Reliance High-Tech Ltd

Lone Worker Safety Solutions from Reliance Protect

Reliance Protect have been protecting lone workers since 2006. Our BS8484 solutions comprise a range of devices and apps utilising the latest technologies, all connected to our in-house 24/7/365 Alarm Receiving Centre. Our Focus portal enables customers to manage administration, elearning, live mapping and a wide range of reports.

Features

• Latest technology personal safety devices, smartphone apps, and wearables
• Waterproof devices with 2-way voice, GPS, WiFi locating
• Fall detection and timer check in/out features
• In-house BS5979 Category II Alarm Receiving Centre
• Portal for administration, powerful reporting, support guides and elearning
• Extensive field based account management and support
• User and manager training courses in-person, elearning, web based
• Unique Reference Numbers for UK Police fast track responses
• BS8484, BS5979 Category II, ISO27001, ISO14001, ISO9001, Cyber Essentials accredited
• Live mapping options for users and nearest colleagues

Benefits

• Reassurance and support for staff at risk 24/7/365
• 2 way voice communication between ARC and users
• GPS and Wifi for accurate indoor and outdoor locating
• Level 1 fast-tracked Police responses bypassing 999
• Bespoke alarm handling and escalation processes for customers
• Business continuity and disaster recovery externally audited processes and systems
• Highest standards of service delivery KPI measured
• Proactive field based account management, customer webinar programmes
• Maximise usage levels and user compliance through extensive management information
• APIs for business analytics integration

£4.29 to £15.99 a user a month

• Education pricing available
• 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 info@reliancehightech.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

617609603050941

Contact

Nicola Verrier
08451210802
info@reliancehightech.co.uk

Service scope

• Software add-on or extension: No
• Cloud deployment model: Hybrid cloud
• Service constraints: The RelianceProtect LoneWorker service is available through either dedicated hardware devices or by our mobile application which is compatible with both Android and IoS. Our REST API provides customers and other suppliers the ability to develop our product feature sets into their own bespoke solutions.
• System requirements:
  • Android Mobile app requires Android OS 5.0 and above
  • Apple Mobile app requires IOS 8.0 and above

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Calls and web chat are answered within 30 seconds, emails responded to within 1 working day
• 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: 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: None or don’t know
• How the web chat support is accessible: Our web chat is available across all of our pages on our Reliance Protect website
• Web chat accessibility testing: We have designed the web chat to be simple to use with minimal chatbox options so the enquiries go quickly to our Service Desk or Sales Team to pick and respond to
• Onsite support: Onsite support
• Support levels: We have designed the web chat to be simple to use with minimal chatbox options so the enquiries go quickly to our Service Desk or Sales Team to pick and respond to.; ; We deliver our services against the following KPIs:; ; Minimum 97% of calls answered by Customer Support within 30 seconds; Maximum 2% abandoned calls into Customer Support; Minimum 95% customer queries resolved within 1 working day; Minimum 99% customer queries resolved within 1-3 working days; Minimum 95% complaints resolved within 5 working days; Minimum 98.5% alarms picked up by the ARC within 10 seconds; 100% alarms picked up by the ARC within 18 seconds; Minimum 95% faulty devices replaced within 1 working day; Minimum 99% faulty devices replaced within 3 working days
• Support available to third parties: No

