LoopUp Ltd

Audio Conference Calls, Web Conferencing and Video Conferencing from LoopUp

LoopUp is a Software-as-a-Service solution for secure audio conference calls, web and video conferencing. LoopUp eliminates common frustrations associated with remote online meetings, delivering a premium experience along with the quality, security, and reliability required by Government organisations. LoopUp is designed for ease of use and requires no user training.


  • Reservationless calls and meetings with up to 200 participants
  • International dial-in and dial-out access available
  • One click to join your meeting and share your screen
  • Full in-call control, add/drop guests, mute background noise
  • Review history, assign billing codes and download call recordings
  • Integration with Outlook and popular web email/calendar clients
  • Smartphone apps for iOS, Android and Blackberry
  • Transparent billing by invoice, no hidden fees
  • Fully integrated web and video conferencing
  • ISO 27001 certified


  • No need for dial-in numbers and access codes
  • Easy to deploy with simple user provisioning
  • No user training required
  • Receive an alert when your first guest joins
  • In-call visibility and control offers maximum security
  • Dedicated account management and global 24x365 support
  • More productive, less frustrating calls and meetings
  • Total control of your meeting via intuitive app


£0.025 per unit per minute

Service documents


G-Cloud 11

Service ID

4 3 4 9 2 8 5 2 0 2 0 8 8 3 4


LoopUp Ltd

Marcus Greensit



Service scope

Service scope
Software add-on or extension No
Cloud deployment model Public cloud
Service constraints No
System requirements None

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Support is provided within SLA timelines based on the nature of the issue.
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 Dedicated technical account manager for day-to-day support and Customer Success team available 24 x 7 x 365. No additional cost
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started New user receives email from LoopUp to activate account and set a password. Onsite or online introduction sessions offered to new users. User documentation available on request. Ongoing training available on individual or group basis
Service documentation Yes
Documentation formats PDF
End-of-contract data extraction Upon termination all relevant user data is available on request
End-of-contract process If a fixed term exists a rolling monthly contract will apply. Upon termination of contract no further usage charges will be incurred.

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
Application to install Yes
Compatible operating systems
  • Android
  • IOS
  • MacOS
  • Windows
  • Windows Phone
Designed for use on mobile devices Yes
Differences between the mobile and desktop service LoopUp audio conferencing functionality is the same across desktop and mobile devices. Screen sharing can only be initiated from desktop but can be viewed from mobile.
Service interface Yes
Description of service interface Our intuitive interface works on any device and puts you in control and lets you set the pace of your meeting.
* Always know who's on and who's talking.
* Add additional context with LinkedIn profiles.
* Easily add late joiners and mute background noise.
Accessibility standards None or don’t know
Description of accessibility Accessibility is dependent on device used
Accessibility testing None
Customisation available No


Independence of resources Capacity is maintained at a level to support peak traffic at a ‘3-month ahead’ forecast level with no service degradation during single element or carrier network failures. This also provides headroom to support extraordinary events.
LoopUp uses a capacity management process based on actual peak utilization and a rolling 12 month forecast. Capacity is added 90 days in advance of forecast demand. Interim upgrades can be implemented to support requirements outside of the forecast.
LoopUp has developed a modular architecture that not only ensures regular capacity upgrades are executed seamlessly, but allows significant un-forecasted demand to be accommodated.


Service usage metrics Yes
Metrics types LoopUp provides the following in monthly invoice files:

- Call date
- Call time
- Connection method
- Call location
- Billing code
- Call duration
- Call cost
- User ID
- User email
- Office location
Reporting types
  • Regular reports
  • Reports on request


Supplier type Not a reseller

Staff security

Staff security
Staff security clearance Staff screening not performed
Government security clearance None

Asset protection

Asset protection
Knowledge of data storage and processing locations Yes
Data storage and processing locations
  • United Kingdom
  • Other 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 Less than 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 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 Any call recordings made on LoopUp can be downloaded from the user web portal.
Data export formats Other
Other data export formats
  • Mp3
  • Mp4
Data import formats CSV

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)
  • IPsec or TLS VPN gateway

