Creative Networks

3CX PBX VoIP Phone System

3CX Gold Partner offering the 3CX Phone System and communications management suite (software-based PBX for Windows). Works with SIP standard-based IP Phones, SIP trunks and VoIP Gateways. Our 3CX advanced certified support engineers will provide support for your 3CX phone system for Windows.

Features

• Helpdesk support (8:30 am to 6:00 pm Monday to Friday).
• 1st, 2nd & 3rd Line Certified Support Engineers.
• Out of hours and onsite support available.
• Third Party Support, monitoring and managing interactions with external parties.
• Online Booking Calendar (choice of time, date and support engineer).
• 3CX Gold Partner .
• Powerful real-time customisable switchboard function.
• Native Android and iOS VoIP apps continuously updated and tested.
• VoIP softphone and smartphone apps.
• Inbuilt tunnel to avoid remote firewall issues.

Benefits

• Support access through various channels including out of hours support.
• Reliable service, aligned to industry best practice (ITIL/ISO 27001/Cyber Essentials).
• Dedicated key point of contact in your Account Manager.
• Fast Resolution, fast first-time fix.
• Qualified Advanced Certified Support Engineers.
• 3CX Gold Partner Backing.

£7.50 to £30.00 a unit

• 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 aj@creative-n.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 13

Service ID

912500314401445

Contact

Azeem Javed
03303337337
aj@creative-n.com

Service scope

• Software add-on or extension: No
• Cloud deployment model:
  • Public cloud
  • Private cloud
  • Community cloud
• Service constraints: The Service Descriptions from Mircosoft are available at https://technet.microsoft.com/en-us/library/office-365-service-descriptions.aspx
• System requirements:
  • Windows 10 (not 7) for Windows Client
  • Chrome, Firefox or Edge recommended for Web Client
  • Android or iOS mobile client (not Windows Phone)

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: 08:30 - 18:00 Weekdays, excluding Bank Holidays. Out of hours support available where necessary. 30 minutes to 8 hour response dependent on priority call, P1 - 30 mins, P2 - 1 hour, P3 - 4 hours, and P4 - 8 hours. Performance in 2021 included an average call wait time of 8 seconds and 90% of tickets being resolved within one day.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.1 A
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: Web chat
• Web chat support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support accessibility standard: WCAG 2.1 AA or EN 301 549
• Web chat accessibility testing: No web chat testing has been done with assistive technology users by Creative Networks.
• Onsite support: Onsite support
• Support levels: End-user support and training can be provided at an ad hoc cost. We provide a UK based Service Desk for support. Out of hours support is available. Additional support can be provided from our satellite office in Nottingham. Our helpdesk is made up of 1st line, 2nd and 3rd Line technical expertise. A Technical Account Manager will be assigned as standard as a part of our standard and premium IT Support, see our pricing schedule and SFIA Rate Card for details.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Creative Network's provide onsite and remote training, awareness support and user documentation. This service helps organisations to increase their employee’s digital skills to support transformation programmes. Delivered by certified trainers across a wide variety of engagement channels, this service increases technical and end user skills driving the successful adoption of systems. Creative Network's can provide a digital skills gap analysis and training needs assessment and provide performance and adoption metrics throughout the contract.
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: Exported upon request. Contact the Support Helpdesk or Technical Account Manager.
• End-of-contract process: At the end of the contract services will continue on a rolling 30 day agreement until either party serves notice. If it is decided the client will exit, Creative Networks will assist in transitioning and migration of services ensuring continuity and a smooth handover. We will, where applicable deliver an Exit Plan which sets out the proposed methodology for achieving an orderly transition of Services on the expiry or termination of the contract. The Exit Plan will contain at minimum: Separate mechanisms for dealing with Ordinary Exit and Emergency Exit. The management structure to be employed during both transfer and cessation of the services and a detailed description of both the transfer and cessation processes, including a timetable. Document how the Services will transfer including details of the processes, documentation, data transfer, systems migration, security and the segregation of technology components. Specify the scope of the Termination Services that may be required and any charges that would be payable for the provision of such Termination Services and detail how such services would be provided. Provide a timetable and identify critical issues and set out the management structure to be put in place and employed during the Termination Assistance Period.

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:
  • Linux or Unix
  • Windows
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: No functional difference between desktop and mobile clients.
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: Management Portal (web) allows full configuration of system.
• Accessibility standards: None or don’t know
• Description of accessibility: Web site interface. Plain HTML no Flash etc.
• Accessibility testing: None, however we have had clients use the web and desktop clients with success.
• API: Yes
• What users can and can't do using the API: The 3CX Windows API is available for PRO/Enterprise customers and developers to integrate their applications with the 3CX softphone app. The API allows for such functions as launching calls from the application, receiving notifications about call status and more.
• API documentation: No
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Nearly all aspects of the phone system are configurable, including logos on phone/soft phones.

Scaling

• Independence of resources: All Phone Systems are individually resourced and licensed.

