BRITISH TELECOMMUNICATIONS LIMITED

BT Cloud Work

BT Cloud Work, powered by RingCentral, delivers carrier-grade cloud telephony and collaboration from fault-tolerant European data centres. It unifies voice, video, messaging, conferencing, and integrates with leading apps. Flexible and cost-effective, it enables mobile, distributed teams to communicate and collaborate securely from any device, anywhere.

Features

• Full-featured telephony to desk, PC, tablet and mobile phones
• Enterprise scale Audio & Video Conferencing
• Automatic and on demand call Recording
• Unified Messaging Voicemail and fax
• Intuitive unified client accesses all features from one interface
• Includes minimum 500 UK minutes /user /month pooled

Benefits

• Call and chat any place, anywhere
• Collaborate effectively with multiple users
• Ability to listen back for quality control/auditing
• Fax imagery and voicemail recording to email
• Simple use from a consistent user application
• Ample calls to UK mobile and Landline

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 ccsframeworks@bt.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

927211454368480

Contact

Frameworks Team
0800 328 8077
ccsframeworks@bt.com

About your service

• Service categories:

  Applications

  Collaborative

  Conferencing and virtual event

  • Web Conferencing Applications
  • Virtual Event Applications
• Multi cloud support: Yes

Service scope

• Software add-on or extension: No
• Cloud deployment model: Public cloud
• Service constraints: No
• System requirements:
  • Supports Windows
  • Chrome OS
  • IOS PCs and laptops
  • Supports iOS and Android mobile phones
  • Requires a client to be installed

User support

• Email or online ticketing support: Yes
• Support response times: 24 hours
• 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: Depending on severity of the issue depends on speed of response. S1 30 mins, S2 4 hours, S3 24 hours, S4 60 hours.
• Support available to third parties: No

Onboarding and offboarding

• Getting started: We provide live interactive training sessions as part of deployment: 3 hours for Administators and multiple 1 hour sessions for Users to enable multiple groups to attend. ; Sessions are delivered remotely, using the Video Meetings feature of the platform itself, and these sessions are then recorded and available for future review by new joiners or attendees who want to re-watch their sessions. ; We also offer on-site deployment as an option, so that on the day of go-live, we have people walking the floor to suport users in their new environment, provide ad-hoc training etc. ; This model has proven very successful at ensuring users transition smoothly, and that take up amongst users is rapid and high.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: Most of the usage & configuration data held in the Admin Portal can be downloaded as management reports and emails or exported as a CSV file. Alternatively, if an integration is created to do so, data can also be extracted via the Cloud Work API to other 3rd party software. Call recordings can also be downloaded as MP3 files.
• End-of-contract process: Prior to the end of the minimum term of service (contract term), you will be informed that the contract is coming to an end. You will have the option to renegotiate the contract to ensure business continuity on contract term end. If you choose to end the contract, the service will cease at the end of the minimum term of service. ; If you choose to resign the service will continue at newly negotiated conditions ; If you don’t resign or choose to end the contract, the service will continue on a rolling monthly basis, where by the price will be a list price as per the price card.
• Documentation accessibility standard: WCAG 2.2 AA

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Chrome
  • Safari
• 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: The mobile app and desktop/ laptop client are essentially the same unified client accessing the same features through the same user interface.; UIs adjusted to accommodate desktop and mobile.
• Service interface: Yes
• User support accessibility: WCAG 2.2 AA
• Description of service interface: System and User configuration is performed via the BT Cloud Work Admin Portal which is an intuitive web portal accessed via the Internet. Role-based permissions can be given by the SuperUser to enable devolved self-service rights, so that system and user parameters can be set without the traditional model need to log tickets via a helpdesk, avoiding the associated delay that that model requires.
• Accessibility standards: WCAG 2.2 AA
• Accessibility testing: Support for accessibility: colour contrast, screen reader and keyboard navigation. Brings accessibility support to BT Cloud Phone portal so that people with visual and motor disabilities are able to successfully use our service using screen reader and keyboard navigation.
• API: Yes
• What users can and can't do using the API: BT Cloud Work is architected to be an open platform that can be integrated with 3rd party software. It offers a REST API and a developers portal with tools, SDKs and support environment. Many 3rd party vendors and existing customers have used the API and we have over 120 integrations which are testament to the viability of API integration into the platform. The functionality available has been wide, from core functionality like directory integration, calendar integration, click to dial, cloud-drive integration, call log integration into CRM etc., to more bespoke functionality that individual customers or specialised applications need.; Integration with CRM systems.
• API documentation: Yes
• API documentation formats: Other
• API sandbox or test environment: Yes
• Customisation available: No

Scaling

• Independence of resources: Fully scalable infrastructure to cope with increased demand.

