Windsor Telecom Limited

Cloud Telephony, Contact Centre & Unified Communications

Windsor Cloud Telephony is a complete, secure solution. Feature-rich and device agnostic. It is easy to administer and manage your telephony, features and assets with an intuitive cloud control panel. Track performance with our call stats package. Move away from dated and expensive phone systems to an agile scalable environment.

Features

• Memorable Telephone Numbers: 030 and 033 ranges, porting existing numbers
• Inbound call management: contact centre tools, routing plans, statistics, DR
• Hosted PBX; Fully-featured, reporting, wall boards, disaster recovery.
• Call Recording: retention periods, access online via portal, download, audit
• M365 Teams Integration; UC application, integrated with cloud telephony
• CRM Integration: click to dial, out-of-the-box or bespoke integrations
• Wall boards & Analytics; standard and bespoke management reporting applications
• Guaranteed Connectivity options; assured end-to-end QoS over Windsor connectivity
• Full Whatsapp integration for inbound and outbound messaging

Benefits

• Easy and enjoyable: focus on end-user adoption and customer success
• Work anywhere: cloud service runs on multiple devices over internet
• Simple to manage: optimise admin control and visibility
• Cost effective: simple per user cost model
• Full support: 247, 365 day support by our UK-based team
• Account Management: Dedicated Account manager allocated as point of contact
• Improves efficiency: save travel time and costs through online meetings
• Remove capital expenditure: No up-front costs, a transparent monthly pricing-model
• Disaster Recovery with calling plans easily invoked

£15 a licence

• Education pricing available
• Free trial available

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 nick.grime@windsor-telecom.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

940915896097019

Contact

Nick Grime
03331234007
nick.grime@windsor-telecom.co.uk

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: M356
• Cloud deployment model: Private cloud
• Service constraints: None
• System requirements: Any desktop, laptop or mobile device

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Phone support is immediate, tickets are raised and rated based on priority / severity of outage / issue, with response times ranging from 30minutes to 8 hours for low urgency non faults.
• User can manage status and priority of support tickets: No
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: Web chat
• Web chat support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support accessibility standard: None or don’t know
• How the web chat support is accessible: Via the Windsor Telecom website or portal
• Web chat accessibility testing: None
• Onsite support: Yes, at extra cost
• Support levels: We believe that making technology easy and enjoyable should apply as much to the commercial; relationships as it does the products and services we provide.; Our pricing will always be clear and transparent, as well as tailored to your specific requirements, with; any one-off and recurring fees clearly set out. Example pricing can be found within the rate cards; provided, with a full quote available from our account teams
• Support available to third parties: No

Onboarding and offboarding

• Getting started: Setting the foundations for customer success is at the heart of the on-boarding process, this includes; ensuring a great end user experience and high-levels of adoption. Our process has three clear tracks:; • On-boarding your organisation; this welcomes you as a new customer to Windsor and sets; up the relationship. We ensure clear expectations are set with project owners to make sure all; contracts and service level agreements are in place, a contact plan and is established and; that you are clear on how to reach us should you ever need help and support. We will also set; up and train administrators on our portals and that billing, payment and service reporting; processes are all set up.
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: Data is destroyed in accordance with our GDPR policy which is available on our website. Any; hardware disposals are made in accordance with current guidelines, with the equipment being wiped; and then disposed of in accordance with WEEE regulations.
• End-of-contract process: Should you need to leave us, please follow our off-boarding process. All our agreements can be; terminated on 30-days notice, providing any minimum term has expired. Please provide notice of; termination in writing, which can be submitted electronically.

Using the service

• Web browser interface: No
• Application to install: Yes
• Compatible operating systems:
  • Android
  • IOS
  • Windows
  • Windows Phone
  • Other
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: Small look and feel differences, this varies from platform to platform.
• Service interface: No
• User support accessibility: None or don’t know
• API: Yes
• What users can and can't do using the API: The API offers a broad range of features and hook that can not be fully described here..; ; API is setup by us on a case by case basis depending on the customer requirement.
• API documentation: Yes
• API documentation formats: HTML
• API sandbox or test environment: Yes
• Customisation available: No

Scaling

• Independence of resources: Regular staff resource management is completed including current work loads, new business and pipeline with forecasting for additional staffing requirement created in advance of workload

Analytics

• Service usage metrics: Yes
• Metrics types: There are a huge range of reports and real time data available from logged in user time, total call handling time etc. A full and detail report list is provided to the customer at first point of engagement
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

