METRO COMMUNICATIONS LTD

TeamViewer Frontline

Frontline empowers workers in an increasingly digitized working environment. A fully integrated immersive reality solution for devices such as Hololens2, RealWear and Vuzix. Remote expert support enables expert knowledge to be available to more people and develops skills. Guided learning by creating step-by-step holographic instructions for users where work happens.

Features

• Remote expert
• Guided digital workflow
• elearning (training workflows)
• Assisted reality (RealWear) and mixed reality (Hololens 2) device support
• Artificial intelligence

Benefits

• Cut the time to support a remote worker
• Reduce the cost of supporting a remote worker
• Make expert knowledge available to remote workers
• Reduced time to train, fewer errors and greater skill retention
• Richer training means learners see what needs to be done
• Real time feedback and audit
• Faster inspections
• Reduce changeover times
• Highly scalable

£1,400 to £1,400 a unit a year

• Education pricing available
• Free trial 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 peter.matthews@metrocomms.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 13

Service ID

805043953210066

Contact

Peter Matthews
07595024999
peter.matthews@metrocomms.co.uk

Service scope

• Software add-on or extension: Yes, but can also be used as a standalone service
• What software services is the service an extension to: RealWear, Hololens and TeamViewer tested assisted, mixed and augmented reality device operating systems
• Cloud deployment model:
  • Private cloud
  • Hybrid cloud
• Service constraints: None known
• System requirements: Ability to access a browser (see list of browsers)

User support

• Email or online ticketing support: Yes, at extra cost
• Support response times: 4 hours
• User can manage status and priority of support tickets: No
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: Yes, at an extra cost
• Web chat support availability: 24 hours, 7 days a week
• Web chat support accessibility standard: None or don’t know
• How the web chat support is accessible: It's not available today because no one wanted it. However we can spin it up quickly.
• Web chat accessibility testing: We haven't yet tested with assistive technology users
• Onsite support: Yes, at extra cost
• Support levels: Business hours 9 to 5; Technical Account Manager; If we need supplier support then that will be provided if contracted.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: We can off all 3 options i.e. onsite training, online training and user documentation with 24 x 365 support too via Metro's customer contact centre if needed.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: When the contract expires then on request teamViewer deletes all data in accordance with GDPR; ; https://www.teamviewer.com/en/dpa-annex/#annex-1
• End-of-contract process: You are provided with an isolated instance in the cloud where all of your data is held. At the end of the contract that instance is deleted.; ; Further information is available here; ; https://www.teamviewer.com/en/trust-center/

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
• Application to install: Yes
• Compatible operating systems:
  • Android
  • IOS
  • Windows
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: The service can be used on mobile phones, smart glasses and immersive devices as well as tablets.; ; Holographic effect on Hololens only; ; 2d on smart glasses and mobiles; ; 3d on hololens and tablets / mobiles
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: Administration interface
• Accessibility standards: None or don’t know
• Description of accessibility: Users use the applications on the device to get instructions and perform their tasks
• Accessibility testing: Not carried out yet
• API: Yes
• What users can and can't do using the API: Manage the user interface; Set up calls; Integrate into 3rd party solutions such as SAP
• API documentation: Yes
• API documentation formats: HTML
• API sandbox or test environment: No
• Customisation available: Yes
• Description of customisation: Extensive customisation available e.g. white label. For example the logos, design, the entire user interface.; ; No code and low code options available for developers and non-developers.; ; Customers can also do some customisation subject to full onboarding.

Scaling

• Independence of resources: You have your own fully scalable instance that is "technically" infinitely scalable.

Analytics

• Service usage metrics: Yes
• Metrics types: Teamviewer provides extensive servie usage metrics including, but not limited to: ; ; Who made the calls; Who did they ; Call duration; Who performed the tasks; Start and end time stamps
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

• Supplier type: Reseller providing extra features and support
• Organisation whose services are being resold: Teamviewer

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Up to Developed Vetting (DV)

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations: European Economic Area (EEA)
• User control over data storage and processing locations: Yes
• Datacentre security standards: Managed by a third party
• Penetration testing frequency: At least once a year
• Penetration testing approach: Another external penetration testing organisation
• Protecting data at rest:
  • Encryption of all physical media
  • Other
• Other data at rest protection approach: Teamviewer cloud services are hosted at Microsoft Azure so all Microsoft Azure compliances apply automatically.
• 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: Via the API with a back end integration into your systems.; ; Using a "standard browser" for basic data download of data once a task has been carried out e.,g. data, photos, videos.
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • PDF
  • XML
  • MP4 for video
  • JPEG for photos
  • Audio
• Data import formats:
  • CSV
  • Other
• Other data import formats:
  • PDF
  • XML
  • MP4 for video
  • JPEG for photos
  • Audio

