InTechNucleus

Service scope

Software add-on or extension: Yes
What software services is the service an extension to: The InTechNucleus service is an extension to existing council services and WiFi infrastructures.
Cloud deployment model: Public cloud
Service constraints: For the benefit of our customers we will allocate a pre-determined planned window which will be utilised to carry out any core infrastructure changes which may carry a minimal risk of disruption to service, or in some instances a period of service downtime which would be kept to an absolute minimum. In either instance, customers will be notified of the full details of the requirement with a minimum of 14 days’ notice prior to the maintenance window.
System requirements: IntechnologyWiFi network services and or the internet are required

User support

Email or online ticketing support: Email or online ticketing
Support response times: The service desk is available to receive calls and open tickets 24x7/365. The on-call Support Service ensures that severity level 1 and 2 incidents can be responded to in a timely manner. The typical working day for the Service Desk function operates between the hours of 9:00am and 5:30pm Monday to Friday (excluding Bank Holidays). Outside of these hours the on-call service applies, however the contact details remain the same for the Service Desk.
User can manage status and priority of support tickets: Yes
Online ticketing support accessibility: None or don’t know
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 A
Web chat accessibility testing: No web chat testing has been completed with assistive technology users.
Onsite support: Onsite support
Support levels: As part of service all customers receive access to the 24x7/365 service desk at no extra cost. Customers will also have access to a customer service manager who will be their main point of contact in the event they have any escalations.
Support available to third parties: Yes

Onboarding and offboarding

Getting started: The InTechNucleus service offering is provisioned based on the particular requirements of each individual customer and service rather than using a generic design. This allows InTechnology to ensure that the service delivery is tailored for each customer and to their particular requirements.
Service documentation: Yes
Documentation formats: HTML

PDF
End-of-contract data extraction: At the end of the contract with the customer and if the customer does not wish to renew their service. InTechnology will assist the Customer in facilitating the orderly transition of the InTechnology Services (in whole or part) from InTechnology to the Customer or any replacement supplier upon the expiry or earlier termination of the agreement. This section sets out the principles regarding the service transition that form the base of an Exit Plan.

InTechnology shall produce an Exit Plan upon notification of termination of the agreement, in accordance with the principles set out in this section, as soon as practicable (but not later than 60 days) after any notice of termination of the agreement.
End-of-contract process: The Exit Plan shall, unless otherwise agreed with the Customer:

• address each of the issues set out in this Exit Plan in order to assist the Customer in facilitating the transition of the InTechnology Services from InTechnology to a replacement supplier or the Customer ensuring to the extent reasonably possible that there is no disruption in the supply of Services and that there is no deterioration in the quality of delivery of the Services during any period of transitional assistance;

• provide an estimate of the scope of transitional assistance that may be required by the Customer and suggest how such assistance might be provided (if required); and

• provide an estimate of InTechnology’s personnel that may be required to provide transitional assistance and suggest the management structure to be put in place and employed to provide such transitional assistance.

Using the service

Web browser interface: Yes
Supported browsers: Internet Explorer 11

Microsoft Edge

Firefox

Chrome

Safari
Application to install: Yes
Compatible operating systems: Android

IOS

Windows
Designed for use on mobile devices: Yes
Differences between the mobile and desktop service: There are no specific differences between the mobile and desktop services.
Service interface: Yes
User support accessibility: WCAG 2.1 AA or EN 301 549
Description of service interface: The service interface allows local administration teams to manage their user base and organisation setup. The interface allows for the configuration of services within their specific organisation.
Accessibility standards: WCAG 2.1 A
Accessibility testing: No testing of the software has been completed with users of assistive technology.
API: Yes
What users can and can't do using the API: The solution provides RESTful and SOAP based web service interfaces over HTTPS to enable application to application communications. The web services support a number of different authentication and authorisation options including BasicAuth, OAuth2 and mutual SSL certificate based authentication.
API documentation: Yes
API documentation formats: HTML

PDF
API sandbox or test environment: Yes
Customisation available: Yes
Description of customisation: As part of the service setup and configuration it is possible to tailor specific elements of the platform to be specific for each customer.It is possible for either the customer to complete this customisation or alternatively InTechnology can complete it on behalf of the customer during the setup process.

Scaling

Independence of resources: We have monitoring and alarms in place on our platform to ensure that it has sufficient capacity and resources to ensure that services are not experiencing any degradation because of other users.

Analytics

Service usage metrics: Yes
Metrics types: The reported outcomes are all stored into the data warehouse in real time, enabling both real time and historical data analyses. This facilities business intelligence to be performed across multiple dimensions of the data, and enables the measurement of KPIs, analysis of champion/challenger scenarios (such as those with and without medication), see trends over time, plus many other business intelligence tasks that support decision services across the wider health infrastructure.
Reporting types: API access

Real-time dashboards

Regular reports

Reports on request

Resellers

Supplier type: Not a reseller

Staff security

Staff security clearance: Other security clearance
Government security clearance: Up to 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: 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: Encryption of all physical media
Data sanitisation process: Yes
Data sanitisation type: Deleted data can’t be directly accessed
Equipment disposal approach: A third-party destruction service

Data importing and exporting

Data export approach: Extraction of data is available to authenticated users and/or systems that have the correct RBAC access and data permissions. The solution provides a number of interfaces to enable data extraction, including SQL. Web services are also available for data extraction purposes. Any user or system with the correct RBAC access and data permissions from the trust will be able to perform data extraction without any reliance upon Inhealthcare and at no additional cost.
Data export formats: CSV

Other
Other data export formats: XML

JSON
Data import formats: CSV

Other
Other data import formats: XML

JSON

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)

