AIRWAVE EUROPE LTD.

Airwave Managed Wi-Fi and Guest Wi-Fi Services

Airwave's fully managed Wi-Fi service for guest staff, and Public Wi-Fi, - Connectivity, Routing and Bandwidth. We provide fully Managed Wi-Fi service support, monitoring and management for existing/new public and private Wi-Fi networks, with guest Wi-Fi registration via captive portal, data capture, and monitoring for Hospital, Public and Office locations.

Features

• Provision, installation and optimal configuration of high performance WiFi networks
• Complies with WiFi and Safeguarding standards in healthcare settings
• Simple intuitive cloud based system, maximum signal strength and range
• 24/7 expert support, designed to handle peak usage times
• Customised control for bandwidth management across site
• Consultative multi step process to design and configure network
• White labelled, full customisation and branding to meet client needs
• Tiered service levels for different user groups e.g. Guest Users
• High quality equipment from reputable manufacturers
• Easy and rapid connection for end users

Benefits

• Rapid deployment
• Prioritise and control network access
• Minimise network downtime - increase user satisfaction
• Drive customer loyalty, targeted messaging, engage users and inform users
• Promote enterprise messaging and branding

• 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@hospitaltv.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

269158031175208

Contact

Dean Moody
01403 783483
sales@hospitaltv.co.uk

About your service

• Service categories:

  Applications

  Production and operations

  Service industry and public sector operations

  • Healthcare
• Multi cloud support: No

Service scope

• Software add-on or extension: No
• Cloud deployment model: Public cloud
• Service constraints: We provision the services based on a mix of existing and new/additional equipment, and accordingly some services may be limited based on the vendor and network configuration. We would confirm any limitations during the network discovery stage.
• System requirements:
  • Secure access to the network for monitoring and management
  • Live internet connection and power at customer premises
  • Provision (or ability to locate) supporting equipment where required

User support

• Email or online ticketing support: Yes
• Support response times: Airwave provides support via email and live chat/online 24/7/365. Support desk available 9-5 Monday-Friday excluding bank holidays. Our response times weekdays are within one hour for Triage, fixes based on assigned priority scale P1, P2, P3.
• 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: Yes
• Web chat support availability: 24 hours, 7 days a week
• Web chat support accessibility standard: WCAG 2.2 AA
• Web chat accessibility testing: Each hosted solution we provide is bespoke, so no specific Assistive Technology (AT) is carried out. Our services can when required provide AT solutions, particularly visual aided, and are WCAG 2.2AA compliant. We routinely support users directly.
• Onsite support: Yes, at extra cost
• Support levels: Support levels: Airwave operates with three Priority Levels for support: - Priority 1 (P1) - total service outage/loss of Service. - Priority 2 (P2) - serious service degradation - Priority 3 (P3) - service requests and minor/cosmetic issues. Incidents are triaged and categorised (P1, P2 or P3) by the Helpdesk. We routinely resolve most P3 remotely, which will normally carry no charge. ; Cost: Cost for call outs is dependent on the fault, whether warranty is involved, or third party intervention. We work closely with our customers and develop a bespoke service wrap and tariffs on each service we deploy.; Where a P1 or P2 cannot be resolved remotely, our engineering team are despatched by the help desk teams to site. We have a ticketing system and sophisticated incident management system that tracks progress on all faults once received by the Helpdesk. ; Account manager: Clients are assigned a named technical account manager. Where deemed appropriate, and in all P1 cases, immediate escalation is triggered for senior level intervention and management of any required resolution actions.
• Support available to third parties: Yes
• AI chatbot: No