Analytics

• Service usage metrics: Yes
• Metrics types: Cloud Work provides a host of usage metrics. The call log holds up to 100,000 call details per billing account, with details and analytics information of each call e.g. to/from, time/duration of call, call quality, device type, codec used, latency, jitter, packet loss, network type, network provider etc. Cloud Work UC also inherently offers moderate call centre functionality, so live reporting is available for metrics such as agents available, calls answered/ missed/ queuing, average call duration/talk time, #calls in/outbound, service levels vs set thresholds etc per user or huntgroup etc.
• Resource tagging: No
• FOCUS resource tagging: No

Resellers

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

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: Developed Vetting (DV)

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: Yes
• 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: In-house
• Protecting data at rest: 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 importing and exporting

• Data export approach: Most of the usage & configuration data held in the Admin Portal can be downloaded as management reports and emails or exported as a CSV file. Alternatively, if an integration is created to do so, data could potentially be extracted via the Cloud Work API to other 3rd party software.
• 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: 99.99% = < 5.3 mins downtime a year.
• Approach to resilience: The platform is architected to run with active-active server clusters within a DC, then servers are run as "pods" across geo-redundant DCs across Europe. Capacity is typically expanded once a 25% capacity is reached, which allows plenty of spare capacity for active-active failover if necessary for upgrades or failure recovery without impacting performance. Further inherent service resilience comes in the form of being able to automatically route calls to users via alternative endpoints such as soft clients, mobile phones, alternative hard phones (e.g. remote office, home-office etc) if some endpoints are not available.
• Outage reporting: Public dashboard - BT Cloud Work Service Status Dashboard available at: https://status.btcloudphone.bt.com/

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • Other
• Other user authentication: Access to the Admin Portal can either use TLS or integrated Single Sign On with applications eg G-Suite.
• Access restrictions in management interfaces and support channels: Access to the Admin Portal is configured by the SuperUser who can grant / deny access to other user profiles to some or all of the configuration features, feature by feature, using a tick-box for each feature. A User can therefore only access and modify features for which they have privileges.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • Other
• Description of management access authentication: Access to the Admin Portal is available to both administrators and BT. Where administrators access the Admin Portal, any changes are indicated by the user profile. Where BT access the Admin Portal it will state 'on behalf of…'

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: Between 6 months and 12 months
• Access to supplier activity audit information: Users have access to real-time 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
• Information security policies and processes: BT's Security Policies and processes are modelled against ISO27001; Our Supplier requires annual internal acknowledgement of information security policies. All customer data is destroyed within 30 days of account termination and all internal confidential material is shredded or put in locked shredding boxes when they are no longer needed or if the applicable defined retention period has expired. Internal policies and procedures ensure IT equipment and media is properly wiped and discarded.
• 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: Configuration changes can be made by customer administrators due to the service autonomy. The network and application perimeter is protected with firewalls and session border controllers. Administrative access requires authenticating through a production VPN gateway, then authenticating to local infrastructure systems. Technology layers include intrusion detection systems, system logs, and fraud analytics. Operational processes include system and service-level monitoring, system hardening, change management, and regular vulnerability scans.
• Vulnerability management type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Vulnerability management approach: We do have dedicated Security staff responsible for vulnerability management and as part of the vulnerability management process, we perform vulnerability scans on a daily basis. Patching priority is based on vulnerability severity. Vulnerability scans run on a daily basis on our critical systems. Patches are applied based on severity level of the vulnerability. Penetration testing is performed once a year (at least). We perform code scans pre-deployment and post-deployment. Post-deployment scans are done for mobile and desktop apps.
• Protective monitoring type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Protective monitoring approach: N/A
• 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: N/A
• Post-quantum cryptography secure: Yes

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

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: LQRA Limited
• ISO/IEC 27001 accreditation date: Friday 16 January 2026
• What the ISO/IEC 27001 doesn’t cover: This covers our published service offers
• ISO 28000:2022 certification: No
• ISO 9001 certification: Yes
• Who accredited the ISO 9001 certification: LRQA Limited
• ISO 9001 accreditation date: Tuesday 19 August 2025
• What the ISO 9001 doesn’t cover: This covers our published service offers
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: 30d49a42-7676-4f9e-ba34-05a211d0dd04
• Cyber essentials plus: Yes
• Please provide your Cyber Essentials Plus Certificate Number: 31cf450d-d8be-4c72-9251-45f5a9a4025a
• 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

    • New apprenticeships on the contract workforce in the relevant area that meet the criteria set out in MAC 1b
    • 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
    • Payment of more than the National Minimum Wage or National Living Wage (as appropriate) to the contract workforce
    • 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

  • 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 2: Skills for growth: Supporting growth sectors and addressing skills gaps.

    • Activities to support relevant sector related skills growth and sustainability in the contract workforce. Illustrative examples: careers talks, curriculum support, literacy support, safety talks and volunteering

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 ccsframeworks@bt.com. Tell them what format you need. It will help if you say what assistive technology you use.