GoodSAM Limited

GoodSAM Instant On Scene / Instant Help

Instant on Scene (Instant.Help) enables 999/111//101/Clinical Advisory Services to receive video direct from a caller's smartphone. Services enter a mobile phone number to generate a text containing a link. When clicked, video, audio and location data is shared into Emergency Service Control. No App required. Vital Signs are automatically measured.

Features

  • Text enabled video streaming to view scene. No App required
  • Simultaneously stream audio via phone and web.
  • Receipt of text generates precise location of caller
  • Email can also enable video streaming and audio
  • Advanced video optimisation for poor data regions
  • Video stream detects heart / respiratory rate of multiple subjects
  • Works on all smartphones (iOS / Android / Windows)
  • Optimised for public services firewalls
  • AES-256 Encrypted, GDPR compliant
  • Multiple video storage options (none, cloud, local) available

Benefits

  • Video stream enables Emergency Services triage / prioritise
  • Immediately geo-locate incident
  • Improve efficiency of resource dispatch - upgrading or downgrading.
  • Improve safety of staff dispatched
  • Enables remote assessment with objective vital sign measurement
  • Instant collection of evidence
  • Secure video storage for patient record / evidence / review
  • Enable guided earlier intervention
  • Support staff/volunteers in field with optimised clinical decisions
  • Improve Trauma / Stroke / Mental Health pathways

Pricing

£1 to £4 per unit per year

  • Free trial available

Service documents

Framework

G-Cloud 11

Service ID

4 4 3 4 7 4 3 6 8 6 9 9 8 3 7

Contact

GoodSAM Limited

Mark Wilson

02032878128

info@goodsamapp.org

Service scope

Software add-on or extension
Yes, but can also be used as a standalone service
What software services is the service an extension to
Instant-on-Scene can be used as a web-based standalone system/integrated into CAD via API. It can also be used as part of the GoodSAM Pro Service. It can be used for 999 / 111 /101 services for health / fire / police purposes and can integrate into other software e.g. Adastra
Cloud deployment model
Private cloud
Service constraints
No - the system is hardware neutral and works on any network. No third party software is used and we have a managed continuous uptime with no interruption for maintenance. The system is optimised and can work through most firewalls, however, if there are specific limitations within your network we can change configuration to work within them.
System requirements
  • Requires HTTP support
  • TCP or UDP transmission needs to be enabled

User support

Email or online ticketing support
Email or online ticketing
Support response times
Email support is provided 24/7 - response time for non-urgent requests are within 72 hours. Urgent requests (those affecting system use) are dealt with by Technical team within two hours of request being logged.
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
Onsite support
Support levels
Support is included as part of service, including technical account management and access to our tech team 24/7. Specifically:

System Uptime - System uptime will be maintained at 95% (excluding planned outages)

24 Hour Support Service - 95% of responses to requests provided within 3 hours from the time the email was logged.

Rectification of Faults.

Severity 1 - High impact, ie Loss of functionality - 90% of Faults are rectified within 24 hours, from the time of the email being logged.

Severity 2 - Medium impact, ie Incorrect settings or changes not working. 90% of Faults are rectified to the satisfaction of client within 2 days, from the time of the email being logged.

Severity 3 - Low impact, ie Fault is an inconvenience. 100% of Faults are rectified to the satisfaction of client within 7 days, from the time of the email being logged.

Planned Outages. 100% of outages for technical maintenance/system updates/upgrades are planned and agreed with client - 14 days notice will be provided.

Upgrades to software modifications, updates or new releases. 100% of upgrades will be provided on release whilst maintaining functionality. Where this is not possible, permission from client will be sought.
Support available to third parties
Yes

Onboarding and offboarding

Getting started
We can provide a trail service to enable an organisation to utilise the platform in their own environment to test and ensure subsequent effective implementation. Both on-site and off-site training can be provided together with user manuals and explanatory videos. Previous experience has shown the system to be highly intuitive so minimal training is normally required. CAD integration and API support to facilitate integration is provided by our tech team. Additionally we have a wealth of global experience in implementation video systems around the world with air ambulance services, security services and commercial organisations utilising our technology. We can help with governance / culture change issues and advise on system roll outs.
Service documentation
Yes
Documentation formats
  • HTML
  • PDF
End-of-contract data extraction
Data retention and disposal is agreed with buyer before service commencement. Typically this includes an agreement for GoodSAM to provide any data held to the buyer and then destroy additional records.

All data is held and accessible via the Dashboard at all times. Buyer is able to extract data directly from the Dashboard and delete video data from the Dashboard.
End-of-contract process
There are no additional costs at the end of the service. At the termination date, GoodSAM revokes access to the system, shares a record of any data stored and destroys a record of the data. As the system operates in a stand alone capacity, further action is not required and other systems are not affected.

