ishelp.co.uk Ltd

Digital Resource Management

ISHelp provides a secure Internet of Things (IoT) Cloud/ICT system service via a secure digital system for the management, tracking and conditional monitoring of assets and equipment. The secure digital system delivered via a common operating picture approach provides operational understanding to enable effective decision making.

Features

  • Internet of Things (IoT)
  • Asset Tracking and Location Services
  • Conditional Monitoring of Assets and Equipment
  • Asset and Configuration Management
  • Secure by Design Infrastructure
  • Exploitation of Cloud/ICT Technologies
  • Web and Mobile App Interfaces
  • Security Assurance and Device Encryption
  • Information Segregation and Management
  • Digital Transformation

Benefits

  • Delivers Value for Money and Cost Benefit to the Customer
  • Enables Decision Making
  • Delivers Operational Understanding and Digital Visualisation
  • Delivers Business Process Efficiencies
  • Short Deployment to Benefit Timeframe
  • Knowledge and Skills Transfer to Enhance Customer Team
  • Security Assurance
  • Common Operating Picture
  • API Interfaces to Customer Systems to Leverage Existing Investments
  • Exploitation of Digital Technology

Pricing

£3,000 to £240,000 a licence

Service documents

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 phil.wheeler@ishelp.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

9 6 3 5 5 9 9 4 3 8 8 4 9 9 0

Contact

ishelp.co.uk Ltd Phil Wheeler
Telephone: 07703098420
Email: phil.wheeler@ishelp.co.uk

Service scope

Software add-on or extension
No
Cloud deployment model
  • Public cloud
  • Private cloud
  • Hybrid cloud
Service constraints
System service and operational support requirements are dependent on the service level requirements to be agreed with the Customer.
System requirements
  • System License
  • Device License

User support

Email or online ticketing support
Email or online ticketing
Support response times
Response times vary depending on the agreed service level with the customer. Typically, during office hours, we aim to respond to high priority support requests "within one hour" but this can be reduced to "within five minutes" if the customer has requested this level of support within an agreed service level . Similarly, Out of Office hours support can vary from "not available" to "within five minutes" depending on the agreed service level with the customer.
User can manage status and priority of support tickets
No
Phone support
No
Web chat support
No
Onsite support
Yes, at extra cost
Support levels
Our system and operational support levels vary depending on each individual customer's support requirements. Our standard system and operational support availability is between 09:00 - 17:00 Monday to Friday excluding public holidays. This standard level of support is included with the license costs for the system and devices.
We can bespoke our system and operational support levels to various degrees based upon each individual customer's support requirements.
Each customer will be allocated a customer support manager as the point of contact for all system and service requirements. Each customer will have access to our support desk which shall operate under the terms of a mutually agreed service level agreement. Our support desk will allocate system or operational support engineers as required to manage and close support request calls.
Support available to third parties
Yes

Onboarding and offboarding

Getting started
We can provide training via digital documentation, online or on-site sessions whichever is preferred by the customer. Both online and onsite training may incur additional costs.
Service documentation
Yes
Documentation formats
  • HTML
  • ODF
  • PDF
End-of-contract data extraction
The customer data can be provided as an export in various formats depending on how each individual customer wishes to receive the data. Typically, the data can be provided in an XML or CSV format.
End-of-contract process
The customer will own any infrastructure, asset tracking, or sensor devices that they have purchased during the period of the contract. At the end of the contract, the customer's system access license will expire and the customer-owned devices and associated customer user accounts will no longer have access to our system. Customer data residing on our system can be exported if required in an agreed format at no additional cost. Any residual customer data shall be securely destroyed. All data services for any devices or equipment will be terminated.

