INSIGHTFUL TECHNOLOGY LIMITED

Presence

Presence provides a mobile solution for unifying communication channels, monitor employee communications in real-time and stop non-compliant discussions in their track. Presence is tailored for regulated employees needing to comply with FCA and MiFID guidelines, mitigating the risk of penalties for failure to capture business-related communications, e.g, WhatsApp and Telegram.

Features

• Communications capture
• Real-time monitoring
• Real-time alerting
• Call monitoring
• Behavioural tracking
• Telegram capture
• SMS capture
• Communications unification
• Secure mobile messaging
• Flexible deployment models

Benefits

• FCA compliance
• MiFID Compliance
• Business insights on communications
• Ability to detect and block high risk messages
• Facilitate communication flow
• Enhance internal oversight
• Proactively monitor policy violations
• Prevent reputational damage and employee satisfaction
• Detect employee satisfaction to facilitate resolution
• Increased financial crime supervision

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

Framework

G-Cloud 15

Service ID

210198236689897

Contact

James Houghton
07748484140
enquiries@insightfultechnology.com

About your service

• Service categories:

  Applications

  Content workflow and management

  • Capture
  • Document
  • EDiscovery and forensics

  Enterprise portals and digital workspaces

  • Multi-Audience Portals
  • Integrated Employee Workspaces
• Multi cloud support: Yes

Service scope

• Software add-on or extension: Yes, but can also be used as a standalone service
• What software services is the service an extension to: Presence can connect to various communications supervision software as a capture service, or be used as a standalone.
• Cloud deployment model:
  • Public cloud
  • Private cloud
  • Community cloud
  • Hybrid cloud
• Service constraints: We offer flexibility to our clients, both in hardware requirements and support needs.
• System requirements:
  • Android
  • IOS
  • Internet connection

User support

• Email or online ticketing support: Yes
• Support response times: Mon–Fri 08:45–17:45 UK (excl. bank holidays); out of hours next business day. ; ; SLAs: P1 (service down / no one can log in or view data / collection-indexing down): respond ≤15m, updates hourly.; ; P2 (several users or one data source/core function affected): respond ≤15m, updates 2-hourly. ; ; P3 (single user or noncritical function): respond 1 business day. ; ; P4 (minor/nonblocking or general queries): as appropriate.
• User can manage status and priority of support tickets: No
• Phone support: No
• Web chat support: Yes
• Web chat support availability: 9 to 5 (UK time), 7 days a week
• Web chat support accessibility standard: WCAG 2.2 AA
• Web chat accessibility testing: We use Zoho's Sales IQ chatbot feature. Zoho publicly states that all it's cloud services aim to meet WCAG 2.2AA.
• Onsite support: Yes
• Support levels: Fist level web chat and email support Second level account team Meetings with product through the year as needed to discuss further product enhancement
• Support available to third parties: Yes
• AI chatbot: Yes

Onboarding and offboarding

• Getting started: Support throughout entire onboarding process with regular check-ins, online training for compliance staff and detailed user guides both for portal and mobile device usage.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: Part of the offboarding process through contacting account team, data can be FTP or API delivered and then deleted from Insightful Servers.
• End-of-contract process: Any data held is returned, connectors to data sources removed and logins deleted.
• Documentation accessibility standard: WCAG 2.2 AA

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
• Application to install: Yes
• Compatible operating systems:
  • Android
  • IOS
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: Mobile devices may download the App, or can access communications capture through native applications. Additionally, a desktop portal is available for advanced analytics and insights from captured users as well as monitoring and alerting.
• Service interface: No
• User support accessibility: WCAG 2.2 AA
• API: No
• Customisation available: Yes
• Description of customisation: Choice of feeds, reporting structure and alert triggers. Choice of deployment models and types.; As part of the scoping and implementation process potential clients are able to determine which features and feeds they would require.

Scaling

• Independence of resources: We use dual datacentres in active - active configuration to ensure maximum resilience with each datacentre having its own inbuilt resilience. This is implemented to meet the ISO 22301 business continuity requirement. This is in addition to our load balancing and detailed monitoring.

