service description · web view*requires pbx integration bolt-on **free calling minutes subject to...

Microsoft Teams - CloudUCX Service Description

The information contained within this document, or subsequently provided, whether verbally or in documentary form, is confidential to Gamma and is provided to the organisation named within this document only. It shall not be published, disclosed or reproduced wholly or in part to any other party without our prior written consent. Gamma has made all reasonable efforts to ensure the accuracy and validity of the information provided herein and we make no warranties or representations as to its accuracy. Gamma should be notified of all requests for disclosure of Gamma supplied information under the Freedom of Information Act.

ContentsService Description.............................................................................................................................................................................................................................................5

Services Overview...................................................................................................................... 5

Professional Services................................................................................................................14

Offboarding Process................................................................................................................. 17

Conditions on the Customer......................................................................................................17

Account Management...............................................................................................................17

Service & Support..................................................................................................................... 18

Business Continuity.................................................................................................................. 20

Billing & Invoicing...................................................................................................................... 20

Quality Standards & Security....................................................................................................20Appendix A - User Devices...............................................................................................................................................................................................................................21

Microsoft Teams - CloudUCX | Service Description© Gamma. All rights reserved. Confidential.

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Service Description

Services OverviewCloudUCX is a collection of cloud solutions delivered as a service which enhance the standard Microsoft Teams offering by adding enterprise telephony - connecting Microsoft Teams to the public switch telephony network (PSTN). It allows businesses to leverage Microsoft Teams to make and receive external calls without the need for Microsoft Calling Plans or on-premise equipment. All Cloud UCX services are designed to help organisations get the most out of MS Teams and deliver:

Enterprise-grade technology

Fast on-boarding and ROI

Better value and choice of calling plans

Flexibility and integration

Resilience and reliability

Global reach and scale

Cloud aggregation and simplification

These services can be provided on 36-month contract terms with an optional extension of 2 x 12 months.

This service is delivered by Exactive, a Gamma company.

Platform

CloudUCX is a fully resilient service that is based on AudioCodes Cloud Edition virtual Session Border Controllers hosted in AWS. Cloud Edition offers increased high availability and scalability and flexibility for tenants. Having the AudioCodes Cloud Edition highly available clusters in place means that multiple components can fail within a single cluster without impact to the service. The highly available solution is located in AWS UK government compliant datacentres (in London and Ireland).

Encryption

Traffic is encrypted between endpoints using a combination of HTTPS, SRTP and S-SIP with AES-128bit level encryption with TLS1.2. The encryption that applies depends on the type of traffic and call flow, but all calls up to the PSTN via the Direct Routing SBCs is encrypted and secure. Once connected to the PSTN, only the PSTN leg is unencrypted as is standard on any PSTN connection for any solution.


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International Services

The CloudUCX Calling Service is available in the following 26 destinations across EMEA; APAC & USA:

Region Country SIP Included Bring your own SIP

EMEA UK

EMEA Austria

EMEA Belgium

EMEA Spain

EMEA France

EMEA Germany

EMEA Ireland

EMEA Italy

EMEA Netherland

EMEA Sweden

EMEA Denmark

EMEA Portugal

EMEA Switzerland

EMEA Czech Republic

EMEA Finland

EMEA Luxemburg

EMEA Norway

EMEA Poland

EMEA Romania

EMEA Slovakia

APAC Hong Kong

APAC Japan

APAC Singapore

Americas USA

Direct Routing

Page 6 of 25 Microsoft Teams - CloudUCX | Service Description© Gamma. All rights reserved. Confidential

Direct Routing allows organisations to connect their own SIP Trunks directly to Office365. Organisations can work with their local Telecommunications provider to enable Microsoft Teams users to make and receive telephone calls. Our cloud-based Direct Routing platform offers features and functionality that other hosted Direct Routing platforms cannot offer including native SIP device registrations, analogue device support, Call Recording and Contact Centre integration.

