ACCELERAATE LIMITED

Zoom Phone by Acceleraate

Zoom Phone is a cloud-based enterprise telephony platform providing secure, reliable voice services with global coverage. It integrates with Zoom’s collaboration tools and supports advanced call management, analytics, and AI-enabled features, enabling organisations to connect users, manage communications, and scale services efficiently. Delivered and supported by an accredited Zoom partner.

Features

• Cloud-based enterprise voice calling with global coverage
• Direct routing and integrated PSTN connectivity options
• Advanced call handling and intelligent routing features
• Real-time call analytics and usage reporting
• Voicemail transcription and AI-assisted call summaries
• Centralised number management and provisioning tools
• Secure voice encryption and compliance controls
• Mobile, desktop, and desk phone client support
• Integration with Zoom Meetings, Zoom Team Chat, Microsoft Teams
• High-availability architecture with geographic redundancy

Benefits

• Reduce telephony infrastructure costs through cloud-based voice services
• Enable flexible working with secure mobile and desktop calling
• Improve call handling efficiency through intelligent routing features
• Increase service reliability with resilient cloud architecture
• Simplify user management through centralised administration tools
• Accelerate onboarding through rapid number provisioning
• Reduce support effort with integrated diagnostics and reporting
• Improve collaboration through unified voice and messaging
• Support business continuity through geographic redundancy
• Leverage market-leading HD voice quality (independently tested)

• Education pricing available
• Free trial available

Service documents

• Pricing document

  ODS

• 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 frameworks@acceleraate.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

895922016735852

Contact

Matt Cowell
0161 552 5852
frameworks@acceleraate.com

About your service

• Service categories:

  Applications

  Collaborative

  • Team collaboration
• Multi cloud support: No

Service scope

• Software add-on or extension: No
• Cloud deployment model: Public cloud
• Service constraints: Not applicable.
• System requirements:
  • Internet connection—broadband wired or wireless
  • Speakers and microphone—built-in, USB, or wireless Bluetooth connectivity supported
  • Webcam or HD webcam—built-in or USB plug-in optional
  • See more here: https://support.zoom.com/hc/en/article?id=zm_kb&sysparm_article=KB0060748

User support

• Email or online ticketing support: Yes, at extra cost
• Support response times: Acceleraate offers two Technical Support tiers for Zoom, subject to client needs: ; ; 1) Standard Support (Monday to Friday 09:00-17:00, excluding Bank & Public Holidays in England); ; 2) Premier Support (24x7x365). We prioritise support tickets from P1 to P4 and encourage customers to contact us via our Support Portal for optimised response times. Our response time for P1 is 30 minutes with Premier Support.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: 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: Standard Support is Monday to Friday 09:00-17:00, excluding Bank & Public Holidays in England. ; ; Response times are:; 1 hour for P1 – Urgent; 2 hours for P2 - High; 1 business day for P3 Medium; 2 business days for P4 - Low; ; Premier Support (for an additional fee) provides 24/7 coverage and has response times of:; 30 minutes for P1 – Urgent; 1 hour for P2 - High; 4 hours for P3 - Medium; business day for P4 - Low; ; Enhanced plans (available for an additional fee) such as Premier Assurance, and Premier+ offer additional benefits, including faster response times, structured escalation paths, and defined service level objectives/agreements to address issues efficiently. Features like priority response and advanced technical assistance vary depending on account type, user type, and account configuration.; ; These options allow organisations to select the support level that aligns with their operational needs and ensures rapid resolution of any issues, minimising disruption and maintaining seamless collaboration.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Acceleraate provides structured onboarding and implementation services for organisations adopting Zoom Contact Center, Zoom Phone, and related services. Onboarding begins with discovery and mobilisation workshops to confirm technical, operational, and training requirements. Implementation, configuration, and validation activities are delivered in collaboration with customer teams. Role-based training is provided for users, supervisors, and administrators through live remote sessions, recorded materials, and supporting documentation. Customers are supported in accessing Zoom’s Customer Success programme, including the Zoom Learning Center, product documentation, community resources, and onboarding webinars. Following go-live, proactive adoption and enablement activities are delivered to support effective platform usage. Comprehensive user guides, operating procedures, and knowledge resources are provided to support ongoing self-service.
• Service documentation: Yes
• Documentation formats: HTML
• End-of-contract data extraction: If information or data in your Zoom account needs to be maintained for any reason, including legal preservation obligations, it is the responsibility of the Zoom Account Owner to download and preserve that data as needed. Resources and support articles for downloading and saving that data are provided on the Zoom support site.
• End-of-contract process: Upon termination of the customer's contract, Zoom will deactivate all user IDs associated to that billing account and delete any saved recordings.; ; Zoom has a data retention standard that details how data is deleted when a customer terminates service (i.e., purged on day 31). Furthermore, our Data Protection Standard states how Zoom must sanitise media. Zoom has a process for records retention to ensure that Personal Information is retained for no longer than necessary to fulfill the obligations or meet legal retention requirements.
• Documentation accessibility standard: EN 301 549