Analytics

• Service usage metrics: Yes
• Metrics types: Usage, Throughput, number of objects processed and pipeline status
• Reporting types:
  • Regular reports
  • Reports on request
• Resource tagging: No
• FOCUS resource tagging: No

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: Developed Vetting (DV)

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations:
  • United Kingdom
  • European Economic Area (EEA)
  • Other locations
• 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: ‘IT Health Check’ performed by a CREST-approved service provider
• Protecting data at rest:
  • Physical access control, complying with another standard
  • Encryption of all physical media
  • Scale, obfuscating techniques, or data storage sharding
• Data sanitisation process: Yes
• Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v4.0, CAS (Sanitisation) or ISO/IEC 27001
• Data sanitisation type:
  • Explicit overwriting of storage before reallocation / Secure Erase
  • Physical Destruction / Hardware containing data is completely destroyed

Data importing and exporting

• Data export approach: FTP , API or Download options on platform
• Data export formats:
  • CSV
  • Other
• Data import formats:
  • CSV
  • Other

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • Private network or public sector network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway

Availability and resilience

• Guaranteed availability: Commit to a 99% uptime SLA for full portal access. (more information available on request)
• Approach to resilience: Embedded security features such as: - Denial of service attacks + alerting - External security monitoring - Perimeter firewalls - Active- active replication - Unique tokens generated for each session -Full audit of access and services - HTTPS/TLS1.2 or higher VPN, same for SFTP or AES256 (or higher) (more information and certification available on request)
• Outage reporting: Yes, via several means, Email , phone call and API- can be client dependent Finally, we’re certified to ISO 9001 service quality standards. We share monthly service reports and hold monthly service review meetings to discuss all service and website performance metrics. Our monitoring system measures the platform and its internal processing KPIs 24x7 and provides reports via a live web interface/dashboard. Measurements include processing time and the number of objects collected, indexed and stored.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
• Access restrictions in management interfaces and support channels: Through unique token generation for login and MFA for accessing platform. No user IDs or passwords are stored in cache memory or elsewhere All access is fully auditable, logged and available to the customer
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • 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: User-defined
• Access to supplier activity audit information: Users have access to real-time audit information
• How long supplier audit data is stored for: User-defined
• How long system logs are stored for: User-defined

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: Insightful Technology operates an Information Security Management System (ISMS) supported by documented policies and procedures, including an ISMS scope, risk assessment and risk treatment methodology, a Statement of Applicability, an Incident Reporting Procedure, a Business Continuity Management Policy, and controls for secure storage and transfer of electronic information.; ; Reporting structure: The Chief Operating Officer (COO) acts as the Information Security Manager and is responsible for ensuring the ISMS is implemented and maintained, coordinating day-to-day security activities, and reporting ISMS performance to senior management. The Senior Management team reviews the ISMS at least annually (and following significant change) and records minutes/actions.; ; Ensuring policies are followed: The COO/ISM ensures staff and appropriate external parties are familiar with security policies via email communications and defined reporting routes. All security incidents or weaknesses must be reported via the Incident Reporting Procedure. All staff are required to complete annual security awareness training, pass an assessed multiple-choice test (with re-take if required), receive a completion certificate, and annually confirm their understanding and commitment to key information security policies and procedures.
• 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 configuration and change through OMS change tickets, which track components from request to closure. A change is raised using a Normal, Standard, or Emergency template and submitted for authorisation (Stage: Submission; Status: Submitted for Authorization). A Change Manager approves, rejects, or requests more information. In planning we assess security impact by recording Impact, rollout plan, backout plan, checklist, and downtime. The plan is reviewed by an Approval Manager before implementation. Implementation tasks are executed and marked complete, with Status set to Backout if issues arise. Completed changes move to Review and then Close with a closure code.
• Vulnerability management type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Vulnerability management approach: Our vulnerability management process is governed by our Operational Management System (OMS). We identify threats through monthly vulnerability scans and ad-hoc alerts from Microsoft Technet Security Updates, NVD (nist.gov) and relevant sources. Scan results are ranked Critical/High/Medium/Low and drive remediation targets: Critical <7 days, High <1 month, Medium <2 months, Low <3 months. Patches are deployed using our patch management platform; critical issues are patched immediately within 7 days and prior-month High items in the current month. For urgent items, we open a security incident ticket, assess relevance/impact, test in a test system, then raise a change request for implementation.
• Protective monitoring type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Protective monitoring approach: We use automated monitoring and SEIM to detect potential compromises in real time. Alerts are categorised by severity and trigger immediate ticket creation and email notifications to engineers. Incident response follows ITIL-based processes: audit log analysis, firewall adjustments, and escalation to the Information Security Manager and COO for critical issues. Priority 1 incidents are acknowledged within 15 minutes and updated hourly until resolved. Priority 2 incidents receive updates every 4 hours, and Priority 3 incidents every business day. Customers are informed through ticket updates and email notifications during mitigation.
• 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: We use predefined processes for common events (e.g., unlocked devices, password disclosure, malware alerts, media/data loss). Users and customers log incidents via our service desk (email, system UI, IM or phone); tickets are categorised by severity (S1–S4) and security incidents are escalated to the COO/Information Security Manager. The ISM triages and, where required, escalates to pre-identified incident leads; progress is tracked through updates to the security incident ticket. Customers receive status updates via ticket replies (hourly if resolution exceeds 1 hour) and a closure report using a Security Incident Resolution Template, including the resolution and lessons learned.
• Post-quantum cryptography secure: Yes

