PURE IP LIMITED
Teams Phone Plus – Fully Managed Teams Calling Service (MRC Model)
Fully managed Microsoft Teams Phone service for mid‑sized organisations (500–2,000 users), delivered on a predictable per‑user Monthly Recurring Charge model. It covers deployment, configuration, and 24/7 support to simplify and operationalise Teams Phone without additional internal resourcing.
Features
- Fully managed Microsoft Teams Phone deployment and configuration
- Auto Attendant, Call Queue and IVR configuration included
- User and shared line setup with DID assignment
- Regional dial plans and voice routing policy configuration
- Migrations from Calling Plans or Direct Routing to Operator Connect
- 24/7/365 global incident support and Microsoft escalation
- Standard MACDs for day‑to‑day user and service changes
- System Acceptance Testing with UAT guidance provided
- Static E911 configuration validation for US and Canada
- Delivered via predictable per‑user Monthly Recurring Charge model
Benefits
- Reduces deployment time with standardized Teams Phone configurations
- Lowers operational burden by offloading voice administration
- Improves reliability through 24/7/365 incident support
- Reduces configuration errors with expert-managed setup
- Enables faster onboarding of new Teams Phone users
- Improves call handling through optimized routing and dial plans
- Reduces business risk via best‑practice voice configuration
- Enhances service continuity with proactive issue escalation
- Supports scalable growth with predictable per‑user billing
- Frees IT teams to focus on core priorities
Pricing
Service documents
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Framework
G-Cloud 15
Service ID
8 4 2 3 7 5 5 2 2 4 5 0 9 5 9
Contact
PURE IP LIMITED
Pure IP G-Cloud Team
Telephone: 02039911100
Email: g-cloud@pure-ip.com
About your service
- Service categories
-
Cloud Support Services
Ongoing Support
- Product support capabilities
- Logging and management of incidents
- Reporting and proactive results analysis
Service scope
- Service constraints
- This service is delivered remotely and requires Teams Admin access to the customer tenant. It is available only to organisations using Pure IP voice services and cannot be purchased standalone. Customers must provide first‑line IT support, triage issues before escalation, and maintain licensing and emergency location data. The service excludes on‑site work, end‑user support, project management, custom configurations, and support for third‑party PSTN providers or Calling Plans. An environment audit may be required before activation.
User support
- Email or online ticketing support
- Yes
- Support response times
- We provide support through email and an online ticketing system, available 24/7/365. All incidents are logged, tracked, and prioritized using our ITSM platform. We respond to tickets within 30 minutes and within agreed SLA targets. Response times are identical on weekends and public holidays due to our follow‑the‑sun operations model. Customers receive updates at every status change, with engineered escalation for service‑impacting issues.
- User can manage status and priority of support tickets
- Yes
- Online ticketing support accessibility
- WCAG 2.2 AA
- Phone support
- Yes
- Phone support availability
- 24 hours, 7 days a week
- Web chat support
- No
- Support levels
- We provide 24/7/365 managed support through phone, email and an online ticketing system, with all incidents logged, prioritized, and tracked within our ITSM platform (ServiceNow). Priority 1 issues receive a 30‑minute response, with defined SLAs for all other priorities. Response and resolution targets remain the same during weekends and public holidays due to our follow‑the‑sun operations model. Support is included within the service price: there are no additional support tiers or optional uplift charges. Customers receive access to voice engineering specialists for configuration, troubleshooting, number management, and operational queries. A dedicated Account Manager is assigned to each customer, providing service governance, quarterly reviews, proactive quality monitoring insights, and escalation management. This ensures consistency, service continuity, and a single point of ownership throughout the contract lifecycle.