The benefits of Direct Routing:

Ability to connect local PSTN providers to Microsoft Phone System

Ability to integrate Microsoft Phone System with legacy PBX

More flexible than Microsoft Calling Plans

Cost/Scalability

Flexible routing capabilities (Automatic DR failover, LCR)

Can coexist with on-premise Skype for Business Server infrastructure

Can be used in conjunction with Microsoft Calling plans

Direct Routing for Microsoft Teams diagram

Subscription Types

The CloudUCX Calling Service is a highly scalable and resilient 24×7 subscription designed as a platform to enable Direct Routing for an organisation. It includes industry-leading platform support.

The CloudUCX Calling Service is designed to provide maximum flexibility to cater for various technical and commercial requirements.

These services can be provided on 36-month or 60-month subscriptions.

CloudUCX Features


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Below is a table of the features included as standard with CloudUCX. For a full description of each feature refer to ‘services features descriptions’ below.

Feature Included as standard?

Managed Onboarding

User Migration Services

Teams training portal

CloudUCX Calling Service support

Portal Based Support

Phone Support

24x7 Support

Microsoft Teams Support

Teams Adds, Moves and Changes

Regular Service Reviews

Dedicated Account Manager

Custom Number Presentation


Services Features Descriptions

Feature Definition

Managed Onboarding The CloudUCX onboarding service is a 4-step process: High-level Design Service Onboarding Acceptance Testing High-Level DesignWe will conduct a design workshop with relevant IT team members and key decision makers.The output of the workshop is a High-Level Design (HLD) and detailed prerequisites document.Service OnboardingWe will provision you onto CloudUCX.We will provide handover documentation including the following: Firewall exceptions User enablement commands Office365 tenancy configuration

Acceptance TestingWe will carry out acceptance testing to verify that the CloudUCX Service has been successfully onboarded and the service is ready for production.

User Migration Services Gamma will assist with administration tasks involved with moving users from legacy platforms to Teams. Activities include: Account enablement for Teams/SFB. Assignment of relevant voice polices.

Teams Training Portal Gamma will provide access to our online training portal containing short instructional videos and downloadable step by step guides covering various aspects of Skype for Business and Microsoft Teams functionality.

CloudUCX Calling Service Support

All CloudUCX subscriptions include mandatory support that covers issues that are a direct result of degraded performance of the service including: Suboptimal call quality issues. Issues making inbound and/or outbound PSTN calls. Issues which are deemed by Gamma to be the result of matters outside of Gamma’s

direct control are not covered by CloudUCX support.

Portal based support Gamma has a self-service portal where the customer can log and monitor the progress of their support tickets.

Phone Support Gamma will provide a telephone number to log incidents 24/7 with an engineer.

24x7 Support Gamma will provide an ITIL based service desk, 24 hours a day for Priority 1 incidents, 7 days a week giving the customer peace of mind any time of the day or night.

Microsoft Teams Support Gamma will assist with general Microsoft Teams related issues.

Teams - Adds, Moves and Changes

Gamma will assist with day to day Microsoft Teams administrative activities involving: Provisioning new Teams users. Amending Teams user’s system settings and polices.


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Feature Definition

Regular Service Reviews Regular Service Reviews will be held by the Account Manager and the support services representative, who has overall responsibility for the provision of Services. These reviews cover; Completed Ticket Analysis SLA First Response & Resolution Customer Survey Results Analysis and trending of ticket performance Quality of experience in the customer’s UC environment.

Dedicated Account Manager

Gamma will assign a dedicated Account Manager who will be knowledgeable on the products and services provided and the customer’s configuration and service requirements. The Account Manager will maintain regular communications covering account reviews including strategy and planning sessions to ensure the customer has all the support they need for their current requirements and future needs. The Account Manager will also be on hand to assist with any queries the customer may have.

Number Porting We will coordinate number porting to move DDI range(s) and any required Service Numbers to the CloudUCX Calling Service hosted platform.

Custom Number Presentation

If required, we can configure the system to mask your outbound phone numbers and present any number you legally own and where local legislation permits us to.

