Redcentric’s Healthcare Secure Remote Access can increase the mobility of healthcare professionals by providing a robust, flexible and secure way to access the healthcare networks remotely, supporting services such as community care. Part of our healthcare IT solutions portfolio.
- Creates a secure tunnel to the HSCN network
- Two-factor authentication security
- Independent aggregator of IGSoC Version 14 (100% Score)
- NHS Digital Approved
- Simple, fast installation
- NHS Digital approved HSCN CN-SP
- Choice of hardware, software or smart device tokens
- Data through gateway is encrypted, protecting information in transit
- Enhance end-user and customer experience
- Improve the way you conduct business with the NHS
- Streamline the complex HSCN application process
- Field based health workers can access HSCN resources online
- Enhance patient experience
- Remote access to HSCN services (e.g. patient medical histories)
- No need to install infrastructure or services
- Drive innovation in patient care
- Encourage more joined-up, collaborative working
£10 per unit per month
- Pricing document
- Skills Framework for the Information Age rate card
- Service definition document
- Terms and conditions
- Modern Slavery statement
Redcentric Solutions Limited
|Service constraints||Redcentric is committed to continually improving and expanding its core network and data centre capabilities, thus striving to provide the highest levels of service to its customers. In order to facilitate these improvements, it is necessary to carry out essential work from time to time. These activities are carefully scheduled through the use of an internal change control process which is designed to present maximum visibility of that change and thereby ensure that planning and implementation are carried out to minimize the effect on customers and their network services.|
|Email or online ticketing support||Email or online ticketing|
|Support response times||We aim to acknowledge all Advice and Guidance requested within 15 minutes. Response times will depend on the request type and level of detail required. We typically aim to provide an initial response within 1 hour of the request being made however this can vary dependent on the nature of the request.|
|User can manage status and priority of support tickets||No|
|Phone support availability||24 hours, 7 days a week|
|Web chat support||No|
|Onsite support||Yes, at extra cost|
Redcentric’s customer service operation is available 24/7/365 and can be contacted by telephone, email or via the customer portal.
Support is included at no additional cost with Redcentric's services. Redcentric has one direct point of contact for customer support, which deals with all aspects of the service. The Redcentric customer services team takes full responsibility for supporting and logging problems and technical support queries. Their specific role is to ensure that all telephone, email and portal queries are answered and resolved as promptly as possible.
Redcentric has a team of Technical Account Managers and Cloud Support Engineers available. These teams are not included as a standard service and are charged based on the published SFIA rate card.
|Support available to third parties||Yes|
Onboarding and offboarding
Redcentric support the process of migration from an existing HSCN SRAS service provider in addition to new deployments, Redcentric’s design consultants will work with you on building a transition plan that will include all end-end solution design and design management, for example migration of Access Control Rules, IP addressing, Domain Name Server information and logical security tier configuration. In addition Redcentric ‘s consultants will ensure that absolute Information Governance is maintained by working with you through all NHS Digital information governance documentation.
Redcentric configures the platforms with the user credentials. Redcentric configures the first account for the customer administrator. The customer admin is required to configure the users onto the service.
|End-of-contract data extraction||
The Exit Plan shall, unless otherwise agreed with the Customer:
• address each of the issues set out in this Exit Plan in order
to assist the Customer in facilitating the transition of the
Redcentric Services from Redcentric to a replacement
supplier, or the Customer ensuring to the extent
reasonably possible that there is no disruption in the
supply of Services and that there is no deterioration in the
quality of delivery of the Services during any period of
• provide an estimate of the scope of transitional assistance
that may be required by the Customer and suggest how
such assistance might be provided (if required); and
• provide an estimate of Redcentric’s personnel that may be
required to provide transitional assistance and suggest the
management structure to be put in place and employed to
provide such transitional assistance.
