PURE IP LIMITED

Managed integration for Analog Devices (SIP Connect)

SIP Connect enables organisations to integrate analogue and SIP‑registered devices—such as fax machines, paging systems, door entry units, DECT handsets, and video conferencing endpoints—directly into a cloud telephony environment using secure SIP endpoints, reducing separate service dependencies and simplifying telephony modernization.

Features

• Supports analogue devices via SIP‑registered ATA units.
• Connects SIP‑registered devices including video conferencing units.
• Username‑password authentication instead of fixed public IPs.
• Flexible relocation of connected devices without reconfiguration.
• Works alongside cloud telephony platforms and SIP migrations.
• Consolidates legacy device connectivity into one managed service.
• Reduces need for separate PSTN or analogue lines.
• Integrates paging, tannoy, door entry, and DECT systems.

Benefits

• Simplify infrastructure by consolidating device connectivity.
• Reduce costs by removing separate analogue lines.
• Maintain continuity for essential analogue hardware.
• Improve flexibility by relocating devices easily.
• Reduce complexity during cloud telephony migration.
• Enhance management through unified voice solutions.
• Enable hybrid environments with legacy device support.
• Standardize telephony across diverse device types.
• Support smoother PSTN replacement initiatives.

Service documents

• Pricing document

  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 g-cloud@pure-ip.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

896593081998539

Contact

Pure IP G-Cloud Team
02039911100
g-cloud@pure-ip.com

About your service

• Service categories:

  Applications

  Collaborative

  • Team collaboration
• Multi cloud support: No

Service scope

• Software add-on or extension: Yes, but can also be used as a standalone service
• What software services is the service an extension to: Any SIP Enabled PBX or Session Border Controller (SBC)
• Cloud deployment model: Private cloud
• Service constraints: The service supports most analogue and SIP‑registered devices but excludes lifts, alarm systems, credit‑card/payment terminals, banking machines, and emergency or backup phones. Each device requires its own SIP endpoint. Reliability depends on the stability of customer networks and ATA/SIP device compatibility. Audio‑quality variations may occur depending on legacy device capabilities. Customers must provide suitable network connectivity and power for on‑premise hardware. For regulated environments, additional testing may be required to validate device behaviour.
• System requirements:
  • Compatible analogue device connected via ATA.
  • Supported SIP‑registered device or SIP client.
  • Ability to authenticate via SIP username/password.
  • Proper LAN configuration for SIP/RTP traffic.
  • Sufficient bandwidth for voice traffic.
  • Accessible firewall rules for SIP and RTP.
  • Local power supply for connected devices.

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
• Onsite support: No
• Support levels: We provide 24/7/365 managed support through phone, email and an online ticketing system, with all incidents logged, prioritised, 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.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Pure IP provides a guided onboarding process to identify required analogue or SIP‑registered devices and determine compatible ATAs, SIP clients, and integration points. Engineers provision SIP endpoints, supply credentials, and validate network requirements such as NAT, firewall rules, and QoS. Customers receive configuration guidance for ATAs and SIP‑registered devices, along with best practices for placing devices within their LAN.; Testing includes inbound/outbound calling, DTMF, fax transmission (where applicable), paging activation, and device behaviour across customer use cases. The service is typically deployed as part of a broader cloud telephony or PSTN‑replacement project, ensuring that analogue devices continue functioning without separate lines or legacy PSTN services.; Administrators receive documentation and support for adding, relocating, or replacing devices. Ongoing access to Pure IP’s technical teams ensures smooth adoption, operational stability, and future expansion as legacy devices are phased out or modernised.
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: At the end of the contract, customers retain full access to all data and configuration records associated with the services delivered. Pure IP provides structured termination assistance to ensure a smooth transition to the customer or their successor supplier, preventing service disruption and supporting continuity.; During the transition period, Pure IP continues to deliver agreed services—provided applicable service fees remain current—while making all relevant data, documentation, and work product available in an agreed, transferable format to avoid unnecessary rework or data conversion. This includes call‑routing configurations, number inventories, service design artifacts, and operational handover materials.; Customers may continue to access Pure IP and third‑party portals for the duration of the transition period to extract reporting, number information, and configuration data.; All telephone numbers previously ported to Pure IP, as well as numbers allocated by Pure IP, are released to the customer’s new provider upon written request, subject to regulatory constraints and settlement of outstanding fees.; Termination assistance is provided at cost, with no degradation of service levels, ensuring customers can extract all required data and complete their off-boarding efficiently and securely.
• End-of-contract process: At the end of the contract, the off-boarding and transition process follows the contractually agreed renewal and termination clauses. Upon receiving notice, Pure IP provides structured exit assistance to enable a smooth transition to the customer or their successor supplier. This includes maintaining service quality during the agreed transition window, providing access to relevant portals, and delivering all data and work product in an agreed format for efficient knowledge transfer. Customers may request release of ported‑in or Pure‑IP‑allocated numbers to their new provider, subject to regulatory rules and all due fees being settled. ; ; Included at no additional charge are:; -Access to portals during the transition period for data extraction.; -Transfer of customer-owned data and work product in an agreed format.; -Preparation of an updated exit‑assistance plan when requested, where the plan update itself is produced without additional cost. ; ; Chargeable items include:; -Termination assistance services (e.g., engineering, project management) provided at cost.; -Any required resources such as technical architects, engineers, or PMs at their defined rates.; -Any non‑standard or additional transition activities beyond the scope of the agreed exit‑assistance plan.
• Documentation accessibility standard: None or don’t know
• How the documentation is accessible: All materials are delivered in digital format and made available for download or through centralized online portals. During onboarding, customers receive direct links or attachments to administrator guides, end‑user quick‑starts, and configuration instructions. These remain accessible throughout the contract lifecycle for reference or retraining. Offboarding documentation follows the same accessible format, outlining number porting, service deactivation steps, data retention, and handover processes.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
• Application to install: No
• Designed for use on mobile devices: No
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: SIP Connect devices register to a dedicated SIP endpoint within Pure IP’s voice network using secure credentials. Administrators configure and monitor devices through their existing telephony or device‑management interfaces, while Pure IP manages the SIP endpoint, routing, and back‑end infrastructure. The service integrates seamlessly with cloud telephony platforms, managed voice services, and hybrid environments.
• Accessibility standards: None or don’t know
• Description of accessibility: The service is accessible through Pure IP’s web-based customer portal, supporting standard browser accessibility features . Users can raise and track support tickets, submit number porting orders, purchase new numbers and channels, view usage reports, access service documentation, manage billing profiles, and view or pay invoices. The portal provides real‑time updates, communication with support engineers, and visibility of order progress, ensuring an accessible and efficient self‑service experience for UK public sector customers.
• Accessibility testing: Pure IP is actively improving the accessibility of core portal functions such as ticket submission, number requests, porting orders, and billing access to ensure they operate effectively with screen readers and keyboard navigation. This work forms part of our ongoing commitment to supporting users of assistive technologies.
• API: No
• Customisation available: No

