ishelp.co.uk Ltd

Digital IoT Tracking and Resource Management

ISHelp provides a secure Internet of Things (IoT) Cloud/ICT system service via a secure digital system for the management, tracking and conditional monitoring of assets and equipment. The secure digital system delivered via a common operating picture approach provides operational understanding to enable effective decision making.

Features

• Internet of Things (IoT)
• Asset Tracking and Location Services
• Conditional Monitoring of Assets and Equipment
• Asset and Configuration Management
• Secure by Design Infrastructure
• Exploitation of Cloud/ICT Technologies
• Web and Mobile App Interfaces
• Security Assurance and Device Encryption
• Information Segregation and Management
• Digital Transformation

Benefits

• Delivers Value for Money and Cost Benefit to the Customer
• Enables Decision Making
• Delivers Operational Understanding and Digital Visualisation
• Delivers Business Process Efficiencies
• Short Deployment to Benefit Timeframe
• Knowledge and Skills Transfer to Enhance Customer Team
• Security Assurance and Asset Protection
• Common Operating Picture
• API Interfaces to Customer Systems to Leverage Existing Investments
• Exploitation of Digital Technology

£4,975 an instance a year

• Free trial available

Service documents

• Pricing document

  ODT

• Skills Framework for the Information Age rate card

  ODS

• Service definition document

  ODT

• Terms and conditions

  ODT

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 phil.wheeler@ishelp.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

655052333856119

Contact

Phil Wheeler
07703098420
phil.wheeler@ishelp.co.uk

Service scope

• Software add-on or extension: No
• Cloud deployment model:
  • Public cloud
  • Private cloud
  • Hybrid cloud
• Service constraints: System service and operational support requirements are dependent on the service level requirements to be agreed with the Customer.
• System requirements:
  • System License
  • Device License
  • API License

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Response times vary depending on the agreed service level with the customer. Typically, during office hours, we aim to respond to high priority support requests "within one hour" but this can be reduced to "within five minutes" if the customer has requested this level of support within an agreed service level . Similarly, Out of Office hours support can vary from "not available" to "within five minutes" depending on the agreed service level with the customer.
• User can manage status and priority of support tickets: No
• 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: Our system and operational support levels vary depending on each individual customer's support requirements. Our standard system and operational support availability is between 09:00 - 17:00 Monday to Friday excluding public holidays. This standard level of support is included with the license costs for the system and devices.; We can bespoke our system and operational support levels to various degrees based upon each individual customer's support requirements. ; Each customer will be allocated a customer support manager as the point of contact for all system and service requirements. Each customer will have access to our support desk which shall operate under the terms of a mutually agreed service level agreement. Our support desk will allocate system or operational support engineers as required to manage and close support request calls.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: We can provide training via digital documentation, online or on-site sessions whichever is preferred by the customer. Both online and onsite training may incur additional costs.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • ODF
  • PDF
• End-of-contract data extraction: The customer data can be provided as an export in various formats depending on how each individual customer wishes to receive the data. Typically, the data can be provided in an XML or CSV format.
• End-of-contract process: The customer will own any infrastructure, asset tracking, or sensor devices that they have purchased during the period of the contract. At the end of the contract, the customer's system access license will expire and the customer-owned devices and associated customer user accounts will no longer have access to our system. Customer data residing on our system can be exported if required in an agreed format at no additional cost. Any residual customer data shall be securely destroyed. All data services for any devices or equipment will be terminated.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
• Application to install: Yes
• Compatible operating systems:
  • Android
  • IOS
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: The mobile device application has reduced functionality compared with the desktop web application. The mobile application has been designed to provide the functionality and mobility required by a user on a mobile device.
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: The web application and mobile application service interfaces provide users with the functionality of the system allocated to their individual user profile.
• Accessibility standards: None or don’t know
• Description of accessibility: Our web application and mobile applications services are accessed via a secure HTTPS connection that auto-scale to fit the user's display settings. The user interface, components, and navigations are presented to users in a way that can be understood, perceived, operated, and robust enough for a wide range of user agents, including assistive technologies.; The application functionality of each individual user is dependent on each individual user's system user profile.
• Accessibility testing: Our system functionality operates with the standard functionality provided by the OEM operating system. We continually test our application interfaces to ensure that they meet the requirements of users of assistive technology.
• API: Yes
• What users can and can't do using the API: Users are not permitted to make any changes to the API. The API is designed to permit connectivity to other systems and is securely managed and operated.
• API documentation: Yes
• API documentation formats: Open API (also known as Swagger)
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Commercial Branding and Labelling can be customised on request.

Scaling

• Independence of resources: All our systems are built to be fully scalable, and resources are continually monitored, with load balancing and virtualised services where resources are increased automatically to meet additional loadings within agreed parameters.

