Involve Visual Collaboration Ltd

SQOD Video Consultation Platform

SQOD is a fully customisable, accessible, scalable, secure video consultation platform which facilitates scheduled calls and virtual waiting rooms. It can be designed to seamlessly fit in with your website and applications with an array of features allowing workflow management in a way which suits your organisation’s processes.

Features

• Web based platform for service users and providers
• Fully customisable to suit each organisation
• Authorised service provider schedules/issues unique meeting link sent via text/email.
• Users join secure waiting room via url link
• Waiting area customisable, includes facility to show video content
• Facilitates group calls and transfer to other waiting areas
• WCAG 2.2 compliant
• Recording available
• Detailed interactive reporting embedded
• Fully auditable platform

Benefits

• Does not require applications / software downloads to operate
• Maintain brand guidelines for NHS/,GOV sites/own organisation brand
• Service provider manages invites and reminders in a secure manner
• Offers familiar process for users entering a waiting area.
• Meeting room content shown can be tailored for audience
• Allows efficient user and queue management and flows
• Inclusive for people with visual, hearing, motor and cognitive impairments.
• Service providers can refer to recordings of consultations.
• Service providers can spot trends, download and analyse real-time data
• All user activity is logged and can be tracked/ audited

£17.60 to £29.33 a user a month

• 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 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

910422534132640

Contact

Iffat Chaudhry
03300883475
sales@involve.vc

Service scope

• Software add-on or extension: No
• Cloud deployment model: Public cloud
• Service constraints: Users will need access to a supported web browser and device, e.g. mobile phone or laptop with camera
• System requirements:
  • A reliable internet connection
  • Operating system Windows 7 and later
  • Operating system MacOS 10.11 and later
  • Operating system Linux, any x64 based system

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Immediate acknowledgement followed by initial response within 2 hours within working hours (Monday to Friday). Out of hours on request.
• 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: No
• Onsite support: Onsite support
• Support levels: We have a range of support service from in-hours Monday - Friday to 24 / 7 / 365, depending on specific requirements.; Our IL3 accredited network operations centre is available for inbound support via email, telephone and video. We can provide a three layer support system with response times defined within our Involve Assist T&C's.; 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 SQOD's technical staff in addition to Involve's technical support to resolve any faults or outages that occur.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: We provide a range of onboarding services for SQOD, ranging from initial set up and customisation of your organisation's instance, creation of waiting areas and service users through to user and adoption training with individuals or groups. ; Online training tools and a wealth of online resources can be found with the online help centre that you will have access to.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: On termination of contract, all customer onboarding data will be deleted or exported via csv file on request.
• End-of-contract process: Your account manager will discuss with you contract renewal costs and benefits and in the unlikely event that you wish to cancel the contract at the end of its current term, access will be restricted to the SQOD portal at the end of the final contracted day. There are no additional costs.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: There is no difference to the service
• Service interface: Yes
• User support accessibility: WCAG 2.1 AA or EN 301 549
• Description of service interface: There is a resource centre and an admin portal available to users.
• Accessibility standards: WCAG 2.1 AA or EN 301 549
• Accessibility testing: This is in progress currently
• API: Yes
• What users can and can't do using the API: Users can make changes to: ; User management ; Appointment management ; Waiting room management ; Reporting
• API documentation: Yes
• API documentation formats:
  • Open API (also known as Swagger)
  • PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: SQOD supports .gov and NHS design toolkits (branding).; Service Administrators can customise many aspects of the service including branding, messaging provided to patients, support contacts, patient information, opening hours, service URL and post consult evaluations.; Meeting features can be configured per meeting or waiting area, including: ; recording; chat function; screen sharing ; device access ; background blur

Scaling

• Independence of resources: System resources are designed for horizontal scaling so that new servers are launched to handle increased load.; ; Systems resource utilization are continuously monitored to enable timely scaling.