Scaling

• Independence of resources: We guarantee resource independence by isolating customer environments at both the portal and network layers.; All customer data in the Customer Portal is fully segregated, ensuring users only access their own records, reports, and configurations.; On the network side, our carrier‑grade UK SBC clusters enforce strict per‑customer separation: each customer trunk is configured with its own Call Admission Control (CAC), Calls Per Second (CPS) limits, routing policies, and capacity safeguards.; This ensures that one customer’s traffic load cannot impact another’s service performance, stability, or quality.

Analytics

• Service usage metrics: Yes
• Metrics types: We provide service metrics through the Pure IP Customer Portal, giving customers visibility of their service performance. Available metrics include call detail records (CDRs), concurrent and peak call usage, number and channel utilization, inbound/outbound traffic patterns, top numbers by volume or cost, and billing‑related reporting. These can be viewed online or exported as CSV/PDF for further analysis, helping customers monitor usage, track trends, and validate service performance.
• Reporting types:
  • Real-time dashboards
  • Regular reports
  • Reports on request
• Resource tagging: No
• FOCUS resource tagging: No

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Baseline Personnel Security Standard (BPSS)

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 4.0)
• Penetration testing frequency: At least once a year
• Penetration testing approach: NCSC approved service provider
• Protecting data at rest:
  • Physical access control, complying with CSA CCM v4.0
  • Encryption of all physical media
• Data sanitisation process: Yes
• Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v4.0, CAS (Sanitisation) or ISO/IEC 27001
• Data sanitisation type:
  • Deleted data can’t be directly accessed / Cryptographic Erasure
  • Data Erasure
  • Physical Destruction / Hardware containing data is completely destroyed

Data importing and exporting

• Data export approach: Admins and users can export their data directly from the Pure IP Customer Portal. The portal provides export options for call records (CDRs), billing reports, service inventories, and usage data. Exports are available in secure CSV or PDF formats, allowing customers to download, filter, and store their data as needed.
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • Pdf
  • Xls
• Data import formats: CSV

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • Private network or public sector network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Other
• Other protection within supplier network: Firewalls, access lists & everything is privately connected.

Availability and resilience

• Guaranteed availability: Pure IP guarantees 99.99% service availability for its voice platform, covering the ability to process and route calls ; Availability is calculated monthly, excluding planned or emergency maintenance, per‑customer access issues, and other defined exclusions. The service is delivered from resilient UK data centers with redundant SBCs, multiple carrier interconnects, and automatic fail-over to protect uptime. ; SLA Commitments; - Uptime: 99.99% availability guarantee.; - Critical Incident Response: Within 15 minutes; restoration typically within 4 hours. ; - Service Requests: Standard requests typically completed within 1 business day. ; Refunds / Service Credits: ; If availability falls below guaranteed levels, Pure IP issues Service Level Credits, calculated as a percentage of the customer’s monthly service charge for the affected period. The credit formula is defined contractually and increases for repeated SLA breaches. ; Customers are notified in writing when credits apply, and uplifted credits are used for repeated SLA failures.
• Approach to resilience: SIP Connect leverages Pure IP’s resilient global voice network and managed voice backbone. Devices authenticate to redundant SIP infrastructure designed for high availability, with geographically diverse routing and built‑in fault tolerance. Cloud telephony integrations benefit from carrier‑grade stability, proactive monitoring, and automated failover. The service forms part of Pure IP’s broader secure, resilient voice ecosystem, with options to integrate into multi‑site or hybrid environments for enhanced continuity. Detailed architecture documentation is available on request.
• Outage reporting: Email alert

