Microlink PC (UK) Ltd

XRAI

XRAI provides live transcription and translation for hearing impaired in 78 languages/140 dialects. It works with multiple Cloud transcription and translation providers. It is available on Android, iOS, Windows, Mac and selected Augmented Reality smart glasses. It also includes a streaming module which can be used at events and venues.

Features

• Real-time transcription in 78 languages and 140 dialects
• Real-time translation into 78 languages including auto-reverse capabilities
• Transcript management, with the ability to recall and share conversations
• Support for Android, iOS, Windows, Mac and select smart glasses
• Subtitle streaming, allowing a device to broadcast subtitles on Wi-Fi
• Teams integration, providing real-time reverse translation in online meetings

Benefits

• Make your workplace more accessible to deaf/HOH staff members
• Allow employees full contribution to meetings in their own language
• Make events/venues accessible to visitors who do not speak English
• Get transcription and translation across your different devices
• Secure transcription and translation in your choice of Cloud

£1 to £4,000 an instance

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

Framework

G-Cloud 14

Service ID

210248455172988

Contact

Hazel Knights
02380240300
sam@microlinkpc.com

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: XRAI integrates seamlessly with Microsoft Teams to provide fast and accurate captions in 140 dialects. Unlike the captions built into Teams, XRAI captions provide the ability to automatically reverse language pairs to facilitate seamless conversations across languages.
• Cloud deployment model:
  • Public cloud
  • Private cloud
• Service constraints: The application supports Android 11+, iOS 13.7+ and Windows 10+. To utilize the streaming capabilities on WiFi, the network needs to support MDNS and/or UDP Multicast. Whilst the application supports basic offline transcription, for high quality captions, good quality internet / 4G / 5G is required.
• System requirements: The application supports Android 11+, iOS 13.7+ and Windows 10+

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: The standard response times are 48 hours from the receipt of the help request.
• 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: Web chat
• Web chat support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support accessibility standard: WCAG 2.1 AA or EN 301 549
• Web chat accessibility testing: It operates with text and voice and offers translation and accessible with screen readers, Text to Speech and Speech to Text.
• Onsite support: Yes, at extra cost
• Support levels: We are committed to providing comprehensive support tailored to your requirements. Our support levels include Standard and Premium options.; • Standard Support: Gain access to our extensive Help Centre and benefit from timely email support during business hours and access to our knowledge base. ; • Premium Support: Enjoy priority email and phone support during business hours from our dedicated team of experts. This tier also includes a designated Technical Account Manager or Cloud Support Engineer for personalized assistance and strategic guidance. Available for an additional fee.; The cost varies based on the chosen tier and your organization's size. Please reach out to our sales team for detailed pricing tailored to your specific needs.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: XRAI ensures a seamless transition for users with a tailored approach to onboarding. Our comprehensive suite includes accessible resources such as a Help Centre packed with tutorials and FAQs, ensuring self-sufficient learning. There are a number of pre-recorded webinars covering getting started and best practices. For personalized support, opt for 1:1 onboarding sessions with our dedicated team. Download XRAI effortlessly from trusted platforms like the Apple Store, Google Play, Windows, or Teams stores.
• Service documentation: Yes
• Documentation formats: HTML
• End-of-contract data extraction: XRAI stores very little data. No details of the contents of conversations are saved and so there is little data to delete. The only data we store are the names, email addresses and usage information from individuals who have used the service. Customers can request that this data is deleted at the end of the contract.
• End-of-contract process: At the end of the contract the app simply stops working. Any conversations which were stored on users’ devices are still accessible indefinitely. There are no additional costs at contract completion.

Using the service

• Web browser interface: No
• Application to install: Yes
• Compatible operating systems:
  • Android
  • IOS
  • MacOS
  • Windows
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: The mobile and desktop versions of the software are built from the same code base and are near-identical. There are no substantive differences between them.
• Service interface: No
• User support accessibility: None or don’t know
• API: No
• Customisation available: No

Scaling

• Independence of resources: XRAI does not run its own backend infrastructure. Instead, users connect directly to the transcription and translation APIs provided by their chosen hyperscaler (Amazon, Microsoft etc). This way, users can be safe in the knowledge the solution will scale up seamlessly to meet even the toughest demands in terms of usage.

