SOLOPROTECT LIMITED

Lone Worker / Personal Safety Protection Services

Personal Safety Management service providing peace of mind for lone workers by providing access to a 24/7 monitoring centre at the push of a button from an App or dedicated device (ID or fob).

Operators are listening immediately with ability to escalate to emergency services faster than a 999 call.

Features

• Dedicated Device or Smartphone App & Panic Button
• Alarm Receiving Centre listening on push of a button
• Incapacitation feature for slips, trips or falls
• Ready2Talk: two way live operator chaperone for users anticipating risk
• Geolocation (GNSS / GPS) enabled
• Timers & Check in / Check out features
• WiFi calling for when you don't have a phone signal
• Workforce Safety Management portal for information & data management
• Cyber Essentials Plus accredited, personal information is secure
• Industry Accredited (BS8484, EN50518, ISO27001, ISO9001)

Benefits

• Fast connection time to ARC operator & fastest incident verification
• Guaranteed Level 1 Police Response for genuine incidents
• 4G devices ensuring future-proof service beyond 3G network closure
• Sophisticated business continuity for maximum availability of service
• Easy to use smartphone application/devices to raise discreet alarms
• Incapacitation feature creates alarms if user slips. trips. falls, etc
• Monitoring Timer supports low / no cellular coverage situations
• Maximise usage with detailed performance analytics and online tools
• Client data is protected in line with GDPR requirements
• Client support to maximise user engagement with the service

£2.50 a unit a month

• 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 info@soloprotect.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

143300848469567

Contact

Enquiries
01143996000
info@soloprotect.com

Service scope

• Software add-on or extension: No
• Cloud deployment model: Private cloud
• Service constraints: No
• System requirements:
  • Smartphone (Android or iOS)
  • Access to internet browser

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Customer Service available - 8am - 5.30pm Monday to Friday; Customer Service Calls answered within 7 seconds ; 48 hour response time for email tickets
• 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: Yes, at extra cost
• Support levels: Customer support provided by a dedicated team (08:00 - 5:30pm).; Dedicated account management support available.; Key account management provided for large or complex deployments.; Alarm Receiving Centre for handling panic alarms available 24/7 & 365 days a year.
• Support available to third parties: No

Onboarding and offboarding

• Getting started: We have a tried and tested, defined onboarding process that includes the following:; ; Training - choices of Webinar, Phone based, Online E-learning, 'train the trainer' superuser and face to face training, depending on deployment model required. ; ; FAQ's - Access to Device specific or Customer Workforce Safety Management portal self help guides are available together with tutorials within the portal. ; ; Customer Support - Phone and email based customer support delivered by a team of in house experts.; ; Documentation - Physical user guides and other marketing tools are available including quick reference guides and posters.; ; Online - Further support and guidance available via our Youtube channel and direct from our website.
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: Users can export the majority of their data using SoloProtect Insights, any data not covered off in the exports provided can be requested via our customer call centre. The data below can be extracted from Insights:; ; - Users; - Groups; - Escalation Lists and Contacts; - Devices; - Analytical data
• End-of-contract process: Our end of contract process comes at no cost at all. It is simply defined as part of the service. ; ; Upon termination of the contract decommissioning will occur which will involve the removal/redaction of customer data. For any data which we are required to keep pursuant to legal and/or regulatory obligations, or data falling outside that process, such data is kept in line with our Retention Policy which can be found on our website, policies section. ; ; Where devices are to be returned, our Customer Services Team work with your teams to arrange the collection of these.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • Microsoft Edge
  • Chrome
  • Safari
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: Fully optimised
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: The service is managed via our Customer Workforce Safety Management portal called "Insights" which allows your organisation to add, change, delete user details, assign escalation contacts to users, update device or app information, assign devices to users, make devices live on the system, manage onboarding process including audit of online training completion / User & escalation data completion. ; ; Additionally access detailed analytics for service performance including onboarding, usage and alarm reports, FAQ and help guides and online training.; ; An Insights Administration Service (Our Customer Services Team complete the above on your behalf) is available as an optional extra.
• Accessibility standards: None or don’t know
• Description of accessibility: The Customer Workforce Management portal is accessible via an internet browser which is also optimised for access on laptop, PC, smartphone and tablet. ; ; Access is controlled according to user permissions (using Account ID, User ID and Group ID's) and is accessible by username and password authentication.; ; Users can access and update their own personal information. ; ; Managers & System Administrators can assign app's/devices to users and update key details (escalation contacts etc) that support effective alarm handling.
• Accessibility testing: We use automated testing to test interfaces on a regular basis. We also have a Quality Assurance team who test interfaces separately as part of every update or release.
• API: Yes
• What users can and can't do using the API: All current functionality within the interface can be performed using the API.; ; In order for a customer to use the API they would need to set up integration on their side (through the potential use of a third party plug in).; ; There are no limitations to changes.
• API documentation: Yes
• API documentation formats: Open API (also known as Swagger)
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Functions and features can be configured to suit our individual clients requirements.

Scaling

• Independence of resources: We have load balancers in place to adequately assess bandwidth of the service, ensuring continuity of service for users. ; ; The service has a 99.999% uptime SLA in place which we adhere to.