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: We restrict access to management interfaces and support channels using strict role‑based access controls and the principle of least privilege. Access rights are defined in our Access Control Policy, ensuring users only receive the permissions required for their role. ; Production systems, databases, and applications are protected with role‑based security privileges, independently verified in the SOC 2 Report; All access requests follow an approval workflow, logged and reviewed regularly. Support channels, including the Customer Portal, enforce permission‑based visibility and action controls to prevent unauthorized access.
• Access restriction testing frequency: At least once a year
• 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: At least 12 months

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards:
  • CSA CSM version 4.0
  • ISO/IEC 27001
  • Other
• Other security governance standards: Pure IP holds the following externally audited certifications:; - ISO 27001 certification for our ISMS ; - Cyber Essentials Plus certification; - SOC 2 Type 2 certification, covering security, availability and confidentiality controls, assessed annually.
• Information security policies and processes: Pure IP operates a formal Information Security Management System (ISMS) built on ISO/IEC 27001, supported by a comprehensive suite of security policies. These include the Acceptable Use, Access Control, Information Classification & Handling, Desktop & Mobile Device Security, Human Resources, Physical & Environmental Security, Third‑Party Security, and Secure Software Development policies, all recorded within the ISMS and reviewed at least annually. ; Reporting Structure:; Security governance is overseen by the Information Security Team, comprising the CISO, VP Operations, Network Operations Manager, IT Engineers and the DPO, with key roles including the ISMS Manager and Security Compliance Analyst ; Senior management formally assigns responsibility for defining, implementing and maintaining security policies, and the IS Team meets periodically to review compliance, risks, and metrics. ; Ensuring Policies Are Followed:; Policies are published internally, distributed as mandatory read‑and‑acknowledge tasks, with automated reminders to employees and managers, plus full audit reporting. Compliance is reinforced through onboarding, annual security training, HR procedures, and incident‑management requirements. ; This governance model ensures continuous compliance, accountability, and alignment with regulatory and contractual obligations.
• 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: Our configuration and change management follow our ISO 27001 aligned ISMS and formal Change Management Policy. All service components are tracked in an internal CMDB, recording configuration items, dependencies and full change history. Changes are raised in ServiceNow, where they undergo documented risk, impact and security assessment, including test and rollback plans, before approval. Only authorized approves can implement changes, and all updates are logged, reviewed, and linked to lifecycle records. This ensures every modification is controlled, auditable, and security‑validated.
• Vulnerability management type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Vulnerability management approach: Our vulnerability management process follows our ISO 27001 aligned ISMS and documented Pure IP vulnerability Management Process. We subscribe to multiple industry threat‑intelligence sources and continuously assess emerging vulnerabilities against our potential attack surface.; We conduct regular automated scans, review external advisories (for example Notification: Vulnerability in OpenSSH: regreSSHion), and classify findings for remediation. ; We patch systems monthly, unless a high‑risk vulnerability is identified, in which case accelerated remediation is applied sooner.
• Protective monitoring type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Protective monitoring approach: We use continuous protective monitoring across our platforms, supported by threat‑intelligence feeds, automated alerting, and regular penetration testing. Potential compromises are identified through log analysis, anomaly detection, vulnerability alerts, and intelligence reports. When a potential compromise is found, we immediately investigate, contain the issue, and identify techniques for mitigation or remediation and apply the selected method as soon as possible. Incident response is aligned with our ISO 27001/SOC 2 processes, with rapid escalation and 24/7 operational support to ensure timely handling of security events.
• 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: We use pre‑defined incident‑management processes for common events, including classification, triage and escalation, as documented in our Incident Management and Security Incident Management procedures. Users can report incidents by email, phone, IM, or directly via our Customer Portal, where tickets are logged in ServiceNow and prioritized automatically. Potential incidents are triaged using defined severity levels (P1–P4), with escalation to specialist teams when required. We provide incident reports through the portal or directly to customers, including root‑cause analysis for major incidents.
• 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: No
• Free trial available: No

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

• Less than £250,000: 5%
• Between £250,000 and £500,000: 8%
• Between £500,001 and £1,000,000: 10%
• Between £1,000,001 and £2,500,000: 12%
• Between £2,500,001 and £5,000,000: 15%
• Over £5,000,001: 20%

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

Service documents

• Pricing document

  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 g-cloud@pure-ip.com. Tell them what format you need. It will help if you say what assistive technology you use.