Analytics

• Service usage metrics: Yes
• Metrics types: Number of individual users; Number of hours of transcribed conversations; Number hours of translated conversations; Number languages used
• Reporting types: Regular reports

Resellers

• Supplier type: Reseller (no extras)
• Organisation whose services are being resold: XRAI Limited

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: None

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 Tigerscheme qualified provider or a CREST-approved service provider
• Protecting data at rest: Other
• Other data at rest protection approach: We do not store any data. Data is stored on users’ devices and encrypted according to the MDM policies / platform deployed by the end customer. The only data which is stored is stored in HubSpot who comply with all the relevant protection of data at rest requirements.
• Data sanitisation process: No
• 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: Conversations can be exported from the application in plain text format for storage elsewhere.
• Data export formats: Other
• Other data export formats: Text file
• Data import formats: Other
• Other data import formats: There is no ability to import data

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: We offer a 99.9% uptime guarantee, which mirrors the SLA of the underlying cloud services we leverage. There are no refunds for missed SLAs, although customers are free to cancel their contract in the event of breached SLAs.
• Approach to resilience: XRAI utilizes a series of platform services delivered by the Hyperscalers, such as AWS Cognito / Azure ADB2C for login, AWS Transcribe/Translate, Azure Cognitive services etc. All of these platform services are made highly available by the hyperscaler themselves and we take advantage of this resilience.
• Outage reporting: We do not track / report on outages as users are not connecting to our platforms but instead directly to the hyperscalers. Outages relating to their services can be received using any of the three methods.

Identity and authentication

• User authentication needed: Yes
• User authentication: Other
• Other user authentication: We authenticate users accessing our service through Single Sign-On (SSO) integration with Entra ID, Google IDs, and other identity providers. This enables seamless and secure authentication for our users across multiple platforms and services. SSO streamlines user access while maintaining robust security measures, ensuring efficient and reliable authentication processes.
• Access restrictions in management interfaces and support channels: Access to management interfaces is restricted as our system architecture does not include such interfaces. Support channels are accessed securely through unique user credentials, ensuring that only authorized personnel can engage with them. These measures effectively limit access to sensitive functionalities and information, bolstering the security of our operations and support infrastructure.
• Access restriction testing frequency: At least every 6 months
• Management access authentication: Other
• Description of management access authentication: Management access to our service is not applicable, as the application does not incorporate distinct user roles or levels of access. Therefore, there are no authentication measures specifically tailored for management access. The application operates on a single-user basis without differentiation between management and regular users. As a result, all users interact with the service using the same authentication method.

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: At least 12 months
• Access to supplier activity audit information: Users contact the support team to get 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
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: No