CloudUCX Bolt-on Services

We offer a range of bolt-on services that can be added on top of the CloudUCX Calling Service subscriptions.

Name Description

UC Call Quality (Network) Assessment

We will perform a network readiness assessment for a designated site(s) by simulating Microsoft Teams PSTN calls. The assessment will run for the duration of 7 days continually measuring Quality of Experience (QoE). The output of the assessment is a detailed report showing overall performance of the network against Microsoft’s SLA.

PBX Integration With assistance from the existing PBX maintainer, we will integrate the legacy PBX with Microsoft Teams Phone System via the CloudUCX platform. PBX integration offers the following benefits: Seamless and free of charge calling between PBX and MS Teams. Ability to migrate individual users or groups of users a time. Ability to retain the same DDI numbers during phased user migration.


CloudUCX Packaged Services

Gamma provides additional services that help you plan, prepare and successfully deploy Microsoft Teams. These are fixed scope, fixed price engagements.

Service Description

Microsoft Teams: Jump Start

For IT Admin’s migrating to Teams from another system and are looking to understand the options they have regarding policies to control and govern Teams and channel creation then this service may help. In this service our Teams consultant will go through the options available to understand if the customer needs to turn them on or not. It includes: Governance Policies Team Creation Team Classification Naming Policies Expiration Policies Retention Policies Guest and External Access Messaging Policies Meeting Policies Meeting Settings App Permission Policies App Setup Policy Data Loss Prevention

Microsoft Teams: Governance Design

For organisations migrating to Teams from another system and are looking to understand the options they have regarding policies, to control and govern teams and channels as well as making sure their environment is secure and compliant then this service may help.In this service a team’s consultant will go through the available options a customer has to understand if they need to turn them on or not, Gamma will then also go into detail about how customers can implement the choices they make. It includes: Team Creation Team Classification Team Naming Policy Team Expiration Team Retention Team Archive & Restore Guest and External Access Messaging Policy Meeting Policy & Settings License Requirement Testing eDiscovery Data Loss Protection Compliant Content Search Legal Hold Data Location License Requirement Testing


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Service Description

Online Meetings Jump Start

For organisations looking to adopt Microsoft Teams as their online meetings solution then this service is recommended. This service will set the environment up for conferencing so that it can be used as Microsoft Teams primary online meeting platform. It includes:Low Level Design: Infrastructure Connectivity/Firewall ACLs Configuration DNS Configuration Bandwidth/QoS Requirements Teams meeting polices Dial-in service numbers User enablement guide Meeting rooms system scoping (up to 10 rooms) Pre-Requisites Office365 Tenancy Configuration Policies Implementation Testing

Skype for Business Healthcheck

For organisations concerned that their Skype for Business infrastructure hasn’t been deployed to Microsoft best practices and is potentially causing issues, they can use Gamma’s Health Check service. Each deployment will be checked against Microsoft best practices to document and highlight any issues and potential resolutions. The health check will consist of: SfB Topology Check Server Resource Check

- Certificates- Server Infrastructure

Gateway Infrastructure Replication of CMS Status

- Server Replication Key Health Indicators (KHI) Third-Party Software Check Windows Updates Check SfBServer Cumulative Update Check

- Skype Customer Updates - Deployed Customer Version(s)

Network Settings Configuration Gateways Check Antivirus Check Monitoring Report Trends Summary of Issues Identified

- Issue Severity- Issue Resolution Recommendation

Microsoft UC Doctor For organisations having issues with their Microsoft UC deployment and want expert help, Gamma’s UC Doctor service may be right for them.Gamma will give the customer access to our specialist team to help resolve their issue. Each service is restricted to one case resolution or 21 hours of engineering effort (whichever comes first)


CloudUCX Deployment Models

CloudUCX Calling Service – Breakdown

CloudUCX CloudUCX Enhanced

CloudUCXHybrid

Resiliency

Fully Managed Infrastructure

International PSTN Coverage

Flexible & Scalable Capacity

Integrate with Legacy Phone System (PBX)*

Customer Number Presentation

MiFIDII Compliant Call Recording

Contact Centre Integration

Free Calling Minutes**

Bring Your Own SIP Connectivity

Generic SIP Handset Registration

Hybrid with on-prem SBCs

*Requires PBX Integration Bolt-on

**Free calling minutes subject to SIP inclusion for selected regions only

CloudUCX

The CloudUCX service type offers the most resiliency and cost efficiency compared to other service types due to its resilient and scalable architecture that multiple Teams tenants can share.

