Frog Systems Ltd

Mental Health & Wellbeing Video Platform

Designed for organisations with a duty of care, the feature rich platform combines directory services with lived experience video to deliver mental health and wellbeing information and support at the point of need. Fully customisable, optimised for mobile, real time user analytics, a secure safe place for hyperlocal support delivery.

Features

  • Champions Cinema Library - lived experiences in 60 second videos
  • Integrated directory of local support and services
  • Smart Search - Location driven results based on ‘near me’
  • Video content, search and directory aggregated into same page view
  • Managed Service to ensure moderated, accurate and verfied content
  • Real time anonymised and aggregated user data reporting
  • Fully redundant, secure, managed public UK based cloud hosting
  • Full customisation to meet needs/demogrophic of intended user community
  • Simple to use and optimised for mobile devices

Benefits

  • Customisable templated architecture to meet specific requirements
  • Custom video content e.g end user stories, policies, procedures
  • Real time MIS provides wellbeing 'temperature gauge'
  • Video stories from three perspectives - self, carer and practitioner
  • Custom directory - determine type and locations of support services
  • Platform for 'voices' to reduce stigma surrounding mental health
  • Continuous data checking system ensures accurate and current content
  • Wide ranging topics recognising wellbeing issues are multifaceted
  • Bridges gap between struggling and taking first step to help
  • Video based - meets consumer demand for content delivery

Pricing

£25,330 to £47,450 a licence a year

  • Education pricing available

Service documents

Request an accessible format
If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at hello@frog.net. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 12

Service ID

1 5 4 4 0 3 0 2 8 1 9 7 0 5 2

Contact

Frog Systems Ltd Sales & Services Team
Telephone: 0300 124 6868
Email: hello@frog.net

Service scope

Software add-on or extension
No
Cloud deployment model
Public cloud
Service constraints
End Users will not be able to access the service during planned maintenance windows. Advance notice will be provided in line with industry practice with work scheduled for minimum disruption.
System requirements
Browsers supported - Microsoft Edge, Chrome, Firefox, Safari 9+, Opera

User support

Email or online ticketing support
Email or online ticketing
Support response times
Within one working day. Working day defined as Monday to Friday 08.30 - 17.00. Out of hours & Weekends response within next working day.
User can manage status and priority of support tickets
No
Phone support
Yes
Phone support availability
9 to 5 (UK time), Monday to Friday
Web chat support
No
Onsite support
Yes, at extra cost
Support levels
Support levels 1st and 2nd line Customer & Technical support is included within the service fee during normal working hours/days and includes the services of a dedicated named technical and account manager. Emergency or technical issues can be reported and are handled 24 x 7. All clients are offered first class support in line with industry best practise for managed services. Full details of the service levels offered including response times, response targets, fault severity classifications, notifications, maintenance windows and platform updates are contained with the Service Level Agreement (SLA) schedule contained within the overall service agreement.
Support available to third parties
Yes

Onboarding and offboarding

Getting started
Frog and the client will agree a mutually beneficial operational service date, within 5 working days of completion of the agreement. Once agreed a series of service establishment meetings are conducted to determine an agreed project plan capturing statement of requirements and milestones etc. Milestones will typically include: account creation, account management, customisation, capacity planning, change control process, data handling, onsite training plan, key contacts, anticipated Go Live etc. When the project plan is complete, and formally accepted by the client, Frog will provide a written confirmation to this effect and the client may then commence use of the service.
Service documentation
Yes
Documentation formats
PDF
End-of-contract data extraction
A request is made to the technical account team by the client for data extract and is provided in CSV format.
End-of-contract process
At service end, Frog will immediately stop providing the client with the service.

Payments due or payable by the client under this Agreement will become due and payable immediately, including any unpaid charges due for the remainder of the Initial Term or any Renewal Term.

Within 30 days after this Agreement ends, both parties will return all confidential information of the other in its possession at the time this Agreement ends and agrees not to make or keep any copies of that confidential information except as required to comply with any applicable legal or accounting record keeping requirement. For the avoidance of doubt, all further rights on the part of the client to use the platform or to sublicense the Front End IPR or the software shall be cancelled.

Further professional charges may apply if data is to be returned in a non standard format.

Using the service

Web browser interface
Yes
Supported browsers
  • Internet Explorer 10
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
  • Opera
Application to install
No
Designed for use on mobile devices
Yes
Differences between the mobile and desktop service
Service is mirrored on both desktop and mobile with no noticeable difference in either user functionality or appearance. Video is ideal medium for communicating information to mobile users.
Service interface
No
API
No
Customisation available
Yes
Description of customisation
The platform is designed for customisation and private use by any organisation (UK or International) with a duty of care (employee, student, resident etc). The entire GUI can be 'breadcrumed' with logo, brand colours and messages. Organisations can add personal video content (professionally filmed, produced, and created by Frog): for example:
o Ambassador Videos – organisation representatives sharing personal stories/advice
o Alumni Videos – Successes, Experiences – powerful role models
o Wellbeing Champions – organisation representatives showcasing the services, support, activities available
o HR/Wellbeing Services – ‘How to’, policies and procedures communicated via video format
In addition, organisations determine the type of services/support to be signposted (topic/theme, location (UK & International), services offered, user demographic served).

Customisation is managed by Frog Systems based upon client requirements determined during the on-boarding stage.

