Queue-Fair

Queue-Fair Free Online Queue

Queue-Fair Free Online Queue is similar to our full Virtual Waiting Room service but has limited features. It protects websites and applications during high-demand periods. It controls visitor flow to prevent server overload, maintain availability, and ensure stable performance. It's used for small events and proof of concept purposes.

Features

• Unlimited Waiting Room Inflow and Capacity (Queue Size)
• Outflow limited to 10 visitors per minute
• Visual Customisation Options limited to custom logo and background
• All integration Adapters available
• Real-time traffic dashboards with exportable reporting and analytics tools.
• Comprehensive event logging with downloadable audit and governance records.
• UK-hosted infrastructure with defined performance, capacity, and availability metrics.
• Adjustable queue order settings including FIFO or optional randomisation.
• 5-minute install.

Benefits

• Maintains your service availability during high-demand digital events.
• Eliminates risk of website or app overload causing downtime.
• Provides transparent, fair user access during peak activity periods.
• Reduces pressure on support centres during major demand surges.
• Supports UK data residency and government security requirements.
• Enables predictable performance for public-facing online services.
• Supports controlled user access during scheduled or unscheduled demand spikes.
• Helps manage planned events requiring controlled visitor throughput.
• Enables real-time communication of waiting times and queue position

• 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 support@queue-fair.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

266155325045551

Contact

Matt King
03335432108
support@queue-fair.com

About your service

• Service categories:

  Applications

  Customer relationship management

  • Digital commerce
• Multi cloud support: Yes

Service scope

• Software add-on or extension: No
• Cloud deployment model: Public cloud
• Service constraints: None
• System requirements:
  • Queue-Fair is used to protect websites, APIs and apps
  • Not suitable for managing physical in-person queues
  • Not suitable for queuing for physical points of presence (tellers)

User support

• Email or online ticketing support: Yes
• Support response times: Support for our free service is by email only, with a target response time of two business days.
• User can manage status and priority of support tickets: No
• Phone support: No
• Web chat support: No
• Onsite support: No
• Support levels: Support for our Free Online Queue service is by email only. For full support with a 24 Hour Hotline, search for our non-free Virtual Waiting Room service offering on G-Cloud.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: You can use G-Cloud to acquire the service. We will send you a link to a page where you (or anyone) can create a Free Online Queue account directly. The link is https://queue-fair.com/sign-up - you can go there and do it now if you like.; ; Additional onboarding support is available on our companion Virtual Waiting Room service - please search GCloud for Queue-Fair Virtual Waiting Room for full details.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • ODF
  • PDF
• End-of-contract data extraction: The service provides options to download queue configuration data, event records, reporting information, audit logs and relevant analytics in commonly used machine-readable formats such as CSV or JSON.
• End-of-contract process: At the end of the contract, customers retain access to their service data for export prior to service suspension. The service allows customers to download queue configuration information, event records, reporting data, audit logs and operational details in commonly used formats such as CSV or JSON. Assets uploaded by the customer may also be downloaded. Data can be exported through the administrative interface or, where applicable, via the REST API. Customers may perform exports at any time during the contract period. ; ; Some customers do ask us to delete all data at the end of the contract, in which case the service performs deletion in line with documented processes and applicable UK GDPR requirements, but this is rare. ; Customers normally prefer that we mothball the account as a courtesy, facilitating easy re-activation when they find they need Queue-Fair again, for seasonal, per-event or occasional use.
• Documentation accessibility standard: WCAG 2.2 AA

