1 PSN Services Service Descriptions - Government Procurement ...

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Manage ment Approach Impact Levels Target service availability 1010 · End User Telephone/Communications Equipment · Managed Technical Support to sites (e.g. configuration, repairs and spares). · Disaster Recovery and Business Continuity Solutions · Provision of a configurable range of User Services, including: · Managed Voice Communications · Conferencing & Distributed Working Services · Internet & Intranet Services · Security Services · Authentication & Access Management · Managed Messaging Services Thales will provide a fully managed service adhering to ITIL v3 processes, utilising ITIL Practitioners and ITIL Foundation qualified personnel. Access will be provided to user support and service/change ordering through the Thales Service Desk and Service Portal (as appropriate). A nominated Thales Service Manager will provide the primary business point of contact between Thales and the Customer for Service Level Agreements, Performance Reporting and Problem Management, as well as providing support and assistance as required to order new services or initiate significant service changes. Where elements of this service are provided by 3rd party providers (e.g. Mobile and Fixed PSTN Operators), Thales will manage all aspects of the relationship with these providers. IL2-2-x, IL3-3-x, IL4-4-x, Service Availability of up to 99.999% could be offered subject to the design of the solution. High Availability, dual resilient designs would enable ’99.999 availability. However, dependant on customer requirements a range of different Service Availability Levels and Support options can be provided, allowing the System Architecture and Support to be matched to Customer specific needs at optimised cost. Service The Service offered will be 24x7x365
hours Service desk availability 1011 Service Desk availability will be 99.999% up time measured on an annual basis. Service coverage will be 24/7/365. Fix times Dependant on the service taken and on which component within the solution has failed will determine the fix time applied. Thales will work with the customer to understand the customer business requirements and devise a ‘fix time’ model which suits the customer’s business requirement. Suitable Service levels will be determined and agreed as part of the System & Architecture Design, but may include a graded service; typically; Gold - 4hours fix, Silver - 12 hours, Bronze - 24hours), offering varied levels of response to different sites to meet individual business needs. Service Entity Service Name Service Description Description Managed Voice Communications This Service offers the comprehensive Supply, Project Management, Installation, Maintenance, Support and 7x24 Managed Operation of Voice Communications Services. The Service includes the following activities: · Design and specification of the Voice System Architecture and Service Provision to meet Customer business and site needs · Procurement, Installation and Commissioning of site-based equipments · Provision of a configurable range of User Services, including: · Traditional & IP Based Voice Services · External (PSTN) Voice Call Packages (e.g. inclusive or minutes-based) · External DDI Services, PSTN Numbers and legacy Porting as required · Premium Rate and Non-Geographic PSTN Numbers
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PSN Services Service Descriptions 1
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Azzurri Communications Ltd 3 Suppli
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5 i. Azzurri Insight consultancy an
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7. 118 enquiries; 7 ii. Azzurri Inb
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9 ▪ Application management § Azz
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British Telecommunications PLC Requ
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13 Authentication and access manage
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15 u) Other Communication Services
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17 **Public Telephony Trunking can
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19 local & national calls inclusive
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21 The Contractor provides the foll
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23 The Contractors UK Network also
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25 o 0845; callers are charged at u
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27 o Time of Day: Routes calls acco
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29 o Messagelink 2: Answers calls w
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31 processors for security of servi
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33 o Smartnumbers Directed Recovery
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35 of network and line features. Tr
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37 There is a maximum ratio equival
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39 Mail Featurenet Voice Featurenet
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41 Featurenet Standard Functions. T
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43 Call Barring: Controls destinati
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45 existing email environment by de
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47 Call Diversion: Directs calls to
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49 This section concentrates on the
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51 o Calls to the PSTN, voice only,
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53 Support for screen based operato
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55 The Contractor’s service offer
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57 Customer Self Administration Cus
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59 egress to a US Toll carrier. Thi
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61 o Search by name. o Up to two en
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63 Size of call - The service is us
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65 Controller capabilities. The Cha
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67 DTMF Control #9 Chairperson Func
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69 feature. This facility may be di
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71 Recovery Bridge" in a separate l
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73 Web enhanced access to the Servi
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75 Automat ed -max 20 Attend ed - m
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77 Dial In The following access met
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79 o Listen Only (Self Mute). This
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81 o Recording. The phone conferenc
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83 manipulation and internal billin
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85 Standards Based Led Desktop Vide
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87 Testing o Connect equipment to i
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89 Video Global Help Desk The Contr
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91 charge to further isolate and re
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93 Ticket Statistics. Ticket Monthl
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95 o Three levels of program suppor
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97 o Feedback: Capture feedback fro
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99 Solution 1 The Video Conference
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101 o Global Certified Partner. POL
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103 meetings. The Service provides
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105 o Feature o Detail applications
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107 o Feature o Detail File Formats
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109 During a session, information i
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111 Preparation and organisation. R
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113 computers that connect to the s
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115 o Service delivered on a range
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117 Service speeds The Contractors
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119 10 Gb 90 working days, subject
