AMERICAN WELL CORPORATION UK LIMITED

SilverCloud® by Amwell®: Digital Mental Health Platform

A digital mental health platform for providers and commissioners, a range of internet-based cognitive behavioural therapy (iCBT) programmes. Our platform has treated over one million people and delivered over two million hours of therapy. The platform includes programmes and tools covering depression, anxiety, stress, resilience, sleep, long-term conditions and more.

Features

• Evidence based digital mental health solution (adults, children and carers)
• Accessible 24/7 from a desktop, tablet, or mobile device
• 30+ programmes used in supported or self-guided modes
• Support a wide range of conditions through one digital platform
• Programmes approved by NHS DET and NICE EVA processes
• Onboarding and triage tool to assess needs; directing patient appropriately
• Dedicated portal for professionals to provide asynchronous and synchronous support
• Real-time reporting dashboard to track patient outcomes
• Training, project management, and support included
• Cloud-hosted Software-as-a-Service, with full service management

Benefits

• Measurement based care and automated risk escalation e.g. using PHQ9
• Monitor longitudinally: regular clinician check-ins and progress reviews
• Increase patient access and service capacity using digitally enabled therapy
• Reduce cost by 75% with digital treatment
• Reduce administration costs through existing integrations with case management systems
• Strong evidence-base solution with 70+ peer-reviewed research publications
• Flexible delivery model from self-guided to therapist led
• Drive efficiency and engagement with automated tools (e.g. templates, reminders)
• Online training clinician platform with unlimited access
• Service-level pricing to provide economies of scale and cost-effectiveness

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 contracts@silvercloudhealth.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

730562696948287

Contact

UK Sales
+44 207 183 4201
contracts@silvercloudhealth.com

About your service

• Service categories:

  Applications

  Production and operations

  Service industry and public sector operations

  • Healthcare
• Multi cloud support: No

Service scope

• Software add-on or extension: No
• Cloud deployment model: Private cloud
• Service constraints: Access to service requires a current browser and internet access.
• System requirements:
  • Modern operating system and web browser
  • Supports desktop, tablet, mobile devices, and Apple Watch
  • Accessible from mobile app or URL

User support

• Email or online ticketing support: Yes
• Support response times: Amwell provides support for the SilverCloud by Amwell platform via email through a helpdesk ticketing system during the hours of 9 AM to 5 PM (GMT) Monday through Friday. Email support inquires submitted out of hours will be handled the next business day.
• User can manage status and priority of support tickets: No
• Phone support: No
• Web chat support: No
• Onsite support: No
• Support levels: End users have access to the service helpdesk via email for technical support. ; ; Amwell’s digital-first model, Amwell Navigate, brings together a variety of tools to help customers find the right information, connect with peers, and stay aligned with their organizational goals. For larger strategic customers, a dedicated customer success manager may be assigned to partner closely with the customer on general satisfaction feedback, ensuring an overall positive member experience and assisting with reporting metrics.; ; Amwell provides excellent and ongoing support to all NHS services using the platform via a dedicated Implementation team. The team is available to provide and support the full deployment of the system from project initiation through post go-live and ongoing support. This partnership approach to supporting the NHS results in named individuals providing the function, in addition to the standard helpdesk functions that would be expected.; ; All support levels and customer support levels are included in the SaaS Annual Subscription Platform License. Engagement Services may require additional fees.
• Support available to third parties: No

Onboarding and offboarding

• Getting started: The implementation process consists of a project initiation meeting to discuss the service and pathways.; (i) We work together to develop operational processes to safely deliver the platform and collect the customers requirements for their specific configuration;; (ii) A project plan is created identifying all the elements that need to be covered to go live;; (iii) We provide a sample operational policy, best practice guide and a number of customisation documents to services;; (iv) We work with the services clinical and operational teams to ensure the assessment, clinical support and risk management of service users is reflected in operational guidelines and this is communicated to all teams;; (v) We consult with the communication team on how they can promote SilverCloud by Amwell;; (vi) Training is virtual, via weblink or an online platform dependent upon the service needs; ; (vii) System users will have access to an online supporter centre with how to guides and ongoing help and support information.
• Service documentation: Yes
• Documentation formats:
  • PDF
  • Other
• Other documentation formats: Microsoft Word
• End-of-contract data extraction: The service platform administrator logs into SilverCloud by Amwell and requests a data export, downloadable in a csv. file format. They receive a summary file for each of the questionnaires their service collected and a file with general usage data for each user. Users may store, retain, or dispose of files, as required by their organisation.
• End-of-contract process: At the end of a contract, a termination plan is put in place before the termination date to allow a safe exit from using the platform. A cut off date for when new users cannot be added to the system is established (usually contract end date) and a period of 4-12 weeks is agreed, to support current users without disruption to care. When the last user has completed their courses, the service SilverCloud by Amwell platform administrator(s) can login to the platform and request an encrypted data export, available in a csv. file format, which is included in the price of their contract.
• Documentation accessibility standard: None or don’t know
• How the documentation is accessible: Current implementation documentation does not meet any accessibility standards at this time. However, we acknowledge the importance of accessibility and have added this initiative to our accessibility roadmap for future development and improvement.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: The desktop version is accessed via a web browser, the application is fully compatible with mobile browsers with no loss in functionality. There are also native mobile apps that support extra features such as push notifications and secure bio-metric authentication.
• Service interface: No
• User support accessibility: WCAG 2.2 AA
• API: Yes
• What users can and can't do using the API: The API enables services to refer end users to the platform, view summary information of the end users' status and transfer clinical information to other systems.
• API documentation: Yes
• API documentation formats: PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: A variety of parameters can be configured based upon the need of the service ranging from the instruments and indicators used and their timing, to the levels of sharing of data communicated and accessible to the users or supporters/clinicians during the programmes.

