This G-Cloud 10 service is no longer available to buy.

The G-Cloud 10 framework expired on Tuesday 2 July 2019. Any existing contracts with LIMA are still valid.
LIMA

LIMA Detainee Management Video Service

Supply, installation, support of a secure video system to allow custody staff to conduct PACE reviews and integrated offender management staff to remotely connect with in cell detainees. Furthermore, allowing solicitors in their offices to brief detainees within cells. Reducing the need for Inspectors and/or Solicitors travelling to custody locations.

Features

  • Remote Access
  • Audit Logging

Benefits

  • Ease of use interface
  • Compliant with all standard based video equipment
  • Instant Messaging
  • Presence

Pricing

£550.50 a unit

Service documents

Request an accessible format
If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at bidmanagement@lima.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 10

Service ID

4 7 6 0 7 5 5 9 3 2 6 1 1 3 2

Contact

LIMA Ryan Ratcliffe
Telephone: 0345 345 1110
Email: bidmanagement@lima.co.uk

Service scope

Service constraints
There are no notable constraints with this service outside the standard terms and conditions for LIMA services.
System requirements
Use of SPLA may be required

User support

Email or online ticketing support
Email or online ticketing
Support response times
Reponse times are in line with our published SLAs.

Priority 1 and 2 incidents are responded to within 15 minutes.
Priority 3 incidents are responded to within 4 hours.
Priority 4 incidents are responded to within 1 business day.

For services covered under a 24 x 7 agreement which also covers weekends the same SLAs apply.
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
Yes, at extra cost
Support levels
Premium or Managed Service with options for 9x5, 12x5 and 24x7 cover options. All services include a dedicated Account Manager, Technical Account Manager and Service Delivery Manager. Our support pricing is based on indivudal customers requirements and takes in to consideration the technologies and number of assets to be supported.
Support available to third parties
Yes

Onboarding and offboarding

Getting started
Customers are onboarded into Service through the LIMA onboarding procedures. This includes issuing the customer with user documentation for accessing the Self Service portal and details of how to provision workloads and resources.
Service documentation
Yes
Documentation formats
PDF
End-of-contract data extraction
As part of the service termination customers have the right to request their data be provided to them. This is in it's raw form and is provided on removeable media to be supplied by the customer.
End-of-contract process
LIMA Cloud offboarding procedures are followed to decommission customer services including extraction of data and any necessary data destruction. LIMA contracts department handle the settlement of the contract from a financial perspective.

Using the service

Web browser interface
No
API
No
Command line interface
No

Scaling

Scaling available
Yes
Scaling type
Manual
Independence of resources
Customers can select service offerings that provide guaranteed resources and isolation from other service users. Capacity management is a continuous process that the Cloud operations team are responsible for to ensure that adequate capacity including failover reserves are always available.
Usage notifications
Yes
Usage reporting
Email

Analytics

Infrastructure or application metrics
Yes
Metrics types
  • CPU
  • Disk
  • HTTP request and response status
  • Memory
  • Network
  • Number of active instances
Reporting types
  • Real-time dashboards
  • Regular reports

Resellers

Supplier type
Not a reseller

Staff security

Staff security clearance
Other security clearance
Government security clearance
Up to Security Clearance (SC)

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
Yes
Datacentre security standards
Managed by a third party
Penetration testing frequency
At least every 6 months
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

Backup and recovery

Backup and recovery
No

Data-in-transit protection

Data protection between buyer and supplier networks
  • 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

Guaranteed availability
LIMA offers 99.9% uptime equating to 8hrs 45 minutes per year. Customers are offered Service credits where LIMA fails to meet these SLAs.
Approach to resilience
Available on request
Outage reporting
Customers are provided with Service Outage Notifications via email.

Identity and authentication

User authentication
  • 2-factor authentication
  • Username or password
Access restrictions in management interfaces and support channels
The self service portal is configured to provide resources that are only applicable to that tenant through the creation of Virtual Datacentres.

Support channel access is based on RBAC.
Access restriction testing frequency
At least every 6 months
Management access authentication
  • 2-factor authentication
  • Username or password
Devices users manage the service through
Dedicated device on a segregated network (providers own provision)

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 1 month and 6 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 1 month and 6 months
How long system logs are stored for
Between 1 month and 6 months

Standards and certifications

ISO/IEC 27001 certification
Yes
Who accredited the ISO/IEC 27001
Alcumus Isoqar
ISO/IEC 27001 accreditation date
23/05/2016
What the ISO/IEC 27001 doesn’t cover
Our co-location service providers are not included in our certification.
There is also no assertion from third parties regarding their controls which are outside of our responsibility, unless the security requirements are covered within the third party contract.
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
Information security policies and processes
IS0 27001 2013 standards which are audited annually internally by a quality manager and externally by our accreditation body (Isoqar).

Operational security

Configuration and change management standard
Supplier-defined controls
Configuration and change management approach
Configurations are managed and tracked in a central management configuration database (CMDB). Changes to the cloud platform are subject to LIMA change management process as per the standard change management (standard changes, normal changes emergency changes). Normal change approval is processed through Change Advisory Board which is conducted bi-weekly. Emergency change approval is processed through emergency change board.
Vulnerability management type
Supplier-defined controls
Vulnerability management approach
LIMA utilise a unified security management platform (USM) that continously scans and detects vulnerabilities, inlcuding detection and provides behavioural monitoring and SIEM.

Patching and updates are done on a monthly basis.
Protective monitoring type
Supplier-defined controls
Protective monitoring approach
LIMA utilise a unified security management platform (USM) that continously scans and detects vulnerabilities, inlcuding detection and provides behavioural monitoring and SIEM.

If a potential compromise is identified network services and/or network ports are disabled.

LIMA employ a 24x7 Network Operations Centre that responds to vulnerabilities within 15 minutes.
Incident management type
Supplier-defined controls
Incident management approach
This is as per LIMA Incident Management process (available on request) inlcuding incident logging, categorisation and routing to the appropriate team. Customers can report incidents by telephone, email or self service portal or proactive alerts.

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)

Separation between users

Virtualisation technology used to keep applications and users sharing the same infrastructure apart
Yes
Who implements virtualisation
Supplier
Virtualisation technologies used
VMware
How shared infrastructure is kept separate
Implementation of dedicated customer virtual networks with Layer 4 to Layer 7 through software defined networking.

Energy efficiency

Energy-efficient datacentres
Yes

Pricing

Price
£550.50 a unit
Discount for educational organisations
No
Free trial available
No

Service documents

Request an accessible format
If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at bidmanagement@lima.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.