Curzon Network’s IT Service Management Platform (ITSM) provides tools to facilitate the tasks and workflows associated with the management and delivery of quality IT services. Curzon Network uses Zammad, an on-premise platform,to manage the IT services delivered to our Members in line with the ITIL framework.

Zammad ITSM aligns with ITIL standards to manage access and availability of services, fulfill service requests, and streamline service continuity.

What is included?

• Incident Management

• Problem Management

• Change Management

• Request Management

• Ticketing and workflow automation

• Knowledge base and documentation

• Reporting and dashboards

• Asset and configuration tracking

• Service level management (SLAs)

• Portals

Users of this service

Curzon Network’s ITSM service is utilised by all members for ticketing of our services (CNSS, IaaS, etc). All users of a Curzon Network Member can submit tickets through the Service.

Curzon Network's Enterprise Voice Service (EVS) delivers low-latency, business-grade voice communications to our Members without the cost and maintenance of on-prem phone system. The platform runs on infrastructure in our own data centre and connects all Member sites to a single, centrally managed phone system.

What is included?

• Extension and user setup, with call priority configuration available

• Secure inter-site and Member-to-Member calling free of charge (no transit costs)

• Inbound and outbound call routing, handled by our carrier network

• Number registration/porting and DID allocation, including local, national, 1300/1800 and virtual mobile numbers

• Emergency call routing, with service location registered against every DID

• 24/7 NOC Monitoring

• Remote administration and tech support

• IVR, auto-attendant, ring groups, queues, hunt lists and time conditions

• Voicemail, voicemail-to-email, call recording and retention

• Conference bridging and paging/intercom (including integration with building PA systems)

• Call reporting, CDRs, queue service levels and dashboards

• Handset and softphone support across sites and remote workers, compatible with most SIP-capable devices

• Toll fraud monitoring and account-level call controls

• A separate server ready for call recovery/takeover and planned maintenance windows

• Outbound calls billed at set carrier rates, with emergency calls connected at no charge

Users of this service

Curzon Network's PBX System is utilised by Members requiring voice services across their sites and remote workers. All users of a Curzon Network Member connected to our core network can be provisioned with an extension, with call flows configured to suit each Member's business hours and escalation requirements.

Emergency calling is supported and prioritised; however, availability depends on power, internet connectivity, and the availability of Curzon Network and carrier services. Curzon Network takes reasonable steps to maintain service availability, but outages or service disruptions affecting the customer site, Curzon Network or our carrier may prevent emergency calls from connecting. Users should maintain an independent means of contacting emergency services, such as a mobile phone or landline.