UK IT Networks Limited

8x8 Cloud PBX

Unified Communications service from 8x8's X-Series (1 to 8), increases productivity, delivering a full communications solution, including telephony, voicemail, collaboration via web chat, video, email, IM, conference calls, data sharing, online meetings; call recording, customer analytics. Call plans, per user per month: UK local, national and mobile numbers inclusive.

Features

• Agents need only a phone or browser
• Routes and manages calls, emails, web and chat
• Workforce optimisation and quality management
• Integration with your CRM
• HIPAA-compliant solutions available
• HD Video Conferencing
• Award Winning Call Analytics
• PCI DSS Recording Solution
• Mix & Match Licence Types
• Intuitive user experience

Benefits

• A global-ready solution for all customer service needs
• Simple to deploy, simpler to use
• Helps manage agents for better productivity
• Instant collaboration available
• One-click meeting scheduling
• Strengthens conformance with security and compliance standards.
• Fully customisable reporting to simplify performance management
• Improve agent engagement
• Reduced CapEx using existing IP phones or softphones
• Reduce costs with inclusive UK & International calling

£2.95 to £145 a user a month

• 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 management@ukitnetworks.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 13

Service ID

951007734103068

Contact

Hayley Plant
03443248585
management@ukitnetworks.com

Service scope

• Software add-on or extension: No
• Cloud deployment model: Private cloud
• Service constraints: Whilst most IP handsets will work with the hosted PBX. Only IP devices are approved can be supported fully.
• System requirements:
  • (Softphones) 2-bit Internet Explorer® 7.0 or newer
  • (Softphones) Firefox® 2.0 or newer
  • (Softphone) Safari™ 3.0 or newer
  • (Softphone) Flash 10+ and Java 6 Update 14+
  • (Mobile App) Works with iPhone iOS 9.0 or later
  • Business Grade Internet Access or Equivalent

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Our UK based support desk aim to answer customer queries within 15 minutes of receipt. We therefore encourage escalation via telephone as a primary method.; ; Priority Level: High, Medium, Low; Description: Total loss of service, Intermittent fault or partial loss of service, Service enhancement or services changes; Target Resolution Time: 4 working hours, 8 working hours, 12 working hours; Target Response Time: 30 mins, 1 hour, 4 hours
• 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: No
• Onsite support: Yes, at extra cost
• Support levels: Priority Level: High, Medium, Low; Description: Total loss of service, Intermittent fault or partial loss of service, Service enhancement or services changes; Target Resolution Time: 4 working hours, 8 working hours, 12 working hours; Target Response Time: 30 mins, 1 hour, 4 hours
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Survey Project; Complete review of installation site(s), highlighting potential risks and actions; ; Review Scope Of Work; Ensuring project is clear, concise and deliverable with no unexpected issues; ; Project Plan & Customer Approval; Planning meeting to agree timescales, deadlines and responsibilities; ; Implementation To Delivery; Working to our SoW with regular updates on configurations, tests and installations; ; Training & Sign Off; Installation by accredited engineers, testing and on-site training; ; Feedback & Account Management; Upon handover we’ll always look for ways to improve our service delivery
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: All information is available for downloading via the customers administration portal access. Users that have been setup will admin access will be able to complete this.; Billing CDR's & SDR's can be downloaded from the secure billing platform access.
• End-of-contract process: All number porting, account management, installation, training, service delivery and support is included within the contract. Number porting away is driven by the gaining provider including all costs associated.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
• Application to install: Yes
• Compatible operating systems:
  • Android
  • MacOS
  • Windows
  • Windows Phone
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: Exactly the same features available on both the mobile and desktop
• Service interface: No
• User support accessibility: None or don’t know
• API: Yes
• What users can and can't do using the API: Available APIs for multiple functions including bespoke features.; CRM API; Reporting API; Call Recording API; Web Callback API; Click-to-Dial API; External IVR API; Real Time Statistics Reporting API; Recording Control API; Provisioning API; Streaming API; Embedded Chat API
• API documentation: Yes
• API documentation formats: HTML
• API sandbox or test environment: Yes
• Customisation available: No

Scaling

• Independence of resources: It ‘s our goal to have services available to Customers twenty-four hours a day seven days a week, except for Planned Downtime. We will use commercially reasonable efforts to provide Customers with average annual Services availability (excluding Planned Downtime) that is equal to or greater than 99.95%. 8x8’s records and data shall be the basis for all service availability calculations and determinations.

Analytics

• Service usage metrics: Yes
• Metrics types: * Network availability; * Active instance and sign in data; * HTTP request and response data; * Call statistics; * Call quality
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports

Resellers

• Supplier type: Reseller providing extra features and support
• Organisation whose services are being resold: Voicenet T/A 8x8

Staff security

• Staff security clearance: Other security clearance
• 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
  • 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 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
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Physical access control, complying with another standard
  • Encryption of all physical media
  • Scale, obfuscating techniques, or data storage sharding
• Data sanitisation process: Yes
• Data sanitisation type:
  • Explicit overwriting of storage before reallocation
  • Deleted data can’t be directly accessed
• Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v.30, CAS (Sanitisation) or ISO/IEC 27001

Data importing and exporting

• Data export approach: All information is available for downloading via the customers administration portal access. Users that have been setup will admin access will be able to complete this.; Billing CDR's & SDR's can be downloaded from the secure billing platform access.
• Data export formats: CSV
• Data import formats: CSV

