4NET TECHNOLOGIES LTD

FourNet Agile Voice

FourNet Agile Voice is a secure, cloud-based voice solution. It delivers enterprise-grade calling, contact centre integration, call recording, analytics and compliance within Teams. Fully managed and scalable, it enhances collaboration, resilience, and productivity for public sector organisations under G-Cloud (SaaS).

Features

• Multi-platform integration: Connects various communication platforms efficiently.
• Real-time collaboration: Enables instant teamwork through shared workspaces.
• Video conferencing: Supports high-quality video calls.
• Mobile compatibility: Accessible on smartphones and tablets.
• VoIP technology: Reduces telecommunication costs.
• Instant messaging: Offers quick text-based communication
• Presence information: Shows real-time user status updates.
• Contact centre solutions: Enhances customer service capabilities.
• Scalability: Easily adapts to growing business needs.
• Security features: Ensures data protection and privacy.

Benefits

• Unified communications: Streamlines workflows and enhances productivity.
• Enhanced collaboration: Improves teamwork across locations and departments.
• Better engagement: Facilitates clearer and more interactive meetings.
• Remote access: Supports flexible work environments and mobility.
• Cost efficiency: Reduces expenditure on traditional telephony.
• Quick responses: Speeds up decision-making and issue resolution.
• Visibility of availability: Optimises time management and resource allocation.
• Improved customer service: Delivers faster and more personalised support.
• Business growth support: Easily scales with organisational expansion.
• Secure communication: Protects against data breaches and unauthorised access.

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 publicsector@fournet.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

929475087747970

Contact

Public Sector Team
0161 864 5130
publicsector@fournet.co.uk

About your service

• Service categories:

  Applications

  Collaborative

  • Email
  • Enterprise community
  • Team collaboration

  Conferencing and virtual event

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

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: Agile Voice integrates seamlessly with other cloud communication and collaboration platforms (e.g. Mitel or third-party contact centre solutions), so it can extend or enhance existing software environments. It can also be delivered as a complete standalone unified communications service.
• Cloud deployment model: Hybrid cloud
• Service constraints: FourNet Agile Voice has standard operational constraints. Planned maintenance occurs outside core hours with prior notice. Service performance depends on suitable IP connectivity and network quality. Integration with third-party systems relies on external APIs. The service supports standard SIP-compliant devices, though functionality may vary with non-certified hardware. Major changes are managed through FourNet’s formal change control process.
• System requirements:
  • Reliable internet connection with appropriate bandwidth and QoS controls.
  • Modern web browser supporting WebRTC for softphone access.
  • SIP-compliant handset, headset, or approved softphone application.
  • Microsoft Teams licence if using Teams integration.
  • Customer firewall configured to allow Teams traffic.
  • Supported operating system: Windows, macOS, iOS, or Android.
  • Latest security patches and antivirus protection installed.
  • Access to customer network or VPN for managed connectivity.
  • Power over Ethernet (PoE) for compatible IP desk phones.
  • Administrative access for user provisioning and configuration management.

User support

• Email or online ticketing support: Yes, at extra cost
• Support response times: FourNet responds to customer questions within one hour during core hours. Support is available 24/7, with queries outside business hours and at weekends handled by the on-call support team, who respond within four hours depending on priority.
• 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: Yes, at extra cost
• Support levels: FourNet provides tiered 24/7 UK-based support with defined SLAs aligned to ITIL standards. Customers receive access to our Service Desk, available by phone, email, and portal for incident logging, service requests, and change management.; ; We offer three support levels:; ; Standard Support – included as part of the service, providing business hours coverage (08:00–18:00, Monday–Friday) with four-hour response for P1 issues.; ; Enhanced Support – adds extended hours (07:00–22:00, Monday–Saturday) and two-hour P1 response times.; ; Premium Support – 24/7/365 coverage with one-hour P1 response, proactive monitoring, and quarterly service reviews.; ; Costs for enhanced or premium support are available on request and depend on user volume and configuration.; ; Each customer is assigned a Service Delivery Manager and supported by cloud support engineers for escalations. Accounts receive an Account Manager to oversee service performance, roadmap alignment and continuous improvement.; ; FourNet’s support model ensures prompt, expert assistance and proactive service management to maintain consistent performance and customer satisfaction.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: FourNet provides comprehensive onboarding support to help users quickly adopt the Agile Voice service.; ; We deliver:; ; Online and onsite training tailored to user roles, including end-user, supervisor, and administrator sessions.; ; Step-by-step user guides, quick-start documents, and video tutorials covering setup, calling, messaging, and collaboration features.; ; Admin and technical documentation for IT teams to manage users, integrations, and reporting.; ; Service desk support during rollout to assist with configuration, login, and first-use queries.; ; Training can be delivered remotely or onsite as part of the implementation plan, ensuring a smooth transition and confident user adoption.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: At the end of the contract, FourNet provides a structured process to ensure secure and complete data extraction from the Agile Voice service.; ; Customers can request copies of their data — including call records, configuration data, and user lists — in standard, machine-readable formats such as CSV or XML.; ; FourNet’s service team assists with data export through the administration portal or via a managed extraction service, ensuring accuracy and security. All customer data is transferred securely using encrypted channels.; ; Once data extraction is confirmed, all remaining customer data is deleted from FourNet systems in line with our data retention and GDPR policies.
• End-of-contract process: At the end of the contract, FourNet works with the customer to ensure an orderly transition. Customers receive advance notice of contract expiry and can choose to renew, extend, or terminate the service.; ; If the service ends, FourNet provides assisted offboarding, including:; ; Secure data extraction of call records, configurations, and user information.; ; Account deactivation and removal of user access.; ; Secure deletion of remaining customer data in line with GDPR and ISO 27001 standards.; ; Included in the contract price:; ; Standard onboarding and configuration; ; Access to the Agile Teams Voice platform and core features; ; Standard business-hours support; ; Data extraction in standard formats at contract end; ; Additional costs (if required):; ; Extended or 24/7 support packages; ; Onsite training or enhanced consultancy; ; Custom data migration or integration services; ; Prolonged data retention beyond standard deletion timelines
• Documentation accessibility standard: WCAG 2.2 AA

