Vivedia Ltd

Life's Big Moments - Audio-visual for Register Offices

Life's Big Moments is the UK's leading platform for the management and delivery of high quality, reliable audio visual experiences for Registration Services. Perfect for weddings, marriages, civil partnerships, vow renewals and citizenship ceremonies. Our digital events are web accessible & we manage music provision, live streaming and visual tributes.

Features

• Straightforward end-to-end music management with extensive music library
• Live streaming with backup recording
• Seamless visual tributes with professional video editing
• Dedicated and proactive technical support and account management
• Custom-made software specifically for the Register Offices
• Proven local authority partner with extensive public sector experience

Benefits

• Easily manage and play almost any music families want
• Secure, accessible, reliable, letting friends and family watch from anywhere
• Powerful images as the perfect addition to any ceremony
• Confidence to deliver your service with our support
• Dedicated to the unique needs of registrars
• Experienced with the operational and technical needs of local authorities

£400 a unit a month

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 sales@vivedia.net. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 13

Service ID

590701381525585

Contact

Jo Muscroft
0203 009 0700
sales@vivedia.net

Service scope

• Software add-on or extension: No
• Cloud deployment model: Hybrid cloud
• Service constraints: Venue must have a wired internet connection. Venue requires basic hardware on-premises to ensure service continuity in the event of internet loss.
• System requirements:
  • A stable internet connection with commercial-grade infrastructure and support
  • Minimum 10 Mbps download / 2 Mbps upload

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Response times during support operating hours: Critical issue - 10 minutes. Priority issue - 2 hours. Maintenance issue - 1 working day.
• 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: All customers have access to the same proactive support team as standard, including technical support manager and account manager. Systems are proactively monitored during operating hours. Customers can access support via phone or email. Operating hours are Monday to Friday, 8:30am to 5.30pm. Saturday/Sunday/UK Bank Holidays: 8:30am to 12 noon. Response times are critical issue - 10 minutes, priority issue 2 hours and maintenance issue 1 working day. If onsite support is required this will be agreed with customers. See pricing document for details.
• Support available to third parties: No

Onboarding and offboarding

• Getting started: We have a dedicated, experienced onboarding team who will support customers starting to use our service with a multi-stage plan. This includes initial orientation phone or video calls and optional remote, online training for all staff. On the day before go-live, experienced engineers will visit site and further support and train customers. All costs included within our package.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • ODF
  • PDF
• End-of-contract data extraction: Our customer support team will provide all requested data in csv or .mp4 format at the end of the contract.
• End-of-contract process: Our customer support team will assist the customers in moving to any alternative arrangement at no extra charge.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: Application is scaled to fit mobile devices.
• Service interface: Yes
• User support accessibility: WCAG 2.1 AA or EN 301 549
• Description of service interface: Easy-to-use website for ordering and managing products such as music, live stream and visual tribute orders. The onsite hardware 'Maestro' allows simple control of playing music/tributes and starting/stopping live streams on the day.
• Accessibility standards: WCAG 2.1 AA or EN 301 549
• Accessibility testing: Internal Test team test functionality and usability
• API: Yes
• What users can and can't do using the API: User will be able to work with our services via a RESTful interface. The API provides a method of authenticating and authorising users before being able to query, create and delete services.
• API documentation: Yes
• API documentation formats: Open API (also known as Swagger)
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Our onboarding team work with customers to customise the platform for their funeral venue. Options include changing service times and chapel names. Some settings can be customised by users themselves, but most are configured by our team.

Scaling

• Independence of resources: We employ both load balancer and a content delivery network (CDN) built for high performance and improved security (encryptions and access controls), with global points of presence. We are able scale automatically to reach viewers across the globe in milliseconds, and the regular performance testing process ensures the number of simultaneous connections is in excess of 10,000 connections.

Analytics

• Service usage metrics: Yes
• Metrics types: We provide customers with data on service usage for music, live stream and visual tribute services.
• Reporting types:
  • Regular reports
  • Reports on request

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Staff screening not performed
• Government security clearance: Up to Baseline Personnel Security Standard (BPSS)

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: Managed by a third party
• Penetration testing frequency: At least once a year
• Penetration testing approach: ‘IT Health Check’ performed by a Tigerscheme qualified provider or a CREST-approved service provider
• Protecting data at rest: Physical access control, complying with SSAE-16 / ISAE 3402
• 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: Our customer support team will provide all requested data in csv or .mp4 format.
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • .MP4
  • USB
  • DVD
  • Blu-Ray
  • Audio CD
• Data import formats: Other
• Other data import formats:
  • .mp3
  • .jpg
  • .mp4

Data-in-transit protection

• Data protection between buyer and supplier networks: TLS (version 1.2 or above)
• Data protection within supplier network: IPsec or TLS VPN gateway

Availability and resilience

• Guaranteed availability: Our standard SLA is a proven 99.9% availability. We achieve this with a mixture of proactive monitoring and automated resiliency.
• Approach to resilience: We follow best practise for AWS Well-Architected Services. Further information is available on request.
• Outage reporting: We have a private dashboard for internal use. We will email customers with an incident report following any outages.

