SOLOPROTECT LIMITED

SoloProtect - Lone Worker Protection

Personal safety solutions for workers & employees, providing 24/7 emergency support at the push of a discrete panic button via a dedicated device or mobile app. Our operators will locate you, listen in to the live incident & dispatch to the emergency services if needed, 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
• 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

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

Framework

G-Cloud 15

Service ID

256302655040457

Contact

Enquiries
01143996000
sales@soloprotect.com

About your service

• Service categories:

  Applications

  Production and operations

  • Other operations
• Multi cloud support: Yes

Service scope

• Software add-on or extension: No
• Cloud deployment model: Public cloud
• Service constraints: No
• System requirements:
  • For App's - Android or iOS
  • For SoloProtect Insights (Customer Portal) - access to internet browser

User support

• Email or online ticketing support: Yes
• Support response times: Emails are acknowledged immediately and responded to with 48 hours. Our online customer portal (SoloProtect Insights) faciliates imnediate changes by the customer thenselves.
• 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) weekdays.; 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: Yes

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:
  • HTML
  • 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.
• Documentation accessibility standard: None or don’t know
• How the documentation is accessible: User guides are provided to clients and their users on deployment of the solution. ; ; Additionally we run bi-weekly webinars on the use of the Customer Portal - SoloProtect Insights, where other important information is available to users.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: There are no differences.
• 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 have not yet completed this.
• API: No
• Customisation available: Yes
• Description of customisation: Service processes can be customised through discussion with our Sales & Account Management Team.

Scaling

• Independence of resources: We are continually well resourced through a combination of demand analysis including seasonality, multiple team shifts spanning the 24/7 period of 365 days per year and ability to call on other staff members at times of high demand where needed.

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 = 3.9 secs; Time to verify; Target = 90 secs; Current Actual = 33.3 secs
• Reporting types:
  • Real-time dashboards
  • Regular reports
  • Reports on request
• Resource tagging: Yes
• FOCUS resource tagging: No

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: 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: Complies with a recognised standard (for example CSA CCM version 4.0)
• 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 CSA CCM v4.0
  • Physical access control, complying with another standard
  • Encryption of all physical media
• 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: Deleted data can’t be directly accessed / Cryptographic Erasure

Data importing and exporting

• Data export approach: Via Excel exports from within Insights - our Customer Portal.
• 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: Our dedicated lone worker devices are designed to indicate to the user if there is a lack of connectivity so they will know immediately in the unlikely even of a service outage. ; ; 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:
  • Multi-Factor Authentication (MFA)
  • 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 once a year
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • 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 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

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: 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.
• Software Security Code of Practice: Yes

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: Supplier-defined controls
• 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: Supplier-defined controls
• 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: Supplier-defined controls
• 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.
• 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: Our 1 month free trial is essentially our full service.

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: 0%
• Between £1,000,001 and £2,500,000: 0%
• Between £2,500,001 and £5,000,000: 0%
• Over £5,000,001: 0%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Citation ISO Certification Limited
• ISO/IEC 27001 accreditation date: Friday 12 June 2020
• 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: National Security Inspectorate
• ISO 9001 accreditation date: Thursday 8 July 2021
• What the ISO 9001 doesn’t cover: N/A
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: Yes
• Who accredited the PCI DSS certification: Citation ISO Certification Limited
• PCI DSS accreditation date: Friday 12 June 2020
• What the PCI DSS doesn’t cover: N/A
• Cyber essentials: No
• Cyber Essentials Alternative: None of the criteria
• Cyber essentials plus: Yes
• Please provide your Cyber Essentials Plus Certificate Number: A2baf9ec-46e8-4648-bec6-f5bf20df18cd
• Other security certifications: Yes
• Any other security certifications:
  • EN50518 - European Standard Alarm Receiving Centres
  • BS8484 - British Standard Lone Worker Devices/Services
  • BS 7858: British Standard for Security Screening
  • BS 9518: British Standard Processing Alarm Signals by an ARC
  • British Security Industry Association
  • National Police Chiefs Council Compliant

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

    • Providing opportunities for, and measuring and monitoring of, staff workforce conditions over time, including employee engagement, involvement in decision-making and satisfaction and adapting to any changes in the results, with clear processes for acting on issues identified
    • Plans to engage the contract workforce in deciding the most important workplace issues to address
    • Ensuring new workers are informed of their right to join a trade union
    • Monitoring of employee engagement rates (by protected characteristic) and, where necessary, the development of actions to ensure all voices are heard across the diversity of the workforce
    • Employment contracts that reflect actual hours worked; steps taken to ensure employees understand their contracts and have the ability to review and adjust them if actual hours regularly exceed contracted hours
    • Activities that support an environment where staff are educated about, and feel empowered to, address their physical wellbeing
    • Activities that support an environment where staff are educated about and feel empowered to report and address bullying and harassment
    • Activities to cascade good practice on fair working conditions throughout the supply chain
    • Offer a pay and leave entitlement to all eligible staff who become kinship carers, ideally equivalent to statutory adoption pay and leave
    • Payment of more than the National Minimum Wage or National Living Wage (as appropriate) to the contract workforce
    • Monitoring and reporting of gender and ethnicity pay gaps and plans to address them where necessary
    • Entitlement to sick pay for the contract workforce, with provision in place for any staff who do not meet the earnings threshold for statutory sick pay, payment of sick pay from day one of absence and payment of staff on the contract workforce who are off sick a replacement income of 100% of their usual earnings for as long as possible
    • 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 the contract workforce by providing career advice, and providing opportunities for staff working on the contract with in-work progression career development into known skills shortages or high growth areas
    • Volunteering opportunities for staff
    • Understanding of the modern slavery risks and issues affecting the market, industry, sector or country (of origin or of source) relevant to the contract, and the workforce in the supplier’s own organisation and those of its key subcontractors
    • Measures to identify, mitigate and manage modern slavery risks relating to the contract and how these will be implemented
    • Outline policies and practices to be applied to or put in place for the contract to mitigate and manage modern slavery risks, including: Pre-employment checks, recruitment practices. Workplace conditions, safeguarding plans and processes in place and regular monitoring with relevant groups considered, which may include sampling
    • How these flow down the supply chain and are monitored Illustrative examples include reporting, site visits, audits, etc.

  • 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.

    • Delivery of additional environmental benefits through the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies

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