The service is designed for Teams tenants that require Teams telephony functionality like inbound/outbound PSTN calling to UK and international locations, routing of DDIs to Auto Attendants and Call Queues and all built in Teams calling capabilities. This service supports migration scenarios with the ability to integrate with an on-premise PBX via our PBX Integration bolt-on.

A single customer with multiple international office locations can take advantage of localised calling within their own country at local rates.

CloudUCX Enhanced

CloudUCX Enhanced is the most flexible hosted option available. This service type is for customers who require the ability to; terminate their own SIP trunk(s), or Session Border Controller, or need the ability to register generic SIP phones to the platform.

CloudUCX Hybrid

For situations that still require an on-premise SBC such as device registration or PBX integration that do not support Cloud based SBCs or NAT traversal, CloudUCX Hybrid is available as managed option.


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This service provides customers the same benefits as CloudUCX Enhanced by utilising on-premise SBCs managed by Cloud based management tools.

Professional Services

Service Onboarding

For Microsoft Teams Cloud Voice projects there is a best-practice framework that Microsoft has created from years of experience of working with Unified Communications. This framework aims to give customers the best chance of success with their project. We use the Practical Guidance for Cloud Voice (PGCV) framework to ensure our customers have a successful transition to Microsoft Teams.

Our onboarding process is a 4-step process:

Design Service Onboarding Number Porting Acceptance Testing

Support is provided for the full duration of the service agreement.

Project Tasks Description

Design We will conduct a design workshop with relevant IT team members and key decision makers.The output of the workshop is a Low-Level Design (LLD) and detailed prerequisites document.

Service Onboarding We will provision the customer onto the CloudUCX platform back end.We will provide handover documentation including the following: Firewall exceptions User enablement commands Office365 tenancy configuration

Number Porting We will coordinate number porting to move DDI range(s) legacy ISDN or SIP and any required designated Service Numbers to CloudUCX.

Acceptance Testing We will carry out acceptance testing to verify that the customer has been successfully onboarded onto CloudUCX and the service is ready for production.

Ongoing Support We will provide a 24/7 support for priority 1-3 issues. For more information refer to Service & Support section below. Customers will also have access to Gamma’s online training portal.

Delivery Management

Delivery management runs across all phases of our delivery method. Delivery management defines the minimum set of Project Management and Engagement Administration activities that apply to all projects. Delivery management will include:

Project schedule, budget and resources

Key decision points, the date by which a decision is required, and the impact of the decision through maintenance of schedule

Mechanism for early issue raising, issue communication and issue resolution

Critical review process for issues that may impinge on the successful delivery of the project


Risks

The project/delivery manager will consider risks particular to the customer’s scenario upon engagement, however typical risks for the delivery of these services might include:

Reference Description

R001 Insufficient access to the technical knowledge of the customer during the Design phase.

R002 Customer not being available and authorised to sign off the Design phase.

R003 Pre-requisites not being in place prior to the commencement of Deployment.

R004 Third party providers not being informed of the schedule dates and the dependency of the project on their delivery.

R005 Customer's Change processes impacting on timings and schedule dates.

Training

Our team will discuss training requirements during the initial engagement to produce a tailored package and recommendations for the customer’s specific needs.

The training options provide all the support customers will need to ensure the successful adoption of the hardware and systems to make the overall deployment a success.

