APD Communications

Cloud Control Room Solution

Hosted Cloud Control Room Solution provides a common contact management platform on which customers can build their specific control room requirements around purchasing optional modules including integrated communications control system (ICCS), contact relationship management (CRM) and computer aided dispatch (CAD)

Features

  • Simultaneous access to ESN & Airwave TETRA
  • No backend infrastructure equipment needed onsite, including CCI ports
  • Highly scalable - Capacity on demand
  • High Availability
  • Rapidly increase Control Room positions on demand when required
  • Easily maintained and Zero downtime for system upgrades
  • Add modules for required Control Room functionality and services
  • Quick onboarding process as backend infrastructure ready to go

Benefits

  • Quick easy implementation of mission critical control room solution
  • Cloud based platform no hardware infrastructure management overhead
  • Easy effortless upgrade to latest application version, always upto date
  • Capacity on demand removes the need for excess capacity overhead
  • Removes the need for standby control rooms
  • Accessible at any time from anywhere
  • Affordable fully maintained monthly license
  • Unlimited users
  • Unrivalled security and reliability

Pricing

£167 per unit per month

Service documents

G-Cloud 11

465787574888586

APD Communications

Rhiannon Beeson

01482808300

gcloud@apdcomms.com

Service scope

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 Can also be added to other Computer Aided Dispatch (CAD) systems
Cloud deployment model Private cloud
Service constraints The service is compatible with a number of telephony switches including: Avaya, Cisco, Aastra and Unify. A full compatibility list is available on request.
The workstation client is compatible with windows operating systems including Windows 7, 8 and 10.
Some enhanced optional features require an onsite Radio integration.
System requirements
  • Compatible with Windows 7, Windows 8 and Windows 10.
  • Some optional features require an on site Radio connection
  • Requires an on site telephony switch
  • Antivirus software must be installed on client workstations
  • Client workstations must meet a minimum specification.
  • A headset must be provided from APD’s tested headset list
  • Workstation peripherals should be provided by the customer

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Response times are agreed in detailed service Level Agreements, and are based on the operational impact of the call (call prioritisation). The higher the prioritisation the faster the response. Calls classified as being Critical or Major in terms of impact benefit from full 24/7 support, with non major calls being supported during APD business hours (0900 to 1730 Monday to Friday excluding public holidays) only, to leverage the maximum price efficiencies for the Customer. All calls have defined response and Return to Service targets.
User can manage status and priority of support tickets Yes
Online ticketing support accessibility None or don’t know
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 The web chat support is part of our ServiceCloud system and is a visual chat facility, available in APD Business Hours (0900 to 1730 Monday to Friday excluding Public Holidays) only, whereby users can interact via typed questions directly with a member of our team. The facility does not currently include any audio or speech options. Access to the Support team is also available via a 24/7 telephone contact number and via email etc. Additional documentation, newsletters and updates are all available via our Customer Community.
Web chat accessibility testing Testing project current being planned
Onsite support Onsite support
Support levels We provide 3 levels of support - Core Platform, Advanced and Premier. The Core Platform level provides the customer with access to the APD Support Team during APD Business Hours (0900 to 1730 Monday to Friday excluding Public Holidays), with a guaranteed restoration of the system within 6 hours of an issue being reported, and 1 days Voice and data storage and search. The Advanced and Premier levels provide 24/7 support to the customer, with Advanced giving a guaranteed restoration of the system within 4 hours of an issue being reported and 7 days Voice and Data storage and search,, and Premier supplying availability of 99.95% and 28 days Voice and Data storage and search. In addition, the Premier level supplies Geo Redundancy and Automatic Capacity Management, ensuring full resilience and availability, and scaling out of the system to meet periods of additional demand from the customer. The service is supplied by a highly trained team of engineers, including a cloud support engineer, with Technical Consultants also available as required. Pricing is on a subscription model, per module, per service level, per user. per month making it flexible to meet the customer's demands.
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started Training on our CRM, ICCS and Location Services can be managed by individual courses, or integrated combined courses. A Requirements Scoping Meeting will ensure that requirements are understood and met, and an individual training plan will be created to meet specific customer requirements including number of people for training, on-site or off-site training, phased training and train-the-trainer course options. Training comes in 3 courses for each part of the solution: Train the Trainer – intended to pass knowledge and understanding to the customers’ own training department for onward cascading to emergency control room staff. Administration Training – Intended for staff who will be maintaining the system, and not for general operator or supervisor access. This course covers the access and permissions rights of users/workstations and may be dependent upon the services required by each customer. First Line Maintenance – Covering replacement of hardware, due to damage or failure, in order to get the workstation position back to operational usage as soon as possible. This will generally include the physical connections of the workstation into existing interdependent legacy services (Tetra, Bulk Recording facilities, Telephone Switches). The course will also cover routine maintenance for parts of the service which are not APD-hosted
Service documentation Yes
Documentation formats PDF
End-of-contract data extraction A copy of the database will be made available upon request.
End-of-contract process When a Customer leaves the service, we will develop an off boarding plan.

The level of Off-boarding support provided will depend upon the Service Tier provided but as a minimum, this will include:
A telephone or onsite meeting to agree with the Customer:

- Off-boarding and migration planning and process
- Key contacts and points of escalation for both organisations
- Return of any specific documentation
- Outline plan including timescales

Meetings and ongoing support beyond the initial meeting are not included within the services pricing, but can still be provided within the rate card. A quote can be provided at request.