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
  • Other
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: The service works the same on mobile and desktop devices. Queue page layouts adapt responsively to smaller screens. For native mobile apps, integration can be completed using our open-source iOS, Android and React Native mobile Adapters, which launch the Queue Pages in a webview inside the app when required.
• Service interface: Yes
• User support accessibility: WCAG 2.2 AA
• Description of service interface: The Queue-Fair Portal at https://portal.queue-fair.net is the central web interface where Customers log in to manage their account and report on, edit or configure their queues.
• Accessibility standards: WCAG 2.2 AA
• Accessibility testing: We have tested our Portal interface using the TalkBack screen reader on Android to confirm that input fields and controls are accessible and operable with assistive technology.
• API: Yes
• What users can and can't do using the API: There is an API available for our service but it is not enabled on Free accounts. The https://api.queue-fair.net service provides a REST API that allows customers to manage key aspects of their queue configuration programmatically. Through the API, customers can create, update and delete queues; modify settings such as admission rates, timing values, display behaviour, queue messages and branding elements; and configure rules that determine when visitors are placed into a queue. The API also supports management of assets used by queue pages, including uploading, updating and removing HTML content, images and related files. Endpoints are available for retrieving queue status, configuration details, token information and diagnostic data for monitoring systems or automated workflows. Activation-rule endpoints allow customers to define and adjust conditions under which queueing is triggered, including path matching and other configuration parameters. The API provides validation responses and a structured error model, including standard HTTP codes and machine-readable problem details. Customers may use the API to synchronise settings across environments, support automated deployments and update queue behaviour during live events. User-management functions and administrative role configuration are not accessible through the API and must be handled through the administrative portal.
• API documentation: Yes
• API documentation formats: Open API (also known as Swagger)
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: For fully customisable pages with full control of the HTML of the pages, so that you can make it look however you want it to look and say whatever you want it to say, search for our Virtual Waiting Room service on G-Cloud. For this Free Online Queue service, you can set the banner image, background image, colours and font of the Queue Pages only.

Scaling

• Independence of resources: Queue-Fair ensures queues for one customer are not affected by queues for other customers by isolating queue components, regulating traffic with a plurality of high-availability active/active VMs, and use of serverless auto-scaling cloud functions.

Analytics

• Service usage metrics: Yes
• Metrics types: Queue-Fair provides real-time and historical metrics. Key metrics include current queue size, estimated wait times, and user throughput (number of users passed per period). SafeGuard admission rates, and activation rule performance are tracked to ensure efficient traffic management. Historical queue statistics enable audit, compliance, and post-event analysis. Asset usage metrics monitor waiting-room page performance. All metrics are accessible via the Queue-Fair Portal dashboards or (where available) REST API, supporting transparent reporting, operational insights, and evidence-based service optimisation. More metrics are available on the companion Queue-Fair Virtual Waiting Room service - search GCloud for that.
• Reporting types:
  • API access
  • Real-time dashboards
  • Reports on request
• Resource tagging: Yes
• FOCUS resource tagging: Yes

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: Security Clearance (SC)

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: Managed by a third party
• Penetration testing frequency: At least every 6 months
• Penetration testing approach: Another external penetration testing organisation
• Protecting data at rest:
  • Physical access control, complying with CSA CCM v4.0
  • Physical access control, complying with SSAE-18 / ISAE 3402
  • 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 Erasure
  • Explicit overwriting of storage before reallocation / Secure Erase
  • Physical Destruction / Hardware containing data is completely destroyed

Data importing and exporting

• Data export approach: Users can export their data at any time during the contract period. Through the administrative interface, authorised users may select queues, event records, reporting periods or configuration details and download them in standard formats such as CSV or JSON. Uploaded assets, including HTML content and related files used for queue pages, may also be downloaded. At contract end, the account is suspended and data is retained or deleted according to customer instructions.
• Data export formats:
  • CSV
  • Other
• Other data export formats: JSON
• Data import formats:
  • CSV
  • Other
• Other data import formats:
  • JSON
  • Standard web asset formats (css, js, Jpeg, Png, Webp etc)

