VideoCentric Ltd

4K Cloud Video Conferencing

Unlimited video, audio and web conferencing service for a high-quality collaboration experience across meeting rooms, desktops, mobiles and browsers for every employee. Multipoint calling, VMRs, 4K P2P, audio bridging, content sharing, IM/presence & Microsoft integration. Standards-based, designed for secure professional communications, service is provided by Lifesize's UK Gold Partner, VideoCentric.


  • 4K Video Conferencing
  • 4K Dual Stream content sharing
  • Audio conferencing
  • Secure Encryption of signal & media. Automatic firewall/NAT traversal.
  • Analytics & Reporting dashboard & administration portal
  • Central Phone directory - call by name
  • Optional Live Stream upto 10,000 viewers, 10 free recording hours.
  • Integration with Office 365, Skype for Business, Teams, Google, Slack
  • 24/7/365 Support


  • Video, Audio, Web, content & recording, all in one tool
  • Increase efficiency & productivity with face-to-face communications.
  • Unlimited guest invitations for customers, patients or clients
  • 10 hours free recording & streaming hours
  • Connect remote staff, homeworkers & specialists in an instant
  • Eliminate audio conferencing & bridging costs.
  • Simple administration & tools for usage, ROI calculations & management
  • Reduce travel through professional quality remote meetings.
  • Gold Partner support programme - highest level available in UK


£2.49 per person per month

  • Education pricing available
  • Free trial available

Service documents

G-Cloud 11


VideoCentric Ltd

Emily Shimell


Service scope

Service scope
Software add-on or extension No
Cloud deployment model Public cloud
Service constraints NA
System requirements
  • Windows® 7, 8, 8.1 and 10
  • Mac OS X® 10.10+
  • IOS version 10.0 or later
  • Android version 7.0 or later
  • If using IE for guest access, must be 11+

User support

User support
Email or online ticketing support Email or online ticketing
Support response times 1 hour meaningful response.
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 No
Onsite support Onsite support
Support levels VideoCentric's award-winning support levels can include technical & telephone support & email support, interoperability testing, software patches, releases & upgrades from a highly accredited in-house technical team. Services can also include onsite escalation services, training, remote diagnosis and deployment services depending on any service wrap-around requirements (i.e. in room AV/endpoints/networking etc). All customers have a dedicated Account Manager and direct access to 1st, 2nd and 3rd line expert support, and assistance with any direct liaison required with vendors. Access to online resources for both IT administrators and end users and any available ongoing user adoption & onboarding support included. Reporting, ROI & analytics assistance can be added if required. Many of our cloud services do not require full maintenance programmes or relevant support is included within original service, though some services can be added as optional extras or included for related hardware. VideoCentric provide the UK's most comprehensive and flexible range of support programmes which can be tailored to meet individual needs, and can also be provided to enhance simple Manufacturer warranties & support levels. Pricing varies dependent upon tailored or chosen programme.
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started Organisations receive an onboarding package, including online training for administrators and users, onboarding guides, and ongoing training & support to increase adoption. Organisations have access to a community portal for information, guides & documents, alongside scheduled e-classrooms. VideoCentric also provide onboarding sessions via video with the administrator within 3 weeks of deployment, and regular reviews & monitoring sessions with the admin to ensure uptake and ROI. Maintenance programmes include refresher training via video for users up to 4 times per year. With Lifesize, we provide a Customer Success Advocate to ensure everything is running smoothly throughout the contract and a dedicated account manager as your direct point of contact.
Service documentation Yes
Documentation formats
  • HTML
  • PDF
End-of-contract data extraction Organisations can export cloud statistics from the Dashboard at any time into CSV format. The admin can manage contact data and delete data from the portal throughout and up until the contract end date.
End-of-contract process Organisations can choose to renew the contract or terminate at the end of the term. Following termination, organisations no longer have access to the service.

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 11
  • Microsoft Edge
  • Chrome
Application to install Yes
Compatible operating systems
  • Android
  • IOS
  • MacOS
  • Windows
  • Windows Phone
  • Other
Designed for use on mobile devices Yes
Differences between the mobile and desktop service The app has a user interface that is common across both the desktop and mobile.
Accessibility standards None or don’t know
Description of accessibility ADD
Accessibility testing ADD
What users can and can't do using the API The API provides a command line based entry point for automating access and control of Icon video systems. The API supports a REST method for accessing a set of resources, or objects, through a fixed set of operations. API calls are made by sending a request to an API resource and specifying a method and arguments. A formatted response details the operation’s outcome.
API documentation Yes
API documentation formats
  • HTML
  • PDF
API sandbox or test environment No
Customisation available Yes
Description of customisation Touch Panel controller (Touch Phone) and Icon Video Conferencing system can be customised with buttons, icons & background, by an administrator within the Dashboard/portal.


Independence of resources The architecture of Lifesize Cloud is made up of a highly available cluster of geographically dispersed call carry server nodes with in-build load balancing capabilities to ensure there’s both capacity and service continuity for customers.

