BCS GLOBAL NETWORKS LIMITED

Manage - Cloud

Deliver a committed and consistent video experience for every user, every time with New Era Technology’s Manage - Cloud service.

With behind the scenes monitoring and performance optimisation,
we ensure the best possible video experience for your users as well as
providing maximum up-time for your video conferencing services.

Features

• Cloud Based Video Conferencing Service
• Device Management - AV (including peripheral), Microsoft & Android devices
• 24/7/365 Global team of Video Experts
• Problem Management & Resolution
• Real-time Monitoring, Alerting and Availability Management
• White Glove Webinar and Event Management services
• Virtual Meeting Room (VMR) services

Benefits

• Remote Device Access for troubleshooting
• Interoperability (Microsoft, Android, WebRTC, SIP, H323, BYOD)
• Security - ISO27001 security compliance and GDPR compliance
• Quality, affordability, reliability
• Automatic updates & 24×7 Support

£750 a device a year

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 jamie.cope@neweratech.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

922399637159677

Contact

Jamie Cope
+44(0)3334 559424
jamie.cope@neweratech.com

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: New Era Technology can provide AV Planning & Design, Professional Services, Digital Transformation, management for Customer Hosted deployments and onsite field engineers.
• Cloud deployment model:
  • Public cloud
  • Private cloud
  • Hybrid cloud
• Service constraints: No, our service does not have any constraints.
• System requirements: Teams Rooms require a Microsoft Room Licence

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Our Global Support Team are available 24/7/365.; Severity Level 1: Response within 30 minutes; Severity Level 2: Response within 1 hour; Severity Level 3: Response within 4 hours; Severity Level 4: Response within 48 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: No
• Onsite support: Yes, at extra cost
• Support levels: Manage Cloud includes telephone and email support for Incident Management including remote control where available, Global 24/7 L1-L3 Support, Problem Management, Third Party Escalation, Change Management, Monitoring/Alerting & Reporting.; Additional services for field support. digital media, AV Planning and Design are available.; Prices on request.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: At the time of onboarding, we provide the customer with a Service Manual that contains all details of the service including how to reach the Support team.; We also have the additional option of our Video Adoption Services where we can provide remote training along with user guides and documentations. Additional charges may apply.
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: Data extraction workflows can be created to extract user data to a csv file.
• End-of-contract process: New Era is happy to assist with exporting user data at the end of the contract. We will also be happy to discuss bespoke work to provide integrations with other providers but this will be at additional cost.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • Microsoft Edge
  • Chrome
  • Safari
• Application to install: Yes
• Compatible operating systems:
  • Linux or Unix
  • Windows
• Designed for use on mobile devices: No
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: Our C3 Portal allows you to manage day to day activities with a single click. It has a customisable dashboard where you can 'pin' favourite rooms, shows the inventory and health status of your estate. Reporting functionality is also available.
• Accessibility standards: WCAG 2.1 A
• Accessibility testing: None at this time.
• API: No
• Customisation available: Yes
• Description of customisation: The C3 Portal can be customised using the Customers colours and branding.

Scaling

• Independence of resources: The use of resources shall be monitored, tuned, and projections made of future capacity requirements to ensure the required system performance.; These activities are intended to optimize performance and efficiency, and to plan for future growth.

Analytics

• Service usage metrics: Yes
• Metrics types: Dependant on the services subscribed to, we can provide reporting on ticket metrics, SLA compliance, usage and up time availability.
• Reporting types:
  • 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 Security Clearance (SC)

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations:
  • United Kingdom
  • Other locations
• User control over data storage and processing locations: Yes
• 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: ‘IT Health Check’ performed by a Tigerscheme qualified provider or a CREST-approved service provider
• Protecting data at rest:
  • Physical access control, complying with another standard
  • Encryption of all physical media
  • Other
• Other data at rest protection approach: Backend Application is encrypted at rest within the database. End User computer disk encrypted.; We do not have by default encrypt all physical media, i.e Server disk on ESXI hosts running VMs for the application
• 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 secure online web portal
• 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)
  • Legacy SSL and TLS (under version 1.2)
  • Other
• Other protection between networks: The Infrastructure Services team is responsible for managing and controlling New Era’s network and for ensuring the security of information within networks. In addition, they are also responsible for protecting the services connected to the networks from unauthorised access.
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway

Availability and resilience

• Guaranteed availability: Service Desk Phone Availability - 99.9% monthly
• Approach to resilience: This service includes a robust modular infrastructure and geographic resilience across multiple managed Datacentres. We hold ISO27001:2013 aligned tested business continuity plans to ensure service reliability.
• Outage reporting: Major incident communications will be cascaded to all service users following a defined communications plan.

