Telefonica UK Limited

Visionable Video & Data Collaboration Platform for Government Services from O2

The Visionable platform is a multi-application video and data collaboration and communication platform. Visionable provides core tools for Councils delivering Government services. Visionable enables ubiquitous connectivity between government organizations their partners and citizens. This secure platform has a feature rich capability beyond traditional video conferencing.

Features

  • Pixel for pixel data image quality
  • Unlimited participants
  • Unlimited data shares
  • Patented multi-stream technology goes beyond the limits of video conferencing
  • Easily scalable
  • Multiple camera inputs for 360 degrees views
  • Connected external devices such as document cameras
  • Presence, chat, record, desktop and app share
  • Moderator controls
  • Works on Windows, Mac, IOS, Android and Linux

Benefits

  • A single platform for organizations, citizens and their partners
  • Immediate Access to expertise
  • Accelerated decision making in critical situations
  • Virtual working connecting to all relevant parties simultaneously
  • Re-use existing hardware and does not require expensive hardware infrastructure
  • Reduce travel costs & increase productivity
  • Reduce costs by sharing resources with virtual services
  • Applications for health, education and government services
  • Reduce need for physical space meeting room or office space
  • Can be embedded into existing platforms

Pricing

£2.88 per user per month

Service documents

Framework

G-Cloud 11

Service ID

8 8 8 8 8 0 5 0 4 9 6 1 7 5 6

Contact

Telefonica UK Limited

Neil Cruden

07872015506

g-cloud_framework@o2.com

Service scope

Software add-on or extension
No
Cloud deployment model
  • Public cloud
  • Private cloud
  • Community cloud
Service constraints
None,
System requirements
  • Desktop: Requires Windows7+, MacOS X10.9+ /any recent Linux distribution
  • High-speed Internet connection
  • One+ USB, PTZ, or built-in cameras up to HD resolutions
  • High quality audio device
  • IOS: Requires iOS 9 or later
  • Compatible with iPhone 4S and+, iPad 2 and+
  • Audio and video are allowed on WiFi/3G/4G
  • Android: Requires Android OS4 or later and supports ARMv7

User support

Email or online ticketing support
Email or online ticketing
Support response times
Within 4 hours working hours or as agreed in an SLA
User can manage status and priority of support tickets
Yes
Online ticketing support accessibility
None or don’t know
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
None or don’t know
How the web chat support is accessible
Web chat support accessibility standard - WCAG 2.0 A

Visionable webchat support is accessed from within the Visionable software via the instant messaging features. Authorized customers can chat directly with one of the Visionable support team via chat. Video and phone support is also available.
Web chat accessibility testing
We have tested against the standards and can meet and can self -certify that we have achieved the level s required. We also take on customer feedback and ensure that any improvements that could be made are built into software.
Onsite support
No
Support levels
Visionable Support Staff are categorised as described below: “Level 1 Support Staff” – Visionable technicians who act as liaisons between Visionable and the Authorised Customer Contacts to resolve Errors. Upon receiving a Support Request, Level 1 Support Staff will classify and log the support request. Thereafter, Level 1 Support Staff will work toward resolving issues relating to: Sound settings, including echo cancellation problems; desktop and room video settings; room display settings; node configuration settings; or operational questions not covered in an ACC Training Session. Level 1 Support Staff provide technical support and assistance by email, Visionable and telephone to Authorised Customer Contacts. If an Error will be solved through a future software upgrade, dynamic update package, or documentation change, the Level 1 Support Staff will use commercially reasonable efforts to advise Authorised Customer Contact on how to bypass the Error. “Level 2 Support Staff” – senior technical specialists, technical product management, and Research and Development personnel employed by Visionable. “Level 3 Support Staff” – Visionable's Chief Technology Officer and his/her direct reports. We offer a full account management service to our customers covering future service developments, risk management and performance against the agreed standards.
Support available to third parties
Yes

Onboarding and offboarding

Getting started
Single users can access our support online support portal for getting started, documents and videos plus more in-depth support materials. Organisations can purchase training packages by the hour which includes online and onsite training options. Our maintenance agreement stipulates any bundle sales includes 4 authorised customer contacts (ACCs).
Service documentation
Yes
Documentation formats
  • HTML
  • PDF
End-of-contract data extraction
All user records are indexed by email address and can be deleted by purging files and database entries. We comply with all GDPR mandates and requirements as per current legislation.
End-of-contract process
If the customer decides they do not wish to renew their subscription, the software will cease to work and they will be provided with instructions to remove software from the designated PC. All user data will be purged by email address.

Using the service

Web browser interface
Yes
Supported browsers
  • Internet Explorer 7
  • Internet Explorer 8
  • Internet Explorer 9
  • Internet Explorer 10
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
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
Mobile can only send and receive one video at a time.
Service interface
No
API
Yes
What users can and can't do using the API
Visionable has a complete set of server and client side APIs that allow managing user accounts, meetings, and complete control and customization of the user interface. Sandbox test environment can be easily deployed as needed.
API documentation
Yes
API documentation formats
  • Open API (also known as Swagger)
  • HTML
  • PDF
API sandbox or test environment
Yes
Customisation available
Yes
Description of customisation
The application is completely customisable on many levels. Basic customization and branding is available by uploading logos and specifying colours on the server. Complete customization and white label options are also available.