Our Network Operations team continually monitors the loading and utilization of the hardware, software and networking to ensure that sufficient capacity is available for our customers. Should the need arise an entirely new data-center can be brought online within hours to cater for increased load, geographic coverage or disaster recovery.


Service usage metrics Yes
Metrics types The administrator has access to in-depth reporting on statistics including user and room participation, as well as call and device usage. Call information including calls, total minutes, number of active users and average call time. Types of room systems, mobile and clients, call quality and packet loss, call history and recording & streaming history.
Reporting types
  • Real-time dashboards
  • Regular reports
  • Reports on request


Supplier type Reseller providing extra features and support
Organisation whose services are being resold Lifesize

Staff security

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

Asset protection

Asset protection
Knowledge of data storage and processing locations Yes
Data storage and processing locations EU-US Privacy Shield agreement locations
User control over data storage and processing locations No
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 Another external penetration testing organisation
Protecting data at rest Encryption of all physical media
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 Admin can export data via CSV within the dashboard.
Data export formats CSV
Data import formats Other

Data-in-transit protection

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

Availability and resilience
Guaranteed availability > 99.9% availability with Lifesize Extreme Support. In the event Lifesize does not achieve the Availability per account in a calendar month, service credit will be received to the customers account.
Approach to resilience The architecture of lifesize cloud is made up of a highly-available cluster of geographically dispersed call carry server nodes with in-build load balancing capabilities to ensure there’s both capacity and service continuity for customers.
Within each data-center there’s also a level of fault tolerance within the power, connectivity, hardware and software infrastructure. In the unlikely event of a catastrophic failure at an individual data center facility, customer’s services would be automatically transferred to leverage services from another data center.
Web based management, data-storage, chat, recording and streaming infrastructure are all deployed in high-availability architectures and leverage load balancing technologies to provide service continuity.
More information is available on request.
Outage reporting Service reporting is viewed via a browser dashboard, via email alerts and via the Community portal.

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication Username or password
Access restrictions in management interfaces and support channels Access is given on a permissions basis. Only specific users in specific roles and job responsibilities will get Access to certain functions. Employee (user) and contractors access to production systems is granted based on role and functional responsibility. Access changes are approved by the business owner.
Access restriction testing frequency At least once a year
Management access authentication Username or password

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 Between 6 months and 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 At least 12 months
How long system logs are stored for At least 12 months

Standards and certifications

Standards and certifications
ISO/IEC 27001 certification No
ISO 28000:2007 certification No
CSA STAR certification No
PCI certification No
Other security certifications Yes
Any other security certifications Data Centres Accredited to ISO 27001, 27018 and SSE16

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 Audited & certified datacentres to ISO 27001, security and privacy policies and controls are aligned with ISO 27001 and ISO 27018.

Operational security

Operational security
Configuration and change management standard Supplier-defined controls
Configuration and change management approach Lifesize follow an inhouse change management process, considering concepts and feature requests which may be submitted via a portal or via VideoCentric, with monitoring in place that will alert of failures and other thresholds. Devices within the data centre and on the network carry out periodic scanning for vulnerabilities. The change management policies and documents can be provided upon request. Any emergency changes are reviewed with a Root Cause Analysis and prevention methods identified to ensure that emergency change is not required in the future.
Vulnerability management type Supplier-defined controls
Vulnerability management approach Lifesize Cloud utilises best-of-breed data centres at AWS and IBM, both certified against ISO 27001, ISO 27018, SSAE16 and others. Specific timescale for resolution may vary depending on the severity/complexity of the vulnerability. There may be quick-steps to mitigate the perceived risks, allowing more time for software updates or fixes. Other situations require faster turnaround and can only be resolved with updates. These are given highest priority and vulnerability is investigated, solutions produced, verified and deployed often within 24 hours. Threats may be discovered by our DevOps team, reported by customers/partners via support channels, or through in-house SQA/penetration testing.
Protective monitoring type Supplier-defined controls
Protective monitoring approach It is not in the best interest of our customers to share these controls in detail, however we can share that Lifesize policies and controls are aligned with ISO27001 and ISO27018. However regular internal security testing, monitoring and validation is run against environments, and independent 3rd party penetration testing occurs at least annually.
Incident management type Supplier-defined controls
Incident management approach The first goal of the documented incident management process is to restore a normal service operation as quickly as possible and to minimize the impact on business operations, thus ensuring that the best possible levels of service quality and availability are maintain. Lifesize's incident management process is available upon request. Lifesize policies and controls are aligned with ISO27001 and ISO27018.

Secure development

Secure development
Approach to secure software development best practice Supplier-defined process

Public sector networks

Public sector networks
Connection to public sector networks No


Price £2.49 per person per month
Discount for educational organisations Yes
Free trial available Yes
Description of free trial We can provide free trials & proof of concepts for organisations based upon their needs. This can include trial of 4K Video Conferencing endpoints at multiple sites, connected to the 4K Cloud.

Service documents

pdf document: Pricing document pdf document: Terms and conditions
Service documents
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