Hospital Services Limited

Zoom Conferencing, Communications and Webinars

Zoom helps people stay connected so they can get more done together. The service brings innovation to a wide variety of user types with an easy, reliable and secure cloud platform for video and audio conferencing, collaboration, chat, and webinars across mobile devices, desktops, telephones, and room systems.

Features

• Easy, reliable and secure Unified Communications platform in the cloud
• Simplified video conferencing and messaging across any device
• Feature-rich cloud phone system for businesses of all sizes
• Reliable and secure webinars that scale to 50,000 people
• Instant Messaging tool designed to streamline communications
• Affordable and user-friendly video conferencing rooms
• Powerful, all-in-one platform to create virtual events and experiences
• Developer platform enables users to easily build apps and integrations
• Existing library of over 1,000 apps and integrations

Benefits

• Single unified communication platform built for the cloud
• Single admin console to ensure fast deployment/scalability
• Affordable, with predictable subscription pricing and clear licensing
• Frequent updates - hundreds every year
• An easy and intuitive user experience for fast adoption
• Easy administration with powerful user reporting and dashboard
• Development releases can be managed through MSI
• Dedicated Customer Success Manager for deployment and ongoing support
• Technical support available 24/7

£40 to £140,000 a licence 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 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

493786202214468

Contact

Graham Stewart
01157043000
sales@hsl.co.uk

Service scope

• Software add-on or extension: No
• Cloud deployment model: Public cloud
• Service constraints: Not applicable
• System requirements:
  • Internet– broadband wired or wireless 3G or 4G/LTE
  • Speakers and a microphone built-in or USB wireless
  • A webcam or HD webcam - built-in or USB plug-in
  • Or HD cam or HD camcorder with video capture card

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Zoom Support Hours are 24 x 7, including Public Holidays, where agents or technical engineers are available for email or live support. ; ; Target Response Time for a Support Ticket will be the time (a) commencing when Zoom receives a proper Support Ticket from Customer and (b) ending when customer receives notification.For Pro, Business, API or Education plan subscribers this will be:; Priority 1 - Urgent: 1 Hour; Priority 2 - High: 4 Hours; Priority 3 - Normal: 24 Hours; Priority 4 - Low: 24 Hours; ; https://support.zoom.us/hc/en-us/articles/201362003-Zoom-technical-support; ; Please refer to the HSL Support Services for customised services
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.1 AA or EN 301 549
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: Web chat
• Web chat support availability: 24 hours, 7 days a week
• Web chat support accessibility standard: WCAG 2.1 AA or EN 301 549
• Web chat accessibility testing: Not applicable
• Onsite support: Yes, at extra cost
• Support levels: Zoom provides support through the Customer Success Manager (CSM) group. The CSM group is responsible for on-boarding new clients, training users and identifying any additional resources necessary for customer success and happiness. Zoom also provides free access to training and support videos on the zoom.us website. For larger Zoom clients, a dedicated CSM will be assigned and engage engineering resources to support any technical requirements.; ; HSL offer the alternative of bespoke professional services that enhances the Zoom offering. Please refer to the HSL Client Support Services for further details
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Customers are assigned a Customer Success Manager who is responsible for assisting with user training, adoption and problem resolution. The CSM is assigned for the life of the account.; ; Extensive self-support for all users is also available via our online help center and the Zoom Learning Centre: ; ; https://support.zoom.us/hc/en-us; https://learning.zoom.us/; ; HSL also offer bespoke customised professional services such as User Training, Guides, Implementation, Training, Project Management
• Service documentation: No
• End-of-contract data extraction: Upon contract termination, Zoom deactivates all user IDs related to the customer account and any saved data is deleted. Therefore, the customer will have to download any recorded meetings prior to their termination date by visiting their online user profile, navigating to their recordings and downloading selected recordings to an alternate source.; ; Zoom has a data retention standard that details how data is deleted when a customer terminates service (i.e., purged on day 31). Furthermore, our Data Protection Standard states how Zoom must sanitise media. Zoom has a process for records retention to ensure that Personal Information is retained for no longer than necessary to fulfill the obligations or meet legal retention requirements.
• End-of-contract process: Upon termination of the customer's contract, Zoom will deactivate all user IDs associated to that billing account and delete any saved recordings.; ; Zoom has a data retention standard that details how data is deleted when a customer terminates service (i.e., purged on day 31). Furthermore, our Data Protection Standard states how Zoom must sanitise media. Zoom has a process for records retention to ensure that Personal Information is retained for no longer than necessary to fulfill the obligations or meet legal retention requirements.

