MYSENSE LTD

MySense

Through our discreet, passive sensors and wearable, MySense allows health or social carers to remotely monitor clients in their own home whilst allowing the vulnerable person to maintain their dignity and independence. Alerts are raised of any critical incidents and trends show when behaviours are deteriorating over time.

Features

• Remote Monitoring
• Real time reporting
• Critical event notification
• Trend reporting
• Fall detection
• Passive, non-intrusive sensors

Benefits

• Remote care
• Reduction in hospital admissions
• Improved patient care
• Remaining at home for longer
• Supports preventative care ambitions

• Education pricing available
• Free trial available

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at steve.benns@mysense.ai. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

801434929392058

Contact

Stephen Benns
07801610095
steve.benns@mysense.ai

About your service

• Service categories:

  Application Development and Deployment

  Analytics and business intelligence

  • Advanced and predictive analytics
• Multi cloud support: No

Service scope

• Software add-on or extension: No
• Cloud deployment model: Private cloud
• Service constraints: No
• System requirements: No system requirements

User support

• Email or online ticketing support: Yes
• Support response times: Email or online ticketing response SLA of 1 working day
• User can manage status and priority of support tickets: No
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: No
• Onsite support: No
• Support levels: The Recovery Time Objective goals are:; ; 2 hours for mission-critical systems.; ; 8 hours for business-critical systems.; ; 24 hours for non-critical systems.; ; This support comes as standard for the service.; ; A Technical Account Manager will be appointed for each client.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: As part of our onboarding of new clients, we offer online and in-person training covering the installation and maintenance functions and the monitoring services available through the MySense platform. In addition, online user guides are available through the dashboard, app and MySense website.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: Users can request a copy of their data by contacting our customer support team. After verifying the request, we provide an export containing all relevant data associated with the user account.
• End-of-contract process: At the end of the contract, all equipment is retained by the client but MySense do offer an equipment recovery and disposal service, at no extra cost, in line with our environmental pledge. All data is removed from our servers, and made available to the client if requested. User accounts are removed from our dashboard and app.
• Documentation accessibility standard: WCAG 2.2 AA

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Chrome
• Application to install: Yes
• Compatible operating systems:
  • Android
  • IOS
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: The user interface for the mobile version shows the same information but in a mobile friendly format.
• Service interface: No
• User support accessibility: WCAG 2.2 AA
• API: No
• Customisation available: Yes
• Description of customisation: Range of sensors can be changed for individual users. In addition, alerts and events are configurable for each individual and monitor.

Scaling

• Independence of resources: MySense uses a highly scalable, largely ’serverless’ infrastructure, and rely on infrastructure services such as AWS’s SQS, and DynamoDB to both keep idle costs low, and to scale to demands with no efforts. To date there have been no visible effects of ’noisy neighbours’, either our own customers, or other independent parties also using AWS services, on our service

Analytics

• Service usage metrics: No

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Baseline Personnel Security Standard (BPSS)

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations: European Economic Area (EEA)
• User control over data storage and processing locations: No
• Datacentre security standards: Supplier-defined controls
• Penetration testing frequency: At least once a year
• Penetration testing approach: ‘IT Health Check’ performed by a CREST-approved service provider
• Protecting data at rest: Physical access control, complying with SSAE-18 / ISAE 3402
• Data sanitisation process: Yes
• Equipment disposal approach: A third-party destruction service
• Data sanitisation type: Deleted data can’t be directly accessed / Cryptographic Erasure

Data importing and exporting

• Data export approach: Users can request a copy of their data by contacting our customer support team. After verifying the request, we provide an export containing all relevant data associated with the user account.
• 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: IPsec or TLS VPN gateway

Availability and resilience

• Guaranteed availability: We host our service on Amazon Web Services (AWS) across multiple Availability Zones. Our availability commitments are aligned with the underlying AWS service SLAs and therefore cannot exceed them.; ; We guarantee 99.9% monthly availability for the service.; ; Service Level Agreement (SLA):; - Availability is measured over a calendar month.; - Scheduled maintenance windows (which are notified in advance) are excluded from availability calculations.; - Outages caused by AWS infrastructure issues are included in this measurement insofar as AWS includes them in its own SLA metrics.; ; Refunds for failure to meet SLA are applied automatically to impacted clients according to the T&Cs of the contract.
• Approach to resilience: Our service is designed with resilience and fault tolerance in mind to ensure continuous availability for users. Key aspects of our approach include:; - Multi-AZ Deployment.; - Redundancy; - Data Durability; - Automated Monitoring & Recovery; - Disaster Recovery Planning; ; Detailed information about our infrastructure and resilience design is available on request to maintain security and operational confidentiality.
• Outage reporting: Any outages are reported through email alerts to our customers.

Identity and authentication

• User authentication needed: Yes
• User authentication: Multi-Factor Authentication (MFA)
• Access restrictions in management interfaces and support channels: Access to management interfaces and support channels is restricted using role-based access controls (RBAC) and the principle of least privilege. Only authorised personnel have administrative or elevated access, and all access is authenticated via strong credentials and multi-factor authentication where possible.; ; Support channels are controlled so that sensitive operations or data access are only performed by verified staff. All access and actions are logged and monitored to ensure accountability and detect any inappropriate activity. Changes to access permissions are reviewed and approved in line with our Change Management and Identity & Access Management policies.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • Username or password