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121 100Mb for release within the ne
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123 Virtual Private Networking (VPN
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125 Co-location services - The Cont
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127 o Ironwork and cable trays (und
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129 The Contractor’s Managed Host
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131 Internet Bandwidth is available
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133 Through the portal the customer
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135 o System Compatibility - An App
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137 o Uniform Resource Locator (URL
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139 Explicit, Criminal Activity, Sp
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141 object would then be checked se
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143 Security.Cloud to efficiently a
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145 user, the number of URLs visite
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147 communication occurs once both
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149 Email AntiVirus.cloud delivers
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151 The hosted service leverages an
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153 Reports display performance by
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155 suited for the detection of por
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157 o Remote Access IPSec VPNs: to
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159 o Flexible and scalable offerin
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161 Key Features o Contractor hoste
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163 Assure URU and IP address geo-l
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165 Key Features o A single Sign-on
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167 The Contractor works with multi
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169 automatic update function is bu
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171 o Send encrypted messages to no
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173 o Encryption best practice: pro
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175 o SMX members are notified once
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177 1. Anyone who is interested in
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179 o Using sophisticated Anti-Spam
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181 between internal and external s
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183 This Contractor Service offers
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185 AA) Other Communication Service
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187 o Audit and performance analysi
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189 Efficient Working Package -The
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191 3 rd party HW and SW sourcing a
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) ) ) ) ) The table below is a summ
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) ) ) ) ) ) ) ) o p q r s t u v 195
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197 Transition Services - The take-
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199 Security Assurance ensuring the
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201 Escalation chains for customers
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The Contractor offers a range of se
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o Compliance and governance - Gover
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207 o Infrastructure: bridges, gate
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Cable&Wireless Worldwide The Contra
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211 Security services Security Prac
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The Contractor shall offer a range
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Audio Conferencing The Contractor s
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The Contractor shall offer the opti
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Project Management Service Manageme
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221 Incidents shall be classified b
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ather than Capex - End Users subscr
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225 Basic Voice - all basic PBX Tel
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Call Logging 227 Unlimited calls on
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Conference Cisco 7937G Soft Clients
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Service Provision The Contractor sh
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Service Management The Contractor o
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Service Monitoring 235 Responding t
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The service will provide a number o
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Following the preparation of the Cu
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Numbers - Geographic and Non-Geogra
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Connected Line Identification Prese
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245 G703 and G704 Framed or Unframe
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247 Name of the service affected Ad
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249 The cost of calls to 0843, 0844
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Service Management/Reporting/Servic
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equipment for alarms 24x7. The PBX
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255 A directly connected analogue e
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If it is necessary for engineers to
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259 Level 2 - Service available fiv
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allows remote access for fault iden
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SMS, onward call connect and multip
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Use of Sub-Contractors The Contract
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To initiate/join a conference call,
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269 Codes (PAC) The Contractor shal
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271 Conferencing Active Speaker Mod
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Cisco WebEx Web Conferencing, provi
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275 Audio broadcast Lead scoring an
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via a different number and are gree
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Self-Mute/Unmute - The option to al
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Live Event Support Event moderation
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The online portal will support two
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The Contractor’s Mailbox Service,
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Infrastructure of the Mailbox Servi
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289 Mozilla Firefox. The browser ve
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Technical Standards Industry standa
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If End Users carry out their own mi
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The service allows users to find an
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management tools. The web-based por
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Customer Interface Needs Customer H
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Role Customer 301 Full management o
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The Contractor’s Hosting Service
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provides all its Hosting Services i
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Backup and Restore Services The Con
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309 Compuware OptimalJ Eclipse Ente
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Distributed Protection provides dua
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to connect the Customer to the plat
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All non-conformities/observations a
