Chess CyberSecurity Ltd

Cloud Voice from Chess ICT

Cloud Voice is a hosted business telephone service. It provides an extensive range of features via an easy-to-use web portal, helping you work better together and connect you with your people

Features

• Simple to use Admin interface
• Handset, UC Softphone, UC Mobile App and Teams Integration capability
• Call Hunt Groups
• Call Queue Groups
• Contact Centre Groups
• IVR (Auto Attendant)
• Call Recording
• Dashboarding and Reporting
• CTI Integration
• Reception Console

Benefits

• Completely Cloud Based Communications
• Self Service Capability with Full Support
• Make and Receive Calls from Anywhere
• Flexible Add On Pricing per User for Bolt Ons
• 99.99% Uptime Guarantee
• Integrated IM, Presence, Video Calls and Conferencing
• Inclusive UK Local/National and Mobile Minutes per User per Month
• Present any outbound number required
• Hot Desking
• Built in Fraud Management and Protection

£7.50 a user

• 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 bids@cyberlab.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

883819090169817

Contact

Joanne Austin
08000461688
bids@cyberlab.co.uk

Service scope

• Software add-on or extension: No
• Cloud deployment model: Public cloud
• Service constraints: None
• System requirements:
  • PC Softphone/UC Client = Minimum Windows 7SP1
  • 4GB RAM, Min 1.5Ghz CPU
  • Open GL 1.5 or higher, 215mb of disk space.
  • Internet Bandwidth = 64kbps per concurrent call

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: SLA P1 = 1 Hour, SLA P2 = 6 Hours, SLA P3 = 8 Hours
• User can manage status and priority of support tickets: No
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: No
• Onsite support: Onsite support
• Support levels: SLA P1 = 1 Hour, SLA P2 = 6 Hours, SLA P3 = 8 Hours
• Support available to third parties: No

Onboarding and offboarding

• Getting started: Full feature and instruction guides, video based training, on premises or virtual class based training along with Adoption and Change Management consultancy if required
• Service documentation: Yes
• Documentation formats:
  • PDF
  • Other
• Other documentation formats: Online Web Based
• End-of-contract data extraction: Call Recording data can be downloaded. Other data is deleted from the system upon contract cease
• End-of-contract process: The customers service can pass to a new provider or the customer can enter into a new contract.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
• 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: All features available within the Dekstop Client are available in the Mobile client
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: A dedicated customer portal interface to manage and adapt the service as and when required. Delegated permissions can be allocated to in house service personnel on a company wide or site based level as required.
• Accessibility standards: None or don’t know
• Description of accessibility: Supports Hi-Contrast mode facilities for all web interfaces and applications
• Accessibility testing: None or dont know
• API: No
• Customisation available: Yes
• Description of customisation: Customisation based upon a base platform with applicable add ons per user for various services such as Call Recording, Call Reporting and Dashboards, CTI Integration, Teams Integration and Reception Console

Scaling

• Independence of resources: The underlying network covers the UK for both Voice and Data access, the architecture by its nature has significant capacity driven by multiple levels of resilience. The architecture itself is componentised, allowing the ability to build out additional capacity as required. Capacity planning processes are in place that constantly reviews utilisation, resilience and sales forecasts to build out these components in a timely fashion.

Analytics

• Service usage metrics: Yes
• Metrics types: Uptime statistics upon request. Specific call usage cia CDR records. In depth information as standard via the Administration Portal for call trends and basic analytics
• Reporting types: Reports on request

Resellers

• Supplier type: Reseller providing extra features and support
• Organisation whose services are being resold: Gamma

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
• 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: ‘IT Health Check’ performed by a CHECK service provider
• Protecting data at rest: Physical access control, complying with another standard
• Data sanitisation process: Yes
• Data sanitisation type: Deleted data can’t be directly accessed
• Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v.30, CAS (Sanitisation) or ISO/IEC 27001

Data importing and exporting

• Data export approach: Data export for Call Recording is undertaken via a web browser
• Data export formats: CSV
• Data import formats:
  • CSV
  • Other
• Other data import formats: Excel

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: All measures are Monthly = Core Services 99.95%, Portal Availability 99.9%, Call Routing Services 99.0%
• Approach to resilience: For resilience, fixed voice and data services are spread across four main locations and key product platforms are located in at least two of these locations, with the ability for each node to act independently should one fail. As a result, typical achievements of 99.999% availability for these products is met. The network incorporates a number of options for the routing of calls which are invoked automatically, should the primary route fail. There are multiple SIP points of interconnect with all the key UK voice carriers, which are hosted at each of the core network sites and operate independently. These are used to their full potential to provide as many routing options as possible to manage the network traffic.
• Outage reporting: Subscription to notification systems via the Portal are available for outages and planned downtime

