the Termination Assistance Period.

Using the service

Web browser interface
Yes
Using the web interface
Interaction through our systems or 3CX modules
Web interface accessibility standard
WCAG 2.1 AA or EN 301 549
Web interface accessibility testing
Support ticket.
API
No
Command line interface
No

Scaling

Scaling available
Yes
Scaling type
Automatic
Independence of resources
Hosted on cloud scalable solution.
Usage notifications
Yes
Usage reporting
Email

Analytics

Infrastructure or application metrics
Yes
Metrics types
CPU
Reporting types
  • Real-time dashboards
  • Reports on request

Resellers

Supplier type
Reseller providing extra support
Organisation whose services are being resold
3CX

Staff security

Staff security clearance
Conforms to BS7858:2019
Government security clearance
Up to Baseline Personnel Security Standard (BPSS)

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
No
Datacentre security standards
Managed by a third party
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
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

Backup and recovery

Backup and recovery
Yes
Backup controls
Backups can be scheduled by contacting the support team.
Datacentre setup
Single datacentre with multiple copies
Scheduling backups
Users contact the support team to schedule backups
Backup recovery
Users contact the support team

Data-in-transit protection

Data protection between buyer and supplier networks
TLS (version 1.2 or above)
Data protection within supplier network
TLS (version 1.2 or above)

Availability and resilience

Guaranteed availability
97%
Approach to resilience
Hosted on Amazon Web Services, scalable have multiple locations cloud replication
Outage reporting
Website Updates.
Email alerts.

Identity and authentication

User authentication
Username or password
Access restrictions in management interfaces and support channels
Supplier defined controls.
Access restriction testing frequency
Less than once a year
Management access authentication
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 contact the support team to get audit information
How long user audit data is stored for
Less than 1 month
Access to supplier activity audit information
Users contact the support team to get audit information
How long supplier audit data is stored for
Less than 1 month
How long system logs are stored for
Less than 1 month

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
No
Other security certifications
No

Security governance

Named board-level person responsible for service security
Yes
Security governance certified
No
Security governance approach
Comply with ISO/IEC 27001 standard, certification in progress.
Information security policies and processes
We recognise the value of information and privacy and have therefore implemented an information security management system to control all our efforts towards information security in line with the ISO 27001 Standard. We have in place several policies and processes including, but not limited to our, Access Control Policy, Back-up Policy, Password Policy, and Supplier Relationship Policy. More information is available on request.

Operational security

Configuration and change management standard
Supplier-defined controls
Configuration and change management approach
Creative Network's have in place a Change Management Process that follows the ISO 20000 Standard. A change is proposed with the Change Manager and then added to the Changes-overview. The change is scheduled to be executed and a roll back plan is created (if necessary). Rollback is actioned immediately upon confirmation as per following the rollback matrix, resources are freed and announcements are published. Periodically, the overview of archived changes is checked.
Vulnerability management type
Supplier-defined controls
Vulnerability management approach
Creative Network's have a Vulnerability Management process that implements the following: Receives information about zero day threats from the National Cyber Security Center; subscribe to newsletters from vendors and used products, in contact with special interest groups; Technical vulnerabilities are handled either using the Incident management process or the Change management process; Patches are tested following the Installation of software on operational systems.
Protective monitoring type
Supplier-defined controls
Protective monitoring approach
All devices have a monitoring agent on them which can identify potential issues and report back to our service desk. If an issue is identified we have an internal 4 hour SLA to ensure remedial actions are carried asap, the seriousness of an incident will be assessed on discovery so that any priority issues can be responded to quickly.
Incident management type
Supplier-defined controls
Incident management approach
Fully developed Business Continuity and Disaster Recovery management process developed in line with ISO 22301. Creative Network's have a pre-defined Incident Management Process in place where by an incident is reported with the Incident Manager and then added to the Incidents-overview. After which, relevant log files (from all systems affected) and evidence is gathered. The incident is corrected by implementing a patch, temporary fix or workaround. It is determine whether future occurrences of the incident can be prevented, e.g. by modifying/strengthening one or more controls. Periodically, the overview of archived incidents is checked for apparent trends and effectivity of corrections.

Secure development

Approach to secure software development best practice
Independent review of processes (for example CESG CPA Build Standard, ISO/IEC 27034, ISO/IEC 27001 or CSA CCM v3.0)

Separation between users

Virtualisation technology used to keep applications and users sharing the same infrastructure apart
Yes
Who implements virtualisation
Third-party
Third-party virtualisation provider
Hyper V
How shared infrastructure is kept separate
Each instance is virtualised using Hyper-V.

Energy efficiency

Energy-efficient datacentres
Yes
Description of energy efficient datacentres
Our Data Centre follows the ISO 14001 standard. We have in place a robust environmental management system
• Procuring consumed energy from sustainable energy sources wherever possible

Social Value

Tackling economic inequality

Tackling economic inequality

In an effort to create new skills, Creative Network’s actively participate in the following objectives: • More young people participating in apprenticeships and learning • More jobs created and good quality apprenticeships In response to this need, Creative Networks are looking to put in place an apprenticeship strategy to increase the number of apprentices they take on each year. We will look to form a partnership with a local apprenticeship organisation. At present we contribute to apprenticeship schemes in our locality, our annual target is to take on at minimum one apprentice each financial year. The accredited training provider we use is Baltic Apprenticeships. We work with level three Apprentices as both IT Support Technicians and IT Network Technicians.

Pricing

Price
£7.50 to £30.00 a unit
Discount for educational organisations
Yes
Free trial available
Yes
Description of free trial
Please contact Hello@creative-n.com

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 aj@creative-n.com. Tell them what format you need. It will help if you say what assistive technology you use.