Rhapsody

Rhapsody-as-a-Service (RaaS) / Envoy

A managed, monitored, secured and connected service for the Rhapsody integration engine. All platform aspects are managed and supported by the RaaS team and the Rhapsody configuration is managed by the customer.

Envoy is a fully managed, fully hosted cloud integration platform.

Features

• Built for Healthcare
• A managed and hosted cloud integration engine
• Customer managed route and filter configurations
• Reliable
• 24/7/365 monitoring
• Secured and audited by an external Security Operations Centre
• Responsive support
• Detailed metrics and auditing
• GDPR compliant
• DICOM, FHIR, HL7v2, X12, REST etc.

Benefits

• The ease of Rhapsody with the pains of maintenance
• Integration staff can focus on important integration issues
• Security and privacy focused
• No infrastructure requirements
• Rapid Scalability
• Can be measured and audited
• Less downtime
• Cost saving
• Proven globally - Lyniate has over 25' years experience
• Can integrate with any/all source systems

£30,000 an instance a year

• 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 selina.sachar@rhapsody.health. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 13

Service ID

450040333938423

Contact

Selina Sachar
07537914906
selina.sachar@rhapsody.health

Service scope

• Service constraints: Hosted in AWS, hence limited to regions and availability zones provided by AWS. In particular, London and Northern Ireland.
• System requirements:
  • Network connectivity via HSCN or VPN
  • Escalation and contact details for reports and notifications
  • Rhapsody training for Administrators

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: As per our support agreement, we respond to P3 & P4 (i.e. questions) within 24 hours.
• 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: 24 hours, 7 days a week
• Web chat support: No
• Onsite support: Yes, at extra cost
• Support levels: All support levels are included as a part of the overall cost of the Rhapsody as a Service subscription. Technical account management and cloud support is achieved through the same support channels as Rhapsody support. Our support levels are:; L1 - 30 min response - 4 hour RTS; L2 - 1 hour response - 8 hour RTS; L3 - 24 hour response - 2 week RTS; L4 - 24 hour response - RTS by arrangement; L1 & L2 have 24x7 coverage.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Consulting on usage patterns, integration requirements and integration practices.; ; Onsite training or online training via our Rhapsody certifications (3 levels -Associate, Professional and Expert level modules).; ; Optional on-site expertise to help with establishing first configurations and developing best practices.; ; Full Rhapsody documentation provided.; ; Network connectivity agreements.; ; Escalation and reporting agreements.; ; Lyniate have developed an implementation methodology for the delivery of our software and services, including Envoy, that is clear, streamlined and outcome focused. Upon engagement with our services team, we will work with the customer team to confirm the scope. deliverables and the detailed interface business requirements using standard proven tools and methodologies. Our Project Manager will provide a base project schedule which details the Lyniate and customer tasks, indicative timelines, and resourcing. Once timelines are agreed the Lyniate Project Manager will co-ordinate and manage the communication with the customer’s assigned project manager/point-of-contact to ensure that all dependencies are made available to Lyniate, and that the scheduled tasks and deliverables are completed. Infrastructure and environment setup, interface development including unit testing and migration to the production environment, as well as post go-live support will be performed by Lyniate. UAT is performed by the customer.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
  • Other
• Other documentation formats: Windows style help within the Rhapsody Integrated Development Enviornment (IDE)
• End-of-contract data extraction: Backups are continually available to users. The IDE used by the Rhapsody administrators will also contain a copy of the Rhapsody engine configuration. The message archive can be downloaded via the WMC. Full storage snapshots can be made available on request.; ; No data is extracted, the Envoy platform does not hold data since it is essentially middleware and only parses data between systems.
• End-of-contract process: 1. Discus and sign-off termination with customer (confirm archive details and termination time and date).; 2. On termination date, execute data extraction processes and send to the customer over previously agreed channels.; 3. Advise customer when complete.; ; All actions are included in the price.

Using the service

• Web browser interface: Yes
• Using the web interface: The two web interfaces are the Rhapsody Web Management Console and the RaaS Self-Service.; Rhapsody WMC:; - Manage routes, filters and communication points.; - Investigate message issues.; - Retrieve Rhapsody engine reports.; ; RaaS Self-Service:; - Retrieve RaaS reports.; - Manage overall service aspects.; ; For Lyniate Envoy where the customer requires Lyniate fully manage the entire integration platform and service, the customer does not have any access to the platform itself.
• Web interface accessibility standard: None or don’t know
• How the web interface is accessible: Both services are developed using toolkits that promote WCAG 2, but this is not directly tested currently.
• Web interface accessibility testing: None
• API: Yes
• What users can and can't do using the API: Currently, users can retrieve reports and stop/start engines using the API. Future versions of the API will support making service changes.
• API automation tools:
  • Ansible
  • Chef
  • OpenStack
  • SaltStack
  • Terraform
  • Puppet
  • Other
• Other API automation tools: DataDog
• API documentation: Yes
• API documentation formats:
  • Open API (also known as Swagger)
  • HTML
• Command line interface: No

