1 PSN Services Service Descriptions - Government Procurement ...

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30 o Simple Control: changes call routing on live Advanced plans; certain Advanced Feature settings only o Full Control: design, build, modify and implement Advanced call routing plans Common Intelligent Service Layer (CISL) details o The supporting technology of Inbound Contact is based on CISL with some services provided via Recorded Information Distribution Equipment (RIDE). Reliability is designed into the platforms by means of replication and redundancy. This currently results in the achievement of 99.999% reliability. The Contractors network is proactively managed 24 hours a day, 365 days a year. o CISL is the backbone of the Inbound Services supporting technology. It is a resilient IP based platform on which most of the Inbound products are provided. It provides service from 4 sites. The two main CISL A&B sites are Reading and Crawley while the C&D sites are Milton Keynes and Nottingham and all 4 CISL sites will have the same Network functionality. If any failure happens at one site, the other sites take the call traffic over immediately. o RIDE is a mass call termination platform that plays pre-recorded announcements and captures voice messages and data. This service is provided by 40 identical nodes spread across the UK, so that calls are answered as close to call origination as possible in order to minimise network congestion. Each node contains duplicated
31 processors for security of service. But in the event of a problem with one node, calls can be handled at any of the remaining 39 nodes. E) Calls & Lines - Service Description for Call Preference Services The Contractor has designed a number of Call Preference Services for Public Sector customers. These are available to customers as either a Commodity or Managed Service. The Contractor provides the following Call Preference Services: Time driven rules: The Contractor manages the call routing according to rules based upon time of day and or day of the week. This allows the Contractor to route the call from originating (geographic) location to an alternate customer location or contractors network to either play a standard message or customer recorded message. Caller Line Identification (CLI) rules: The Contractor provides a service to routes calls based upon their CLI information (unique network information according to line origin and identity). This allows the Contractor to route a geographic and non-geographic numbers to any location based on customer requirement. Regulatory provision: The Contractor provides as part of its conformance with regulated services and the Civil Contingencies act the provision of services under the GTPS (Government Telephony Preference Scheme) and its replacement service EGTPS. This service supports the provision to Government-approved organisations, through a combination of dedicated lines and/or switching hardware and software, a means for essential users to have assured access via
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 and 28: 27 o Time of Day: Routes calls acco
Page 29: 29 o Messagelink 2: Answers calls w
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
Page 79 and 80: 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
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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
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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
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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
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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
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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
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5.14.1 The Contractor will provide
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5.16.9 The Contractor will create a
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987 Communications, voicemail, and
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989 · Spyware; · Adware; · Malwa
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7. Professional Services 7.1 The Co
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993 · Contact Centre Solution Cust
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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
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PSN Proactive Service 1001 PACKAGE
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Incident Management Proactive 1003
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SERVICE COVER PERIOD 1005 Onsite Ma
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Availability Management Proactive S
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Thales UK Ltd Service Name Service
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hours Service desk availability 101
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availability Service coverage will
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Manage ment Approach 1015 · Intern
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Service Description Manage ment App
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Impact Levels Target service availa
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Vodafone Limited Vodafone will prov
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1023 Support Team plan Service Gove
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1025 Weekdays Help desk to help des
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• Caller Line Identity - Users ca
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Service Levels Available: Foundatio
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Lot 1.5 Service Description - Vodaf
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Comprehensive 24Hrs Support Weekday
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Enhanced 08:00 - 18:00hrs Every Day
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Presence - Vodafone OneNet Global E
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1039 System design - Yes Service Le
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