Onboarding and offboarding

• Getting started: We offer a fully project-managed onboarding support service to make the process as simple as possible for our customers whether they are adopting lone worker solutions for the first time or migrating from another provider.; ; The Customer Support Manager contacts every new customer and details the onboarding process. They are supported by the field based Customer Success Manager for larger implementations.; ; Customer data can easily bulk uploaded by the customer or our Customer Support Team.; ; The training courses for end users, managers and contract administrators are agreed and scheduled. These can be delivered via elearning, web conferencing, telephone, or face to face on the customer site.; ; Devices are shipped in line with the training scheduled and as agreed with the customer.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: Customers can export data at any point during the contract via the online Focus portal via the extensive range of data reports available. Also customers can request bespoke data including media files.
• End-of-contract process: At the end of a contract we agree a time and date when service and processing of data will cease. We then anonomise the data and retain for our standards accreditation, in line with our Data Policy, and provide an extraction of the data to the customer on request.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
• Application to install: Yes
• Compatible operating systems:
  • Android
  • IOS
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: Reliance can provide bespoke hardware devices, mobile phone applications for users and API integration options for developers. The users mobile application provides additional configuration options over physical devices, plus access to elearning material and our Focus portal. The Focus administration portal is a fully functional platform accessed online where users and managers can easily manage the administration, access elearning and support materials, and reporting of management information.
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: Customers can access service features through our FOCUS portal or mobile application. The Focus administration portal is a fully functional platform accessed online where users and managers can easily manage the administration, access elearning and support materials, and reporting of management information.
• Accessibility standards: None or don’t know
• Description of accessibility: The Focus portal is accessible over all common modern web browsers and users access the service through dedicated smartphone apps and dedicated hardware devices.
• Accessibility testing: None to date.
• API: Yes
• What users can and can't do using the API: Customers signed up to our API can create their own apps, push alerts into our platform, pull management data and maintain their own records.
• API documentation: Yes
• API documentation formats: Open API (also known as Swagger)
• API sandbox or test environment: No
• Customisation available: Yes
• Description of customisation: There are a range of customisable options for customers utilising our services.; ; There are options on the devices and smartphone app in terms of fall detection functionality, timer based check in/out functionality and timer periods.; ; Administrators and managers can have highly customisable reports that can be created and automatically scheduled including:; Device type; Device function and different types of usage; Contract level, department level, user level; User and device status; ; Alarm handling and escalation procedures are highly configurable for any user, team, department, and contract.; ; We also offer a range of options in terms of integrating our data into customer business analytics systems.

Scaling

• Independence of resources: Reliance monitor capacity of systems and have planning for peaks and projected growth. Reliance utilise cloud technology for scalability

Analytics

• Service usage metrics: Yes
• Metrics types: We cover an extensive range of metrics to ensure customers have full visibility and transparency of service delivery and service usage. Our reporting via the Focus portal covers the following areas:; ; Contract overview metrics; User and device status metrics; Range of device and smartphone app usage metrics and trends; Alarms and incidents; Service Desk ticket metrics
• Reporting types:
  • API access
  • 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 Security Clearance (SC)

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: Supplier-defined controls
• 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 another standard
• 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: Customers can export data at any point during the contract via the online Focus portal via the extensive range of data reports available. Also, customers can request the exporting of their data via our customer service desk.
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • Microsoft Excel
  • PDF
  • Microsoft Powerpoint
  • MP3
  • WAV
• Data import formats:
  • CSV
  • Other
• Other data import formats: Microsoft Excel

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: We guarantee a minimum service uptime across our ARC, online Focus portal and Customer support function of 99%. Actual service uptime averages over 99.5%.
• Approach to resilience: We utilise a Hybrid Cloud model with services in both Azure and on premise, multiple instances of servers across multiple Azure and on premise locations all actively monitored by our IT Team and SIEM platform.
• Outage reporting: We communicate service outages via email and SMS. Any planned downtime due to maintenance is communicated in a timely fashion prior to commencing the maintenance. For cellular network outages, we communicate to affected users by email and SMS within 15 minutes of the outage occuring and provide regular updates through to service coming back on.