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: No
• Security governance approach: In our approach to security governance, we prioritize the implementation of industry best practices, particularly drawing from the framework outlined in ISO/IEC 27001. While we haven't undergone formal auditing yet, we apply its principles, ensuring device security and regular updates. Additionally, we enforce the principle of least privileged access to mitigate risks effectively.
• Information security policies and processes: We follow essential information security policies and processes to safeguard data and meet regulatory requirements. Our policies cover key areas like data classification, access control, encryption, incident response, and routine security checks. With a straightforward reporting structure, we ensure accountability and enforcement. Our compliance efforts include basic employee training, periodic audits, and simple technical controls such as access restrictions. We monitor network activities for any anomalies and use straightforward reporting methods to track policy adherence. While we prioritize simplicity, we also remain adaptable, regularly reviewing and updating our practices to align with industry standards and emerging threats.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Our configuration and change management processes involve tracking service components over their lifecycle. Changes are assessed by our technical experts for potential security impacts, ensuring transparency and risk mitigation.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Our vulnerability management process begins with continuous monitoring of potential threats to our services, primarily through GitHub. GitHub's continuous scanning of libraries for updates and vulnerabilities serves as a proactive measure in identifying potential risks. Upon detection, our team swiftly assesses the severity and impact of these vulnerabilities. We prioritize the rapid deployment of patches to mitigate any identified risks, ensuring the timely protection of our services and data. Additionally, we stay informed about potential threats through reputable sources such as security advisories from software vendors, industry news, and relevant security communities.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Our protective monitoring approach involves continuous monitoring of our systems and networks to identify potential compromises. We utilize a range of tools and techniques to detect anomalies and suspicious activities promptly. When a potential compromise is identified, we immediately initiate investigations and containment procedures. We prioritize swift response times, aiming to mitigate incidents as quickly as possible to minimize any potential impact on our systems and data. Our goal is to ensure the integrity and security of our infrastructure and data through proactive monitoring and rapid incident response.
• Incident management type: Supplier-defined controls
• Incident management approach: Our organization follows supplier-defined controls for incident management processes. While we don't adhere to specific recognized standards, we have established internal incident management protocols. These include predefined processes for common events to ensure swift and effective responses. Users report incidents through designated channels, such as our helpdesk or a dedicated email address. Following incident resolution, we provide incident reports internally to stakeholders involved in incident response and management, ensuring transparency and accountability.

Secure development

• Approach to secure software development best practice: Supplier-defined process

Public sector networks

• Connection to public sector networks: Yes
• Connected networks: Other
• Other public sector networks:
  • Customers who utilize Microsoft ExpressRoute/AWS DirectConnect can
  • Use these networks to connect to their hyperscaler of choice.

Social Value

• Social Value:

  Social Value

  • Fighting climate change
  • Covid-19 recovery
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  Microlink has a published Carbon Reduction Plan, available on our website, and updated annually. We are committed to achieving Net Zero by 2050 and our SBTi verified Near-Term target of a 42% reduction by 2030. Approximately 80% of our employees work remote which reduces our emissions from commuting. It has also allowed us to “shut down” the upper floor of Microlink House, greatly reducing our Scope 1 and 2 Emissions from gas and electric usage. We are working with our supply chain to reduce downstream emissions through providing information and tools to help our supply chain calculate and reduce emissions. As most of our suppliers are SMEs, they are just beginning their carbon reduction journey, but Microlink are making a concerted effort to help them on their “path to green”. We encourage our supply chain to make their products and packaging as sustainable as possible, through recycling or reusing of products. To monitor downstream emissions, we audit our suppliers and sub-contractors annually on a variety of environmental and emissions-related factors. The Microlink warehouse have a cardboard shredder allowing them to recycle cardboard waste into recyclable packaging for our products. Through our Clear Desk Policy, we have drastically reduced our paper waste across the company. As of 2023, none of the waste produced by Microlink was sent to landfill; waste that was not recycled was turned into energy through the Veolia “Waste to Energy” Scheme. We have partnered with the DPD EV delivery fleet which has helped us reduce our downstream transportation and distribution emissions and reduce the amount of air pollution created. As of 2023, all DPD deliveries for Microlink were completed through their EV fleet. We are researching the installation of gas pumps and a solar panel array and battery to further reduce our Scope 1 and 2 emissions.

  Covid-19 recovery

  Microlink’s products and services have enabled a quarter of a million people to alleviate their health conditions and disabilities, across both the education and employment sectors. This has never been more relevant than now in the post-COVID environment. Covid showed how it was possible with modern technology to provide disability support services remotely either in the office or at home. This has enabled Microlink to grow its business in the UK and expand its services abroad with benefit to the UK economy. In addition our work in education and accessible recruitment is enabling more disabled students to transition into work successfully.