Identity and authentication

• User authentication needed: Yes
• User authentication: 2-factor authentication
• Access restrictions in management interfaces and support channels: System admin defined through the Admin Portal which can easily disable and enable users when required
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • 2-factor authentication
  • Other
• Description of management access authentication: User defined password with high degrees of complexity to include uppercase, symbols and numbers to a minimum length of 8 characters. MFA via Microsoft Authenticator, Google Authenticator and others supported

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: User-defined
• Access to supplier activity audit information: Users have access to real-time 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: 21/02/2023
• What the ISO/IEC 27001 doesn’t cover: None
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: Yes
• Who accredited the PCI DSS certification: Barclays
• PCI DSS accreditation date: 25/05/2023
• What the PCI DSS doesn’t cover: None
• 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
  • Other
• Other security governance standards: ISO 22301, ND1643
• Information security policies and processes: Where appropriate standards exist, full compliance and certification has been pursued. Additionally, following industry best practice guides such as ITIL for service management and GPG13 for protective monitoring. The management of risk is a primary driver and underpins the governance and compliance activities. Risk registers are regularly reviewed, and key operational staff responsible are fully apprised of open risks and status of mitigation.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: All change requests are submitted and reviewed by Compliance and our dedicated Ops change Board for all potential impacts.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: All services are closely monitored, and system and security logs streamed to central servers for analysis and alerting. An aggregation platform accepts output from the various vendors and proprietary systems for analysis and reporting. In addition to comprehensive alerting, this offers a proactive approach for preventing services issues through the trend analysis and anomalous behaviour. The platform enforces compliance with best practice and standards and internal security policies for access and management. Where applicable, monitoring is designed to support controls detailed within the best practice guide for Protective Monitoring for HMG ICT Systems, GPG13, published by National Cyber Security Centre(NCSC).
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: All services are closely monitored, and system and security logs streamed to central servers for analysis and alerting. An aggregation platform accepts output from the various vendors and proprietary systems for analysis and reporting. In addition to comprehensive alerting, this offers a proactive approach for preventing services issues through the trend analysis and anomalous behaviour. The platform enforces compliance with best practice and standards and internal security policies for access and management. Where applicable, monitoring is designed to support controls detailed within the best practice guide for Protective Monitoring for HMG ICT Systems, GPG13, published by National Cyber Security Centre(NCSC).
• Incident management type: Supplier-defined controls
• Incident management approach: All data incidentsshould now be reported through the OneTrust system.This is a privacy management platform that will provide automated functions and better management of many data protection aspects.

Secure development

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

Public sector networks

• Connection to public sector networks: Yes
• Connected networks: Joint Academic Network (JANET)

Social Value

• Social Value:

  Social Value

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

  Fighting climate change

  "We have an environmental statement and are working to improve our ESG governance generally. Wwe formulated a plan to become net zero by 2030 which is available on our website.; What we are doing to reduce our emissions ; -Our People – we launched a WIKI within Teams containing advice on how to minimise your environmental impact. ; -Our Suppliers – 95% of our environmental impact comes from suppliers. We have reviewed our supplier onboarding process to score their environmental impact and are in discussion with Key suppliers so we understand what they are doing to limit Carbon emissions and how we can work with them to make this happen.; -Our Customers – our sales efforts focus on transitioning customers to cloud services and low energy products such as FTTP. These are more efficient and will reduce emissions over time.; 95% of our emissions are from our supply chain/customer usage of our products and we are working on our supplier strategy to fully understand their plans and as well as proactively transitioning our customers onto more environmentally responsible products and services (e.g. Broadband -> FTTP) to help them hit their targets. ; 5%- us We have moved to 96% home working, reduced our office footprint from 6 to 1 and have seen a substantial reduction in our emissions and utilities usage (reported annually). This equates to over 350 people no longer commuting. ; Our People come together if they need to at head office or in a network of small hubs, for example all teams meet at least once per quarter and some choose to more frequently. ; This cuts carbon emissions significantly as ; -over 350 people no longer need to commute every day, ; -over 90% of internal, supplier and customer meetings take place over Teams ; -We reduced our office footprint from 6 to 1.

  Covid-19 recovery

  Cyberlab have in place a robust and tested Business Continuity Plan, recovery for pandemics would be included within this BCP.