Resellers
- Supplier type
- Not a reseller
Staff security
- Staff security clearance
- Other security clearance
- Government security clearance
- Baseline Personnel Security Standard (BPSS)
Pricing
- Discount for educational organisations
- No
Architecture roles
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Associate network architect | £700.00 | £450.00 |
| Network architect | £950.00 | £600.00 |
| Lead network architect | £1,150.00 | £750.00 |
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Associate solution architect | £650.00 | £400.00 |
| Solution architect | £900.00 | £600.00 |
| Senior solution architect | £1,100.00 | £750.00 |
| Lead solution architect | £1,300.00 | £900.00 |
| Principal solution architect | £1,500.00 | £1,050.00 |
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Associate technical architect | £650.00 | £400.00 |
| Technical architect | £900.00 | £600.00 |
| Senior technical architect | £1,100.00 | £750.00 |
| Lead technical architect | £1,300.00 | £900.00 |
| Principal technical architect | £1,500.00 | £1,050.00 |
Product and delivery roles
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Programme delivery manager | £1,000.00 | £650.00 |
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Service owner | £950.00 | £600.00 |
User-centred design roles
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Technical writer | £500.00 | £300.00 |
| Lead technical writer | £700.00 | £450.00 |
Non-mandatory Standards and certifications
- ISO/IEC 27001 certification
- Yes
- Who accredited the ISO/IEC 27001
- BSI (British Standards Institution) – BSI Assurance UK Limited
- ISO/IEC 27001 accreditation date
- Tuesday 15 April 2025
- What the ISO/IEC 27001 doesn’t cover
- The ISO/IEC 27001:2022 certification (IS 703634) applies specifically to the specification, implementation, maintenance, and 24×7 support of Pure IP’s VoIP services and voice networks operated from the UK, US, and New Zealand locations. Activities, systems, or processes outside this defined scope—including business functions not directly involved in the delivery, management, or support of VoIP services and voice network operations—are not included within the certified Information Security Management System.
- ISO 28000:2022 certification
- No
- ISO 9001 certification
- No
- Quality management systems (QMS)
- Yes
- CSA STAR certification
- No
- PCI certification
- No
- Cyber essentials
- No
- Cyber Essentials Alternative
- None of the criteria
- Cyber essentials plus
- Yes
- Please provide your Cyber Essentials Plus Certificate Number
- 615b1f68-13f3-48cd-b681-853ebea898da
- Other security certifications
- Yes
- Any other security certifications
- SOC 2 Type II (Type 2) Certification
Social value
- Section B - Commitment for Future: Delivery
-
-
Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.
Policy Outcome 1: Fair work: That offers fair wages and good working conditions. Help people get a job, stay in work, and progress in their careers, with good employment opportunities across the country. Notes: Where there is a large proportion of labour costs in the contract, commercial teams should consider MAC in Outcome 1 as a priority
- New or retained jobs on the contract workforce in the relevant area that meet the criteria set out in MAC 1b, 1c and 1d
- Providing opportunities for, and measuring and monitoring of, staff workforce conditions over time, including employee engagement, involvement in decision-making and satisfaction and adapting to any changes in the results, with clear processes for acting on issues identified
- Plans to engage the contract workforce in deciding the most important workplace issues to address
- Monitoring of employee engagement rates (by protected characteristic) and, where necessary, the development of actions to ensure all voices are heard across the diversity of the workforce
- Employment contracts that reflect actual hours worked; steps taken to ensure employees understand their contracts and have the ability to review and adjust them if actual hours regularly exceed contracted hours
- Activities that support an environment where staff are educated about, and feel empowered to, address their physical wellbeing
- Activities that support an environment where staff are educated about and feel empowered to report and address bullying and harassment
- Activities to cascade good practice on fair working conditions throughout the supply chain
- Offer a pay and leave entitlement to all eligible staff who become kinship carers, ideally equivalent to statutory adoption pay and leave
- Payment of more than the National Minimum Wage or National Living Wage (as appropriate) to the contract workforce
- Entitlement to sick pay for the contract workforce, with provision in place for any staff who do not meet the earnings threshold for statutory sick pay, payment of sick pay from day one of absence and payment of staff on the contract workforce who are off sick a replacement income of 100% of their usual earnings for as long as possible
- Plans for an appropriate income replacement policy for staff who are required to spend time away from work to care for a sick dependent or close relative
- Volunteering opportunities for staff
- Understanding of the modern slavery risks and issues affecting the market, industry, sector or country (of origin or of source) relevant to the contract, and the workforce in the supplier’s own organisation and those of its key subcontractors
- Measures to identify, mitigate and manage modern slavery risks relating to the contract and how these will be implemented
- Outline policies and practices to be applied to or put in place for the contract to mitigate and manage modern slavery risks, including: Pre-employment checks, recruitment practices. Workplace conditions, safeguarding plans and processes in place and regular monitoring with relevant groups considered, which may include sampling
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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 g-cloud@pure-ip.com.
Tell them what format you need. It will help if you say what assistive technology you use.