Motorola Solutions UK Limited

CommandCentral CRS

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. CommandCentral CRS 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.

Features

  • 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

Benefits

  • 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

Pricing

£374 to £751 per user per month

Service documents

Framework

G-Cloud 11

Service ID

9 2 4 4 6 4 2 6 4 1 4 6 9 4 0

Contact

Motorola Solutions UK Limited

Andy Glover

07736636880

andy.glover@motorolasolutions.com

Service scope

Software add-on or extension
No
Cloud deployment model
Private cloud
Service constraints
None
System requirements
  • Minimum specification of customer devices on customer premises
  • Minimum agreed standard of compliance within customer infrastructure
  • Secure connection to private cloud

User support

Email or online ticketing support
Email or online ticketing
Support response times
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
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
No
Support levels
Standard support is included with the service. Users may raise a case 24/7 via helpdesk. Customers may also contact their Business Relationship Manager. Resolver groups for faults 24/7. Resolver groups for changes and requests Mon - Fri 9-5. Response target within 2 working days.
Support available to third parties
Yes

Onboarding and offboarding

Getting started
The Service includes training and initial implementation.
Service documentation
Yes
Documentation formats
PDF
End-of-contract data extraction
Interfaces are provided as part of the service to allow data to be exported
End-of-contract process
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
Supported browsers
  • Firefox
  • Chrome
Application to install
No
Designed for use on mobile devices
Yes
Differences between the mobile and desktop service
None
Service interface
No
API
Yes
What users can and can't do using the API
Integrate to back office systems
API documentation
Yes
API documentation formats
PDF
API sandbox or test environment
Yes
Customisation available
Yes
Description of customisation
See Service Definition

Scaling

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

Analytics

Service usage metrics
Yes
Metrics types
Management information reports available for the Service Availability, Service Performance, Help Desk Performance, Order Delivery Performance.

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
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
  • CSV
  • Other
Other data export formats
  • WAV
  • MP3
  • MP4
Data import formats
CSV

Data-in-transit protection

Data protection between buyer and supplier networks
  • IPsec or TLS VPN gateway
  • Other
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

Guaranteed availability
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.
Outage reporting
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
User authentication
Other
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
Dedicated link (for example VPN)

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
No
ISO 28000:2007 certification
No
CSA STAR certification
No
PCI certification
No
Other security certifications
No

Security governance

Named board-level person responsible for service security
Yes
Security governance certified
No
Security governance approach
We have our own internal governance that supports the ISO/IEC 27001 standard
Information security policies and processes
We have our own internal business and process security policies supporting the ISO/IEC 27001 standard

Operational security

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

Secure development

Approach to secure software development best practice
Supplier-defined process

Public sector networks

Connection to public sector networks
Yes
Connected networks
Public Services Network (PSN)

Pricing

Price
£374 to £751 per user per month
Discount for educational organisations
No
Free trial available
No

Service documents

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