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
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
- 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
-
- 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