SecureCloud+ Limited

Secure Intelligent User Interface Service

The Secure Intelligent User Interface Service available at OFFICIAL with a handling caveat of SENSITIVE,SECRET,MISSION SECRET,TOP SECRET provides cognitive services to better contextually process requests using text and voice. Enables artificial intelligence-supported chatbots to provide verbal and written interactions with human users, leveraging machine learning, big-data, and natural language processing.


  • Service integrates with new and legacy back-end systems and applications
  • Natural language interpretation of queries provides users personalised enriched results
  • Channel-and platform-agnostic, with each and every customer interaction auditable
  • Enterprise integration,delivering access to back-end data,user identity and transactional systems
  • Simple and Intuitive conversational user interface
  • Advanced AI Chatbot comprehends free-form human input via voice/text
  • Advanced functions such as alerting, scripted responses, reporting and reminders


  • Leverage existing investment and data sets to enhance search functionality
  • Reduce backlogs and cut costs improving accuracy of Intelligence plans
  • Increase speed of event and incident tracking, enhancing situational awareness
  • User convenience with access to dedicated digital 24x7 support
  • Removes cognitive load from user
  • Companies can reduce staffing costs of human customer service agents
  • Shorten information gathering processes enhancing fast track to resolution


£750 per unit per month

Service documents

G-Cloud 10


SecureCloud+ Limited

Louis Crick

0330 123 3633

Service scope

Service scope
Software add-on or extension Yes, but can also be used as a standalone service
What software services is the service an extension to Digital Simulation Analysis
Information Exploitation and Analysis
Deep Learning Forensics
Digital Evidence Management
Network Collaboration Service
Digital Asset Management
Predictive Workflow Analysis
Data Analysis and Interactive Reporting
Data Visualisation for AI
Cloud deployment model Community cloud
Service constraints The service will be subject to planned maintenance activities.
System requirements Minimum conditions will be set dependent on customer requirement

User support

User support
Email or online ticketing support Email or online ticketing
Support response times During core working hours live chat questions are responded to instantly.
User can manage status and priority of support tickets No
Phone support Yes
Phone support availability 24 hours, 7 days a week
Web chat support Web chat
Web chat support availability 24 hours, 7 days a week
Web chat support accessibility standard None or don’t know
How the web chat support is accessible Accessible via a web portal enabling customers to chat in real time on service related enquires.
Web chat accessibility testing None
Onsite support Onsite support
Support levels Onsite support provided to meet the following SLAs:

Priority 1 - 8 hours
Priority 2 - 16 hours
Priority 3 - 24 hours
Priority 4 - 48 hours
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started SecureCloud+ will initiate a formal project to manage the on-boarding process. The initial stages of the project will include Start-up, Project Management Plan (PMP) and Stakeholder engagement and will establish the following:

• Project plan
• Communications plan
• Risk management log
• Service Design Pack (SDP)Technical Design Documents
o High Level Design
o Low Level Design
• Service Management Plan (SMP)
• Service transition plans for:
o Migration
o Testing and Acceptance
o Training
o Exit.

The appropriate training for Users of the service will ensure they are familiar with the capability, functionality and can therefore realise the benefits as quickly as possible. A training plan will be created at the Service Transition stage of the on-boarding process. The delivery of the training plan will include relevant User guides, appropriate use policies and work instructions as well as documented FAQs.
Service documentation Yes
Documentation formats
  • HTML
  • PDF
  • Other
Other documentation formats
  • Word
  • Excel
End-of-contract data extraction The Off-Boarding process will be as per the standard G-Cloud Framework Off-Boarding process.
End-of-contract process The Off-Boarding process will be as per the standard G-Cloud Framework Off-Boarding process.

SecureCloud+ will agree a price for delivering the Exit Plan and will have 10 days to transfer all Customer generated data residing within the SecureCloud+ solution. Upon termination date SecureCloud+ will ensure that all of the Customer data is deleted and destroyed in a secure manner.

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 7
  • Internet Explorer 8
  • Internet Explorer 9
  • Internet Explorer 10
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
Application to install Yes
Compatible operating systems
  • IOS
  • MacOS
  • Windows
  • Windows Phone
Designed for use on mobile devices No
Accessibility standards None or don’t know
Description of accessibility Accessible via a web portal enabling customers to chat in real time on service related enquires.
Accessibility testing None
Customisation available No


Independence of resources Application usage is controlled via bandwidth load balancing in certain circumstances a customer may have a virtual organisation where resources will be dedicated to that customer community.


