Cyber Media Solutions Ltd.

HelloRoutes: Platform for Routes and Trails

HelloRoutes is a new and innovative platform to promote walks, routes and trails online. It’s an ideal solution for sustainable travel, exercise on prescription and walking for health initiatives and has innovative mapping tools enabling routes and points of interest to be plotted in minutes without specialist knowledge or tools.


  • Engaging, mobile-friendly presentation of walking, running and cycle routes
  • Route-finder wizard makes suggestions based on ability and preferences
  • Location-aware: enables navigation and progress tracking on smartphones
  • Easy-to-use admin system for efficient creation of new routes
  • Create attractive route profile pages with descriptions and imagery
  • Pre-populated iconography to illustrate points of interest
  • Click to create colour-coded walking, running and cycle routes
  • Easily plot exercise routes and POIs directly onto map
  • Automatically calculates route length, steps and potential calorie burn
  • Integrated news / blogging and event promotion functions


  • Increase the profile and usage of routes in your locality
  • Supports walking for heath and exercise on prescription initiatives
  • Promote sustainable travel, health walks, nature and heritage trails
  • Save money: reduce reliance on printed route marketing materials
  • Quick publishing: zero reliance on design or GIS teams
  • Delivers insight on popular routes and points of interest
  • In-built image optimiser and WYSIWYG-editor for easy content population
  • Flexible licence model: only pay for what you need
  • Optional customised look and feel for your organisation
  • Delivered under an ISO 14001 Environmental Management System


£2450 per licence per year

Service documents


G-Cloud 11

Service ID

5 4 6 9 2 0 1 8 2 5 3 6 3 9 2


Cyber Media Solutions Ltd.

Tony Bonser

01785 222350

Service scope

Software add-on or extension
Cloud deployment model
Private cloud
Service constraints
System requirements
  • Web browser
  • Internet / data connection

User support

Email or online ticketing support
Email or online ticketing
Support response times
Target response times are summarised as follows. Critical Priority Level: 2 hours, High Priority Level: 4 hours, Medium Priority Level: 1 day, Low Priority Level: 2 days. Support is available Monday - Friday, 9am - 5pm (excluding Bank Holidays).
User can manage status and priority of support tickets
Online ticketing support accessibility
None or don’t know
Phone support
Phone support availability
9 to 5 (UK time), Monday to Friday
Web chat support
Onsite support
Yes, at extra cost
Support levels
We operate a universal support offer for all clients identified in our SLA:
Critical priority issue (system unavailable): 2 hours
High priority issue (partially unusable, significantly affecting operation): 4 hours
Medium priority issue (aspect causing difficulty): 1 day
Low priority issue (a general question): 2 days

Support is provided at a standard cost as identified in our rates card.

We have a dedicated product support team that provide professional account management and support to clients.
Support available to third parties

Onboarding and offboarding

Getting started
We provide high quality onsite and online training, accompanied with documentation.
Service documentation
Documentation formats
End-of-contract data extraction
We will support the user with data migration and extraction at contract end.
End-of-contract process
We will provide a complete CSV extract of service data and arrange for secure transfer to the user via an agreed secure method.

Using the service

Web browser interface
Supported browsers
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
Application to install
Designed for use on mobile devices
Differences between the mobile and desktop service
The platform is fully responsive and has been designed using 'Mobile-First' methodology to ensure all key functions are available to users of smaller devices.
Service interface
Customisation available
Description of customisation
The platform is tailorable to individual service need in terms of features and user account permissions. The platform can also be 'skinned' with a bespoke design tailored to your organisation's individual brand and presentation requirements.


Independence of resources
We own and operate our infrastructure in an industry leading UK datacentre. Our infrastructure features robust hardware redundancy provision and an appropriate level of server hardware is provided that exceeds demand requirements and with built in contingency. Compute resources are actively monitored, allocated and controlled to ensure service is maintained.


Service usage metrics


Supplier type
Not a reseller

Staff security

Staff security clearance
Other security clearance
Government security clearance
Up to Baseline Personnel Security Standard (BPSS)

Asset protection

Knowledge of data storage and processing locations
Data storage and processing locations
United Kingdom
User control over data storage and processing locations
Datacentre security standards
Supplier-defined controls
Penetration testing frequency
At least once a year
Penetration testing approach
Protecting data at rest
  • Physical access control, complying with another standard
  • Encryption of all physical media
  • Scale, obfuscating techniques, or data storage sharding
Data sanitisation process
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 export approach
Data may be extracted from the platform in CSV format.
Data export formats
Data import formats

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

Guaranteed availability
The in service availability of our hosting has been, and is planned to be, better than 99.95%

We operate a transparent SLA. In all cases the times indicated are targets and we will make best endeavours to meet or exceed these targets.
Approach to resilience
We own and operate our own product infrastructure in an industry leading datacentre with ISO 27001 accreditation. The datacentre is located in a former Bank of England bullion vault in central Manchester with highly resilient architecture to provide exceptional reliability and system uptime.

