Intercity Technology Limited

Touch Vision - Hosted Video

A high definition videoconferencing service deployed to deliver collaborative working within public sector enterprises. It brings together employees, patients, doctors, educators and remote medical facilities, enabling multi-disciplinary teams and administrative staff to have meaningful HD quality discussions independent of location.


  • Fully managed and monitored central infrastructure
  • Gatekeeper for management and authentication of remote endpoints
  • Collaboration server for multipoint meetings
  • Secure gateway for protected N3/HSCN remote access to service
  • Secure gateway for protected Internet remote access to service
  • Dedicated 'Virtual Meeting Rooms' to avoid complex booking systems
  • Optional video recording facilities
  • Client-less access for secure ad-hoc user access
  • High quality content sharing


  • Low cost of entry access to service
  • Secure remote access via N3 / HSCN or the Internet
  • High definition visual meetings negating the need to travel
  • High quality content sharing to allow collaboration using PC data


£184.40 per user per year

  • Education pricing available
  • Free trial available

Service documents

G-Cloud 10


Intercity Technology Limited

Chris Fletcher

0330 332 7933

Service scope

Service scope
Service constraints The service requires cloud connectivity.
System requirements
  • The service requires cloud connectivity - Internet, N3/HSCN, Private
  • Access via standard web browsers IE 9 or later, Chrome
  • Access via H.323 compliant group systems.
  • Access via supported devices, e.g. PC, MAC, SmartPhone, Tablet

User support

User support
Email or online ticketing support Email or online ticketing
Support response times P1 - Critical, Response Time Target 30 minutes
P2 - Major, Response Time Target 1 hour
P3 - Minor, Response Time Target 8 hours
P4 - Notable, Response Time Target 24 hours
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 Support Levels vary depending on client criteria.

Support cover hour options;
Extended Business Hours (08:00am - 19:00pm, normal business days), Our of Hours (19:00pm - 08:00am incl. weekends & public holidays), and 24x7x365 (00:00am - 00:00pm incl. weekends & public holidays)

Technical Account Manager / Cloud Support Engineer provision is optionally available.
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started The service is activated according to client requirements. Training is available. Full on-boarding and transition support is included.
Service documentation Yes
Documentation formats PDF
End-of-contract data extraction Client data is made available to the client upon request at the conclusion of the contract.
End-of-contract process The service includes the off-boarding of client data, client related documentation, and client connectivity.

Using the service

Using the service
Web browser interface No
Command line interface No


Scaling available No
Independence of resources Independence of resources, performance levels, and scaling are based on defined criteria.
Usage notifications Yes
Usage reporting Email


Infrastructure or application metrics Yes
Metrics types Other
Other metrics
  • Availability
  • Utilisation
  • Incidents
Reporting types
  • Regular reports
  • Reports on request


Supplier type Not a reseller

Staff security

Staff security
Staff security clearance Conforms to BS7858:2012
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 Supplier-defined controls
Penetration testing frequency At least every 6 months
Penetration testing approach ‘IT Health Check’ performed by a CHECK service provider
Protecting data at rest Physical access control, complying with another standard
Data sanitisation process Yes
Data sanitisation type
  • Explicit overwriting of storage before reallocation
  • Deleted data can’t be directly accessed
Equipment disposal approach A third-party destruction service

Backup and recovery

Backup and recovery
Backup and recovery Yes
What’s backed up
  • Video session content recording is available.
  • User names and credentials
  • End points and virtual meeting room details
Backup controls Video session recording is optionally available based on client defined criteria.
Datacentre setup Single datacentre with multiple copies
Scheduling backups Supplier controls the whole backup schedule
Backup recovery Users contact the support team

Data-in-transit protection

Data-in-transit protection
Data protection between buyer and supplier networks
  • Private network or public sector network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Legacy SSL and TLS (under version 1.2)
Data protection within supplier network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway

Availability and resilience

Availability and resilience
Guaranteed availability Service levels vary based on contracted criteria. Service levels include contracted availability with commercial penalties. The process to refund users is agreed with the client at contract outset.
Approach to resilience This information is available on request.
Outage reporting The service is monitored 24x7x365 and any outages are recorded and investigated. Any service outages (planned or otherwise) are reported to affected users by email and/or telephone.

Identity and authentication

Identity and authentication
User authentication
  • Dedicated link (for example VPN)
  • Username or password
Access restrictions in management interfaces and support channels All management interfaces are isolated on dedicated equipment and accessible only from a secure operations centre. All support activity is also isolated to the operations centre.
Access restriction testing frequency At least every 6 months
Management access authentication
  • 2-factor authentication
  • Dedicated link (for example VPN)
Devices users manage the service through
  • Dedicated device on a segregated network (providers own provision)
  • Dedicated device on a government network (for example PSN)
  • Dedicated device over multiple services or networks
  • Directly from any device which may also be used for normal business (for example web browsing or viewing external email)

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 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

Standards and certifications
ISO/IEC 27001 certification Yes
Who accredited the ISO/IEC 27001 ISOQAR Limited
ISO/IEC 27001 accreditation date 29 September 2016
What the ISO/IEC 27001 doesn’t cover Commercial agreements are not covered under ISO 27001 certification.
ISO 28000:2007 certification No
CSA STAR certification No
PCI certification No
Other security certifications Yes
Any other security certifications
  • Cyber Essentials PLUS Certification, May 18
  • Polycom Partner Accrediation
  • Lifesize Partner Accreditation
  • Cisco Partner Accreditation

Security governance

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 ISO27001 is enforced through 6 monthly external audits and regular internal audit reporting.

Operational security

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 Configuration and Change Management is in accordance with and ITIL process and are included with the scope of our ISO27001 - Information Security and ISO20000-1 - Service Management certification
Vulnerability management type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach Vulnerability Management and Patch Management Policy's are included within the scope of ISO27001 certification and ensure compliance.
Protective monitoring type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach Protective monitoring is in accordance with ISO27001 certification
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 Incident management follows an ITIL Process and is included within our scope of ISO27001 & ISO2000:1 certification.

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)

Separation between users

Separation between users
Virtualisation technology used to keep applications and users sharing the same infrastructure apart No

Energy efficiency

Energy efficiency
Energy-efficient datacentres Yes


Price £184.40 per user per year
Discount for educational organisations Yes
Free trial available Yes
Description of free trial Service trials are available, subject to discussion and eligibility criteria.


Pricing document View uploaded document
Skills Framework for the Information Age rate card View uploaded document
Terms and conditions document View uploaded document
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