ISL Online Ltd

Remote Desktop Software

ISL Online is a trusted provider of secure and reliable remote desktop software solutions for businesses of all sizes. It is designed to make remote support and remote access easier, more efficient and more productive. The subscription includes support, training, concurrent licencing and is firewall friendly with a 99.99% uptime.

Features

• Remote access
• Unattended Access
• Transparent Reporting
• Transfer Files Securely
• Remote access mobile devices
• Access Windows, Mac, Linux
• Live Chat
• Online Meetings
• Automatic session recording
• Group and share computers

Benefits

• Configure user profiles and define permissions
• Apply your corporate image
• Enable multiple users to work from home
• Provide technical support to your clients anytime, anywhere
• Integrate with other software
• Manage all remote sessions centrally
• Every connection encrypted
• File sharing, clipboard sharing, printer sharing
• Administration mode, reboot the system without losing the connection
• Allow /Deny lists preventing misuse

£75.00 to £958.80 a licence a year

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

Framework

G-Cloud 14

Service ID

221093487351779

Contact

Warren Hawkins
01793 608737
sales@islonline.com

Service scope

• Software add-on or extension: No
• Cloud deployment model:
  • Public cloud
  • Private cloud
  • Community cloud
  • Hybrid cloud
• Service constraints: Less popular mobile devices may not be supported.
• System requirements:
  • Windows, Mac, Linux
  • Mobile Devices Android, Majority of devices
  • IOS Screen Sharing. (iOS 11 and above)
  • Works with Windows 7 onwards
  • Mac OS High Sierra onwards
  • Samsung Android 4.2.2and higher other Android 4 or higher
  • Linux Kernel 2.4 and higher 64 bit
  • IOS compatible screen share (live screen view)

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Weekdays 7.30am to 7.30pm via chat, email, and tickets; Weekdays 8.30am to 5.00pm via phone, email, chat and tickets; On Live Chat via the ISL Online website we try and answer all enquiries with a person within 3 to 10 seconds, and phone calls within five rings during office hours. 24/7 support can be made available dependant on requirements .
• 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: None or don’t know
• How the web chat support is accessible: Web chat via www.islonline.com . Remote support via live chat, providing technical and sales support for website visitors 7.30 to 19.30 Hrs Weekdays.
• Web chat accessibility testing: We have none directly.; Many organisations use the web chat service from commercial industry to education and medicine for internal and external communication.
• Onsite support: No
• Support levels: Depending on the nature of the support enquiry, you may be directed to Level one, two or three support personnel. A technical account manager is provided when requested. Support is included in the purchase price for normal working office hours, excluding weekends and bank holidays. However, you can pay extra for 24/7 support, if you feel you will need it.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: A free fully working trial that can be extended if required. User training videos and self help documentation is available from the website www.islonline.com . We can train onsite or remotely if requested. One to one demos are available in office hours .
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
  • Other
• Other documentation formats:
  • Booklet
  • Manuals
• End-of-contract data extraction: They can download to .CSV, and close the account, then remove the account and its details from the data base when and if they choose to do so.
• End-of-contract process: ISL Online is a subscription service, the minimum period is one year. The subscription does not automatically renew, we will call you and discuss if you wish to renew.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
• Application to install: Yes
• Compatible operating systems:
  • Android
  • IOS
  • Linux or Unix
  • MacOS
  • Windows
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: Desktop service allows full control. Some mobile devices only allow screen sharing and limited control.
• Service interface: Yes
• User support accessibility: WCAG 2.1 A
• Description of service interface: Choose between different viewing options to get the best work experience. Access via the online portal administration and audit management. Add your company logo easily to the GUI.
• Accessibility standards: None or don’t know
• Description of accessibility: The service can be fully accessed via the website portal by those who are established as users and administrators or those with a trial account.
• Accessibility testing: None Directly
• API: Yes
• What users can and can't do using the API: Web API allows you to integrate ISL Online into your third party services, or create your own scripts and work with data related to your ISL Online usage.
• API documentation: Yes
• API documentation formats:
  • HTML
  • PDF
  • Other
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Connect Box, Branded Access Point, Logo, Brand colour, Application & Icon. OEM Branding depending on licence model. ; We can customise the software for you or offer assistance or advice and you can try yourself. Most people ask us to do it for them.

Scaling

• Independence of resources: ISL Online is designed to cope with sudden demand from its users and monitors the demand requirements 24/7. ; ISL Online always chooses the fastest ,nearest server to your location.