Scaling

• Scaling available: Yes
• Scaling type: Manual
• Independence of resources: Each customer runs inside a Virtual Private Cloud and AWS account unique to them on reserved instances covered under a BAA agreement. The performance of all Rhapsody engines is managed by the RaaS team 24x7. Any performance issues are alerted and acted on accordingly.
• Usage notifications: Yes
• Usage reporting:
  • API
  • Email
  • Other

Analytics

• Infrastructure or application metrics: Yes
• Metrics types:
  • CPU
  • Disk
  • HTTP request and response status
  • Memory
  • Network
  • Number of active instances
  • Other
• Other metrics:
  • Messages in
  • Messages out
  • Messages processed
  • Error queue count
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: None

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations:
  • United Kingdom
  • European Economic Area (EEA)
  • Other locations
• User control over data storage and processing locations: Yes
• Datacentre security standards: Complies with a recognised standard (for example CSA CCM version 3.0)
• Penetration testing frequency: At least once a year
• Penetration testing approach: Another external penetration testing organisation
• Protecting data at rest:
  • Physical access control, complying with CSA CCM v3.0
  • Physical access control, complying with another standard
  • 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

Backup and recovery

• Backup and recovery: Yes
• What’s backed up:
  • Administration backups
  • Configuration backups
  • Logs
• Backup controls: Currently managed through a support ticket. A Self-Service Interface feature will be created in a future version.
• Datacentre setup:
  • Multiple datacentres with disaster recovery
  • Multiple datacentres
• Scheduling backups: Supplier controls the whole backup schedule
• Backup recovery: Users contact the support team

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
  • Bonded fibre optic connections
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway

Availability and resilience

• Guaranteed availability: 99.95% Current SLA; Current measured uptime: 10 minutes/year outage or 99.998% uptime.
• Approach to resilience: RaaS is built on infrastructure-as-code principals on AWS. Any AWS issues and be detected an either immediately remedied by re-starting in another availability zone or alerted so an on-call engineer can resolve the issue. AWS provides 3 data-centres (AKA availability zones) in London and another 3 in Northern Ireland. If all 3 separate data-centres in London fail, the whole service can be switch to Northern Ireland as part of a disaster recovery process.
• Outage reporting: Outages are available via the customer's service dashboard. These are also communicated via email. If the outage is serious enough to affect message processing, we will escalate this as appropriate with the customer via a phone call.

Identity and authentication

• User authentication:
  • 2-factor authentication
  • Identity federation with existing provider (for example Google apps)
  • Limited access network (for example PSN)
  • Dedicated link (for example VPN)
  • Username or password
• Access restrictions in management interfaces and support channels: Support and management access restrictions are defined by the customers. That is, customers invite colleagues in as required to the support and management interfaces.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)
  • Limited access network (for example PSN)
  • Dedicated link (for example VPN)
  • Username or password
• Devices users manage the service through:
  • Dedicated device on a segregated network (providers own provision)
  • Dedicated device on a government network (for example PSN)
  • Dedicated device over multiple services or networks
  • Any device but through a bastion host (a bastion host is a server that provides access to a private network from an external network such as the internet)
  • 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 have access to real-time audit information
• How long user audit data is stored for: At least 12 months
• Access to supplier activity audit information: Users have access to real-time 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

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: A-LIGN
• ISO/IEC 27001 accreditation date: 12/04/2022
• What the ISO/IEC 27001 doesn’t cover: All Information Security Management Systems were covered.
• 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: No
• Security governance approach: All RaaS components have been designed to meet the requirements of HITRUST. Rhapsody's security governance is ultimately managed by our Chief Compliance and Legal Officer. Rhapsody as a Service is currently working towards HITRUST certification.; ; Note that a HITRUST certification encompasses ISO, IEC, CSA CGM, NIST, GDPR and a number of other health industry related certifications.
• Information security policies and processes: The HITRUST Common Security Framework. Policies, procedures and practices are audited by the RaaS Security Operations Centre (provided by Anitian Sherlock) and the Rhapsody Chief Legal and Compliance Officer is ultimately responsible for the RaaS security posture.