On termination or expiry of the Service Agreement, the
Customer must undertake the following responsibilities:
• agree a time and date for the Redcentric owned
equipment to be removed; and then
• remove the Customer’s equipment at the agreed time
on the agreed date in a sequence to be specified by the
|End-of-contract process||Where the Customer requests the provision of additional transitional assistance, in addition to their initial requirements, Redcentric shall provide such assistance as an additional service. The additional transitional assistance shall be chargeable at the Redcentric prevailing time and materials consultancy day rates.|
Using the service
|Web browser interface||No|
|Command line interface||No|
|Independence of resources||Redcentric monitors the capacity of our services. Where capacity thresholds are met we would look to increase capacity following our defined processes.|
|Infrastructure or application metrics||Yes|
|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||Supplier-defined controls|
|Penetration testing frequency||At least once a year|
|Penetration testing approach||‘IT Health Check’ performed by a CHECK service provider|
|Protecting data at rest||
|Other data at rest protection approach||
• Industry standard encryption protocols are used to help keep traffic traversing the Internet private.
• Redcentric does not capture, inspect, analyse, store or share the traffic/data under normal circumstances.
• Under certain circumstances, when managing a support ticket, Redcentric may capture, inspect, analyse and/or store a small sample of the Customer’s traffic in order to investigate and diagnose a very specific problem, e.g. to help resolve a problem relating to IP packet corruption. Such diagnosis would involve the examination of a small sample of IP packets.
|Data sanitisation process||Yes|
|Data sanitisation type||
|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||Yes|
|What’s backed up||Central Platform Configurations|
|Backup controls||User are not able to.|
|Scheduling backups||Supplier controls the whole backup schedule|
|Backup recovery||Users contact the support team|
|Data protection between buyer and supplier networks||Other|
|Other protection between networks||Standard inbound traffic protocols are used.|
|Data protection within supplier network||Other|
|Other protection within supplier network||Data is transited only.|
Availability and resilience
The Redcentric Healthcare Secure Remote Access Service availability is 99.50% per calendar month.
In calculating Availability, in addition to the exclusions listed in clause 6.7 of the General Terms the following shall be excluded:
An extreme volume of users connecting to the platform as a result of an event that is beyond the control of the parties
Any failure of HSCN connectivity or services
The Floor Service Level applicable to the Healthcare Secure Remote Access Service in respect of Availability shall be 85% in any given Month.
Any reduced charges under this Service Level Agreement will be confirmed by credit note issued by Redcentric to our customers, confirming the adjustment to be made to the following monthly charge.
The availability Service Level is calculated at the end of each measurement Period and is calculated as follows:
Percentage Availability = ((MP-SU)x100)/MP
MP = Measurement Period. This is the total number of minutes in the measurement period.
SU = Service Unavailability. This is the total number of minutes in the measurement period when the Service is not available for use
by the Customer for reasons other than those set out below.
|Approach to resilience||Due to the secure nature of the services Redcentric provides, this information is available on request.|
During a system outage Redcentric will communicate with our customers via email, updates are also provided via the Redcentric customer portal.
The Service Manager will also provide a detailed report following any outage showing the cause of the outage and what mitigation has been put in place to prevent the issue repeating in the future.
Identity and authentication
|User authentication||2-factor authentication|
|Access restrictions in management interfaces and support channels||
Redcentric utilises a centralised RBAC (Role Based Access Control) access control system based on the concepts of Least Privilege and Segregation of Duty to manage Redcentric system administrator and Data Centre Operations access to customer data and solutions.
This access control system is subject to regular audit under our ISO 27001 accreditation and ISMS.
All Redcentric logical access to the customer hosted data must traverse our management environment, which provides segregation and logging controls.
Management activity logs are retained in a secure (read only) manner for at least one year and are sufficient to provide individual accountability.
|Access restriction testing frequency||At least once a year|
|Management access authentication||2-factor authentication|
|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
|Access to user activity audit information||Users contact the support team to get audit information|
|How long user audit data is stored for||User-defined|
|Access to supplier activity audit information||Users contact the support team to get audit information|
|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||British Standards Institute|
|ISO/IEC 27001 accreditation date||19/08/2020|
|What the ISO/IEC 27001 doesn’t cover||Hosting in external 3rd parties needs to be brought into scope on a per basis. This is a chargeable extra.|
|ISO 28000:2007 certification||No|
|CSA STAR certification||No|
|Who accredited the PCI DSS certification||Gemserv Ltd|
|PCI DSS accreditation date||04/04/2020|
|What the PCI DSS doesn’t cover||Requirement 1, 2, 3, 4, 5, 6, 7, 8, 10, 11. Appendix A1, A2|
|Other security certifications||Yes|
|Any other security certifications||
|Named board-level person responsible for service security||Yes|
|Security governance certified||Yes|
|Security governance standards||ISO/IEC 27001|
|Information security policies and processes||
As a managed service provider that the delivers services into different vertical sectors (central government, NHS, legal, finance, manufacturing and so on), we take several measures to secure these assets. This requires work to implement, manage and be audited against a number of recognised security standards and frameworks. This benefits all our customers and also provides a recognised and repeatable methodology for delivering services to a higher security level, where required, for specific customer environments.