The following training is included in the service as standard:

CloudUCX Training Portal – Our portal provides the ability for continued learning, training for new starters and learning about new functionality as and when it is released. It contains instructional videos and “how-to” guides which can be downloaded and embedded into the customer’s intranet or distributed internally. The portal is available to all users for the duration of the contract.

The following training options are available for an additional fee:

Administrator Training:

- Teams Masterclass – The target audience for Teams Masterclass is the “Key Decision Makers” and “Teams Administrators” managing and administering Microsoft Teams.

A full demo-focused session designed to show essential PowerShell scripts needed to manage Office 365 Groups and Microsoft Teams at scale, when to use which PowerShell commands and how to get started. There is an assumption of previous technical knowledge around PowerShell and basic Office 365 Principles.

The session is an instructor-led course that covers a wide range of topics and how to configure them in Microsoft Teams. It includes:

Migration UX Admin Policies Content Search Automatic Threat Protection Conditional Access Governance


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Automation Auditing

Brief the IT Admin – A session with your technical administrators to run through ‘business as usual’ activities and management platform for the new UC estate. The typical agenda will include:

- Policies- Assigning / unassigning licenses- Enabling and removing users- Replication in O365 when enabling users - User call history – drill into devices - Moving numbers- Example of how to set up call queue- Example of how to set up auto attendant

Train the Trainer – Designed for organisations that have an existing investment in a training team or have “super users” tasked to deliver Office365 and Microsoft Teams training; this session can help prepare them. An expert trainer from Gamma will work with your trainer or superuser to enable them to effectively train the rest of the users. Gamma will make sure they fully understand the new system, help with the creation of their internal materials, or they can use our training materials from our training and adoption portal.

End-User Training:

- Receptionist/PA Training – Session with the receptionist or PA on call handling and customer overview for their working situation.

- Classroom-based Training – This classroom-based training session can be provided for an immersive, hands-on training experience. Gamma usually delivers this in classes of around 12 people, 3 classes per day for maximum impact but this can be tailored to suit the customer’s needs. Experience has shown us that this training is best scheduled around the delivery of the new solution so that the user receives training just before they are enabled on the new system. Our project coordinators work with the customers to schedule the project and the migration and make sure this is well-planned

- Floor Walkers – Our trainer(s) onsite for ‘go-live’ date to assist with transition and answer any end-user queries in person. Gamma always recommend 'Floor-walkers' be available at the customer office locations on the key migration dates. During Floor Walking the Trainer(s) will spend time literally walking the floor, responding to individual queries, problems, tasks and work-related issues from members of the customer’s staff. They are there to capture any teething problems and to make sure all the users are comfortable with the new system; they know how to use the key functions and know where to go for help in future.

Adoption Program (Lite) – 4 individual workshops covering:

- Workforce Analysis and Communications Plan- Sponsorship Roadmap and Coaching Plan- Resistance Management and Change Network- Adoption Measurement and Training Plan

Adoption Program (Full) – Full adoption program run by qualified Prosci practitioner (Change Management Specialist), consisting of 10 workshops run over the engagement duration.


Testing & Handover

To reduce any risk of failure upon handover, we will carry out an acceptance testing stage during the delivery process. The acceptance testing will test each of the following areas:

Pre-production acceptance testing Functionality testing Integration testing Interface testing Voice/Video quality testing Admin/voice quality testing Support customer UAT Resilience testing DR Testing Solution Acceptance

Once testing has completed and both parties are satisfied that the service is operating as expected, our project manager will then obtain sign-off which will initiate the handover process; including but not limited to customer support onboarding and knowledge transfer. Once the solution is agreed as complete, our project manager will officially close the project.

Offboarding ProcessDuring the offboarding process, information is purged as part of the decommissioning process. At the end of a contract, numbers can be ported from CloudUCX to another supplier following the industry standard process.

Conditions on the Customer Office 365 tenancy configured, and necessary domains verified either through an E1, E3 or E5

licence.

A phone system licence, which can be fulfilled either through an add on to the E1 or E3 licence or alternatively, it is already included in the E5 licence.

