Involve Visual Collaboration Ltd

Medio.Link by Involve

Medio.Link provides video conferencing services for healthcare professionals to help staff teams work, meet and collaborate effectively, through convenient, scalable, secure conferencing solutions for any user using any device. NHS HSCN hosted conferencing with full endpoint interoperability including WebRTC, H323, SIP, Microsoft Teams Interop, Mobile Apps and Audio.

Features

• Easy to Use, Maintain & Support
• High Quality / High Definition Audio and Video
• Secure (ISO27001 & Cyber Essentials Plus)
• NHS Data & Security Toolkit Standards Exceeded
• Now Featuring One Touch Dial
• Multi-Platform Connectivity (voice, room & Microsoft Teams)
• Full Interoperability Toolkit (H.323, SIP & Microsoft Teams)
• UK Hosted
• UK Support
• 99.999% Availability

Benefits

• Best User Experience
• See, Hear & Share Everything with Everybody
• Confidence Your Calls are Protected / Safe
• Confidence Your Data is Protected / Safe
• Connect from Anywhere
• Personal Support, Relationship Management & We Listen!
• Always on!

£360 a user a year

• 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 sales@involve.vc. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

760969114433655

Contact

Iffat Chaudhry
03300883475
sales@involve.vc

Service scope

• Software add-on or extension: No
• Cloud deployment model: Private cloud
• Service constraints: No
• System requirements:
  • Access to a SIP; H323 or video endpoint or
  • Access to suitable desktop, tablet or mobile device
  • A stable internet connection is required

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: The Helpdesk is available from 07.00 to 19.00 Monday to Friday (excluding Bank Holidays). Response within 1 hour during Helpdesk hours.
• User can manage status and priority of support tickets: No
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), 7 days a week
• Web chat support: No
• Onsite support: Yes, at extra cost
• Support levels: The Medio.link support service is available 24 / 7 / 365 at an uptime of 99.9%. The helpdesk facility is available 07:00 – 19:00 Monday to Friday. ; The Support desk will be available for inbound support via telephone, Video and email. The Support desk will provide a three layer support system with response times defined by Involve’s SLA.; The tiered structure will provide support as follows:; 1. Tier 1 will provide support on general issues, high level fault resolution and administration around usage of the service. Any issues that are unable to be resolved at this stage will be escalated to tier 2.; 2. Tier 2 will provide support on technical issues around usage of the service and supporting end-user IT functions. Any issues that are unable to be resolved at this stage will be escalated to tier 3.; 3. Tier 3 will use Involve’s technical staff and the support of manufacturer technical support to resolve any faults or outages.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: With additional instructions and advice via the support helpdesk
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: On termination of contract, all customer onboarding data will be deleted or exported via csv file on request. Any conference recordings will be deleted or returned on request.
• End-of-contract process: The customer can terminate the contract with 90 days’ notice. Once the contract has ended, Involve Cloud licences will automatically terminate.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
• Application to install: Yes
• Compatible operating systems:
  • Android
  • IOS
  • Linux or Unix
  • MacOS
  • Windows
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: There are no differences between the mobile and desktop service.
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: 24/7 easy to use connection interface; apps are available.
• Accessibility standards: None or don’t know
• Description of accessibility: End users can connect to a virtual meeting room 24/7 with easy to use interface.
• Accessibility testing: Hundreds of end users have used the interfaces and feedback is used to constantly improve the interface.
• API: Yes
• What users can and can't do using the API: On request, an API is available.
• API documentation: Yes
• API documentation formats: PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Re-Brand any Package with Bespoke Logo / Design / Colour

Scaling

• Independence of resources: Medio.link conferencing service is hosted and housed within the NHS HSCN network ensuring guaranteed uptime of 99.9%.

Analytics

• Service usage metrics: Yes
• Metrics types: Full reports of service usage will be made available to the end-users or administrators. The reports will include service usage, endpoint usage, Platform utilisation and fault reporting.
• 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: 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
• Data sanitisation process: Yes
• Data sanitisation type: Explicit overwriting of storage before reallocation
• 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: On termination of contract, all customer onboarding data will be deleted or exported via csv file on request. Any conference recordings will be deleted or returned on request.
• Data export formats: CSV
• Data import formats: CSV

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • Private network or public sector network
  • TLS (version 1.2 or above)
• Data protection within supplier network: IPsec or TLS VPN gateway

Availability and resilience

• Guaranteed availability: Medio.link conferencing service is hosted and housed within the NHS HSCN network ensuring guaranteed uptime of 99.9%.
• Approach to resilience: Medio.link conferencing service is hosted and housed within the NHS HSCN network ensuring guaranteed uptime of 99.9%.
• Outage reporting: A Service Delivery manager is responsible for ensuring the Service is available and that all users are fully enabled to use the service. The Service Delivery manager is also responsible for owning and managing any open escalations regarding the platform. All service windows are kept to a minimum, will be conducted outside of core hours, and the customer notified.

Identity and authentication

• User authentication needed: Yes
• User authentication: Username or password
• Access restrictions in management interfaces and support channels: User subscription and restricted access
• Access restriction testing frequency: At least every 6 months
• Management access authentication: Username or password

Audit information for users

• Access to user activity audit information: Users receive audit information on a regular basis
• How long user audit data is stored for: User-defined
• Access to supplier activity audit information: Users receive audit information on a regular basis
• 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: UKAS Approved; Lloyds Register LRQA
• ISO/IEC 27001 accreditation date: 14/12/2022
• What the ISO/IEC 27001 doesn’t cover: N/A
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: Yes
• Who accredited the PCI DSS certification: Sysnet Global Solutions
• PCI DSS accreditation date: 13/04/2023
• What the PCI DSS doesn’t cover: N/a
• Cyber essentials: No
• 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: Complies with ISO27001 Information Security Management Standard

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Complies with ISO27001 Information Security Management Standard
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Complies with ISO27001 Information Security Management Standard
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Complies with ISO27001 Information Security Management Standard
• Incident management type: Supplier-defined controls
• Incident management approach: Complies with ISO27001 Information Security Management Standard

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: Yes
• Connected networks: Health and Social Care Network (HSCN)

Social Value

• Social Value:

  Social Value

  • Fighting climate change
  • Covid-19 recovery

  Fighting climate change

  This service reduces the need to travel for meetings, directly reducing emissions and positively impacting an organisation's carbon footprint.

  Covid-19 recovery

  During and post Covid-19, Medio continues to support clinicians and service users to conduct meetings remotely from anywhere without the need to travel, or make provisions for safe face to face contact.

Pricing

• Price: £360 a user a year
• Discount for educational organisations: Yes
• Free trial available: No

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 sales@involve.vc. Tell them what format you need. It will help if you say what assistive technology you use.