INTUITY COMMUNICATIONS LIMITED

Intermedia Elevate for Microsoft Teams

Global PSTN access via Intermedia's native voice for Microsoft Teams integration. Increase productivity with a full communications solution, including telephony, voicemail; video, email, conference calls, data sharing, online meetings; call recording, customer analytics, internet fax. Call plans, per user per month: UK local, national and mobile numbers.

Features

• UC accessible via desktop application, mobile app, online dashboard
• Unified messaging via email, web/ online chat, Instant Messaging (IM)
• Enterprise grade voice communications that keeps Teams collaboration.
• Collaboration via online meetings, video chat/ video calls/ video conferencing
• Plugins: Presence, caller ID database match, click-to-dial from application/ web
• Call recording, call screening, call waiting. Full customer administration suite
• Auto attendant for customisable automated call connect, transfers, queues, greetings
• Cloud PBX: telephony with direct dial extension for every user
• Collaboration: conference call, private internal and external chat groups
• Unified voicemail management, voicemail-to-email and in-app voicema

Benefits

• Unified Communications: enables digital transformation; agile, flexible working, and homeworking
• Distributed workforces can remotely work as one unified organisation
• Fosters cultural change: seamless user-controlled movement between phones and softphones
• Unified Communications: external solutions collaborate as one unified chat room
• Collaboration: rapidly conference with colleagues; secure data sharing/ file sharing
• Unified Communications means lower management overheads: reduced support/maintenance costs
• Switch between devices, even during calls. Simple and intuitive
• Reduces costs and complexity, providing excellent value for money
• Deploy Unified Communications via the web for national connectivity
• Intermedia has specialist vertical market Unified Communications teams

£9.99 to £107.99 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 MarkBridgman@IntuityComms.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

871533255714200

Contact

Mark Bridgman
03452411521
MarkBridgman@IntuityComms.com

Service scope

• Software add-on or extension: Yes
• What software services is the service an extension to: Intermedia Elevate for Microsoft Teams is a cloud-based PBX-to-PBX integration for Microsoft Phone System. This service provides enterprise-grade telephony and global PSTN connectivity to customers who want to retain Microsoft Teams as their primary collaboration interface, combined with the call quality, geographic reach and calling plan flexibility, provided by Intermedia.
• Cloud deployment model: Public cloud
• Service constraints: The Intermedia PSTN services, offered through the Elevate platform, are designed for scalability, reliability, security, global accessibility, and sustainability. Successful implementation, operation, and management require adherence to standard technical requirements, particularly concerning local network connectivity and compliance with local regulations on Voice over IP and carrier interconnection. The operation and availability of the Microsoft Teams user experience are contingent upon Microsoft's capabilities and service guarantees.
• System requirements:
  • Personal computer, MacBook or web browser-enabled device
  • IP telephone device Mobile access – download free app
  • A high-speed connection to the Internet
  • IOS and Android only

