ADVANCE IT SOLUTIONS LIMITED

LONEALERT

Our O.W.L software portal manages the safety and protection of lone and remote workers.

It manages a range of lone worker app solutions and dedicated lone worker devices accredited to BS8484:2016, and also manages your customised response to alarms, including 24x7 alarm receiving centre.

Features

  • Real-time reporting
  • Create and view alerts
  • Create and view timers
  • View and manage lone worker devices
  • Speak to the ARC immediately

Benefits

  • Know lone workers are safe
  • Know if your loneworker is in trouble
  • Create timers before going into a dangerous situation
  • Manage and ensure loneworkers are safe at work
  • Speak to the ARC when in need of help

Pricing

£66 to £220.32 a licence a year

Service documents

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@lonealert.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

4 7 4 3 9 6 7 0 9 9 0 7 8 7 5

Contact

ADVANCE IT SOLUTIONS LIMITED LONEALERT Sales Team
Telephone: 0121 501 2288
Email: sales@lonealert.co.uk

Service scope

Software add-on or extension
No
Cloud deployment model
Public cloud
Service constraints
No service constraints as it is Saas. For smartphone app handsets must be:
iOs version 10 or above.
Android version 7 or above.
System requirements
  • Chrome browser recommended, not essential.
  • A valid LONEALERT license for lone workers accessing the system.

User support

Email or online ticketing support
Email or online ticketing
Support response times
Within working hours of 9am-5pm, however we aim to respond in 15 minutes

Out of hours number available for system critical issues.
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
No
Onsite support
Yes, at extra cost
Support levels
We provide support to our customers via our email and phone which are free as we offer unlimited remote support and training to our customers.

Initial enquiries come into first line support. In the unlikely event the query can't be dealt with, it is escalated to our inhouse second line team.

We don't charge for remote support.
Support available to third parties
Yes

Onboarding and offboarding

Getting started
We provide online training, alongside emails with information which provide detailed documents which will help them, for example PowerPoints for them to watch to help them set up etc. We offer support via phone calls and will answer any questions which they have when setting up. We also help set up there accounts to help make the process smoother.
Service documentation
Yes
Documentation formats
  • HTML
  • PDF
End-of-contract data extraction
The reporting suite is fully available until contract ends, from here all data can be exported in CSV files.
End-of-contract process
Service for the contracted period is included within the contract. At the end of the contract period, we provide a renewal quotation, generally at the same rates as the initial contract, which if accepted simply rolls the contract over.

If the contract ends, there is no charge or cancellation fee, or data deletion fee as routine. The only exception is if a client requests we retain data, we require one valid license to be kept in place to keep the account open.

Using the service

Web browser interface
Yes
Supported browsers
  • Firefox
  • Chrome
  • Safari
  • Opera
Application to install
Yes
Compatible operating systems
  • Android
  • IOS
  • Windows Phone
Designed for use on mobile devices
Yes
Differences between the mobile and desktop service
We provide a mobile app which is a option in our service for users to purchase, however we do focus around our desktop version as it allows and provides the most out of our service.

The OWL Portal to manage users is also mobile and tablet optimised.
Service interface
Yes
User support accessibility
None or don’t know
Description of service interface
The LONEALERT OWL Portal is a mobile friendly, progressive web interface that gives access to real-time and historic lone worker activity.

It includes user management, usage reports and the ability to share lone worker devices between lone workers.
Accessibility standards
None or don’t know
Description of accessibility
Our accessibility follows modern design principles, which is a progressive app. Users can navigate our web portal using keyboard and mouse.
Accessibility testing
This has not occurred at this moment.
API
No
Customisation available
No

Scaling

Independence of resources
We implement load balancing and have multiple databases to reduce spikes in demand affecting our users. We also utilise DDOS protection for our web portals.

