Silver Lining Convergence Limited

Hosted IP Telephony, Unified Comms, Contact Centre & WFO

Our solutions enable you to create omnichannel & personalised experiences, collaborative customer service across single or multi-site organisations and facilitates for a range of complimentary integrations that add even more value to your business. Each bespoke build is tailored to your business.

Features

• Scalable, flexible and resilient private cloud solution, SIP
• Instant Messaging, peer to peer high definition video and recording
• Fully managed Enterprise grade infrastructure to support Hosted UC services
• Range of handsets / endpoints - softphones and hardphones
• Fully proactively managed with 24/7 support
• Delivered from UK Data Centres - world class solution

Benefits

• Fully managed, scalable & flexible enterprise grade platform
• Reduce costs, SIP, centralised licensing and reduced management overhead
• Increase productivity with collaboration and flexible /mobile working
• Reliable Solution with 24/7 support available
• Enables BCP and flexible working
• Allows simple migration from on-premises to hosted UC

£5 a user a month

• Education pricing available

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  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 sales@silver-lining.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 13

Service ID

955604659111867

Contact

SL Sales
0345 313 1111
sales@silver-lining.com

Service scope

• Software add-on or extension: No
• Cloud deployment model:
  • Private cloud
  • Hybrid cloud
• Service constraints: N/A
• System requirements: None. Fully managed solution

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: The SLA is from 30 minutes.
• 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: 24 hours, 7 days a week
• Web chat support: No
• Onsite support: Onsite support
• Support levels: 247/ 365 unlimited fault support Technical account manager assigned Dedicated solutions manager assigned
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Dedicated project team headed by experienced Prince 2 certified project manager Online/ in person training User documentation Welcome packs Kick off/ discovery meetings
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: Varies based on solution taken.
• End-of-contract process: Varies based on solution taken.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: N/A
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: Web portal for administering changes and reporting
• Accessibility standards: None or don’t know
• Description of accessibility: N/A
• Accessibility testing: N/A
• API: Yes
• What users can and can't do using the API: There is a REST API tool kit that customers may use to embed controls and functionality into their applications and web services.
• API documentation: Yes
• API documentation formats:
  • Open API (also known as Swagger)
  • PDF
• API sandbox or test environment: No
• Customisation available: Yes
• Description of customisation: We deliver a private cloud instance of the Voice technology and work with customers to deploy standard user templates and customisation as required. This can be on call flows, group policies, user profiles, display and functionality. We review what is required with customers prior to implementation and support as appropriate. The can be provided to customers administrators, team leaders and users based upon user rights / policies, as agreed.

Scaling

• Independence of resources: Reserved resources

Analytics

• Service usage metrics: Yes
• Metrics types: Metrics types; CPU; Disk; HTTP request and response status; Memory; Network; Number of active instances
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: Up to Security Clearance (SC)

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: 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: ‘IT Health Check’ performed by a Tigerscheme qualified provider or a CREST-approved service provider
• 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
• 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: CSV
• 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)
  • IPsec or TLS VPN gateway
  • Bonded fibre optic connections
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway

Availability and resilience

• Guaranteed availability: 100% infrastructure uptime guarantee, up to 99.999% service availability.
• Approach to resilience: Our Cloud is built on a multi-layer approach to ensure complete resilient. Our core network is built on MPLS connecting to multiple availability zones across 14 UK datacentres, reaching over 270 EU datacentres, fully multihomed and multi-location interconnects with internet transit. ; ; With two availability zones located outside of Greater London and international connectivity via Manchester our network has survivability exceeding all standards and requirements. ; ; Our Infrastructure can be distributed across availability zones, as well as a banking standard availability and data protection available in Zone A through real-time cross synchronous datacentres replication of storage and cross datacentre failover and mirroring of compute workloads working with VMware hyperconverged infrastructure. ; ; All data is backed up to converged storage nodes for disaster recovery, and checksumming is enabled on all storage nodes to prevent bitrot and data loss through corruption. ; ; We ensure that no single component or group of components acting as a single unit ever can cause data loss, or a major service loss. Our engineers work strictly to customer change control requirements to prevent human error and revolution cloud remains the UK most revered platform for a multi layered approach to resilience no matter the product.
• Outage reporting: Online Portal, E-mail alerts, Ticket updates, Calls from the support desk.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Dedicated link (for example VPN)
  • Username or password
• Access restrictions in management interfaces and support channels: Privileged access policies implemented.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • 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: User-defined
• Access to supplier activity audit information: Users contact the support team to get audit information
• How long supplier audit data is stored for: User-defined
• How long system logs are stored for: User-defined

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: BSI
• ISO/IEC 27001 accreditation date: 2020
• What the ISO/IEC 27001 doesn’t cover: Varies on service taken.
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: Yes
• Who accredited the PCI DSS certification: ProCheckup
• PCI DSS accreditation date: Aug 2019
• What the PCI DSS doesn’t cover: Services outside the PCI Level 1 accredited environment.
• 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: Strict internal processes as well as ISO27001, PCI level 1 Certified, GDPR best practices, ITIL framework etc.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Change management is implemented at varying approval levels with risk assessments and roll back considered. We work to customer change management process as well as our own.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Internal policies which are audited by an approved third party. Patches are deployed in line with our patching policy. Threat information is supplied by software vendors and accredited third parties.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Varies based on solution taken.
• Incident management type: Supplier-defined controls
• Incident management approach: Varies based on solution taken.

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

  Introduce a cycle to work scheme Insulate our buildings & switched to led bulbs Adjusted heating / cooling system timings, temperatures and rooms Minimised the waste from our products and packaging Electrify over 95% of our vehicle fleet Install our own renewable electricity and heating Offset the carbon that we can’t reduce.
• Tackling economic inequality:

  Tackling economic inequality

  Investing in our Silver Lining family is of utmost importance. It’s the right thing to do, and essential in delivering sustainable results. We are a Silver 'Investors In People' company.; ; We are also a 'Living Wage Employer' We believe that paying the Living Wage is the right thing to do by our employees. We invest in our people as we recognise that their contribution has built Silver Lining to be what we are today.
• Equal opportunity:

  Equal opportunity

  Silver Lining are an equal opportunity company.
• Wellbeing:

  Wellbeing

  One of our core values is ‘To be a Fun and Fair Place to Work’. To achieve this, we provide initiatives to boost teamwork and morale, with team events budgets for departments to spend against activities. We usually hold bi-annual company conferences, which encompass employee recognition awards, business updates on performance/strategy and vision and a teambuilding activity to get cross-functional synergies flowing.; ; With covid restrictions starting to lift, we recognised that we needed to do something big for our team after the challenging year and a half that everyone faced. As such, we arranged an all-expenses-paid trip for all staff to go on a company trip to Benidorm to allow the teams to engage and have some fun.; ; Set in a beautiful listed ‘Granary’, employees benefit from vast outside space to play football or enjoy the sunny weather at picnic tables. We care about staff wellbeing and believe this environment achieves that goal. Our ‘quirky’ working environment is a mix of traditional architecture and modern technology.; ; Aiming for ‘Investors in People’ platinum status, we have developed processes and infrastructure to support/develop and nurture our staff. Our new/improved induction process was developed from employee feedback and included a structured approach to onboarding, including a bespoke and in-depth training programme.

Pricing

• Price: £5 a user a month
• Discount for educational organisations: Yes
• 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

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 sales@silver-lining.com. Tell them what format you need. It will help if you say what assistive technology you use.