Analytics

• Service usage metrics: Yes
• Metrics types: Dependant on the user requirement and SLA, usage metrics can be supplied as part of the service.
• Reporting types:
  • 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: 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 CSA CCM v3.0
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Physical access control, complying with another standard
  • 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: Users can export some data
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • PDF
  • XML
• Data import formats: CSV

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • 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

Availability and resilience

• Guaranteed availability: Standard SLA for system availability is 98%, with manned helpdesk support 09:00-17:00 on normal working days. Availability will be measured on a monthly basis and will exclude any scheduled downtime and any unavailability caused as a result of actions outside the control of ISHelp, such as a fault with the Data Centre infrastructure or the loss of the Data Centre internet network connection. ; Enhanced out of Office Hours SLA support can be purchased, to provide on-call support service to support high priority (level 1 and 2) calls.
• Approach to resilience: All our systems support high availability, scalability, and resilience. The actual solution is dependent on specific customer requirements and operational needs, as well as the location of services, and deployment on either native cloud, virtualized or physical hardware platforms. ; ; More details are available on request.
• Outage reporting: The use of a dedicated monitoring service provides detailed health status monitoring and error capture logging with email alerts. The services are monitored by third-party Uptime Robot utilities to confirm system availability.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Dedicated link (for example VPN)
  • Username or password
• Access restrictions in management interfaces and support channels: Access control is in accordance with our IS027001 policies and procedures.; ; Company policy enforces system administrators to use a hardened “bastion host” to connect to the system. The hardened bastion host is only accessible within the network security boundary via separate administrative access and only via a dedicated admin VPN connection. This policy ensures a high level of segregation and access control within the network security boundary.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Dedicated link (for example VPN)
  • 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: 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: British Assessment Bureau
• ISO/IEC 27001 accreditation date: 14/07/2023
• What the ISO/IEC 27001 doesn’t cover: Entire company within scope of ISO certification without exclusion.
• 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:
  • CSA CCM version 3.0
  • ISO/IEC 27001
  • Other
• Other security governance standards: Cyber Essentials Plus
• Information security policies and processes: Security policies, processes and procedures are followed in accordance with our ISO 27001 Information Security Policy. All our services conform with the National Cyber Security guidelines and best practices.

Operational security

• Configuration and change management standard: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Configuration and change management approach: Our configuration control and change management processes are controlled via our dedicated configuration control and change management system. We have fully auditable configuration and change control procedures with workflow linked to our source control and management system. We fully test all our software for potential threats prior to rollouts and subscribe to the National Cyber Security Centre (NCSC) Web check service.
• Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Vulnerability management approach: Vulnerability management process is adhered to in accordance with our ISO 27001 certification.; ; We are subscribed to the National Cyber Security Centre (NCSC) Web check service, which scans all services for any identifiable issues and provides proactive alerting in case of possible problems detected by NCSC.; ; We operate within National Cyber Security Centre (NCSC) guidelines and align our security patching to meet potential threats defined by NCSC alerts and recommendations. From current NCSC advice, we implement any security patches within seven days of release.
• Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Protective monitoring approach: Protective monitoring process is in accordance with our ISO27001 policies and procedures.; Regular Nessus VA scanning and reporting is undertaken to identify potential compromises. From these reports, any identified issues are remediated per the established company patching policy within seven days. Additional downtime and patching windows are agreed upon with customers in advance so as not to impact live operations.
• Incident management type: Conforms to a recognised standard, for example, CSA CCM v3.0 or ISO/IEC 27035:2011 or SSAE-16 / ISAE 3402
• Incident management approach: Incident Management process is in accordance with our ISO27001 policies and procedures.; ; We have a dedicated system for the management of incidents including support calls, fault calls, route cause analysis, and requests. ; ; Once a call is raised by our operators, users will be emailed with a ticket number, description, and priority, and are then updated on the status of the call and any updates in accordance with the customer SLA.

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
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  ISHelp is committed to managing its business impact on the environment in a responsible and ethical manner. The Company does this by identifying all significant environmental impacts and putting processes in place to prevent, reduce and mitigate them in line with the Company’s Carbon Reduction Plan and Environmental Policy.; ISHelp has achieved net zero on scope 1 and scope 2 emissions and is committed to calculating and reporting scope 3 emissions by January 2027 and achieving Net Zero on scope 1, 2 and 3 emissions by December 2030.; We undertake carbon reduction initiatives such as UK tree planting as trees are essential to maintaining our climate and biodiversity. Trees contribute to the global environment by improving air quality, conserving water, preserving soil, and supporting wildlife.

  Tackling economic inequality

  ISHelp recognises that its employees are its principal asset and the Company is committed to treating employees with fairness, respect and integrity. In accordance with our Human Rights and Labour Standards Policy, we commit to principles-based outcomes which include the provision of a living wage at a minimum. Pay must be (at the very least) sufficient to cover an employees’ basic needs and provide employees with the opportunity to improve their skills, capabilities, or economic prosperity. The Company operate remuneration policies and practices to ensure employees are fairly rewarded for the work that they do. The Company regularly monitors this and reviews all employee pay annually at the minimum.

  Equal opportunity

  In accordance with our Human Rights and Labour Standards Policy, our Equality, Diversity and Inclusion Policy, and our Corporate Social Responsibility Policy. We are committed to promoting equality, diversity and inclusion among our workforce and eliminating unlawful discrimination. Employees and any job applicants will receive equal treatment regardless of age, disability, gender identity, marital or civil partner status, pregnancy or maternity, race, colour, nationality, ethnic or national origin, religion or belief, sex or sexual orientation.

  Wellbeing

  We are committed to protecting the health, safety and wellbeing of our employees and we recognise the importance of identifying and tackling the causes of work-related stress. We also recognise that personal stress, while unrelated to the workplace, can adversely affect the wellbeing of staff at work. We want to support the mental wellbeing of all our staff and will provide appropriate support for staff who are suffering from stress or mental ill health, on a confidential basis where appropriate, regardless of its source.

Pricing

• Price: £4,975 an instance a year
• Discount for educational organisations: No
• Free trial available: Yes
• Description of free trial: Access to a demo instance and associated service/hardware for a time limited period.

Service documents

• Pricing document

  ODT

• Skills Framework for the Information Age rate card

  ODS

• Service definition document

  ODT

• Terms and conditions

  ODT

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 phil.wheeler@ishelp.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.