Onboarding and offboarding

• Getting started: On contract award, Airwave will sign a Project Manager to mobilise and manage an extensive discovery and planning process, under which we would map and document the infrastructure, commissioning stages, secure access specific to the customer's requirements, and add to this a bespoke, comprehensive mobilisation and in-life training/support plan. ; Training & Documentation: Once in the stages of going live, we orchestrate delivery of the bundle of online user training and awareness, which will include documentation covering usage, security, audit, incident management, set up of contact with help desk, and provision for periodic training if/when required. While most training/support will be delivered remotely, we will provide on-site support where required. In addition to the formal training, Airwave's client account manager and their supporting teams will be available for user ad-hoc support and training.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: Customer data can be extracted and handed back to the customer at the end of a contract term and upon the customer’s request. We provide a data extraction process that will support secure transfer of the data to the customer-specified location.
• End-of-contract process: At the end of the contract term, or upon termination for any reason, Airwave will work with the customer to ensure a controlled, secure, and orderly transition.; A formal termination process will be initiated, which will:; • Confirm the contract end date and scope of services being ceased; • Set out any agreed termination provisions (where applicable); • Define responsibilities for service closure, data handling, and equipment; Airwave will:; • Cease delivery of the contracted services; • Disable and remove Airwave access to customer systems, platforms, and networks; • Decommission monitoring, management, and support services associated with the contract; • Ensure all actions are undertaken in line with information governance, security, and contractual obligations; Where customer data has been created, processed, or stored as part of the service, Airwave will support the secure extraction and handover of that data in line with the agreed data export process.; This end-of-contract support, including service cessation and data extraction, is typically included within the standard contract price.
• 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: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: Our Adaptive Web Design approach creates multiple versions of a webpage to cater to different devices and screen size
• Service interface: Yes
• User support accessibility: WCAG 2.2 AA
• Description of service interface: Landing page (bespoke for each estate) where the user can sign up to and access the Wi-Fi service. End users cannot make changes to the interface in any way.
• Accessibility standards: WCAG 2.2 AAA
• Accessibility testing: Each hosted solution we provide is bespoke, so no specific Assistive Technology (AT) is carried out. Our services can when required provide AT solutions, particularly visual aided, and are WCAG 2.1AA compliant. We routinely support users directly.
• API: No
• Customisation available: Yes
• Description of customisation: White labelled, full customisation and branding to meet client needs

Scaling

• Independence of resources: Airwave works with each customer on likely capacity requirements. Our Wi-Fi management is designed to be highly available, resilient and scalable. All services are routinely risk-assessed, including for burst capacity requirements, with suitable, automated capacity measures implemented to achieve our target bandwidth availability and uptime.

Analytics

• Service usage metrics: Yes
• Metrics types: HTTP request and response status; Network; Number of active instances
• Reporting types: Reports on request
• Resource tagging: No
• FOCUS resource tagging: No

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• 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)
• User control over data storage and processing locations: Yes
• Datacentre security standards: Managed by a third party
• Penetration testing frequency: At least once a year
• Penetration testing approach: ‘IT Health Check’ performed by a CHECK service provider
• Protecting data at rest: Other
• Other data at rest protection approach: All stored data in our network is encrypted using 256-bit Advanced Encryption Standard (AES).
• Data sanitisation process: Yes
• Equipment disposal approach: In-house destruction process
• Data sanitisation type: Explicit overwriting of storage before reallocation / Secure Erase

Data importing and exporting

• Data export approach: Customers can export their data during the contract and at contract end.; Airwave supports this through a defined, documented process:; Identification of all customer-owned data held; Export of data in commonly used, open, and machine-readable formats (e.g. CSV, structured files, or equivalent, depending on the service); Secure transfer of exported data to the customer or their nominated supplier; Confirmation of successful export; Airwave will also confirm deletion of customer data from its systems following successful export, in line with contractual, regulatory, and information governance requirements.; Data export support at contract end is included in the standard price unless otherwise stated.
• Data export formats: CSV
• Data import formats: CSV

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
  • Legacy SSL and TLS (under version 1.2)
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Legacy SSL and TLS (under version 1.2)

