Frequentis (UK) Limited

LifeX as a Service (LXaaS)

LifeX-as-a-Service provides a full web-based omnichannel communications solution including contact center, ICCS and Recording functionality, integration to telephony, BT EISEC, TETRA (Airwave) ESN (when available) and Analogue. Together with a host of features tailored to safety critical control rooms it provides a highly available solution to base your operations on.

Features

• Call Centre functionality including ACD, IVR, BT EISEC
• Omnichannel multimedia functionality e.g. chat and social media
• ICCS functionality with cross-connection between different technologies
• Integration of local telephony, TETRA (Airwave), ESN (when available), Analogue
• Recording functionality or interface to third-party suppliers e.g. Nice, Redbox
• Fully web based HTML5 client, using USB headsets, speakers, footswitches
• Modern GUI optimised for Mouse & Keyboard and Touch Screen
• Always up to date with latest LifeX SW versions
• Comprehensive reporting and dashboards available
• API to integrate 3rd party solutions like CAD and CRM

Benefits

• Have your control room everywhere where your network is
• Use it on any device (PC, laptop...) in your network
• Access radio and telephony functionality using your browser
• Access TETRA (Airwave), ESN, Analogue radio separately or cross-connected
• Rapid up and down scalability based on your needs
• Full maintenance and heldesk arrangements
• 99.99% service availability; solution designed with reliability, resiliency and redundancy
• No need for separate PABX or voice recording systems
• No need for separate ACD or IVR systems

£508 a user a month

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 David.KING@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

623437845773060

Contact

David King
020 300501 84
David.KING@frequentis.com

Service scope

• Software add-on or extension: No
• Cloud deployment model: Public cloud
• Service constraints: On-boarding efforts incurs additional service costs, to be determined when contracting the service.; A catalogue of additional services is available based on the needs of the customer.; Only certain COTS headset and footswitch models are certified and recommended for use with LifeX, to ensure the best quality for critical communications
• System requirements:
  • Certified web browsers: Chrome, MS Edge
  • Client workstation to run Windows OS 10 or higher
  • Client workstation meets minimum compute and display requirements
  • 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: The Helpdesk handles all service requests using the Frequentis Service Management Tool and is reachable via telephone, Webinterface (to ticketing tool) and email 24/7. The helpdesk can respond to general questions within 4 business hours, detailing the course of actions to resolve the issue. For specific product related questions will provide a response with 2 working days.
• 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: No
• Onsite support: Yes, at extra cost
• Support levels: Frequentis offers from 1st to 3rd line support services for our LifeX as a Service. All support service are aligned to ITIL v3 and cover all core disciplines.; Frequentis has extensive incident and problem management, service management and support, business continuity management and software maintenance services. KPIs are determined and agreed during the onboarding process depending on the clients requirements.; These can include specialist services to support client side requirements. All clients will have a Service Manager assigned and our support team is specialised on supporting all aspects of our service, from Cloud Specialists to Technical Consultancy.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Onboarding is a guided process where Frequentis together with the customer determine the exact needs and set-up tasks to perform. This includes identifying local network requirements, interfaces to connect to telephony, BT EISEC, Airwave, Analogue radio and -when available- ESN configuration (incl. fleetmapping, Alias definitions etc.), required training, SLA definition and go-live support. These efforts are variable per customer and are charged according the requested services and level of support.
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: At the end of the contracted period, the customer can receive a copy of the statistical database accumulated for the service period or maximum agreed data retention period.; If required, an extract of the user and role configuration can also be provided. These can be used by the customer to document the configuration and usage of the service.
• End-of-contract process: Upon expiry or termination of the service, Frequentis will activate the exit plan defined in the call-off contract. The exit plan can include a copy of the statistical database and an extract of the user and role configuration.; Details of the statistical and reporting data that will be available up to 7 days after exit. After 7 days the tenant and all the data contained in it will securely removed in accordance with the defined data sanitaisation process.; Any supplemental exit services may be agreed as part of the change control procedure.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Chrome
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: USB footswitch, loudspeaker and headsets can be connected to desktop service.; Mobile service uses mobile phone as audio device and tablet as user interface.
• Service interface: Yes
• User support accessibility: WCAG 2.1 A
• Description of service interface: The Frequentis LifeX 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.
• Accessibility standards: WCAG 2.1 A
• Accessibility testing: The Frequentis LifeX 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. The client uses standard Web technologies with associated accessibility functionality like contrast enhancing filters, tag readers and zooming feature: The User interface can be zoomed in and out dynamically to suit each user's visual ability. Also the combination colours, icons and texts have been chosen in such a way to be usable for users with all known forms of colour blindness.
• API: Yes
• What users can and can't do using the API: The LXaaS API is a standardised interface that allows a third-party client or system to securely access all functionalities of the 3020 LifeX. It allows full access to correlating functionality and data as well as to control the 3020 LifeX clients.; The LXaaS API allows bidirectional integration with CAD, C&C and CRM systems. LifeX has been already successfully integrated with Sopra Steria Storm, Rapid Deploy Nimbus, 3TC, SAAB, Microsoft, Capita, Hexagon iCAD and OnCall.; Whilst LifeX replaces PABX/PBX functionality for control rooms, the LXaaS API can also extend the standard SIP based integration to PABX/PBX solutions such as Avaya, Cisco, Mitel, Aastra, Unify, if required.; The LXaaS API does not include functionality to either set up the service or make changes to it.; Integration support is available as an additional service that can be ordered.
• API documentation: Yes
• API documentation formats: HTML
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: 3020 LifeX has a role-based layout, routing and access right mechanism.; The web browser based Configurator allows customers to configure:; - Users and which roles each user is allowed to select; - Role: Routing rules (including ACD, IVR, escalation etc.); - Role: Basic Layout (radio, telephony, intercom, Action pads, mapping, external web pages etc.); ; Only users given admin rights by the customer's Administrator can make configuration changes.; Note that users have a personal section on the "Action Pad" panel to store personal telephony/Airwave/ESN numbers of favourites.

