Frequentis (UK) Limited

FlagMii EML

FlagMii EML is a solution that uses an Enhanced Mobile Link (EML), a direct reserved channel between a call-taker's workstation in a Control Room and a mobile device e.g. a smartphone of a person in distress to share multimedia data.

Features

• Live video-streaming
• Picture sharing
• Sharing of geo-location
• Position tracking
• Two-way texting (free text chat)
• Chat-based interview protocols
• Text/question-associated pictograms
• Real-time language translation
• Audio exchange
• Document exchange

Benefits

• Cost- and time-saving
• No app required
• Intuitive User Interface
• Have your control room everywhere where your network is
• Use it on any device (PC, laptop...) in your network
• Full maintenance and helpdesk arrangements
• Supporting Deaf People

£17,500 to £350,000 a licence a year

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 vicki.lee@frequentis.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

494005961690492

Contact

Vicki Lee
020 300501 84
vicki.lee@frequentis.com

Service scope

• Software add-on or extension: Yes, but can also be used as a standalone service
• What software services is the service an extension to: Regola Unique CAD Solution
• Cloud deployment model: Public cloud
• Service constraints: N/A
• System requirements:
  • Certified web browsers: Chrome
  • LAN/WAN connectivity that meets minimum bandwidth and network performance metrics
  • System requirements may change as new product versions are released

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Frequentis customer service follows these core principles:; • To provide services according to ITIL and industry best practice principles; • A technical service support is available 24/7 (depending on FlagMii EML package); • Continuous platform monitoring to enable a response to alarms and events before they become service impacting; • Help desk hours from 8am to 6pm UK Time; • Multiple communication channels; • Help desk acts as a primary point of contact for buyers.
• User can manage status and priority of support tickets: No
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), 7 days a week
• Web chat support: No
• Onsite support: Yes, at extra cost
• Support levels: Corrective Maintenance: 1st level (Service Desk),; Corrective Maintenance: 2nd level (Technical Support + Development Team),; Corrective Maintenance: 3rd level (Development Team),; Application Updates: Minor Releases,; Application Updates: Emergency and non-emergency Patches,; ; Other support levels available dependant on contracted package: ; H24x7 Service,; Application Updates: Major Releases,; FlagMii EML Additional Services (please see chapter 3.3):; a) Training Services, ; b) Special Service Requests, or; c) RFC (Request For Change).
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Our aim during onboarding is to provide a simple and efficient process to enable the services required to be optimised to the Buyers’ requirements. We are experts in the field of communications and incident management provision and will ensure we work with buyers to mitigate risks and alleviate the concerns that introducing new technology often brings. The core of enabling an efficient process is a plan, which is the first element of our onboarding process. ; This plan will be based on the familiarisation, training, configuration and support.; The onboarding plan will include:; • Amount and duration of workshops; • Setup and standard configuration; • User acceptance test; • Training; • Documentation; • Key contacts and points of escalation for onboarding ; • Key contacts and points of escalation for the service; • Billing and payment; Once the workshops are completed our UK-based team will configure and test FlagMii EML together with the buyer in an acceptance test. Any additional support will be defined as part of the onboarding plan.; Onboarding is included in the service pricing as it is based on our best practices and therefore will be quoted as stated in the pricing information document.
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: Users have access to all data held within the solution, access via the browser and are able to extract required data. Suitable RRD policy to be applied by the customer.
• End-of-contract process: Upon expiry or termination of the service, Frequentis will activate an exit plan. The exit plan will include:; • Details of the statistical and reporting data that will be available up to 7 days after exit; • Details on how an extract of the statistical data will be made available to the Buyer; • After 7 days the tenant and all the data contained in it will be removed; Any supplemental exit services may be agreed as part of the Change Control Procedure.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: None, as this is a browser based application.
• Service interface: Yes
• User support accessibility: WCAG 2.1 A
• Description of service interface: Access to the Technical Support Services is via a web platform, accessible 24 hours a day. ; The credentials for access the support portal will be provided upon contract conclusion and the appointment of a Customer contact person for all aspects relating to the Technical Support Services, who will be responsible for official communication.
• Accessibility standards: WCAG 2.1 A
• Accessibility testing: The FlagMii EML user interface has been designed based on user feedback from our wide range of customers, structured observations and adherence to established GUI guidelines like ISO9241 and ISO11064.
• API: Yes
• What users can and can't do using the API: The FlagMii API is a standardised interface that allows a third-party client or system to securely access all functionalities of the software. It allows full access to correlating functionality and data as well as to control the FlagMii EML clients.
• API documentation: Yes
• API documentation formats:
  • Open API (also known as Swagger)
  • PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Languages used, ; Pre-canned questions, ; Images,; User access

Scaling

• Independence of resources: Each customer has their own tennent, sized according to number of users and a usage tier selected when purchasing the service. ; As this service is hosted in MS Azure, the infrastructure can be scaled indefinitely.

