MULTITONE ELECTRONICS P L C

Multitone Nucleus

Multitone Nucleus is a secure, cloud-based communications platform designed for critical messaging and workflow integration. It enables seamless, real-time collaboration across teams and devices, supporting public sector organisations to improve response times, enhance safety, and streamline operations with robust, scalable, and reliable Software as a Service.

Features

• Hybrid cloud and on-premise architecture for unmatched reliability.
• 99.999% system availability, minimising downtime for critical operations.
• Native integration with fire alarms, BMS, and legacy pagers.
• Dynamic role-based messaging for accountable communication.
• Real-time alerts and notifications across devices and teams.
• Secure, AWS-backed data encryption and compliance.
• Automated escalation and workflow management for urgent events.
• Comprehensive audit trails and reporting for governance.
• Mobile, desktop, and onsite access for flexible working.
• Seamless integration with existing systems and third-party applications.

Benefits

• Ensure business continuity with hybrid survivability during outages.
• Improve safety and response times with instant, reliable alerts.
• Streamline workflows and accountability with dynamic role assignment.
• Reduce risk through robust, compliant data handling.
• Enable flexible working across locations and devices.
• Enhance collaboration between teams and departments.
• Support rapid decision-making with real-time information.
• Maintain full visibility and control over communications.
• Scale easily as organisational needs evolve.
• Minimise downtime with resilient, AWS-powered infrastructure.

• Education pricing available
• Free trial available

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

Framework

G-Cloud 15

Service ID

888579755778858

Contact

Bruce Davis
01256845110
salesadmin@multitone.com

About your service

• Service categories:

  Applications

  Collaborative

  • Enterprise community
  • Team collaboration
• Multi cloud support: No

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: Multitone Nucleus integrates with clinical and enterprise systems, supporting critical messaging and incident management workflows. It enables seamless escalation, real-time alerts, and workflow automation for clinical teams, ensuring rapid, coordinated responses to urgent events while enhancing operational resilience and patient safety.
• Cloud deployment model: Public cloud
• Service constraints: Multitone Nucleus is built on a resilient, modern architecture, allowing updates and maintenance with minimal disruption. Service availability remains high, as enhancements are applied to individual components rather than the whole platform. Advance notice is given for any changes affecting users. Support is available 24/7 directly from Multitone. The service complies with UK public sector standards for security, accessibility, and robust disaster recovery measures ensure continuity in unforeseen circumstances.
• System requirements:
  • Internet connection required for access to cloud-based service.
  • Supported web browser: latest versions of Chrome, Edge, or Firefox.
  • Mobile access requires iOS or Android device with current OS.
  • No additional software licences needed for standard functionality.
  • Device must support HTTPS and TLS 1.2 or above.
  • JavaScript and cookies enabled in browser settings.
  • Recommended minimum screen resolution: 1280 x 720 pixels.
  • Email client for notification and alert delivery (optional).
  • Antivirus software recommended for endpoint device security.
  • Sufficient device storage for app installation and updates.