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: Queue-Fair is delivered through a highly resilient, active/active cloud architecture designed to maintain continuous service during periods of exceptional demand. Google Cloud is used for Free service - search Queue-Fair Virtual Waiting Room on G-Cloud for more options. Multiple queue servers operate in parallel across geographically distributed cloud regions, supported by synchronised replicated databases to avoid any single point of failure. Traffic delivery is backed by global distributed CDNs, and automatic failover mechanisms ensure that hardware issues or maintenance events do not interrupt live queue operation or affect stored queue data. Queue-Fair’s own architecture is designed to align with this level of resilience, ensuring continuity without the need for customer-managed redundancy. Queue-Fair’s operational model prioritises architectural robustness and proactive monitoring to maintain consistent service delivery for public-sector organisations. This structure provides predictable, scalable performance during high-demand events while maintaining transparency about the underlying, widely recognised cloud cloud availability model. 99.99% uptime is guaranteed.
• Approach to resilience: Queue-Fair is designed with a strong resilience model built on a high-availability active/active architecture. Queue servers run in redundant clusters across distributed cloud regions, supported by master/master database replication so that no single machine or component failure can interrupt service or cause loss of queue data. Maintenance events or outages affecting individual servers or cloud zones do not impact user flow, ensuring continuity even during peak-demand periods. Queue pages and assets are delivered through a global CDN, providing geographic redundancy and latency and reducing dependency on any single datacentre in line with the government’s “Asset Protection and Resilience” cloud security principle. The platform can scale horizontally and vertically, enabling additional queue servers and queue server capacity to be deployed rapidly to handle extreme or unexpected traffic surges. Queue-Fair’s separation of the queueing environment from customers’ own web infrastructure further protects public-sector services by preventing overload or cascading failures during high-demand events. High-level information about Queue-Fair’s resilience model is publicly documented, while detailed datacentre configurations, failover procedures, and disaster-recovery arrangements can be provided to buyers on request for assurance or procurement due diligence.
• Outage reporting: There is a public status dashboard. Email alerts can be configured by our customers. Outages are also visible in our REST API.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
• Access restrictions in management interfaces and support channels: Most customers prefer email/username and password login to the Queue-Fair Portal, which is supported. MFA can be made mandatory upon customer Accounts for all their users upon request. We also support or require SAML integration upon request, which uses public key authentication. Login via Google, iOS and Microsoft SSO services is also available should our customer require it.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • Public key authentication (including by TLS client certificate)
  • Username or password
  • Other
• Description of management access authentication: We restrict access to all management interfaces using strict RBAC and the principle of least privilege. Only authorised, vetted staff can access administrative systems. Authorized keys are preferred. All access requires encryption and strong authentication, including MFA. Privileged actions are logged, monitored, and regularly reviewed. Management permissions are reviewed at onboarding, role changes, and offboarding to prevent excessive or outdated access. Continuous monitoring detects unauthorised or anomalous activity, and management access logs feed into our security and incident-response processes.

