Hospital Services Limited

Pulse Simple VMR

The ability for any videoconferencing system to host a multiparty meeting with participants from other locations using standards based systems, webRTC enabled browsers and with access to Teams, Zoom, Webex and Google

Features

• Virtual Meeting Space for all VC formats
• Simple access from any device
• User control of invitations and connections
• Virtual Waiting Room
• Multi-Location Connectivity
• Administrative Control
• Scalability

Benefits

• Simple to use for Clinicians and co-ordinators
• Safe and Secure
• Flexible layouts
• High quality audio, video and data sharing
• Scalability and Support
• Branding/Customisation

£240 to £600 a licence a month

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

Framework

G-Cloud 14

Service ID

327760027875850

Contact

Graham Stewart
01157043000
sales@hsl.co.uk

Service scope

• Service constraints: No contraints, once set up the user can consume the service at any time.
• System requirements:
  • Standards based videoconferencing systems
  • Modern web browser supporting realtime communications

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: On receipt during normal working hours
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.1 AAA
• 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: Service is available 24/7, support is within normal working window (Mon-Fri 08:00 to 17:30); On site support available on request
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: On receipt of an order HSL organise a face to face meeting with the customer to define the specific needs and use case for their simple VMR. This includes the number of participants, the systems and modalities that they will use to join, the screen layouts and controls available to hosts and guests, the access controls they want to apply for anyone joining their meeting space and the ability to lock the meeting once established.; ; A demo facility is provided for one week to enable the user to assess the features and how they will use the service.; ; Once agreed HSL will implement the design and creation of the VMR for the end user including the addition of their branding.; ; This will be tested and handed over to the host(s) within the customer.; ; HSL will work with the customer to provide training and familiarity testing for users of the service.
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: No data is stored by HSL other than call data and performance metrics which form the basis of a monthly report that is provided to each customer. At the end of a contract the telestroke workflow for a particular location is erased for the Pexip Infinity platform.
• End-of-contract process: HSL will give the customer 90 days notice of cessation of their agreement for the provision of simple Virtual Meeting Rooms. Users can extend the service, the cut off time for extension without interruption is the last working day before the end of the contract. There is no cost for cessation. If a users wishes to reconnect to the service after a cessation the rebuild charges for the service will apply, £390 per VMR

Using the service

• Web browser interface: Yes
• Using the web interface: Users can access the service from any web browser that support real time communications, WebRTC.; ; The VMR host will issue an invitation to join a meeting, normally issued using email. ; ; If a participant or group of participants are using a room based videoconferencing system then they simply dial the address issued by the host.; ; If a participant is using a PC, Mac, Tablet or smartphone then they simply "click" the link to join the meeting.; ; Users can join from other technologies such as Zoom, Teams, Google, Webex and more. Information is available on demand to determine the best way for your team to connect.
• Web interface accessibility standard: WCAG 2.1 A
• Web interface accessibility testing: The manufacturer of the software, Pexip, have undertaken extensive testing and are accredited and tested to meet the needs of users to the WCAG 2.1A. Details available on request from Pexip through HSL.
• API: No
• Command line interface: No

Scaling

• Scaling available: No
• Independence of resources: For any clinical uses of the Pulse platform there is no contention for resources that support a particular use scenario. In this case each Virtual Meeting Room has dedicated resource on the platform.
• Usage notifications: Yes
• Usage reporting: Email

Analytics

• Infrastructure or application metrics: Yes
• Metrics types:
  • Number of active instances
  • Other
• Other metrics:
  • Number of uses
  • Number of participants
  • Frequency of use
• Reporting types: Regular reports

Resellers

• Supplier type: Reseller providing extra features and support
• Organisation whose services are being resold: Pexip, Cisco, Poly

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: None

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 once a year
• Penetration testing approach: ‘IT Health Check’ performed by a Tigerscheme qualified provider or a CREST-approved service provider
• Protecting data at rest: Encryption of all physical media
• Data sanitisation process: No
• Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v.30, CAS (Sanitisation) or ISO/IEC 27001

Backup and recovery

• Backup and recovery: No

Data-in-transit protection

• Data protection between buyer and supplier networks: TLS (version 1.2 or above)
• Data protection within supplier network: IPsec or TLS VPN gateway