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: No
• Free trial available: No

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

• Less than £250,000: 5%
• Between £250,000 and £500,000: 10%
• Between £500,001 and £1,000,000: 15%
• Between £1,000,001 and £2,500,000: 20%
• Between £2,500,001 and £5,000,000: 25%
• Over £5,000,001: 30%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: LRQA
• ISO/IEC 27001 accreditation date: Tuesday 17 December 2024
• What the ISO/IEC 27001 doesn’t cover: Outsourced Development (we do not outsource)
• ISO 28000:2022 certification: No
• ISO 9001 certification: Yes
• Who accredited the ISO 9001 certification: LRQA
• ISO 9001 accreditation date: Tuesday 17 December 2024
• What the ISO 9001 doesn’t cover: Outsourced Development (we do not outsource)
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: 2ac5a563-742d-4316-b999-d006e2f2244b
• Cyber essentials plus: Yes
• Please provide your Cyber Essentials Plus Certificate Number: Dea12227-ef14-4fca-97ce-35be6871b00e
• Other security certifications: Yes
• Any other security certifications:
  • SOC 2 Type 2
  • HIPPA
  • BSI 10008
  • ISO 22301

Social value

• Section B - Commitment for Future: Delivery:

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 1: Fair work: That offers fair wages and good working conditions. Help people get a job, stay in work, and progress in their careers, with good employment opportunities across the country. Notes: Where there is a large proportion of labour costs in the contract, commercial teams should consider MAC in Outcome 1 as a priority

    • Payment of more than the National Minimum Wage or National Living Wage (as appropriate) to the contract workforce
    • Understanding of in-work progression issues affecting the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors
    • Measures to support in-work progression to help people in the contract workforce, to move into higher paid work by developing new skills relevant to the contract
    • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications

  • Mission: Make Britain a clean energy superpower: To cut bills, create jobs and deliver security with cheaper, zero-carbon electricity by 2030, accelerating to net zero

    Policy Outcome 4: Sustainable procurement practices: Reducing carbon footprints, minimising waste, and promoting the use of clean energy and green technologies.

    • Understanding of opportunities for additional environmental benefits delivery in the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
    • Collaborative ways of working with the supply chain to deliver additional environmental benefits in the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies

  • Mission: Break down barriers to opportunity: By reforming our childcare and education systems, to make sure there is no class ceiling on the ambitions of young people in Britain

    Policy Outcome 6: Employment and training: For those who face barriers to employment

    • Inclusive and accessible recruitment practices, and retention-focused activities, including those provided in the Guide for line managers on recruiting, managing and developing people with a disability or health condition
    • Working conditions which promote an inclusive working environment and promote retention and progression

  • Mission: Break down barriers to opportunity: By reforming our childcare and education systems, to make sure there is no class ceiling on the ambitions of young people in Britain

    Policy Outcome 7: Creating a pipeline of opportunities: For the contract workforce, reducing barriers to entry for under-represented groups.

    • Creation of outreach activities to create a pipeline of employees for the future contract delivery
    • Content of the outreach activity is designed to suit the target cohort
    • Advertising, promotional and outreach activities designed to raise awareness of the offer to reach the target cohort

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