Scaling

Independence of resources
The platform is built using leading public cloud technologies for high availability and redundancy. The entire platform is load balanced across multiple UK data centres. Additional resources are automatically provisioned to ensure continued access and performance.

Analytics

Service usage metrics
Yes
Metrics types
Clients can access real time anonymised user data: visitors, topics, search terms, location, time spent and call to action response (the locations of support services are mapped, highlighting areas of demand vs supply by defined geographical areas), providing the organisation with a ‘mental health and wellbeing’ temperature gauge enabling it to report, review, plan and react.
Reporting types
Real-time dashboards

Resellers

Supplier type
Not a reseller

Staff security

Staff security clearance
Other security clearance
Government security clearance
Up to Security Clearance (SC)

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
Supplier-defined controls
Penetration testing frequency
At least once a year
Penetration testing approach
‘IT Health Check’ performed by a Tigerscheme qualified provider or a CREST-approved service provider
Protecting data at rest
  • Physical access control, complying with another standard
  • Encryption of all physical media
Data sanitisation process
Yes
Data sanitisation type
  • Explicit overwriting of storage before reallocation
  • Deleted data can’t be directly accessed
Equipment disposal approach
A third-party destruction service

Data importing and exporting

Data export approach
This is not a standard feature of the platform but if a client requires data export it can be arranged through a request with the technical services team. The request will only be considered once security protocols are completed.
Data export formats
CSV
Data import formats
Other
Other data import formats
  • Custom API agreed with client
  • Custom data import from flat file

Data-in-transit protection

Data protection between buyer and supplier networks
TLS (version 1.2 or above)
Data protection within supplier network
TLS (version 1.2 or above)

Availability and resilience

Guaranteed availability
A full SLA is included within the agreement. Multiple MS Azure instances guarantee connectivity of at least 99.95% uptime. Failure for Frog to meet its contractual performance targets will result in the company paying an agreed penalty fee for each complete day/target missed or deemed late.
Approach to resilience
Data is replicated across multiple UK Microsoft Azure data centre sites. Full service architecture is available upon request.
Outage reporting
Clients are personally contacted using agreed contact procedure. General notification is via email alerts and social media.

Identity and authentication

User authentication needed
Yes
User authentication
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
Access restrictions in management interfaces and support channels
Role based security. Access to the platform is restricted via best practice methods including IP whitelisting, user defined control, authentication and access control.
Access restriction testing frequency
At least once a year
Management access authentication
  • Dedicated link (for example VPN)
  • Username or password

Audit information for users

Access to user activity audit information
Users have access to real-time audit information
How long user audit data is stored for
At least 12 months
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
At least 12 months

Standards and certifications

ISO/IEC 27001 certification
No
ISO 28000:2007 certification
No
CSA STAR certification
No
PCI certification
Yes
Who accredited the PCI DSS certification
Stripe
PCI DSS accreditation date
19/10/2018
What the PCI DSS doesn’t cover
Transactions by telephone.
Other security certifications
Yes
Any other security certifications
Cyber Essentials Plus

Security governance

Named board-level person responsible for service security
Yes
Security governance certified
No
Security governance approach
Each meeting of the board involves a formal security review as an agenda item. The board considers the strategic alignment of security in context to the overall business strategy, reviews and updates risks vs. the risk register, considers the company resources - people, skills and infrastructure, evaluates performance and overall effectiveness based upon operational data and executes the appropriate actions.
Information security policies and processes
Frog has implemented information security policies based upon the ISO 27002 framework of best practices. These are reviewed at each Board meeting and are owned operationally by the CEO, Head of Systems and Director, Content. Policies include: Physical Security, Information Security, Acceptable Use, Access Control, Incident Response, Remote Access, Disaster Recovery, Data Management, Business Continuity, Change Management & Communications (external and internal).

Operational security

Configuration and change management standard
Supplier-defined controls
Configuration and change management approach
Change management process is in line with the criteria determined by recognised standards e.g CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management type
Supplier-defined controls
Vulnerability management approach
Frog's VM approach is in line with the standards defined by ISO27001:2013 and is reliant on a number of sources e.g subscription to vendor notifications and alerts plus media. Regular risk assessment and testing determines likelihood and severity of threat. Patches are deployed in accordance with vendor advice and notification. For patching of Windows operating systems, the patch cycle of Microsoft’s "Patch Tuesday” is followed. Clients are advised of any issues determined as 'notifiable.'
Protective monitoring type
Supplier-defined controls
Protective monitoring approach
Frog utilises industry-leading applications for monitoring, analyzing alerting and reporting of all platform data. The NOC continually monitor, vulnerability scan and assess the platform 24x7. Response times are determined by the Severity Classification of the incident as detailed in the SLA.
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
Frog operates a severity classification framework which is in line with the current guidance from ITIL v.3 and ISO27001 standards. Incidents are reported to clients via an agreed contact strategy. All incidents are recorded and an Incident Report made available to clients which records: Identification, Action Taken, Recovery & Review/Lessons learned. The incident report is discussed in person with the designated account manager.

Secure development

Approach to secure software development best practice
Conforms to a recognised standard, but self-assessed

Public sector networks

Connection to public sector networks
No

Pricing

Price
£25,330 to £47,450 a licence a year
Discount for educational organisations
Yes
Free trial available
No

Service documents

Request an accessible format
If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at hello@frog.net. Tell them what format you need. It will help if you say what assistive technology you use.