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: We have a documented SLA of a 4hour response for no critical issues and 2 hour response for higher priority incidents. Typically we respond with a manual update within 30 min to most new tickets. For system outages we advise all customers to raise a ticket via email and also to call out helpdesk directly to remove any delays.
• User can manage status and priority of support tickets: No
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: No
• Onsite support: Onsite support
• Support levels: We operate 24/7 helpdesk which is included in the price of each user monthly subscription. This provides support for any outages with the service that may be reported. Our own helpdesk will escalate into the supplier within the agreed SLA. Typically this will be next working day if raise outside of normal business hours for any mid to low level tickets and for any urgent incidents this will be within 2 hours of the issues being raised into Intuity.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Our deployment and training teams work together with you to help you start using our service. They provide you the necessary knowledge and training to setup, design, configure, maintain and use the solution efficiently. The deployment team ensures a smooth transition from your old to our new solution, using PMI methodology, in line with PRINCE2 principles. Starting the engagement with the Deployment, Training and Customer Success Teams will work in parallel from the initial Customer Kick-Off meeting. After Go-Live until the transition to our Support teams, the deployment team is ready to help you through issues arising during onboarding. Project lifecycle process and governance is implemented from Day One, until closure. We offer training courses and resources across multiple services. Our courses, along with customer adoption materials, help you get the most from your Intermedia system. Courses are offered open enrolment, via virtual classroom with hands-on exercises and labs, and accompanying user adoption kits. Content includes co-branding, best practices, resource guides, and an eBook with free online videos, tutorials, and starting tips. This approach provides sustainability, and fast onboarding for new users. Other delivery and customisation options are also available.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: Within 24 hours of the expiry of the Contract, data is automatically deleted from all systems. Customers must utilise the built-in product features which provide data exports, or utilise the APIs that give direct access to raw data and export whichever data elements are required to be retained before the expiry or data will become irrecoverable. If a customer requires data to be made available beyond the end of the contract, additional fees will apply
• End-of-contract process: All data is deleted on contract expiration. Customers are responsible for offloading any data contained on the Intermedia Cloud before expiry utilising the built in tools and APIs of the Intermedia products. After expiry of the contract, data is rendered unrecoverable. If a customer requires data to be made available beyond the end of the contract, additional fees will apply.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
• Application to install: Yes
• Compatible operating systems:
  • Android
  • IOS
  • MacOS
  • Windows
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: Mobile accessibility via a download free app; iOS and Android only.; The application is consistent therefore, looks and works in the same way for the mobile device as the desktop service.
• Service interface: No
• User support accessibility: None or don’t know
• API: Yes
• What users can and can't do using the API: Intermedia has a common language (RESTful) and open API policy, where users proficient in URL-based HTTP APIs can inter-operate across 12 pre-written APIs. These enable multiple functions, for integration, for example with common CRM/ ERP; Service & Support; Productivity and Service & Security applications. Various bespoke functionality features can be achieved with the APIs. Depending on the proficiency of the user, multiple APIs can be used to widen functionality. Changes are made by the simple manipulation of the HTTP codes. The use of APIs must be by proficient users, familiar with these programming techniques.
• API documentation: Yes
• API documentation formats:
  • Open API (also known as Swagger)
  • HTML
  • PDF
• API sandbox or test environment: Yes
• Customisation available: No

Scaling

• Independence of resources: Systems are scale-out, cloud based. Resources are automatically added as required based on load and utilisation. The Intermedia Architecture team review design and proposed implementation of all new systems before going into operation to challenge assumptions and ensure scale, reliability, availability, security etc. have been considered. A dedicated Quality Assurance team run automated and manual tests against a replica production platform to verify the engineering solution meets our standards which include load testing.

Analytics

• Service usage metrics: Yes
• Metrics types: A wide variety of online reporting and raw data stats via API are available. Historic reporting includes template based and user configurable data selection, displayable on-screen and exportable in a range of data formats. Live statistics are available on wallboards with configurable statistical measurements that are updated and displayed live. APIs can be utilised to query both live and historic data where a customer wants to utilise the data elsewhere, or potentially make business decisions based on live calling statistics.
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

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

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 every 6 months
• Penetration testing approach: In-house
• Protecting data at rest:
  • Physical access control, complying with CSA CCM v3.0
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Physical access control, complying with another standard
  • Encryption of all physical media
  • Scale, obfuscating techniques, or data storage sharding
• Data sanitisation process: No
• Equipment disposal approach: In-house destruction process

Data importing and exporting

• Data export approach: A number of online tools exist in the Intermedia applications, as well as low level access to data stores through the APIs.
• Data export formats: CSV
• Data import formats:
  • CSV
  • Other
• Other data import formats: XML

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • Private network or public sector network
  • TLS (version 1.2 or above)
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway

