PROLINX LIMITED

Remote Spark

Prolinx and Kognitiv Spark together deliver secure, UK Sovereign, assured-SECRET Augmented Reality frontline remote support by combining Prolinx’s defence-grade cloud with RemoteSpark. The integrated solution enables real-time expert support, protects sensitive data, reduces travel and on-site dependency and securely captures operational knowledge, maintaining compliance while accelerating mission-critical work at reach.

Features

• Low bandwidth connectivity (128kbps)
• PDF and image viewer
• Photo and video capture
• Photo annotation
• Multiparty calling
• Microsoft Teams and OneDrive integration

Benefits

• Reduce travel costs by connecting experts to the frontline remotely
• Resolve issues faster with real-time expert guidance
• Scale scarce expertise without increasing headcount
• Minimize downtime and keep critical operations running
• Upskill frontline workers while work is happening
• Capture operational knowledge during real-world support
• Support distributed sites without local expert dependence
• Improve safety with remote risk assessment and guidance
• Improve worker autonomy with frontline knowledge access

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

Framework

G-Cloud 15

Service ID

982574447593625

Contact

Sam Howells
+44 (0) 330 180 0000
sales@prolinx.co.uk

About your service

• Service categories:

  Applications

  Production and operations

  • Other operations

  Service industry and public sector operations

  • Defence
  • Other
• Multi cloud support: No

Service scope

• Software add-on or extension: No
• Cloud deployment model: Private cloud
• Service constraints: Service performance may be affected by available bandwidth and network conditions at the point of use.
• System requirements:
  • Internet Connection
  • Compatible web-browser

User support

• Email or online ticketing support: Yes
• Support response times: An initial response (acknowledgment) will be provided within 30-minutes. Assessment and a formal response the the question (answer) will be provided within 5-working days
• 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: Prolinx offers:; Premium (99.5% uptime, RTO 24hrs, RPO 24hrs, P1 Tickets 24/7/365, all other tickets 08:00-17:00 Mon-Fri Excluding Public Holidays).; or; Premium Plus (99.9% uptime, RTO 24hrs, RPO 24hrs, P1 Tickets 24/7/365, all other tickets: 07:00-19:00 Mon – Fri Excluding Public Holidays).; ; Prolinx will provide 1st line support for initial diagnosis and first-time fix. Tickets that require a deeper technical analysis will be escalated to the applicable Product Team for resolution. A Service Delivery Manager/Customer Support Representative will be assigned to the customer on contract award. Technical engineers are made available as events dictate.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: We provide the customer with a comprehensive 'onboarding pack', which details provision and consumption of the service and its components. It also includes any required user guides and reference material / manuals to ensure a smooth customer experience and operation of the service. Prolinx may also provide a pre-agreed number of training days either on site or remotely as needed by the customer to suit their individual use case.
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: Customers will be able to remove their own data. Prolinx is able to, at an additional cost, transfer your data to removable encrypted external media (if required) should you not be able to copy the data from the hosting platform yourselves.
• End-of-contract process: The customer owns the headsets from purchase. At the end of contract the connection to the core platform is terminated via the MDM. No data needs to be removed from the headsets as any documents/drawings loaded to the headsets will be owned by the customer on their own system.
• Documentation accessibility standard: None or don’t know
• How the documentation is accessible: Prolinx provides users with a comprehensive setup guide that includes clear, step‑by‑step instructions covering the entire process from device start‑up to initial logon and configuration, such as mailbox setup. The guide is supported by screenshots, where helpful, to enhance clarity. It also includes a troubleshooting section offering additional guidance, including information on how to locate contact details for the Prolinx IT Service Desk should the user require assistance.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Chrome
• Application to install: Yes
• Compatible operating systems:
  • Android
  • Windows
  • Other
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: There is no difference between the mobile and desktop service.
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: Application Service Dashboard
• Accessibility standards: None or don’t know
• Description of accessibility: Application interface / remote support can be accessed via compatible web browser on a mobile or laptop device, therefore any accessibility features available via a web browser (example zoom) can be utilised. The deployed operator that is receiving remote assistance must use a visual Augmented Reality headset as supplied by the service provider, the headset can be worn with spectacles. The remote SME / operator can then support the deployed headset user by sharing their FOV and communicate in real-time.
• Accessibility testing: None
• API: No
• Customisation available: No

