FRESHWAVE SERVICES LIMITED

Indoor Mobile Signal as a Service

Freshwave delivers a bespoke indoor mobile signal designed to meet your business needs across all Mobile Network Operators. Freshwave offers completely flexible collaborative commercial models to fit your buying requirements. We can connect a city sector, a campus, a single building, or an individual floor within a building.

Features

• Neutral host indoor mobile connectivity service
• Specialist network designers who will create your bespoke service
• Dedicated Installation technicians who will install your service
• Scalable and easy to deploy
• Technology agnostic ensuring we meet exact business needs
• Highly compliant service including TSA and compatible with ESN
• Continuous system performance reporting
• Resilient layer of wireless connectivity if there are Wi-Fi issues
• Provided as a complete, end to end managed service.
• Carrier-grade secure network approved by mobile network operators

Benefits

• Dedicated backhaul driven resilient, reliable 4G network for all users
• Get faster data speeds and call quality than on Wi-Fi
• Reduced dependency on fixed telephony
• Flexible and cost effective telephony solution
• A future proof and upgradable indoor mobile network
• 5G ready design
• 24/7 monitoring with system usage and performance stats
• Provide affordable and agile commercial models to meet business needs
• Seamless mobility in/out/around buildings during voice and data sessions
• E2E cellular services encryption to 3GPP standards for added security

£2,160 a unit a month

• Education pricing 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 ben.righton@freshwavegroup.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

673719130702531

Contact

Ben Righton
07813100682
ben.righton@freshwavegroup.com

Planning

• Planning service: No

Training

• Training service provided: No

Setup and migration

• Setup or migration service available: No

Quality assurance and performance testing

• Quality assurance and performance testing service: Yes
• How the quality assurance and performance testing works: The service is designed to meet and exceed the requirements of the Mobile Network Operators based on the Joint Operator Technical Standard (JOTS) Neutral Host In Building (NHIB) specification. Freshwave is responsible for ensuring and demonstrating that the systems meet and exceed these requirements at each step of the design, delivery and operations processes. Examples include: - The designs must provide evidence that the service will meet requirements. Freshwave perform detailed radio frequency surveys for the radio aspects of these requirements. The delivery and installations will follow our internal quality assurance processes, including cabling guidelines. Once installed and operating, Freshwave perform detailed Post Installation and Acceptance Tests in order to confirm the system meets and exceeds the requirements for coverage and performance within the buildings. There are also post-installation quality assurance steps, including creating detailed documentation, to allow the Freshwave and customer support and operations teams to manage the system for the lifetime of the services.

Security testing

• Security services: No

Ongoing support

• Ongoing support service: No

Service scope

• Service constraints: Our service uses the equipment commercially and technically approved by the mobile operators and is therefore fully approved for use by each of the four operators. The only constraint the end user may have would be as a result of their individual service contract with their mobile service provider. An example might inlcude a roaming or MVNO customer who's network or handset does not allow VoLTE calls.

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Customer support is available from our Network Operations Centre team via email and phone. Our Help Desk hours are 8am to 5pm daily, excluding Bank Holidays and weekends. 24 hour support is available . Response time is 4 hours from notification by 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
• Support levels: Freshwave is a company that provides customised mobile coverage solutions to central and local government, other healthcare trusts, enterprises, and all mobile network operators. ; ; Our Network Operations Centre (NOC) provides a first-line support team that can engage second and third-line support experts if they cannot resolve issues directly, depending on the required expertise. We also provide escalation paths through to the Head of Service management. The target time to repair faults in our service depends on the severity of the identified issue. Major Service Faults that affect the complete loss of service across all operators have a one day (24 hours) resolution time, while Minor Service Faults that affect individual cells have a three day (72 hours) resolution time. ; ; Please note that we monitor the service using our management systems 24 hours per day (24 x 7 x 365). As such, many issues are detected and raised by ourselves and may be resolved automatically by the system before the onsite or customer teams are even aware of them.

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Up to Security Clearance (SC)

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: NQA
• ISO/IEC 27001 accreditation date: 4/09/20
• What the ISO/IEC 27001 doesn’t cover: The accreditation covers all operations and solutions provided by Freshwave
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: No

Social Value

• Social Value:

  Social Value

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

  Fighting climate change

  In 2021 we developed our first ESG strategy. This ESG strategy is a critical step in helping us manage risks, deliver social value, showcase our ESG performance transparently and give year-on-year assurance to our many stakeholders. Our strategy takes us from 2023 to 2027, and it reflects the combined interests of all our key stakeholders.; It is important to Freshwave to allow flexibility in the Social Value activities we undertake to be able to support the broad range of organisation we work with and to meet their specific social value objectives. Our social value offer will always be related to our ESG strategy to avoid taking on more than we are able to handle and ensure focused efforts.; We know ambitious emission reductions are needed across our value chain and our wider telecommunications industry. Within our ESG strategy the ‘Embracing Net Zero’ pillar focuses on mitigating the worst effects of climate change. This includes reducing our greenhouse gas emissions and moving to a circular business model where we take opportunities to design out waste. We are working to achieve carbon neutrality for scope 1 and 2 emissions by 2030.; We are Silver EcoVadis rated and ISO 14001 Environmental Management accredited. These standards focus on continual improvement of environmental performance and include objectives and targets on energy. ; We work closely with buyers to ensure we understand their environmental objectives and can fully support within contracts. For one recent contract we are providing volunteering time to a buyers local litter picking initiative in order to have a direct and positive impact on the local area in which we are delivering a contract.