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Chrome
• 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 FourNet Agile Voice mobile service provides the same core functionality as the desktop client — including voice and video calls, messaging, presence, and conferencing — but with a simplified interface optimised for smaller screens.; ; Certain advanced administrative or configuration features available on the desktop or web portal (such as detailed reporting, call analytics, or advanced settings) may not be accessible via the mobile app.; ; Mobile users can securely connect over Wi-Fi or mobile data and seamlessly transition between devices, ensuring full collaboration capability while on the move.
• Service interface: Yes
• User support accessibility: WCAG 2.2 AA
• Description of service interface: Using FourNet's web interface, users can effortlessly set up the service by navigating through an intuitive dashboard to configure settings, define security policies and integrate various network components and endpoints for comprehensive monitoring. Modifications to the service, including adjusting security rules, customising alert thresholds and updating incident response protocols, can be conveniently made through the web interface, ensuring that the system evolves in line with the organisation's changing security needs.
• Accessibility standards: WCAG 2.2 AA
• Accessibility testing: As a technology group we conduct annual accessibility audits on new features to confirm accessibility quality and identify improvement areas. Using screen-readers (NVDA) as part of development sprint tests and enforce keyboard-only navigation, ARIA tags and colour-contrast verification.
• API: Yes
• What users can and can't do using the API: API Access is available to the platform for the following tasks:; • Out-of-the-box support for a wide variety of security systems and vendor APIs; • API-based integration for external threat feed intelligence sources; • API-based 2-way integration with help desk systems — seamless, out-of-the box support for ServiceNow, ConnectWise and Remedy; • API-based 2-way integration with external CMDB — out-of-the box support for ServiceNow, ConnectWise, Jira and SalesForce; • Kafka support for integration with enhanced Analytics Reporting — i.e. ELK, Tableau and Hadoop; • API for easy integration with provisioning systems; • API for adding organisations, creating credentials, triggering discovery, modifying monitoring events
• API documentation: Yes
• API documentation formats:
  • Open API (also known as Swagger)
  • HTML
  • PDF
• API sandbox or test environment: Yes
• Customisation available: No

Scaling

• Independence of resources: FourNet Agile Voice is built on a multi-tenant cloud architecture with logically and securely separated customer environments. Each tenant operates within isolated resource pools for compute, storage, and network bandwidth, ensuring that one customer’s activity cannot affect another’s performance.; ; Resources are continuously monitored and auto-scaled to maintain optimal service levels during peak demand. Quality of Service (QoS) controls prioritise voice and media traffic, guaranteeing consistent call quality and reliability.; ; FourNet also conducts proactive capacity planning and performance testing to ensure sufficient headroom across all shared infrastructure components, maintaining predictable performance for every customer.