Analytics

Service usage metrics
Yes
Metrics types
We provide data of how often people log in, alerts, locations and timers etc.
Reporting types
  • Real-time dashboards
  • 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
User control over data storage and processing locations
No
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
In-house
Protecting data at rest
  • Encryption of all physical media
  • Scale, obfuscating techniques, or data storage sharding
  • Other
Other data at rest protection approach
Secure controlled access to online portals, by internal staff. Secure controlled access to physical machines to trained internal staff only.
Data sanitisation process
No
Equipment disposal approach
A third-party destruction service

Data importing and exporting

Data export approach
Users of LONEALERT can export their data as a excel document (xlsx format)
Data export formats
Other
Other data export formats
Xlsx
Data import formats
  • CSV
  • Other
Other data import formats
  • Xlsx
  • SSO through integration with Microsoft Azure/Office 365

Data-in-transit protection

Data protection between buyer and supplier networks
  • Private network or public sector network
  • 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
We don't offer service level agreements as standard. Our service is a life critical service and by design is highly reliable.

Any issue with the service would affect all our clients and so clearly our top priority will be to restore service as soon as possible.
Approach to resilience
We utilise multiple UK based data centres which are fully load balanced, along with load balancing, DDOS protection and WAF which are continually maintained.
Outage reporting
Email alerts are sent to all customers.

Identity and authentication

User authentication needed
Yes
User authentication
Username or password
Access restrictions in management interfaces and support channels
We give account holders the ability to access key features based on user profiles.
Access restriction testing frequency
At least every 6 months
Management access authentication
  • Username or password
  • Other
Description of management access authentication
Using SSO via Microsoft Azure.

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
Between 6 months and 12 months
Access to supplier activity audit information
Users have access to real-time audit information
How long supplier audit data is stored for
Between 6 months and 12 months
How long system logs are stored for
Between 1 month and 6 months

Standards and certifications

ISO/IEC 27001 certification
No
ISO 28000:2007 certification
No
CSA STAR certification
No
PCI certification
No
Cyber essentials
Yes
Cyber essentials plus
No
Other security certifications
Yes
Any other security certifications
  • BS8484:2016
  • BS7858
  • BS5979 Cat 2 (in sub-contract alarm receiving centre)

Security governance

Named board-level person responsible for service security
Yes
Security governance certified
No
Security governance approach
We treat security fundamentals as a core part of our organisations goals and priorities. Key staff are identified for making security decisions.

As an SME, we haven't committed the resource to go for certification as yet, but it is on our development road map to do so within the next 24 months.
Information security policies and processes
We follow internally agreed information security policies and processed to maintain the security of our software and systems.

The policies are owned by the Senior Software Development Manager and he is responsible for carrying out reviews and testing of these regularly.

Any issues are reported to the Board of Directors.

Operational security

Configuration and change management standard
Supplier-defined controls
Configuration and change management approach
All changes go through internal technical review, automated testing and quality analysis. All new releases are analysed for vulnerable packages. All changes are tracked and controlled by source control.
Vulnerability management type
Supplier-defined controls
Vulnerability management approach
Daily vulnerability code scanning occurs automatically. Internal reviews of cloud services occur monthly. Key staff are enrolled on programs to inform them of any new potential threats.

All security issues are treated as high priority and to be completed within 7 days, with the objective of less that 24 hours.

High priority issues are released as a hot fix after all internal reviews are passed, rather than a planned release cycle. Issue tracking systems and regularly reviewed by relevant staff and team leaders are responsible for tickets to be completed in time.
Protective monitoring type
Supplier-defined controls
Protective monitoring approach
Systems are monitored using industry tools (lynis) regularly. Any affected customers will be informed by there main contact as soon as the compromise is identified. Any potential compromises are dealt with as a high priority item, and therefore should be actioned within 7 days, with the objective of less than 24 hours.
Incident management type
Supplier-defined controls
Incident management approach
Users can report incidents by our standard support channels, which would be email and phone.

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

Social Value

Fighting climate change

Fighting climate change

Our environmental policy requires us to reduce our carbon footprint whereever possible. As a small company with very little process we don't have a huge carbon footprint to begin with, but our efforts include remote meetings, using public transport, minimising waste and using most efficient means to transport goods, as well as disposing of waste responsibly and recyling where possible.
Equal opportunity

Equal opportunity

We are committed to providing equal opportunies to any applicant.

Pricing

Price
£66 to £220.32 a licence a year
Discount for educational organisations
No
Free trial available
Yes
Description of free trial
We offer a 7-14 day free trial, with the option of who responds to alerts, like a normal purchase. You can also trial up to 5 access licenses.
Link to free trial
https://www.lonealert.co.uk/pages/forms/trial-access-range/

Service documents

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