Service usage metrics Yes
Metrics types Notice to 'Consumers' regarding outages

% of incidents resolved within agreed SLA period

Problem Management Root Cause Analysis delivered on time

Login Duration

Standard Application Load Time

Enhanced Application Load Time

Lost user hours


User Satisfaction - Based on survey with marks out of 10
Reporting types
  • Real-time dashboards
  • Regular reports
  • Reports on request


Supplier type Not a reseller

Staff security

Staff security
Staff security clearance Conforms to BS7858:2012
Government security clearance Up to Developed Vetting (DV)

Asset protection

Asset protection
Knowledge of data storage and processing locations Yes
Data storage and processing locations United Kingdom
User control over data storage and processing locations Yes
Datacentre security standards Complies with a recognised standard (for example CSA CCM version 3.0)
Penetration testing frequency At least once a year
Penetration testing approach ‘IT Health Check’ performed by a CHECK service provider
Protecting data at rest Physical access control, complying with CSA CCM v3.0
Data sanitisation process Yes
Data sanitisation type Deleted data can’t be directly accessed
Equipment disposal approach Complying with a recognised standard, for example CSA CCM v.30, CAS (Sanitisation) or ISO/IEC 27001

Data importing and exporting

Data importing and exporting
Data export approach As part of the managed service, SecureCloud+ will export the data and provide to the customer in an agreed format.
Data export formats CSV
Data import formats CSV

Data-in-transit protection

Data-in-transit protection
Data protection between buyer and supplier networks
  • Private network or public sector network
  • IPsec or TLS VPN gateway
Data protection within supplier network IPsec or TLS VPN gateway

Availability and resilience

Availability and resilience
Guaranteed availability To be defined dependent on user requirements.
Approach to resilience Available on request
Outage reporting SecureCloud+ reports any outages via its public dashboard

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication
  • 2-factor authentication
  • Limited access network (for example PSN)
  • Dedicated link (for example VPN)
Access restrictions in management interfaces and support channels Bastion server - no direct access to management interfaces, only accessible by a registered IP address.
Access restriction testing frequency At least every 6 months
Management access authentication Dedicated link (for example VPN)

Audit information for users

Audit information for users
Access to user activity audit information Users contact the support team to get audit information
How long user audit data is stored for User-defined
Access to supplier activity audit information Users contact the support team to get audit information
How long supplier audit data is stored for User-defined
How long system logs are stored for User-defined

Standards and certifications

Standards and certifications
ISO/IEC 27001 certification Yes
Who accredited the ISO/IEC 27001 British Assessment Bureau
ISO/IEC 27001 accreditation date 15/08/2017
What the ISO/IEC 27001 doesn’t cover All of the operations and internal departments are within scope at both Reading and Crewe sites, services provided to customers are covered by accreditation at the appropriate government classification.
ISO 28000:2007 certification No
CSA STAR certification No
PCI certification No
Other security certifications Yes
Any other security certifications
  • DIAS Accredited RMADS
  • Cyber Essentials+
  • CCM CSA V3.0.1

Security governance

Security governance
Named board-level person responsible for service security Yes
Security governance certified Yes
Security governance standards ISO/IEC 27001
Information security policies and processes The Security Manual describes the reporting structure for the Company, this details each person's responsibility up to and including the Board.

Services are accredited to the appropriate classification. RMADS document sets are produced for each service detailing the security policies and processes. Each Service is policed by the Senior Information Security Manager at SecureCloud+.

Operational security

Operational security
Configuration and change management standard Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Configuration and change management approach Customer RFCs will be raised through the Service Desk and will be managed via a Change Advisory Board who will establish the service boundaries from 3 levels of functionality:

• User Service Request
• Minor Change Request
• Major Change Request Upon approval the System

Design Authority will be responsible for producing the High-Level Design and, the Low Level Design for any proposed change to a service.

After which the following procedural steps will take place:

• Test & Evaluation
• Quality Check
• Change Implementation
• Back Out Plan
• Request for Change Completion
• Change Wash-up
Vulnerability management type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach Each service goes through a stringent risk management and accreditation assessment to ensure the relevant security incident and event monitoring technology and processes meet the guidelines set by GPG 13. SecureCloud+ platforms are regulary tested for vulnerability threat assessment by accredited companies annually.
Protective monitoring type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach A number of SIEM best practices are employed in safeguarding and monitoring information within SecureCloud+ managed service such as:

o Compliance
o Access control
o Perimeter Defenses
o Resource Integrity
o Intrusion Detection
o Malware Defense
o Acceptable Use

In the event of a security incident the task of reporting the action will be carried out by SecureCloud+ who will liaise with the relevant parties and collate the security information in accordance with MOD policy - GPG 13:

• This information will be made available when requested by the customer authority
Incident management type Conforms to a recognised standard, for example, CSA CCM v3.0 or ISO/IEC 27035:2011 or SSAE-16 / ISAE 3402
Incident management approach • The End-User contacts the Service Desk (SD) to log the call and is provided a reference number and applied a priority.

• The SD will then perform first-line diagnostics for the Incident. If the initial diagnosis and rectification action clears the Incident, then it is closed with the agreement of the End-User.

• If the incident is still current, it will be assigned a resolution group.

• If the incident is resolved and agreed with the End-User then it is closed. If however the Incident cannot be resolved within the SLA, then the escalation process will begin.

Secure development

Secure development
Approach to secure software development best practice Independent review of processes (for example CESG CPA Build Standard, ISO/IEC 27034, ISO/IEC 27001 or CSA CCM v3.0)

Public sector networks

Public sector networks
Connection to public sector networks Yes
Connected networks
  • Public Services Network (PSN)
  • Police National Network (PNN)


Price £750 per unit per month
Discount for educational organisations No
Free trial available No

Service documents

pdf document: Pricing document pdf document: Skills Framework for the Information Age rate card pdf document: Service definition document pdf document: Terms and conditions
Service documents
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