EIRCOM (UK) LIMITED

Eir SIP - Managed SIP Trunking

eir evo SIP Trunk telephony service is an alternative to traditional PSTN (ISDN2, ISDN30 and Analogue lines). It provides connectivity from a PBX (Private Branch Exchange) to the PSTN (Public Service Telephone Network) via broadband, Ethernet or private connectivity, allowing users to make and receive external calls.

Features

• Transfer your existing phone numbers to eir evo SIP
• The SIP Voice service is provided an IP connection
• Negotiates Codecs G.711a, G722 and G.729
• Resillence and Failover with Primary and Secondary Data Centres
• Compliant with SIP Forum's SIPconnect standard
• UK Emergency Call Handling
• Caller Line Identification Presentation
• Caller Line Identification Restriction
• Call barring
• Call forwarding at Trunk Level

Benefits

• Reduced telecom spend and controlled billing
• Seamless, unified solution across multiple locations, remote and mobile workers
• Simplified moves, adds and changes to your service.
• Scalability - on-demand ability to scale with business needs
• Resilient & secure – in core network using leading technology
• Business continuity - automated failover (disaster recovery)
• Customer can retain existing numbers
• HD Call Quality
• Speed of provisioning
• Increased reliability and resiliency through SIP

£25 a unit

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

• Modern Slavery statement

  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 jade.johnston@eirevo.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 13

Service ID

913822563631844

Contact

Jade Johnston
07983889851
jade.johnston@eirevo.co.uk

Service scope

• Software add-on or extension: No
• Cloud deployment model:
  • Public cloud
  • Private cloud
  • Hybrid cloud
• Service constraints: Our SIP Trunk service is dependent on an Eir Evo Ethernet Access connection and only authorised equipment can connect to the service. We provide a list of authorised equipment on request which has undertaken extensive and rigorous interoperability to ensure support for customers.Service constraints (such as maintenance windows, down time etc) are explicitly discussed, and confirmed to ensure minimum interference with client business operations whilst enabling efficient implementation of programmes.
• System requirements:
  • NTU – part of the underlying data circuit
  • SIP ALG to be turned off on the router
  • SIP Enabled IP PBX or Media Gateway for legacy PBX
  • SBC (Session Border Controller) – optional device
  • Eir Evo Ethernet Access connection
  • Customer Eqt configured to support both G.729 and G.711
  • IP address used by the end customer SIP equipment
  • Changes to local firewall policies. i.e. TCP/UDP ports

