hso:voice+ SIP Trunk Service Service Description
Contents 1. Introduction... 3 2. Service Overview... 3 2.1. Key Benefits... 3 3. Information Assurance... 3 4. Access to hso SIP Trunks... 4 5. Functional Details... 5 5.1. Security... 5 6. On boarding Process... 6 7. Off boarding Process... 6 8. Support... 6 8.1. Customer Support Centre and Network Operations Centre... 6 8.2. Incident Management... 7 9. Billing... 7 hso:voice+ SIP Trunk Service HighSpeed Office Ltd 2014 Page 2
1. Introduction This document describes the hso SIP Trunking service hso:voice+. SIP Trunks allow organisations to migrate their telecoms services from analogue and digital circuits onto IP services, realising cost efficiencies and adding flexibility and resiliency to their telephony service. 2. Service Overview Our service is built on a next generation platform with calls prioritised over our MPLS network. It provides the low-latency, low-jitter, low-packet-loss needed for business-class call quality. We connect to the public telephone network using multiple Tier 1 carriers, at multiple locations, ensuring service resilience. The hso:voice+ service lets you arrange moves and changes with a single call or email. You can route calls between offices as you choose, (for example, you can have your London calls answered in your Manchester office, without it costing any extra). The service reduces your costs instantly by saving on multiple monthly line rentals. The hso:voice+ service incorporates pro-active monitoring from our technical network operations centre (NOC). We provide 24/7 customer service, by phone or email and industry-leading Service Level Agreements, so that you can be sure that you're working with a trusted partner. 2.1. Key Benefits Significant savings on monthly line rentals incurred with traditional services such as ISDN High levels of resilience and disaster recovery options Numbering flexibility all UK number ranges and number porting capabilities Scalable - Additional SIP trunks can be added quickly Supports emergency services Pro-active traffic management High quality, uncompressed calls Fully managed service 24/7/365 support 3. Information Assurance hso s services are covered by ISO27001 and ISO 9001 certifications. Currently the SIP trunks service is not IL accredited. We believe, however, that the service achieves an Impact Level of IL2. hso:voice+ SIP Trunk Service HighSpeed Office Ltd 2014 Page 3
4. Access to hso SIP Trunks In order to guarantee the quality of the SIP Trunks services, access to the service is limited to direct connectivity. hso does not provide SIP Trunk services over the Internet. hso can provide customers with connectivity, including Quality of Service implementation, to guarantee the quality of the service. hso s MPLS platform, with local access to most national carriers, provides the ideal platform for delivery of SIP Trunks and can be designed to any level of resilience according to customer s requirements and budget. A combined hso SLA on SIP Trunks and Network would guarantee end to end accountability and ownership of service in case of apparent faults with the service. Alternatively, customers can liaise with hso and provide a private layer 2 or layer 3 interconnect service at any one of hso s datacentres to gain access to the service. These include: Building Name BlueSquare Maidenhead City LifeLine Equinix LD1 Global Switch 1 Global Switch 2 LDeX 1 Level3 Goswell Road Digital Realty Woking Tutis Point Telecity HEX67 Telecity HEX89 Telecity Meridian Gate Telecity Sovereign House Telehouse East Telehouse North Telehouse West Telstra LHC Address Priors Way, Maidenhead, SL6 2HP 80 Clifton Street, London, EC2A 4HB Finsbury Pavement, London EC2A 240 East India Dock Road, London, E14 9YY 3 Nutmeg Lane, London, E14 2AX Unit 8-10, The Oxgate Business Centre, London, NW2 7JA Goswell Road, London EC1V Unit 21 Goldsworth Park Trading Estate, Woking, Surrey GU21 3BA Greenwich View Place, London, E14 9NN 6/7 Harbour Exchange Square, E14 9GE 8/9 Harbour Exchange Square, E14 9GE 215 Marsh Wall, London, E14 9FJ 227 Marsh Wall, London, E14 9SD Coriander Avenue, London, E14 2AA Coriander Avenue, London, E14 2AA Coriander Avenue, London, E14 2AA Greenwich View Place, London, E14 9NN The connection type can be copper or fibre and bandwidths from 2M to 1G. hso can assist in providing access to sites and organise cross connects within buildings, but the customers is responsible for the costs and ongoing support of these connections. hso:voice+ SIP Trunk Service HighSpeed Office Ltd 2014 Page 4