Identity and authentication

• User authentication needed: Yes
• User authentication: Username or password
• Access restrictions in management interfaces and support channels: Once authenticated user access is determined by the role performed.
• Access restriction testing frequency: At least every 6 months
• Management access authentication: Username or password

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: At least 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: At least 12 months
• How long system logs are stored for: At least 12 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: No

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards: Other
• Other security governance standards: We comply with Cyber Essentials, use ISO 27001 approved datacentre's and we are working to further enhance our security governance by working towards ISO 27001.
• Information security policies and processes: We comply with Cyber Essentials that set outs a set of controls for an organisations data and services. Our standards for Information Security Policy can be made available to clients upon request.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: We follow a best practice approach to change and configuration management with change managed in accordance with our QMS standards and policies.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: We scan and are subscribed to various industry recognised sources such as https://cve.mitre.org/ for the latest threats. Our vulnerability management process requires us to assess the impact. Critical threats are expedited, to minimise any impact, at the earliest opportunity.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: We monitor and log possible malicious activity or policy incidents. Any intrusion is escalated and dealt with as a matter of urgency.
• Incident management type: Supplier-defined controls
• Incident management approach: We have a structured incident management process. Users report incidents through our dedicated support team. Incidents are then recorded in our support systems to ensure that incidents are tracked and resolved in a timely manner. We then share incident reports with clients, as a record of the incident.

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

  Environmental management. Our business has a low environmental impact, due to the nature of our services. Our live streaming provision enables people to experience ceremonies without requiring them to travel, and the digitised music and tribute service removes the need for families to purchase or copy physical media purchases such as USB or DVD, reducing landfill. We operate in line with ISO 14001 and have a formally documented Environmental & Sustainability Policy, which outlines our key environmental and sustainable procurement aims. Other ways we promote sustainability within our organisation: virtual meetings - we hold meetings virtually (via video call) wherever possible, home-working - circa 75% of our staff predominantly work from home, remote assistance - we resolve 98% of issues without the need for an engineer to physically attend site. Local supply chain, we work with local suppliers who provide broadband, hardware, stationary, cleaning services, book-keeping services, security, and refuse collection, Recycling/repurposing - we work with a charitable registered Waste Carrier with the Environment Agency, who recycle/repurpose our unwanted or outdated AV equipment and distribute hardware. Energy efficiency: we have implemented automatic low-power modes for all equipment between the hours of 11pm and 6am, saving over 42,000kwh per year.
• Covid-19 recovery:

  Covid-19 recovery

  Our company provided a vital service during the Covid-19 pandemic, helping to support the UK registration services who were restricted in their access. We continue to provide opportunities to our local community, including taking on apprenteces and work experience placements to address skills gaps.
• Tackling economic inequality:

  Tackling economic inequality

  We are committed to a fair rate of pay, and pay all of our staff and sub-contractors above the Real Living Wage Foundation's 'Real Living Wage'. We offer a range of bonuses for life events, such as marriage and babies. We share in the success of our company with an annual bonus, based on company performance and shared amongst all staff. We ensure that there are fair and transparent opportunities for career progression withint the company. We have an annual training budget for every member of staff and our team are supported in obtaining relevant training especially to develop skill shortages.
• Equal opportunity:

  Equal opportunity

  We are commited to equal opportunities within the company, treating all of our employees and job applicants equally. We do not discriminate against any employee or job applicant on grounds of (including, but not limited to) their race or colour, nationality, national or ethnic origin, gender, marital status, religion, age, sexual orientation or disability. Our HR manager has prime responsibility for implementing and monitoring the Policy, keeping the policy up to date and in-line with the UK law as well as goverment guidelines. All queries relating to equal opportunities issues are referred directly to them. All employees are personally responsible for applying the Company's Policy and for not discriminating against another employee or potential employee. Managers are also responsible for ensuring that neither they, nor employees reporting to them, unlawfully or unfairly discriminate against existing or prospective employees.
• Wellbeing:

  Wellbeing

  We provide our staff with a range of free benefits to help them with both physical and mental wellbeing including our Employee Assistance Programme - confidential helpline for anyone needing help or advice on a specific issue or general mental health, healthy snacks - free fresh fruit and snacks available to all office-based staff, delivered to office weekly by a local supplier, breaks - team are strongly encouraged to take regular stretch/rest breaks from their screens. We allow a full hour lunch break and encourage our team to take part in some form of physical activity during this time. We have recently started a lunchtime walking club which we have found useful in helping with both mental and physical well being, by being both a social and physical activity.

Pricing

• Price: £400 a unit a month
• Discount for educational organisations: No
• Free trial available: No

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 sales@vivedia.net. Tell them what format you need. It will help if you say what assistive technology you use.