Integrated Communications Control System(ICCS) hosted within Airwave's secure private cloud or buyer's private cloud. Including automatic call distribution(ACD) and bulk voice recording capabilities. Control Room Solution is integrated with the Airwave radio network,ESN,PSTN,999(EISEC),and customer systems enabling seamless dispatching and call-taking.
This describes the Premier offering. See ServiceDefinition for other Tiers.
- Simultaneous access to ESN & Airwave
- Removes need for onsite equipment, including CCI ports
- Capacity on demand
- High availability
- Control rooms positions on demand
- Zero downtime for system upgrade
- Removes the need for standby control rooms
- Removes need for excess capacity
- Removes need for separate bulk voice recording
- Removes need for separate ACD system
- Remove need to pay for regular software updates
£374 to £751 per user per month
|Software add-on or extension||No|
|Cloud deployment model||Private cloud|
|Email or online ticketing support||Email or online ticketing|
|Support response times||This is SLA driven dependant upon the Service Tier. Refer to service definition for more detail.|
|User can manage status and priority of support tickets||Yes|
|Online ticketing support accessibility||WCAG 2.0 AA or EN 301 549|
|Phone support availability||24 hours, 7 days a week|
|Web chat support||No|
|Onsite support||Yes, at extra cost|
Support provided is based upon the Service Tier.
The Service Desk team will be the single point of contact for the Customer Help Desks and will be available 24/7/365.
The Three Tiers Are:
• Premier - Target availability of the Control Room Solution is 99.95% measured quarterly based on system up-time.
• Advanced - Restore service within 4 hours for a Severity 1 outage, within 24 hours for Severity 2 outage, and within 48 hours for a Severity 3 outage.
• Essential - Restore service within 6 hours for a Severity 1 outage, within 24 hours for Severity 2 outage, and within 72 hours for a Severity 3 outage.
Service Desk targets:
90% of all calls will be answered within 15 seconds, and
99% of all calls will be answered within 30 seconds
For support requests raised via the service management terminal will be picked up and acknowledge within 15 minutes of being raised
The support requests raised by email, a reference number will be provided within an hour of receipt
Cost of support is included within the Service Charge.
For customers procuring the Premier tier, a Business Relationship Manager will be assigned
|Support available to third parties||Yes|
Onboarding and offboarding
|Getting started||The Service includes training and initial implementation.|
|End-of-contract data extraction||Interfaces are provided as part of the service to allow data to be exported|
When a Customer leaves the service, we will develop an off boarding plan. The level of Off-boarding support provided will depend upon the Service Tier provided but as a minimum, this will include:
A two hour telephone meeting to agree with the Service Recipient:
• offboarding and migration planning and process
• key contacts and points of escalation
• return of any specific documentation
• outline plan including timescales
If additional associated services were purchased by the Customer, we will also and produce a offboarding those additional services.
Meetings and ongoing support beyond the two hour meeting are not included within the services pricing, but can still be provided within the rate card. A quote can be provided at request.
A period of seven days is provided after the contract has ended before the service is disabled and a further grace period of twenty-one days during which data is available.
We are able to discuss specific requirements and provide a quote on request if the customer needs alternative / longer arrangements for off boarding.
Using the service
|Web browser interface||Yes|
|Application to install||No|
|Designed for use on mobile devices||Yes|
|Differences between the mobile and desktop service||None|
|Accessibility standards||WCAG 2.0 AA or EN 301 549|
|Accessibility testing||We are colour vision deficiency compliant by ensuring contrast ratios for low-vision, which ensure foreground/background distinction in other applications. Plus, we avoid standard colour vision deficiency pairings (red/green).|
|What users can and can't do using the API||Integrate to back office systems|
|API documentation formats|
|API sandbox or test environment||Yes|
|Description of customisation||See Service Definition|
|Independence of resources||Through the implementation of a highly scalable, geographically redundant architecture running virtual machines across multiple physical platforms that balance loading. The architecture is continuously monitored and if internal service alarms are triggered, additional capacity is automatically brought online|
|Service usage metrics||Yes|
|Metrics types||Management information reports available for the Service Availability, Service Performance, Help Desk Performance, Order Delivery Performance.|
|Supplier type||Not a reseller|
|Staff security clearance||Conforms to BS7858:2012|
|Government security clearance||Up to Developed Vetting (DV)|
|Knowledge of data storage and processing locations||Yes|
|Data storage and processing locations||United Kingdom|
|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 another standard|
|Data sanitisation process||Yes|
|Data sanitisation type||Explicit overwriting of storage before reallocation|
|Equipment disposal approach||A third-party destruction service|
Data importing and exporting
|Data export approach||Interfaces are provided as part of the service to allow data to be exported|
|Data export formats||
|Other data export formats||
|Data import formats||CSV|
|Data protection between buyer and supplier networks||
|Other protection between networks||Connection from customer to supplier network is over an IPSEC site to site VPN link that encrypts all traffic. Typically customers also use a private virtual circuit to provide the basic network connectivity.|
|Data protection within supplier network||Other|
|Other protection within supplier network||
Access into supplier network is protected by firewalls and a VPN solution.