Scaling

• Independence of resources: The SilverCloud by Amwell solution is built on a flexible cloud platform and is scalable as per normal cloud functionality. Tests are run against high utilization scenarios. Through system monitoring and alerting, our Hosting team can detect if utilization thresholds are being met, and can increase capacity by adding additional server resources into our load-balanced pools, typically done as an online operation.

Analytics

• Service usage metrics: Yes
• Metrics types: The platform's real-time reporting tool, enables an administrator to sort, filter and drill down on a user, member group or population based on time, program, and the user source. Some of the metrics are time spent, number of logins, assessment results, clinical outcome measures and recovery, member satisfaction, member usage, engagement, enrolment growth over time, and enrolled programs. Where the standard reports do not suffice, we may provide custom KPI’s in collaboration with customer needs. Additional fees may apply.
• Reporting types:
  • Real-time dashboards
  • Reports on request
• Resource tagging: Yes
• FOCUS resource tagging: 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 4.0)
• Penetration testing frequency: At least once a year
• Penetration testing approach: Another external penetration testing organisation
• Protecting data at rest:
  • Physical access control, complying with CSA CCM v4.0
  • Physical access control, complying with SSAE-18 / ISAE 3402
  • Encryption of all physical media
• Data sanitisation process: Yes
• Equipment disposal approach: A third-party destruction service
• Data sanitisation type:
  • Deleted data can’t be directly accessed / Cryptographic Erasure
  • Explicit overwriting of storage before reallocation / Secure Erase

Data importing and exporting

• Data export approach: An export functionality for users is provided to export relevant information from the platform. Comprehensive exports may be requested via support channels.
• 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: The SilverCloud by Amwell platform is a SaaS solution that is available 24/7. We provide a system availability target of least 99.90% during each calendar month, calculated by dividing uptime hours by the base hours and multiplying the result by 100. These calculations are made on a calendar month basis with service availability measured to the hundredth of an hour and hundredth of a percent of system availability (e.g., 719.50 Uptime Hours or 99.93% availability). A detailed Service Level Agreement will be put in place for customers.; ; EXCLUSIONS: No credit shall be allowed where the Service is unavailable due to the Customer as a result of difficulties with the Customer's own systems, the Customer's connection to the internet or any other system or link outside the direct control of Service Provider.
• Approach to resilience: With regard to customer data, asset protection and resilience are achieved through multiple controls to ensure integrity and availability, in accordance with the Information Security Management System.; These include:; (i) Physical and environmental controls offered by the hosting providers to protect against threats such as fire and flooding;; (ii) Access controls to protect against unauthorised modification or destruction of data;; (iii) Multiple backups (daily system images, daily off-site data backups) to allow restoration in case of disaster, and;; (iv) Redundancy of services and equipment including storage, power, network offered by the hosting providers.; ; Resilience and data handling is assured through various ISO certifications, including ISO 27001:2022 and ISO 13485:2016. The latter certification required for medical devices and is based on ISO 9001:2008.
• Outage reporting: Outages are reported by email alerts.; ; Additionally, customers may also subscribe to our notification tool (StatusHub) to track current platform status, solutions, and resolution time.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • Dedicated link (for example VPN)
  • Username or password
• Access restrictions in management interfaces and support channels: Access to systems hosting customer data is limited to specific Amwell employees on the Operations team, identified with individual log-in accounts.; ; Support and operations staff have limited access to management interfaces that obscures sensitive and identifying information where possible, and limits the ability to extract data.; ; In addition, access to the hosting provider network is via a VPN and jump server, which provides additional logging and access control.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • 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: 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

