ISL Online Ltd

Remote Support, Remote Access, Live Chat

Start a remote technical support session in seconds or access an unattended computer. View the screen and control a remote computer or mobile device. Transfer files between computers, and reboot remotely.

Features

  • Remote Access
  • Unattended Access
  • Remote Support
  • Mobile Device Remote Support
  • Online Meeting via Mobile Device or computer
  • Whitelabeling
  • On-premise, Private Cloud possible
  • Multilingual, 30 languages available

Benefits

  • Look and feel completely adaptable to your needs
  • Works in intranet, without internet access
  • Securely Access unattended computers
  • Fast connection to your clients
  • Access mobile devices
  • Simple sessions start
  • Access remote system information
  • Security and process settings adaptable to your needs

Pricing

£120 to £400 per licence per year

Service documents

G-Cloud 10

347851217297584

ISL Online Ltd

Warren Hawkins

01793 608737

sales@islonline.com

Service scope

Service scope
Software add-on or extension No
Cloud deployment model Private cloud
Service constraints Can connect to and from Windows, Mac, Linux, iOS, Android devices. However, older devices may not be compatible.
System requirements
  • Windows/Mac/Linux/Android/iOS
  • Network connection

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Fast response, the UK will respond mostly in under one hour during week days and on most occasions immediate. Premium support available with 24/7 availability.
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 9 to 5 (UK time), Monday to Friday
Web chat support accessibility standard None or don’t know
How the web chat support is accessible Web chat is accessible through our website (https://www.islonline.com) Just click the chat button, enter your name and you will be connected with an operator.
Web chat accessibility testing We have completed a lot of testing with clients and specialists over the past years. Web chat is also our product, so we are always spearheading the technology.
Onsite support Yes, at extra cost
Support levels Basic support is included in the price of the service. 24/7 support is called Premium support and is paid extra. We offer support in about 15 languages worldwide. Should you have customers that require it say in Brazil, the 1st level support will be provided by our local partner there in PT-BR. Support comes by phone, chat or email. Updates and upgrades are included in the price of cloud service and paid extra for on-premise licenses.
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started ISL Online can provide training and thorough technical support from our UK team. We have vast documentation on every feature and for common questions regarding our software. There is thorough documentation on the basics of how to use our software, as well as advanced documentation on customisations and integrations. Our team can direct users to the correct documentation for their requirements.
Service documentation Yes
Documentation formats
  • HTML
  • PDF
End-of-contract data extraction Data can be exported to CSV at any time during or after the license period. This data can be found through the web administration interface.
End-of-contract process They are contacted by a member of of our support team by email and telephone. We do not automatically renew accounts and do not store any payment information. We take the opportunity to discuss how users are enjoying the product. There are no hidden costs at ISL Online, all is clear in advance.

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+
  • Opera
Application to install Yes
Compatible operating systems
  • Android
  • IOS
  • Linux or Unix
  • MacOS
  • Windows
  • Windows Phone
  • Other
Designed for use on mobile devices Yes
Differences between the mobile and desktop service Support for mobile devices is intended to be used in conjunction with our services for desktop. This means that the majority of features are available for mobile. There are some limitations which are due to manufacturer/Operating Systems' terms and conditions. Due to the nature of our software, some manufacturers do not allow us to fully control their devices. The solutions for mobile devices will still be able to perform remote connection. In some cases full control can be provided, in some only a live screen can be viewed and in others there is only the ability for screenshot support.
Accessibility standards None or don’t know
Description of accessibility The interface is accessible through any web browser from any computer. No special constraints are in place, the software is as easy to use as possible.
Accessibility testing N/A
API Yes
What users can and can't do using the API API is used to integrate remote desktop into ITSM (ticketing), CRM and ERP systems. It can be integrated with most well known vendors, or, home-grown applications. It enables to create custom workflows, start remote desktop sessions from within support tickets, prepare reports within company ERP, etc. API requires no extra licenses: https://help.islonline.com/19969
API documentation Yes
API documentation formats
  • HTML
  • PDF
  • Other
API sandbox or test environment Yes
Customisation available Yes
Description of customisation On your behalf, we are able to do customisations such as: adding your logo to the interface, changing title and icon of application, changing colours on the applications, setting up surveys after sessions, creating a web portal away from your website. Anyone can customise, as long as they have an ISL Online account and can contact us. Users can contact us at any time and let us know their requirements, and we can do our best to accommodate with customisations. We can also customise some workflows and offer options for different methods of working.

Scaling

Scaling
Independence of resources In case of using our public cloud, its network of servers are checked constantly and new servers can allocated instantly. The systems always connect to the optimal server (data centre) using GEO DNS technology. In case of using Managed Private Cloud, the service is used by the customer only and no other demand can be generated. In case of increased demand by the customer, new servers shall be allocated instantly as well.