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
No
Designed for use on mobile devices
Yes
Differences between the mobile and desktop service
Yes - The video can be streamed from any smartphone, tablet or computer with a webcam.

The viewing of the video can also be from smartphone, tablets or computers through a compatible web browser.
Service interface
No
API
Yes
What users can and can't do using the API
Streaming API -send link for streaming - open up users camera and start streaming via text or email, invalidate link, delete stream and metadata using ID, fetch metadata of all recorded streams in date/time range, download stream using its name.

Storage API - can be used to transfer video from cloud to local servers for in house storage.
API documentation
Yes
API documentation formats
Open API (also known as Swagger)
API sandbox or test environment
Yes
Customisation available
Yes
Description of customisation
System is customisable and can be tailored to suit needs of buyer.

Administrator controlled options:
Creation of further administrators / consultants (people who can initiate video streaming)
Selection of video storage options (none, cloud, local)
Access and review of stored videos
Turn on / off of automatic vital sign assessment
The parsing of specific message / codes with video text

Additional customisation can be done for individual services using the platform e.g. branding of viewing web page and web page on callers mobile.

Scaling

Independence of resources
At GoodSAM, we are built on the idea of modularity (micro-services) and scaleability.

We run all out our services in HA mode and since we have a modular architecture, we can horizontally scale the module/micro-service which is under the heavy load.

Video streaming architecture component:

1) Highly available coordinator service which is horizontally scaleable.

2) Scalable media handling service which is again stateless and horizontally scaleable.

A microservice based architecture is extremely easy to scale and the system auto-scales with clusters which means it's able to dynamically adjust the number of our servers based on the user demand and usage.

Analytics

Service usage metrics
Yes
Metrics types
A record of each time the Instant on Scene function is used is logged - with the time, length, name of operator and video generated recorded.
Reporting types
Real-time dashboards

Resellers

Supplier type
Not a reseller

Staff security

Staff security clearance
Conforms to BS7858:2012
Government security clearance
Up to Developed Vetting (DV)

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 every 6 months
Penetration testing approach
In-house
Protecting data at rest
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Other
Other data at rest protection approach
Physical access control is in place for the datacenter complying with SSAE 16 and the ISAE 3402.

We use AWS which is also a G-cloud compliant data centre.

When the data is at REST, we use AES-256 bit encryption.

Our data storage system always have a replication factor greater than 1 and we have automated back-up generation in place.
Data sanitisation process
Yes
Data sanitisation type
  • Explicit overwriting of storage before reallocation
  • 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 export approach
Users can export data by downloading video directly from the Dashboard. If buyer wishes to store video, this can be done either in the cloud or an API can be used to pull the video for the buyers own local storage.
Data export formats
  • CSV
  • Other
Other data export formats
  • HTML
  • XML
  • JSON
Data import formats
  • CSV
  • Other
Other data import formats
  • JSON
  • HTML
  • XML

Data-in-transit protection

Data protection between buyer and supplier networks
  • TLS (version 1.2 or above)
  • Other
Other protection between networks
DTLS and SRTP for video transmission
Data protection within supplier network
  • TLS (version 1.2 or above)
  • Other
Other protection within supplier network
DTLS and SRTP for video

Availability and resilience

Guaranteed availability
System Uptime guaranteed at 99.99% (excluding planned outages).
Refund of 3% of the monthly license fee if not met.

24 Hour Tech Support Service. 100% of response to requests provided within 1 hour from the time the call was logged. Refund of 1% of the monthly license fee if not met.

Rectification of Severity 1 Faults - High impact. 100% of Faults are rectified to the satisfaction of the buyer within 24 hours, from the time of the call being logged. Refund of 3% of the monthly license fee if not met.

Rectification of Severity 2 Faults - 100% of Faults are rectified to the satisfaction of buyer within 2 days, from the time of the call being logged. Refund of 3% of the monthly license fee if not met.

Rectification of Severity 3 Faults - 100% of Faults are rectified to the satisfaction of the client within 7 days, from the time of the call being logged. Refund of 3% of the monthly license fee if not met.

Upgrades to software modifications, updates or new releases - 28 days notice will be provided - Refund of 3% of the monthly license fee if not met.
Approach to resilience
All GoodSAM features are coded in house. There is no third party utilities (e.g. video is done through native WebRTC not through Skype or a commercial third party). This means we can guarantee uptime as we are not reliant on another party. This accounts for why we have not had even a second downtime in 4 years.

The GoodSAM Platform is built using micro-service architecture which is the bleeding edge industry standard. (Rather than being one monolithic which cannot be changed, load balanced, scaled, improved or continuously deployed.)

We have Disaster Recovery (DR) environments and have automated back ups for our data storage solutions.