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards:
  • ISO/IEC 27001
  • Other
• Other security governance standards: ICO, DSPT, Cyber Essentials, Cyber Essentials Plus, ISO 13485, and HITRUST
• Information security policies and processes: SilverCloud By Amwell has a full ISMS Policy, which is approved and ratified at the Director level; it serves to have processes in place to protect SilverCloud By Amwell’s information assets from all threats.; ; It is the policy of Amwell to ensure that:; (i) Information should be made available with minimal disruption to staff, clients and authorised parties as required by the relevant business process;; (ii) The integrity of this information will be maintained;; (iii) The confidentiality of information will be assured in accordance with its classification, and;; (iv) That all regulatory, contractual and legislative requirements will be met.; ; This will be achieved through business processes, continuity plans, information security education, awareness, and training.; ; Implementation will mean: (i) appropriate access control will be maintained and information protected against unauthorised access, (ii) an internal audit function will have direct responsibility for ensuring the ISMS operates in accordance with the above, (iii) all managers will be directly responsible for implementing the ISMS Policy within their units, and (iv) it will be the responsibility of each member of staff to adhere to the ISMS.
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: The implementation of changes, including patches, service packs, and other updates and modifications, are controlled by the use of formal change control procedures. ; ; Changes are handled in line with our Change Management Policy and in compliance with ISO 13485 and ISO 27001 standards. Changes are tested and approved before deployment.; ; A risk assessment will be performed to evaluate the information security requirements for new systems or major changes.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: A continuous vulnerability management program measures the company’s risk profile across all environments. This program incorporates persistent scans of systems to identify vulnerabilities and variances from the current approved patch set. The output of these scans is addressed through our information security management processes.; ; Patches and security configuration changes are evaluated and deployed based on relevance, risk, and impact. Multiple types of risk assessments are performed. ; ; Software version monitoring and updating is in place on our workstations and in the hosted environment to ensure that vulnerable software is identified and updated where possible.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: The hosting provider operates network intrusion detection systems and OS integrity monitoring on behalf of Amwell to identify potential compromises. Security-relevant events are logged in the hosted environment and application. These include operating system, authentication, database and web server logs. Logs are monitored periodically with automated analysis and alerting where possible. Monitoring procedures are in place to guide the Operations team. Potential compromises are handled according to our Incident Response Policy, within the timeline set for incident types.
• Incident management type: Supplier-defined controls
• Incident management approach: Amwell has a documented Incident Response Policy, which includes a pre-defined process for managing incidents.; ; Customers may report incidents via support channels.; ; Amwell will notify customers in writing of any Security Incident(s) which result in, or which Amwell reasonably believes may result in, unauthorised access to, modification of, or disclosure of a Customer information, Customer Information Systems or other Customer applications. Amwell will provide customers with a written remediation plan of the Security Incident. Notification requirements are specified in the Incident Response Policy, which can be made available on request.
• Post-quantum cryptography secure: No

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 v4.0)

Public sector networks

• Connection to public sector networks: No

Pricing

• Discount for educational organisations: No
• Free trial available: No

Discount percentage by annual call-off contract value (excluding VAT)

• Less than £250,000: 10%
• Between £250,000 and £500,000: 20%
• Between £500,001 and £1,000,000: 30%
• Between £1,000,001 and £2,500,000: 37.5%
• Between £2,500,001 and £5,000,000: 37.5%
• Over £5,000,001: 37.5%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Schellman
• ISO/IEC 27001 accreditation date: Thursday 18 September 2025
• What the ISO/IEC 27001 doesn’t cover: Business operations including but not limited to Finance and Sales are not in scope.
• ISO 28000:2022 certification: No
• ISO 9001 certification: No
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: 09fccd8e-cafe-40ea-aab2-496855c2669b
• Cyber essentials plus: Yes
• Please provide your Cyber Essentials Plus Certificate Number: 523158cf-8ba5-4626-8d45-011acddb98c5
• Other security certifications: Yes
• Any other security certifications:
  • ISO 13485
  • HITRUST
  • DSPT
  • ICO

Social value

• Section B - Commitment for Future: Delivery:

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 1: Fair work: That offers fair wages and good working conditions. Help people get a job, stay in work, and progress in their careers, with good employment opportunities across the country. Notes: Where there is a large proportion of labour costs in the contract, commercial teams should consider MAC in Outcome 1 as a priority