  Covid-19 recovery

  In 2021 we developed our first ESG strategy. This ESG strategy is a critical step in helping us manage risks, deliver social value, showcase our ESG performance transparently and give year-on-year assurance to our many stakeholders. Our strategy takes us from 2023 to 2027, and it reflects the combined interests of all our key stakeholders.; We recognise Covid-19 impacted communities and the need to support the recovery continues. As a strategic supplier working on some of the largest Government estates, we’re helping facilitate the hybrid working model brining connectivity into regional hubs where public sector employees and visitors can seamlessly connect any device. ; We operate a hybrid working model ourselves which enables our staff to work in a way that best suits them, balancing work and life, and aiding their wellbeing. We are committed to developing skills within our organisation and to bringing in new talent into the specialist telecommunications industry. We employ a number of apprentices each year, in technical and non technical roles. ; It is important to Freshwave to allow flexibility in the social value activities we undertake to be able to support the broad range of organisation we work with and to meet their specific social value objectives. Our social value offer will always be related to our ESG strategy to avoid taking on more than we are able to handle and ensure focused efforts.; We are keen to support buyers with skills and training opportunities. As the provider of connectivity there is a strong alignment with projects that help businesses, learners and communities fully embrace the opportunities that connectivity brings. For example, our social value commitment within a recent contract includes providing digital skills workshops. A focus for this is working with local businesses to improve understanding and utilisation of digital tools to help drive growth.

  Tackling economic inequality

  In 2021 we developed our first ESG strategy. This ESG strategy is a critical step in helping us manage risks, deliver social value, showcase our ESG performance transparently and give year-on-year assurance to our many stakeholders. Our strategy takes us from 2023 to 2027, and it reflects the combined interests of all our key stakeholders.; It is important to Freshwave to allow flexibility in the Social Value activities we undertake to be able to support the broad range of organisation we work with and to meet their specific Social Value objectives. Our Social Value offer will always be related to our ESG strategy to avoid taking on more than we are able to handle and ensure focused efforts.; For example, we have committed to using local companies within our supply chain for a recent contract in Northern Ireland so that value from the contract directly benefits the local community. ; We are committed to bringing new talent into the specialist telecommunications industry. We employ a number of apprentices each year, in technical and non technical roles. Where it aligns with our customer’s social value objectives we will ensure our apprentices work on those contracts, and, where possible we can provide new apprenticeship opportunities within geographic areas which we have done in Northern Ireland.; We are the first neutral host to be fully compliant with the Telecommunications Security Act in the UK. We understand the criticality of wireless infrastructure for the operation of our customer’s organisations and the ever-growing need for greater resilience - the network we supply is meeting the highest security standards.

  Equal opportunity

  In 2021 we developed our first ESG strategy. This ESG strategy is a critical step in helping us manage risks, deliver social value, showcase our ESG performance transparently and give year-on-year assurance to our many stakeholders. Our strategy takes us from 2023 to 2027, and it reflects the combined interests of all our key stakeholders.; It is important to Freshwave to allow flexibility in the Social Value activities we undertake to be able to support the broad range of organisation we work with and to meet their specific Social Value objectives. Our Social Value offer will always be related to our ESG strategy to avoid taking on more than we are able to handle and ensure focused efforts.; ; Diversity is a challenge within the telecommunications industry, especially gender diversity. Gender diversity declines by age in our sector, with only 33% of females above 35. Through career development and showcasing network engineering as a rewarding career path we aim to increase the level of diversity within our organisation. Our target is to achieve a workforce that’s 40% female by 2030. Complementing this, we have also set targets to increase the number of ethnic minority individuals in our business and support those in the workforce with disabilities.

  Wellbeing

  In 2021 we developed our first ESG strategy. This ESG strategy is a critical step in helping us manage risks, deliver social value, showcase our ESG performance transparently and give year-on-year assurance to our many stakeholders. Our strategy takes us from 2023 to 2027, and it reflects the combined interests of all our key stakeholders.; Freshwave is certified to ISO 45001 for Health and Safety Management and our materiality assessment process clarified our leading health and safety position. We’re focused on the continued development of our people, equipping them with the skills required to respond to workplace hazards. While also creating an environment where people feel comfortable reporting accidents and discussing their wellbeing. We have trained Mental Health first aiders and provide an employee assistance service which gives our staff access to counselling and other wellbeing services.; It is important to Freshwave to allow flexibility in the Social Value activities we undertake to be able to support the broad range of organisation we work with and to meet their specific Social Value objectives. Our Social Value offer will always be related to our ESG strategy to avoid taking on more than we are able to handle and ensure focused efforts.; We provide all staff with volunteering hours each year, however we aim to align these hours with specific contracts to achieve social value objectives. For example, we have a contract where the buyer is keen to support the local environment and our people are involved with a local litter picking initiative to help us achieve this.; As a connectivity business we have a strong alignment with projects that help communities embrace digital skills. We are delivering workshops within the local area of one of our contracts so that local companies can start benefiting from improved connectivity.

Pricing

• Price: £2,160 a unit a month
• Discount for educational organisations: Yes

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 ben.righton@freshwavegroup.com. Tell them what format you need. It will help if you say what assistive technology you use.