CenturyLink Communications UK Limited

Colt Intelligent Communications (CIC)

CIC offers a way to activate PSTN dialling to Cloud services such as:
- Teams Operator Connect and Direct Routing
- Zoom Provider exchange
- Genesys BYOC
- Twilio BYOC

It also offers Microsoft Licenses, Luware CCaas, CloudFAX, premise hardware and the professional services and ecosystem.

Features

• Enable PSTN voice calling to multiple cloud providers
• Setup, configuration and training on Cloud platforms
• Management of Microsoft Teams tenants
• CloudFAX integrated with Office365
• Luware Nimbus voice value added services
• Microsoft license reselling

Benefits

• Single contract for all your components
• Colt is an experienced cloud voice activation partner of Microsoft
• Automatic number reservation processes via Colt's portals
• Provides one point of contact for support

£3 a user

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 conor.mcevoy@colt.net. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

966366513970010

Contact

Conor McEvoy
07917 077693
conor.mcevoy@colt.net

Service scope

• Software add-on or extension: Yes
• What software services is the service an extension to: Teams/Zoom/Genesys/Twilio cloud applications
• Cloud deployment model: Public cloud
• Service constraints: Buyers who want to acquire the service are required to follow the CSP licensing rules needed to integrate the services. i.e. Microsoft requires the acquisition of the Phone system or a phone system enabled license activate voice.
• System requirements:
  • Buyer has an internet access which allows Teams access
  • Cloud provider licensing rules are applicable

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: If questions represent an urgent Priority issue, 15 mins is the acknowledgement window. No different at the weekend.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.1 AAA
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: No
• Onsite support: Yes, at extra cost
• Support levels: The support levels are dependent on the priority / severity of the support request. The support levels varies from Tier 1 support to Tier 4 support. Depending on the complexity of the infrastructure Colt can provide specific support roles such as TSE (Technical Services Engineer), TOM (Technical Operations Manager), TAM (Technical Account Manager, CTA (Client Technology Advisor), etc... at additional cost under Colt's "Consulting Services".
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: We offer an order manager per order who will be guiding through the process of activation of the service. There are also remote trainings which can be acquired. We also offer online documentation and a service guide which can be consulted for more information.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
  • Other
• Other documentation formats:
  • Word
  • Webpage
• End-of-contract data extraction: No data will be saved on system - once order is cancelled, the DDIs are removed from Colt's systems
• End-of-contract process: Depending on the solution acquired, the service may have several different components and an order manager will be guiding the customer through the apparent complexity - same will happen at end of contract with the order manager guiding through the steps of removing the numbers from Teams and removing them from Colt's cloud systems.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • Firefox
  • Chrome
  • Safari
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: None
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: Service enables an integration between the Cloud Service providers and PSTN dialing - Thus the service interface is the Cloud Service provider frontend and its capabilities.
• Accessibility standards: WCAG 2.1 AAA
• Accessibility testing: Service enables an integration between the Cloud Service providers and PSTN dialing - Thus the service interface is the Cloud Service provider frontend and its capabilities
• API: No
• Customisation available: Yes
• Description of customisation: Users can consume the services with per user bundles, activating the amount of voice usage which each of them will consume and in that way build their own usage. The professional services and other modules can be customized according to buyers needs. ; We also enable portals for customers to do changes in their solution.

Scaling

• Independence of resources: The cloud architecture is monitored 24/7 for consumption. If that consumption reaches 50% of available capacity, increase of capacity is initiated.

Analytics

• Service usage metrics: Yes
• Metrics types: Successful/failed calls / Max concurrent calls / call quality / MOS/ Jitter / Delay / Packet Loss / other
• Reporting types: Real-time dashboards

Resellers

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

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Up to 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: Yes
• Datacentre security standards: Complies with a recognised standard (for example CSA CCM version 3.0)
• Penetration testing frequency: At least once a year
• Penetration testing approach: Another external penetration testing organisation
• Protecting data at rest:
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Physical access control, complying with another standard
• Data sanitisation process: Yes
• Data sanitisation type: 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: Colt offers a portal called CIC live portal which allows customers to see their usage and how many calls have been done / received. It allows the creation of reports and its download via CSV or PDF
• Data export formats:
  • CSV
  • Other
• Other data export formats: PDF
• Data import formats:
  • CSV
  • Other
• Other data import formats: PDF

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • TLS (version 1.2 or above)
  • Other
• Other protection between networks: IPSec if required or ExpressRoute to Azure - where the infrastructure is hosted.
• Data protection within supplier network: TLS (version 1.2 or above)