Scaling

• Independence of resources: The cloud provision is sized for the maximum number of concurrent users and concurrent communication channels across all customers. Under normal circumstances the platform will therefore be "over provisioned". With each new customer additional computing resources are made available to maintain the guaranteed performance.

Analytics

• Service usage metrics: Yes
• Metrics types: A Web based operational Dashboard is available providing an overview of the current user activities (Active conversation details, ACD status overview), with summary overviews of contacts per conversation category, currently handled conversations, currently waiting, work shift and overall day performance.; ; Performance overview (shift and overall day) also provides a graphical indication if a (configurable) KPI has been met or not.; ; In addition, several reports can be created using the Management Information System web client.
• 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: 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 CHECK service provider
• Protecting data at rest: Encryption of all physical media
• Data sanitisation process: Yes
• Data sanitisation type:
  • Explicit overwriting of storage before reallocation
  • 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: We differentiate between statistical usage data and configuration data. Statistical data can be exported via the Management Information Systems' web interface in several formats (PDF, CSV, XML, XLS etc.). Additionally, a full statistical database dump can be requested for an additional service charge.; ; An export of the configuration data from the database (roles, users, talkgroups, call routing etc.) can be requested for an additional service charge.
• Data export formats: CSV
• Data import formats:
  • CSV
  • Other
• Other data import formats: Models to define business rules for routing of incoming conversations

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 LXaaS 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: LifeX as a Service has a level of availability of 99,99% for mission critical services.; 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 LifeX 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.; (1) The base is provided by the high-available platform components and, if necessary, radio interfaces gateways.; (2) The high-performing virtualisation infrastructure provides the secondary resilience level. The solution uses virtual servers separating it from the underlying platform and use the available resources in a most efficient way.; (3) The third and major level of the resilience is provided by the sophisticated software architecture of the solution, where all business critical components run in a n+m redundancy concept. This allows us to deploy multiple instances of software components to provide a very high software-resilience.; (4) Additionally a standby, disaster recovery instance of LXaaS will be installed at a georedundant location.; Based on these multiple levels of resilience, the proposed solution is designed to keep disruptions and risks of failure on a minimum level. In case of failures of single elements, there is no influence on the overall service availability.
• Outage reporting: The service provides email alerts to designated customers recipients, providing timely information about system events impacting their service. Additionally, the customer has access to Frequentis' ITSM web site. This ITSM Tool allows the ITIL v3 compliant tracing and documentation of all incidents found in the System under Maintenance. The customer can log in to the ITSM Tool at any time and check the status of his incidents, provide further information to an incident and so on.; Frequentis can, as an additional service defined in the call-off contract, offer an interface to the customer's ticketing system for a more integrated reporting of incidents.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
• Access restrictions in management interfaces and support channels: Customer users wishing to access LXaaS authenticate using username and password that are federated against their own organisation’s user credentials. LXaaS provides role-based access control (RBAC) that limits each user’s access rights to their defined permissions. Supervisors or Control Room Managers may also have access to the appropriate areas of the system configuration and statistical reporting tool.; 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:
  • Identity federation with existing provider (for example Google Apps)
  • Dedicated link (for example VPN)
  • 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: At least 12 months
• 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: 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: 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 LifeX as a Service 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: Yes
• Connected networks:
  • Public Services Network (PSN)
  • Other
• Other public sector networks:
  • TETRA (Airwave)
  • ESN-DNSP (via PSN)

Social Value

• Social Value:

  Social Value

  • Equal opportunity
  • Wellbeing

  Equal opportunity

  Frequentis UK, as with 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: £508 a user a month
• 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 David.KING@frequentis.com. Tell them what format you need. It will help if you say what assistive technology you use.