Audio Conferencing is required for meeting organisers only; A Microsoft Audio Conferencing licence, which can be found as part of the E5 licence or as an add-on for the E1 and E3 licence. This is required in order to add external participants to scheduled meetings.

Directory synchronisation/single sign on in place (optional)

Direct Routing also supports users with the additional licence for the Microsoft Calling Plan.

Delivery activities will occur during the hours of 9am-5pm unless stated otherwise.

Account ManagementThe customer will be provided with a desk-based and field-based Account Manager. The Major Account Manager is responsible for the executive and commercial relationships. The desk-based Account Manager is there to ensure customer satisfaction for all day-to-day engagement.


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Service & SupportThe service is provided as fully managed with Gamma (through Exactive) undertaking all service and support relating to the delivery of the end-to-end service.

The Gamma Service Desk will provide the customer with access to support for Gamma provided services, 24 hours a day, 7 days a week. Support Contacts are defined as:

Phone: 0845

Email: [email protected]

Web: portal.exactive.co.uk

Incident Management

Incidents will be tracked and managed by Gamma’s Service Desk on our incident management system (IMS). The level of support provided is subject to Key Performance Indicators (KPIs) and the severity of the incident. The severity level is assigned when the call is logged by our Service Desk, based on the impact of the incident on the customer’s business.

For automatically generated incidents created by Gamma’s monitoring platforms, the severity level is automatically assigned based on the service type and pre-agreed business impact.

The frequency of updates that Gamma provides the customer on the progress of the incident will vary based on its severity, each update will be communicated by email/telephone to the nominated contact(s) and can also be accessed via our customer portal.

If an incident cannot be resolved at its current level within defined times, the incident is escalated to the next technical level until resolved. Incidents approaching SLA limits are prioritised with appropriate levels of management made aware to assist with identifying resources and creating additional focus to resolve the incident. Where it is likely Gamma will breach its SLA, customers are contacted to agree a remediation plan that may involve temporary or alternative solutions.

During a service level breach, subject to severity and impact, Gamma may appoint an incident manager who will additionally update the customer at pre-agreed intervals.

Gamma monitors its performance by reference to the service level for the applicable service and where a managed service has been purchased, Gamma will produce a monthly service report detailing the previous service period's performance against the KPIs. The report will be available for the customer by Working Day ten after the end of the relevant month and will be discussed at the Service Review.


Service Level Agreement

Resolution Targets

All CloudUCX subscriptions include mandatory support that covers issues that are direct result of degraded performance of the service including:

Suboptimal call quality issues.

Issues making inbound and/or outbound PSTN calls.

Issues which are deemed by Gamma to be the result of matters outside of Gamma's direct control are not covered by CloudUCX support.

CloudUCX support comprises of proactive and reactive elements depending on the severity of the issue. Issues covered under proactive monitoring are actioned by Gamma's support engineers as soon as they are identified. Issues classed as reactive must reported by the customer.

Priority Level

Description Target Response Time

Target time to Resolve

1 Major System Impact – Impact on communications is high. There is a loss of service that impacts all users. (e.g. the service is unavailable, and no users can make or receive calls).

30 Minutes Response 4 Hours – target time to implement a ‘Solution’ from the time of the customer reporting the Fault.

2 Moderate System Impact – Impact on communications is moderate but isolated to a single element of the service or a subset of users.

1 Hour Response 3 working days – target time to implement a ‘Solution’ from the time of the customer reporting the fault.

3 Minor System Impact – Impact on communications is minimal. Service is available but an individual user is experiencing difficulties

3 Hour Response 7 working days – target time to implement a ‘Solution’ from the time on the customer reporting the fault

Availability

Availability is calculated as:

(Total number of minutes in the measurement period – Unplanned Downtime) x 100 Total number of minutes in the measurement period

The service availability SLA for the service is 99.9%.