Using the service

Web browser interface
Yes
Supported browsers
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
Application to install
Yes
Compatible operating systems
  • Android
  • IOS
Designed for use on mobile devices
Yes
Differences between the mobile and desktop service
The mobile device application has reduced functionality compared with the desktop web application. The mobile application has been designed to provide the functionality and mobility required by a user on a mobile device.
Service interface
Yes
User support accessibility
None or don’t know
Description of service interface
The web application and mobile application service interfaces provide users with the functionality of the system allocated to their individual user profile.
Accessibility standards
None or don’t know
Description of accessibility
Our web application and mobile applications services are accessed via a secure HTTPS connection that auto-scale to fit the user's display settings. The user interface, components, and navigations are presented to users in a way that can be understood, perceived, operated, and robust enough for a wide range of user agents, including assistive technologies.
The application functionality of each individual user is dependent on each individual user's system user profile.
Accessibility testing
Our system functionality operates with the standard functionality provided by the OEM operating system. We continually test our application interfaces to ensure that they meet the requirements of users of assistive technology.
API
Yes
What users can and can't do using the API
Users are not permitted to make any changes to the API. The API is designed to permit connectivity to other systems and is securely managed and operated.
API documentation
Yes
API documentation formats
Open API (also known as Swagger)
API sandbox or test environment
Yes
Customisation available
No

Scaling

Independence of resources
All our systems are built to be fully scalable, and resources are continually monitored, with load balancing and virtualised services where resources are increased automatically to meet additional loadings within agreed parameters.

Analytics

Service usage metrics
Yes
Metrics types
Dependant on the user requirement and SLA, usage metrics can be supplied as part of the service.
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
Yes
Datacentre security standards
Supplier-defined controls
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
Data sanitisation process
Yes
Data sanitisation type
  • Explicit overwriting of storage before reallocation
  • Deleted data can’t be directly accessed
Equipment disposal approach
A third-party destruction service

Data importing and exporting

Data export approach
Users can export some data
Data export formats
  • CSV
  • Other
Other data export formats
  • PDF
  • XML
Data import formats
CSV

Data-in-transit protection

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

Availability and resilience

Guaranteed availability
Standard SLA for system availability is 96%, with manned helpdesk support 09:00-17:00 on normal working days. Availability will be measured on a monthly basis and will exclude any scheduled downtime and any unavailability caused as a result of actions outside the control of ISHelp, such as a fault with the Data Centre infrastructure or the loss of the Data Centre internet network connection.
Enhanced out of Office Hours SLA support can be purchased, to provide on-call support service to support high priority (level 1 and 2) calls.
Approach to resilience
All our systems support high availability, scalability, and resilience. The actual solution is dependent on specific customer requirements and operational needs, as well as the location of services, and deployment on either native cloud, virtualized or physical hardware platforms.

More details are available on request.
Outage reporting
The use of a dedicated monitoring service provides detailed health status monitoring and error capture logging with email alerts. The services are monitored by third-party Uptime Robot utilities to confirm system availability.

Identity and authentication

User authentication needed
Yes
User authentication
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Username or password
Access restrictions in management interfaces and support channels
Company policy enforces system administrators to use a hardened “bastion host” to connect to the system. The hardened bastion host is only accessible within the network security boundary via separate administrative access and only via a dedicated admin VPN connection. This policy ensures a high level of segregation and access control within the network security boundary.
Access restriction testing frequency
At least once a year
Management access authentication
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • 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
Users contact the support team to get audit information
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
No
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
Other
Other security governance standards
Cyber Essentials Plus
Information security policies and processes
All our services conform with the National Cyber Security Guidelines. All our physical security meets the requirements within ISO 27001 that aligns with NCSC guidelines.

Operational security

Configuration and change management standard
Supplier-defined controls
Configuration and change management approach
Our configuration control and change management processes are controlled via our dedicated configuration control and change management system. We have fully auditable configuration and change control procedures with workflow linked to our source control and management system. We fully test all our software for potential threats prior to rollouts and subscribe to the National Cyber Security Centre (NCSC) Web check service.
Vulnerability management type
Supplier-defined controls
Vulnerability management approach
We are subscripted to the National Cyber Security Centre (NCSC) Web check service, which scans all services for any identifiable issues and provides proactive alerting in case of possible problems detected by NCSC.