Availability and resilience

• Guaranteed availability: We aim to have our Services available to Customers 24x7 and include a SLA for system availability as well as call quality. Intermedia enables the delivery of a consistent and reliable end user experience due to a highly available architecture supported by a platform-wide uptime SLA of 99.999%. Intermedia’s records and data are basis for all service availability calculations and determinations. Intermedia use commercially reasonable efforts to respond to Unplanned Service Interruptions, 24x7, that are reported through one of Intermedia’s Customer Support channels. To receive Service Credits, the Customer must notify Intermedia within 30 days from the time Customer becomes eligible to receive Service Credits. Failure to comply with this forfeits Customer’s right to receive a Service Credit. The Service Credit will be issued on the Intermedia invoice for the period following the Customer’s request for the Service Credit, unless the Service Credit is due in the Customer’s final month of the Term. In such a case, the Service Credit refund will be mailed to the Customer.
• Approach to resilience: A dedicated Architecture team review all material changes to service definitions and products, before release, as part of Intermedia 's New Product Introduction (NPI) process. This review challenges design and implementation, looking for service risks. System components are systematically reviewed and assessed for risk using a "Failure Mode and Effects Analysis" methodology, scoring the risk based on methods of failure detection, whether failover is automated, how long failover takes, severity of impact of the failure, and likelihood of the failure. Where a component or system exceeds an acceptable risk, the proposed system solution is rejected and the engineering are required to refactor the solution, or offer mitigations for concerns. Mitigations may include accelerated detection methods, additional redundancy, reduced recovery times, or may require lower level software changes to survive more readily the failure modes.
• Outage reporting: The Intermedia NOC provide management alerts for any customer affecting outage (and any security breach should one occur). The management alerts are sent via dedicated messaging channels to responsible individuals around the world, and include an audio conference bridge. The support organisation are included in the management notification group, and have a dissemination process for reporting to customers utilising a web based Support Portal. If more than one customer is affected a Master ticket is created and all customer portals are updated automatically if the Master ticket is updated. Updates are added to the ticket as they occur, consolidated if many changes are occurring, and the update messages state when the next update will be issued, if nothing changes by that time.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Username or password
  • Other
• Other user authentication: The Intermedia services is accessed using a Single Sign-on solution that presents authorised users with a panel containing icons for all products and tools, no further authorisation is required to access them
• Access restrictions in management interfaces and support channels: All systems are built on the principle of minimum access given. GDPR training is also given to all staff and Policies and Training are given to ensure staff understand how to comply,. New starters and staff changing role are given access to systems they require to perform their job role by system owners upon appropriate authorisation.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • 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: User-defined
• Access to supplier activity audit information: Users contact the support team to get audit information
• How long supplier audit data is stored for: User-defined
• 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: 11/06/2019
• What the ISO/IEC 27001 doesn’t cover: Software development, Infrastructure Operations, Product Management, HR and all offices outside Aylesbury in the UK are not covered by our ISO 27001 certification.
• ISO 28000:2007 certification: No
• CSA STAR certification: Yes
• CSA STAR accreditation date: 04/2020
• CSA STAR certification level: Level 1: CSA STAR Self-Assessment
• What the CSA STAR doesn’t cover: None
• PCI certification: Yes
• Who accredited the PCI DSS certification: PCI-DSS SAQ-D Solution Provider QSA Signed AOC
• PCI DSS accreditation date: 19/09/2020
• What the PCI DSS doesn’t cover: N/A
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: Yes
• Any other security certifications:
  • FISMA
  • HIPAA

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: "The Intermedia SIEM team, who report into the Global Information Security and Compliance Manager, manage the proactive monitoring of information risk bulletins from government and commercial security organisations, and reactive monitoring of Intermedia systems for security events. This team manage any actions required by Engineering or Operations teams.; ; Ongoing internal audits by dedicated auditing staff monitor for compliance to all standards Intermedia are certified for. HR sanctions are utilised to ensure enforcement. 3rd party auditing is carried out annually or as often as the certification standard recommends. All auditing teams report into the global CISO team.; ; Intermedia's SDLC described policies and processes to ensure that at all stages of the engineering lifecycle the appropriate security tests have been performed, including automated testing in Intermedia's CI/CD - Continuous Integration/Deployment systems.; ; Intermedia practices secure coding, starting with an Architectural review at the start of new projects, ongoing code checking by both manual peer review by security staff and automated reviews with various code SAST scans including Coverity, Rapid7, Carbon Black, Burp Suite Enterprise, Qualys and others which are operated throughout systems on a continuous basis. Manual and automated Pen Testing is performed on final packages before being released into production."