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Support by email will log a ticket in our logging system and you will receive ; an email in response giving you a request number. Response to general questions can vary and will be answered within the same working day. It is recommended that major incidents are followed up by phone, as this will ensure that you receive the quickest response.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: None or don’t know
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: No
• Onsite support: Yes, at extra cost
• Support levels: In-life service will be provided by our Customer Response Centre (CRC) and is aligned to the ITIL framework and is ISO 20000 certified. We offer eir evo ""Assist"" level of support for all our custimers which is available from 8.30am to 5pm Monday to Friday. During the contract you will be provided with an account manager. •24 x7 fault logging service with fault resolution carried out during the hours of 8.30am-5pm (Mon-Fri excluding bank holidays);; •Fault response time relates to the acknowledgement of an issue with a reference no. provided to the customer and a review of the priority level. There is a 1 hour response time for P1s and other repsonse times are detailed below. For P1 faults the customer is required to ring into the eir Business Managed Service Centre;; •Response Service Level Agreement is the time in which eir Business will actively start working on resolving a particular issue. SLA times are based on priority level of issues:; oPriority 1 issues will be assessed within 1 hour;; oPriority 2 issues will be assessed within 2 hours;; oPriority 3 issues will be assessed within 4 hours;; oPriority 4 issues will be assessed within 6 hours.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Eir evo will provide a Project Manager (PM). The PM will establish a project governance schedule and ensure that relevant meetings are put in place to update the on progress, resolve issues as they arise, manage the timescales for solution deployment and act as a single point of contact to the customer on behalf of eir evo. The PM will ensure that all elements of the solution are documented and signed off so that it can be successfully handed over into service. The PM will ensure that the customer and eir evo Service Management are engaged in the transition to the SIP Trunk service and that any disruption to existing services are kept to a minimum. At the end of the technical delivery of the solution the PM will run the project closure. This will involve the eir evo PM, customer staff as required and the Service Management teams to sign off certificate and hand over to the eir evo support team. The onboarding process also includes remote training on using the Business Portal.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • ODF
  • PDF
  • Other
• Other documentation formats:
  • Word
  • Ppt
• End-of-contract data extraction: Numbers can be Ported in & Out of Service
• End-of-contract process: Should the Customer decide to migrate away from the eir SIP service, ; eir will assist within our best capacity. ; Based on OFCOM regulations, any other registered operator will be able to port in Customer numbers from the eir network. ; The Customer will be able export CDR records, based on the previous 30 days call records. ; Once the Customer cease the service, all data will be fully deleted from the eir SIP service.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • 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: The SIP Trunking portal is a SIP Voice Self Care portal. The self-care on-line portal, provides real time call capabilities providing on–demand, remote access to manage the SIP service via a web interface providing self-care for the Call Diverts features.
• Accessibility standards: None or don’t know
• Description of accessibility: The self-care, on-line portal (Business Portal) is accessed via a web interface requiring a username and password. This is a single modern web interface that allows you to manage and control the features of the service. This service supports in browser assistive technology widgets such as screen reader software.
• Accessibility testing: Assistive technology tetsing is planned for first quarter 2023.
• API: No
• Customisation available: Yes
• Description of customisation: We provide a number of features within the Business Portal which are split into two categories:; • Site (Group) Features – sets a policy for a site and users inherit this setting;; • User Features – allows personalization per user.; Most of which can be configured by any of the following means:; • Business Portal;; • Feature Access/Star Codes (FAC’s).; Administrators can make changes using the portals/methods detailed below:; • Company Administrator – Site & User features on Business Portal or via FAC’s;; • Site Administrator – Site & User features on Business Portal or via FAC’s;; • End User - User features on Business Portal or via FAC’s

Scaling

• Independence of resources: Proactive Usage Monitoring within the Eir Network - Service is scaled up when demand requires

Analytics

• Service usage metrics: Yes
• Metrics types: The service metrics provides reports on all aspects of calls made, attempted calls, received calls and missed calls. Reports are graphical representations of your SIP Trunking service account's call activities that can be generated by Account Administrators. Reports are based on your call data from up to the previous business day and are presented in 5 different views: Summary, Queue Activity, User Activity, Phone Number, and Call Detail. Once generated, reports can be exported into a .csv format and can be opened using Excel or any spreadsheet program. The data columns can be customized to help with analysis.
• Reporting types: Regular reports

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Up to Security Clearance (SC)

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations: European Economic Area (EEA)
• 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: Another external penetration testing organisation
• Protecting data at rest:
  • Physical access control, complying with CSA CCM v3.0
  • Encryption of all physical media
• Data sanitisation process: No
• Equipment disposal approach: A third-party destruction service

Data importing and exporting

• Data export approach: The Customer will be able export CDR records, based on the previous 30 days call records. ; The Customer will have full access to this information within the eir SIP Trunk Manager Portal.
• Data export formats: CSV
• Data import formats: Other
• Other data import formats: Excel

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
  • Legacy SSL and TLS (under version 1.2)