For our relational data storage solution, we use Log-Shipping and AG-Replication and can in almost all scenarios can recover from master server failures without the clients noticing.

Our non-relational data storage is Multi-DC replicated by design and we achieve data consistency by performing quorum read and writes.

Further information can be supplied on request.
Outage reporting
Supplier will report any outages to Buyer via email alerts.

Identity and authentication

User authentication needed
Yes
User authentication
Username or password
Access restrictions in management interfaces and support channels
Access to data is tightly controlled by users roles, password restricted to closed group of authorised employees. Access and use is closely monitored and systems in place to ensure access is only provided to those with a bona fide interest. We also train employees on acceptable use and have protocols in place which all employees adhere regarding security protocols.
Access restriction testing frequency
At least every 6 months
Management access authentication
Username or password

Audit information for users

Access to user activity audit information
Users receive audit information on a regular basis
How long user audit data is stored for
User-defined
Access to supplier activity audit information
Users receive audit information on a regular basis
How long supplier audit data is stored for
User-defined
How long system logs are stored for
User-defined

Standards and certifications

ISO/IEC 27001 certification
No
ISO 28000:2007 certification
No
CSA STAR certification
No
PCI certification
No
Other security certifications
No

Security governance

Named board-level person responsible for service security
Yes
Security governance certified
Yes
Security governance standards
  • ISO/IEC 27001
  • Other
Other security governance standards
We use AWS which is also a G-cloud compliant data centre.

We fully meet ISO/IEC 27001 compliance and are in the process of attaining accreditation. A Letter of Commitment from our Accreditors is available upon request.

We are fully GDPR compliant and ICO registered
Information security policies and processes
We have information security policies in place to ensure confidentiality (data and information assets is confined to people authorised to access and not be disclosed to others), integrity (keeping the data intact, complete and accurate, and IT systems operational) and availability (system is at disposal of authorised users when needed). Our security policies adhere to the Security Forum's Standard of Good Practice, the International Standards Organization's Security Management series and the Information Systems Audit and Control Association's Control Objectives for Information Technology.

Specifically, we adhere to additional sub-policies, including:

Authority & Access Control Policy to ensure staff are permitted hierarchical access according to their role. All access is monitored and staff adhere to Acceptable Use and Data Handling Policy. We also have a Change Management Policy, Incident Response Policy, Remote Access Policy, Email/Communication Policy, Disaster Recovery Policy and Business Continuity Plan. We also have processes to ensure technology standards, procedures and guidelines for staff and workflow processes. We are fully GDPR compliant and ICO registered.

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
There is no third party utilities or components are used (e.g. video is done through native WebRTC not through Skype or a commercial third party). All code is done in standard programming languages of objective C for iOS, Java for android, C# for windows phones and HTML. No contractors are used - all tech is developed in house. This means we can manage change effectively through our in-house processes and the security impact is mitigated. This accounts for no downtime in the last five years.
Vulnerability management type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach
All of the communications on our platform are done using TLS 1.3 or 1.2. We also have an integrated database with amazon/google and are able to deprecate crackable ciphers. We don't use Windows products at all due to their known vulnerabilities, all the services are Linux based and developer environments are Unix based. We also have measures in place for various hack prevention such as cross site scripting, DOS, DDOS and brute force attack. Unauthorised kernal modules are continuously scanned and checked against the Amazon’s AWS definitions.
Protective monitoring type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach
We employ repeatable and periodic process for scanning, identifying and remediating newly discovered security vulnerabilities on servers, workstations, network equipment, and applications. We use Linux and Unix based kernals and all actions are monitored based on the users logon and roles. Policy and procedures have been developed in line with relevant legal and regulatory requirements and also adhere to NHS industry standards. Our Tech team commit to responding to all critical incidents 24/7, with all issues resolved within 24 hours of being identified.
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
A summary of the incident management approach is below:

Incident logging - Incident logged through phone and email.

Incident categorisation - based on the area of IT or business.

Incident prioritisation - priority of incident determined as a function of its impact and urgency using a priority matrix, determining the time within which the incident should be resolved.

Incident routing and assignment.

SLA management and escalation.

Incident resolution.

Incident closure.

Post-incident review - all incidents are reviewed and evaluated by Technical Team.

Reporting - All processes are logged and Buyers are able to request incident reports documenting steps taken.

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
Yes
Connected networks
NHS Network (N3)

Pricing

Price
£1 to £4 per unit per year
Discount for educational organisations
No
Free trial available
Yes
Description of free trial
We offer a free trial (period to be agreed with the Buyer - typically three to six months) of Instant On Scene accessed through the standard alone dashboard. This is subject to reasonable use based on the number of texts generated and recording stored.

Service documents

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