Monitoring

The calling service is continually monitored using our One Voice Operations Centre (OVOC) for system status and call statistics by our support team. Additionally, proactive checks are implemented in the form of synthetic call transactions for inbound and outbound calls every 10 minutes. Failures and issues generate alerts to the CloudUCX support team who proactively address any issues.


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Escalations

To assist in meeting our agreed service level targets and exceeding customer expectations Gamma has a primary and alternative escalation path used in problem resolution; the primary method is via Gamma’s Service Desk – where automatic escalations are implemented via our incident management lifecycle. If an incident cannot be resolved at its current level within defined times, the reported issue is escalated to the next technical level until resolution. Incidents approaching SLA limits are prioritised with appropriate levels of management made aware in order to assist with identifying resources and creating additional focus to resolve the incident within the agreed service level. A customer may escalate an incident at any time during the incident lifecycle when the customer is experiencing dissatisfaction with the support service being provided or the impact to the customer's business has increased – which can be undertaken electronically via the IMS or calling/emailing the Service Desk.

Should a customer have a concern with how an action is progressing, an alternative escalation point is via their dedicated Account Manager. This route is typically used when a customer simply requires wider visibility within Gamma or a low severity incident that is within service levels requires escalating due to the high level of business impact. If this escalation route does not result in the desired outcome, further contacts are detailed within the Customer Support Operation Manual which lists escalation levels to Gamma’s CEO.

Business ContinuityCloudUCX is a fully resilient service that is based on AudioCodes Cloud Edition virtual Session Border Controllers hosted in AWS. Cloud Edition offers increased high availability and scalability and flexibility for tenants. Having the AudioCodes Cloud Edition highly available clusters in place means that multiple components can fail within a single cluster without impact to the service. The highly available solution is located in AWS UK government compliant datacentres (in London and Ireland).

There are backup and restore procedures in place that allow for CloudUCX components such as SBCs and OVOC servers to be restored in the event of a disaster occurring, causing an outage of the CloudUCX Calling Service. There are three procedures that can be carried out to restore service, restore via OVOC, restore via SBC or restore AWS SBC instance.

Billing & InvoicingGamma will invoice the customer for one-off (non-recurring) charges and ongoing (recurring) charges on a monthly basis until termination of service.

Out-of-bundle call charges will be invoiced separately each month with detailed itemisation provided. The customer will also have access to a portal to retrieve invoices and itemisation information.

Cessation charges may apply.

Quality Standards & SecurityGamma is a Microsoft Gold Partner and is Cyber Essentials certified.



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Appendix A - User DevicesEnd User Devices

Microsoft Teams can be used on mobile devices with apps for iOS, Android and Windows Phone. The phone integration and user experience is far superior than Skype for Business apps. As a Microsoft cloud solution, Teams links with Azure Active Directory and is managed via Office 365 for single sign-on and telephone directory access. It provides presence, availability and contact information similar to Skype for Business. This is also shown in the Office apps allowing users to choose the best contact method.

Headsets

Users have the flexibility to use Teams approved headsets or handsets (as well as mobile devices) which suit their role. Our recommended providers include Poly and Yealink. Yealink have a range of Wired and Wireless Bluetooth devices that provide high quality audio and comfort. Although other devices will work with Microsoft Teams, like headsets and USB cameras, quality cannot be guaranteed unless they are approved by Microsoft.

See the following link for Microsoft enabled devices.

https://products.office.com/en-us/microsoft-teams/across-devices/devices

Poly

The Blackwire range are recommended as entry level devices as they are easy to deploy and are also the lowest cost supported option. Models are subject to change via the manufacturer. A sample of headsets includes but is not limited to:

Headset Model Image

BLACKWIRE 5210 C5210, USB-A, WW 207577-01A single ear wired headset with noise cancelling ability. It's built for comfort, easy to deploy and can be connected via USB, USB-C or 3.5mm jack. Ideal for people on the phone all day or on long calls.

BLACKWIRE 5220 C5220, USB-A, WW 207576-01A double ear wired headset with noise cancelling ability. It's built for comfort, easy to deploy and can be connected via USB, USB-C or 3.5mm jack. Ideal for people on the phone all day or on long calls.