  Tackling economic inequality

  "Our UK sites sponsor twelve charities a year. One of the main philanthropic successes we have seen in recent years is the launch of our Engage platform. Successfully linking Culture and Charity by introducing a fun and quick way to provide companywide recognition and praise for all to see. All our people are encouraged to recognise when their colleagues have performed well by giving them ‘Praise’, The best thing about this – every time someone is praised, they get to donate £1 to one of the 12 Charities. In 2023, we raised £9,000 through Praise recognition, which was part of the £45,000 total we donated.; When things happen in the world that we've not planned for, people will turn to their leaders to see how we will support them, recently, we sent medical and food supplies to the Romania – Ukraine border and donated to the Red Cross Ukraine Crisis Appeal.; Recent Regional and National Charity initiatives ; Bare Necessities; Bare Necessities is a toiletry bank based in South Manchester, founded by two friends, determined to do something to help local people have equal access to personal hygiene products. We have set up toiletry drop off points at each of our hubs and will regularly be delivering these to be put into hygiene kits.; ; Mission Christmas Toys for Kids Appeal; Our people can gift £5 per month to go towards the Mission Christmas Toy Appeal that runs across the UK. ; ; Wrap Up Campaign; Wrap Up is a project run by various Rotary Clubs working in partnership across the UK to provide coats directly to people across the UK. Each hub became a drop off point and our people donated over 50 of their old coats which were then circulated to the collection points across the UK."

  Equal opportunity

  "Our People have told us that they want to work flexibly and so the ability to work from different locations utilising all of the new technology we have embraced during the pandemic has become our new normal in terms of our working practices. This opens up an exciting opportunity to widen our recruitment activities to include groups of people who previously were not open to us because of the geographic and physical barriers that working in a fixed location bring. Removing these barriers and proactively searching out new ways to attract and recruit people from all areas of society will enable us to grow a much more diverse workforce with all of the cultural, social and financial benefits that this brings.; we have always considered that we drive a culture that promotes inclusion and diversity. We have always celebrated all our people's successes, but complacency is dangerous and there is always more we can do. We pay close attention to what other organisations are doing, we listen to our people, and our goal is to drive hard in this area, providing the opportunity for all who wish to take it.; ; Economic – employment, training and work-experience opportunities; We support localisation in the delivery of services through:; ; a)Local employment; We proactively look at ‘local’ employment, training and work-experience opportunities for individual where this is appropriate and deliverable. ; ; b) Apprenticeships; Graduate and Apprentice Schemes - We employ 5no apprentices across the business including IT and people support. ; ; c) Employability Training ; We offer young people employability training via interview practice, CV assistance and familiarisation with an office environment. We have previously offered work experience and apprenticeships to young people we have been introduced to via this scheme."

  Wellbeing

  "Communication and collaboration are vital to maintaining energy and focus especially with most employees choosing to work from home.; ; Staff are encouraged to meet with their teams at one of the local hubs in a network spread across the UK. And there are two annual conferences to celebrate success and bring people together.; ; All teams have daily Teams 'huddles' to set the focus for the day and share any issues, as well as monthly 121s. Employees get monthly updates from the Chairman and Board of Directors to keep them up to speed on business performance, with daily 'need to knows' posted on internal channels. Additionally, the chairman hosts monthly lunches, allowing employees to express any concerns directly.; Working together in a positive environment; Every day, we encourage, motivate, and support each other to maintain a friendly positive atmosphere where everyone feels valued and cared for. We have created a culture that is inclusive and diverse where everyone is encouraged to bring innovative new ideas to the table and work together to achieve our organisational goals. It’s a place where hard work and success is rewarded. All our people set Goals and Responsibilities tied to our Blueprint which are reviewed regularly throughout the year, as well as a Personal Development Plan outlining their short and long term career objectives – both within and outside ; ; • We are advocates of diversity and inclusion, and our culture is open to everyone.; • Looking after our employees - Future Fit wellbeing - ; • Early career apprenticeship and graduate programmes ; • Passionate about encouraging and supporting women in tech, with above average industry standards for women in tech and females in leadership roles - International Women’s Day - ; • Flexible working options for every employee where possible "

Pricing

• Price: £7.50 a user
• Discount for educational organisations: Yes
• Free trial available: Yes
• Description of free trial: Proof of Concept with features and functions as per requirements (including bolt ons were required) free of charge for 30 days
• Link to free trial: https://chessict.co.uk/media/3387/cloud-voice-brochure-mar-2021.pdf

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