Airwave

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

Service scope

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

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 Yes, at extra cost
Support levels Support provided is based upon the Service Tier.
The Service Desk team will be the single point of contact for the Customer Help Desks and will be available 24/7/365.

The Three Tiers Are:
• Premier - Target availability of CommandCentral CRS is 99.95% measured quarterly based on system up-time.
• Advanced - Restore service within 4 hours for a Severity 1 outage, within 24 hours for Severity 2 outage, and within 48 hours for a Severity 3 outage.
• Essential - Restore service within 6 hours for a Severity 1 outage, within 24 hours for Severity 2 outage, and within 72 hours for a Severity 3 outage.

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

Cost of support is included within the Service Charge.

For customers procuring the Premier tier, a Business Relationship Manager will be assigned
Support available to third parties Yes

Onboarding and offboarding

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

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
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

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

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

Resellers

Resellers
Supplier type Not a reseller

Staff security

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

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 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 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-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

Availability and resilience
Guaranteed availability The following Service Level targets are available for the CommandCentral CRS:
• Premier - Target availability of the CommandCentral CRS 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

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

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

Standards and certifications
ISO/IEC 27001 certification Yes
Who accredited the ISO/IEC 27001 LRQA
ISO/IEC 27001 accreditation date 01/12/2018
What the ISO/IEC 27001 doesn’t cover No Exclusions
ISO 28000:2007 certification No
CSA STAR certification No
PCI certification No
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 We have our own internal business and process security policies supporting our ISO/IEC 27001 certification

Operational security

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

Secure development
Approach to secure software development best practice Supplier-defined process

Public sector networks

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

Pricing

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

Service documents

pdf document: Pricing document pdf document: Skills Framework for the Information Age rate card pdf document: Service definition document pdf document: Terms and conditions pdf document: Modern Slavery statement
Service documents
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