NetSupport Software Ltd

classroom.cloud

classroom.cloud is our 3-in-1 solution, classroom management, Safeguarding & Tech Tools. for MATS, Schools & Remote learning

Teachers can monitor students & keep focus in lessons.

Safeguarding staff can monitor, identify risk, vulnerable students, spot concerning trends & be alerted .

Technical monitoring included, all viewed from a cloud console

Features

• Keyword Monitoring
• Remote control
• Monitor students’ screens
• Internet and Application metering
• Create and manage acceptable use policies
• Control the use of USBs/webcam/audio during class
• Risk Index to prioritise high severity events
• Internet Restrictions
• resetting student passwords
• Audit logs available

Benefits

• Monitor safeguarding data over multiple sites
• Intergrations with products such as Teams, CPOMS and My Concern
• Multi-platform support
• Safeguarding reports sent directly to you
• Helps reduce costs
• Supports KCSIE, Ofsted Inspection framework and Remote legal education requirements
• Manage teacher and student devices centrally
• Remote control over different sites
• Phrase monitoring for over 18,000 terms
• Hosted in the UK

£2.50 to £4.50 a device a year

• Education pricing available
• Free trial available

Service documents

• Pricing document

  ODT

• Service definition document

  ODT

• 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@netsupportsoftware.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

684492776671910

Contact

Emma Baldwin
01778382270
Sales@netsupportsoftware.co.uk

Service scope

• Software add-on or extension: No
• Cloud deployment model: Public cloud
• Service constraints: NetSupport may update the Services from time to time. If NetSupport changes the Services in a manner that materially reduces their functionality, NetSupport will notify the Customer at the email address associated with the account, and the Customer may provide notice within thirty days of the change to terminate the Agreement. This termination right will not apply to updates made to features provided on a beta or evaluation basis.
• System requirements:
  • Windows – 10, 11, 11SE+
  • Android – Android 9+
  • MacOS (Desktop Macs) - 10.15 (Catalina)+
  • IOS (iPads) – iOS 14+
  • Chrome OS 86+
  • Google Chrome 86+
  • Microsoft Edge 88+ (Chromium based)
  • Opera 77+
  • Mozilla Firefox 77+

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Where a fault is related to the Software, NetSupport will investigate the problem and advise on an appropriate course of action. NetSupport will use reasonable endeavours to provide such advice within forty-eight (48) hours of receiving the Licensee’s written report
• 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: Web chat
• Web chat support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support accessibility standard: WCAG 2.1 A
• Web chat accessibility testing: Testing is done with the team to make sure chats are answered in a timely manner. Testing is also done on our websites to make sure the chat feature is available on appropriate sites
• Onsite support: Onsite support
• Support levels: If Support is required onsite for any issues we cant replicate in the office the team will come out to investigate free of charge. ; ; We offer onsite training for staff if preferred to the free online, and this starts at £250 depending on distance
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: NetSupport will provide support by telephone, fax, electronic mail or post. Support will include assistance with the configuration and use of the Software. Free online training is available and can be tailored to all users. We can also record sessions to be kept as a training source for later. ; ; We also have getting started guides and overview videos available on our website
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: At the end of a subscription or evaluation of the service, data will be retained for a 30-day period. At the end of the 30-day period, if the subscription has not been renewed or evaluation extended, then all data relating to the account will be removed.
• End-of-contract process: At the end of a subscription or evaluation of the service, data will be retained for a 30-day period. At the end of the 30-day period, if the subscription has not been renewed or evaluation extended, then all data relating to the account will be removed. there is no additional cost

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
• Application to install: Yes
• Compatible operating systems:
  • Android
  • IOS
  • MacOS
  • Windows
  • Other
• Designed for use on mobile devices: No
• Service interface: No
• User support accessibility: None or don’t know
• API: No
• Customisation available: No

Scaling

• Independence of resources: Automated monitoring on service performance enables dynamic and directed scaling of cloud-hosted resources across storage, APIs and core processing.; Services are also delivered via regional provision to ensure optimum performance.

Analytics

• Service usage metrics: No

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: None

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: Complies with a recognised standard (for example CSA CCM version 3.0)
• Penetration testing frequency: At least once a year
• Penetration testing approach: In-house
• Protecting data at rest:
  • Physical access control, complying with CSA CCM v3.0
  • Encryption of all physical media
  • Scale, obfuscating techniques, or data storage sharding
• Data sanitisation process: Yes
• Data sanitisation type: Deleted data can’t be directly accessed
• Equipment disposal approach: In-house destruction process

Data importing and exporting

• Data export approach: A range of data sets can be exported:; safeguarding (monitoring triggers and 'report a concern); device/user activities (Technical and operational audit of activities on monitored devices in use be end-users); administrative changes (specific actions and operational changes to configurations); ; Each of these is available via lists that can be exported in CSV format. ; Specific reports can be generated from these within the platform via the use of filters (e.g. by device group, user group, date, etc.) and the result also exported in CSV format.
• Data export formats: CSV
• Data import formats: CSV

