ICE CREATES LIMITED

Best-You

Cloud Hosted Healthly Lifestyle and Wellbeing platform comprising of website, app and CRM Case Management solution

Features

  • easy web browser access
  • Outcome reporting
  • health journey tracking
  • hybrid digital / coach support
  • Diary functionality
  • Groups and friends
  • Whats on around me service locator

Benefits

  • one place for population health management
  • client case management in on place
  • chat app for coach client communications
  • Population outcome reporting

Pricing

£8,000 a licence a year

Service documents

Framework

G-Cloud 12

Service ID

3 3 8 9 2 2 6 3 0 7 9 7 3 2 5

Contact

ICE CREATES LIMITED Stuart Jackson
Telephone: 07970 226640
Email: stuart@icecreates.com

Service scope

Software add-on or extension
No
Cloud deployment model
Hybrid cloud
Service constraints
No
System requirements
Web browser

User support

Email or online ticketing support
Email or online ticketing
Support response times
Hosting & Support
Our hosting and support package can be tailored for clients where possible. Below we outline our typical response times 08:30-17:00 Mon-Thurs, 08:30-15:45 Friday. Extra hours POA.
Urgent System not functioning or not allowing operational usage. Respond within 2 hrs
Resolve within 24 hrs
High Important operational tasks not functioning Respond within 4 hrs
Resolve within 48 hrs
Medium System operational but some functions are not working as usual, workaround is possible Respond within 8 hrs
Resolve within 3 days
Low Minor system issue, not affecting day to day functionality Respond within 2 days
Resolve within 7 days
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 as per previous question

standard support model as per pricing schedule and enhanced support is available, price on application

Internal Best-You support contact / account manager, no cloud support engineer
Support available to third parties
Yes

Onboarding and offboarding

Getting started
Project Managed implementation, onsite training for users, technical support desk available
Service documentation
Yes
Documentation formats
PDF
End-of-contract data extraction
We will work with the customer to ensure all of their data is extracted and imported into any local system of their choice
End-of-contract process
Data will be removed in line with standard data removal processes, we will work with customer on this

Using the service

Web browser interface
Yes
Supported browsers
  • Internet Explorer 8
  • Internet Explorer 9
  • 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
No difference. website is built as mobile responsive.

We also have a mobile app downloadable from apple and android store
Service interface
Yes
Description of service interface
Self care with a browser
Accessibility standards
WCAG 2.1 AA or EN 301 549
Accessibility testing
Only internal
API
Yes
What users can and can't do using the API
API only accessible through the Best-You website and app but we can work with customers to open the API up
API documentation
No
API sandbox or test environment
Yes
Customisation available
Yes
Description of customisation
Localised branding
customise information deck visibility
customer reporting

Scaling

Independence of resources
Powerful servers are in use and scaling can be both vertical and horizontal

Analytics

Service usage metrics
Yes
Metrics types
Ever CRM implementation has reporting capability - bespoke reporting also available to match KPI's
Reporting types
  • Real-time dashboards
  • Reports on request

Resellers

Supplier type
Not a reseller

Staff security

Staff security clearance
Staff screening not performed
Government security clearance
None

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
No
Datacentre security standards
Managed by a third party
Penetration testing frequency
At least once a year
Penetration testing approach
Another external penetration testing organisation
Protecting data at rest
Physical access control, complying with another standard
Data sanitisation process
No
Equipment disposal approach
A third-party destruction service

Data importing and exporting

Data export approach
Contact us via our contact form and we will work with user to export their data
Data export formats
  • CSV
  • Other
Other data export formats
JSON
Data import formats
Other
Other data import formats
None

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
WE strive to maintain 99% uptime, patched applied out of hours
Approach to resilience
Available on request
Outage reporting
Email alerts to clients

Identity and authentication

User authentication needed
Yes
User authentication
Username or password
Access restrictions in management interfaces and support channels
Username and password - 2FA to be implemented
Access restriction testing frequency
At least once a year
Management access authentication
Username or password

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
At least 12 months
Access to supplier activity audit information
No audit information available
How long system logs are stored for
Less than 1 month

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
Cyber Essentials

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
Full Internal Information security policy outlining all scope, definitions, duties of the organisation, acts complied with
• Copyright, Designs & Patents Act 1988
• Access to Health Records Act 1990
• Computer Misuse Act 1990
• The Data Protection Act 1998 and its UK replacement based on GDPR on 25th May 2018
• The Human Rights Act 1998
• Electronic Communications Act 2000
• Regulation of Investigatory Powers Act 2000
• Freedom of Information Act 2000
• Health & Social Care Act 2012

Operational security

Configuration and change management standard
Supplier-defined controls
Configuration and change management approach
Change management is governed by a steering group, impacts communicated to stakeholders. If client requests change this goes through a change management process internally
Vulnerability management type
Supplier-defined controls
Vulnerability management approach
Our 3rd party hosting supplier provides the option of vulnerabilty management
Vulnerability scanning
PCI complaince scanning
malware scanning
enterprise firewall
Protective monitoring type
Supplier-defined controls
Protective monitoring approach
Operate a 3rd party firewall with monitoring
Incident management type
Supplier-defined controls
Incident management approach
Standard escalation procedures, report to client if any impact. Compliance with ICO

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
£8,000 a licence a year
Discount for educational organisations
No
Free trial available
No

Service documents