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
• Application to install: Yes
• Compatible operating systems:
  • Android
  • IOS
  • Linux or Unix
  • MacOS
  • Windows
  • ChromeOS
  • Other
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: See the link below for a comparison of features between the Zoom desktop clients, mobile apps, web client, and Zoom Web App:; https://support.zoom.com/hc/en/article?id=zm_kb&sysparm_article=KB006552
• Service interface: Yes
• User support accessibility: EN 301 549
• Description of service interface: Zoom offers consolidated administration through the Zoom web portal, allowing account administrators to efficiently manage a geographically distributed organization from a single interface. End users can also access their setting via the same portal, which administrators can configure with granular controls. Customers often choose Zoom for the simplicity and intuitiveness of the Zoom web portal, enabling IT teams to quickly adopt automated workflows and integrate seamlessly with existing systems.
• Accessibility standards: EN 301 549
• Accessibility testing: Zoom conducts accessibility testing for new features through an in-house team of dedicated accessibility professionals.
• API: Yes
• What users can and can't do using the API: The Zoom API is the primary means for developers to access a collection of resources from Zoom. Apps can read and write to the resources and mirror some of the most popular features available in Zoom Web Portal such as creating a new meeting, creating, adding and removing users, viewing reports and dashboards on various usage, and so on using the Zoom API. Depending on your app’s use case, you can choose from our various APIs and implement the features accordingly. All APIs under the Zoom API are based on REST architecture and are accessed via HTTPS at specified URLs. The base URL for all requests is https://api.zoom.us/v2/. The complete URL varies depending on the endpoint of the resource being accessed. For instance, you can list all users on an account via a GET request to this URL: https://api.zoom.us/v2/users/. Within our API reference pages, you can send test requests and view responses. You can also view the code for the request in various languages such as Python, Node, Java and more. With each release, we add additional APIs and enhancements to meet the needs of our customers.
• API documentation: Yes
• API documentation formats: Other
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Acceleraate provides customisation services for Zoom Contact Center, Zoom Virtual Agent, and Zoom Phone, including IntegrationHub, off-the-shelf integrations, customised Zoom Apps, and third-party software connectors.; ; Zoom offers multiple customisation options through its App Marketplace, which brings together integrations, apps, and bots developed by Zoom, third-party providers, and customers. The Marketplace hosts over 2,500 applications and integrations, enabling organisations to extend platform functionality to meet operational requirements.; ; In addition, Zoom’s APIs enable secure extension of core platform services, supporting integration with CRM, service management, and line-of-business systems. APIs support functions including user provisioning, reporting, dashboard access, call handling, and workflow automation.; ; Acceleraate designs, implements, and supports these integrations in line with customer governance, security, and compliance requirements.