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:
  • CSA CSM version 4.0
  • Other
• Other security governance standards: Cyber Essentials
• Information security policies and processes: We maintain a formal Information Security Policy document that covers data protection, access control, secure operations, incident management, and supplier oversight. The policy is reviewed on a periodic basis by senior management and aligns with recognised frameworks such as the NCSC Cloud Security Principles, UK GDPR, and government expectations for cloud services. All staff read the policy and complete regular security awareness training as part of our governance process. Controls include role based access management, multi factor authentication where appropriate, and modern TLS encryption. Stored data is encrypted, and administrative access is restricted to authorised personnel based on job responsibilities. Our vulnerability management process includes scanning, assessment, remediation, and monitoring of software dependencies. System activity is logged and monitored to support early identification of unusual behaviour. We operate a documented incident response process that ensures suspected or confirmed security issues reported via any of our support channels are escalated to the Security Officer and Security Chief for investigation and resolution in a timely manner. Accountability for information security sits with the Security Chief (a Director), while a designated Security Officer manages daily operations and risk reviews. Internal checks, periodic audits, access reviews, and supplier assurance activities ensure ongoing compliance.
• 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 maintain an authorised configuration baseline for all production systems, including platform settings, firewall rules, software versions, and access controls. Proposed changes—functional, security-related, or infrastructure-level—undergo assessment for security impact, compatibility, risk, and rollback requirements. Impact analysis, staged testing in a non-production environment, and0 review are completed before approval. Version control is used for code, configuration scripts, and deployment artefacts to ensure traceability and controlled release management. Changes are logged and monitored in a central register, with periodic audits to detect unauthorised modification. Configuration and change-management processes are reviewed annually.
• Vulnerability management type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Vulnerability management approach: We operate a continuous vulnerability-management process covering all components of the Queue-Fair service. Potential threats are assessed through automated scanning, dependency reviews, configuration audits, and monitoring of public CVE feeds, vendor advisories, and cloud-provider and Debian security bulletins. Vulnerabilities are triaged by severity, exploitability, and service impact. Critical issues are patched within 24–72 hours; medium-risk issues within scheduled maintenance windows; and all updates are tested in staging before deployment. We verify remediation through re-scanning, and continuously monitor systems for abnormal activity to ensure rapid detection, response, and effective protection of service integrity and availability.
• Protective monitoring type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Protective monitoring approach: Queue-Fair uses continuous protective monitoring across all systems, including log aggregation, anomaly detection, access-pattern monitoring, and automated alerting to identify potential compromise. Indicators such as abnormal traffic patterns, repeated authentication failures, unexpected configuration changes, or deviations from baseline behaviour trigger automatic responses and human investigation. Incidents are triaged by severity, with high-priority alerts addressed within minutes. Our incident-response procedure covers assessment, containment, eradication, recovery, and post-incident review. Affected systems can be isolated where required. All events are logged, analysed, and escalated according to priority to ensure timely remediation, service integrity, and customer protection.
• 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 operate a formal incident-management process with predefined runbooks for common events such as service degradation, security alerts, configuration issues, and system failures. Incidents can be reported by users via our support email, phone call or account manager, and all reports are logged, prioritised, and triaged. Our team investigates, mitigates, and resolves incidents following a structured workflow: identification, containment, remediation, recovery, and post-incident review. We provide customers with incident reports on request, including timeline, root cause, impact, actions taken, and preventive measures. Major incidents trigger immediate escalation and direct communication to affected customers.
• Post-quantum cryptography secure: Yes

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

Pricing

• Discount for educational organisations: Yes
• Free trial available: Yes
• Description of free trial: This is a free service. It is not time limited. There is also a companion Queue-Fair Virtual Waiting Room service present on GCloud that has more features. That also has a free trial.
• Link to free trial: https://queue-fair.com/free-trial

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

• Less than £250,000: 0%
• Between £250,000 and £500,000: 20.01%
• Between £500,001 and £1,000,000: 50.01%
• Between £1,000,001 and £2,500,000: 60.01%
• Between £2,500,001 and £5,000,000: 70.01%
• Over £5,000,001: 80.01%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: EY CertifyPoint
• ISO/IEC 27001 accreditation date: Friday 10 May 2024
• What the ISO/IEC 27001 doesn’t cover: The ISO/IEC 27001 certification that covers the Queue-Fair service is held by our cloud infrastructure providers, not by Orderly Telecoms Ltd.; ; Queue-Fair is delivered exclusively using ISO/IEC 27001-certified cloud and hosting providers, including Google Cloud Platform (our default hosting environment, with the details given above). AWS can also be used by special arrangement.; ; Their certifications cover the security of the infrastructure, data centres, physical security, network security, and many of the technical and organisational controls used to operate the Queue-Fair service.; ; Orderly Telecoms Ltd does not currently hold a standalone ISO/IEC 27001 certificate. We are Cyber Essentials certified and operate internal security, access control, monitoring, risk management, and incident response processes aligned with ISO/IEC 27001 principles.; ; Any organisational controls not covered by our providers’ ISO/IEC 27001 certifications are managed directly by Orderly Telecoms Ltd.
• ISO 28000:2022 certification: No
• ISO 9001 certification: No
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: 0eab7d87-6071-41a4-99ae-76a71da244c9
• Cyber essentials plus: No
• Cyber Essentials Alternative: None of the criteria
• Other security certifications: No

Social value

• Section B - Commitment for Future: Delivery:

  • 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

  • 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

    • Other measures to provide equality of opportunity for disabled people and those with health conditions into employment, including becoming a Disability Confident employer and inclusion of supported businesses in the contract supply chain

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 support@queue-fair.com. Tell them what format you need. It will help if you say what assistive technology you use.