Analytics

• Service usage metrics: Yes
• Metrics types: Standard reports are available for system access and usage including: Number of users; Number of Consultations; Number of Meetings; Organisations Created; Waiting Areas Created; Activity Per User / meeting room / Waiting Area activity
• Reporting types:
  • API access
  • Real-time dashboards
  • 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: Managed by a third party
• Penetration testing frequency: At least every 6 months
• Penetration testing approach: ‘IT Health Check’ performed by a Tigerscheme qualified provider or a CREST-approved service provider
• Protecting data at rest:
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • 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: Users assigned as Administrator for their organisation have access to a reporting dashboard and the ability to export reports in CSV format aggregated for all of their assigned entities, via the web application interface.
• 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)
  • IPsec or TLS VPN gateway

Availability and resilience

• Guaranteed availability: The service availability is based on the aggregate SLAs of the service components from the underlying cloud hosting provider. This is 99.9%. No refund scheme is currently in place.
• Approach to resilience: The system is provided as a resilient, high availability service. Underlying infrastructure is provided by accredited cloud providers, with redundant and resilient internet connections and local utilities. The system is designed for continuity with resilience to both site and component failures. Redundant sets of components are deployed into geographically-separated sites. These redundant components are configured for cross-communication, so that if a component fails in a given zone, its functions will be fulfilled by surviving components in another site. The design is scaleable with additional component units able to be added for resiliency, and capacity.
• Outage reporting: The following outage reporting methods are employed: ; Publicly accessible Service Status Dashboard ; Email alerts to nominated Customer Contacts

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Username or password
• Access restrictions in management interfaces and support channels: Client administrators are granted Administrative privilege for their organisation. Day to day management of individual user access and usage is delegated appropriately to trained and responsible staff assigned to relevant admin roles, on an organisation by organisation basis. Admin roles do not have access to “add self” operations and must refer to a higher level administrator, or revert to Involve for their own role assignments.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • 2-factor authentication
  • 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

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: 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: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Configuration and change management approach: Involve conforms with ISO27001 ISMS. The SQOD software and systems development lifecycle is mature with clear boundaries between phases and activities and individual assignment and accounting for activity at each phase. QA scope test case specification and execution are tracked and reported in functional and regression testing. Continuous Integration, Continuous Delivery and Test automation is in place to ensure repeatable, consistent and robust deployment. Role separation for QA signoff, authority to deploy and deployment execution. All software development steps are tracked in an issue management system which incorporates approval gates and sign off of impact, risk and rollback steps.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Infrastructure and application assurance, employs a suite of standard security testing tools - Regular external-facing testing is performed to ensure infrastructure attack surface-area complies with the design and deployment specifications - Server configuration and software versions are audited against currently-known vulnerabilities Application server systems protection with: - Automated system vulnerability assessment - Virtual patching providing automatic update of protection modules for newly discovered vulnerabilities even before operating system or vendor patches are available. - The application hosting environment is audited for any inadvertent misconfiguration - Third-party-contracted testing is performed in concert with key stakeholders
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Web Application Firewall with comprehensive OWASP Top 10 coverage On host intrusion protection and detection system: Alerts are configured so that system administrators are informed when events occur which require immediate action or investigation. Major event alerts trigger delivery of email. Critical events trigger alert with higher priority email and SMS to designated phones. Daily Reports are delivered to System Administrators which cover: • Summary of all System and Subsystems Events • All Firewall Events • All Integrity Monitoring Events • All Log Inspection Events Identified incidents are correlation with system wide log/events
• Incident management type: Supplier-defined controls
• Incident management approach: Responsible support staff are alerted to intrusion detection, component failures and above threshold metrics. - A Service Desk is available for logging of incidents, with ticket confirmation via email to reported. - Incident resolutions are logged and add to knowledge base for most effective future responses. - Centralised Log collection and analysis allows rapid analysis of system errors or attack vectors and forensics. - Post Incident Review will be conducted with root cause analysis reported to SMT. - The SMT is responsible for Reporting and rectifying security weaknesses, instigating control improvements based on lessons learned.

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: No

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

  SQOD allows service users to conduct meetings remotely from anywhere without the need to travel, or make provisions for safe face to face contact. It replicates in person consultations fully, and allows authentic access to services.

Pricing

• Price: £17.60 to £29.33 a user a month
• Discount for educational organisations: No
• Free trial available: Yes
• Description of free trial: Demonstrations and free trials can be requested via our website.
• Link to free trial: https://sqod.co.uk

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