Identity and authentication

• User authentication needed: Yes
• User authentication: Other
• Other user authentication: This can be decided by the customer, we offer username and password, Multi factor authentication and Single Sign On services.
• Access restrictions in management interfaces and support channels: Reliance base privileges are around roles and the classification levels of information processed within that role to ensure consistency between the classification levels and access control requirements across systems and networks; Privileges consider:; Data protection, legislation, and contractual commitments regarding access to services; The “need to know” principle; Everything is forbidden unless expressly permitted; Security rules that must always be enforced; Prohibit user-initiated changes to information labels, by restricting the access rights of the user; Prohibit user-initiated changes to user permissions, by restricting user access level changes to administrators; Enforcing, through written agreement, rules that require specific permission before enactment
• Access restriction testing frequency: At least every 6 months
• Management access authentication: 2-factor authentication

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: 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: Yes
• Who accredited the ISO/IEC 27001: BSI
• ISO/IEC 27001 accreditation date: 08/09/2010
• What the ISO/IEC 27001 doesn’t cover: N/A, the scope of the certification covers the whole service
• 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:
  • BS5979
  • NHS Digital Toolkit

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: Our Statement of Applicability demonstrates that Reliance employs and maintains all 114 controls of AnnexA, A5.1.1 through to A18.2.3 with no exclusions.; ; We have successfully held ISO27001 since 2010, externally audited by the BSI every 6 months.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Reliance operate a formal change control process. The change control process needs both technical and business signoff and contains information on assets affected, details of change, risk assessment, roll back procedures, testing details and security considerations around the change. The change process if affecting personal data includes a complete Data Protection Impact Assessment which is reviewed and approved by our Data Protection Officer.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Penetration testing is done by an independent 3rd party that complies to Tiger Scheme / CESG CHECK / CREST. Tests are at least annually for external infrastructure testing and quarterly application testing if updates have been made to our public facing sites.; Reliance use Nessus and other tools such as NMAP and Kali for in house Vulnerability testing and cover all applicable vulnerability classes using the output from organisations such as CWE, OWASP, OSSTMM, SANS and WASC as a baseline. We consider the overall risk profile based on Common Vulnerability Scoring Systems ratings CVSS.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Reliance operate a layered security approach with policy, procedural, people and technical controls in place. We have an ongoing collection and automated analysis of log and event data, validating records of activity and performing real-time advanced correlation and pattern recognition. Our monitoring alerts our IT team in the event of patterns outside of set parameters or suspected malicious event sequences.
• Incident management type: Supplier-defined controls
• Incident management approach: Reliance have defined Incident Management and response policies by Incident type, eg: GDPR, Confidentiality, Malware, Ransomware etc.. The primary purpose of the procedures is to recognise an Incident and then define Incident Actions, Containment, and Contingency Actions to ensure that the Incident is reported and correctly managed through to return to Business As Usual. As part of Incident Management we also include Lessons learnt. Within the plans we also manage 3rd party risk mitigation, being either a 3rd party exposing us to a risk or Reliance being the risk to another party.

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
  • Covid-19 recovery
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  Our goal is to be net zero by 2030 and to achieve this, reduce our CO2 emissions by 10% per annum. Our plan (which is published on our website) https://www.reliancehightech.co.uk/wp-content/uploads/2023/04/Reliance-High-Tech-Carbon-Reduction-Plan.docx.pdf contains numerous activities that we are measuring (or plan to measure) in order to ascertain our progress against these goals. ; We recognise that the most carbon efficient journey is the one that is not taken. To that end, we work closely with all our customers to promote remote servicing and cloud solutions, which in turn have their own benefits for our clients premises (i.e. reducing hardware servers and associated energy consumption through things like air conditioning). These provide very environmentally friendly solutions, as many issues can be resolved without physical attendance. We have also invested in remote surveying tools, allowing customers or local engineers to produce clear video surveys used to design systems, reducing travel by specialists who may not be near the site in question. We have also adopted flexible working in all offices, reducing commuting requirements by staff.; Where a journey does need to take place, we are currently upgrading our ‘Service Helpdesk’ platform to take advantage of the latest AI technology to provide industry-leading scheduling tools to optimise distance travelled, time travelled and remote triaging through dynamic scheduling. Our targets are to make 50% of our service calls remote by 2027.