Analytics

• Service usage metrics: Yes
• Metrics types: FourNet provides comprehensive service usage metrics through the Agile Voice reporting and analytics portal. Metrics include:; ; Call volumes, durations, and outcomes; ; User activity and device utilisation; ; Service availability and uptime; ; Quality of Service (QoS) indicators such as latency and packet loss; ; Feature usage (e.g. conferencing, messaging, video); ; System performance and capacity trends; ; Reports can be viewed in real time, exported in CSV or PDF, or integrated via API for custom dashboards. These metrics support performance monitoring, capacity planning, and continuous service improvement.
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request
• Resource tagging: Yes
• FOCUS resource tagging: Yes

Resellers

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

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: United Kingdom
• 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: ‘IT Health Check’ performed by a CREST-approved service provider
• Protecting data at rest: Physical access control, complying with SSAE-18 / ISAE 3402
• 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: Users can export their Agile Voice data through the administration and reporting portal or by requesting a managed export from FourNet’s support team.; ; Authorised administrators can download call logs, usage reports, user lists, and configuration data directly in standard formats such as CSV, XML, or JSON.; ; For larger or more complex exports, FourNet provides a secure, assisted extraction service, ensuring data integrity and compliance. All data exports are transferred using encrypted channels and follow GDPR and ISO 27001 security standards.
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • XML – for structured configuration and integration data
  • JSON – for API-based imports and automation workflows
  • TXT – for simple list-based data (optional)
• Data import formats:
  • CSV
  • Other
• Other data import formats:
  • XML – for structured configuration and integration data
  • JSON – for API-based imports and automation workflows
  • TXT – for simple list-based data (optional)

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Other
• Other protection between networks: Private network or public sector network — where applicable for dedicated connectivity.; ; FourNet protects data in transit between the buyer’s network and the Agile service using TLS 1.2+ encryption for all signalling, management, and API traffic.; For voice and media, SRTP and IPsec/TLS VPN tunnels are used to secure communication channels.; Public sector customers can also connect via private or PSN-assured network links, ensuring compliance with government Data-in-Transit Protection (Security Principle 1) requirements.
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Other
• Other protection within supplier network: FourNet protects data within the Agile network through a combination of technical, procedural and physical controls aligning ISO27001/Cyber Essentials Plus.; ; Data is stored in UK-based, Tier-3 or above data centres with strict access controls, CCTV monitoring, and 24/7 security. Within the network, data is protected using encryption at rest (AES-256) and in transit (TLS 1.2+ / SRTP).; ; Network segmentation isolates customer environments, while firewalls, intrusion detection systems, and continuous vulnerability monitoring safeguard against unauthorised access.; ; Access to management systems is role-based, audited, and protected by multi-factor authentication (MFA). Regular penetration testing and security reviews ensure ongoing compliance and resilience.

Availability and resilience

• Guaranteed availability: FourNet Agile Voice is designed for high availability, resilience, and business continuity. The service is hosted across geographically redundant UK data centres, ensuring failover and minimal disruption.; ; FourNet guarantees 99.99% platform availability, measured monthly and excluding planned maintenance windows. Continuous monitoring and proactive incident management ensure rapid detection and resolution of issues.; ; If availability falls below the guaranteed level, service credits are applied according to the SLA terms — typically a percentage credit of the monthly service charge based on the level and duration of downtime.; ; This commitment ensures customers receive a reliable, enterprise-grade UCaaS service with transparent performance reporting.
• Approach to resilience: Available upon request.
• Outage reporting: FourNet Agile Voice reports outages and service status through multiple channels to ensure timely customer communication:; ; Email alerts: Customers receive immediate notifications of service incidents, planned maintenance, and resolved issues.; ; Customer portal: The secure Service Desk portal provides real-time service status updates, incident tracking, and historical reports.; ; Account communication: Major incidents are also communicated directly by the Service Delivery Manager.; ; While there isn’t a public dashboard or open API for outage reporting, FourNet ensures all customers receive prompt, transparent updates through managed communication channels and follow-up post-incident reports.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • Identity federation with existing provider (for example Google Apps)
  • Dedicated link (for example VPN)
  • Username or password
• Access restrictions in management interfaces and support channels: Access to Agile management interfaces and support channels is tightly controlled using role-based access control (RBAC) and Multi-Factor Authentication (MFA).; ; Only authorised FourNet engineers and verified customer administrators can access management portals, each with permissions limited to their specific role. All access is logged, monitored, and regularly reviewed.; ; Support channels follow strict identity verification procedures before any configuration changes or sensitive information is shared.; ; Administrative actions are audited within FourNet’s ISO 27001 framework to ensure accountability, traceability, and compliance with the government’s Cloud Security Principle 10: Identity and authentication.
• 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)
  • Dedicated link (for example VPN)
  • Username or password

