VideoCentric Ltd

Video Conferencing-As-A-Service - Lifesize

Unlimited video, audio and web conferencing service for a high-quality collaboration experience across meeting rooms, desktops, mobiles and browsers for every employee. Multipoint calling, VMRs, 4K P2P, audio bridging, content sharing, IM/presence & Microsoft integration. Standards-based, designed for secure professional communications, service is provided by Lifesize's UK Gold Partner, VideoCentric.

Features

  • Video Conferencing
  • Dual Stream content sharing
  • Audio conferencing
  • Secure Encryption of signal & media. Automatic firewall/NAT traversal.
  • Analytics & Reporting dashboard & administration portal
  • Central Phone directory - call by name
  • Optional Live Stream upto 10,000 viewers, 10 free recording hours.
  • Integration with Office 365, Skype for Business, Teams, Google, Slack
  • 24/7/365 Support

Benefits

  • Video, Audio, Web, content & recording, all in one tool
  • Increase efficiency & productivity with face-to-face communications.
  • Unlimited guest invitations for customers, patients or clients
  • 10 hours free recording & streaming hours
  • Connect remote staff, homeworkers & specialists in an instant
  • Eliminate audio conferencing & bridging costs.
  • Simple administration & tools for usage, ROI calculations & management
  • Reduce travel through professional quality remote meetings.
  • Gold Partner support programme - highest level available in UK

Pricing

£2.49 a person a month

  • Education pricing available
  • Free trial available

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 david.shimell@videocentric.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 12

Service ID

6 0 6 8 6 3 0 9 9 6 5 9 2 8 8

Contact

VideoCentric Ltd David Shimell
Telephone: 01189798910
Email: david.shimell@videocentric.co.uk

Service scope

Software add-on or extension
No
Cloud deployment model
Public cloud
Service constraints
NA
System requirements
  • Windows® 7, 8, 8.1 and 10
  • Mac OS X® 10.10+
  • IOS version 10.0 or later
  • Android version 7.0 or later
  • If using IE for guest access, must be 11+

User support

Email or online ticketing support
Email or online ticketing
Support response times
1 hour meaningful response.
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
VideoCentric's award-winning support levels can include technical & telephone support & email support, interoperability testing, software patches, releases & upgrades from a highly accredited in-house technical team. Services can also include onsite escalation services, training, remote diagnosis and deployment services depending on any service wrap-around requirements (i.e. in room AV/endpoints/networking etc). All customers have a dedicated Account Manager and direct access to 1st, 2nd and 3rd line expert support, and assistance with any direct liaison required with vendors. Access to online resources for both IT administrators and end users and any available ongoing user adoption & onboarding support included. Reporting, ROI & analytics assistance can be added if required. Many of our cloud services do not require full maintenance programmes or relevant support is included within original service, though some services can be added as optional extras or included for related hardware. VideoCentric provide the UK's most comprehensive and flexible range of support programmes which can be tailored to meet individual needs, and can also be provided to enhance simple Manufacturer warranties & support levels. Pricing varies dependent upon tailored or chosen programme.
Support available to third parties
Yes

Onboarding and offboarding

Getting started
Organisations receive an onboarding package, including online training for administrators and users, onboarding guides, and ongoing training & support to increase adoption. Organisations have access to a community portal for information, guides & documents, alongside scheduled e-classrooms. VideoCentric also provide onboarding sessions via video with the administrator within 3 weeks of deployment, and regular reviews & monitoring sessions with the admin to ensure uptake and ROI. Maintenance programmes include refresher training via video for users up to 4 times per year. With Lifesize, we provide a Customer Success Advocate to ensure everything is running smoothly throughout the contract and a dedicated account manager as your direct point of contact.
Service documentation
Yes
Documentation formats
  • HTML
  • PDF
End-of-contract data extraction
Organisations can export cloud statistics from the Dashboard at any time into CSV format. The admin can manage contact data and delete data from the portal throughout and up until the contract end date.
End-of-contract process
Organisations can choose to renew the contract or terminate at the end of the term. Following termination, organisations no longer have access to the service.

Using the service

Web browser interface
Yes
Supported browsers
  • Internet Explorer 11
  • Microsoft Edge
  • Chrome
Application to install
Yes
Compatible operating systems
  • Android
  • IOS
  • MacOS
  • Windows
  • Windows Phone
  • Other
Designed for use on mobile devices
Yes
Differences between the mobile and desktop service
The app has a user interface that is common across both the desktop and mobile.
Service interface
Yes
Description of service interface
Simple-to-use web service interface/dashboard for administration of all devices, customisation, service & users, plus reporting, analytics & calendar integration.
Accessibility standards
None or don’t know
Description of accessibility
ADD
Accessibility testing
ADD
API
Yes
What users can and can't do using the API
The API provides a command line based entry point for automating access and control of Icon video systems. The API supports a REST method for accessing a set of resources, or objects, through a fixed set of operations. API calls are made by sending a request to an API resource and specifying a method and arguments. A formatted response details the operation’s outcome.
API documentation
Yes
API documentation formats
  • HTML
  • PDF
API sandbox or test environment
No
Customisation available
Yes
Description of customisation
Touch Panel controller (Touch Phone) and Icon Video Conferencing system can be customised with buttons, icons & background, by an administrator within the Dashboard/portal.