Analytics

Analytics
Service usage metrics Yes
Metrics types PLACEHOLDER
Reporting types Real-time dashboards

Resellers

Resellers
Supplier type Not a reseller

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
  • United Kingdom
  • European Economic Area (EEA)
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 Another external penetration testing organisation
Protecting data at rest
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Physical access control, complying with another standard
  • Encryption of all physical media
  • Scale, obfuscating techniques, or data storage sharding
Data sanitisation process Yes
Data sanitisation type
  • Explicit overwriting of storage before reallocation
  • Deleted data can’t be directly accessed
Equipment disposal approach In-house destruction process

Data importing and exporting

Data importing and exporting
Data export approach Users can export their data by using the web administration interface to export to CSV.
Data export formats CSV
Data import formats Other
Other data import formats None to upload

Data-in-transit protection

Data-in-transit protection
Data protection between buyer and supplier networks
  • Private network or public sector network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
Data protection within supplier network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway

Availability and resilience

Availability and resilience
Guaranteed availability SLA can be found here: https://www.islonline.com/gb/en/legal/service-level-agreement.htm ISL Online is committed to providing a reliable, high-quality network to support its network services (Hosted Service). We endeavor to ensure that the Hosted Service is available at least 99.95% during the calendar year. Private Cloud deployments are built in an overly-redundant way, ensuring high availability as well.
Approach to resilience We have servers in over 70 datacenters throughout the world. Datacentre setup is available on request by contacting support@islonline.com. A general overview is available in the security statement: https://www.islonline.com/files/technology/security-statement.pdf
Outage reporting For automated notifications, API is available to control the service state. For human readable notifications: https://twitter.com/enilnolsi ISL Online insider is tweeting about all important aspects of the network as well as all updates. All updates and upgrades are documented in release info: https://help.islonline.com/20065/169812 In case special notifications are needed, they are sent via email to admins or even presented on the website root.

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Limited access network (for example PSN)
  • Dedicated link (for example VPN)
  • Username or password
Access restrictions in management interfaces and support channels Access is layered, no person has access to "everything". All access is 2FA, passwords are not human-readable and stored in a password vault, which requires additional authentication.
Access restriction testing frequency At least every 6 months
Management access authentication
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Limited access network (for example PSN)
  • Dedicated link (for example VPN)
  • Username or password
  • Other

Audit information for users

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 User-defined
Access to supplier activity audit information Users have access to real-time 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 CIS - Certification & Information Security Services GmbH Salztorgasse
ISO/IEC 27001 accreditation date 19/10/2017
What the ISO/IEC 27001 doesn’t cover Cert Number: I-00324/0,
ISO 28000:2007 certification No
CSA STAR certification No
PCI certification No
Other security certifications Yes
Any other security certifications
  • Cyber essentials 6180759
  • Our product can help organizations achieve PCI, HIPPA

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 UK office has a Information policy in place that was set up under the advise of Tech UK. All current laws of the UK and Europe are followed. We do not swap or sell any data and we do not keep credit card details. No data of any kind is allowed to leave the secure office and we have system monitoring and leakage protection in place. ISL Online have Cyber Essentials certification - Cert No- 6180759. ISL Online has ISO27001 certificate issued by CIS.

Operational security

Operational security
Configuration and change management standard Supplier-defined controls
Configuration and change management approach All change requests are managed according to our internal policies, described in the company WIKI. Those policies are an aggregate of good practices according to ISO and DevOps. For example, all changes require a 2nd party confirmed ticket, that follows a pre-set pattern and includes a pre- and post-change pic and change summary.
Vulnerability management type Supplier-defined controls
Vulnerability management approach All threats are triaged and dealt with immediately, as we are running a worldwide network of remote desktop services. CVEs are monitored constantly at Mitre. We have a dedicated team of experts that monitor the systems for any threats 24 hours a day. Patches are deployed depending on priority and are seen here https://help.islonline.com/20118/317401. Independent penetration tests are regularly performed to check for risks. Managed Private Clouds are patched as soon as our hosted service.
Protective monitoring type Supplier-defined controls
Protective monitoring approach We have a system monitoring team and incident management protocol to address any risks or potential compromises. Incidents are responded to depending on their priority. Our threat analyses is based on ISO27001. For high-risk incidents, response time is almost instant and all incidents are internally documented thoroughly with accurate time frames. Incidents are treated as high urgency and fixes are deployed as soon as they are available.
Incident management type Supplier-defined controls
Incident management approach We are following ISO 27035 but have not certified for it. An incident is reported to our tracking system when a timeline of events is documented with the following information: Timeline, Executive Summary, Root Cause, Resolution and recovery, Corrective and preventative measures, other info. Each incident ticket has a priority set between Trivial -> Critical as well as a Status and Resolution. The incident tickets are assigned to the correct individuals who will investigate it quickly, depending on priority. Reports are provided via usual channels, starting with twitter.

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 Other

Pricing

Pricing
Price £120 to £400 per licence per year
Discount for educational organisations Yes
Free trial available Yes
Description of free trial A free trial, full access to the whole software package. Basic customization and no integrations free of charge. Limited to 15 days for hosted and 30 days for on-premise setups, can be extended once.
Link to free trial Www.islonline.com

Documents

Documents
Pricing document View uploaded document
Service definition document View uploaded document
Terms and conditions document View uploaded document
Return to top ↑