Identity and authentication

• User authentication needed: No
• Access restrictions in management interfaces and support channels: Back-end management of video services is controlled through Role Based Access Control, only vetted administrators are allowed to administer the service.
• Access restriction testing frequency: Never
• Management access authentication:
  • Identity federation with existing provider (for example Google Apps)
  • 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: User-defined
• Access to supplier activity audit information: You control when users can access 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: Lloyd's Register of Quality Assurance (LRQA)
• ISO/IEC 27001 accreditation date: 8 February 2024
• What the ISO/IEC 27001 doesn’t cover: Our ISO27001:2013 certification covers the entire business (New Era UK Holdings Ltd and BCS Global Networks Ltd dba New Era Technology).
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• 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
  • Other
• Other security governance standards: Cyber Essentials Plus
• Information security policies and processes: New Era holds ISO27001:2013 accreditation. This certification covers all areas of our business and includes a number of comprehensive information security policies including, but not limited to, Access Control, Operations Management, Change Management ,Software Development and Incident Management. All staff are trained on the information security policies relevant to their roles on induction, and also at annual training. Line managers are responsible for ensuring that all policies are adhered to within their teams. Any employee breach of our information security policies is covered by our employment disciplinary process. Our Compliance Officer and a member of our Senior Leadership Team hold regular ISMS meetings.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: New Era has a well defined Change Management Policy and this forms part of our ISMS and ISO27001:2013 certification. When a change is required, a change request is created which provides details of the change, the impact of that change, testing requirements, the roll back plan and any security or other implications that need to be considered. In addition a risk assessment will be performed where necessary.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Our certified ISO27001:2013 ISMS policy ensures appropriate vulnerability management governance.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: The service is monitored by 24/7/365 manned NOCs with real-time monitoring and event review. Driven by certified ISO27001 ISMS policy Information System Audit Logging Requirements: Monitoring Practice Standard (A12.4, A.12.7)
• Incident management type: Supplier-defined controls
• Incident management approach: We use the ITIL service model for service incidents and ISO27001:2013 annex A.16 policy for information security incidents. Reporting is available.

Secure development

• Approach to secure software development best practice: Conforms to a recognised standard, but self-assessed

Public sector networks

• Connection to public sector networks: No

Social Value

• Social Value:

  Social Value

  • Fighting climate change
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  We strive to support sustainable, equitable, healthy, and diverse communities through a combination of innovative business practices and exemplary environmental, social, and governance (ESG) performance. When we can identify the opportunity, we will participate in measures to drive down our energy and carbon impacts, as we believe that climate change is one of the greatest risks to our world. We consider environmentally sustainable initiatives that could deliver near–term efficiency, value, and health for our business, our people, and the wider community. For example, we operate a hybrid workplace as we are aware that a videoconference is a lot greener than a traditional meeting. As a managed service provider we see a greater need for specifically designed solutions to fit unique needs whilst keeping time, money and our planet in mind. We are committed to do what we can within our office spaces to be more environmentally friendly as a company, whilst informing employees on how they can help both when at work and from home. We are also working on improvements to our supply chain management to ensure a sustainable approach to our purchasing. Our ESG team is continually working on improvements to our practices and policies including improved reporting on our carbon energy reductions. Further details can be found in our ESG Policy, available on request.

  Equal opportunity

  We are an equal opportunities employer and recognise our obligations under the Equality Act 2010. We are actively opposed to any form of direct or indirect discrimination, harassment or victimisation towards employees or job applicants on the grounds of marital status, pregnancy, maternity, family responsibilities, race, religion, beliefs, nationality, ethnic origin, disability, age, gender or sexual orientation. Further details can be found in our Equality, Diversity & Inclusion Policy, available on request.

  Wellbeing

  At New Era Technology, we value the mental health and well-being of our colleagues and consider this to be a priority. We are continuously making improvements and taking active steps to ensure we foster a safe, supportive environment for all. We are committed to reducing the stigma surrounding mental health issues through raising awareness by offering training and holding virtual events and workshops. In addition to this, we offer a range of employee benefits to nourish the mental and physical health of our team including private healthcare and a cycle to work scheme. We have adopted the Employee Assistance Programme (EAP) offered by Health Assured. This programme enables employees to gain independent advice and support, including counselling free of charge from expert sources. We proactively support flexible working via our policy that recognises 3 types of working location; remote, hybrid and office, with considerable flexibility built into each. We work with employees to suit their needs (such as varied working times or part-time working) whilst maintaining business function. Flexibility is managed by team leaders and managers and we strive to enable our employees to achieve work-life balance and contribute as citizens. Further details can be found in our Corporate Social Responsibility Policy, available on request.

Pricing

• Price: £750 a device a year
• Discount for educational organisations: No
• Free trial available: No

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 jamie.cope@neweratech.com. Tell them what format you need. It will help if you say what assistive technology you use.