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either a Counter Terrorist Check or
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The Service includes regular report
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E-Mail filtering Service Descriptio
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withdrawn by the GSLB service in th
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Contractor shall produce network sc
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Whenever an authentication client r
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329 Initial consultancy, design and
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The Contractor’s proxy service ca
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333 High-level rule-base Proposed d
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Use of Sub Contractors The Contract
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337 Service RMADS and service accre
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data held on the Logger appliance t
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341 The Weekly Incident Report will
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The Contractor’s change managemen
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Security Standards Risk Awareness 3
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� Application � Security Techni
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Professional Services can be delive
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351 o Throttled bandwidth o Committ
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Security Features Service Support T
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ps 1000M 355 100Mbps 20Mbps burst 1
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357 Primary and secondary DNS - The
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The Resilient Service Internet Port
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The DDOS mitigation service operate
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363 The Internet router shall adver
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the backup link less preferred. HSR
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Proactive Monitoring As standard, t
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Suppression The following events ar
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371 End User Experience Service Des
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time component of APM shall automat
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Reporting The Customer will be prov
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applications. It is possible to mea
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(design/implementation) Professiona
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381 Alarm-triggering hysteresis Ala
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Interaction with STORM uses web-bas
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The STORM platform receives an emai
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The set up of the inbound or outbou
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shall give the Customer the maximum
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level and specific aspects of manag
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393 Domain Name Service - This prov
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The Professional Services capabilit
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397 Network Level Firewalls - These
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399 Network Intrusion Detection Ser
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Real-time Services Within this serv
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Operational Service Support Operati
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The Cassidian support solution ensu
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Service On-Boarding and Off-Boardin
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Service Off-Boarding - EngSy At the
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ITILv3 Processes All elements of th
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413 process, and its associated act
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415 minimise the impact of Change r
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performed in line with the Cassidia
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419 The Request Fulfilment Service
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Equipment and Support, ISS, Poplar
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Resilience These service offerings
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status. The manual compliance audit
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For additional security the Cassidi
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429 Conference Bridge o Ready Acces
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Enhanced Client Features - Addition
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Service Management Offering Voice S
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Additionally the Cassidian solution
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437 Full Central Managed Service de
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439 View and modify details of an e
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Security Environments Supported All
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443 Primary Master Name Server - Ma
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The Cassidian DNS implementation pr
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It should be noted that within this
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Given the nature of DHCP a multi ho
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451 Ticketing System - This functio
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453 Change Management Process - To
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(CMDB). Any unauthorised configurat
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Organisational Acceptable Use Polic
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459 SPAM Campaigns - Eliminate over
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461 Inter-Organisational Messaging
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Web Messaging - Web messaging will
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465 Proactively protect against evo
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467 Design and delivery of a fully
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Hosting Environment 469 Co-location
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The Cassidian service management te
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Provisioning of the service offerin
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Service Consumers wishing to connec
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When the Service Consumer procures
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The Service Consumer only need prov
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The Secure Managed Storage Service
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483 Access to the servers is enable
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unauthorised access to the other sy
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All other security measures such as
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Compliance Audits Security policy c
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491 Support to the Service Consumer
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upgrades. The encryptors that are u
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495 ECTOCRYP ® Blue comes with 100
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497 Consumer Services Machine Based
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Security Service - Secure Remote Ac
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for the Service Consumer or in part
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A patching deployment review will b
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ensures the firewall elements are i
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Cassidian will manage these gateway
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The CCND Service automates the coll
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511 Full Central Managed Service de