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • Private network or public sector network
  • TLS (version 1.2 or above)
  • Other
• Other protection between networks: We can accommodate a private connection between the customers network and an 8x8 data centre.; Web based platforms are accessed via up-to-date TLS.
• Data protection within supplier network: TLS (version 1.2 or above)

Availability and resilience

• Guaranteed availability: It ‘s our goal to have its Services available to Customers twenty-four hours a day seven days a week, except for Planned Downtime. We will use commercially reasonable efforts to provide Customers with average annual Services availability (excluding Planned Downtime) that is equal to or greater than 99.95%. 8x8’s records and data shall be the basis for all service availability calculations and determinations.
• Approach to resilience: 8x8’s mirrored, fully redundant data centers ring the globe to route calls quickly and efficiently, for high-quality, high-availability communications. Similarly, 8x8’s data centers in the UK, Canada, Hong Kong, U.S and Australia optimise service quality and reliability for users in these regions.
• Outage reporting: Outage reports are provided over email from the automated monitoring platforms. Email updates from the network are provided in 30 minute increments.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Dedicated link (for example VPN)
  • Username or password
• Access restrictions in management interfaces and support channels: Management have user defined restrictions upon their access rights, which is role dependent.; This includes IP authentication user access within office hours and 2 factor authentication for out of hours support.; Only technical support accredited staff can access system databases to fulfil support duties.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • 2-factor authentication
  • Dedicated link (for example VPN)
  • 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: 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

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Alcumus
• ISO/IEC 27001 accreditation date: 29/04/2021
• What the ISO/IEC 27001 doesn’t cover: Software Development & Financial Services
• 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: Yes
• Security governance certified: Yes
• Security governance standards: ISO/IEC 27001
• Information security policies and processes: We are ISO27001 accredited and our IT, Communications & Systems Policy outlines the standards that must be observed, usage monitoring and security. Inclusive in this policy is who has responsibility for the policy, breach reporting and adherence monitoring as well as the escalation path. ; The policy is reviewed quarterly or more frequently should the need arise. It forms part of our staff handbook and adherence to policy is checked through quarterly audits.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Regularly and methodically assessed through our internal and external audits. In-line with our ISO accreditations.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Dealt with via network level.; ; 8x8 assesses potential threats using the latest vulnerability scanning tools. Including VERACODE, Qualys and Nessus.
• Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Protective monitoring approach: Dealt with at network level.; ; 8x8 uses industry-standard tools including Nagios.
• Incident management type: Supplier-defined controls
• Incident management approach: Incident management processes are covered using standardised in-house case procedures for common events.

Secure development

• Approach to secure software development best practice: Conforms to a recognised standard, but self-assessed

Public sector networks

• Connection to public sector networks: No

Social Value

• Fighting climate change:

  Fighting climate change

  We are actively working on our ESG strategy with a view to creating a policy that supports this throughout the business. Although we have taken small steps such as moving to a paperless office, installing electric charging points for staff cars and providing staff with sustainable drinks containers (thus removing plastic as much as possible from the office), we are conscious that there are many more steps that we need to identify and take over the next 12 months .
• Covid-19 recovery:

  Covid-19 recovery

  We have supported our customers in terms of allowing temporary reductions in service during the pandemic, creating flexible payment terms, providing essential advice and services to create a hybrid or full home working solution for their staff.; During the lockdown all staff were encouraged to work from home where they could as now UK IT Networks has moved to a hybrid working environment to minimise footfall in the offices and allow all staff the option to work from home for 2 days per week. Larger desks were purchased at the beginning of the pandemic to ensure social distancing between staff when at their desk.
• Tackling economic inequality:

  Tackling economic inequality

  We utilised the government's Kickstart scheme and employed staff through that, some of which led to a permanent position within the business. ; We actively encourage apprenticeships and currently have 3 apprentices within the business which we hope will all become permanent members of the team once qualified. ; Personal development is encouraged and the business will support training where possible, e.g. step into management courses, strategic leadership, marketing degrees, CIPD qualifications, accounting qualifications along with inhouse training and coaching. ; Working alongside local schools and colleges to provide work experience and job skills training such as practice interviews and CV writing.
• Equal opportunity:

  Equal opportunity

  UK IT Networks Ltd is committed to promoting equal opportunities in employment and as a small business we consider ourselves to have a diverse workforce. We will make every effort to ensure that we make the necessary adjustments to ensure that all of our staff are comfortable and happy in their role.
• Wellbeing:

  Wellbeing

  Some initiatives that we have implemented over the last 12 months include:; * Fresh fruit provided every day; * Fitbits provided to all employees to encourage more movement and regular challenges are held across the business; * Pilates classes held in the office during business hours for people to participate in; * All staff are signed up to the Medicash service which not only provides financial support for a range of health/medical treatments and appointments but also has a whole range of support tools such as a confidential helpline, grievance counselling as well as online relaxation and fitness sessions

Pricing

• Price: £2.95 to £145 a user a month
• Discount for educational organisations: Yes
• Free trial available: Yes
• Description of free trial: Provision of multiple deskphone / softphone / mobile client applications to use as proof of concept prior to commitment.; Time period is normally limited to 30 days and extensions are subject to case review.

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