Exchange Communications Installations Ltd

Exchange Communications 1CloudTalk Telephony Powered by Avaya

Our 1CloudTalk Telephony service is built on an Avaya IP Office or Avaya Aura platform delivered as a single instance hosted service. It provides a resilient, flexible and secure solution for organisations of upto 6000 telephony/unified communications users looking to transition to the Cloud.

Features

• Proven Avaya solution hosted in UK datacentres
• Fully-featured voice services for both fixed and mobile users
• User friendly Management interface, no need for additional training
• Simple licence structure, Unified Communication (softphone) user
• Call handling, voicemail, messaging, conferencing, presence, Instant Messaging
• Supports multiple Avaya handsets, no need to replace hardware
• Third Party integration including MS Teams, Google and Salesforce CRM
• Designed for upto 6000 users
• Access to certified Avaya enhancements and upgrades
• Optional add-ons - Reporting, Contact Centre, Call Recording

Benefits

• Predictable communication costs with no upfront capital expenditure (CAPEX)
• Flexible pay per seat, pay what you use model (OPEX)
• Agile expansion with extra users easily added whenever needed
• Investment protection, roll out cloud services at your own pace
• Instant access to new capabilities without forecasting or capital expenditure
• Multiple configuration options via simple to use web-based administration tool
• Secure and private by design, proven by extensive testing
• Easier roll-out, increased control, automatic updates, built-in resiliance
• Home/Mobile workers enjoy same call benefits as office-based workers
• Wide-range of endpoints and applications also available on license basis

£4.19 a user a month

• Education pricing 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 bids@exchangecommunications.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

977176693107825

Contact

David Morse
0141 776 8859
bids@exchangecommunications.co.uk

Service scope

• Software add-on or extension: No
• Cloud deployment model: Private cloud
• Service constraints: Planned maintenance is performed to have zero impact. Software upgrades to the platform are scheduled in advance to have zero downtime. It may not be possible for users to remain on the previous version.
• System requirements: Minimum - 20 user licences

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: We acknowledge receipt within 1 working hour and all questions are responded to within 4 working hours
• 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: 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: Through the web chat functionality on our website the end user can request Live Chat, send a message or request Call Back
• Web chat accessibility testing: Currently undergoing Website upgrade
• Onsite support: Yes, at extra cost
• Support levels: Silver (level 1) - 09:00 to 17:00 Mon-Fri excluding public holidays, Phone/Fax/ email support, Proactive monitoring, Dedicated service desk team, customisable notification, Remote diagnostics, Escalation process Price per Annum 5% of RRP of supported item Silver (level 2) - As per Silver Level 1 except 08:00 to 20:00 Mon-Fri excluding public holidays Price per annum - 7% of RRP of supported item Gold - As per Silver level 2 except 24x7x365 excluding public holidays Price per annum - 10% of RRP of supported item Platinum - 24x7x365 as per Gold including Software release management Price per annum - 12% of RRP of supported item. All clients receive a named service desk contact and primary Avaya expert engineer. Mutually agreed SLA's - 30 mins to 1 day response times, 1 hour to 2 day fix times available
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Selecting Exchange Communications as a preferred telephony/communications systems provider is the start of a long-term partnership. The primary objective of this partnership is to maintain our clients’ systems to their optimal performance level, and to help provide a first-class service to their customers and staff. During the implementation stage a Communications Plan is developed as part of the Project Plan detailing which communications are appropriate, frequency, purpose, owner and target audience. Regular review meetings are also arranged at different stages of the implementation to ensure the project is running smoothly and the client is happy with the progress made. As part of the implementation phase we are able to offer online or on-site training speciifc to the client including full user documentation. Once the service is live, we believe that communication remains vital. Our standard approach for communication and client engagement requires three primary forms of engagement: • Account Management - responsible for the day to day account relationship, providing a consistent and informed point of contact • Solution Management - responsible for product and service design and emerging market technology. • Service Management responsible for all aspects of service performance, reporting and support within the Service Support Centre.
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: Exchange will assist any new provider to minimise the risks of transition and fully co-operate providing electronic downloads of all parameters pertaining to DDIs, agents, dial plans and call flows. We would continue to provide the normal class of service up until the termination date / time. This includes preserving access to reports and call recordings if required for 30 days beyond the contract end date.
• End-of-contract process: The cost of the data extract service is included within the proposed pricing. The data extract will be run one month before contract termination. Any other services required will incur additional costs that will be quoted in advance for acceptance.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
• Application to install: Yes
• Compatible operating systems:
  • Android
  • IOS
  • MacOS
  • Windows
  • Windows Phone
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: Workplace Client provides a holistic unified communications experience that works as well on a browser, mobile device or room-based system as it does on a desktop. Communication capabilities seamlessly follow the user as they move from device to device. It is easy to access contact lists, click to call, start a video session or schedule a meeting - all from the same familiar and intuitive user interface. The Workplace client automatically adapts to the phone being used to ensure the user gets optimal experience. It is supplied as part of the Unified Communications (UC) user licence.
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: Workplace is a downloadable, SIP based unified communications client that is included in the Core UC license. Avaya Workplace connects the entire workforce by bringing all methods of communication together in one environment with a user interface that adapts to each platform operating system and device type. This software solution extends the features and services of the platform to desktop, mobile, and virtual users including support for, iPhone, iPad, Android, Windows, and MacOS devices.
• Accessibility standards: WCAG 2.1 AAA
• Accessibility testing: Full VPAT reports covering Avaya Workplace as well as Administration Portal
• API: Yes
• What users can and can't do using the API: The Avaya cloud solution is based on open API clients to share resources, provide improved customer service, and keep mobile employees accessible. The proposed solution fully integrates with desktop applications including MS Teams
• API documentation: Yes
• API documentation formats: PDF
• API sandbox or test environment: No
• Customisation available: Yes
• Description of customisation: Client administrators can configure personal greetings, hunt groups, coverage paths, hours of operation, class of service, class of restriction, DDIs, extensions and many other standard telephony settings.