User support

• Email or online ticketing support: Yes
• Support response times: Support queries are acknowledged within one hour, 24/7. Resolution times vary by priority, with urgent issues addressed immediately. Weekend response times are consistent with weekdays, ensuring uninterrupted support.
• 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: No
• Onsite support: Yes
• Support levels: Support Levels Provided:; We offer standard support, included at no extra cost, covering 24/7 access to our UK-based helpdesk for all technical and operational queries. Enhanced support packages are available by arrangement, tailored to specific organisational needs.; ; Technical Account Manager / Cloud Support Engineer:; A dedicated technical account manager or cloud support engineer can be provided for customers requiring personalised guidance and strategic support.; ; Cost:; Standard support is included (24/7 Telephone and RAS). Enhanced support and dedicated account management are priced according to requirements.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: We make onboarding simple and effective by combining intuitive design with comprehensive support resources. Multitone Nucleus is built on familiar, industry-standard user interface and user experience (UI/UX) flows, reducing complexity and accelerating adoption from day one.; To support users, we provide a range of resources, including quick-start guides, concise “how-to” videos, and access to a comprehensive document library. These materials are designed for clarity and ease of use, enabling users to become confident quickly.; For organisations requiring more structured onboarding, we offer flexible training options:; ; Remote or onsite sessions tailored to operational needs.; Hands-on training for practical experience.; Train-the-trainer programmes, empowering internal teams to cascade knowledge effectively.; ; Our approach ensures every user has the tools and confidence to maximise the platform’s capabilities, whether through self-service resources or guided sessions. This combination of intuitive design and robust support delivers a smooth, scalable start for all customers.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • ODF
  • PDF
• End-of-contract data extraction: At the end of the contract, customers retain full control over their data. Multitone Nucleus provides straightforward, secure options for data extraction to ensure continuity and compliance.; ; Export Options: All customer data can be exported in standard, non-proprietary formats to facilitate easy migration to alternative systems.; Access Method: Authorised administrators can initiate data extraction through the platform’s administration interface, ensuring a controlled and auditable process.; Support: Our technical team is available to assist with data export if required, providing guidance to guarantee accuracy and integrity.; Security: Data transfers follow strict security protocols, including encryption during transit, to protect sensitive information.; ; We also offer clear documentation outlining the steps for data extraction, and can provide remote support sessions where needed. This approach ensures customers can retrieve all relevant records quickly and securely, without disruption to their operations.
• End-of-contract process: At the end of the contract, we ensure a smooth and transparent transition for the customer.; ; The process includes:; Data Access and Extraction: Customers retain full control of their data and can export it in standard formats (e.g., CSV, XML) via the administration interface. Guidance and documentation are provided as part of the contract.; ; Account Closure: Once data extraction is complete, user accounts and associated data are securely removed from our systems in compliance with GDPR and UK Government standards.; Support: Our team offers remote assistance during the offboarding process to ensure accuracy and continuity.; ; Included in the Price:; Secure data extraction tools and documentation.; Remote guidance for offboarding.; Final system decommissioning and data deletion.; ; Additional Cost:; Onsite support for data migration or extended consultancy beyond standard offboarding.; Custom development for non-standard export formats or integrations.; ; This structured approach guarantees compliance, security, and minimal disruption, giving customers confidence at every stage of contract closure.
• Documentation accessibility standard: WCAG 2.2 AA

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
  • Other
• Application to install: Yes
• Compatible operating systems:
  • Android
  • IOS
  • MacOS
  • Windows
  • ChromeOS
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: Multitone Nucleus is fully designed for mobile devices, offering a consistent user experience across iOS, Android, and desktop platforms. All core features are available on mobile, with interfaces optimised for smaller screens. Some advanced administrative functions may be best managed via a desktop for ease of use.
• Service interface: Yes
• User support accessibility: WCAG 2.2 AA
• Description of service interface: Multitone Nucleus provides a user-friendly service interface accessible via web and mobile platforms. The interface is designed for intuitive navigation, enabling users to manage communications, workflows, and settings efficiently. Both desktop and mobile interfaces offer consistent functionality, with layouts optimised for each device type.
• Accessibility standards: WCAG 2.2 AA
• Accessibility testing: Our service interface meets WCAG 2.2 AA standards, embedded within the Multitone Brand Guidelines and forming a foundation during UI/UX design for the Nucleus platform. Accessibility is integral to our development process, ensuring inclusivity from concept to delivery.; Compliance is validated through automated WCAG checks and manual reviews during design and development phases. Testing includes assistive technologies such as screen readers and voice recognition tools, confirming compatibility for key workflows like alert management and dashboard navigation. Feedback from these sessions informed improvements to labelling, focus order, and colour contrast.; We also ensure compatibility with integrated accessibility tools on mobile platforms, supporting a consistent experience across devices. Our approach aligns with EN 301 549 requirements for ICT accessibility in public procurement, meeting UK Government standards.; Accessibility remains a continuous commitment: we monitor WCAG updates and evolving assistive technologies to maintain and enhance usability for all users.
• API: No
• Customisation available: Yes
• Description of customisation: Multitone Nucleus is designed with flexibility at its core, enabling organisations to tailor the platform to their operational needs.; ; What can be customised; Users can configure alert workflows, escalation paths, user roles, and notification preferences. Branding elements such as logos and colour schemes can also be adapted to align with organisational identity.; ; How users can customise; Customisation is achieved through an intuitive administration interface, allowing authorised users to adjust settings without specialist coding. Advanced options, such as API integration, enable seamless connectivity with third-party systems for bespoke workflows.; ; Who can customise; Customisation is typically managed by system administrators or designated IT personnel with appropriate permissions. Role-based access ensures changes are controlled and secure.; ; These capabilities support scalability and future-proofing, enabling organisations to adapt quickly to evolving operational requirements without costly redevelopment.