  Tackling economic inequality

  Microlink are an equal opportunities employer with a strict policy applied to employees; our processes are conducted on merit and suitability. Recruitment procedures and employment conditions are aligned to the Good Work Plan and our Equality and Diversity policy and regularly reviewed to ensure they remain non-discriminatory. Over 45% of Microlink’s current workforce are self-declared as being disabled. These staff members are at the forefront of our management team, our client-facing activities and our market leading research and development team. Microlink is a Disability Confident employer and look to assist other businesses to become Disability Confident. We have won a range of awards related to this, including the National Diversity Award 2015 and have been recognised as a Disability Champion by the Business Disability Forum. As a business we value education greatly –three members of our Senior Management Team act as school governors in their local area. We strongly believe that the delivery of quality services is reliant on providing workplace opportunities to graduates to train into the levels of experience that our UK business requires. Therefore, it is important to us to give back and help younger people gain valuable experience. within a technical and consultative environment such as ours. We are always open to accommodating graduates and provide work experience to local students. We work with Schools and Colleges to train teachers and employers with the skills necessary to encourage young people with disabilities to achieve their full potential at work and in life. We routinely maintain an innovation and research programme targeted at ensuring that the company’s knowledge and expertise is completely up to date and researching technology-based methods for enhancing our service. This entire programme encompasses evaluation, testing, trial and marketing of new innovative assistive technologies as they become market-ready.

  Equal opportunity

  Our vision is to create an inclusive society which embraces diversity and releases the potential to advance humanity. We are an equal opportunities employer. We welcome applications from all groups of society. We regularly review remuneration surveys to ensure that pay is fair and relevant to location. We adhere to policies such as Employment Standards, Ethics, Equality & Diversity, Recruitment & Retention, Reasonable Adjustment and the Equality Act 2010. Candidate CV’s received for any role are anonymised. The recruiter will review the qualifications and experience required to fulfil a role to remove unconscious bias. When inviting a candidate for interview, we are clear about its format, time, length, how many people will be on the panel and their roles. We typically do not publish the interview questions in advance but will forward to candidates if requested. We use language that can be understood by all. We ask if we can make an adjustment for the interview itself and to share information about a disability, health condition or communication difference e.g additional time to respond to questions, BSL support or closed captioning (subtitles) if there is a hearing challenge for example. DSE for all new employees and Access to Work applications are made within the first six weeks of employment. We supply the right tools to enable the individual to carry out their duties. Career progression is available via on the job learning or gaining further qualifications. Mentoring and coaching is available. We accept students for work experience and have and will use apprenticeship initiatives. We give our employees every opportunity to succeed as they are the future of the company. We value every contribution that our employees make. Employees succeed due to their individual performance efforts. Individuals undergo a monthly 1-1 to discuss their performance and identify any skill gaps.

  Wellbeing

  The pandemic taught us everyone that loneliness and social isolation has a devastating impact on our health and wellbeing. Microlink is The employer is an extension of an employee’s family, not just an employer. We listen and help in whatever way we you can. We strive for contentment and have a transparent relationship with employees. We are signed up to Mindful Employer and implement the 6 standards in the Mental Health at Work commitment including promoting an open culture around mental health, a systematic programme of activity and providing mental health tools. We use scientifically designed impact studies to build employee engagement and foster wellbeing in Microlink. We encourage open discussions about what the problems may be via 1-1’s with line managers, HR and Mental Health Champions. We embrace wellbeing initiatives and we regularly train our line managers in how to begin conversations. For employees who need specialist 1-1 counselling, we signpost them to the Company Counsellor for confidential help and guidance. We have a clear communication practice in place to advise staff. we do this weekly and our messages are recorded akin to daily news bulletins on the TV which are then subsequently circulated in an accessible video. We take part in group activities. Bake off days and other events, for example. We volunteer to help local communities such as local colleges and schools by giving our time to undertake mock interviews or opening up our workplace for specific work experience. We are open to volunteering ventures to make the lives better for our local communities and have, in the past painted and gardened. We have raised money and donated to local charities. We practice what we preach and provide mental health support and guidance to clients through our services.

Pricing

• Price: £1 to £4,000 an instance
• Discount for educational organisations: No
• Free trial available: Yes
• Description of free trial: Yes, we offer a free trial for our consumer version of the application, identical to the enterprise version for evaluation purposes. The trial includes all features with a usage limit of 600 minutes.

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