We operate within National Cyber Security Centre (NCSC) guidelines and align our security patching to meet potential threats defined by NCSC alerts and recommendations. From current NCSC advice, we implement any security patches within seven days of release.
Protective monitoring type
Supplier-defined controls
Protective monitoring approach
Regular Nessus VA scanning and reporting is undertaken to identify potential compromises. From these reports, any identified issues are remediated per the established company patching policy within seven days. Additional downtime and patching windows are agreed upon with customers in advance so as not to impact live operations.
Incident management type
Supplier-defined controls
Incident management approach
We have a dedicated system for the management of incidents including support calls, fault calls, route cause analysis, and requests.

Once a call is raised by our operators, users will be emailed with a ticket number, description, and priority, and are then updated on the status of the call and any updates in accordance with the customer SLA.

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

Fighting climate change

Fighting climate change

As a company we are actively reducing our carbon footprint by ensuring that our staff travel as little as possible for business meetings via the use of online collaboration tools. When we do need to travel, our policy is to use public transport first, whenever possible. We recycle items whenever possible and produce less waste through our "no print" policy as we digitise everything whenever possible and our reuse of packaging whenever possible. All lights in our offices are LED and we have invested in the latest office heating technology which is more efficient than the previous boilers. Our IT systems are hosted within environmentally friendly data centres via AWS and BOM. We promote environmentally sustainable ways of working to our staff and associates to encourage both commercial and personal behaviour change, to more environmentally sustainable methods and processes, to help reduce the impact on the environment.
Covid-19 recovery

Covid-19 recovery

As a company we ensure that our staff and associates follow the government guidance and advice on how to stay safe from Covid-19. As a company we recognise that Covid-19 is still a threat to our staff and the continuity of our business services. For any of our staff who have been affected by Covid-19 we ensure that they have as much financial or well-being assistance to recover as we can provide.
Tackling economic inequality

Tackling economic inequality

As a company we enforce a strict anti-bribery and anti-slavery policy. ISHelp works with a small but global supply chain providing meaningful, skilled employment in a number of geographical locations. We therefore rely on the safeguarding processes of our agents and suppliers to ensure that the rights of employees and contractors are upheld and instances of Modern Day Slavery do not occur within our supply chain. We work with our supply chain within the requirements of DEFSTAN 05-0138 so that we can manage our supply chain and any risks potentially identified therein, to ensure that we comply with our policy. The ISHelp Board and Senior Management Team are committed to ensuring all of our contractors and employees across our supply chain are treated fairly. With the support of our HR team, we closely monitor all aspects of our supply chain to ensure high standards are maintained.
Equal opportunity

Equal opportunity

As a multi-cultural employer we provide opportunities for employment to any prospective candidate from any location, gender or religion subject to the restrictions afforded by the need for UK security clearance. The aim is for our workforce to be truly representative of all sections of society and our customers, and for each employee to feel respected and able to give their best. ISHelp, in providing goods and/or services, is also committed against unlawful discrimination of customers.
Wellbeing

Wellbeing

Our workforce are a fundamental part of our success. Through high levels of engagement, continuous professional development and support to improve their health and wellbeing, we are committed to ensuring we have a strong and diverse workforce which will continue to share and prosper from our continued growth. As a company we place a high value on the well-being of all our staff and associates. We provide a simple process for any member of staff to request assistance with any health issues whether physical or mental and provide a company subsidised Health Care Plan for the benefit of all employees. We provide a flexible working arrangement for staff so that they can manage their working time to suit their personal circumstances and promote personal time management rather than enforcing specific work times and deadlines. We encourage staff to take time off to have a break from their daily duties and provide time off in lieu for any additional work that a member of staff has undertaken.

Pricing

Price
£3,000 to £240,000 a licence
Discount for educational organisations
No
Free trial available
No

Service documents

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 phil.wheeler@ishelp.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.