Scaling

• Independence of resources: Multitone Nucleus guarantees performance through a multi-tenant architecture with logical separation, ensuring each customer’s environment is isolated. Elastic cloud infrastructure scales automatically to meet demand, while intelligent load balancing distributes traffic evenly. Continuous monitoring detects and resolves potential bottlenecks proactively. Priority handling for critical alerts ensures essential communications remain unaffected, even during peak usage. This combination of isolation, scalability, and proactive management delivers consistent, reliable service without impact from other users’ activity.

Analytics

• Service usage metrics: Yes
• Metrics types: Multitone Nucleus provides detailed metrics on system performance, message delivery rates, user activity, and alert response times. These insights help organisations monitor usage and optimise workflows.; ; Real-time dashboards, regular reports, and reports on request are supported. Metrics can also be accessed and downloaded for integration with third-party reporting tools.
• Reporting types:
  • Real-time dashboards
  • Reports on request
• Resource tagging: Yes
• FOCUS resource tagging: Yes

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: Baseline Personnel Security Standard (BPSS)

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: Yes
• 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: ‘IT Health Check’ performed by a CREST-approved service provider
• 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: Complying with a recognised standard, for example CSA CCM v4.0, CAS (Sanitisation) or ISO/IEC 27001
• Data sanitisation type:
  • Deleted data can’t be directly accessed / Cryptographic Erasure
  • Data Erasure
  • Explicit overwriting of storage before reallocation / Secure Erase