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: The asset management system tracks location, support agreements, manufacturers warranties, and EOL dates. Operations process that are "Business As Usual" include disc swaps for both faulty and EOL changes. BAU processes are fixed and tested, and require no further authorisation. Non-BAU changes require operations review and approval. Changes that are software releases must have multiple sign-offs, including Architecture, Operations and Support department.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: All Intermedia production software goes through security review and testing pre-production, including Penetration Testing using multiple tools. Any security issues found are remedied before release. Additional continuous testing is run against production systems (to cover systems which may remain unchanged for long periods). For these systems, the speed of patch deployment depends on the criticality. SLA's: Critical within 24 hours, High within 7 days, Medium within 30 Days and Low within 90 Days. The SIEM team also review security bulletins from both government and commercial security organisations.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: The SIEM team constantly monitors Firewall, Network, IDS and IPS system alerts. In the event that a suspected or actual breach were to take place, escalation to senior management occurs whilst an assessment of the scope of the breach or potential breach is undertaken. Affected customer(s) are notified through the Support Portal. All data customers are processing or storing on Intermedia systems is treated as Sensitive, any suspected data loss is treated as a loss of "sensitive" data, and appropriate actions taken. Any notification processes are operated in parallel to ensuring any breach is blocked, and re-occurrence prevented.
• Incident management type: Supplier-defined controls
• Incident management approach: The Intermedia 24 hour NOC manages all types of incident, including Service and Security incidents, and whether proactively detected or reported by customers. Senior management notification occurs whilst an assessment of the scope of the incident is undertaken. Affected customer(s) are notified through the Support Portal. Any notification processes are operated in parallel to resolving the incident if it is ongoing. The Intermedia Support organisation handles customer facing communications, including initial triage of incident reports and assessment of severity. Security incidents or Service outages result in an RCA process including cross-functional reviews, resulting in a customer facing Incident report.

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)

Public sector networks

• Connection to public sector networks: No

Social Value

• Social Value:

  Social Value

  • Fighting climate change
  • Tackling economic inequality
  • Equal opportunity

  Fighting climate change

  Intuity continue to maintain progress in our own Net Zero carbon emissions by 2025 in line with the UK Government Climate Change Act, including removing and reducing negative environmental impacts on this contract. Our consultants, GreenFeet, are monitoring progress for us through our own operation and those of suppliers and clients. ; ; Measures they’ve specifically recommended for us on all customer contracts are built around continuing with Streamlined Energy Carbon Reporting (SECR) and the Energy Savings Opportunities Scheme (ESOS) reporting - performed by GreenFeet.; ; We’re already working in greener offices, meaning paperless, LED lighting, energy-efficient IT and travel limitation/working from home initiatives. Our own server carbon footprint was rated at ZERO mtCO2e in 2022, which would not be negatively impacted by this contract.; ; We encourage the adoption of Microsoft Teams, making remote-first working the norm, and promote Cloud-based software/serverless software - both ensure sustainable net carbon reduction overall as we have done. ; ; We mandate annual supplier due diligence where the suppliers demonstrate progress against their own environmental initiatives, and sharing our ambition and ethos to minimise our joint environmental impact, selecting suppliers on the basis of Green credentials as well as on price/quality.; ; We continue to monitor our infrastructure providers in removal of data centres and Points of Presence (POP) sites in favour of public cloud alternatives using energy-efficient infrastructure to reduce our own carbon emissions – identified as our biggest individual GHG number.; ; Under our client contracts, we review our carbon footprint measures and will share these with our clients, benchmarking these with their own targets to ensure we are supporting those where possible, continuing our regular training and awareness events to promote key initiatives & actions that we can all undertake to reduce our environmental impact.