The hosted and site environment will be decommissioned. The customer on site hardware remains their property however any applications software provided as part of the service provided will be removed.

A period of seven days is provided after the contract has ended before the service is disabled and a further grace period of twenty-one days during which data is available.

We are able to discuss specific requirements and provide a quote on request if the customer needs alternative / longer arrangements for off boarding.

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
Application to install Yes
Compatible operating systems Windows
Designed for use on mobile devices No
Service interface No
API Yes
What users can and can't do using the API Multiple interface mechanisms are provided for
interaction to 3rd systems, including:
CRS interface – A proprietary XML interface that
allows agreed third parties (typically Command
and Controls, Voice recorders) to receive call and
other operator activity information from the
SICCS. It also supports inbound requests to dial
telephone numbers and set up point-to-point
calls.
D20 interface – An XML interface enables agreed
third parties to access Airwave/ESN (when
available) features via the Communication
Gateway.
Both interface specifications are freely available
to other relevant suppliers
API documentation Yes
API documentation formats PDF
API sandbox or test environment No
Customisation available Yes
Description of customisation The User interface can be customised by individual users to alter the layout, themes and widgets displayed on the UI. Customisations are available from within the UI menu.

Scaling

Scaling
Independence of resources The service is deployed with resources available for the maximum consecutive users. If additional resources are required for new users then they will be provisioned before the users are added to the system.

Analytics

Analytics
Service usage metrics Yes
Metrics types Service uptime will be reported. A suite of reports is available to the user that describe the operator usage.
Reporting types
  • Regular reports
  • Reports on request

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
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 ‘IT Health Check’ performed by a CHECK service provider
Protecting data at rest
  • Physical access control, complying with CSA CCM v3.0
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • 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 Exporting user data is only available upon request. Depending on the required data and its source location this may incur additional service charges based on our rate card.
Data export formats CSV
Data import formats CSV

Data-in-transit protection

Data-in-transit protection
Data protection between buyer and supplier networks
  • Private network or public sector network
  • 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 APD Guarantee 99.95% availability.
SLAs are agreed and detailed specific to each customer project scope and requirements
Approach to resilience This information is available on request
Outage reporting Known outages will be communicated to the customer via email. Unknown outages will be communicated by email when they occur and after they are resolved.

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication
  • Dedicated link (for example VPN)
  • Username or password
Access restrictions in management interfaces and support channels Usernames and Password authentication is used to restrict access to management and support resources.
Access restriction testing frequency At least once a year
Management access authentication
  • Dedicated link (for example VPN)
  • 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 At least 12 months
Access to supplier activity audit information No audit information available
How long system logs are stored for At least 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 11/1/2010
What the ISO/IEC 27001 doesn’t cover N/a
ISO 28000:2007 certification No
CSA STAR certification No
PCI certification No
Other security certifications Yes
Any other security certifications Cyber Essentials

Security governance

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 Cyber Essentials
Information security policies and processes We have our own internal business and process security policies supporting our ISO/IEC 27001 certification

Operational security

Operational security
Configuration and change management standard Supplier-defined controls
Configuration and change management approach APD maintains a Configuration Management Database (CMDB) as part of its certification to ISO 20000. This CMDB is held within our salesForce ServiceCloud system, with asset data input as a system moves into the support stage of its lifecycle. The information is then maintained and updated via our Change Control Procedure (CCP). The CCP details the change to be made, why it is being made, any risks and implications (including any security impact), plus roll back steps if necessary etc.
Vulnerability management type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach UKCloud has a documented vulnerability management policy and process, which have been implemented, maintained and assessed in accordance with the guidance from ITIL v.3 and the current ISO20000 and ISO27001 standards. Where technically possible, real-time updates and status reports are identified and sourced from credible vendor sources, which cover a significant proportion of UKCloud’s asset population. For other systems and software, assigned personnel have responsibility for regularly reviewing technical forums and specialist groups to promptly identify and evaluate any emerging patches or updates which require our attention.
Protective monitoring type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach Following best practice from the National Cyber Security Centre, UKCloud protects both its Assured and Elevated platforms with 24x7 enhanced protective monitoring services, vulnerability scanning and assessment.  Our approach to protective monitoring at minimum meets the Protective Monitoring Controls (PMC 1-12) outlined in NCSC document GPG13 (Protective Monitoring for HMG ICT Systems).  It includes checks against systems events (SIEM) and network traffic analysis, including time sources, cross-boundary traffic, suspicious activities at a boundary, network connections and status of backups.  Any alerts generated are logged and investigated 24x7.
Incident management type Supplier-defined controls
Incident management approach APD is certified to ISO 20000 and has a detailed Incident Management Process. Incidents can be reported via the on line portal, via email, or telephoned through to APD Customer Support who will log the issue, collect fault information and try to resolve the call. Call are automatically escalated to the Service Delivery team, if necessary, to the Resolver Group who deal with Problems and Known Errors. The customer is updated via phone or email as the progress of the call, and incident reports can be supplied as required.

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

Pricing

Pricing
Price £167 per unit per month
Discount for educational organisations No
Free trial available No

Service documents

pdf document: Pricing document pdf document: Skills Framework for the Information Age rate card pdf document: Service definition document pdf document: Terms and conditions
Service documents
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