Data importing and exporting

• Data export approach: Users can export their data securely and efficiently through the platform’s administration interface. Authorised administrators initiate exports using built-in tools that deliver data in standard, non-proprietary formats, ensuring compatibility with other systems. The process is designed to be intuitive, supported by clear documentation and optional remote guidance. For organisations requiring additional assistance, our technical team can provide tailored support to guarantee accuracy and compliance. All exports follow strict security protocols, including encryption during transfer, to protect sensitive information.
• 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: Multitone Nucleus is hosted on AWS cloud infrastructure, delivering high resilience and availability. We guarantee 99.99% uptime as part of our Service Level Agreement (SLA), excluding scheduled maintenance windows. This commitment is underpinned by a robust architecture designed to minimise the risk of outages.; ; Mitigation Measures; AWS provides multi-zone redundancy, ensuring services remain operational even if a single availability zone experiences issues. Auto-scaling capabilities dynamically adjust resources to meet demand, preventing performance degradation during peak usage. Continuous monitoring and proactive health checks allow us to identify and resolve potential issues before they impact customers.; ; Failover and Recovery; In the unlikely event of a disruption, automated failover processes restore service rapidly, reducing downtime and maintaining continuity for critical communications.; By combining resilient infrastructure with proactive monitoring and automated recovery, we mitigate the need for service credits by prioritising uninterrupted availability. This approach ensures customers can rely on Multitone Nucleus for consistent, secure performance.
• Approach to resilience: Multitone Nucleus is designed for resilience at every level, ensuring uninterrupted service for critical communications. The platform is hosted on AWS cloud infrastructure, which provides industry-leading resilience features, including:; ; Multi-Zone Redundancy: Services are deployed across multiple availability zones, so if one zone experiences an issue, operations continue seamlessly in another.; Auto-Scaling and Load Balancing: Resources scale dynamically to meet demand, while intelligent load balancing distributes traffic evenly to prevent bottlenecks.; Continuous Monitoring: Real-time health checks and automated alerts enable proactive issue resolution before service is impacted.; Disaster Recovery: Built-in failover mechanisms and backup strategies ensure rapid recovery in the event of a disruption.; ; AWS datacentres comply with internationally recognised standards such as ISO 27001 and CSA CCM, incorporating robust physical security, environmental controls, and redundant power and connectivity. This infrastructure underpins our SLA commitment of 99.99% uptime and ensures resilience against hardware failure, network outages, and environmental risks.; For detailed technical specifications on resilience and datacentre architecture, this information is available on request.
• Outage reporting: Multitone Nucleus provides clear and timely communication in the event of any service disruption. Our approach includes:; ; Email Alerts: Customers receive immediate notifications via email detailing the nature of the outage, affected services, and estimated resolution time.; Public Status Dashboard: A secure, web-based dashboard provides real-time visibility of service status, including current incidents and historical uptime data.; Open Protocol Access: For organisations requiring integration with their own monitoring tools, outage and status information can be accessed through an SNMPv3, enabling automated updates within existing workflows.; ; We prioritise transparency and proactive communication, ensuring customers are informed throughout the incident lifecycle. Updates include progress reports and confirmation when services are fully restored. This structured approach minimises uncertainty and supports operational planning during any disruption.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • Username or password
• Access restrictions in management interfaces and support channels: Access to management interfaces is strictly controlled through role-based permissions, ensuring only authorised administrators can perform configuration or maintenance tasks. All access requires Multi-Factor Authentication (MFA) and is logged for audit purposes. Support channels are restricted to verified personnel, with identity checks before any action is taken. Sensitive operations, such as configuration changes or data access, require elevated privileges and approval workflows. Hosting on AWS adds further assurance with secure network segregation and encrypted connections. These measures align with UK Government principles, ensuring robust protection against unauthorised access and maintaining service integrity.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • Username or password