Scaling

• Independence of resources: Each 1ColudTalk Telephony solution is built in its own private cloud so will have the ability to scale as necessary for each client. The solution is very flexible and additional capacity can easily be added. The number of licences actually used (the so called “high water mark”) is charged for, as calculated on a monthly (calendar) basis on the hosted platform. This ensures other users will not affect the service received. We manage security and privacy through assessments and tests that protect the integrity and performance of the service.

Analytics

• Service usage metrics: Yes
• Metrics types: Configuration and performance reports can be generated to match the clients requirements.
• Reporting types:
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

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

Staff security

• Staff security clearance: Conforms to BS7858:2019
• 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: Managed by a third party
• Penetration testing frequency: At least every 6 months
• Penetration testing approach: ‘IT Health Check’ performed by a CHECK service provider
• Protecting data at rest:
  • 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
• Equipment disposal approach: A third-party destruction service

Data importing and exporting

• Data export approach: Exchange would initiate any data export required by the user.
• Data export formats:
  • CSV
  • ODF
• Data import formats:
  • CSV
  • ODF

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • Private network or public sector network
  • TLS (version 1.2 or above)
• Data protection within supplier network: TLS (version 1.2 or above)

Availability and resilience

• Guaranteed availability: The 1CloudTalk Telephony solution is available in two service plan options hosted at highly available, secure and diverse UK based data centres.; Standard plan - Single data centre; Business Continuity plan - Dual data centre
• Approach to resilience: The 1CloudTalk solution is available in two service plan options hosted at highly available, secure and diverse data centres. ; Standard plan - Single data centre, resilience within primary data centre only ; Business Continuity - Dual data centre, full application resilience between data centres.; The hosted solution can be resiliently delivered across the internet to provide access from disparate locations (ie: home or field). Within the Business Continuity Service Plan the UK data centres are interconnected via a high-performance 1Gb fibre network and are carrier neutral. All DC’s are monitored 24/7 and backed by a 100% uptime power and network guarantee.; Interconnectivity; • Dark Fibre Capability; • Carrier Neutral; • Diverse Network Entry Points; • Tier 1 Connections; • Direct Peering Connections – LINX, Telehouse, Equinix; • Private Network Ring Connecting all DCs; • Private Network Ring – Resiliency N+2; Power; • Site Capacity – 1MW; • Rack Distribution – Dual feed single phase/ 3 phase delivery; • UPS Resiliency – N+1 c/w battery backup; • Generator Resiliency – N; Environmental; • Cooling Systems – N+1; • Temperature Controlled Rooms – 22°C +/-2°C; • Fire Detection Systems; • Full Gas Suppression System; • Under Floor Leak Detection System
• Outage reporting: We have an automated email alert system to report any outages