BLACKWIRE, C3210 USB-A 209744-101 A single ear wired headset with noise cancelling ability. It's affordable, easy to deploy and can be connected via USB, USB-C or 3.5mm jack.


Headset Model Image

BLACKWIRE, C3220 USB-A 209745-101 A double ear wired headset with noise cancelling ability. It's affordable, easy to deploy and can be connected via USB, USB-C or 3.5mm jack.

VOYAGER 3200 UC, WW 207371-01 Similar to the Voyager 5200 with a sleeker design and superior sound quality.

VOYAGER 5200 UC, B5200, WW 206110-101 A small but robust single ear Bluetooth headset. This device is perfect for worker on-the-go and has a discrete and professional design. A dock is also available for charging at a desk.

VOYAGER 6200 UC, B6200, BLACK, WW 208748-01 A Bluetooth neckband headset with earbuds. High-quality audio and flexible functionality.

VOYAGER 8200 UC, B8200, BLACK, WW 208769-01 Bluetooth, Comfortable over-ear ear cushions with active noise cancelling and top-quality sound and microphones. Comes in a choice of black and white.

VOYAGER FOCUS UC BT HEADSET, B825-M, WW 202652-02 A more portable Bluetooth headset with sophisticated noise cancelling and immersive stereo sound. This headset also comes with a charging dock.

W440A-M, DECT, UK/EURO/AUS/NZ 203947-02For PC-based office and remote workers, the Savi® 400 Series offers excellent audio quality, up to 100 metres of wireless range. One-touch call answer/end, vol+/-, mute and flash for simple call management.

Please note headset models are updated frequently as the market evolves and this list will therefore be subject to change. Customers should contact Gamma at point of order for the latest list of available devices.


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Handsets

Handset Model Image Handset Model Image

Yealink T55A Desk phone, ideal for

front desk workers and for use in common areas.

HD quality voice Noise proof

technology Teams enabled touch

screen


office workers. HD Quality Voice Noise proof technology Teams enabled touch

screen (larger than T55A)


executive rooms HD Quality Voice Noise proof

technology Same touchscreen

as T56A Built in Camera

Please note handset models are updated frequently as the market evolves and this list will therefore be subject to change. Customers should contact Gamma at point of order for the latest list of available devices.

Meeting Room Systems

Yealink Meeting Room Systems

Image Yealink Meeting Room Systems

Image

Yealink MVC300Native MS Teams meeting room Experience for focused/ small meeting rooms. Contains: Touch console content sharing unit Audio/ video

peripherals (Fixed Camera and CP900)

and a mini PC)

Yealink MVC500Native MS Teams meeting room Experience for medium meeting rooms. Contains: Touch console content sharing unit Audio/ video

peripherals (movable camera, soundbar and 2 wireless microphones)

and a mini PC


Yealink Meeting Room Systems

Image Yealink Meeting Room Systems

Image

Yealink MVC800Native MS Teams meeting room Experience for medium/large meeting rooms. Contains: Touch console content sharing unit Audio/ video

peripherals (movable camera, soundbar and 2 spider microphones)

and a mini PC

Yealink VP59 - TeamsNative MS Teams desk phone with collaborative capability. Typically for executive desk use but can work in huddle meeting situations. It combines desk phone and meeting room capability with the option to use Bluetooth or Wired headsets.

Yealink CP960 "Spider" phone that

can be used in almost all meeting room set ups

High Quality Sound 20ft/360 voice pick-

up range Screen displays

upcoming meetings and allows ‘one touch’ joining with MS Teams.

Yealink CP900 For small private rooms

or personal use when on the go.

High Quality Audio Easy connectivity

Please note meeting room systems are updated frequently as the market evolves and this list will therefore be subject to change. Customers should contact Gamma at point of order for the latest list of available devices.


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service description · web view*requires pbx integration bolt-on **free calling minutes subject to...

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