  Tackling economic inequality

  Intuity Communications is dedicated to tackling economic inequality through our G-Cloud service provision through the following initiatives:; We prioritize creating a diverse supply chain by engaging with new businesses, entrepreneurs, start-ups, SMEs, VCSEs, and mutuals. By fostering partnerships with a wide range of suppliers, we support economic growth and promote inclusivity within the business ecosystem.; We actively support innovation and the adoption of disruptive technologies throughout the supply chain. By embracing innovative solutions, we aim to deliver lower-cost and higher-quality goods and services, enhancing efficiency and competitiveness in the market.; We focus on supporting the development of scalable and future-proofed methods to modernize delivery and increase productivity. Through collaboration with our supply chain partners, we explore innovative approaches to service delivery that can adapt to evolving business needs and technological advancements.; We take proactive measures to identify and manage cybersecurity risks in the delivery of our contract, including within the supply chain. This involves implementing robust cybersecurity protocols, conducting regular risk assessments, and providing training to staff and suppliers to mitigate potential threats effectively.; We create employment opportunities, particularly for those facing barriers to employment or residing in deprived areas. By prioritizing inclusivity and diversity in our hiring practices, we aim to foster economic growth and provide pathways to employment for individuals from underserved communities.; Intuity support educational attainment relevant to the contract by offering training schemes that address skills gaps and result in recognized qualifications. This enables individuals to acquire the skills necessary to succeed in high-growth sectors and contribute meaningfully to the workforce.; Through these initiatives, Intuity Communications aims to drive economic growth, promote entrepreneurship, and support employment and skills development within our supply chain and the broader community.

  Equal opportunity

  Intuity Communications is committed to fostering equal opportunity, reducing the disability employment gap, and tackling workplace inequality within our G-Cloud service provision. We demonstrate our dedication through the following actions:; We actively seek to increase the representation of disabled individuals in our contract workforce by implementing inclusive recruitment practices. This includes targeted outreach efforts to disability-focused organizations and communities, providing reasonable accommodations during the application and interview process, and promoting a supportive and inclusive work environment.; We offer training schemes aimed at enhancing the skills of disabled individuals relevant to the contract. These training programs result in recognized qualifications, empowering disabled individuals to develop new skills and advance their careers within our organization and beyond.; Through the delivery of our contracts, we aim to influence staff, suppliers, customers, and communities to support disabled people. This involves raising awareness of disability issues, promoting diversity and inclusion initiatives, and fostering a culture of acceptance and support for individuals with disabilities.; Intuity are committed to identifying and addressing inequality in employment, skills, and pay within our contract workforce. This includes providing support for in-work progression, helping individuals, including those from disadvantaged or minority groups, to develop new skills relevant to the contract and progress their careers.; As part of our ISO 9001 certification we have robust processes in place to identify and manage the risks of modern slavery in the delivery of our contract, including within our supply chain. This involves conducting due diligence on suppliers, implementing policies and procedures to prevent modern slavery, and providing training and awareness programs for staff and suppliers.; Through these actions, Intuity Communications strives to create a more inclusive and equitable work environment, where all individuals, have the opportunity to thrive and succeed.

Pricing

• Price: £9.99 to £107.99 a licence a month
• Discount for educational organisations: Yes
• Free trial available: Yes
• Description of free trial: Intermedia is able to undertake to provide a structured and controlled formal Proof of Concept (POC). This would be on a trial basis which would require further scope, measurement criteria and consideration of potential cost implications to be agreed.

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 MarkBridgman@IntuityComms.com. Tell them what format you need. It will help if you say what assistive technology you use.