Jigsaw24

Jigsaw24 - LucidLink Cloud Storage Solutions

Supporting your remote workflows, LucidLink presents cloud storage as if it were local. LucidLink removes the need to install hardware into your environment, allows for always-on data access to cloud stored assets, and supports global collaboration in real time; all protected by secure end to end encryption.

Features

• Rapidly ingest hi-res footage for immediate access anywhere
• Run NAS workflows in the cloud
• Protect and secure projects via automated snapshots and data encryption
• Work on projects concurrently with global file locking
• Archive footage to infinitely scalable cloud storage
• End-to-end security encryption of workflows
• Embeds as a filesystem, no middleware
• Centralised repository
• Secure collaborative video editing - global access
• Supports all popular editing platforms

Benefits

• Eliminate costly transfer services
• Immediately access and review video at any time
• No hardware or onsite IT support required
• Works with any S3 object storage
• Instant on-demand file access from anywhere in the world
• Pay only for the capacity being used
• File acceleration built in
• Supports all operating systems
• Migration, training and integration consultancy
• Qualified, flexible support built in

£40 a terabyte a month

• Free trial available

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  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 gps@jigsaw24.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

508686468456198

Contact

Simon Taylor
03332 400 888
gps@jigsaw24.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: Non-Linear Editing tools, Media Asset Management platforms, and Digital Asset Management platforms; including Adobe Premiere Pro, Avid Media Composer, Apple Final Cut, Blackmagic Resolve, Mimir, Iconik
• Cloud deployment model:
  • Public cloud
  • Private cloud
• Service constraints: None
• System requirements:
  • MacOS Sierra (10.12) and above
  • Windows 7 SP1, and above, Windows Server 2008 and above
  • Ubuntu, Linux Mint, Amazon Linux, Arch Linux; Debian, RHEL/CentOS
  • Internet Connectivity
  • 2 GB or more of RAM (4 GB recommended)
  • 200 MB available local hard drive space for installation

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Standard 8.30 to 6.00 Monday to Friday (Bank Holidays excluded, extended hours available).; ; We respond within 30 seconds and, during working hours, will immediately triage the call into a Support Priority 1 - 4 basis. Response and fix times vary from 1 hour to next business day depending on level of priority. Where necessary, calls are escalated to third line resolver groups with the manufacturer/vendor.; Priority 1s are monitored daily to ensure high levels of performance; current performance includes:; · 95.9% first time fix; · 34-minute average response time; · 22-hours average resolve time (P1-P4).
• 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: 9 to 5 (UK time), Monday to Friday
• Web chat support: No
• Onsite support: Yes, at extra cost
• Support levels: Service availability SLA is 99.99%, with support for Priority Incidents 1-4 covering response times from 1hr to next business day.; • P1 Emergency (highest) - incident preventing multiple End Users from working or causing serious disruption to the Buyer’s business:; o Initial response time: 1 hour; o Assessment: 2 hours; • P2 Urgent - incident preventing any one End User from working or preventing/seriously degrading use of a critical application/service by multiple End Users with no alternative solution:; o Initial response time: 1 hour; o Assessment: 4 hours; • P3 Fault - minor incident affecting (not preventing) use of an application/service by one or more End Users:; o Initial response time: 1 hour; o Assessment: 8 hours; • P4 Request - a single user request for information or advice, or for access to an IT service e.g. a password reset:; o Initial response time: 1 hour; o Assessment: 48 hours; ; The customer will have an initial escalation point with their Account Manager. A ticket will then be raised and a Cloud Support Engineer or Technical Support will be assigned, depending on requirement.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Onsite/virtual training can be provided with supporting information provided via web courses and a comprehensive online forum. ; A LucidLink admin guide is also provided.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: At the end of the contract, Jigsaw24 can provide a service to migrate user data from or between LucidLink managed cloud S3 buckets and accounts into an alternative provider. Users need a live LucidLink instance to enable this migration. It is also possible to download all data into a local NAS using drag and drop.
• End-of-contract process: At the end of the monthly subscription term (having provided at least one months notice), Jigsaw24 can support data migration/download prior to the LucidLink instance ceasing. This migration service is chargeable on a day rate, plus any egress charges incurred by the provider.

