1 PSN Services Service Descriptions - Government Procurement ...

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28 o Many Numbers to a Single Plan: Delivers multiple numbers into the same plan; helps to utilise plan routing o Caller ID (CLI): Routes calls according to their specific CLI o Dialled Number Feature: Uses the dialled number as the entry criteria to split permitting alternative call treatment o ISDN Feature: Routes calls based on the ISDN data of the call. o Payphone Feature: Routes calls on the bases of call originating from a Contractor registered payphone. o Statistics Feature: Allows users with Inbound Architect to gather stats on the behaviour of their call plans. Call Terminating features: o Announcement: Standard courtesy announcement to the caller in the eventuality of it not being possible to answer the call o Follow Me: For out of hours availability to direct calls to another number o Follow Me to Mobile: For out of hours availability where calls can be terminated on mobile ranges o Messagelink 1: Answers calls with a recorded message
29 o Messagelink 2: Answers calls with a recorded message and allows callers to leave a recorded message o Engaged Feature: Plays permanent engaged tone. Reports & Controls Capability - Available through an Inbound Architect web portal: Reports: o Call Details Reports: aggregated effective/ineffective calls, formatted reports o Enhanced RawCall Data (ERD): series of records containing information about the calls, generates record for every call o Rapid Report: near real time call routing data; kept for 3 days o Inbound Analyst: free software available for ERD customers; superior analysing tool Controls: of call data o Lite Control: change the deliver to number; one change at a time, multiple changes can be scheduled (also available without Inbound Architect through Statistics Advanced Feature)
Page 1 and 2: PSN Services Service Descriptions 1
Page 3 and 4: Azzurri Communications Ltd 3 Suppli
Page 5 and 6: 5 i. Azzurri Insight consultancy an
Page 7 and 8: 7. 118 enquiries; 7 ii. Azzurri Inb
Page 9 and 10: 9 ▪ Application management § Azz
Page 11 and 12: British Telecommunications PLC Requ
Page 13 and 14: 13 Authentication and access manage
Page 15 and 16: 15 u) Other Communication Services
Page 17 and 18: 17 **Public Telephony Trunking can
Page 19 and 20: 19 local & national calls inclusive
Page 21 and 22: 21 The Contractor provides the foll
Page 23 and 24: 23 The Contractors UK Network also
Page 25 and 26: 25 o 0845; callers are charged at u
Page 27: 27 o Time of Day: Routes calls acco
Page 31 and 32: 31 processors for security of servi
Page 33 and 34: 33 o Smartnumbers Directed Recovery
Page 35 and 36: 35 of network and line features. Tr
Page 37 and 38: 37 There is a maximum ratio equival
Page 39 and 40: 39 Mail Featurenet Voice Featurenet
Page 41 and 42: 41 Featurenet Standard Functions. T
Page 43 and 44: 43 Call Barring: Controls destinati
Page 45 and 46: 45 existing email environment by de
Page 47 and 48: 47 Call Diversion: Directs calls to
Page 49 and 50: 49 This section concentrates on the
Page 51 and 52: 51 o Calls to the PSTN, voice only,
Page 53 and 54: 53 Support for screen based operato
Page 55 and 56: 55 The Contractor’s service offer
Page 57 and 58: 57 Customer Self Administration Cus
Page 59 and 60: 59 egress to a US Toll carrier. Thi
Page 61 and 62: 61 o Search by name. o Up to two en
Page 63 and 64: 63 Size of call - The service is us
Page 65 and 66: 65 Controller capabilities. The Cha
Page 67 and 68: 67 DTMF Control #9 Chairperson Func
Page 69 and 70: 69 feature. This facility may be di
Page 71 and 72: 71 Recovery Bridge" in a separate l
Page 73 and 74: 73 Web enhanced access to the Servi
Page 75 and 76: 75 Automat ed -max 20 Attend ed - m
Page 77 and 78: 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
Page 843 and 844:
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
Page 853 and 854:
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-
Page 873 and 874:
The following KPIs will apply for i
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The following service level targets
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Problem Management below. The probl
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Where a Problem has created an adve
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include: KPI, Service Levels, Repor
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The Logicalis MSC will perform init
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885 Normal Office Hours lapsed Time
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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
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893 Reports are role-based to meet
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Change Management Logicalis assumes
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897 Minor Major can typically be un
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carried out, a suitable schedule fo
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Service Responsibilities 901 Minor
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change, planning the change and hav
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905 Service Element Hours Days Chan
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907 Recoverability - the time it ta
Page 909 and 910:
TREND REPORTS - track the value of
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Logicalis will produce a Capacity P
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upgrades are treated as a project i
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High priority notifications will be
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917 set up a schedule of automatic
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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
Page 935 and 936:
935 Keep and operate the equipment
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Site Documentation Logicalis amends
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Logicalis prepares, where this is n
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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
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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
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959 create its own reports is inclu
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961 5 key labelling with paper stri
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963 Accessories Wall mounting kits.
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4.2.8 A Non Live Test Environment (
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967 Client OpenStage DECT OpenStage
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969 4.3.1.5 Text to Speech Licences
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971 40 60 OpenStage OpenStage with
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973 · Move Extension Sockets, up t
Page 975 and 976:
5.4 DDI 5.4.1 Optional DDI Services
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5.6.6 The Contactor shall produce r
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5.9.9 The Contractor shall be respo
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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
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993 · Contact Centre Solution Cust
Page 995 and 996:
8.4.1 The Contractors Incident Mana
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997 · Investigation and Diagnosis:
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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 and 1010:
Thales UK Ltd Service Name Service
Page 1011 and 1012:
hours Service desk availability 101
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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