5. Functional Details hso SIP Trunks enable inbound and outbound calling from your IP PBX. Similar to ISDN lines, end user features will depend on the particular IP PBX in use. The hso SIP Trunk service supports: Inbound & outbound calling Call Divert on Failure Supply of new geographic and non-geographic numbers Porting of existing geographic and non-geographic numbers (subject to incumbent carrier) CLI presentation Call barring Call park, transfer and conferencing (subject to IP PBX interoperability) Access to emergency services (999/112) In band DTMF Itemised Call Data Records (CDRs) Organisations with multiple sites that are using hso SIP Trunks enjoy free calls between sites. hso can provide the hso:voice+ service to legacy PBX using an on-site SIP Gateway device. This is subject to interoperability testing or deployment of a pre-approved hso SIP Gateway. Depending on the codec used by their IP PBX, customers should allow, per each SIP call, either 40Kb/s for G.729 or 90Kbps for G.711). 5.1. Security As noted above, the hso:voice+ service is provided on private network connectivity. Additionally, the service will only work for IP PBXs that have been registered with the service. It is however, the customer s responsibility to ensure that their IP PBX is protected in a way that prevents fraudulent activity. hso:voice+ SIP Trunk Service HighSpeed Office Ltd 2014 Page 5
6. On boarding Process The hso:voice+ service is delivered in line with the hso Service Delivery Process. Following discussions with the customer and approval of the hso proposal, a signed hso order form will kick off the hso business process to deliver services. The Service Delivery team will complete the following steps with the customer: Handover from Sales following order acceptance by hso Project/Order Allocation Project/Order Initiation Project Control (Reporting, Risks & Change Control) Managing Project Stages (Planning/Updating Project Plans) Project Closure and Handover 7. Off boarding Process Where customers choose not to renew expired contracts and provide a termination of service request to hso, services will be ceased according to the agreed notice of termination period. Numbers may be ported from hso to another supplier using the standard industry processes. 8. Support 8.1. Customer Support Centre and Network Operations Centre hso Customer Service Centre (CSC) integrates our service desk and Network Operations Centre (NOC), providing customer support 24x7x365. As part of our commitment to providing quality support services we are have a set of well-defined practices as part of our service management processes which underpin all of hso s products and services. Based at our London offices, the NOC is responsible for all aspects of the service including monitoring of our customer networks, fault resolution, problem management and change management. Our processes are accredited to ISO 9001 & 27001 and our engineers are accredited to support the equipment we use in delivery of our services. hso s monitoring system continuously monitors many key performance indicators including but not limited to: Circuit availability; Circuit latency; Circuit utilisation; Circuit jitter; Device CPU usage; Device disk utilisation; Device port availability; hso:voice+ SIP Trunk Service HighSpeed Office Ltd 2014 Page 6
Device availability; hso s monitoring system has several different thresholds which trigger alarm reporting. Alarms are reviewed continuously via wallboards in the Network operations Centre and assigned to individuals for monitoring. Alert notifications are also sent to nominated customer contacts. 8.2. Incident Management When an incident is raised, the Service Desk Analyst must ascertain the type of incident and therefore what route it should take. For calls other than incidents, there are separate processes according to the type e.g. service requests, changes, major incidents etc. An incident can be raised in a number of ways: Email, Phone, Partner, Customer Meeting The Analyst will provide the incident reference number to the customer; this will provide them with a unique number to track the incident through to closure. 9. Billing The hso SIP service is billed monthly in advance for the SIP Trunk rental. Call charges are billed monthly in arrears. Depending on agreed billing and credit terms, collection monthly via direct debit, monthly or quarterly via electronic payment or cheque. hso:voice+ SIP Trunk Service HighSpeed Office Ltd 2014 Page 7