Scaling

• Independence of resources: Each tenant of the service is integrated into the Prolinx monitoring stack - this includes capacity of the compute / storage / network layers, along with pre-determined thresholds for alerting that have been set following industry best practices and ITIL to ensure system uptime and performance. Initial capacity of the system is implemented following an assessment of the customer use case / user stories and user numbers, along with expected growth or fluctuations in user base. If additional capacity is required, Prolinx will alert the customer and work with them on scaling or expanding the service to meet new demand.

Analytics

• Service usage metrics: Yes
• Metrics types: As part of regular Service Management Reviews we provide a monthly Service Management Report including service availability, response times to SLAs and Problem/Incident/Change/Service Request fulfilment.
• Reporting types:
  • Regular reports
  • Reports on request
• Resource tagging: No
• FOCUS resource tagging: No

Resellers

• Supplier type: Reseller providing extra support
• Organisation whose services are being resold: Kognitiv Spark - Remote Spark

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: 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: 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 SSAE-18 / ISAE 3402
  • Encryption of all physical media
  • Scale, obfuscating techniques, or data storage sharding
• 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 importing and exporting

• Data export approach: Customers will be able to remove their own data. Prolinx is able to, at an additional cost, transfer your data to removable encrypted external media (if required) should you not be able to copy the data from the hosting platform yourselves.
• Data export formats: Other
• Other data export formats:
  • JPEG
  • JSON
• Data import formats: Other
• Other data import formats:
  • PDF
  • JPEG

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: Prolinx offer two standard service packages, Premium or Premium+ (8-5 or 24/7). Each having their own SLAs and support / uptime guarantees. Standard response time for all priority incidents (p1-p4) is 30 minutes. Service uptime for Premium is 99.5% rising to 99.9% for Premium+ over the contracted support hours. Failure to meet contracted SLAs triggers a points-based system for recognising impact to service and re-imbursing customers. Full information on Prolinx service wraps, SLAs, service credits and other policies are available from the Prolinx Service Management Plan when a service is contracted.
• Approach to resilience: Prolinx services are supported and delivered from UK based datacentres, architected for High Availability (HA), compliant with Uptime Institute guidance, with multiple paths for power and cooling within the facilities. Further Business Continuity and Disaster Recovery (BCDR) capabilities can also be provided from geographically separated Prolinx Datacentres as required. Further details are available on request due to sensitive nature of disclosing site information.
• Outage reporting: Outages follow ITIL aligned service / incident management practices, they are monitored and handled by our UK based 24/7 Network Operations Centre. Customer email and telephone communication is utilised and wherever possible all outages are planned via Service Disruption Notices / ITIL aligned change management process with approval from customer stakeholders.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • Username or password
  • Other
• Other user authentication: Single Sign On; OAuth2
• Access restrictions in management interfaces and support channels: We practice full Role Based Access Control (RBAC) with 'just-in-time', 'just-enough' privilege elevation for the task in hand.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • Public key authentication (including by TLS client certificate)
  • Username or password
  • Other
• Description of management access authentication: Limited access over authorised networks and VPNs.

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: At least 12 months
• How long system logs are stored for: Between 1 month and 6 months