Scaling

• Independence of resources: Zoom’s unique architecture allows us to quickly and easily scale to meet demand. We maintain excess capacity in all aspects of our infrastructure to accommodate growing business, healthcare, and education needs and to meet peak usage requirements. Our proven infrastructure supports billions of meeting minutes a month and our architecture is built to handle growing levels of activity, as our unified communications platform is architected from the ground up to address the most technologically difficult aspect of communications: video. Our modern cloud architecture gives our platform its trademark reliability, quality, and scalability.

Analytics

• Service usage metrics: Yes
• Metrics types: The Zoom Dashboard allows administrators on the account to view information ranging from overall usage to live data relating to Zoom solutions. This data can be used to analyse issues that may have occurred as well better understand how users are intreacting with the Zoom platform within your organisation.
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request
• Resource tagging: No
• FOCUS resource tagging: No

Resellers

• Supplier type: Reseller providing extra features and support
• Organisation whose services are being resold: Zoom Communications, Inc.

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: None

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: Yes
• Datacentre security standards: Complies with a recognised standard (for example CSA CCM version 4.0)
• Penetration testing frequency: At least every 6 months
• Penetration testing approach: Another external penetration testing organisation
• Protecting data at rest: Physical access control, complying with SSAE-18 / ISAE 3402
• Data sanitisation process: Yes
• Equipment disposal approach: A third-party destruction service
• Data sanitisation type: Explicit overwriting of storage before reallocation / Secure Erase

Data importing and exporting

• Data export approach: Reports and recordings can be exported via the Zoom web portal as required.
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • MP4
  • MP3
  • M4A
  • VTT
  • JSON
• Data import formats:
  • CSV
  • Other
• Other data import formats: SAML

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • TLS (version 1.2 or above)
  • Legacy SSL and TLS (under version 1.2)
  • Other
• Other protection between networks: Zoom’s infrastructure for real-time video, audio, and data runs on dedicated servers within SSAE 16 and SOC 2 compliant data centers. Zoom sessions are temporary, operating similarly to mobile conversations over public networks. Data in transit between Zoom clients and data centers is secured using Secure Real-time Transport Protocol for media and TLS 1.2 with 256-bit AES-GCM encryption. Data at rest within Zoom’s data centers is protected with 256-bit AES-GCM encryption, ensuring end-to-end security, confidentiality, and integrity across all communications and stored content.
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Legacy SSL and TLS (under version 1.2)
  • Other
• Other protection within supplier network: Zoom follows OWASP standards to maintain robust internal security processes.

Availability and resilience

• Guaranteed availability: SLAs are addressed in Zoom's Master Services Agreement (MSA) and may include 99.9% uptime, excluding excused downtime (maintenance).
• Approach to resilience: Zoom web services leverage AWS high availability infrastructure with multi-region configuration operating in Active/Standby mode. For realtime communications, Zoom leverages multiple Tier 1 data centers running in Active/Active mode.
• Outage reporting: Zoom posts any general incident announcement and other announcements including scheduled maintenance, outages, updates, through our status page at status.zoom.us. For incidents affecting a specific customer, Zoom will notify the account owner and administrator(s) through email or as specified in fully executed agreement.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
• Access restrictions in management interfaces and support channels: Zoom offers Single Sign-On, based on SAML 2.0, for a secure login using company credentials, eliminating the need for a separate Zoom password. SSO works with platforms like Okta and Microsoft Entra ID.; ; Zoom automatically provisions users: if an account doesn't exist upon receiving the SAML response from the IdP, a new account is created.; ; Alternatively, users can log in via an OAuth process, allowing a pre-approved application to interact with Zoom on the user's behalf without manual password entry. The Zoom client also supports authentication via username and password. If SSO isn't used, Two-Factor Authentication (2FA) is recommended.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • Identity federation with existing provider (for example Google Apps)
  • 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: Between 6 months and 12 months
• Access to supplier activity audit information: Users contact the support team to get audit information
• How long supplier audit data is stored for: Between 6 months and 12 months
• How long system logs are stored for: Between 6 months and 12 months