Availability and resilience

• Guaranteed availability: The service guarantees 99.99% availability. Highly available data centre in conjunction with an appropriately configured implementation of the Pexip Infinity software platform and industry standard management and maintenance of the computing and networking resources through which the service runs delivers this availability.; If this SLA is not delivered then all affected users will receive a service credit for the outage period.
• Approach to resilience: Available on request
• Outage reporting: Any outages on the service are alerted to the Service Team in HSL in Derby who then email all customers affected by the outage and then follow up with phone calls to ensure all customers are aware of the status of the service and who the outage will be completed. Where appropriate back up onto alternative, emergency use only resource can be offered.

Identity and authentication

• User authentication:
  • 2-factor authentication
  • Username or password
• Access restrictions in management interfaces and support channels: The platform has a number of access levels for management and support. All support personnel have individual log in details with strict password protection and 2FA.; ; Users have no access to the platform for management
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • 2-factor authentication
  • Username or password
• Devices users manage the service through: Directly from any device which may also be used for normal business (for example web browsing or viewing external email)

Audit information for users

• Access to user activity audit information: Users receive audit information on a regular basis
• How long user audit data is stored for: At least 12 months
• Access to supplier activity audit information: Users receive audit information on a regular basis
• How long supplier audit data is stored for: At least 12 months
• How long system logs are stored for: At least 12 months

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: BM Trada
• ISO/IEC 27001 accreditation date: 9/2/2024
• What the ISO/IEC 27001 doesn’t cover: The whole of the HSL business is covered by the scope of the ISO27001 implementation that we have been accredited to for many years.
• 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: Fully documented within the ISO27001 implementation across the whole of the HSL business.; ; Owner - Mark Collins, Chief Operating Officer; ; The Information Security Team report directly to Mr Collins.; ; Policies applied and automated where possible and enforced in all company owned information and communications devices. Training and continuous monitoring is provided to all staff.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: This is operated within the ISO27001 change management process within HSL and are available on request
• Vulnerability management type: Undisclosed
• Vulnerability management approach: Working in conjunction with the software developer, Pexip, we collaborate to ensure we are aware of any threats and that patches are available to mitigate any threats to the Pexip Infinity Platform. More information is available on demand and from the Pexip web site at www.pexip.com/products/secure-meetings
• Protective monitoring type: Undisclosed
• Protective monitoring approach: This is undertaken in conjunction with Pexip and their IS and vulnerability specialists and design and testing teams. This can be shared on demand and with the approval of Pexip.
• Incident management type: Undisclosed
• Incident management approach: The Pulse platform is continually monitored for any incidents by the Service Team in Derby. Users can report by phone, email and video. All incidents are recorded and reported within each user report and internally within our ISO27001 implementation and to the Chief Operating Officer for the business.

Secure development

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

Separation between users

• Virtualisation technology used to keep applications and users sharing the same infrastructure apart: Yes
• Who implements virtualisation: Supplier
• Virtualisation technologies used: VMware
• How shared infrastructure is kept separate: Through the use of service tags, different ingress and egress addresses, and that all meeting/consultation spaces on the platform are branded and customised to the individual customer. This includes two factor authentication for the clinicians and PIN access for invited patients (if the clinicians deem this appropriate for the patient or patient group).

Energy efficiency

• Energy-efficient datacentres: Yes
• Description of energy efficient datacentres: Telehouse North 2 is an industry leading data centre that complies with all relevant energy efficiency standards and guidelines. Further information is available here - https://www.telehouse.com/telehouse-london-wins-dcs-data-center-energy-efficiency-project-year-award/

Social Value

• Social Value:

  Social Value

  Fighting climate change

  Fighting climate change

  Deliver additional environmental benefits in the performance of the ; contract including working towards net zero greenhouse gas emissions

Pricing

• Price: £240 to £600 a licence a month
• Discount for educational organisations: No
• Free trial available: Yes
• Description of free trial: Access to a simple VMR to test the features, facilities and performance of the VMR. Trials are limited to one month. A standard VMR is offered for the trial, therefore no branding or customisation is available during the trial.
• Link to free trial: https://join.pulsemeeting.co.uk/webapp/home

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