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards:
  • CSA CSM version 4.0
  • ISO/IEC 27001
• Information security policies and processes: Prolinx follow the ISO 270001 standard and the NIST CSF, with policies and proccesses designed and implemented around these. The Prolinx Security Team is responsible for the implementation and management of Information Security policies, including ones such as passphrase policy, information security incident handling procedures. The Security Team also feeds into other department policies where there is an information security requirement. Reporting is managed via quarterly IMS management meetings and via CSIPs to ensure ongoing improvement of policies and procedures. Ad-hoc reporting is carried out via the security team into Senior Management and the Prolinx Board of Directors.
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Prolinx delivers an ITIL‑aligned Change Management Function using a Request for Change (RFC) template covering all modifications to the solution. The Change Advisory Board (CAB) can access a web‑based console with visibility of all changes related to their service. Each RFC is reviewed through the Change Management Process and assessed by the CAB, including Customer and Prolinx technical, security and service teams. All technical changes require a Change Planning Document detailing configuration, rollback and security considerations. After deployment, changes are tested, CI records updated in the CMDB and any unsuccessful change is rolled back according to the CPD.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Prolinx receives inputs from MOD, NSCS, CISA, vendors and OSInt for potential vulnerability threats. The information is assessed against our assets to determine if we are at risk. Patch policy runs on a 30 day cycle from Microsoft Tuesday. Patches are assessed for requirement, tested in preproduction, applied to a test group and then rolled out across the estate. There is an option for and emergency change to be applied if the patch needs to be applied out with this cycle due to criticality, exposure or impact.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Prolinx provides proactive and reactive protective monitoring through a centralised, air-gapped SIEM managed exclusively by the Prolinx Security Team. Logs are collected from all capable network devices, with customer data segregated to prevent mixing. Segregation of duties and log integrity are strictly maintained. M365 customers also benefit from monitoring via Microsoft Defender and Sentinel. SIEMs align with the MITRE ATT&CK framework, with auditing enabled by default in secure builds, capturing user, server, network, and application activity. Monthly activity and statistic reports are available on request.
• Incident management type: Supplier-defined controls
• Incident management approach: Prolinx incident management includes management for common events, such as logon issues or service outages and how incidents are reported to a customer, both during the incidents life-cycle and a final report following incident resolution. Customer service management plans include provisions for how customers can report incidents.
• 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: Yes
• Connected networks: Joint Academic Network (JANET)

Pricing

• Discount for educational organisations: No
• Free trial available: No

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

• Less than £250,000: 0.5%
• Between £250,000 and £500,000: 0.5%
• Between £500,001 and £1,000,000: 0.5%
• Between £1,000,001 and £2,500,000: 0.75%
• Between £2,500,001 and £5,000,000: 0.75%
• Over £5,000,001: 1%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: BSI
• ISO/IEC 27001 accreditation date: Thursday 5 September 2024
• 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: Wednesday 6 March 2024
• 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: 558884fd-e945-4796-8c58-d5f450d491a8
• Cyber essentials plus: Yes
• Please provide your Cyber Essentials Plus Certificate Number: Fc0ff7c3-13c5-4751-b89a-e45c26aa1574
• Other security certifications: No

Social value

• Section B - Commitment for Future: Delivery:

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 1: Fair work: That offers fair wages and good working conditions. Help people get a job, stay in work, and progress in their careers, with good employment opportunities across the country. Notes: Where there is a large proportion of labour costs in the contract, commercial teams should consider MAC in Outcome 1 as a priority

