METRO COMMUNICATIONS LTD

RealWear Cloud

RealWear Cloud (formerly RealWear Foresight) is a lightweight MDM/EMM-like cloud based application that enables the centralised management and quick deployment of RealWear headsets and applications at scale. It is deployed in a cloud environment hosted by RealWear. Metro is an official RealWear partner.

Features

• Ability to centrally manage RealWear devices
• Centrally manage applications that run on RealWear devices
• Service analytics
• Remote support
• Kiosk mode

Benefits

• Removes the need for field workers to learn admin skills
• Ensures field staff tools work consistently across the fleet
• Increases security
• Delivers a simpler experience to the user
• Reduces the time, cost and complexity of managing the fleet

£235 to £235 a user a year

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  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 peter.matthews@metrocomms.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 13

Service ID

313609434285935

Contact

Peter Matthews
07595024999
peter.matthews@metrocomms.co.uk

Service scope

• Software add-on or extension: No
• Cloud deployment model: Public cloud
• Service constraints: This service is specifically for the remote management of Assisted Reality headsets manufactured by RealWear Inc. RealWear hosts the Foresight service. A resources shared by all customers. There could be the potential for this to be a Private Cloud solution but that is not publicly offered today.
• System requirements:
  • Access to the internet via a standard browser
  • HTTPS support

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: It depends on the service package purchased. If your purchase the RealWear Assure packages then the reponse time is 4-hour response. For the essentials support the response is 24-hour response; ; If you don't subscribe to the RealWear plans then report a fault to our customer contact centre and we'll respond within 24-hours. Our customer contact centre is open 24 hours a day 365 days a year.
• User can manage status and priority of support tickets: No
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: Yes, at an extra cost
• 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: It's not in service currently as customers currently don't want it. It can be spun up quickly.
• Web chat accessibility testing: We haven't carried out any web chat testing with assistive technology users.
• Onsite support: Yes, at extra cost
• Support levels: Basic Support = 24/5 Phone, email, chat, 24-hour response; Enhanced Support = 24/7 Phone, email, chat, 4-hour response; ; This will be direct to a cloud support engineer.; ; Basic support = £77.00 per user per annum (1st year included with headset purchase) ; ; Enhanced support = £229.00 per user per annum
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Onsite training = at a cost; Online training = introduction = included with initial sale; Online training, full training = at a cost; User documentation = from the vendor website
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: Currently no tools available. Suggest users save the webpages they want to save.
• End-of-contract process: The service terminates and all data is deleted.

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: The desktop interfacve is recommended. The user interface works but is less intuitive on a mobile device by virtue of the display size.
• Service interface: No
• User support accessibility: None or don’t know
• API: No
• Customisation available: No

Scaling

• Independence of resources: Guarantee not provided

Analytics

• Service usage metrics: Yes
• Metrics types: Reporting by device; Reporting by firmware
• Reporting types: Real-time dashboards

Resellers

• Supplier type: Reseller providing extra support
• Organisation whose services are being resold: RealWear Inc

Staff security

• Staff security clearance: Staff screening not performed
• Government security clearance: Up to Developed Vetting (DV)

Asset protection

• Knowledge of 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: Other
• Other data at rest protection approach: To be answered
• Data sanitisation process: Yes
• Data sanitisation type: Explicit overwriting of storage before reallocation
• Equipment disposal approach: A third-party destruction service

Data importing and exporting

• Data export approach: Save the webpage
• Data export formats: Other
• Other data export formats: .htm
• Data import formats: Other
• Other data import formats: No upload today, currently a manual task.

Data-in-transit protection

• Data protection between buyer and supplier networks: Other
• Other protection between networks: They are not connected.
• Data protection within supplier network: Other
• Other protection within supplier network: To be answered

Availability and resilience

• Guaranteed availability: No guarantees provided
• Approach to resilience: Available on request
• Outage reporting: It currently doesn't

Identity and authentication

• User authentication needed: Yes
• User authentication: Username or password
• Access restrictions in management interfaces and support channels: Provided on request
• Access restriction testing frequency: Never
• Management access authentication: Username or password

Audit information for users

• Access to user activity audit information: No audit information available
• Access to supplier activity audit information: No audit information available
• How long system logs are stored for: Less than 1 month

Standards and certifications

• ISO/IEC 27001 certification: No
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: No
• Cyber essentials plus: No
• Other security certifications: No

Security governance

• Named board-level person responsible for service security: No
• Security governance certified: No
• Security governance approach: To be provided
• Information security policies and processes: To follow

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Provided on request
• Vulnerability management type: Undisclosed
• Vulnerability management approach: Provided on request
• Protective monitoring type: Undisclosed
• Protective monitoring approach: Provided on request
• Incident management type: Undisclosed
• Incident management approach: Provided on request

Secure development

• Approach to secure software development best practice: Supplier-defined process

Public sector networks

• Connection to public sector networks: No

Social Value

• Fighting climate change:

  Fighting climate change

  The RealWear Foresight platform enables the remote device management of RealWear Headsets. The RealWear headsets remove the need for experts to visit site by delivering remote support, and to speed up response times. This will considerably help to reduce greenhouse gas emissions.
• Covid-19 recovery:

  Covid-19 recovery

  The RealWear Foresight platform enables the remote device management of RealWear Headsets. The RealWear headsets removes the need for experts to visit site by delivering remote support to people on site including 1st responders, ambulance staff and junior doctors. By connecting with remote experts the onsite individuals are supervised by an expert and therefore better able to deliver advanced services e.g. more sophisticated treatment. This will help manage situations where staff shortages due to covid and remove the risk on experts as they won't need to go to site.
• Tackling economic inequality:

  Tackling economic inequality

  The RealWear Foresight platform enables the remote device management of RealWear Headsets. The RealWear headsets removes the need for experts to visit site by delivering remote support to people on site. This makes is easier for lesser qualified staff, in economically deprived areas, to become operation. By connecting with remote experts the onsite individuals are supervised and therefore better able to deliver advanced services e.g. more sophisticated treatment, to those who might otherwise never get to experience access to such an expert, albeit indirectly.

Pricing

• Price: £235 to £235 a user a year
• Discount for educational organisations: No
• Free trial available: No

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  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 peter.matthews@metrocomms.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.