1 PSN Services Service Descriptions - Government Procurement ...

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40 Performance and network management data can be accessed securely online, by authorised users with an Internet-enabled PC. reports: Management Reports - Customers can download the following network management Graphical Costed Usage reports Textual Costed Usage reports Reports Time to Answer Incoming Call Statistic Reports Includes: o call costs by site o Off-net Call Charges o On-net/Off-net Ratio reports Provides: o Highest call charge/s o longest duration call o most frequently dialled number o outgoing call summaries Available in both textual and graphical format. Reports detailing uniform call distribution and contractors performance. Billing Analyst – This is an optional set of tools to analyse and control telephony expenses., It can be accessed securely online, by authorised users with an Internet-enabled PC. The service provides a breakdown of billing information, site by site, to enable and interpret records by spend or patterns. The Contractors Billing Analyst tool is free for One Bill Plus customers, with consolidated bills delivered via CD-Rom.
41 Featurenet Standard Functions. The Contractor’s Featurenet 5000 service provides more than 350 user features, the most common key features are: Call Diversion: Directs calls to another extension or external number. This can be all calls, calls on busy only, or calls on no reply only Call Offer: Lets another extension user within the customers network who is engaged on a call know that they are needed urgently. Call Pick-Up: Allows users to answer a call to another line in the same location from an alternative phone. Call Transfer: Transfers a call to another line extension or to an external number, including mobiles. Caller Return: A 1471 service, which identifies the CLI number of the last caller. Call Waiting: Audio and or visual signal indicating to caller and recipient that the caller is waiting. This enables recipient the option to place the call on hold and answer the waiting call. Code Calling: Allows users to store numbers within the contractors system to retrieve and dial the number with a truncated code. i General Interrogation: identifies with audio or visual information the current settings of key features.
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 and 30: 29 o Messagelink 2: Answers calls w
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: 39 Mail Featurenet Voice Featurenet
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
Page 81 and 82: 81 o Recording. The phone conferenc
Page 83 and 84: 83 manipulation and internal billin
Page 85 and 86: 85 Standards Based Led Desktop Vide
Page 87 and 88: 87 Testing o Connect equipment to i
Page 89 and 90: 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
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-
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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
Page 909 and 910:
TREND REPORTS - track the value of
Page 911 and 912:
Logicalis will produce a Capacity P
Page 913 and 914:
upgrades are treated as a project i
Page 915 and 916:
High priority notifications will be
Page 917 and 918:
917 set up a schedule of automatic
Page 919 and 920:
The above activities will be operat
Page 921 and 922:
The SDM will hold regular reviews w
Page 923 and 924:
Such meetings present the opportuni
Page 925 and 926:
925 Considerations for continuous i
Page 927 and 928:
927 Service Element Hours Days Excl
Page 929 and 930:
Continuity Management Service Respo
Page 931 and 932:
Hours of Cover The following table
Page 933 and 934:
To facilitate the efficient and tim
Page 935 and 936:
935 Keep and operate the equipment
Page 937 and 938:
Site Documentation Logicalis amends
Page 939 and 940:
Logicalis prepares, where this is n
Page 941 and 942:
941 example, the service ascertains
Page 943 and 944:
· Testing - the definition and exe
Page 945 and 946:
945 availability checking; incident
Page 947 and 948:
· Health Checks - these services d
Page 949 and 950:
Siemens Communications 1. Executive
Page 951 and 952:
Directory Enquiry Service 951 Servi
Page 953 and 954:
953 (ii) The Customer can request t
Page 955 and 956:
955 · Music On Hold · Direct dial
Page 957 and 958:
3.4.2 The Contractor shall provide
Page 959 and 960:
959 create its own reports is inclu
Page 961 and 962:
961 5 key labelling with paper stri
Page 963 and 964:
963 Accessories Wall mounting kits.
Page 965 and 966:
4.2.8 A Non Live Test Environment (
Page 967 and 968:
967 Client OpenStage DECT OpenStage
Page 969 and 970:
969 4.3.1.5 Text to Speech Licences
Page 971 and 972:
971 40 60 OpenStage OpenStage with
Page 973 and 974:
973 · Move Extension Sockets, up t
Page 975 and 976:
5.4 DDI 5.4.1 Optional DDI Services
Page 977 and 978:
5.6.6 The Contactor shall produce r
Page 979 and 980:
5.9.9 The Contractor shall be respo
Page 981 and 982:
5.12.6 The Contractor shall be resp
Page 983 and 984:
5.14.1 The Contractor will provide
Page 985 and 986:
5.16.9 The Contractor will create a
Page 987 and 988:
987 Communications, voicemail, and
Page 989 and 990:
989 · Spyware; · Adware; · Malwa
Page 991 and 992:
7. Professional Services 7.1 The Co
Page 993 and 994:
993 · Contact Centre Solution Cust
Page 995 and 996:
8.4.1 The Contractors Incident Mana
Page 997 and 998:
997 · Investigation and Diagnosis:
Page 999 and 1000:
999 The Contractor shall operate se
Page 1001 and 1002:
PSN Proactive Service 1001 PACKAGE
Page 1003 and 1004:
Incident Management Proactive 1003
Page 1005 and 1006:
SERVICE COVER PERIOD 1005 Onsite Ma
Page 1007 and 1008:
Availability Management Proactive S
Page 1009 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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