    • New or retained jobs on the contract workforce in the relevant area that meet the criteria set out in MAC 1b, 1c and 1d
    • Providing opportunities for, and measuring and monitoring of, staff workforce conditions over time, including employee engagement, involvement in decision-making and satisfaction and adapting to any changes in the results, with clear processes for acting on issues identified
    • Plans to engage the contract workforce in deciding the most important workplace issues to address
    • Ensuring new workers are informed of their right to join a trade union
    • Monitoring of employee engagement rates (by protected characteristic) and, where necessary, the development of actions to ensure all voices are heard across the diversity of the workforce
    • Employment contracts that reflect actual hours worked; steps taken to ensure employees understand their contracts and have the ability to review and adjust them if actual hours regularly exceed contracted hours
    • Activities that support an environment where staff are educated about, and feel empowered to, address their physical wellbeing
    • Activities that support an environment where staff are educated about and feel empowered to report and address bullying and harassment
    • Activities to cascade good practice on fair working conditions throughout the supply chain
    • Offer a pay and leave entitlement to all eligible staff who become kinship carers, ideally equivalent to statutory adoption pay and leave
    • Payment of more than the National Minimum Wage or National Living Wage (as appropriate) to the contract workforce
    • Entitlement to sick pay for the contract workforce, with provision in place for any staff who do not meet the earnings threshold for statutory sick pay, payment of sick pay from day one of absence and payment of staff on the contract workforce who are off sick a replacement income of 100% of their usual earnings for as long as possible
    • Measures to support in-work progression to help people in the contract workforce, to move into higher paid work by developing new skills relevant to the contract
    • Support for the contract workforce by providing career advice, and providing opportunities for staff working on the contract with in-work progression career development into known skills shortages or high growth areas
    • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications
    • Understanding of the modern slavery risks and issues affecting the market, industry, sector or country (of origin or of source) relevant to the contract, and the workforce in the supplier’s own organisation and those of its key subcontractors
    • Measures to identify, mitigate and manage modern slavery risks relating to the contract and how these will be implemented
    • Outline policies and practices to be applied to or put in place for the contract to mitigate and manage modern slavery risks, including: Pre-employment checks, recruitment practices. Workplace conditions, safeguarding plans and processes in place and regular monitoring with relevant groups considered, which may include sampling
    • How these flow down the supply chain and are monitored Illustrative examples include reporting, site visits, audits, etc.

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 2: Skills for growth: Supporting growth sectors and addressing skills gaps.

    • Understanding of employment and relevant skills issues, and of the education and training issues relating to the contract. Illustrative examples: demographics, skills shortages, new opportunities in high growth sectors, geographic/local community and skills/employment challenges
    • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications
    • Activities to support relevant sector related skills growth and sustainability in the contract workforce. Illustrative examples: careers talks, curriculum support, literacy support, safety talks and volunteering
    • Delivery of apprenticeships, supported internships and T Level industry placement opportunities (Level 2, 3 and 4+) in relation to the contract

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 3: Resilient, innovative and flexible supply chains: Support economic growth through enabling resilient businesses, opportunities for small businesses and voluntary, community and social enterprises

    • Understanding of the types of businesses in the market and the level of participation by new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutuals
    • Activities that demonstrate a collaborative way to work with a diverse range of businesses as part of the supply chain
    • Understanding of local demographics, needs and opportunities for the co-design of the goods, services and works to be delivered under the contract

  • Mission: Make Britain a clean energy superpower: To cut bills, create jobs and deliver security with cheaper, zero-carbon electricity by 2030, accelerating to net zero

    Policy Outcome 4: Sustainable procurement practices: Reducing carbon footprints, minimising waste, and promoting the use of clean energy and green technologies.

    • Understanding of opportunities for additional environmental benefits delivery in the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
    • Delivery of additional environmental benefits through the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies

  • Mission: Break down barriers to opportunity: By reforming our childcare and education systems, to make sure there is no class ceiling on the ambitions of young people in Britain

    Policy Outcome 6: Employment and training: For those who face barriers to employment

    • Understanding of employment and skills issues, and of the skills and employment shortages of high growth sectors relating to the contract
    • Collection of the views and expertise of disabled people and their representative organisations on successfully supporting disabled employees or applicants
    • Inclusive and accessible recruitment practices, and retention-focused activities, including those provided in the Guide for line managers on recruiting, managing and developing people with a disability or health condition
    • Offering a range of quality opportunities with routes of progression if appropriate, e.g. T Level industry placements, students supported into higher level apprenticeships.
    • Understanding of the issues affecting inequality in employment, skills and pay in the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors. Measures to tackle inequality in employment, skills and pay in the contract workforce

  • Mission: Break down barriers to opportunity: By reforming our childcare and education systems, to make sure there is no class ceiling on the ambitions of young people in Britain

    Policy Outcome 7: Creating a pipeline of opportunities: For the contract workforce, reducing barriers to entry for under-represented groups.

    • Understanding of the underlying factors affecting improvements to reduce barriers to entry and training schemes for the target cohort(s) related to the contract workforce
    • Understanding of issues relating to entering the contract workforce

  • 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

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