Availability and resilience

• Guaranteed availability: Colt offers 2 levels of SLA:; - Uptime SLA (which offers 99.99% uptime); - Resolution SLA, which depend on the priority of the issue.
• Approach to resilience: Platform is geo redundant with a redundant infrastructure in each of the geographies. Further levels of redundancy can be added by request, by adding local infrastructure which would serve either as a backup to the main infrastructure or the de facto platform.
• Outage reporting: Email alerts and periodic meetings. Customers affected receive a notification via email once issue is resolved.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Other
• Other user authentication: Active directory
• Access restrictions in management interfaces and support channels: Restricting access to Teams and other cloud platforms is done in those providers platform which are normally under the control of customer unless a tenant management is part of the contract. If the last is the case - Colt would require the named individuals to be given access to the tenant and configure in Active directory.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)

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: Between 1 month and 6 months
• Access to supplier activity audit information: Users contact the support team to get audit information
• How long supplier audit data is stored for: Between 1 month and 6 months
• How long system logs are stored for: User-defined

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Schellman
• ISO/IEC 27001 accreditation date: 30/06/2017
• What the ISO/IEC 27001 doesn’t cover: N/A
• ISO 28000:2007 certification: No
• CSA STAR certification: Yes
• CSA STAR accreditation date: 29/06/2015
• CSA STAR certification level: Level 1: CSA STAR Self-Assessment
• What the CSA STAR doesn’t cover: N/A
• PCI certification: Yes
• Who accredited the PCI DSS certification: Schellman
• PCI DSS accreditation date: 25/10/2017
• What the PCI DSS doesn’t cover: Specific customer environments – The certification is of Colt's vendor as a service provider. The ROS and AOC are available on request.
• Cyber essentials: No
• Cyber essentials plus: No
• Other security certifications: Yes
• Any other security certifications: PSN Customer Certified

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: Colt maintain CE+
• Information security policies and processes: Multiple policies and standards support the ISO27001 ISMS and available to employees and are referenced in the annual security awareness training process for all employees.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: The change management process requires that all assets are identified and aligned with the colt asset database along with ensuring that the criticality of assets are defined.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Colt maintains a vulnerability management process that is aligned to The Common Vulnerability Scoring System (CVSS) and provides a way to capture the principal characteristics of a vulnerability and produce a numerical score reflecting its severity. The numerical score is then translated into a qualitative representation ( low, medium, high, and critical) to help assess and prioritize issues identified in the vulnerability management processes.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Systems (e.g., servers, applications, databases) maintain internal controls for auditing, tracking, and personal accountability. Security logs for high-risk systems are sent to the centralized log monitoring system or Security Incident and Event Management (SIEM) system for continuous systematic review of anomalous behavior and compliance reporting. Response to critical incidents is progressed on a real time basis.
• Incident management type: Supplier-defined controls
• Incident management approach: Threat detection and prevention systems are strategically placed within Colt to inspect network traffic for malicious activity. These methods provide the basis for the CIRT Program to gain visibility throughout the enterprise environment to detect cyber threats and respond accordingly.; Security operations will conduct incident scope identification, containment, remediation, and recovery actions. The CIRT Program assures the business of rapid detection and response to cyber threats and limits risk associated with data exposure or loss of services to customers. Incidents can be reported by portals and phone. Reports are generated as part of the post incident process with lessons learned.

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

• Social Value:

  Social Value

  • Fighting climate change
  • Covid-19 recovery
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  Climate change is a key pillar of our corporate sustainability strategy. As a large company with worldwide activities, we want to lead by example when working with our suppliers, partners, customers and communities to reduce our impact on the environment. In 2023, Colt Group received approval from the SBTI for our updated near-term science-based target (SBT). These targets are now set on a baseline that includes Well-To-Tank (WTT) emissions for relevant Scope 3 categories and splits the emissions by two different entities: Colt and Colt DCS. We also submitted a long-term net-zero target for 2045, aligned to the new SBTi net-zero standard.; ; Colt Group's main initiatives to achieve our net-zero target include committing to procure renewable power and achieve 100% Scope 2 renewable electricity for all sites globally by 2030. We will reduce indirect emissions by finding alternatives to travel and encourage colleagues to choose better travel options for the environment. We are also decarbonising our in-house fleet through electrification and investing in green innovations such as Carbon Capture and Storage, as well as focusing on circularity initiatives to reduce waste within our network. We run a dedicated supplier programme covering a wide ESG agenda with a special focus on our top suppliers in terms of emissions. To achieve our Scope 3 target, we have committed to engage with 93% of our suppliers by emissions (covering purchased goods and services and capital goods) to set Scope 1 and 2 science-based targets approved by Science Based Target Initiative (SBTi) by 2025.; ; Colt Group's current targets do not include the Lumen EMEA assets acquired in 2023: The acquisition has been finalised and we are in the process of integrating teams and their data. The integration of data and subsequent resubmission of Science Based Targets is planned in 2024/25.