Availability and resilience

Availability and resilience
Guaranteed availability LoopUp shall use commercially reasonable efforts to provide an availability of 99.95%, calculated as follows:
(T – U) /T x 100%, where
T = total minutes within a given calendar quarter which, for the purposes of this SLA, are deemed to be constant at 43,800 per month.
U = The aggregate duration in minutes when the services are “Unavailable” calendar quarter, where Unavailable means:
-A P1 issue due to a problem caused by an act or omission of LoopUp and expressly excludes any period where the services are not available due to: suspension or termination of the services in accordance with our agreement with the customer; Force Majeure; Scheduled Maintenance; any act or omission of the customer, its officers, employees, or contractors or any person that the customer allows to use the
services, including use of the customer’s or a third party’s equipment, software or other technology; any use in breach of the customer’s agreement with LoopUp; user error; unauthorised access by third parties; or otherwise not in LoopUp’s reasonable control;
-Is measured from the time the Customer reports the problem to LoopUp’s Customer Success team to the time that the service is restored.
Approach to resilience Available on request
Outage reporting Account administrators and users informed via email

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication Username or password
Access restrictions in management interfaces and support channels Individually assigned account administrator with access to all users and account information. Administrators able to manage user base and create/terminate accounts.
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 Between 6 months and 12 months
How long system logs are stored for Between 6 months and 12 months

Standards and certifications

Standards and certifications
ISO/IEC 27001 certification Yes
Who accredited the ISO/IEC 27001 BSI
ISO/IEC 27001 accreditation date 22/03/2016
What the ISO/IEC 27001 doesn’t cover Secure delivery areas (not applicable)
ISO 28000:2007 certification No
CSA STAR certification No
PCI certification Yes
Who accredited the PCI DSS certification Self-certified
PCI DSS accreditation date N/A
What the PCI DSS doesn’t cover We have completed SAQ-A only
Other security certifications No

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 Information security training is provided to all appropriate staff. All security incidents, actual or suspected, are reported and investigated. The implementation of the policy is achieved through the application of mandatory standards, supported by additional controls, where appropriate. The LoopUp ISMS covers operational and technical measures to safeguard Information and ensure Information security in all areas: Physical, environmental, network and data security. LoopUp’s infrastructure is located in state of the art data-centers in Chicago, London , Hong Kong and Sydney . LoopUp has created a highly resilient and secure environment in which to host our equipment: Sophisticated environmental control systems maintain temperature and humidity at optimal levels. Power is provided from diverse parts of the electricity supply system, protected by a fully redundant UPS infrastructure, with generator backup. Highly restricted access to LoopUp’s infrastructure is maintained by: placing all key elements behind industry standard firewalls, using access lists to limit access to all network elements to specific source IP addresses, allowing network element access to a limited number of appropriate users, via individual usernames and passwords. Full policy document available on request.

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 All product changes shall be managed and executed according to a formal change control process as set out in this policy. The control process will ensure that proposed product changes are reviewed, authorized, tested, implemented, and released in an appropriate and controlled manner; and that the status of each product change is monitored and documented as appropriate.
Vulnerability management type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach LoopUp applies risk assessment criteria to vulnerabilities relevant to information security in accordance with ISO27001. Certified policy documents are available on request.

Security patches to known threats are deployed within hours or days depending on the risk.

Vulnerabilities are identified during the development process or are identified by third party contractors.
Protective monitoring type Undisclosed
Protective monitoring approach LoopUp applies risk assessment criteria to vulnerabilities relevant to information security in accordance with ISO27001. Certified policy documents are available on request. Security patches to known threats are deployed within hours or days depending on the risk. Our information security management team (ISMT) reports and responds to incidents immediately.
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 All Personnel have received training in Information Security and that, in the first instance, all known or suspected Events and Incidents, including suspected Information Security weaknesses, are promptly reported to their line managers and to the ISMT.

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 No


Price £0.025 per unit per minute
Discount for educational organisations Yes
Free trial available Yes
Description of free trial - One month free trial
- 3000 minutes (UK local dial-in & dial-out to UK landline)
- Unlimited screen sharing
- Unlimited recordings
- Up to 150 guests per call
- No credit card required

*Dial-out to UK mobile and International access not included
Link to free trial https://loopup.com/enuk/loopup-online-free-trial/

Service documents

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