Using the service

• Web browser interface: No
• Application to install: Yes
• Compatible operating systems:
  • Linux or Unix
  • MacOS
  • Windows
• Designed for use on mobile devices: No
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: Using the icon interface on the desktop from the installed application, users can select a cloud storage area, and after entering user credentials, click to mount. The user then continues using the storage area as if it were a local drive. Administration is undertaken through a control panel application to configure users, permissions and cloud accounts.
• Accessibility standards: None or don’t know
• Description of accessibility: The solution is embedded into the necessary operating system and conforms to the accessibility functionality of that native OS. Therefore any accessibility options with the OS will be available to the users, ie iOS users will be able to se speech recognition, magnification and visual tools.
• Accessibility testing: As part of our userbility testing we ensure the interface works correctly with the relevant operating system, and we are further implementing their party testing using the course of 2022.
• API: Yes
• What users can and can't do using the API: The LucidLink portal supports management, self-service and automation via RESTful APIs (Representational State Transfer Application Programming Interface). This allows integration of LucidLink into existing offerings where file storage may be required. ; The management and provisioning of file spaces can be automated via the LucidLink Service API and client connectivity to a file space can be automated via the LucidLink Client CLI.
• API documentation: Yes
• API documentation formats: Open API (also known as Swagger)
• API sandbox or test environment: No
• Customisation available: No

Scaling

• Independence of resources: All service aspects are independent. Constraints on the service are only affected by potential users constraints, i.e. their network connectivity to the cloud, or their device processing power to support the user interface, or their cloud provider service performance.

Analytics

• Service usage metrics: No

Resellers

• Supplier type: Reseller providing extra features and support
• Organisation whose services are being resold: LucidLink, IBM Cloud, AWS, Wasabi

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: Up to Security Clearance (SC)

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations:
  • United Kingdom
  • European Economic Area (EEA)
• 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: Another external penetration testing organisation
• Protecting data at rest: Other
• Other data at rest protection approach: LucidLink encrypts all the user metadata. The space layout portion of the metadata remains unencrypted as it doesn’t contain any user-generated and hence potentially confidential information. Each file or folder’s encryption key is used to encrypt its data and metadata. The encryption key is itself encrypted with the key of its parent folder. This forms a chain of encryption keys that goes all the way to the root folder key, which is then wrapped by a master key. Large files are split into blocks, and each block is encrypted separately.
• Data sanitisation process: No
• Equipment disposal approach: A third-party destruction service

Data importing and exporting

• Data export approach: Data is exported via the native client that is installed on their device
• Data export formats: Other
• Other data export formats: Files exported in original file format stored into the service
• Data import formats: Other
• Other data import formats: File format agnostic

Data-in-transit protection

• Data protection between buyer and supplier networks: TLS (version 1.2 or above)
• Data protection within supplier network: Other
• Other protection within supplier network: Data does not transit through our network

Availability and resilience

• Guaranteed availability: LucidLink offers 100% availability, as access is dependent on user data availability and cloud provider availability. Service credits are not available for the LucidLink service.
• Approach to resilience: As the network access is dependent on the user network and cloud provider availability, resilience needs to be inherent in the user set up. LucidLink is locally installed to support cloud access, so is not subject to standard outages.
• Outage reporting: Not applicable - outages will be subject to the cloud provider or network provider services.

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: Security policies can be configured to include further restrictions, and user administrators can limit access to data or admin privileges
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)
  • Username or password

Audit information for users

• Access to user activity audit information: No audit information available
• Access to supplier activity audit information: No audit information available
• How long system logs are stored for: User-defined

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Bsi
• ISO/IEC 27001 accreditation date: 09/03/2022
• What the ISO/IEC 27001 doesn’t cover: All aspects are covered
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: Yes
• Who accredited the PCI DSS certification: Lloyds Cardnet
• PCI DSS accreditation date: 17/09/2021
• What the PCI DSS doesn’t cover: We are fully covered for all scenarios where credit card data would be provided and handled by Jigsaw24.
• Cyber essentials: Yes
• Cyber essentials plus: No
• 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: Led by our company founder as the named representative, compliance with ISO27001 is a written requirement of employment at Jigsaw24 and is regularly assessed by our in-house auditing team as well as through six monthly externally led audits.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: The source LucidLink configuration is managed by the supplier. All changes or configurations are fully tested prior to release and approved so continuity of service is assured and the security impacts of potential changes are understood.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Source identified threats are managed by LucidLink through their vulnerability process. Any recognised threats or potential breaches are handled via patch management and implemented globally (depending on the severity and possible impact).
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Jigsaw24 have a protective monitoring policy, covering alerts, regular reviews and response commitments.
• Incident management type: Supplier-defined controls
• Incident management approach: If under a support contract, incidents can be reported to the Jigsaw24 systems team through our ticketing system and will automatically be raised to priority 1 if a cloud based system is affected. These incidents will be triaged or escalated to LucidLink as required, with reports provided to the affected users on a regular basis.