Identity and authentication

• User authentication needed: Yes
• User authentication: Username or password
• Access restrictions in management interfaces and support channels: A directory of all system passwords are held centrally by Exchange and only provided to the specific engineers assigned to the customer’s account. It is Exchange’s corporate policy to never leave Avaya systems with default passwords. Unique passwords are provided for every customer and every system they have. Passwords are not created in a format that can be easily guessed (ie. they do not contain an abbreviation of the customer’s name). Passwords are changed / updated particularly if a member of engineering staff ceases to be an employee.; Support requests can only be accepted by authorised Client personnel if neccessary.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Limited access network (for example PSN)
  • 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: User-defined
• Access to supplier activity audit information: Users receive audit information on a regular basis
• 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: 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: Yes
• Security governance certified: Yes
• Security governance standards:
  • ISO/IEC 27001
  • Other
• Other security governance standards: Exchange are working towards ISO27002 certification although the 1CloudTalk solution is delivered in compliance with ISO 27001 principals.
• Information security policies and processes: As part of the Data Protection Act 1998 it is the company’s responsibility to identify and specify to all workers undertaking work on behalf of Exchange Communications whether permanent, temporary, agency or sub-contractor staff the appropriate processes and procedures to enable compliance with the Data Protection Act. Ultimate responsibility for this is held by our Managing Director although the IT Security Manager – Ewen Edward-Smith ensures that the policies are adhered to on a day-to-day basis through regular consultation with Line Managers and monitoring of the relevant processes. Staff are encouraged to flag up potential breaches. Breaches are recorded and classified according to their severity with appropriate action ranging from reminding staff of their responsibilities to adhere to policy; amending or improving internal processes to ensure the breach cannot be repeated; and in the most serious circumstances where breach has been deliberate and for personal gain or advantage formal disciplinary procedures will be followed.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: The 1CloudTalk solution is supplied with an easy to use on-line admin portal incorporating an intuitive GUI to allow admin staff to make configuration changes to accommodate MACs as well as amend routing tables for controlling call flows.; Access is protected by passwords and definable user rights so that the level of access matches staff expertise. Changes are automatically made on a local copy of the system’s configuration to ensure a back-up copy is always available. Every access is logged with an audit trail documenting the most recent changes made.
• Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Vulnerability management approach: The 1CloudTalk solution utilises data centres delivered in compliance with ISO 27001 principals. This process follows a system from inception through to live running and has annual checks to ensure that the system continues to be maintained and developed in a secure way. Penetration testing is undertaken where new and updated software is deployed. This is prioritised using a risk analysis system based on data held and attack surface. Penetration testing requiring external accreditation is undertaken by 3rd party Check Accredited companies. Any issues discovered are tracked from discovery to completion in a Security Improvement Plan.
• Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Protective monitoring approach: The 1CloudTalk solution protects from unauthorised access by utilising the following service design; ; - Protection Against Malicious or Accidental Attack ; o Firewalls restrict access to the platform. ; o Customer access firewalls isolate Customers from the platform and from each other. ; o Only required ports and protocols are enabled. ; o Best practice recommendations ; Incident severity governs response time typically < 15mins
• Incident management type: Conforms to a recognised standard, for example, CSA CCM v3.0 or ISO/IEC 27035:2011 or SSAE-16 / ISAE 3402
• Incident management approach: As part of our Quality Management accreditation we have documented processes covering “Maintenance”, “Fault Reporting” and “Escalation”. Our ‘single point of contact’ award winning service desk is available 24/7/365 days and deals with all reported incidents. Incidents can be reported by using Phone, Email or Interactive Website. Upon reporting an incident, details are entered onto our Salesforce CRM. A unique reference number is issued by which subsequent enquiries pertaining to the fault can be tracked. Full reports covering all incidents logged onto our CRM system will be produced and reviewed.

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

  Exchange have a long established Environmental Management System that is annually assessed & accredited to ISO 14001. Our Environmental Policy ensures the company, our staff & all members of our supply chain work in a responsible manner, reducing the impact of our operations on the environment, wherever possible. ; As part of this commitment we have implemented a Carbon Reduction Plan with an aim to be a net zero contributor to greenhouse gases (GHG) by 2030. As part of the plan we measure both direct (ie: electricity, gas, travel for business) & indirect (staff commuting) emissions covering our offices & through our interaction with clients. Since implementation we have changed our electricity provider & contract to a carbon-free supply so that gas is our only source of office-generated emissions. We have reduced our fleet of vehicles & encourage less customer site visits through better use of technology. We continue to reduce the volume of waste while increasing the percentage being sent for recycling. These initiatives have seen our carbon emissions decline by approximately 28%. ; Over the next 7 years we plan to further address greenhouse emissions as follows:; • Improve planning to reduce mileage for travel – ie: combine journeys; • Encourage meetings via video conference to reduce need for travel; • Investigate & introduce carbon offset measures for air travel; • Replace air travel with other forms of public transport where feasible; • Encourage staff to find fewer emitting modes of travel for commuting ; • Maintenance of heating & air conditioning systems to maintain efficiency; Our Carbon Reduction Plan is available for customers to view on our website & is annually updated.; Our continuing ISO14001 accreditation is key so we hold scheduled reviews including our senior management team to ensure we continue to monitor & improve our environmental performance.