Scaling

Independence of resources
The architecture of Lifesize Cloud is made up of a highly available cluster of geographically dispersed call carry server nodes with in-build load balancing capabilities to ensure there’s both capacity and service continuity for customers.

Our Network Operations team continually monitors the loading and utilization of the hardware, software and networking to ensure that sufficient capacity is available for our customers. Should the need arise an entirely new data-center can be brought online within hours to cater for increased load, geographic coverage or disaster recovery.

Analytics

Service usage metrics
Yes
Metrics types
The administrator has access to in-depth reporting on statistics including user and room participation, as well as call and device usage. Call information including calls, total minutes, number of active users and average call time. Types of room systems, mobile and clients, call quality and packet loss, call history and recording & streaming history.
Reporting types
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

Supplier type
Reseller providing extra features and support
Organisation whose services are being resold
Lifesize

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
EU-US Privacy Shield agreement 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
At least once a year
Penetration testing approach
Another external penetration testing organisation
Protecting data at rest
Encryption of all physical media
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 export approach
Admin can export data via CSV within the dashboard.
Data export formats
CSV
Data import formats
Other

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)

Availability and resilience

Guaranteed availability
> 99.9% availability with Lifesize Extreme Support. In the event Lifesize does not achieve the Availability per account in a calendar month, service credit will be received to the customers account.
Approach to resilience
The architecture of lifesize cloud is made up of a highly-available cluster of geographically dispersed call carry server nodes with in-build load balancing capabilities to ensure there’s both capacity and service continuity for customers.
Within each data-center there’s also a level of fault tolerance within the power, connectivity, hardware and software infrastructure. In the unlikely event of a catastrophic failure at an individual data center facility, customer’s services would be automatically transferred to leverage services from another data center.
Web based management, data-storage, chat, recording and streaming infrastructure are all deployed in high-availability architectures and leverage load balancing technologies to provide service continuity.
More information is available on request.
Outage reporting
Service reporting is viewed via a browser dashboard, via email alerts and via the Community portal.

Identity and authentication

User authentication needed
Yes
User authentication
Username or password
Access restrictions in management interfaces and support channels
Access is given on a permissions basis. Only specific users in specific roles and job responsibilities will get Access to certain functions. Employee (user) and contractors access to production systems is granted based on role and functional responsibility. Access changes are approved by the business owner.
Access restriction testing frequency
At least once a year
Management access 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
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
At least 12 months
How long system logs are stored for
At least 12 months

Standards and certifications

ISO/IEC 27001 certification
No
ISO 28000:2007 certification
No
CSA STAR certification
No
PCI certification
No
Other security certifications
Yes
Any other security certifications
Data Centres Accredited to ISO 27001, 27018 and SSE16

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
Audited & certified datacentres to ISO 27001, security and privacy policies and controls are aligned with ISO 27001 and ISO 27018.

Operational security

Configuration and change management standard
Supplier-defined controls
Configuration and change management approach
Lifesize follow an inhouse change management process, considering concepts and feature requests which may be submitted via a portal or via VideoCentric, with monitoring in place that will alert of failures and other thresholds. Devices within the data centre and on the network carry out periodic scanning for vulnerabilities. The change management policies and documents can be provided upon request. Any emergency changes are reviewed with a Root Cause Analysis and prevention methods identified to ensure that emergency change is not required in the future.
Vulnerability management type
Supplier-defined controls
Vulnerability management approach
Lifesize Cloud utilises best-of-breed data centres at AWS and IBM, both certified against ISO 27001, ISO 27018, SSAE16 and others. Specific timescale for resolution may vary depending on the severity/complexity of the vulnerability. There may be quick-steps to mitigate the perceived risks, allowing more time for software updates or fixes. Other situations require faster turnaround and can only be resolved with updates. These are given highest priority and vulnerability is investigated, solutions produced, verified and deployed often within 24 hours. Threats may be discovered by our DevOps team, reported by customers/partners via support channels, or through in-house SQA/penetration testing.
Protective monitoring type
Supplier-defined controls
Protective monitoring approach
It is not in the best interest of our customers to share these controls in detail, however we can share that Lifesize policies and controls are aligned with ISO27001 and ISO27018. However regular internal security testing, monitoring and validation is run against environments, and independent 3rd party penetration testing occurs at least annually.
Incident management type
Supplier-defined controls
Incident management approach
The first goal of the documented incident management process is to restore a normal service operation as quickly as possible and to minimize the impact on business operations, thus ensuring that the best possible levels of service quality and availability are maintain. Lifesize's incident management process is available upon request. Lifesize policies and controls are aligned with ISO27001 and ISO27018.

Secure development

Approach to secure software development best practice
Supplier-defined process

Public sector networks

Connection to public sector networks
No

Pricing

Price
£2.49 a person a month
Discount for educational organisations
Yes
Free trial available
Yes
Description of free trial
We can provide free trials & proof of concepts for organisations based upon their needs. This can include trial of Video Conferencing endpoints at multiple sites too.

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 david.shimell@videocentric.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.