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

  • Fighting climate change
  • Covid-19 recovery
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  Jigsaw24 have set an ambitious target to halve our Scope 1,2 and 3 carbon emissions by 2030, and to achieve Net Zero emissions by 2040. We signed up to the Science Based Targets Initiatives (SBTI) in 2022, which is a long-term commitment to true carbon emissions reduction, without the use of offsetting until we achieve residual ‘hard to abate’ emissions.; ; Since 2022, Jigsaw24 have committed to calculating our Scope 1, 2 and ten categories of Scope 3 emissions that are relevant to the business, including ‘Use of sold goods’, and ‘EOL treatment of sold goods’, for the Apple products that we sell to our customers.; ; Some of our climate change activity includes: ; • 100% renewable electricity purchased across all premises since 2023.; • Investment in LED lighting, efficient HVAC and energy efficient appliances and IT equipment across all sites.; • Electric vehicle, cycle to work and Tram2Work Salary sacrifice schemes available to all staff, to reduce emissions from business mileage as well as employee commuting. The EV scheme has so far removed 21 ICE vehicles from our company fleet.; • Improved Energy performance ratings in all of our buildings, particularly in our new London office that replaced an inefficient four-story building, and improved insulation at our HQ.; • Combined ISO9001, ISO 14001 and ISO 50001 certified management systems in place, ensuring that environmental stewardship and energy management is core to all operations, from design of our facilities to the design and delivery of our service offerings.; • We report to the Eco Vadis ESG assessment platform, achieving a Gold award, and the Climate Disclosure Project (CDP), achieving a B rating.; • We provide a suite of lifecycle management service offerings, such as remote device management & support, (JML) device logistics services, cloud software, and are an authorised Apple repair centre.

  Covid-19 recovery

  The Jigsaw24 Coronavirus Co-ordination Group was established to implement government guidance and legislation, with actions cascaded to staff, customers and suppliers to support our relationships throughout the pandemic. This was imperative to maintain our communities and build foundations for strong COVID-19 recovery. Whole company remote working (with protected spaces for warehouse staff) and support to suppliers in sourcing alternative products ensured Our financial performance was maintained, and our growth continued, with our Public Sector business growing from £400k to £20million+. ; ; We invested in our own remote capabilities and supported our teams with training and support for remote engagement. Since the easing of restrictions, we have continued to recruit using a hybrid location model, opening opportunities for women returners, part time workers and those with caring responsibilities. ; ; COVID-19 showed us that human skills are as important as technical ones, leading us to expand our apprenticeship and work placement programmes to tackle unemployment and skills gaps. Leaning into our local communities, we have recruited six apprentices from Nottingham College over the last twelve months and are working with Business in the Community to identify relevant engagement projects. ; ; With a ‘work is what we do, not where we are’ outlook, Jigsaw24’s care and approach, has maintained our customer and supplier relationships, despite the pandemic. This is driven better mental health, greater engagement, and higher levels of satisfaction from both internally and externally. Remote/hybrid engagement is now our default for non-warehouse/service centre roles. ; ; As the Technology Partner for DHSC programme Test&Trace and Care Homes, ensured our support for over 20,000 devices into critical frontline and vulnerable social services. For our people, we provided a clean, safe space to work – remotely or office as needed – and introduced Health Shield (employee healthcare programme) to support physical, mental, and social wellbeing.