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513 Provide the Service Consumer wi
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system can be configured to provide
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517 Meet key requirements of data p
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This service shall provide the Serv
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Service Management Offering The spe
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523 Service o Authentication o Encr
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This holds user devices away at the
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Tier 2 - Organisational DS The Orga
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Service Management Offering The ser
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The XMPP Service is scalability and
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Daisy Communications Ltd Daisy Comm
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Daisy shall supply a call waiting f
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Place orders for new circuits Submi
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The Transition/Implementation Phase
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Daisy shall not close a fault witho
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Daisy shall provide the capability
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Supply Options: Daisy’s DDI servi
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4 single numbers 5 single numbers 6
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549 · Call Summary By Period (show
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Multi-Plan service number groups -
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· Disconnect Grace Period - A grac
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· Roll Call - The Customer shall h
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· Participant List - The Customer
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Web Conferencing SLAs include: 559
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Daisy shall provide a full range of
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The system shall be modular and it
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Customer to make and receive calls
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· Directory - The corporate direct
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Tech nical Response Hand set Faults
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Service Level, Support and Maintena
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Service Level, Support and Maintena
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575 clamwin f-prot f-secure kav nod
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· SpyWare filter · Instant Messag
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- Red events shall be defined as at
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Daisy shall provide a Managed DDoS
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Designated Security Contacts: The C
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585 Re-starting a windows or Linux
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For Windows users, any open files a
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Daisy shall provide a choice of dat
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The Daisy SCAMP system shall inform
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and Hot-Fix Patch installation; Dum
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The Customer shall be able to resto
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Installation: Daisy shall install a
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Supported O/S Standard Monitoring S
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Restore 2 hours to initiate in busi
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§ Create and manage messaging temp
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An application programming interfac
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Daisy shall publish performance sta
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Traditional and IP based voice serv
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Should OFCOM vary the NGN range, we
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We shall provide, as a minimum, Fib
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· Security features such as the ap
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· Call Pickup · Self Service Port
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· Use of existing or new Direct Ex
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esources such as voicemail. The Ser
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Customers the option of protective
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· Support and Monitoring Services:
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· 24 x365 security monitoring by s
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Endpoint Security 629 enforcement o
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Security Review The Contractor shal
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Once scheduled, the system shall ma
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BRENT A range of encrypted telephon
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Presence An indication of the curre
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Global Crossing Level 3 has been pr
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Project Management The Level 3 proj
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demand and proactive service suppor
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incident is diagnosed as requiring
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For effective management of the ser
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Level 3 has provided a range of bot
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Next Generation service shown at hi
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Lighted Menu key The key lights whe
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655 • Finnish (Finland) • Germa
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657 p/q tagging and switching. Ethe
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659 Cryptography is not enabled by
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661 only) • Chinese (Hong Kong)
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663 • Thai (Thailand) • Turkish
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Voice quality Comfort-noise generat
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667 effectively return calls using
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669 only) • Croatian (Croatia)
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Speakerphone Full-duplex speakerpho
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Hearing-aid-compatible features The
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Large button and impaired hearing p
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The following diagram illustrates h
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Area code of incoming caller - rout
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IL3 (Impact Level 3) 681 Overview o
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provide the same call routing patte
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availability using familiar tools,
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The Unified Communications Service
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Voicemail and Unified Messaging 689
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any communication, including IM, vo
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In the proposed solution, the Lync
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Where customers take the proxy bypa
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697 Managed Hosting Service Model T
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owned or provided by the customer w
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701 change request. Manage SAN zone
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Email and web-filtering services ar
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Firewalls Level 3 have a number of
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Implementation/Project Management.