IPsec or TLS VPN gateway

Availability and resilience

Guaranteed availability: InTechnology's IoT service does not provide guaranteed SLA's due to environmental factors which can affect the provision of its service. For example, the network provided by a third-party organisation.
Approach to resilience: Where possible we operate all hardware components as minimum of N+1 – multiple network feeds, A+B power feeds, redundant PSU/memory/CPU, etc. The power to the data centre also has UPS backup and diesel generators so can withstand prolonged mains grid failure without interruption to service.
Outage reporting: As part of its ISO 27001 accreditation we have fully documented and well-rehearsed business continuity and major incident policies. In the unlikely event that a major incident is invoked an incident manager will be responsible for managing all external communication with customers. As part of its existing ISO 27001 and ISO 9001 accreditations we have a major incident policy which details the processes to be followed in the event of a major incident. As part of the contract with the customer we will appointment a customer account manager who will be the central point of contact between us and the customer and will ensure that both parties confirm to their respective major incident policies.

Identity and authentication

User authentication needed: Yes
User authentication: 2-factor authentication

Username or password
Access restrictions in management interfaces and support channels: InTechnology ensures that as part of support and developments roles that users only have access to the systems that they require. In addition, certain access permissions are only opened for a limited time whilst activities such as upgrades or support investigations take place. This ensures that users do not have access to potentially sensitive information or make changes without access being opened up by a senior operative.
Access restriction testing frequency: At least once a year
Management access authentication: 2-factor authentication

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: 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

Standards and certifications

ISO/IEC 27001 certification: Yes
Who accredited the ISO/IEC 27001: BSI
ISO/IEC 27001 accreditation date: 17/05/2016
What the ISO/IEC 27001 doesn’t cover: All of InTechnology's functions are covered by the ISO 27001 certification.
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: Yes
Security governance standards: ISO/IEC 27001
Information security policies and processes: As part of our ISO 27001 and ISO 9001 accreditation we have wide range of supporting information security policies and processes. These are meticulously followed within the organisation and your security and compliance manager ensures that all staff go through induction and regular training to ensure compliance. Any security incidents are logged by the security and compliance manager and are reviewed at quarterly forum meetings where representatives from all over the business, including the CEO are present.

Operational security

Configuration and change management standard: Supplier-defined controls
Configuration and change management approach: InTechnology performs updates to its SaaS cloud platform on a monthly basis and will perform all changes within this change window. Customers are notified of the change window ahead of the change window and all changes are performed out of hours so that there is minimal impact to individuals. Through the change management process the customer will be made aware of upcoming upgrades and the content of the upgrade. In addition, the change window for the upgrade will be communicated to the customer.
Vulnerability management type: Supplier-defined controls
Vulnerability management approach: InTechnology regularly performs patches to its services based on the recommendations of software manufacturers. We sign up to mailing lists from software manufacturers so that we can be made aware of potential threats and then perform an internal risk analysis to determine how quickly a patch needs to be deployed.
Protective monitoring type: Supplier-defined controls
Protective monitoring approach: Within its services InTechnology deploys different layers of monitoring to reduce the risk of compromises, including Firewalls with IDS / IPS and Anti-virus software. In the event a comprise was found Inhealthcare would invoke its major incident process to determine the extend of the compromise and from this the resulting actions which need to be undertaken.
Incident management type: Supplier-defined controls
Incident management approach: As part of its ISO 27001 and 9001 accreditation's InTechnology has a proven major incident process which ensures that all reported incidents are logged by service users from. In addition the policy ensures that incident reports are provided to users in the event of a major incident which details the root cause and the steps which have been undertaken to stop it occurring again in the future.

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: No

Fighting climate change: Fighting climate change

InTechnology delivers its digital services through the use of AWS (Amazon Web Services) Cloud technologies. We work with AWS to ensure that we are running our cloud operations as efficiently as possible, reducing our electricity and carbon footprint accordingly. In addition, AWS are on path to powering their operations with 100% renewable energy by 2025 further reducing the impact of cloud operations on the climate.
Covid-19 recovery: Covid-19 recovery

InTechnology has a number of companies within the group which support NHS organisations with digital services for Healthcare providers. InTechnology’s WiFi and smart city products are being used to support organisations in delivering care closer to home and providing greater access to technology in remote areas for healthcare professionals.
Tackling economic inequality: Tackling economic inequality

InTechnology WiFi’s products are used across a number of different towns and cities across the UK to ensure that citizens have free and equal access to the internet, supporting households who may not be able to afford private internet access within their homes.
Equal opportunity: Equal opportunity

InTechnology is an equal opportunity employer and we support a diverse workforce, promoting a good and harmonious working environment in which employees will be treated with dignity and respect.
Wellbeing: Wellbeing

At InTechnology we promote employee wellbeing and ensure that employees have access to support, coaching and guidance in the event that they feel they require any additional support outside of the work environment.

Pricing

Price: £0.04 a person a month
Discount for educational organisations: No
Free trial available: No

Features

Benefits

Service documents

Framework

Service ID

Contact

Service scope

User support

Onboarding and offboarding

Using the service

Scaling

Analytics

Resellers

Staff security

Asset protection

Data importing and exporting

Data-in-transit protection

Availability and resilience

Identity and authentication

Audit information for users

Standards and certifications

Security governance

Operational security

Secure development

Public sector networks

Pricing

Service documents

Cookies on Digital Marketplace

InTechNucleus

Features

Benefits

Pricing

Service documents

Framework

Service ID

Contact

Service scope

User support

Onboarding and offboarding

Using the service

Scaling

Analytics

Resellers

Staff security

Asset protection

Data importing and exporting

Data-in-transit protection

Availability and resilience

Identity and authentication

Audit information for users

Standards and certifications

Security governance

Operational security

Secure development

Public sector networks

Social Value

Pricing

Service documents