Twin Technology


Secure services accessed over the internet and hosted in the cloud - Cloud Video Conferencing, Remote Consultation, Connected Devices and Remote Appointment Services. The Cloud service allows secure, high quality consultations and data exchange for people, places, and services through Clinical devices, Cameras, Systems, Mobile, PC's, Laptops and Tablet devices.


  • Real Time Access
  • Remote Access
  • Device Agnostic
  • Collaborative Working
  • Encrypted Real Time Image and Video Sharing
  • Help Desk 24x7 365
  • UK Hosted
  • Simple To Use And Feature Rich
  • Calendar integration


  • Access Anywhere Anytime
  • Works on Any Smart Device with a Camera
  • Assists Collaborative Working
  • Secure Video Consultations
  • Designed for Social Care and Health Care
  • Service Deployed on Concurrent Line Usage Model for Maximum Efficiency
  • Simple Business Intelligence and Analytical Reports
  • Improving Response Times and Missed Appointments
  • Word Class Encryption Standards Adhered To
  • Recording Service Allows non Attendees to watch play back later


£19.99 per unit per month

  • Education pricing available
  • Free trial available

Service documents

G-Cloud 10


Twin Technology

Larry Rach

0192 3228820

Service scope

Service scope
Software add-on or extension No
Cloud deployment model Public cloud
Service constraints N/a
System requirements
  • Any Smart Device Can Be Used
  • Hardware Agnostic
  • Firewall Access Is Required

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Support is Provided 24x7 365 Days a Year
User can manage status and priority of support tickets Yes
Online ticketing support accessibility WCAG 2.0 A
Phone support Yes
Phone support availability 24 hours, 7 days a week
Web chat support Web chat
Web chat support availability 9 to 5 (UK time), Monday to Friday
Web chat support accessibility standard WCAG 2.0 A
Web chat accessibility testing We will be implementing accessibility options for assistive technology users.
Onsite support Onsite support
Support levels The subscription service for this will include all support costs.
Support available to third parties No

Onboarding and offboarding

Onboarding and offboarding
Getting started An Account Manager and pre-sales consultant will work with you to identify the correct service specification and configuration and if required
will attend site to conduct demonstrations and carry out surveys and audits. Once our proposal is accepted and our Cloud video service contract signed, we add the project to our internal task system and a Project Manager allocated.
Each new customer project is allocated a Prince 2 qualified PM
who assumes overall responsibility for the successful delivery of the project. The PM will communicate with the customer by phone, e-mail, video or in person.
A Project Initiation Document to define the project is issued once we have gathered all required information.
All user information is gathered and amended if required.
A meeting to discuss all aspect of the service configuration.
The service configuration agreement written up and issued.
The PM liaises with the Cloud IP Engineering team to manage the necessary resources.
The assigned Cloud IP Engineer configures the service and attends site to carry out the deployment.
Where the customer specifies on-site training, a trainer attends site to provide the necessary instruction. In addition to on-site training,
SHA provides training videos covering
the Cloud Video conferencing service.
Service documentation Yes
Documentation formats
  • HTML
  • ODF
  • PDF
End-of-contract data extraction We will provide all data in 'csv' format if requested.
End-of-contract process Once the contract ends, a charge for data will be applied if it is requested after the contract ends. This will be based upon the size of the data file and transport requirements. However we will keep this to the minimal.

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 8
  • Internet Explorer 9
  • Internet Explorer 10
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
  • Opera
Application to install Yes
Compatible operating systems
  • Android
  • IOS
  • Linux or Unix
  • MacOS
  • Windows
  • Windows Phone
Designed for use on mobile devices Yes
Differences between the mobile and desktop service Any Smart Phone
Accessibility standards WCAG 2.0 A
Accessibility testing We will be implementing assistive technology assistance
What users can and can't do using the API We will be using an open API technology
API documentation Yes
API documentation formats
  • Open API (also known as Swagger)
  • HTML
  • ODF
  • PDF
API sandbox or test environment Yes
Customisation available Yes
Description of customisation We will be opening periods of time to submit customisations for testing within the core solution. Once these have been accepted, we will open up further periods to engage with our platform.


Independence of resources Our compute service lets us run code without provisioning or managing servers. We execute our code only when needed and scales automatically, from a few requests per day to thousands per second.


