Involve Visual Collaboration Ltd

Involve Interpreter

Video interpreting services providing safe and reliable remote access to qualified vetted UK based interpreters using a bespoke, secure online video scheduling portal. The portal enables scheduling an interpreting session and connection from any device, securely using Medio a state of the art N3/HSCN compliant High Definition video platform.

Features

  • Portal and service available 24/7/365
  • Encrypted access to schedule and manage sessions
  • Complete smart device access
  • HD video conferencing service
  • UKAS Approved ISO 27001 ISMS accredited service
  • Qualified interpreters meeting DPSI / NRCDP registration criteria
  • Both common and rare language availability
  • Email, Telephone and Video Helpdesk support
  • Detailed monthly reporting data where required
  • Easy access via any device 24/7/365

Benefits

  • User-friendly online booking system
  • Flexible access to UK based, qualified interpreters
  • Cost effective Pay as you go (PAYG) service
  • Same day and short notice appointments catered for
  • Secure, private network with WIFI, 3G & 4G connectivity
  • Improved access for Deaf British sign language users
  • Access to high quality Video and Audio Services
  • Full training and ongoing relationship management
  • Increased appointment fulfillment
  • Access interpreters using any device, anywhere

Pricing

£0.65 to £2.50 a unit a minute

  • Free trial available

Service documents

Framework

G-Cloud 12

Service ID

8 8 7 7 3 3 2 8 5 4 6 4 4 7 9

Contact

Involve Visual Collaboration Ltd

Jason Ward

0845 805 3455

sales@involve.vc

Service scope

Software add-on or extension
No
Cloud deployment model
Private cloud
Service constraints
No
System requirements
  • Access to a SIP; H323 or video endpoint or
  • Access to suitable desktop, tablet or mobile device
  • A stable internet connection is required

User support

Email or online ticketing support
Email or online ticketing
Support response times
Helpdesk is available from 07.00 to 19.00 Monday to Friday (excluding Bank Holidays). Response within 1 hour during Helpdesk 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
The Medio.link support service is available 24 / 7 / 365 at an uptime of 99.9%. The helpdesk facility is available 07:00 – 19:00 Monday to Friday.
The Support desk will be available for inbound support via telephone, Video and email. The Support desk will provide a three layer support system with response times defined by Involve’s SLA.
The tiered structure will provide support as follows:
1. Tier 1 will provide support on general issues, high level fault resolution and administration around usage of the service. Any issues that are unable to be resolved at this stage will be escalated to tier 2.
2. Tier 2 will provide support on technical issues around usage of the service and supporting end-user IT functions. Any issues that are unable to be resolved at this stage will be escalated to tier 3.
3. Tier 3 will use Involve’s technical staff and the support of manufacturer technical support to resolve any faults or outages.
Support available to third parties
Yes

Onboarding and offboarding

Getting started
With additional instructions and advice via the support helpdesk
Service documentation
Yes
Documentation formats
PDF
End-of-contract data extraction
On termination of contract, all customer onboarding data will be deleted or exported via csv file on request. Any conference recordings will be deleted or returned on request.
End-of-contract process
The customer can terminate the contract with 90 days’ notice. Once the contract has ended, Involve Cloud licences will automatically terminate.

Using the service

Web browser interface
Yes
Supported browsers
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
Application to install
Yes
Compatible operating systems
  • Android
  • IOS
  • Linux or Unix
  • MacOS
  • Windows
Designed for use on mobile devices
Yes
Differences between the mobile and desktop service
There are no differences between the mobile and desktop service.
Service interface
Yes
Description of service interface
24/7 scheduling portal.
Accessibility standards
None or don’t know
Description of accessibility
Access to the interface is by subscription only. Only professionals and interpreters have access to the 24/7 scheduling portal. End users have access to connection links by email to the virtual meeting room or via the professional's connection.
Accessibility testing
None, but hundreds of end users have used the email connection links easily and safely.
API
No
Customisation available
Yes
Description of customisation
Re-Brand any Package with Bespoke Logo / Design / Colour

Scaling

Independence of resources
Medio.link conferencing service is hosted and housed within the NHS N3/HSCN network ensuring guaranteed uptime of 99.9%.

Analytics

Service usage metrics
Yes
Metrics types
Full reports of service usage will be made available to the end-users or administrators. The reports will include service usage, endpoint usage, Platform utilisation and fault reporting.
Reporting types
  • Regular reports
  • Reports on request

Resellers

Supplier type
Not a reseller

Staff security

Staff security clearance
Conforms to BS7858:2012
Government security clearance
Up to Developed Vetting (DV)

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
Complies with a recognised standard (for example CSA CCM version 3.0)
Penetration testing frequency
At least once a year
Penetration testing approach
In-house
Protecting data at rest
  • Physical access control, complying with CSA CCM v3.0
  • Encryption of all physical media
Data sanitisation process
Yes
Data sanitisation type
Explicit overwriting of storage before reallocation
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
On termination of contract, all customer onboarding data will be deleted or exported via csv file on request. Any conference recordings will be deleted or returned on request.
Data export formats
CSV
Data import formats
CSV

Data-in-transit protection

Data protection between buyer and supplier networks
  • Private network or public sector network
  • TLS (version 1.2 or above)
Data protection within supplier network
IPsec or TLS VPN gateway

Availability and resilience

Guaranteed availability
Medio.link conferencing service is hosted and housed within the NHS N3/HSCN network ensuring guaranteed uptime of 99.9%.
Approach to resilience
Medio.link conferencing service is hosted and housed within the NHS N3/HSCN network ensuring guaranteed uptime of 99.9%.
Outage reporting
A Service Delivery manager is responsible for ensuring the Service is available and that all users are fully enabled to use the service. The Service Delivery manager is also responsible for owning and managing any open escalations regarding the platform. All service windows are kept to a minimum, will be conducted outside of core hours, and the customer notified.

Identity and authentication

User authentication needed
Yes
User authentication
Username or password
Access restrictions in management interfaces and support channels
User subscription and restricted access
Access restriction testing frequency
At least every 6 months
Management access authentication
Username or password

Audit information for users

Access to user activity audit information
Users receive audit information on a regular basis
How long user audit data is stored for
User-defined
Access to supplier activity audit information
Users receive audit information on a regular basis
How long supplier audit data is stored for
User-defined
How long system logs are stored for
User-defined

Standards and certifications

ISO/IEC 27001 certification
Yes
Who accredited the ISO/IEC 27001
UKAS Approved; Lloyds Register LRQA
ISO/IEC 27001 accreditation date
14/12/2019
What the ISO/IEC 27001 doesn’t cover
Nothing
ISO 28000:2007 certification
No
CSA STAR certification
No
PCI certification
No
Other security certifications
Yes
Any other security certifications
Cyber Essentials Plus

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
Complies with ISO27001 Information Security Management Standard

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
Complies with ISO27001 Information Security Management Standard
Vulnerability management type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach
Complies with ISO27001 Information Security Management Standard
Protective monitoring type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach
Complies with ISO27001 Information Security Management Standard
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
Complies with ISO27001 Information Security Management Standard

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)

Public sector networks

Connection to public sector networks
Yes
Connected networks
  • NHS Network (N3)
  • Health and Social Care Network (HSCN)

Pricing

Price
£0.65 to £2.50 a unit a minute
Discount for educational organisations
No
Free trial available
Yes
Description of free trial
Short term no contract PAYG servicewith free initial testing, set up and user training.

Service documents

Return to top ↑