    • Providing opportunities for, and measuring and monitoring of, staff workforce conditions over time, including employee engagement, involvement in decision-making and satisfaction and adapting to any changes in the results, with clear processes for acting on issues identified
    • Plans to engage the contract workforce in deciding the most important workplace issues to address
    • Monitoring of employee engagement rates (by protected characteristic) and, where necessary, the development of actions to ensure all voices are heard across the diversity of the workforce
    • Activities that support an environment where staff are educated about, and feel empowered to, address their physical wellbeing
    • Activities that support an environment where staff are educated about and feel empowered to report and address bullying and harassment
    • Offer a pay and leave entitlement to all eligible staff who become kinship carers, ideally equivalent to statutory adoption pay and leave
    • Payment of more than the National Minimum Wage or National Living Wage (as appropriate) to the contract workforce
    • Monitoring and reporting of gender and ethnicity pay gaps and plans to address them where necessary
    • Entitlement to sick pay for the contract workforce, with provision in place for any staff who do not meet the earnings threshold for statutory sick pay, payment of sick pay from day one of absence and payment of staff on the contract workforce who are off sick a replacement income of 100% of their usual earnings for as long as possible
    • Plans for an appropriate income replacement policy for staff who are required to spend time away from work to care for a sick dependent or close relative
    • Measures to support in-work progression to help people in the contract workforce, to move into higher paid work by developing new skills relevant to the contract
    • Support for the contract workforce by providing career advice, and providing opportunities for staff working on the contract with in-work progression career development into known skills shortages or high growth areas
    • Volunteering opportunities for staff
    • Understanding of the modern slavery risks and issues affecting the market, industry, sector or country (of origin or of source) relevant to the contract, and the workforce in the supplier’s own organisation and those of its key subcontractors
    • Outline policies and practices to be applied to or put in place for the contract to mitigate and manage modern slavery risks, including: Pre-employment checks, recruitment practices. Workplace conditions, safeguarding plans and processes in place and regular monitoring with relevant groups considered, which may include sampling

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 2: Skills for growth: Supporting growth sectors and addressing skills gaps.

    • Understanding of employment and relevant skills issues, and of the education and training issues relating to the contract. Illustrative examples: demographics, skills shortages, new opportunities in high growth sectors, geographic/local community and skills/employment challenges

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 3: Resilient, innovative and flexible supply chains: Support economic growth through enabling resilient businesses, opportunities for small businesses and voluntary, community and social enterprises

    • Understanding of local demographics, needs and opportunities for the co-design of the goods, services and works to be delivered under the contract
    • Plans for positive actions with community groups.

  • Mission: Make Britain a clean energy superpower: To cut bills, create jobs and deliver security with cheaper, zero-carbon electricity by 2030, accelerating to net zero

    Policy Outcome 4: Sustainable procurement practices: Reducing carbon footprints, minimising waste, and promoting the use of clean energy and green technologies.

    • Activities to reconnect people with the environment and increase awareness of ways to protect and enhance it

  • Mission: Break down barriers to opportunity: By reforming our childcare and education systems, to make sure there is no class ceiling on the ambitions of young people in Britain

    Policy Outcome 6: Employment and training: For those who face barriers to employment

    • Delivery of training schemes and programmes to address any identified skills gaps and under-representation in the workforce for the contract (e.g. prison leavers, care leavers, kinship carers, disabled people)
    • Understanding of the issues affecting the representation of disabled people in the workforce in the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors
    • Inclusive and accessible recruitment practices, and retention-focused activities, including those provided in the Guide for line managers on recruiting, managing and developing people with a disability or health condition
    • Introducing transparency to pay and reward processes
    • Offering a range of quality opportunities with routes of progression if appropriate, e.g. T Level industry placements, students supported into higher level apprenticeships.
    • Working conditions which promote an inclusive working environment and promote retention and progression
    • Other measures to provide equality of opportunity for disabled people and those with health conditions into employment, including becoming a Disability Confident employer and inclusion of supported businesses in the contract supply chain
    • Understanding of the issues affecting inequality in employment, skills and pay in the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors. Measures to tackle inequality in employment, skills and pay in the contract workforce
    • Inclusive and accessible development practices, including guidance for line managers on recruiting, managing and developing people with a disability or health condition

  • Mission: Break down barriers to opportunity: By reforming our childcare and education systems, to make sure there is no class ceiling on the ambitions of young people in Britain

    Policy Outcome 7: Creating a pipeline of opportunities: For the contract workforce, reducing barriers to entry for under-represented groups.

    • Understanding of the issues affecting the development of new skills by target cohort
    • Other measures to offer development opportunities for the target cohort(s) in the contract workforce
    • Understanding of issues relating to entering the contract workforce
    • Creation of outreach activities to create a pipeline of employees for the future contract delivery

  • Mission: Build an NHS fit for the future: That is there when people need it; with fewer lives lost to the biggest killers; in a fairer Britain, where everyone lives well for longer.

    Policy Outcome 8: Increasing productivity through physical and mental wellbeing: In the supply chain and communities in the relevant area.

    • Understanding of issues relating to health and wellbeing, including physical and mental health, in the contract workforce
    • Understanding barriers to access to health and social care services or employment opportunities e.g. digital inclusion
    • Inclusive and accessible recruitment practices, development practices and retention policies that support-focused activities including those provided in the Guide for line managers on recruiting, managing and developing which support people with a disability or health condition

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 contracts@silvercloudhealth.com. Tell them what format you need. It will help if you say what assistive technology you use.