Availability and resilience

• Guaranteed availability: Airwave Wi-Fi managed services run to a 99.99% target availability. We monitor our uptime & bandwidth continuously , and develop KPI/SLA triggers for each service. Generally, service credits are available for service disruptions and can be claimed by raising a support ticket where we will review the claim and raise any applicable service credits.
• Approach to resilience: Our services are designed to be highly available, resilient and scalable, with appropriate redundancy measures implemented to achieve our target uptimes, including instance and data centre redundancy, load balancing, hardware and software failover across disparate components, data replication, and automated scaling. We detail this on a per-deployment basis with our customers.
• Outage reporting: API alerts and email are standard. Where a critical ( or foreseen) event arises, we endeavour to reach stakeholders by email/telephone in addition to the standard elements

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)
  • Dedicated link (for example VPN)
  • Username or password
  • Other
• Other user authentication: We require the user to provide credentials, usually a username and password, which are then verified. We usually also deploy a second/multi-factor authentication step such as biometric, security tokens, or one-time codes sent via SMS or email, dependent on the nature of the service being deployed for our customer.
• Access restrictions in management interfaces and support channels: All staff access is controlled by our access control policy, staff only have access to areas of the systems required for their specific job roles and these are regularly reviewed in line with ISO27001. All systems are protected by a secondary authentication method and access/session activity is fully logged.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Limited access network (for example PSN)
  • Dedicated link (for example VPN)
  • Username or password

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

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: We have in place a suite of policies and procedures that are owned and governed at board level by our CTO and CISO. These include Information Management policy, Cyber Security Management Framework, Information Classification and Handling Policy, Data Protection Framework, Service management Policy ID management Framework, Password Policy control, Secure Remote working, Incident Management policy, Cryptographic Policy, Asset Management, Internet Usage regulations, use of OTC/2FA, lock-down of devices, Each includes escalation pathways based on time and nature of any incident, and immediate escalation right up to the CEO for critical incidents including any data breach. All frontline support staff are required to pass an annual refresher test on our information security policies.
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: We have a detailed change management process that conforms to the ISO27001 standard and is governed by our project management teams on each deployment. These include comprehensive tracking of assets, config history and change history.
• Vulnerability management type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Vulnerability management approach: Airwave uses software tools to monitor and assess the customer infrastructure for known vulnerabilities and threats. On notification and/or discovery of a new vulnerability, we aim to apply patches within 72 hours. We also monitor the logs from our services and are alerted to suspicious activity, and are subscribed to various threat intelligence resources.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Airwave uses software tools to monitor and assess the customer infrastructure for known vulnerabilities and threats. On notification and/or discovery of a new vulnerability, we aim to apply patches within 72 hours. We also monitor the logs from our services and are alerted to suspicious activity, and are subscribed to various threat intelligence resources.
• Incident management type: Supplier-defined controls
• Incident management approach: Airwave manages a pre-defined Incident management process that covers common incidents such as user account breaches or the detection of suspicious activity, which users can also log themselves as incidents via our support desk. Each incident will be logged along with remedial activity undertaken. Incident reports are made available following incident resolution and communicated by email to affected parties either as they occur, or as part of regular review meetings/interaction.
• 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: Because the service normally requires a build out to perform, options for a free trial are limited. We do offer a limited trial period of up to 30 days where, for example, we can re-activate an existing infrastructure with our 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: No
• ISO 28000:2022 certification: No
• ISO 9001 certification: Yes
• Who accredited the ISO 9001 certification: NQA
• ISO 9001 accreditation date: Tuesday 26 November 2024
• What the ISO 9001 doesn’t cover: N/A
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: F7b9c058-0ad0-4fda-8532-33eb263f51ff
• Cyber essentials plus: Yes
• Please provide your Cyber Essentials Plus Certificate Number: 6a957f0f-237e-47ee-815e-3978d18faa0e
• Other security certifications: Yes
• Any other security certifications: ICO Registration ZB128590

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

    • Volunteering opportunities for staff

  • 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@hospitaltv.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.