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

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: MySense operates Information Security Management System (ISMS) aligned to industry standards. Policies include:; - Information Security Policy – framework for security management (POL-020); - Access and Identity Management – user access control, authentication, and password management (POL-010, POL-017); - Data Protection & Privacy – GDPR compliance, data quality, classification, and handling (POL-016, POL-018, POL-024); - Change, Configuration, and Supplier Management – changes to systems, configurations, and third-party suppliers (POL-002, POL-003, POL-004); - Software Development & Testing – secure coding, testing, and vulnerability management (POL-005, POL-006); - Incident Response and Business Continuity – incident reporting, recovery, and disaster recovery (POL-008, POL-012); - Cloud and Network Security – cloud deployments, networking, and cryptography (POL-007, POL-014, POL-023); - Mobile & Remote Working / BYOD – secure use of devices outside office (POL-013, POL-022); ; - CTO and VP (Engineering) enforcement of security policies, with overall oversight from CEO.; - Staff required to acknowledge and comply with applicable ISMS policies, managers ensure teams follow procedures.; ; Ensuring Compliance:; - Policies reviewed regularly and version controlled within ISMS.; - Compliance enforced via mandatory staff training, access controls, and regular audits.; - Security incidents, non-compliance, and policy breaches reported and escalated through ISMS to senior leadership for resolution.
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Configuration and change management approach: We manage configurations and changes using a structured, ISO 27001-aligned process.; ; Tracking components:; - Service components (IT assets, software, and processes etc.) are tracked throughout their lifecycle.; - Changes, updates, and versions logged, maintaining audit trail and ensure accountability.; ; Assessing security impact:; - Proposed changes undergo risk assessment, evaluating potential security, operational, and regulatory impacts.; - High-impact changes are reviewed by Change Advisory Board (CAB) and tested in controlled environments before implementation.; - Emergency changes reviewed retrospectively, ensuring security and operational integrity.; ; Approach ensures controlled, auditable management of all service components, minimising security risks and maintaining system integrity.
• Vulnerability management type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Vulnerability management approach: - Regular internal and external security scans, risk assessments, and penetration tests to identify vulnerabilities.; - Threat intelligence sourced from trusted channels, including NCSC advisories, vendor security bulletins (e.g., AWS, Microsoft), and industry-standard vulnerability databases (e.g., CVE, CERT).; ; - Critical patches assessed and deployed within days of release, following testing.; - Routine patches applied according to defined schedule, with priority given to high- and medium-severity vulnerabilities.; ; - Identified vulnerabilities logged, tracked, and reviewed as part of Information Security Management System (ISMS).; - Lessons learned from incidents and threat intelligence feed back into risk assessments and controls.
• Protective monitoring type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Protective monitoring approach: - Systems are monitored for anomalous activity, access violations, and security events.; - Regular risk assessments and audits help detect vulnerabilities and potential threats.; ; - Detected incidents are escalated to the Incident Response Team (IRT) following our Incident Response Policy.; - IRT evaluates, contains, and mitigates incidents according to predefined procedures.; ; - Critical incidents responded to immediately upon detection.; - All incidents logged, tracked, and reviewed ensuring timely resolution, with post-incident analysis conducted to improve controls.; ; Monitoring includes log review, automated alerts, and periodic audits, ensuring adherence to ISO 27001:2022 standards and company policies (including IAM, Cryptography, and Incident Response).
• Incident management type: Complies with a recognised standard, for example, CSA CCM v4.0 or ISO/IEC 27035:2011 or SSAE-18 / ISAE 3402
• Incident management approach: - Incidents are logged, classified, and managed according to pre-defined response procedures.; - Incident Response Team (IRT) evaluates, contains, and resolves incidents.; - Post-incident reviews identify root causes, assess effectiveness, and inform policy improvements.; ; - Users report incidents directly to Information Security Manager or Quality & Regulatory Manager.; - Standardised reporting forms, ensuring consistent and accurate logging.; ; - Actions and decisions documented and stored in central repository.; - All stakeholders notified promptly.; - Lessons learned recorded and used to update processes and controls.; ; Approach aligns with ISO27001, ISO9001, and ISO13485 and includes supplier compliance requirements.
• Post-quantum cryptography secure: No

Secure development

• 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 v4.0)

Public sector networks

• Connection to public sector networks: No

Pricing

• Discount for educational organisations: Yes
• Free trial available: Yes
• Description of free trial: MySense recognises that potential users of the service need to be able to evidence benefits of the service ahead of formal procurement.; ; In support of this, we offer up to 6 months of free usage of the MySense platform for up to 30 users.

Discount percentage by annual call-off contract value (excluding VAT)

• Less than £250,000: 0%
• Between £250,000 and £500,000: 0%
• Between £500,001 and £1,000,000: 1%
• Between £1,000,001 and £2,500,000: 3%
• Between £2,500,001 and £5,000,000: 7%
• Over £5,000,001: 10%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: NQA
• ISO/IEC 27001 accreditation date: Monday 1 December 2025
• What the ISO/IEC 27001 doesn’t cover: N/A
• ISO 28000:2022 certification: No
• ISO 9001 certification: Yes
• Who accredited the ISO 9001 certification: NQA
• ISO 9001 accreditation date: Thursday 26 September 2024
• What the ISO 9001 doesn’t cover: N/A
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: 871cc212-8c3b-4e4e-96d6-c581d491ff45
• Cyber essentials plus: No
• Cyber Essentials Alternative: None of the criteria
• Other security certifications: No

Social value

• Section B - Commitment for Future: Delivery:

  • Mission: Build an NHS fit for the future: That is there when people need it; with fewer lives lost to the biggest killers; in a fairer Britain, where everyone lives well for longer.

    Policy Outcome 8: Increasing productivity through physical and mental wellbeing: In the supply chain and communities in the relevant area.

    • Understanding barriers to access to health and social care services or employment opportunities e.g. digital inclusion

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at steve.benns@mysense.ai. Tell them what format you need. It will help if you say what assistive technology you use.