Availability and resilience

• Guaranteed availability: Eir evo SIP Trunks will be configured on geographically redundant core platforms and we gaurantee a 99.99% uptime. If we don’t meet our guaranteed levels of availability we offer repair service credits of up to 30% of the SIP monthly rental not more than 3 times /year. Faults ca be reported 24*7, however, our fault reporting hours are Mon-Fri 8:30am - 5pm excluding Bank Holidays. Fault response time relates to the acknowledgement of an issue with a reference no. provided to the customer and a review of the priority level. There is a 1 hour response time for P1s and other repsonse times are detailed below. For P1 faults the customer is required to ring into the eir Business Managed Service Centre ; • Response Service Level Agreement is the time in which eir Business will actively start working on resolving a particular issue. SLA times are based on priority level of issues:; o Priority 1 issues will be assessed within 1 hour;; o Priority 2 issues will be assessed within 2 hours;; o Priority 3 issues will be assessed within 4 hours;; o Priority 4 issues will be assessed within 6 hours.
• Approach to resilience: The service is supported by core equipment deployed in geographically redundant configurations across two physical eir Datacentres, providing hosted telephony and UC services. The design of the service ensures that if there is a loss of connectivity to one Datacentre location, the other location will automatically handle all traffic generated by the subscriber base. The Datacentres are fully redundant with regard to infrastructure and network connectivity. ; Session Border Controllers (SBCs) are deployed in each Datacentre in high availability mode, with full redundancy built into each deployed SBC cluster. On the Access side of the network, SBCs are used to provide security for the eir Collaborate platform and SIP connectivity to IP endpoints including NAT traversal and VPN connectivity. SBCs are also used on the Network side for interconnection to partner carrier networks via SIP trunks. Acme Packet Net-Net 4500 SBCs are currently deployed on both the Access and Network side. There are multiple connections to servers, SBCs, and other networking equipment to ensure that no single physical port failure will result in complete loss of connectivity to the network.
• Outage reporting: Our platform is monitored and our support desk are alerted of any faults 24x7. No public dashboard, API or email alerts to customers.

Identity and authentication

• User authentication needed: Yes
• User authentication: Username or password
• Access restrictions in management interfaces and support channels: Access is retricted by user profiles which are govererned by ourselves as part of the initial configuration.
• Access restriction testing frequency: At least every 6 months
• Management access authentication: Username or password

Audit information for users

• Access to user activity audit information: No audit information available
• 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

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Certification Europe
• ISO/IEC 27001 accreditation date: Initial Certification: 11th April 2013. Most recent recertification: November 2021
• What the ISO/IEC 27001 doesn’t cover: All Controls as part of Iso27001 are included in our Statement of Applicability with the exception of clause 14.2.7 outsourced development.
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: No
• Cyber essentials plus: No
• Other security certifications: Yes
• Any other security certifications: ISO 27001

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: We are ISO27001 accredited which is the international standard we follow for information security. This certification dictates mandatory dedicated information security policies which are in place and which align to the companies information security framework. Policy compliance is ensured via internal documentation controls managed by the quality and complaiance team along with control owners across information security operations. The ISO27001 certification is externally audited every 6 months where documentation and policy management and adherence is a key audit control. Our internal audit function also underpins policy adherence along with a robust employee security and policy awareness program.

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: As part of our ISO 20000 - 270001 accreditation, Change Control is a critical in all aspects of our operational security / configuration processes. Change Management is an intrinsic part of our organisation, we identify changes daily and ensure good practice is followed whilst implementing change. While this is an overview of our Change Management Process, please note that the process is aligned to our ISO processes. The processes of change, configuration, release and deployment is via a single software tool for the raising and processing of change requests.
• Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Vulnerability management approach: Eir evo has a Group Fraud unit whose key function is to monitor unusual call patterns on our network. The network is managed 24 x 7 and if there is any detection of unusual call patterns, the impacted customer will be notified. Vulnerability and Patch Management Policy is in effect to identify, assess, report and treat vulnerabilities. Vulnerabilities identified are rapidly patched across all computing devices, applications, and systems via patching toolset that is in place. Updates are applied daily, weekly, and monthly as per the patch management schedule.
• Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Protective monitoring approach: Systems are monitored 24*7 by our network operations centre (NOC), utilizing specialized monitoring and alerting tools. We proactively monitor the eir SIP core network. The eir IMS core network and eir application servers are integrated into eir’s real-time alerting platform. In addition we use a platform specific service using manufacturer recommended alerts tuned to our platform to warn on various metric thresholds before there is any service impact for capacity and network provisioning planning.; The IMS core infrastructure is integrated into our real-time alerting platform and managed 24/7 365 days a year through our SMC.
• Incident management type: Conforms to a recognised standard, for example, CSA CCM v3.0 or ISO/IEC 27035:2011 or SSAE-16 / ISAE 3402
• Incident management approach: Incident Management and Response processes and procedures are in place as per the controls implemented for our ISO 27001 and 20000 certifications, covering the management of Information Security, Service Management and Major Incidents. Processes in place cover the planning and preparation for monitoring, detecting, analyzing and reporting of such incidents to include the communication framework and reporting of incidents during and post the event. This includes root cause analysis reports and trending. Annual table-top exercises take place to further test these processes in addition to presentation of Incident management controls at external and internal audits throughout the year.