Operational security

• Configuration and change management standard: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Configuration and change management approach: All changes are visible via reports and the RaaS Self-Service Interface. Any service design changes are put through threat modelling to expose security issues. All RaaS actions are audited by a third party security service (elsewhere referred to as the RaaS SOC).
• Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Vulnerability management approach: All RaaS designs or design changes undergo a threat modelling exercise. Regular penetration tests are used to expose potential threats. Patches that do not require any service outage are deployed instantly. Patches that require a service outage are planned with the customer to fit in with their testing and change control processes. Potential threat information comes from the RaaS SOC (i.e. Anitian Sherlock).
• Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Protective monitoring approach: The TrendMicro Deep Security toolset is embedded into all RaaS components and audited via the RaaS SOC. All other auditable actions are also sent to the SOC. Any potential security issues are immediately alerted to the on-call RaaS engineer. Any security related events are considered to be a P1 event and are handled immediately.
• Incident management type: Conforms to a recognised standard, for example, CSA CCM v3.0 or ISO/IEC 27035:2011 or SSAE-16 / ISAE 3402
• Incident management approach: For minor events (i.e. no service outage) incident management is communicated via email or the Self-Service Interface. For major events, direct contact is also used as the incident will be escalated. Reports for major events also include a post-mortem analysis.

Secure development

• Approach to secure software development best practice: Conforms to a recognised standard, but self-assessed

Separation between users

• Virtualisation technology used to keep applications and users sharing the same infrastructure apart: Yes
• Who implements virtualisation: Third-party
• Third-party virtualisation provider: Amazon Web Services (AWS) Reserved BAA EC2 instances
• How shared infrastructure is kept separate: Each customer is deployed into a VPC and AWS account that is unique to that customer. All EC2 instances are reserved and covered under a BAA with AWS.

Energy efficiency

• Energy-efficient datacentres: Yes
• Description of energy efficient datacentres: RaaS is built on AWS Data Centres. Currently AWS purchases renewable energy credits in Ireland but does not do so in London.

Social Value

• Fighting climate change:

  Fighting climate change

  At Lyniate, we believe that protecting the environment is simply the right thing to do, as well as being sound business practice. We encourage and support everyone here to work in a way that’s good for the environment in the following ways: 1. Reduce, Reuse, Recycle We shall:  Reduce our waste stream by increasing our recycling capabilities  Reduce our waste stream by recycling all paper, cardboard, bottles, plastics, packaging, and cans.  Reduce waste by donating reusable office items (appliances, electronic equipment, furniture) to charitable organizations.  Purchase reusable products and reuse packaging and envelopes when applicable.  Promote the use of natural lighting and solar energy.  Implement a policy to turn off lights and appliances when not in use. 2. Promote environmental education, outreach, and awareness We shall educate employees by:  Conducting training programs to educate employees on properrecycling and composting practices, resource conservation ideas, etc.  Informing employees of environmental issues in company newsletters, training material and staff meeting discussions.  Offering incentives to encourage environmentally preferrable practices such as recycling contests, etc. 3. Only purchase environmentally preferrable products We shall purchase and use the following:  Remanufactured and refillable toner cartridges.  Office paper with 100% recycled content.  To promote the use of refillable bottles and reusable to-go containers, Lyniate has given all employees a reusable water bottle.  Energy Star rated appliances and office equipment. 4. Conserve fossil fuels We shall:  Encourage the use of public transit.  Offer telecommuting options.
• Equal opportunity:

  Equal opportunity

  Lyniate will ensure that employees are treated fairly, with dignity and consideration for their goals and aspirations and that diversity in the workplace is embraced. We want people to feel that they truly belong here regardless of their age, gender, race, sexual orientation, or anything else that makes them individual. Lyniate will apply fair labor practices, while respecting the national and local laws of the countries and communities where we operate. Lyniate is committed to providing equal opportunity in all aspects of employment and will not engage in or tolerate unlawful workplace conduct, including discrimination, intimidation, or harassment. Lyniate will offer equal opportunities for current and potential future employees, through clear and fair terms of employment and support to help employees grow, develop and progress. Lyniate will have a structured, fair and consistent remuneration policy, recognising people for performance. Lyniate will maintain a clean, healthy and safe place to work.
• Wellbeing:

  Wellbeing

  Lyniate is committed to maintaining a productive workplace by minimizing the risk of accidents, injury and exposure to health risks and will engage with employees to improve health and safety in our workplaces. Lyniate also provides its staff with access to mental health wellbeing resources.

Pricing

• Price: £30,000 an instance a year
• Discount for educational organisations: Yes
• Free trial available: Yes
• Description of free trial: A basic tiny instance is deployed for the customer to develop a solution. This is usually done with a Rhapsody consultant as this is part of a larger integration exercise. An evaluation licence requires a user agreement and can be issued on a time limit to meet customer requirements.

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 selina.sachar@rhapsody.health. Tell them what format you need. It will help if you say what assistive technology you use.