Cyber Media uses highly resilient Dell hardware for all physical servers connected using Cisco architecture with multiple redundant connections connected to the backbone network. The network is also multi-homed, has no single point of failure and utilises multiple 10Gbps DWDM MPLS ring networks which enter the facility diversely and separately, connecting to two separate POPs in London and Southampton to maximise performance.
Outage reporting
System maintenance and upgrades are performed outside of business hours. Customers are informed of any planned service outage in advance via email. In the event of unplanned outage, customers will receive a report on the cause of the outage and its remediation.

Identity and authentication

User authentication needed
User authentication
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)
  • Other
Other user authentication
IP restricted and time-sensitive access is also offered to all our clients.
Access restrictions in management interfaces and support channels
The product features secure account management features that enables configuration of user permissions throughout the system to restrict access to management interfaces (and data) by role.

In line with our Information Security Management System, all support channel users must be pre-registered by authorised contacts in order to raise support tickets.
Access restriction testing frequency
At least once a year
Management access authentication
  • 2-factor authentication
  • Username or password

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
Access to supplier activity audit information
Users contact the support team to get audit information
How long supplier audit data is stored for
How long system logs are stored for

Standards and certifications

ISO/IEC 27001 certification
ISO 28000:2007 certification
CSA STAR certification
PCI certification
Other security certifications
Any other security certifications
Department of Health and Social Care IGSoC supplier reference 8HP72

Security governance

Named board-level person responsible for service security
Security governance certified
Security governance approach
We have a comprehensive approach to security governance which we manage through an Information Security Management System developed in line with ISO 27001 and Government Cyber Essentials best practice.

Our Information Security Management System is annually assessed via the Department of Health and Social Care's Information Governance Toolkit (Supplier reference 8HP72). Our overall score was 95% for 2017-18.

We are actively working towards Government Cyber Essentials Plus and formal ISO 27001 accreditation.
Information security policies and processes
We operate an Information Security Management System developed in line with ISO 27001 best practice.

Our Information Security Policy (CM 0003 - Information Security Policy) is supplemented with detailed security policies and procedures that all staff receive training on, including:

• 0004 - Policy on Transfer and Receipt of Personal or Sensitive Information
• 0019 - Policy on Visitors to Cyber Media
• 0030 - Policy on the Use and Disclosure of Personal and Sensitive Information
• 0035 - Change Management and Control Policy
• 0038 - Internal ISMS Audit Policy
• 0041 - Access Control Policy
• 0043 - Network Access Policy
• 0044 - Password Policy
• 0045 - Acceptable Use Policy
• 0051 - Network Security Policy
• 0052 - Remote Access Policy
• 0053 - Mobile Computing Security Policy
• 0054 - Remote Working Policy
• 0057 - Policy on Written Contracts and Information Governance Responsibilities
• 0065 - Information Security Incident Management Policy

Operational security

Configuration and change management standard
Supplier-defined controls
Configuration and change management approach
We maintain detailed change logs for all our components and services.

Significant change must be assessed through compilation of a testing plan with clear acceptance criteria and security impact assessment via a Change Request Form.

The individual responsible for testing must be identified and briefed regarding the testing they will need to undertake.

The asset owner obtains approval for the change, taking into account any technical considerations, the costs of the exercise, the potential benefits and security impact.

Once the change request is approved by the Team Manager, approval is recorded and logged (RECF0101).
Vulnerability management type
Supplier-defined controls
Vulnerability management approach
Our infrastructure is scanned once per month using Nessus. All new software is risk assessed in line with our software management policy. Security patches are applied within 14 days of the update being made available by a vendor. To identify potential threats the NVD and CVE databases are regularly reviewed. Public facing applications are subject to third party pen tests. Our Cisco firewalls employ next generation firewall services to mitigate against vulnerabilities.
Protective monitoring type
Supplier-defined controls
Protective monitoring approach
We have a multilayer approach. At the network edge the firewall contains Cisco Next Generation Firewall services (IDS/IPS). This will alert to potential indicators of compromise. We also deploy system end point protection from Symantec offering a second layer of IDS/IPS.
Incident management type
Supplier-defined controls
Incident management approach
We have an information security incident management policy (0065) that defines our response.
All staff will be made aware through their contract of employment, training and by their team manager of what is considered to be an incident.
Information Security weaknesses, events and incidents will be reported immediately by staff to the ISM as soon they are seen or experienced.
The ISM will also be responsible for closing out the incident. This includes reports to external authorities.

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


£2450 per licence per year
Discount for educational organisations
Free trial available

Service documents

Return to top ↑