IOCOM

IOCOM C9 Video Conferencing for Healthcare

The IOCOM platform is a multi-application video and data collaboration and communication platform. IOCOM provides core tools for Councils, Government Departments, Health, Education and Blue light services. IOCOM 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 diagnostic imaging workstations
  • Presence, chat, record, desktop and app share
  • Moderator controls
  • Works on Windows, Mac, IOS, Android and Linux

Benefits

  • Immediate access to expertise
  • Accelerate decision making in critical situations
  • Single platform for consultations, telemedicine, board meetings and education lectures
  • Works over standard internet protocols reduces need for specialist support
  • Re-use existing hardware and does not require expensive hardware infrastructure
  • Reduce travel costs & increase productivity
  • Reduce costs by sharing resources with virtual services
  • Reduce physical space, clinic rooms or witness rooms
  • Can be embedded into existing platforms
  • Unrestricted collaboration capability-global research with unlimited people and data

Pricing

£2 per person per month

Service documents

G-Cloud 10

904716655521528

IOCOM

Jerona Noonan

+44 7585 309443

jnoonan@iocom.com

Service scope

Service scope
Software add-on or extension No
Cloud deployment model Private cloud
Service constraints None
System requirements
  • Requires Windows7+, MAC OSX 10.9+ or any recent Linux distribution
  • High Speed Internet connection
  • One or more USB, PTZ or built-in camera upto HD-Resolutions
  • High Quality Audio Device
  • IOS: Requires IOS 5.1 or later
  • Compatible with iphone 4s and + and ipad2 and +
  • Audio and Video are allowed WFI/3G/4G
  • Android requires Android OS2.3 or later and supports ARM V7

User support

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 WCAG 2.0 A
Web chat accessibility testing On-IOCOM webchat support is accessed from within the IOCOM software via the instant messaging features. Authorized customers can chat directly with one of the IOCOM support team via chat. Video and phone support is also available.

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 IOCOM Support Staff are categorised as described below:

“Level 1 Support Staff” – IOCOM technicians who act as liaisons between IOCOM 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, IOCOM 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 IOCOM.

“Level 3 Support Staff” – IOCOM’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

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

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+
  • 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 Mobiles can only send and receive one video at a time.
Accessibility standards None or don’t know
Description of accessibility We have a number of features to enable users ease of access to our solutions.
Accessibility testing We have not tested our solution widely however we take on customer feedback and make accessibility changes as they are identified.
API Yes
What users can and can't do using the API IOCOM 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
  • 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 colors on the server. Complete customization and white label options are also available.

Scaling

Scaling
Independence of resources Multiple IOCOM 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

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

Resellers

Resellers
Supplier type Not a reseller

Staff security

Staff security
Staff security clearance Conforms to BS7858:2012
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
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 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-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

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

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. We adhere to a standard methodology and hierarchical structure ranging from Support User with limited access only dealing with what is available to them, to administrators who are senior engineers.
Access restriction testing frequency At least every 6 months
Management access authentication 2-factor authentication

Audit information for users

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

Standards and certifications
ISO/IEC 27001 certification Yes
Who accredited the ISO/IEC 27001 CFA
ISO/IEC 27001 accreditation date 7/12/2017
What the ISO/IEC 27001 doesn’t cover Nothing
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 IOCOM 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 03/01/18
What the PCI DSS doesn’t cover IOCOM uses https://stripe.com/docs/security/stripe. Stripe has been audited by a PCI certified auditor and is certified to PCI Service Provider Level 1. This is the most stringent level of certification available in the payments industry. To accomplish this, they make use of best in class security tools and practices to maintain a level of security at Stripe.
Other security certifications No

Security governance

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 Servers are hosted with our providers Cloud 9 that comply with ISO27001, SOC1-3 and additional standards as needed. IOCOM also have a security policy which meets stringent criteria.

Operational security

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 IOCOM 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

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 Joint Academic Network (JANET)

Pricing

Pricing
Price £2 per person per month
Discount for educational organisations No
Free trial available Yes
Description of free trial Two week full trial of software
Link to free trial https://cloudnine.iocom.com/signup/healthcare

Documents

Documents
Pricing document View uploaded document
Service definition document View uploaded document
Terms and conditions document View uploaded document
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