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

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: Cyber Essentials Plus and ISO/IEC 27001 certified, Multitone embeds secure development practices aligned with the UK Government’s Software Security Code of Practice. Multitone Nucleus is hosted on AWS, which meets ISO/IEC 27001, SOC 1/2/3, and CSA CCM v4.0 standards, delivering a secure, compliant infrastructure that complements our governance controls.
• Information security policies and processes: Multitone operates under a comprehensive Information Security Management System (ISMS) certified to ISO/IEC 27001, ensuring that security policies and processes are embedded across all business functions. Our ISMS covers risk assessment, access control, incident management, and secure development practices, aligned with UK Government standards and the Software Security Code of Practice.; Reporting Structure; Information security governance is overseen by our Senior Leadership Team, with ultimate accountability resting with the Executive Board. Day-to-day responsibility lies with our Information Security Manager, who reports directly to the Operations Director and provides regular updates to the Board. This structure ensures clear lines of accountability and rapid escalation when required.; Policy Enforcement; Policies are communicated through mandatory staff training, regular audits, and compliance monitoring. We use automated tools for vulnerability scanning and access control, supported by internal audits and external certification reviews. Non-compliance triggers corrective actions under our formal risk management process, ensuring continuous improvement and adherence to best practice.; AWS Integration; Hosting Multitone Nucleus on AWS enhances our security posture. AWS provides physical and infrastructure-level security controls, while Multitone maintains responsibility for application-level security, configuration management, and change control under the shared responsibility model.
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Configuration and change management approach: We maintain a formal Configuration Management Database (CMDB) to track all service components throughout their lifecycle, ensuring full traceability and integrity. Every change request undergoes structured impact assessment, including a detailed review of potential security implications, before approval. Changes are tested in controlled environments, with automated vulnerability scanning and regression checks prior to deployment. Hosting on AWS adds further assurance, leveraging its certified infrastructure and operational security controls. All activities are logged, auditable, and subject to regular internal and external reviews, ensuring compliance with ISO/IEC 27001 and continuous improvement under our Information Security Management System.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: We operate a proactive vulnerability management process under our ISO/IEC 27001-certified ISMS. Potential threats are assessed through continuous monitoring, automated scanning, and risk-based analysis. Intelligence is sourced from trusted feeds, vendor advisories, and the UK National Cyber Security Centre. Patches are prioritised by severity and deployed rapidly—critical updates within 24 hours, others within defined SLAs. Hosting on AWS adds further assurance, leveraging its certified infrastructure and operational security controls. All actions are logged, auditable, and reviewed regularly to ensure compliance and continuous improvement.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: We implement continuous protective monitoring under our ISO/IEC 27001-certified ISMS. Potential compromises are identified through automated log analysis, anomaly detection, and alerts from intrusion detection systems. When a threat is detected, our incident response process is triggered immediately, with containment and remediation actions prioritised by severity. Critical incidents are addressed within one hour, supported by escalation to senior security personnel. Intelligence is sourced from trusted feeds, vendor advisories, and AWS monitoring tools. Hosting on AWS adds infrastructure-level monitoring and compliance, complementing our application-level controls to ensure rapid detection and response.
• Incident management type: Supplier-defined controls
• Incident management approach: We maintain pre-defined processes for common events under our ISO/IEC 27001-certified ISMS, including data breaches, service outages, and unauthorised access. Users can report incidents via our dedicated support portal, email, or phone, ensuring rapid escalation. Each incident triggers our formal response plan, covering containment, investigation, and remediation. Detailed incident reports are provided to affected customers promptly, outlining root cause, corrective actions, and timelines. Hosting on AWS adds infrastructure-level monitoring and resilience, complementing our application-level controls. Regular reviews and audits ensure continuous improvement and compliance with best practice.
• 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: Yes
• Free trial available: Yes
• Description of free trial: We offer free trials and proof-of-concept deployments of Multitone Nucleus by agreement. Trials include full access to core features for evaluation, typically limited to a defined period. Advanced integrations, custom configurations, and production-level support are excluded until a commercial contract is in place.

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

• Less than £250,000: 3%
• Between £250,000 and £500,000: 7%
• Between £500,001 and £1,000,000: 12%
• Between £1,000,001 and £2,500,000: 15%
• Between £2,500,001 and £5,000,000: 16%
• Over £5,000,001: 19%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Nqa
• ISO/IEC 27001 accreditation date: Thursday 11 September 2025
• What the ISO/IEC 27001 doesn’t cover: N/A
• ISO 28000:2022 certification: No
• ISO 9001 certification: Yes
• Who accredited the ISO 9001 certification: Bsi
• ISO 9001 accreditation date: Sunday 19 February 2023
• What the ISO 9001 doesn’t cover: N/A
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: 7b19555e-ef1d-4623-87ac-da1eb7342202
• Cyber essentials plus: Yes
• Please provide your Cyber Essentials Plus Certificate Number: 0e793249-f3de-4efa-8f53-250eeae277ea
• Other security certifications: Yes
• Any other security certifications:
  • ISO/IEC 27018:2019
  • ISO 22301:2019
  • ISO 14001
  • DSPT (8JV29)
  • DCB0129

Social value

• Section B - Commitment for Future: 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

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