Scaling

Independence of resources
Multiple Visionable servers are deployed as a Cloud of nodes that can be monitored and scaled for demand. Any additional demand is addressed by increasing capacity. We scale server (nodes) and band-with as demand increases with no impact to users.

Analytics

Service usage metrics
Yes
Metrics types
Account managers can generate usage reports.
Reporting types
  • API access
  • Real-time dashboards
  • Reports on request

Resellers

Supplier type
Reseller (no extras)
Organisation whose services are being resold
Visionable Ltd

Staff security

Staff security clearance
Conforms to BS7858:2012
Government security clearance
Up to Security Clearance (SC)

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
Yes
Datacentre security standards
Managed by a third party
Penetration testing frequency
At least every 6 months
Penetration testing approach
In-house
Protecting data at rest
Physical access control, complying with CSA CCM v3.0
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
Account managers can generate usage reports by email address.
Data export formats
CSV
Data import formats
CSV

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)
  • IPsec or TLS VPN gateway

Availability and resilience

Guaranteed availability
The service credits are is passed to you that we obtain from the hosting service provider. The service credits are calculated from the time and date they are escalated to the hosting provider. Our hosting provider Cloud9 pays service credits where an outage has occurred. Availability 99.99% or Higher - None, 99.5% - 99.89% = 5% Availability 99.49% - 99.00% = 10% Cloud9 Services Availability 98.99% - 97.00% = 15% Cloud9 Services Availability 96.90% - 96.00% = 20% Cloud9 Services of less than 96.00% = 25%. Cloud9 allow customers to go through User Acceptance Testing & Sign-off pre-billing to reduce risk of performance related issues and minimising commercial risk or exposure; this also ensure customer know how the platform performs. Cloud9 also looks at the platform performance, not just it's On/Off availability, performance is what users notice and so our focus is on consistent, high performance and service continuity. A significant amount of focus is around performance of the environment, including platform latency and capacity to ensure user-experience. Cloud9 also has a Support response time and severity SLA.
Approach to resilience
High availability fault tolerant database with federated servers distributed across multiple datacentres.
Outage reporting
Each server has a status page that can be monitored with network monitoring software and email alerts can be generated. The Email alerts are sent to named customer support contacts or generic email address. Phone call to customer support contact or helpdesk. Our Support desk pro-actively contact customers to highlight any high priority. We discuss impact and resolution or any preventative action already taken by our Infrastructure team

Identity and authentication

User authentication needed
Yes
User authentication
2-factor authentication
Access restrictions in management interfaces and support channels
User name, password and user access level
Access restriction testing frequency
At least every 6 months
Management access authentication
  • Username or password
  • Other
Description of management access authentication
User name, password and user access level

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
At least 12 months
Access to supplier activity audit information
Users contact the support team to get audit information
How long supplier audit data is stored for
At least 12 months
How long system logs are stored for
Between 1 month and 6 months

Standards and certifications

ISO/IEC 27001 certification
Yes
Who accredited the ISO/IEC 27001
CFA
ISO/IEC 27001 accreditation date
Certificate available upon request
What the ISO/IEC 27001 doesn’t cover
All relevant areas are covered.
ISO 28000:2007 certification
No
CSA STAR certification
Yes
CSA STAR accreditation date
Via hosting provider
CSA STAR certification level
Level 1: CSA STAR Self-Assessment
What the CSA STAR doesn’t cover
IVisionable uses Cloud 9 who as part of their ISO Accreditation Process cover the key areas of the Assessment which is audited
PCI certification
Yes
Who accredited the PCI DSS certification
QSA - report available on request
PCI DSS accreditation date
Report available upon request
What the PCI DSS doesn’t cover
All relevant areas covered
Other security certifications
Yes
Any other security certifications
Cyber Essentials Certification

Security governance

Named board-level person responsible for service security
Yes
Security governance certified
Yes
Security governance standards
  • ISO/IEC 27001
  • Other
Other security governance standards
Cyber Essentials
Information security policies and processes
Servers are hosted with our providers Cloud 9 that comply with ISO27001, SOC1-3 and additional standards as needed. Visionable also have a security policy which meets stringent criteria.

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
Typically large organisations, such as the NHS, have their own change management boards and processes. Any users request for an Visionable change is submitted via a change request form that is sent to the board for approval. This includes type of change, purpose of change, impact on business and timeframe. The board will approve the change request and allocate time for the change to us.
Vulnerability management type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach
Penetration Testing Tools, internal testing, general security audits, OS security patches are automatically applied nightly and vulnerability reporting databases like cert.
Protective monitoring type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach
Each Server has a status page that monitors its health and can be monitored with network monitoring software to generate alerts.
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
We have predefined processes. Support and software problems can be reported via telephone and via the ticketing system. Incident reports are provided by email.

Secure development

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

Public sector networks

Connection to public sector networks
Yes
Connected networks
Joint Academic Network (JANET)

Pricing

Price
£2.88 per user per month
Discount for educational organisations
No
Free trial available
Yes
Description of free trial
Two week full trial of the software
Link to free trial
https://cloud.visionable.com/signup/gcloud

Service documents

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