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: At least 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: At least 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:
  • ISO/IEC 27001
  • Other
• Other security governance standards: FourNet’s Agile Teams Voice service is managed within an ISO/IEC 27001-certified Information Security Management System (ISMS), ensuring governance, risk management and continuous improvement.; ; In addition, FourNet holds Cyber Essentials Plus certification, demonstrating compliance with UK government-endorsed security controls for networks, systems and data protection.
• Information security policies and processes: FourNet operates a comprehensive Information Security Management System (ISMS) certified to ISO/IEC 27001 and aligned with NCSC and GDPR principles.; ; Our security policies cover access control, data protection, network security, incident management, and supplier assurance. These policies are reviewed at least annually and approved by FourNet’s Chief Security Officer (CSO), who reports directly to the Board.; ; All employees receive mandatory security awareness training and must confirm understanding of our information security policies. Compliance is enforced through regular audits, penetration testing, and monitoring by the internal security team.; ; FourNet maintains formal incident reporting and escalation procedures, ensuring any suspected or actual breach is logged, investigated, and reported in line with regulatory and contractual obligations.; ; This governance framework ensures consistent, organisation-wide adherence to high security standards and continuous risk management.
• 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: FourNet follows formal configuration and change management processes aligned with ISO 27001 and ITIL standards. All Agile Teams Voice components are tracked throughout their lifecycle in a Configuration Management Database (CMDB), recording versions, ownership, and dependencies.; ; Proposed changes are submitted via the Change Advisory Board (CAB) for review. Each change is risk-assessed, including evaluation of potential security, performance, and service impacts. Approved changes are tested in a controlled environment before deployment and fully documented.; ; Post-implementation reviews confirm success and identify improvements, ensuring continuous security, stability, and compliance across the Agile platform.
• Vulnerability management type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Vulnerability management approach: FourNet operates a proactive vulnerability management process as ISO/IEC 27001-certified ISMS.; ; Potential threats to the Agile UC³ service are continuously assessed through automated vulnerability scanning, threat intelligence feeds, and vendor security bulletins. FourNet also monitors alerts from trusted sources such as NCSC, CVE databases, and key technology partners.; ; All identified vulnerabilities are risk-rated by severity and potential impact. Critical or high-risk vulnerabilities are patched or mitigated within 24–48 hours, with lower-risk updates scheduled in regular maintenance windows.; ; Regular penetration testing, patch management, and configuration reviews ensure vulnerabilities are promptly identified, prioritised, and remediated to maintain platform security and compliance.
• Protective monitoring type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Protective monitoring approach: FourNet employs continuous protective monitoring across the Agile platform using advanced logging, intrusion detection, and SIEM tools.; ; All system and network activity is monitored in real time for anomalies, unauthorised access, or suspicious behaviour. Alerts are automatically generated and reviewed by the Security Operations Team.; ; When a potential compromise is detected, incident response procedures are immediately initiated—containing the threat, assessing impact, and applying remediation.; ; Critical incidents are investigated and acted upon within one hour, with full root cause analysis and post-incident reporting to prevent recurrence and ensure continued service integrity and compliance.
• 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: FourNet follows a formal incident management process aligned with ITIL and ISO 27001 standards.; ; Pre-defined workflows exist for common events such as service outages, security alerts, and connectivity issues. Users can report incidents via the 24/7 Service Desk, by phone, email, or through the customer portal.; ; Each incident is logged, prioritised, and tracked through resolution. Root cause analysis is completed for major incidents, and customers receive incident reports detailing impact, resolution, and preventive actions.; ; Critical incidents are escalated immediately, ensuring rapid response and transparent communication throughout the process.
• 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: Yes
• Connected networks:
  • Public Services Network (PSN)
  • Police National Network (PNN)
  • Joint Academic Network (JANET)
  • Scottish Wide Area Network (SWAN)
  • Health and Social Care Network (HSCN)

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: BSI
• ISO/IEC 27001 accreditation date: Thursday 22 February 2024
• What the ISO/IEC 27001 doesn’t cover: Sales & marketing; HR; Finance; Corporate governance; Procurement; are not certified unless their activities directly support the UC design/installation/support processes.
• ISO 28000:2022 certification: No
• ISO 9001 certification: Yes
• Who accredited the ISO 9001 certification: BSI
• ISO 9001 accreditation date: Tuesday 19 December 2023
• What the ISO 9001 doesn’t cover: Business activities unrelated to communication/IT products & systems
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: 730cb8d2-872a-45a5-a914-f6a315e61990
• Cyber essentials plus: Yes
• Please provide your Cyber Essentials Plus Certificate Number: 8749a213-2014-483a-a9f7-dc32a6ee87f5
• Other security certifications: No

Social value

• Section B - Commitment for Future: Delivery:

  • Mission: Make Britain a clean energy superpower: To cut bills, create jobs and deliver security with cheaper, zero-carbon electricity by 2030, accelerating to net zero

    Policy Outcome 4: Sustainable procurement practices: Reducing carbon footprints, minimising waste, and promoting the use of clean energy and green technologies.

    • Understanding of opportunities for additional environmental benefits delivery in the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
    • Collaborative ways of working with the supply chain to deliver additional environmental benefits in the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
    • Delivery of additional environmental benefits through the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
    • Understanding of how to influence staff, suppliers, customers, communities and/or any other appropriate stakeholders through the delivery of the contract to support climate and nature protection and improvement
    • Activities to reconnect people with the environment and increase awareness of ways to protect and enhance it

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 publicsector@fournet.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.