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
  • Linux or Unix
  • MacOS
  • Windows
  • Other
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: Zoom's desktop and mobile clients offer largely the same functionality and experience. The small number of differences are detailed at the following link:; https://support.zoom.us/hc/en-us/articles/360027397692-Desktop-client-mobile-app-web-client-and-PWA-comparison
• Service interface: No
• User support accessibility: WCAG 2.1 AA or EN 301 549
• API: Yes
• What users can and can't do using the API: The Zoom API provides the ability for developers to easily add Video, Voice and Screen Sharing to your application. Our API is a server-side implementation designed around REST, it does not support cross-origin resource sharing or access via a client-side web application.; ; The Zoom API helps manage the pre-meeting experience such as creating, editing and deleting resources like users, meetings and webinars. It also provides access to post-meeting information for tasks such as reporting and analytics. It does not provide access to the in-meeting experience such as current attendee list, who is current speaker or ability to mute participants; if you seek these features please have a look at our SDKs. ; ; Zoom API allows you to manage:; Users; Meetings; Reports; Groups; IM Groups; Cloud Recordings (Business and Education); Webinars; Sub-Accounts
• API documentation: Yes
• API documentation formats: Other
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Using Zoom APIs, you can customise your experience by building your own web portal to front end Zoom services and present as a login point to your end users.

Scaling

• Independence of resources: Zoom’s unique architecture allows us to quickly and easily scale to meet demand. We maintain 50% excess capacity in all aspects of our infrastructure to accommodate growing business, healthcare, and education needs and to meet peak usage requirements. Our proven infrastructure supports billions of meeting minutes a month and our architecture is built to handle growing levels of activity, as our unified communications platform is architected from the ground up to address the most technologically difficult aspect of communications: video. Our modern cloud architecture gives our platform its trademark reliability, quality, and scalability.

Analytics

• Service usage metrics: Yes
• Metrics types: The Zoom Dashboard allows administrators on the account to view information ranging from overall usage to live data relating to Zoom solutions. This data can be used to analyse issues that may have occurred as well better understand how users are holding meetings within your company.; ; The dashboard can report on Zoom Meetings, Zoom Rooms, Zoom Phone, Zoom Webinar, CRC Ports and CSV downloads.
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

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

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:
  • 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 SSAE-16 / ISAE 3402
  • Encryption of all physical media
• 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: You can export a CSV file with recording details, including the host's email, Meeting ID, Meeting Topic, start date and time, and file size. Recordings can be exported in MP4, MP3 and VTT formats.
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • MP4
  • MP3
  • VTT
• Data import formats:
  • CSV
  • Other
• Other data import formats: SAML

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • TLS (version 1.2 or above)
  • Legacy SSL and TLS (under version 1.2)
  • Other
• Other protection between networks: Zoom’s communications infrastructure for real-time video, audio, and data communications resides on Zoom dedicated servers, which are housed in SSAE 16 SOC2 compliant data centers.; ; Zoom sessions are completely temporary and operate analogously to the popular mobile conversation over the public mobile network.; ; Zoom can encrypt all presentation content at the application layer using the Advanced Encryption Standard (AES) 256-bit algorithm.; ; Zoom can secure all session content by encrypting the communications channel between the Zoom client and the multimedia router using a 256-bit Transport Layer Security (TLS) encryption tunnel.
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Legacy SSL and TLS (under version 1.2)
  • Other
• Other protection within supplier network: Zoom adheres to OWASP standards for internal security process.