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The proposed solution will provide
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Level 3 authentication solutions ar
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713 share applications, and collabo
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Transfer files Yes Yes Available on
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grading, and instructor scoring Bre
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administrator and remote printing O
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KCOM Group Plc KCOM shall provide s
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· Splicecom. KCOM offers SIP Trunk
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KCOM builds all Non-geographic numb
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KCOM provides the following desktop
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KCOM provides a hosted email servic
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· Optional Security Event Filterin
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KCOM design and provide solutions b
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· Cisco - Cisco Unity and Unity Co
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KCOM Connect includes audit details
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Logicalis UK Ltd Section 1 Logicali
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741 web and application sign on ser
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The core services delivered to PSN
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Instant Messaging (IM) and Presence
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The modular units described above a
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749 1. Consultancy and Design Servi
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Conferencing Services audio confere
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close collaboration with Logicalis
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The hands on skills of this team ar
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Benefits Management Benefits manage
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The objective of a project review i
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Whilst the value of relationships i
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contact Project Initiation Meetings
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Project Change Control Process Arra
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767 she will be PRINCE2 accredited
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769 correctly; Manage equipment del
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771 Produce an agreed high level mi
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Service commitment Logicalis will p
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Logicalis service architects work w
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Service Transition is delivered thr
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779 Lifespan Contract life. Minimum
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781 Service Management Included Res
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783 Subcontractor No Section 5 Trai
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For IP based Communications, the un
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Logicalis provide Communications In
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789 authentication and access manag
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791 Undertake an IS1 risk assessmen
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Security Services; 793 email and we
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Customer Obligations The hosting eq
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On expiry, or termination of the se
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Temperature 799 failure of power to
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Fault Resolution Logicalis will be
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803 Service is operational but perf
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follows: Scheduled Maintenance Logi
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Logicalis will relay on request and
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non-geographic numbers; 118 enquiri
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811 Service Provision/ Functionalit
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For the Traditional Telephony servi
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Voicemail; Telephone Operator Servi
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Telephone Handset Provision Logical
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Specification and Service Descripti
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2. Implementation of connectivity t
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823 External Carrier Services: To p
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As a Service SLA The Services compr
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Where multiple Services are taken b
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Planned maintenance of the hosting
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To be agreed with Customer. Service
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833 Call account code Remote party
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Remote Working The Remote Working S
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0870 numbers which will provide a n
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Virtual Meeting Room (VMR) Video Pe
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Logicalis provides a range of softw
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843 Diagram: High-Level Topology -
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845 reporting module to provides st
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installation of upgrades under soft
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849 o protocol anomaly detection co
