Sitekit

Health & Care Cloud Region

The Health & Care Cloud Region is a set of software components that enables health and care commissioning bodies to deploy digital networks to support the use of local digital self-care apps and services.

Features

  • Personal Health Record (PHRs)
  • Open APIs
  • Data sharing and consent management, GDPR compliance
  • Citizen identity services
  • Professional identity services
  • Business intelligence services
  • Auditing

Benefits

  • Citizen engagement
  • Plug and play ecosystem
  • National architecture, regional deployment
  • Scalable
  • Collaboration

Pricing

£9000 to £120000 per instance per year

Service documents

G-Cloud 9

733569228151534

Sitekit

Sales and Marketing

0845 299 0900

sales@sitekit.net

Service scope

Service scope
Service constraints Maintenance releases:

From time to time, maintenance releases of the software will be carried out to fix outstanding standard faults and maintain compatibility with the current versions of any third-party software used. By default, such maintenance releases will be carried out every three (3) months. This may be varied by mutual agreement.
System requirements Internet connectivity from the commissioning region's networks

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Critical level:

1. Issue is immediately assigned to a technician
2. Technician contacts the client within two (2) hours of receipt with an update on resolution progress
3. Technician uses best efforts to provide resolution within forty-eight (48) hours of receipt

Intermediate level:

1. Issue is assigned to a technician within 24 (twenty-four) hours of receipt
2. Technician contacts the client within 24 (twenty-four) hours of receipt with an update on resolution progress
3. Technician uses best efforts to provide resolution within seven (7) days of receipt

Standard:

3. Technician uses best efforts to provide resolution within the next release
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 1 – Critical An error that renders the software inoperative or causes the software to fail catastrophically, or a security breach, or an individual’s account may be compromised.

1. Issue is immediately assigned to a technician
2. Technician contacts the client within two (2) hours of receipt with an update on resolution progress
3. Technician uses best efforts to provide resolution within forty-eight (48) hours of receipt

2 – Intermediate An error that affects performance of the software and significantly degrades the agency’s use of the software.

1. Issue is assigned to a technician within 24 (twenty-four) hours of receipt
2. Technician contacts the client within 24 (twenty-four) hours of receipt with an update on resolution progress
3. Technician uses best efforts to provide resolution within seven (7) days of receipt

3 - Standard An error that affects performance of the software but does not significantly degrade the agency’s use of the software.

1. Issue is assigned to a technician within 48 (forty-eight) hours of receipt
2. Technician contacts the client within 48 (forty-eight) hours of receipt with an update on resolution progress
3. Technician uses best efforts to provide resolution within the next software release
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started - 1x half-day requirements workshop
- 1x half-day high-level architecture and envisioning
- Simple PoC app to test core user journeys
Service documentation Yes
Documentation formats HTML
End-of-contract data extraction No data is stored by Health & Care Cloud Region. Health and care data stored by health and care agencies remain the responsibility of those agencies. Personal health and care data stored in a citizen's Personal Health Record (PHR) remains the responsibility of the citizen.
End-of-contract process Off-boarding the service does not require any data extraction or removal processes. If an agency terminates the Health & Care Cloud Region, all server instances and databases will be stopped; an audit log will be provided to the agency.

Using the service

Using the service
Web browser interface Yes
Using the web interface Services are managed via Microsoft's Azure Portal (https://azure.microsoft.com/en-gb/features/azure-portal/)

This portal gives sufficiently skilled and appropriately authorised users complete control over all aspects of platform set-up and management.
Web interface accessibility standard None or don’t know
How the web interface is accessible According to Microsoft's Azure Portal (https://azure.microsoft.com/en-gb/features/azure-portal/) standard features.
Web interface accessibility testing None
API Yes
What users can and can't do using the API Service APIs facilitate the following:

- Patient referral
- Patient authentication
- Clinician authentication
- Family and friends authentication
- Circle of Care management
- Data sharing and consent management
- Care provider registration
- Message exchange
API automation tools Other
API documentation Yes
API documentation formats HTML
Command line interface No

Scaling

Scaling
Scaling available Yes
Scaling type Automatic
Independence of resources Health & Care Cloud Region is built on Microsoft's Azure - platform services designed to serve business-critical applications for many millions of users. Uptime is guaranteed by SLAs.
Usage notifications Yes
Usage reporting Email