Availability and resilience

• Guaranteed availability: SLAs are addressed in Zoom's Master Services Agreement (MSA) and may include 99.9% uptime, excluding excused downtime (maintenance).
• Approach to resilience: Zoom web services leverage AWS high availability infrastructure with multi-region configuration operating in Active/Standby mode. For realtime communications, Zoom leverages multiple Tier 1 data centers running in Active/Active mode.
• Outage reporting: Zoom posts any general incident announcement and other announcements including scheduled maintenance, outages, updates, through our status page at status.zoom.us. For incidents affecting a specific customer, Zoom will notify the account owner and administrator(s) through email or as specified in fully executed agreement.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
• Access restrictions in management interfaces and support channels: Management interfaces are accessed via user name and password derived from integration via SSO or user name and password stored in a salted hash. Interfaces are accessed based upon role based access control (RBAC).
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
  • Other
• Description of management access authentication: Management interfaces are accessed via user name and password derived from integration via SSO or user name and password stored in a salted hash. Interfaces are accessed based upon role based access control (RBAC).

Audit information for users

• Access to user activity audit information: Users contact the support team to get audit information
• How long user audit data is stored for: Between 6 months and 12 months
• Access to supplier activity audit information: Users contact the support team to get audit information
• How long supplier audit data is stored for: Between 6 months and 12 months
• How long system logs are stored for: Between 6 months and 12 months

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Schellman & Company, LLC
• ISO/IEC 27001 accreditation date: 12/06/2021
• What the ISO/IEC 27001 doesn’t cover: Not applicable
• ISO 28000:2007 certification: No
• CSA STAR certification: Yes
• CSA STAR accreditation date: 23/01/2017
• CSA STAR certification level: Level 1: CSA STAR Self-Assessment
• What the CSA STAR doesn’t cover: Not applicable
• PCI certification: Yes
• Who accredited the PCI DSS certification: Trustwave
• PCI DSS accreditation date: 31/01/2013
• What the PCI DSS doesn’t cover: Not applicable
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: Yes
• Any other security certifications:
  • SOC Type 2
  • TRUSTe

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards:
  • ISO/IEC 27001
  • Other
• Other security governance standards: Cyber Essentials, Cyber Essentials Plus, SOC2 Type 2, GDPR, TRUSTe Certified Privacy
• Information security policies and processes: Zoom's security policies are derived from ISO 27001 framework.

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: Change triggers for unique processes and controls are: Code, Database, Infrastructure, Data.; ; Weekly meetings held to request changes that need to be performed during maintenance windows. Change requests are presented, validated, and scheduled. Changes are approved by the Change Manager. Implementation in production should not be by the same individual who developed the change. When staffing levels do not permit this separation, management oversight and approval of the change and testing process ensure appropriate processes are followed. Dev and test environments are physically and logically segregated from production. No customer data is used in testing.
• Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Vulnerability management approach: Zoom has a formal Vulnerability Management Plan in place. Zoom performs monthly vulnerability and web application scanning using an external party (Qualys). Scan reports are reviewed by our Security and technical teams and discussed with the engineering and development teams. Validated findings are tracked in our JIRA system throughout remediation.; ; Zoom has a monthly patch cadence. Zoom will patch all applications, workstations, and servers (virtual or physical) with all current operating system, database, and application patches deployed in our computing environment according to a schedule predicated on the criticality of the patch. Maintenance/patching typically will have no service downtime.
• Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Protective monitoring approach: We have monthly vulnerability and web application scan. Findings are reviewed and validated by our technical and engineering team. Vulnerability rated on severity level and tracked using our JIRA system. Vulnerability fixes are release from our engineering team and follow our formal change management process for deployment to production. Zoom also has DDoS monitoring and Managed service in place. Affected traffic are diverted and filtered through a scrubbing centre.; ; Zoom responds to incidents as defined within our SOC2 report available upon execution of a mutual NDA.
• 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: Zoom communicates the incident response policy to internal and external users and instructs users to contact their supervisor and the information security representative if they become aware of a possible security breach. When a potential security incident is detected, a defined incident management process is initiated by authorised personnel. Incidents are tracked through the tracking application, which includes the corrective actions implemented in accordance with the defined policies and procedures.

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

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: £40 to £140,000 a licence a year
• Discount for educational organisations: Yes
• Free trial available: Yes
• Description of free trial: Zoom provides a free Basic license that includes some of the features and functionalities of paid user licenses with a 40-minute meeting limitation, no access to cloud recording or polling.

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.