Analytics

• Service usage metrics: Yes
• Metrics types: Additional software is used called Tableau, at an additional cost.
• Reporting types:
  • 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: Up to Developed Vetting (DV)

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: Complies with a recognised standard (for example CSA CCM version 3.0)
• Penetration testing frequency: At least once a year
• Penetration testing approach: ‘IT Health Check’ performed by a CHECK service provider
• Protecting data at rest: Encryption of all physical media
• Data sanitisation process: Yes
• Data sanitisation type: Deleted data can’t be directly accessed
• Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v.30, CAS (Sanitisation) or ISO/IEC 27001

Data importing and exporting

• Data export approach: Data can be exported such as video streams and image file types to local devices, where the browser is being accessed from.
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • PDF
  • JPEG
  • .PNG
  • MP4
• Data import formats: CSV

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
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Other
• Other protection within supplier network: All data within the FlagMii EML network is further protected by Azure Network Security Groups that restricts traffic flows to the minimum required by the application and segregates each customer’s data from another.

Availability and resilience

• Guaranteed availability: FlagMii EML has a level of availability of 99%.; This level of high-availability is built on multiple factors: the design and architecture of the infrastructure, redundancy mechanism of the application and the underlying cloud infrastructure. Spread over a geo-redundant implementation.
• Approach to resilience: The architecture of FlagMii EML is designed to meet the high-availability and reliability requirements for mission critical environments. The system is a software-based solution, based on Frequentis standard software products. Resilience is achieved on multiple levels.
• Outage reporting: The service provides email alerts to designated customers recipients, providing timely information about system events impacting their service.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Username or password
• Access restrictions in management interfaces and support channels: Only authorised, security cleared System Administrators will have access to facilities that relate to any technical configuration, to make sure that no operator etc. can change administrative configurations.; System Administrator access requires 2-factor authentication.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Username or password

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: User-defined
• Access to supplier activity audit information: Users contact the support team to get audit information
• How long supplier audit data is stored for: User-defined
• How long system logs are stored for: User-defined

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: CIS - Certification & Information Security Services GmbH
• ISO/IEC 27001 accreditation date: Date of initial issue: 16.05.2011
• What the ISO/IEC 27001 doesn’t cover: N/A
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: Yes
• Any other security certifications:
  • ISO/IEC 27017 (Regola)
  • ISO/IEC 27018 (Regola)

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: Frequentis develops and produces communication systems for safety-critical applications and for the defence market. Frequentis runs a certified information security management system according to ISO 27001:2013 focused on risk management and continuous improvement.; The System Security Policy Guidelines provides practical work instruction for the implementation. The policy further refers to other accompanied documents that address extensive topics e.g. Incident Response Plan or Software Implementation Guidelines.; The policy is signed by the management. It is implementation independent and comprises the whole Frequentis product portfolio. The policy requirements are enforced through the security process.; The policy addresses the security requirements for system design and implementation within product or project development. Policy content is based on industry well known best practices that applies to Frequentis systems. On top of this, a Security Assessment methodology complements the requirements in cases that the security requirements cannot be fulfilled by the best practices only.; Security process is incorporated in the Frequentis development process. Engineering policy addresses the security requirements for system installation, configuration and integration. Similar to the development process, the requirements are followed and checked in the particular project milestones referring to the delivery process.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Frequentis uses a Configuration Management Database (CMDB) tool to manage all Configuration Items(CIs) of FlagMii EML through their lifetime. CIs are tracked starting with the first planning until implemented/activated/delivered including phasing out and service discontinuation. It gives information about the specific configuration information (e.g. software version) and other relevant data for technical operation of the service.; Every alteration of the system or its configuration is subject to the change management process. As a consequence, every workaround or patch has to pass the impact assessment including evaluation of possible security implications.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Frequentis Security & Incident Response Team (SRT) focuses on the identification of emerging security incidents. Common vulnerabilities issued in the security community are collected, assessed and pre-filtered in terms of applicability to Frequentis systems by company-wide communication via security notifications in different notification categories. The category is defined based on the nature of the exploit, the attack vector and involvement of classified data.; Cooperation with the customer concerning vulnerability classification and notification shall be agreed and form part of the service support agreement.; Our SIRT follows CERT, all major hardware/software vendors, Mailing lists and forums as well as Social media.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: The Frequentis support organisation monitor the emerging exploits/vulnerabilities and identify the incidents related to utilized components for the achievement of satisfactory security and safety. Monitoring is done on behalf of various sources (see vulnerability).; One of the 4 security categories is assigned to the identified warning and respective reaction (Security Notification of Security Information) is issued to the concerned parties. The responsible experts evaluate the notification applicability in the system environment and configurations and provide proper response to the concerned customers. The vulnerability level, response times and the scope shall be defined in service agreement between Frequentis and the Buyer.
• Incident management type: Supplier-defined controls
• Incident management approach: Frequentis Incident management process is aligned to ITIL v3 and contractual KPIs. Users can report Incidents by phone, fax, web-portal and email. All interactions are logged within the Frequentis ITSM tooling and the incident is given a unique case reference. Each incident is assigned an impact and urgency to define the Incident priority. Once logged all actions are logged within the ticket through to resolution and confirmed closure with the Buyer. Users can request and update incidents throughout the incident lifecycle via any of the communication methods. Users can also receive automated incident progress updates if required.