  Covid-19 recovery

  Reliance was fortunate that due to the sector we operate in and the services we provide our clients meant that we were able to retain and provide work for our workforce. We are however aware that for many Covid-19 has brought hardship and unemployment, especially for the younger generations. Therefore, we are increasing our commitment to offer apprenticeships to start work or re-train to work in the security sector. ; To attract the best candidates, we promote the five foundational principles of quality work, set out in the Good Work Plan (fair pay, participation and progression, voice, and autonomy), that should attract good candidates from all backgrounds, minimise turnover of staff and improve productivity.

  Tackling economic inequality

  Reliance is deeply committed to improving economic, social and environmental well-being across the UK and we work with a number of charities and initiatives nationally alongside key clients to tackle economic inequality specifically. While we often provide financial support for local initiatives, we also find that the best partnerships are those where we can be active participants, providing ‘human’ support and opportunity.; ; We believe that everyone should be given a fair opportunity and contribute, no matter their background or situation. One example is that we work with the ‘Drive Forward Foundation’, who aim to make a difference in the lives of young care leavers, and create focused employment opportunities where we can assist people from care through the application process into our business, whether that is into an apprenticeship or a more experienced position. Alongside this, we also work with ‘Young Enterprise’ and ‘Cauldwell Youth’, as well as having an active apprenticeships programme which although ‘engineer’ biased can cover a wide range of roles an opportunities across our business. We actively look for characteristics of desire, capability and motivation over experience and standard qualifications. We also partner with our customers to provide opportunities to grow and train ‘local talent’.

  Equal opportunity

  Diversity Equality and Inclusion are key to the success of Reliance. Our company tagline is “Serious about technology and passionate about people”.; With this in mind we have various initiatives to ensure that we create a positive and diverse workforce. We don’t just simply monitor the number of employees of a specific gender, race, background, ability , age etc, but also continuously assess the culture of the business and improve the outcomes.; We operate a biannual OCI survey across the entire company. This ensures that feedback is given and culture is measured across the business, managed through an independent organisation. This is reported within our board meetings and each executive ‘operational department lead’ will hold feedback meetings with their respective teams to encourage real life feedback and solutions to how to improve culture and engagement. We encourage everyone to have a voice and participate in order to improve the ethos within the business. There are a number of key scientific measures included within this tool which measure types of behaviour and outcome, against role, group, age, gender and other statistically significant norms that have been built up over millions of participants over the years.; ; We actively promote and train, regardless of background, culture, gender, age or disability to ensure we create a business with opportunity , diversity and equality at the forefront.

  Wellbeing

  Our team all have access to health insurance. Depending upon the scheme, this either covers full private healthcare or contributions towards well-being related costs, for example dentistry, audiology, optical, physiotherapy and access to mental health practitioners. ; In addition to this we have an employee assistance programme which provides 24/7 helpline to help advise on personal matters such as financial worries, access to counselling and legal matters. Within the business we have mental health first aid champions who are available to help any member of staff should they wish to speak to someone in confidence. We have a zero-tolerance policy on bullying and harassment and promote a speak up culture within the business to ensure that any issues all resolved expediently. ; We have a charity of the year for whom all staff are allowed an additional one day’s holiday to support, and we have undertaken activities such as sponsored walks, sporting events and quizzes. ; We strongly believe that culture of teamwork and a sense of belonging is a key component to good mental health. Since the pandemic remote working has become commonplace and whilst we fully support the flexibility this gives, it is important that individuals do not feel isolated. Throughout the pandemic and continuing with hybrid working patterns, we ensure that all teams meet regularly (preferably in person) to ensure a sense of belonging is maintained. For example, during the pandemic we held daily “drop-in” calls for all staff, the sole purpose of which was just too check in with each other.

Pricing

• Price: £4.29 to £15.99 a user a month
• Discount for educational organisations: Yes
• Free trial available: Yes
• Description of free trial: The free trial is the complete service with live alarm monitoring. The customer experiences the onboarding process, access to the Focus portal, staff device training options, smartphone apps, Focus portal, and go live. Customers also have access to all the management information reporting via Focus.

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