Data-in-transit protection

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

Availability and resilience

• Guaranteed availability: If, during any month throughout the Term, the Actual Monthly Uptime Percentage falls below the Monthly Uptime Percentage Threshold (99%), then Customer will be eligible to receive a Service Credit (10%), subject to terms.; To receive a Service Credit from the classroom.cloud service, the customers must submit a request to NetSupport ltd’s technical support department within 30 days from the last day of the calendar month in which Customer claims NetSupport Ltd failed to meet or exceed the Monthly Uptime Percentage Threshold.; ; All submissions must include:; “SLA Claim” as the subject of the ticket;; The dates and times of Unavailable Monthly time;; Any documentation of the applicable outage.; Each Service Credit will be applied to future amounts payable by Customer to NetSupport Ltd for the classroom.cloud service. No refunds or cash value will be given. ; Additional exceptions covered within SLA terms.; https://classroom.cloud/sla/
• Approach to resilience: Automated monitoring on service performance enables dynamic and directed scaling of cloud-hosted resources across storage, APIs and core processing. Services are also delivered via regional provision to ensure optimum performance.; Operational and design specifics are available on request.
• Outage reporting: Email alerts are issued to organisation admins if the system is unavailable, as well as notifications through our support desk or upon login.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
• Access restrictions in management interfaces and support channels: Internal access to customer systems is restricted and unavailable for support, testing and development staff unless a specific requirement is identified as a rare exception. ; Personal Data and information is used as part of service delivery only (i.e. customer contacts, specifics related to a support issue) and only those relevant teams will have access to that information.; All internal systems operate via RBAC (Role-Based Access Control) and are part of annual reviews (minimum), and subject to audit trails.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)

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 have access to real-time 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: No
• Cyber essentials plus: No
• Other security certifications: No

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: No
• Security governance approach: We are awaiting the confirmation of certification to ISO27001, as Stage 1 and 2 audits have been completed and corrective actions are accepted and being managed.
• Information security policies and processes: We operate an ISMS to ISO27001 standards. External Audit and verification have been completed and pending award of accreditation by BSI. Details are available on request and responses will be updated upon release of final certification award.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: By using scalable, cloud-hosted assets, we are able to ensure hardware reliability across all relevant systems, supported by active monitoring and alerting and a standardised configuration management policy. All changes are supported through multiple levels of review from needs analysis, development breakdown (including updates to the Software Bill of Materials), code review and extensive testing.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: By using scalable, cloud-hosted assets, we are able to ensure core systems make the most of industry-standard approaches to vulnerability management of infrastructure. A complete Software Bill of Materials support supply chain management, alongside Security by Design and by Default/Data Protection by Design and by Default reviews throughout development and deployment. ; Deployment of patches is done through a risk-based approach to ensure prioritisation of updates.; A wide range of industry-standard information streams provides guidance and alerts on threats (CiSP, CISA, NCSC, vendor-announced, etc.)
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: All elements with the infrastructure are monitored for availability and performance (e.g. via PRTG, Azure-based monitoring), and a co-ordinated approach is taken between DevOps, Development, Testing and Product Management to oversee investigation, analysis and treatment plans, as per our incident management policy.; All incidents are responded to within internally set metrics, which support our published SLAs.; Analysis will show the possible impact of any incident, which is fed into our prioritisation process, as per our incident management policy.
• Incident management type: Supplier-defined controls
• Incident management approach: Incident Management is a core element of service delivery, supported by alerts and notications, internal policies and established processes. ; Reports may be raised due to internal monitoring (as covered in other sections) or raised directly via partners/customers.; These would be logged via our support mechanisms, tracked and managed via the relevant team (e.g. via our Development portal), with updates fed back the support team (and, where applicable, to the customers). This also includes where this may be part of a recorded Problem affecting multiple customers.

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

• Social Value:

  Social Value

  • Fighting climate change
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  NetSupport recognises that our work has an impact on the environment and that we have a duty to manage that impact in a responsible and ethical manner. We do this through identifying all significant environmental impacts and putting processes into place to prevent, reduce and mitigate them. These includes recycling, conserving energy and using environmentally-friendly technologies.

  Tackling economic inequality

  NetSupport is dedicated to protecting human rights. As a global supplier to customers worldwide, we are a committed equal opportunities employer and will abide by all fair labour practices. We will ensure that our activities do not directly or indirectly violate human rights in any country

  Equal opportunity

  NetSupport will do everything that is reasonably practicable to protect the health, safety and welfare of our employees and any other person affected by our activities – and will not compromise the health and safety of any individual.

  Wellbeing

  NetSupport is an active member of the local community, with both company and individual staff taking part in fund-raising activities and sponsored challenges. We also encourage our employees to contribute time and energy in leadership and other roles in community organisations.

Pricing

• Price: £2.50 to £4.50 a device a year
• Discount for educational organisations: Yes
• Free trial available: Yes
• Description of free trial: 30 days, full product is provided for use on up to 30 devices ; This can be extended if required
• Link to free trial: https://portal.classroom.cloud/signin

Service documents

• Pricing document

  ODT

• Service definition document

  ODT

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