Service usage metrics Yes
Metrics types Metrics can be provided to the customer on usage and when calls took place. These are exported via the Vidyorouter and can be viewed in a CSV file.
Reporting types
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request


Supplier type Not a reseller

Staff security

Staff security
Staff security clearance Other security clearance
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
  • European Economic Area (EEA)
User control over data storage and processing locations Yes
Datacentre security standards Supplier-defined controls
Penetration testing frequency At least once a year
Penetration testing approach ‘IT Health Check’ performed by a Tigerscheme qualified provider or a CREST-approved service provider
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 Yes
Data sanitisation type
  • Explicit overwriting of storage before reallocation
  • 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 importing and exporting
Data export approach Via a secure web-portal
Data export formats
  • CSV
  • ODF
Data import formats
  • CSV
  • ODF

Data-in-transit protection

Data-in-transit protection
Data protection between buyer and supplier networks
  • Legacy SSL and TLS (under version 1.2)
  • Other
Other protection between networks All conferencing streams are encrypted end to end
Data protection within supplier network
  • Legacy SSL and TLS (under version 1.2)
  • Other
Other protection within supplier network Cloud Video service operates from secure UK data centre locations and the equipment is only accessible by cleared TT SHA technical personnel. All customer data resides within the TT SHA managed racks and no data is transferred either outside of this environment of overseas. The Cloud video service operates in line with the guidance laid out in the ISO27001:2013 certification for Information and Security Management. We operate a robust data protection policy and retain customer data for the minimum amount of time necessary to deliver the service

Availability and resilience

Availability and resilience
Guaranteed availability We use commercially reasonable efforts to make the Included Products and Services each available with a Monthly Uptime Percentage of at least 99.99%, in each case during any monthly billing cycle (the “Service Commitment”).
Approach to resilience This information is available upon request, however as part of a solution request we will disclose this when we have understood your requirement.
Outage reporting Emails Alerts.

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication Dedicated link (for example VPN)
Access restrictions in management interfaces and support channels If a client requires access to the Cloud Video Conferencing service administration portal they will access it via a secure HTTPS login using industry standard KPI
Access restriction testing frequency At least once a year
Management access authentication Public key authentication (including by TLS client certificate)

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 No audit information available
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 Yes
Who accredited the PCI DSS certification Barclaycard
PCI DSS accreditation date 28/04/2018
What the PCI DSS doesn’t cover American express transaction or Diner card transactions
Other security certifications Yes
Any other security certifications
  • ISO/IEC 27001 certification
  • ISO 28000:2007 certification
  • CSA STAR certification
  • PCI certification

Security governance

Security governance
Named board-level person responsible for service security No
Security governance certified Yes
Security governance standards ISO/IEC 27001
Information security policies and processes We operate the service in line with four key policy documents:
Information Governance policy: overarching corporate controls including risk management, training and people controls, change control and incident response.
Information Management policy: information lifecycle from creation to
destruction including naming, storage, subject access, archiving, retention and destruction.
Information Security policy: the securing of data, hardcopy and
electronic, at rest and in transit including cryptography, access controls, virus and malware protection, passwords and penetration testing regimes.

Operational security

Operational security
Configuration and change management standard Supplier-defined controls
Configuration and change management approach All components are recorded on a asset register and asset tagged where
necessary. Should changes be needed a formal request is submitted to the
change management board and risks would be assessed against the
current safeguards in place against that component.
Based on this assessment that change management board
would recommend the correct and safest course of action.
Vulnerability management type Supplier-defined controls
Vulnerability management approach Potential threats are identified through risk assessments. Our response to identified threats is measured on severity and impact. This also defines the level to which the issue is escalated.
Protective monitoring type Supplier-defined controls
Protective monitoring approach We run anti-virus software on all servers and also gain reporting within our network on intrusion and unauthorised access attempts.
Incident management type Supplier-defined controls
Incident management approach When an incident or near miss occurs, the person reporting it must complete the information required on the form within 1 working day.
In the event of a fatality, major accident, dangerous occurrence, or any other health & safety incident arising having potentially major implications, a Director and the Corporate Governance Team should be notified as soon as possible, they will then decide if this is referred to the DPO and then to the ICO.

Secure development

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

Public sector networks

Public sector networks
Connection to public sector networks Yes
Connected networks
  • Public Services Network (PSN)
  • Police National Network (PNN)
  • New NHS Network (N3)
  • Joint Academic Network (JANET)
  • Scottish Wide Area Network (SWAN)


Price £19.99 per unit per month
Discount for educational organisations Yes
Free trial available Yes
Description of free trial Up to 30 days free trial (no more than 5 users)
Third party integration is not included within the free trial.
Analytical reporting and BI is not included in the free trial as standard.


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