  Tackling economic inequality

  By creating new businesses, jobs and skills, and increasing supply chain resilience and capacity, Jigsaw24 tackles economic inequality.; ; Our Social Impact Group ensures our values are continually supported, in our business and personal communities. ; ; We judge applicants (through an anonymous recruitment process) on their talent and potential, not just their educational attainment to widen opportunities for all people. Through this, several direct entry apprentices are now successful members of Jigsaw24 in roles throughout the business.; ; Our head office, where we have been for over 30 years, is based in an area of high economic deprivation and we strive to have an excellent relationship with our neighbours and support local suppliers. We encourage local recruitment and are signed up to the Living Wage Foundation. We work closely with the two major universities in Nottingham to offer development, training and further learning, ensuring opportunities are available for all members of staff.; ; To further tackle economic inequality we also provide full training and awareness of modern slavery, debt bondage and forced labour so our people can identify and support any instances of these issues. This awareness is also part of our supplier on-boarding, monitoring and training process and we map our supply chains to highlight high risk areas so appropriate mitigations can be put into place.; ; Our supplier base consists of around 400 suppliers, and we have strong relationships with all of them, with every supplier being supported with regards to ethical trading to an appropriate level.; ; We increase resilience within our supply chain by welcoming supplier feedback. This comes from day-to-day communication as well as quarterly and annual reviews with key suppliers. We also maintain financial resilience, reduce business risk and generate a positive impact on the wider economy by paying our suppliers on time, in line with the Prompt Payment Code.

  Equal opportunity

  We tackle imbalances within in the UK IT industry by regularly reviewing business practices, from recruitment to development to inclusive data-driven actions, as well as identifying ways in which to support the next generation.; ; We receive and implement specialist training and guidance from Dr Suzanne Ross, Nottingham Trent University, around our Inclusion & Diversity strategy, including recruitment practices, policies and procedures, breaking down barriers and raising internal awareness. This has included a full remote working policy, enhanced parental leave, anonymising job applications and supporting flexible learning to encourage participation. ; ; We have already made a positive impact by encouraging more women to consider a career in IT by partnering with Nottingham Trent University to offer a bursary for a female student studying Computer Science. We also run mentoring programmes for women in media and support local students with career and education aspirations. We are signatories to the Race at Work Charter, the Disability Confident Scheme, Armed Forces Covenant, and Tech Talent Charter and support numerous work placements, apprenticeships and career returners.; ; Due to the size of our business, a Gender Pay Gap report is a legal requirement, and it provides a mechanism for us to review, reflect and identify actions to continuously improve within our sector. We have improved our ethnicity data capture and rolled out additional support to all managers regarding equality throughout the workplace. We have a full programme of online training that incorporates equality, diversity, modern slavery and ethical trading. All activity is supported through executive sponsorship, and we have a zero tolerance to of harassment and bullying across the business. ; ; We also create and publish a social value report where we hold ourselves accountable against all seventeen UN Sustainability Goals; including diversity and inclusion.

  Wellbeing

  Wellbeing within Jigsaw24 is not only providing an environment where the mental and physical health of our employees is nurtured, but also about how we improve, support and develop our wider communities; through supply chains, contract delivery, and where we live and work. ; ; We engage with community activity including charity fundraising, local volunteering and supporting work placements with schools, colleges and universities, that benefits both our staff wellbeing but also our community cohesion. We encourage engagement with programmes such as Young Enterprise, Local Enterprise Partnerships and community groups (Woodland Trust, Nottingham Hospitals Charity and Trussell Trust). We have broadened this to include toilet twinning to support community wellbeing across the world.; ; Locally, we have installed a defibrillator in our head office at Nottingham, to support our staff, and from a community aspect we can extend its use to the wider community and neighbouring businesses. We aim to install defibrillators across all sites, which are/will be registered on a national database. ; ; As a business and community resource, we have seven Mental Health First aiders in addition to our First Aiders, and have implemented Manager Mental Health training, with an aim to make mental health provisions and signposting more accessible. ; ; We completed our Health and Wellbeing survey early 2023 to inform our 2023-24 wellbeing roadmap. As a result, all employees receive health and wellbeing benefits to promote positive wellbeing. Through the ‘Thrive’ App (NHS Endorsed App for wellbeing), we offer 24/7 resources and support include GP access and a counselling telephone line for staff and their families, many who are members of our local community. ; ; Volunteering is encouraged throughout the business, encompassing Jigsaw24 values and the government’s voluntary core recommendations for businesses, to support the UN Sustainability Goals, and increase measurable community cohesion.

Pricing

• Price: £40 a terabyte a month
• Discount for educational organisations: No
• Free trial available: Yes
• Description of free trial: Jigsaw24 can set up a free trial for 5 users, for a month. This provides a fully featured trial of the full solution, with pre-sales support to understand how the service can support your business goals.
• Link to free trial: https://media.jigsaw24.com/contact

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  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 gps@jigsaw24.com. Tell them what format you need. It will help if you say what assistive technology you use.