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multi-tenant architecture. It has t
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and maintaining any client software
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Section 9 Support Services Logicali
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Following the reporting of a fault
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Maintained Equipment. The Customer
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Contractor Items Logicalis Items re
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863 Problem Management Maintenance
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Service Level Targets The service d
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eviews present the opportunity to i
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It will be the responsibility of th
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m Priority Level -or- Major P3 -or-
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The following KPIs will apply for i
Page 875 and 876:
The following service level targets
Page 877 and 878:
Problem Management below. The probl
Page 879 and 880:
Where a Problem has created an adve
Page 881 and 882:
include: KPI, Service Levels, Repor
Page 883 and 884:
The Logicalis MSC will perform init
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885 Normal Office Hours lapsed Time
Page 887 and 888:
and technical knowledge, for the pu
Page 889 and 890:
889 Incident Management Part 1
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2. monitoring the on-going availabi
Page 893 and 894:
893 Reports are role-based to meet
Page 895 and 896:
Change Management Logicalis assumes
Page 897 and 898:
897 Minor Major can typically be un
Page 899 and 900:
carried out, a suitable schedule fo
Page 901 and 902:
Service Responsibilities 901 Minor
Page 903 and 904:
change, planning the change and hav
Page 905 and 906:
905 Service Element Hours Days Chan
Page 907 and 908:
907 Recoverability - the time it ta
Page 909 and 910:
TREND REPORTS - track the value of
Page 911 and 912:
Logicalis will produce a Capacity P
Page 913 and 914:
upgrades are treated as a project i
Page 915 and 916:
High priority notifications will be
Page 917 and 918:
917 set up a schedule of automatic
Page 919 and 920:
The above activities will be operat
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The SDM will hold regular reviews w
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Such meetings present the opportuni
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925 Considerations for continuous i
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927 Service Element Hours Days Excl
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Continuity Management Service Respo
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Hours of Cover The following table
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To facilitate the efficient and tim
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935 Keep and operate the equipment
Page 937 and 938:
Site Documentation Logicalis amends
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Logicalis prepares, where this is n
Page 941 and 942:
941 example, the service ascertains
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· Testing - the definition and exe
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945 availability checking; incident
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· Health Checks - these services d
Page 949 and 950:
Siemens Communications 1. Executive
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Directory Enquiry Service 951 Servi
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953 (ii) The Customer can request t
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955 · Music On Hold · Direct dial
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3.4.2 The Contractor shall provide
Page 959 and 960: 959 create its own reports is inclu
Page 961 and 962: 961 5 key labelling with paper stri
Page 963 and 964: 963 Accessories Wall mounting kits.
Page 965 and 966: 4.2.8 A Non Live Test Environment (
Page 967 and 968: 967 Client OpenStage DECT OpenStage
Page 969 and 970: 969 4.3.1.5 Text to Speech Licences
Page 971 and 972: 971 40 60 OpenStage OpenStage with
Page 973 and 974: 973 · Move Extension Sockets, up t
Page 975 and 976: 5.4 DDI 5.4.1 Optional DDI Services
Page 977 and 978: 5.6.6 The Contactor shall produce r
Page 979 and 980: 5.9.9 The Contractor shall be respo
Page 981 and 982: 5.12.6 The Contractor shall be resp
Page 983 and 984: 5.14.1 The Contractor will provide
Page 985 and 986: 5.16.9 The Contractor will create a
Page 987 and 988: 987 Communications, voicemail, and
Page 989 and 990: 989 · Spyware; · Adware; · Malwa
Page 991 and 992: 7. Professional Services 7.1 The Co
Page 993 and 994: 993 · Contact Centre Solution Cust
Page 995 and 996: 8.4.1 The Contractors Incident Mana
Page 997 and 998: 997 · Investigation and Diagnosis:
Page 999 and 1000: 999 The Contractor shall operate se
Page 1001 and 1002: PSN Proactive Service 1001 PACKAGE
Page 1003 and 1004: Incident Management Proactive 1003
Page 1005 and 1006: SERVICE COVER PERIOD 1005 Onsite Ma
Page 1007 and 1008: Availability Management Proactive S
Page 1009: Thales UK Ltd Service Name Service
Page 1013 and 1014: availability Service coverage will
Page 1015 and 1016: Manage ment Approach 1015 · Intern
Page 1017 and 1018: Service Description Manage ment App
Page 1019 and 1020: Impact Levels Target service availa
Page 1021 and 1022: Vodafone Limited Vodafone will prov
Page 1023 and 1024: 1023 Support Team plan Service Gove
Page 1025 and 1026: 1025 Weekdays Help desk to help des
Page 1027 and 1028: • Caller Line Identity - Users ca
Page 1029 and 1030: Service Levels Available: Foundatio
Page 1031 and 1032: Lot 1.5 Service Description - Vodaf
Page 1033 and 1034: Comprehensive 24Hrs Support Weekday
Page 1035 and 1036: Enhanced 08:00 - 18:00hrs Every Day
Page 1037 and 1038: Presence - Vodafone OneNet Global E
Page 1039 and 1040: 1039 System design - Yes Service Le
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1 PSN Services Service Descriptions - Government Procurement ...

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