  Covid-19 recovery

  Colt was very proactive in supporting customers during the Covid-19 epidemic and has continued to support customers and employees during the subsequent recovery phase.

  Tackling economic inequality

  Colt’s Diversity, Equity & Inclusion (DEI) strategy is to build an innovative, great and inclusive place to work. We have four DEI pillars:; ; • Governance & Impact - Ensure we have the governance in place to deliver on our inclusion goals and we collaborate for wider impact that we develop our leaders as inclusive role models.; • Leadership & culture – develop our leaders as inclusive role models and drive an inclusive culture where we can harness diversity of thought for greater success.; • Diverse Representation - Improve the diversity of our workplace, ensuring we represent the communities that we serve.; • Equitable Business Practices - Employ equitable business practices that improve the employee experience and affect positive change in the wider world.; ; Our Global Diversity, Equity & Inclusion policy makes our approach clear and explains our governance structures and our commitment to equal opportunities. It also outlines our zero tolerance approach to discrimination, bullying and harassment. One of the ways we ensure equal opportunities is by building inclusion into our people processes from the beginning. We have worked to make our recruitment process more inclusive by introducing a tool to reduce bias in language used in job adverts. We’ve also introduced training for hiring managers and checklists to be used to mitigate bias when hiring. We also raise awareness of bias during other people process such as performance management and make clear how managers need to be aware and mitigate for bias by inviting diverse thoughts and positive challenge from their peers. ; In addition, we have a five year strategy to improve accessibility within the company – both physical and digital accessibility. This also covers how we communicate and our employee and customer journeys. This is available publicly on our website.

  Equal opportunity

  Colt’s Diversity, Equity & Inclusion (DEI) strategy is to build an innovative, great and inclusive place to work. We have four DEI pillars:; ; • Governance & Impact - Ensure we have the governance in place to deliver on our inclusion goals and we collaborate for wider impact that we develop our leaders as inclusive role models.; • Leadership & culture – develop our leaders as inclusive role models and drive an inclusive culture where we can harness diversity of thought for greater success.; • Diverse Representation - Improve the diversity of our workplace, ensuring we represent the communities that we serve.; • Equitable Business Practices - Employ equitable business practices that improve the employee experience and affect positive change in the wider world.; ; Our Global Diversity, Equity & Inclusion policy makes our approach clear and explains our governance structures and our commitment to equal opportunities. It also outlines our zero tolerance approach to discrimination, bullying and harassment. One of the ways we ensure equal opportunities is by building inclusion into our people processes from the beginning. We have worked to make our recruitment process more inclusive by introducing a tool to reduce bias in language used in job adverts. We’ve also introduced training for hiring managers and checklists to be used to mitigate bias when hiring. We also raise awareness of bias during other people process such as performance management and make clear how managers need to be aware and mitigate for bias by inviting diverse thoughts and positive challenge from their peers. ; In addition, we have a five year strategy to improve accessibility within the company – both physical and digital accessibility. This also covers how we communicate and our employee and customer journeys. This is available publicly on our website

  Wellbeing

  At Colt we prioritise the wellbeing of our employees by offering a comprehensive range of initiatives and support systems. In every country where we operate, we provide an Employee Assistance Programme to ensure that our employees have access to confidential counseling and support services when needed. Additionally, we have established a global network of Mental Health First Aiders who are trained to provide initial support and assistance to colleagues facing mental health challenges. Moreover, our Health & Safety team works diligently to maintain safe working environments and provide essential training, including rolling out first aiders to all of our offices. Working in tandem with our Business Continuity team, we are committed to maintaining operational resilience and ensuring continuity of support even in challenging circumstances. Guided by a global wellbeing policy, our organisation fosters a culture of support and inclusivity, with resources, information, and educational materials available through our Wellbeing Academy and intranet page. We empower employee networks and global employee ambassadors to lead wellbeing-related events, sessions, and initiatives, fostering a culture of support and inclusivity within Colt. Furthermore, our CSR team is committed to giving back to the communities we operate in, ensuring that our impact extends beyond the workplace. Together, these initiatives demonstrate our commitment to creating a healthy, supportive, and socially responsible environment for all our employees.

Pricing

• Price: £3 a user
• Discount for educational organisations: No
• Free trial available: No

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 conor.mcevoy@colt.net. Tell them what format you need. It will help if you say what assistive technology you use.