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: Cyber Essentials, Cyber Essentials Plus, SOC2 Type 2, GDPR, TRUSTe Certified Privacy
• Information security policies and processes: Zoom's security policies are derived from ISO 27001 framework.
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Configuration and change management approach: Change triggers for unique processes and controls are: Code, Database, Infrastructure, Data.; ; Weekly meetings held to request changes that need to be performed during maintenance windows. Change requests are presented, validated, and scheduled. Changes are approved by the Change Manager. Implementation in production should not be by the same individual who developed the change. When staffing levels do not permit this separation, management oversight and approval of the change and testing process ensure appropriate processes are followed. Dev and test environments are physically and logically segregated from production. No customer data is used in testing.
• Vulnerability management type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Vulnerability management approach: Zoom has a formal Vulnerability Management Plan in place. Zoom performs monthly vulnerability and web application scanning using an external party (Qualys). Scan reports are reviewed by the Security and technical teams and discussed with the engineering and development teams. Validated findings are tracked via its JIRA system throughout remediation.; ; Zoom has a monthly patch cadence. Zoom will patch all applications, workstations, and servers (virtual or physical) with all current operating system, database, and application patches deployed in its computing environment according to a schedule predicated on the criticality of the patch. Maintenance/patching typically will have no service downtime.
• Protective monitoring type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Protective monitoring approach: Zoom has monthly vulnerability and web application scans. Findings are reviewed and validated by the technical and engineering team. Vulnerability rated on severity level and tracked via its JIRA system. Vulnerability fixes are release from the engineering team and follow our formal change management process for deployment to production. Zoom also has DDoS monitoring and Managed service in place. Affected traffic are diverted and filtered through a scrubbing centre.; ; Zoom responds to incidents as defined within its SOC2 report available on the Zoom Trust Center at https://www.zoom.com/en/trust
• Incident management type: Complies with a recognised standard, for example, CSA CCM v4.0 or ISO/IEC 27035:2011 or SSAE-18 / ISAE 3402
• Incident management approach: Zoom communicates the incident response policy to internal and external users and instructs users to contact their supervisor and the information security representative if they become aware of a possible security breach. When a potential security incident is detected, a defined incident management process is initiated by authorised personnel. Incidents are tracked through the tracking application, which includes the corrective actions implemented in accordance with the defined policies and procedures.
• Post-quantum cryptography secure: No

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 v4.0)

Public sector networks

• Connection to public sector networks: No

Pricing

• Discount for educational organisations: Yes
• Free trial available: Yes
• Description of free trial: Zoom provides a free Basic license that includes some of the features and functionalities of paid user licenses with a 40-minute meeting limitation, and basic, limited functionality. For further information please see the following link: https://zoom.us/pricing
• Link to free trial: https://zoom.us/pricing

Discount percentage by annual call-off contract value (excluding VAT)

• Less than £250,000: 0%
• Between £250,000 and £500,000: 0%
• Between £500,001 and £1,000,000: 0%
• Between £1,000,001 and £2,500,000: 1%
• Between £2,500,001 and £5,000,000: 3%
• Over £5,000,001: 5%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: No
• ISO 28000:2022 certification: No
• ISO 9001 certification: No
• Quality management systems (QMS): No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: D58174a4-31fd-42c0-b765-eadd68dbd898
• Cyber essentials plus: Yes
• Please provide your Cyber Essentials Plus Certificate Number: 3b650353-9530-4aab-94d0-c90799d590ef
• Other security certifications: No

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

    • Payment of more than the National Minimum Wage or National Living Wage (as appropriate) to the contract workforce
    • Volunteering opportunities for staff

Service documents

• Pricing document

  ODS

• 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 frameworks@acceleraate.com. Tell them what format you need. It will help if you say what assistive technology you use.