Netpremacy Limited

Recursive Labs Relate SMS Live Stream Camera Sharing via Netpremacy

Relate SMS: the easiest way to see live video, just send a text, touch a link and stream live via the remote camera on almost any smartphone. No downloads or app installs required. Video can be either one or two way with an option for an audio channel as well.

Features

• Simplest way to see remotely right from your workstation
• No downloads or mobile apps required
• One time only use text link for security
• 1 or 2 way video streams add audio where required
• Can be used for issue resolution or easy video chat
• Rotor through and use any camera on multi-camera phones
• Easily add upto 10 viewers into the live video stream
• Annotate and send back or store still images from feed
• Works across IOS and Android
• Record video interactions and store them for later reference

Benefits

• See customer issues directly without leaving the office
• Avoid delays and unnecessary site visits
• Resolve issues faster
• Improve constituent satisfaction
• Record sessions for future reference
• Works for issue resolution or simple video chat

£30 a user a month

• Free trial available

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  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 aeden@netpremacy.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

982962219073024

Contact

Andrew Eden
0113 366 2008
aeden@netpremacy.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: CRM and Customer engagement, Omnichannel tools
• Cloud deployment model: Public cloud
• Service constraints: None
• System requirements:
  • Up to date browser
  • Wifi / Data connectivity

User support

• Email or online ticketing support: No
• Phone support: No
• Web chat support: No
• Onsite support: No
• Support levels: Back to vendor support included in the price of the license
• Support available to third parties: No

Onboarding and offboarding

• Getting started: We provide the vendors quick start services pack as part of the solution.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: No data is held in the solution, it is for co-browsing support only typically supplied as part of Zendesk SaaS
• End-of-contract process: Product and services as ordered are included and vendor support within the SaaS license

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
• Application to install: Yes
• Compatible operating systems:
  • Android
  • IOS
  • MacOS
  • Windows
  • Windows Phone
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: Cobrowsing and screensharing on the desktop and mobile web are exactly the same. ; ; The Recursive Labs Mobile SDK enables a customer to share a native mobile application, including his or her camera for the agent to see what the camera shows. ; ; The same agent interface is used regardless of the end consumers device.
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: Web Browser
• Accessibility standards: None or don’t know
• Description of accessibility: Co-browsing support solution accessible to all users
• Accessibility testing: As part of vendors terms and conditions
• API: Yes
• What users can and can't do using the API: Integrate the solution within third party SaaS deployments
• API documentation: Yes
• API documentation formats:
  • HTML
  • Other
• API sandbox or test environment: Yes
• Customisation available: No

Scaling

• Independence of resources: We use an infinitely scaleable Enterprise hosting environment.

Analytics

• Service usage metrics: No

Resellers

• Supplier type: Reseller (no extras)
• Organisation whose services are being resold: LumApps, Zendesk, Google Google Workspace, GCP, RingCentral, Happeo

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
  • European Economic Area (EEA)
  • 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 every 6 months
• Penetration testing approach: Another external penetration testing organisation
• Protecting data at rest: Encryption of all physical media
• Data sanitisation process: Yes
• Data sanitisation type: Deleted data can’t be directly accessed
• Equipment disposal approach: A third-party destruction service

Data importing and exporting

• Data export approach: This is not applicable
• Data export formats: Other
• Other data export formats: Not applicable
• Data import formats: Other
• Other data import formats: Not applicable

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: Via underlying hosting service (AWS instance)
• Approach to resilience: Hosted on dedicated AWS with all the requisite benefits of their service
• Outage reporting: Email alerts

Identity and authentication

• User authentication needed: Yes
• User authentication: 2-factor authentication
• Access restrictions in management interfaces and support channels: SAML2
• Access restriction testing frequency: At least every 6 months
• Management access authentication: 2-factor authentication

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: User-defined
• Access to supplier activity audit information: Users have access to real-time 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: No
• Other security certifications: No

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards: CSA CCM version 3.0
• Information security policies and processes: Industry standard

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: In house defined process
• Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Vulnerability management approach: Via service provider
• Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Protective monitoring approach: Industry standard
• Incident management type: Conforms to a recognised standard, for example, CSA CCM v3.0 or ISO/IEC 27035:2011 or SSAE-16 / ISAE 3402
• Incident management approach: Industry standard

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
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  Environment KPI:; We ensure each of our physical office locations has at least one “green ambassador” who is empowered within the business to educate, inform, define and shape our environmental policies for each of our physical locations to enable the business to achieve increased performance year on year; Some of the key ways we drive environmental sustainability within Netpremacy are:; We integrate environmental concerns into our decision-making and resultant activities via our green ambassadors.; We dispose of electrical items either to the second user market or in accordance with current WEEE recycling directives where reuse is not possible.; We minimise travelling with the use of improved collaborative technology (we are Google business) and complementary Company policy. We also provide secure bike storage to encourage eco-friendly methods of travel for our employees.; We minimise waste and reuse/recycle as much as possible. We recycle on a weekly basis, with recycling stations at each desk pod and kitchen within the Leeds office.; We recycle/reuse ink cartridges, using a charitable recycling service which benefits both charitable organisations and the environment.

  Tackling economic inequality

  Local Business & Economy:; Providing work opportunities for small, medium, micro-sized businesses, social enterprises and minority owned businesses ; Procuring goods and services locally where possible ; Supporting small, medium, micro-sized businesses, social enterprises and minority owned businesses to improve capability and grow sustainably

  Equal opportunity

  Employment and Skills: ; Enabling local people to obtain the skills needed to access employment ; Providing our employees with new skills for the future ; Creating employment opportunities within the communities that we work ; Removing barriers to employment in the information technology industry for underrepresented and disadvantaged groups ; Offering employment opportunities to those who serve or have served in our armed forces; Employment and Skills KPI; We ensure that our staff collectively attain at least 10 industry recognised certifications per annum.

  Wellbeing

  At Netpremacy we create infrastructure, support communities and enable growth to deliver community benefits and additional social value. We assist our customers to maximise social, economic and environmental wellbeing of local communities in accordance with The Public Services (Social Value) Act 2012, The Procurement Reform (Scotland) Act 2014 and The Wellbeing of Future Generations (Wales) Act 2015.

Pricing

• Price: £30 a user a month
• Discount for educational organisations: No
• Free trial available: Yes
• Description of free trial: You can try this innovative platform for FREE with the Realtime Essential Plan. We offer 3 plans designed to meet the specific needs of your organisation: Essential, Team and Enterprise.
• Link to free trial: https://www.zendesk.co.uk/apps/support/recursive-labs-visual-engagement/

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  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 aeden@netpremacy.com. Tell them what format you need. It will help if you say what assistive technology you use.