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

• Fighting climate change:

  Fighting climate change

  eir evo already purchases 100% of its energy from renewable sources, but given recent concerns around the impact of data centres on the electricity industry, was keen to do more to lead the way and to prove that the telecoms industry can work in partnership with the energy sector.; ; Using GridBeyond’s AI-powered platform, eir has been able to tap into its energy flexibility on its sites across Ireland and provide power to the grid at times of stress, earning the organisation new revenues without impacting service to its customers.; ; eir’s current goal is to reach net zero by 2050, it is trailing innovative programmes to cut carbon from its operation with a goal of moving this date forward. Not only has eir been able to support the electricity grid operator manage the integration of renewables into the power mix, but revenues earned from its participation is providing funding to invest in critical infrastructure and in new projects that will further demonstrate its commitment to the environment and community.
• Covid-19 recovery:

  Covid-19 recovery

  eir evo have committed to a number of measures to help people stay in touch and work from home during and after the Covid-19 pandemic. To help customers remain connected during the crisis, eir Evo will engage with any customer who contacts them who is in financial difficulty due to Covid-19 and has difficulty paying their bills to agree on the best way of keeping them connected voice and data. Eir Evo has recently launched the Office Pass App solution, helping organisations return quickly to a safe hybrid working environment, offering an example of its customer-first approach to rapid solution development. Office Pass can assist with back to office plans — we have also evolved it for 2022 into a hybrid working assistant. It has many added benefits, including visual cues for co-worker office days, promoting carbon neutrality and helping with effective social distancing.
• Tackling economic inequality:

  Tackling economic inequality

  eir evo has committed to 40 new positions in Northern Ireland in areas such as IT security, cloud services and software development, while further roles are expected to be added. We also work with not-for-profit organisations across various social issues, including homelessness, employment and educational support in disadvantaged areas. We have had the opportunity to meet and work with new groups that are effecting real positive change in the community every day.
• Equal opportunity:

  Equal opportunity

  As part of our Social Value, "Equal Opportunity", we ensure that the benefits of diversity can be felt throughout the business. An example is a recently published first gender pay gap report which identified the difference in the hourly wage of men and women, outlining the size and cause of eir evo gender pay gap. This report set out plans to address the gender pay gap, through which eir evo will track progress and ultimately ensure that we do not have a pay gap in our organisation in the future. Even though the report identified it was below the national average gender pay gap, eir evo intends to further reduce it as a key priority in the coming years. We also have a eir’s Diversity and Inclusion programme which ensures that everyone who works in eir can be themselves, and bring their whole selves to work.
• Wellbeing:

  Wellbeing

  We provide many Wellbeing Programmes. For example, 1. "Employee Assistance Program", a completely free and confidential service where we are proud to offer round the clock support to all employees. The Employee Assistance Program (EAP) is accessible to employees in person, by phone, or on the web; financial, legal, and health coaching is available in addition to counselling services. 2. "eir Wellness, Live Life, Live Well" aims to educate and empower employees to make lifestyle changes that benefit themselves and their families and ultimately benefit the business. 3. "Cycle to work scheme," where we provide the option to purchase a bicycle and cycle safety equipment tax-efficiently. As part of our Social Value, "Wellbeing", we promise to continue with these commitments creating the best possible workplace for our people. In addition to above we recently introduced a number of new policies designed to assist employees at times where they may need additional support and was one of the first companies to provide both a Fertility Policy and a Pregnancy Loss Policy, alongside the introduction of other supports relating to Menopause and Domestic Violence.

Pricing

• Price: £25 a unit
• Discount for educational organisations: No
• Free trial available: No

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

• Modern Slavery statement

  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 jade.johnston@eirevo.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.