Analytics

• Service usage metrics: Yes
• Metrics types: Full usage reports can be produced on-demand or scheduled.
• Reporting types:
  • Real-time dashboards
  • Reports on request

Resellers

• Supplier type: Reseller providing extra support
• Organisation whose services are being resold: 3CX

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: Up to Baseline Personnel Security Standard (BPSS)

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: Yes
• Datacentre security standards: Managed by a third party
• Penetration testing frequency: At least once a year
• Penetration testing approach: Another external penetration testing organisation
• Protecting data at rest: Physical access control, complying with another standard
• Data sanitisation process: Yes
• Data sanitisation type:
  • Explicit overwriting of storage before reallocation
  • Deleted data can’t be directly accessed
• Equipment disposal approach: A third-party destruction service

Data importing and exporting

• Data export approach: Exported upon request. ; User data, call logs, call reports can be exported to CSV. Data is exported via the Management Console web interface.
• Data export formats: CSV
• Data import formats: CSV

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 service level agreements are as per the ones supplied by 3CX, and published by them. VPS installations are guaranteed for 97% uptime, private/hybrid cloud instances have a 100% network uptime guarantee. Any downtime during working hours is credited on a pro-rata basis.
• Approach to resilience: Hosted on Amazon Web Services, scalable have multiple locations cloud replication
• Outage reporting: Website Updates.; Email alerts.

Identity and authentication

• User authentication needed: Yes
• User authentication: Username or password
• Access restrictions in management interfaces and support channels: Supplier defined controls. Access to management interfaces is restricted to designated users and controlled with user name and password protection.
• Access restriction testing frequency: At least once a year
• Management access authentication: 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: Less than 1 month
• Access to supplier activity audit information: Users contact the support team to get audit information
• How long supplier audit data is stored for: Less than 1 month
• How long system logs are stored for: Less than 1 month

Standards and certifications

• ISO/IEC 27001 certification: No
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: No
• Other security certifications: No

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: No
• Security governance approach: Comply with ISO/IEC 27001 standard, certification in progress.
• Information security policies and processes: We recognise the value of information and privacy and have therefore implemented an information security management system to control all our efforts towards information security in line with the ISO 27001 Standard. We have in place several policies and processes including, but not limited to our, Access Control Policy, Back-up Policy, Password Policy, and Supplier Relationship Policy. More information is available on request.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Creative Network's have in place a Change Management Process that follows the ISO 20000 Standard. A change is proposed with the Change Manager and then added to the Changes-overview. The change is scheduled to be executed and a roll back plan is created (if necessary). Rollback is actioned immediately upon confirmation as per following the rollback matrix, resources are freed and announcements are published. Periodically, the overview of archived changes is checked.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Creative Network's have a Vulnerability Management process that implements the following: Receives information about zero day threats from the National Cyber Security Center; Subscribe to newsletters from vendors and used products, in contact with special interest groups; Technical vulnerabilities are handled either using the Incident management process or the Change management process; Patches are tested following the Installation of software on operational systems.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: All devices have a monitoring agent on them which can identify potential issues and report back to our service desk. If an issue is identified we have an internal 4 hour SLA to ensure remedial actions are carried asap, the seriousness of an incident will be assessed on discovery so that any priority issues can be responded to quickly. We have multiple alert systems in place and monitor them constantly. We exclusively use Linux for phone system hosting. We automatically patch daily as and when required.
• Incident management type: Supplier-defined controls
• Incident management approach: Fully developed Business Continuity and Disaster Recovery management process developed in line with ISO 22301. Creative Network's have a pre-defined Incident Management Process in place where by an incident is reported with the Incident Manager and then added to the Incidents-overview. After which, relevant log files (from all systems affected) and evidence is gathered. The incident is corrected by implementing a patch, temporary fix or workaround. It is determine whether future occurrences of the incident can be prevented, e.g. by modifying/strengthening one or more controls. Periodically, the overview of archived incidents is checked for apparent trends and effectivity of corrections.

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: Yes
• Connected networks: Other
• Other public sector networks: Internet

Social Value

• Tackling economic inequality:

  Tackling economic inequality

  In an effort to create new skills, Creative Network’s actively participate in the following objectives: • More young people participating in apprenticeships and learning • More jobs created and good quality apprenticeships In response to this need, Creative Networks are looking to put in place an apprenticeship strategy to increase the number of apprentices they take on each year. We will look to form a partnership with a local apprenticeship organisation. At present we contribute to apprenticeship schemes in our locality, our annual target is to take on at minimum one apprentice each financial year. The accredited training provider we use is Baltic Apprenticeships. We work with level three Apprentices as both IT Support Technicians and IT Network Technicians.

Pricing

• Price: £7.50 to £30.00 a unit
• Discount for educational organisations: Yes
• Free trial available: Yes
• Description of free trial: Please contact Hello@creative-n.com

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 aj@creative-n.com. Tell them what format you need. It will help if you say what assistive technology you use.