Analytics

• Service usage metrics: Yes
• Metrics types: A full set of self-help reports which are easy to use and understand are held in the report dashboard and available at any time.
• Reporting types:
  • Regular reports
  • Reports on request

Resellers

• Supplier type: Not a reseller

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
  • European Economic Area (EEA)
  • Other locations
• User control over data storage and processing locations: No
• Datacentre security standards: Managed by a third party
• 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:
  • Explicit overwriting of storage before reallocation
  • 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: Export to CSV
• 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)
  • Legacy SSL and TLS (under version 1.2)
  • Other
• Other protection between networks: AES 256-Bit End-to-End Encryption for data in transit.; Regardless of the connection type (Standard connection or Direct connection), the content of the remote desktop data stream between the local and the remote computer is transferred through a secure tunnel, protected by symmetrical AES 256-bit end-to-end encryption to meet the highest security standards
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • Legacy SSL and TLS (under version 1.2)
  • Other
• Other protection within supplier network: AES 256-Bit End-to-End Encryption for data in transit.; Regardless of the connection type (Standard connection or Direct connection), the content of the remote desktop data stream between the local and the remote computer is transferred through a secure tunnel, protected by symmetrical AES 256-bit end-to-end encryption to meet the highest security standards.

Availability and resilience

• Guaranteed availability: https://www.islonline.com/legal/service-level-agreement.htm
• Approach to resilience: https://www.islonline.com/company/about-us.htm
• Outage reporting: https://status.islonline.com/; API that allows notifications through the website and software; Inside the software; Email Alerts

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Username or password
• Access restrictions in management interfaces and support channels: ISL Online allows you to tweak security settings to your needs in order to adhere to distinct security standards of your company. You can restrict and disable selected features available within session , such as taking control of the remote computer, transferring files from the customer or to the customer, desktop sharing on the operators side and more.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • 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: 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

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: IQNET
• ISO/IEC 27001 accreditation date: 30 Sept 2023
• What the ISO/IEC 27001 doesn’t cover: UK Office Administrative systems. The UK office admin systems are covered by cyber essentials that is valid Dec 21 2024. Cert Number 404ca497-e356-4447-9c86-dec0736657fc3
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: No
• Other security certifications: No

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: Information security policies are governed by our ISO 27001 certified ISMS. They include, but are far from limited to:; Security Policy; Secure Coding Policy; IOW(s) - procedural guidelines

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Change management is part of our ISO 27001 certification audits. All assets are tracked through their lifetime. Changes are made according to predefined procedures that allow monitoring and rollback at any time. Changes in production are done using the canary deployment strategy to avoid any downtime and impact on the service.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Assessment is done through our ISO 27001 certified incident management workflow. Each vulnerability is assessed based on its criticality. In case of a highly critical patch we have the ability to deploy a patch ASAP. Otherwise it is deployed at next regular deployment cycle ~20x per year. We monitor appropriate channels that notify of newly recognised CVEs which are then entered into our incident management process.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: In house monitoring software (SSM) is deployed on every server we deploy into our network that monitors and alerts when it detects: Configuration Changes; Newly opened ports; Unknown processes; Detected anomalies in network traffic and/or other resources; and more (internal information) Response times are subject to our SLA with responses being provided via the Incident Management Process
• Incident management type: Supplier-defined controls
• Incident management approach: Conforms to ISO 27001.

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 v3.0)

Public sector networks

• Connection to public sector networks: Yes
• Connected networks:
  • Public Services Network (PSN)
  • Police National Network (PNN)
  • NHS Network (N3)
  • Joint Academic Network (JANET)
  • Scottish Wide Area Network (SWAN)
  • Health and Social Care Network (HSCN)
  • Other
• Other public sector networks: Most Networks

Social Value

• Social Value:

  Social Value

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

  Fighting climate change

  The nature of ISL Online remote desktop software, means that you can travel less to resolve issues, it also facilitates working from home with no need for costly infrastructure or servers, Reducing the need to travel to and from the office or in support of staff who work in other offices or locations. Millions of active connections are made each year, saving many journeys and time spent traveling.

  Covid-19 recovery

  Remote desktop software, was essential for many organisations during Covid-19. It meant organisations could connect isolated workers and machines fast and low cost without waiting on new servers or creating new infrastructure . After Covid this low priced service helped companies keep bills down and develop new hybrid working policy's and affordable solutions helping business recovery and the well being of staff.

  Tackling economic inequality

  ISL Online will try and create employment opportunity when ever it can to those that express an interest and can help with the type of work we do. We invest in training and education. We are against discrimination of any kind and believe in fair trade and full transparency and social responsibility.

  Equal opportunity

  We give everyone the same opportunities for employment pay and promotion without discriminating . We provide a workplace handbook that creates a level playing field where everyone is treated fairly regardless of background.

  Wellbeing

  ISL Online has always believed that happy staff, who feel emotionally well and cared about make the company a happy place to be. This helps reduce anxiety and stress. We also encourage staff to go for a 15 minute walk twice a day on company time in small groups. We allow the natural flow of creativity and ideas to flourish.

Pricing

• Price: £75.00 to £958.80 a licence a year
• Discount for educational organisations: Yes
• Free trial available: Yes
• Description of free trial: A full free trial is available for 15 days but can be extended by request.
• Link to free trial: https://www.islonline.com/gb/en/signup/

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