  Covid-19 recovery

  We acknowledge & appreciate that our business activities impact on the communities in which we operate. For all contract customers we commit to delivering social, economic & environmental benefits during the entire contract period. This includes; ; - Creating employment, re-training and other return to work opportunities for ; those left unemployed by COVID-19, ; - Support people and communities to manage and recover from the impacts ; of COVID-19.; - Support organisations and businesses to manage and recover from the ; impacts of COVID-19.; - Improve workplace conditions that support the COVID-19 recovery effort ; including effective social distancing, remote working, and sustainable travel ; solutions

  Tackling economic inequality

  We want to succeed as a business in alliance with the communities in which we operate so we will provide local economic benefits;; • Seek opportunities for involvement in the community through educational programmes, charity & voluntary work. We would take part in numerous visits to local educational establishments or provide site visits for students to attend. We will provide career advice including CV writing & skillset requirements for working in telecoms. ; • Consider opportunities for community benefits, such as the recruitment & training of economically inactive & disadvantage people. ; • We will look to employ up local based engineers (FTE/Apprentice) to assist in system support. We already have an active apprenticeship & graduate recruitment scheme & as with similar contracts we are able to allow students from local colleges to shadow our engineers during implementation as part of a work placement or pre-employment course.; • Support local companies in the form of attending Meet the Buyer events & providing business support for third sector organisations; • Provide reports on local companies used within our supply chain; As we want to succeed as a business in alliance with all communities in which we operate, we will also;; • Strive to be a good neighbour.; • Engage in a constructive dialogue & wherever possible work in partnership with the community.; • Respect & acknowledge local cultural & religious needs. ; • Promote diversity in our supply chain by support local SME’s & VCSE’s; • Respond promptly to enquiries from interested parties & provide relevant information regarding our activities.; • Promptly pay small suppliers within 30 days.

  Equal opportunity

  Our most important resource are our employees so we incorporate a Fair and Equal Pay Policy with the promise to continue to pay well above the UK’s Minimum Wage and real Living Wage. ; We are committed to eliminating discrimination and encouraging diversity amongst our workforce. Our aim is that our workforce will be truly representative of all sections of society and each employee feels respected and able to give of their best. Our Equality, Diversity and Inclusion Policy provides equality and fairness for all with no discrimination on grounds of gender, marital status, race, ethnic origin, colour, nationality, national origin, disability, sexual orientation, religion or age. We oppose all forms of unlawful and unfair discrimination. Selection for employment, promotion, training or any other benefit will be on the basis of aptitude and ability.; We provide our staff with the stability of employment with designated hours of work and do not use exploitative employment practices such as zero-hour contracts. We support flexible and family friendly working with our Flexible Working Policy which offers employees the ability to;; • Change the amount of hours they work; • Change to the times when they are required to work; • Work from home ; ; Our family friendly working covers;; • Maternity leave and pay; • Antenatal appointments; • Paternity leave and pay; • Adoption leave; • Shared parental leave ; • Family emergencies; ; The policies mentioned above are all fully supported by senior management and monitored and reviewed annually to ensure our staff retention rate remains high. This has allowed us, as a reputable and ethical employer to achieve the “Investors in People” award for the last 15 years.

  Wellbeing

  We are committed to the principle that our business goals will be best achieved when we consistently act within an ethical framework that enables us to be a good ‘corporate citizen’. Our Ethics & Corporate Social Responsibility Policy defines the basic principles, ethics & values that guide Exchange in its business conduct. We consider it critical that we work in accordance with these values to maintain our reputation & our relationship of trust with our workforce, customers, suppliers & the community. We will conduct our business legally, honourably & ethically & at all times we will ; • Trade & compete fairly never obtaining or maintaining business through illegal conduct.; • Not tolerate any employee of the company offering, soliciting or receiving any form of bribe or inducement.; • Report financial information in a complete, accurate, honest & timely manner.; • Treat our customers, suppliers & stakeholders as we would want to be treated ourselves.; • Influence staff, suppliers, customers and communities to support health and wellbeing, including physical and mental health; • Collaborate with users and communities in the codesign and ; delivery of the contract to support strong integrated communities. ; - Influence staff, suppliers, customers and communities through the delivery ; of the contract to support strong, integrated communities,

Pricing

• Price: £4.19 a user a month
• Discount for educational organisations: Yes
• 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 bids@exchangecommunications.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.