Redcentric’s policy is to deploy individual customers using physical and logical segmentation appropriate to the client’s operational requirements. Segmentation techniques and technologies including MPLS IP-VPN security, firewalls and VLAN technology are used to ensure a high level of security. Testing is typically done at a service provider level so as to not impact specific customer deployments.
It is the responsibility of Redcentric to provide an assured managed service infrastructure to deploy client services over. Whilst some aspects of security can be abdicated to the client’s service provider Redcentric recommend that customers perform their own assurance testing within the context of their business setting and context. Redcentric will always co-operate with customers around any testing activities and subsequent outcomes.
|Configuration and change management standard||Supplier-defined controls|
|Configuration and change management approach||
Redcentric maintains an ISO 27001 audited configuration and change management process for customer hosting infrastructure. Initial customer hosting deployments are initially configured by a combination of automated provisioning tools and expert system administrators. Newly deployed infrastructure is subject to a peer review prior to being put live.
Customer change management is performed according to Redcentric internal ticketing processes and workflows, providing customers with the ability to request and plan changes by Redcentric system administrators, authorisation mechanisms and visibility of work performed on their hosting environment.
|Vulnerability management type||Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402|
|Vulnerability management approach||
Redcentric proactively manages vulnerabilities within the corporate infrastructure and all infrastructure connected to or participating within 3rd party external networks such as the healthcare network, the public internet and other corporate or partner networks or customer hosting domains.
Redcentric conducts quarterly or as required automated in-depth vulnerability scans of critical internal infrastructure including administrative and orchestration systems, underlying customer host servers, backup infrastructure, edge and intermediate firewalls and load balancers using Nessus. These scans are automatically parsed by our internal configuration and change management system and items requiring investigation escalated directly to DevOps.
|Protective monitoring type||Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402|
|Protective monitoring approach||
Redcentric can provides a range of protective monitoring services including vulnerability management and auditing and assessment services
(such as SIEM).
Redcentric will work with the customer to put in place an approach to Proactive Monitoring which meets the requirements of the customer.
|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||
Redcentric maintains a formal incident management process for internal and customer-impacting incidents that includes triage, containment and remediation and root cause analysis. Roles are defined to provide responsibility for overall command, communications and technical authority. Workflows and related information are managed by our centralised internal ticketing system. Redcentric will inform customers of any security incident that directly impacts on their hosting solution in a timely manner once detected.
Redcentric defines a customer impacting security incident as a security-related problem which may have actively impacted on the confidentiality, integrity or availability of more than one customer.
|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)|
Separation between users
|Virtualisation technology used to keep applications and users sharing the same infrastructure apart||No|
|Description of energy efficient datacentres||
We have a number of existing facilities which were built before 2011 in use today which have been reviewed and modified to increase their ‘Energy Saving Levels’. No new facilities have been built since this time.
When new IT equipment or software is sourced and deployed, we review how we can increase our ‘Energy Saving Levels’ and factor this into designs.
As well as being an operator of services from our facilities we also provide co-location and private cloud hosting. Under the EU code of conduct we endeavour whenever upgrading our facilities to review increasing our ‘Energy Saving Levels’. Where a customer is procuring their own IT equipment, we offer advice and guidance.
In adhering with the EU Code of Conduct for Energy Efficient Datacentres we are committed to;
• The fulfilment of relevant compliance obligations
• Continually working towards improving the environmental management system to enhance environmental performance
• Protection of the environment, including the prevention of pollution and sustainable use of resources
• Working towards incorporating environmental factors into business decisions as standards.
|Price||£10 per unit per month|
|Discount for educational organisations||No|
|Free trial available||No|