Secure development

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

Public sector networks

• Connection to public sector networks: No

Social Value

• Social Value:

  Social Value

  • Equal opportunity
  • Wellbeing

  Equal opportunity

  Frequentis UK, as with Regola and Frequentis AG, is an equal opportunity employer striving for workforce that is diverse in age, gender, and ethnicity. All decisions & processes relating to our people – recruitment, training, remuneration, and promotion – are based on suitability, performance, qualifications, integrity, and similar criteria. Through our policies and our inclusive culture, we ensure any employee with any disability is able to succeed and has equal opportunities, and make all reasonable adjustments required to facilitate this. We have a diverse workforce at Frequentis UK which underpins our ongoing commitment to equal opportunity.; ; Our onboarding programme sets every individual up for success no matter which role, with a bespoke programme developed for every new starter built around their individual needs, with the support of line manager in the UK and a formal mentor in Frequentis AG. We continually invest in our people & their development with an Online training portal with access to free courses for skills/ knowledge build, together with providing free access to tools such as O’Reilly.; ; We follow the best practise in Frequentis AG and have formal, SMART goals defined for every individual annually, with regular check in’s with line managers to ensure any support, training, knowledge required by the individual to achieve their goals is identified and addressed. In addition we conduct regular reviews of salaries based on market benchmarking and CPI.; ; Within our Public Safety Business Unit we do not have any 3rd party suppliers, however in our other Business Units we have processes in place to undertake checks and have a verification process to identify and manage the risks of modern slavery in our supply chain. For our workforce, we conduct an annual training course for Modern Slavery.

  Wellbeing

  We put our people & their wellbeing at the centre of everything we do – from recruitment processes to ongoing wellbeing initiatives.; All of our policies, which are available in our Employee handbook , and Employment contracts are updated and refreshed annually, and all reflect the latest in UK Employment Law requirements. including the Good Work Plan – this includes Flexible working & shared parental leave, etc.; ; We provide a number of employee benefits to our people, with the objective of supporting their financial, physical and mental health wellbeing. These ongoing benefits include Vitality health Insurance, Life assurance (Death in Service), pension & Cycle to work scheme, and an employee assistance programme where employees can speak to a GP 24/7, get physiotherapy, get financial advice or speak to a counsellor. We also have ad hoc initiatives focused on wellbeing as example our team challenge to get outdoors and get active, and provide opportunities both for each team, and the full UK to get together and connect with each other, to promote the critical sense of belonging and psychological safety.; ; We also ensure that the working environment is positive through the office design, and meets all the H&S requirements – whether for those office based employees or home based employees. We conduct annual H&S training specifically targeting each work location, together with Display Screen Awareness training.

Pricing

• Price: £17,500 to £350,000 a licence a year
• Discount for educational organisations: No
• Free trial available: No

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 vicki.lee@frequentis.com. Tell them what format you need. It will help if you say what assistive technology you use.