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)
  • Other
• Other protection within supplier network: Please refer to this page for information about TeamViewer's security posture. We recognise the importance of security, both inside the TeamViewer network and also connecting to Government and Government agency/partner networks. We welcome a more detailed in depth discussion about information security.; ; https://www.teamviewer.com/en/trust-center/industry-leading-security/

Availability and resilience

• Guaranteed availability: Where contractually agreed Teamviewer offers guaranteed levels of availability and uptime.; ; These are subject to negotiation and we welcome a discussion to focus a solution on your exact requirements. ; ; Teamviewer strives to achieve 100% uptime and availability. Teamviewer's historic performance can be viewed here.; ; https://status.teamviewer.com/uptime
• Approach to resilience: Master and slave data centres.; ; https://www.teamviewer.com/en/trust-center/industry-leading-security/; ; Teamviewer welcomes a detailed discussion about their approach to service resilience.
• Outage reporting: Public URL; https://status.teamviewer.com/uptime; ; API; Email alerts

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Username or password
• Access restrictions in management interfaces and support channels: Teamviewer Frontline has user permission management and user access control with granular permissions based on role and group based authentication.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • 2-factor authentication
  • Username or password

Audit information for users

• Access to user activity audit information: No audit information available
• Access to supplier activity audit information: No audit information available
• How long system logs are stored for: User-defined

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: Yes
• Any other security certifications:
  • SOC 2
  • SOC 3
  • ISO 9001 (2015)
  • HIPAA/HITECH
  • TISAX label

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: Teamviewer has published it's security stance on it's website.; ; https://www.teamviewer.com/en/trust-center/industry-leading-security/; ; Teamviewer has a dedicated information security team who welcome the opportunity to discuss these matters and to clarify all questions you might have.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Teamviewer uses tools including but not limited to Gitlab and Jenkins for development engineering.; ; A typical approach could be to have a development, staging and production environments. Code is version controlled. Application security is reviewed throughout the development cycle.; ; Merge requests are required and have to be accepted by the Senior Architect.; ; External security professionals may, given the view of the allocated technical lead, be called in to carry out independent application security testing prior to release.; ; Where security vetting is required then Metro can provide Programme / Project leadership to manage these.; ; Further information can be provided on request.
• Vulnerability management type: Undisclosed
• Vulnerability management approach: TeamViewer has a vulnerability management process owned by IT sec. That includes components that take place in the service deliverable and monitoring. From R&D we do monitors as well libraries in used.; Regarding Vulnerability handling.; For R&D we do have a Product Security Incident Response Team and a CSIRT team for IT sec. For R&D side we have a dedicated team of members joining from across the R&D organization to respond to incidents in the product that ultimately feed its findings back into product security improvements; In case of event we do communicate via our trust center update and recommendation.
• Protective monitoring type: Undisclosed
• Protective monitoring approach: TeamViewer uses Microsoft Azure. Please refer to the Azure monitoring documents
• 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: TeamViewer has established a streamlined data breach notification process in accordance with Art. 33 and 34 GDPR. Includes the exact and comprehensive documentation of each incident by using a standardized template. Also detailed risk assessment by the legal department in accordance with the risk assessment matrix provided by the body of the independent German data protection supervisory authorities of the federal and state governments. Each incident is assessed within the target timeframe of 72 hours and concludes with a decision of whether the regulating authorities need to be notified. Management is informed about all incidents. Internal records are maintained

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: NHS Network (N3)

Social Value

• Fighting climate change:

  Fighting climate change

  Teamviewer Frontline empowers individuals by removing the need for travel by enabling an expert to connect with and support a competent individual. For example, faced with a challenging situation someone like a First Responder can engage the services of an Accident and Emergency Consultant to receive instruction and guidance to apply more advanced treatment.

Pricing

• Price: £1,400 to £1,400 a unit a year
• Discount for educational organisations: Yes
• Free trial available: Yes
• Description of free trial: Free trials are subject to a discussion regarding the details of the pilot e.g. objectives, who will be involved, the use case, potential scope of supply, total number of users and when the full project will start when the pilot has achieved it's objectives.

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 peter.matthews@metrocomms.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.