Analytics

• Service usage metrics: Yes
• Metrics types: Usage is split into three categories - Usage, Onboarding and Training Completion and Alarms. ; ; 1.Usage ; Usage Ranking (high to low); Latest Activity; Non Usage; Low Signal; Low Battery; Device with no user assigned; ; 2.Onboarding and Training Completion; User Status; Trained; Untrained; Incomplete Profiles; ; 3.Alarms; - Red Alerts ; - Incapacitation Alerts; - False Alerts; ; Customer Support Metrics; All calls answered within 7 seconds; All emails responded to within 48 hours; ; ARC Metrics; Time to connect call to operator; Target = <5 secs; Current Actual = 4.1 secs; Time to verify; Target = 90 secs; Current Actual = 33.3 secs
• Reporting types: Real-time dashboards

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: Up to Baseline Personnel Security Standard (BPSS)

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: No
• Datacentre security standards: Supplier-defined controls
• Penetration testing frequency: At least once a year
• Penetration testing approach: Another external penetration testing organisation
• Protecting data at rest:
  • Physical access control, complying with another standard
  • Encryption of all physical media
• Data sanitisation process: Yes
• Data sanitisation type: Deleted data can’t be directly accessed
• 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 export approach: Via Excel exports from within Insights - our Customer Workforce Safety Management platform.
• 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: TLS (version 1.2 or above)

Availability and resilience

• Guaranteed availability: Alarm Receiving Centre ; Up Time Availability SLA = 99.999%; ; Insights - Customer Workforce Safety Management Portal SLA ; Up Time Availability SLA = 99.999%
• Approach to resilience: SoloProtect deploys multiple internet lines which run on diverse carriers through separate local exchanges.; ; Power is backed by highly available UPS’s and fuel-powered generator. ; ; All internal equipment and servers are configured to be at least N+1 including firewalls, switches and servers. ; ; Service uptime for the previous 12 months is 100%.
• Outage reporting: Email alerts are sent in the unlikely event of any service outages as well as via our Insights Customer Portal. ; ; Additionally, our dedicated Customer Success (Account Management) Team liaise directly with stakeholders in your business as required.

Identity and authentication

• User authentication needed: Yes
• User authentication: Username or password
• Access restrictions in management interfaces and support channels: Access is restricted by separating user ID, Account ID and Group ID which are associated to each user in the platform. We also restrict access by defining 'user roles' which only allow access to certain areas of the platform.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • Dedicated link (for example VPN)
  • Username or password

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: 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: At least 12 months

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: QMS International
• ISO/IEC 27001 accreditation date: 12/06/2021
• What the ISO/IEC 27001 doesn’t cover: SoloProtect's ISO27001 scope covers the end to end supply of lone worker solutions and monitoring services.
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: Yes
• Any other security certifications:
  • BS8484 - British Standard for Lone Working Device Services
  • EN50518 - European Standard for Alarm Receiving Centres
  • BS7858 - Security Screening of Staff
  • ISO9001 - Quality Management Systems

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards:
  • ISO/IEC 27001
  • Other
• Other security governance standards: We are also accredited to Cyber Essentials Plus.
• Information security policies and processes: As an ISO27001 certified organisation, SoloProtect maintains an holistic ISMS which provides the structure against which our various security policies and processes are governed. In addition, pursuant to our various sector specific accreditations (BS8484, EN505018, BS8591, BS7858) we also maintain a range of policies and procedures (both of a physical and information security nature) which are specific to our organisation. ; ; The organisations technical risk committee consisting of our Managing Director, VP of Operations, Director of Software Development & IT Manager are responsible for overseeing the ISMS as well as various involvement from department heads in relation to policy and processes specific to their department. ; ; The committee meets regularly with internal audits occurring once per quarter.; ; Finally, within the framework of ISO27001 and our secondary InfoSec accreditation (Cyber Essentials Plus) we undergo annual audit and penetration testing via tiger accredited third parties.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: We use a Service Management platform which includes Incident Management, Change Management, Operations Management and Asset Management. ; ; Changes are raised by the IT team or from an Incident, and all changes must complete a checklist before approval; this checklist includes security & risk impacts. Approval is agreed by the IT Infrastructure team and changes are then planned & communicated to end users.
• Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Vulnerability management approach: We use an endpoint security platform to scan our internal infrastructure. Where patches are detected, these are installed within 14 days to meet the requirements of Cyber Essentials Plus. Potential threats are also detected from the NCSC’s Cyber Security Information Partnership, which SoloProtect is a member of.
• Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Protective monitoring approach: We use a Security Information and Event Management system which monitors traffic from core switches and collects log information from servers & applications. Any high or critical alerts are raised to the IT team who have a 4-hour SLA to investigate and resolve these 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: Incidents are raised by email or self-service portal to the IT service desk. All tickets have a service level contract assigned which includes both a response time and incident completion time. Incident reports can be supplied on demand.

Secure development

• Approach to secure software development best practice: Conforms to a recognised standard, but self-assessed

Public sector networks

• Connection to public sector networks: No

Social Value

• Social Value:

  Social Value

  Wellbeing

  Wellbeing

  Our services offer your employees including lone workers the assurance that they have help on hand at any time, day or night, should their safety or welfare be threatened. This promotes greater confidence in the workforce but also greater levels of wellbeing outside of work as a result of reduced stress for the worker overall. ; ; This provides peace of mind, reduced stress & anxiety and supports people with health conditions with confidence that they can be monitored when needed. ; ; In turn, this can have a positive effect for the organisation through a workforce that feels more supported, where their safety & wellbeing is prioritised & can lead to reduced staff turnover, increased productivity and promotes social responsibility.

Pricing

• Price: £2.50 a unit a month
• Discount for educational organisations: No
• Free trial available: Yes
• Description of free trial: We provide a full experience of the solution as part of any trial so that the entire service proposition can be experienced by any prospective clients. ; ; Trials can be at cost, discounted or free depending on the scale & complexity of the requirement.

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 info@soloprotect.com. Tell them what format you need. It will help if you say what assistive technology you use.