• Supplier type: Reseller providing extra features and support
• Organisation whose services are being resold: Xelion, 8x8 , 3cx, Horizon, Cirrus, M365 Phones system

Staff security

• Staff security clearance: Staff screening not performed
• Government security clearance: None

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations:
  • United Kingdom
  • European Economic Area (EEA)
• User control over data storage and processing locations: No
• Datacentre security standards: Managed by a third party
• Penetration testing frequency: At least every 6 months
• Penetration testing approach: In-house
• Protecting data at rest: Encryption of all physical media
• Data sanitisation process: No
• Equipment disposal approach: A third-party destruction service

Data importing and exporting

• Data export approach: Data is destroyed in accordance with our GDPR policy which is available on our website. Any; hardware disposals are made in accordance with current guidelines, with the equipment being wiped; and then disposed of in accordance with WEEE regulations.
• 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: Where offered, Service Credits will be based on exceeding the Maximum Time To Restore (MTTR) for; the applicable service elements, as specified within the Product Terms and Customer Order (please; note the MTTR will vary as they are often based on a flow down of service standards available from; differing technology partners).; • MTTR exceed by up to 2 hours = 1 days rental costs; • MTTR exceed by up to 4 hours = 3 days rental costs; • MTTR exceed by up to 8 hours = 7 days rental costs; • MTTR exceed by more than 8 hours = 14 days rental costs
• Approach to resilience: Available on request
• Outage reporting: Planned maintenance is rarely customer affecting and is always only carried out following careful risk; assessments. Where it is deemed that may be some risk to service this will be performed out of; business hours and in the event the risk is increased beyond a notional level, customers shall be; given advance warning of such maintenance. There is a status portal that customers are able to; subscribe to which is fully populated.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Username or password
• Access restrictions in management interfaces and support channels: This is done by username and password controls
• 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: No audit information available
• Access to supplier activity audit information: No audit information available
• How long system logs are stored for: Between 6 months and 12 months

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: Yes
• Other security certifications: No

Security governance

• Named board-level person responsible for service security: No
• Security governance certified: No
• Security governance approach: Our products and services, together with our internal and external systems and processes follow the; principle of being secure by design. This is a requirement we extend to all our technology partners.; We are committed to maintaining Cyber Security Plus accreditation and following the essential; GCloud Security Principles
• Information security policies and processes: We maintain a full information security policy available on request

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: We offer a three core levels of permissions-based access and support:; • Account Authority: This level can enter commitments on behalf of the customers and; approve moves, adds and changes, including adding other Account Authorities.; • Account Administrator: This level will be able to add and remove users and specific; features, including changing other users’ settings at an individual or departmental level.; • End User: This level will have access to only to services specifically assigned for their use; and the ability to utilise functions used in their day to day working.
• Vulnerability management type: Undisclosed
• Vulnerability management approach: This forms part of our Data Security policy, available on request
• Protective monitoring type: Undisclosed
• Protective monitoring approach: This forms part of our data security policy, available on request
• Incident management type: Undisclosed
• Incident management approach: All clients are allocated a dedicated; account manager who can be accessed directly during working hours via phone, email or online chat,; as well as a dedicated emergency helpline that can be called 24 hours a day, 365 days a year.; Windsor Telecom are here when you need us:; Customer Services Enquires Telephone 0333 123 8080; (Monday to Friday 9am to 5pm): Email: service@windsor-telecom.co.uk; Webchat: www.windsor-telecom.co.uk; Technical Support Enquires Telephone 0333 123 8080; (Monday to Friday 9am to 5pm): Email: support@windsor-telecom.co.uk

Secure development

• Approach to secure software development best practice: Supplier-defined process

Public sector networks

• Connection to public sector networks: No

Social Value

• Social Value:

  Social Value

  Tackling economic inequality

  Tackling economic inequality

  - Create a diverse supply chain to deliver the contract including new; businesses and entrepreneurs, start-ups, SMEs, VCSEs and mutuals.; - Support innovation and disruptive technologies throughout the supply; chain to deliver lower cost and/or higher quality goods and services.; - Support the development of scalable and future-proofed new methods to; modernise delivery and increase productivity.; - Demonstrate collaboration throughout the supply chain, and a fair and; responsible approach to working with supply chain partners in delivery of; the contract.

Pricing

• Price: £15 a licence
• Discount for educational organisations: Yes
• Free trial available: Yes
• Description of free trial: Where possible we encourage customers to take both trials and our supported proof on concept as part of their process to finalise and to agree requirements. These are typically free of charge for qualifying organisations.

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 nick.grime@windsor-telecom.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.