Analytics

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

Resellers

Resellers
Supplier type Not a reseller

Staff security

Staff security
Staff security clearance Staff screening not performed
Government security clearance Up to Developed Vetting (DV)

Asset protection

Asset protection
Knowledge of data storage and processing locations Yes
Data storage and processing locations European Economic Area (EEA)
User control over data storage and processing locations Yes
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 ‘IT Health Check’ performed by a CHECK service provider
Protecting data at rest
  • Physical access control, complying with CSA CCM v3.0
  • Encryption of all physical media
Data sanitisation process No
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
Backup and recovery Yes
Backup controls According to Microsoft Azure Cloud Backup functionality: https://azure.microsoft.com/en-gb/services/backup/
Datacentre setup Multiple datacentres with disaster recovery
Scheduling backups Users schedule backups through a web interface
Backup recovery Users can recover backups themselves, for example through a web interface

Data-in-transit protection

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

Availability and resilience
Guaranteed availability 99.9%

Service credits if Sitekit does not meet this level.

Azure services according to Microsoft Azure SLAs:https://azure.microsoft.com/en-gb/support/legal/sla/
Approach to resilience Available on request
Outage reporting Via Microsoft Azure status portal: https://azure.microsoft.com/en-gb/status/ Or additional tooling (e.g., Application Insights: https://azure.microsoft.com/en-gb/services/application-insights/)

An agency may commission Sitekit to monitor and report outages on its behalf.

Identity and authentication

Identity and authentication
User authentication Username or password
Access restrictions in management interfaces and support channels Access to management interfaces and support channels is restricted via username and password.
Access restriction testing frequency At least once a year
Management access authentication Username or password
Devices users manage the service through 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 have access to real-time audit information
How long user audit data is stored for At least 12 months
Access to supplier activity audit information Users have access to real-time 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

Standards and certifications
ISO/IEC 27001 certification No
ISO 28000:2007 certification No
CSA STAR certification No
PCI certification No
Other security accreditations Yes
Any other security accreditations
  • ISO 27001 Compliant ISMS
  • ISO 9001:2008 Accredited QMS

Security governance

Security governance
Named board-level person responsible for service security Yes
Security governance accreditation No
Security governance approach Sitekit implements ISO27001 governance but is not yet accredited.
Information security policies and processes Sitekit implements an ISO27001 compliant ISMS (Information Security Management System).

Operational security

Operational security
Configuration and change management standard Supplier-defined controls
Configuration and change management approach Sitekit maintains an ISO27001 compliant configuration and change management process, available on request.

As part of Sitekit's SDL (Secure Development Lifecycle) software components / tooling are assessed for suitability - this is recorded in Sitekit's Application Lifecyle Tool Records Report.
Vulnerability management type Supplier-defined controls
Vulnerability management approach Sitekit maintains an ISO27001 compliant vulnerability management process, available on request.

Sitekit carries out threat-modelling as part of software design under the company's SDL (Secure Development Lifecycle); mitigation actions are then put in place.

Sitekit will deploy patches either as part of scheduled software maintenance or immediately when Sitekit becomes aware of a Critical vulnerability.

Sitekit runs frequent training sessions on emerging internet security threats.
Protective monitoring type Supplier-defined controls
Protective monitoring approach Sitekit maintains an ISO27001 compliant protective monitoring process, available on request.

Potential compromises are assigned the highest priority under Sitekit's SLA (Critical) and immediately investigated.
Incident management type Supplier-defined controls
Incident management approach Sitekit maintains an ISO27001 compliant incident management process, available on request.

Users would raise a support request with Sitekit's support desk; Sitekit will investigate the support requests and categorise as an incident if appropriate to do so.

Sitekit maintains an ISO27001 compliant incident report template, available on request.

Secure development

Secure development
Approach to secure software development best practice Conforms to a recognised standard, but self-assessed

Separation between users

Separation between users
Virtualisation technology used to keep applications and users sharing the same infrastructure apart Yes
Who implements virtualisation Third-party
Third-party virtualisation provider Microsoft Azure
How shared infrastructure is kept separate TBD

Energy efficiency

Energy efficiency
Energy-efficient datacentres Yes

Pricing

Pricing
Price £9000 to £120000 per instance per year
Discount for educational organisations No
Free trial available No

Documents

Documents
Pricing document View uploaded document
Terms and conditions document View uploaded document
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