Supplier network then has strict internal security policies that segregate the internal network using virtual firewalls and virtual LANs.
These segregate data between systems that are customer specific and shared services used by multiple customers.
Customers are as a result only able to access shared systems or customer specific systems.
Availability and resilience
The following Service Level targets are available for the Control Room Solution:
• Premier - Target availability of the Control Room Solution is 99.95% measured quarterly based on system uptime.
• Advanced - Restore service within 4 hours for a Severity 1 outage (24x7 cover), within 16 hours for Severity 2 outage (9-5 cover), and within 40 hours for a Severity 3 outage.
• Essential - Restore service within 6 hours for a Severity 1 outage (24x7 cover), within 24 hours for Severity 2 outage (9-5 cover), and within 48 hours for a Severity 3 outage (9-5 cover).
Service Desk targets:
• 90% of all calls will be answered within 15 seconds, and
• 99% of all calls will be answered within 30 seconds
• For support requests raised via the service management terminal will be picked up and acknowledge within 15 minutes of being raised
• The support requests raised by email, a reference number will be provided within an hour of receipt
Availability reporting is emailed in PDF format and emailed within 10 working days of month end.
|Approach to resilience||
Resilience is designed into the service based upon service tier.
Premier is built using a resilient architecture at Network, Platform and Application layer with local resilience and geographical data centre resilience; with no single points of failure.
Further information on resilience can be provided upon request.
The reporting of outages will be dependent upon Service Tier.
Premier customers will be notified proactively via SMS of a service outage.
Where access to the Service Management Terminal is available, customers will be able to check the status of any outage notifications within the case console.
Identity and authentication
|User authentication needed||Yes|
|Other user authentication||Dedicated VPN and then subsequent Username and Password control|
|Access restrictions in management interfaces and support channels||Each customer has access to a distinct instance allowing them to manage only their own data, users and devices via Web.|
|Access restriction testing frequency||At least once a year|
|Management access authentication||Other|
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
|ISO/IEC 27001 certification||Yes|
|Who accredited the ISO/IEC 27001||LRQA|
|ISO/IEC 27001 accreditation date||31/3/2008|
|What the ISO/IEC 27001 doesn’t cover||No Exclusions|
|ISO 28000:2007 certification||No|
|CSA STAR certification||No|
|Other security certifications||No|
|Named board-level person responsible for service security||Yes|
|Security governance certified||Yes|
|Security governance standards||ISO/IEC 27001|
|Information security policies and processes||We have our own internal business and process security policies supporting our ISO/IEC 27001 certification|
|Configuration and change management standard||Supplier-defined controls|
|Configuration and change management approach||Configure, Audit, Validate, Report exceptions, Investigate exceptions, Resolve.|
|Vulnerability management type||Supplier-defined controls|
|Vulnerability management approach||Identify vulnerability through IT health checks or vendor supplied information, Conduct risk analysis, Implement security controls, Monitor effectiveness of controls|
|Protective monitoring type||Supplier-defined controls|
|Protective monitoring approach||Collect events, Look for pattern anomalies, Report, Manage through incident management.|
|Incident management type||Supplier-defined controls|
|Incident management approach||Categorise, Prioritise, Triage, Diagnose, Resolve, Resolution and recovery, Close incident|
|Approach to secure software development best practice||Supplier-defined process|
Public sector networks
|Connection to public sector networks||Yes|
|Price||£374 to £751 per user per month|
|Discount for educational organisations||No|
|Free trial available||No|
|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|