X-ON HEALTH LIMITED

X-on Platinum Support

The service is focused on improving surgeries operational efficiency and experiences by providing them with consultancy support to enable optimal X-on product utilisation through a dedicated 12-month support period with regular meetings, on-demand optimal configuration support, auditing of cloud telephony, and bespoke training sessions (both F2F or virtual).

Features

• Optimal Configuration Support
• Dedicated 12-Month Support Period
• Bespoke Training Sessions (F2F/Virtual)
• Regular Review Meetings
• Auditing of Cloud Telephony
• Operational Efficiency Focus

Benefits

• Increases Staff Productivity
• Better Patient Experience
• Operational Resilience
• Cost Avoidance
• Improves Patient 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 products@x-on.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

987183673815682

Contact

X-on Health Sales Team
0333 332 0000
products@x-on.co.uk

About the service

• Service categories:

  Cloud Support Services

  Training

  • Advanced troubleshooting skills
  • Function/service optimisation skills
  • Other

Service scope

• Service constraints: The service excludes modifications to the core X-on cloud telephony software, and other product features, or its underlying hosting infrastructure. Although feature requests and flagging bugs are encouraged pieces of feedback, the service focuses only on utilisation, configuration, and training, not on platform development or bug fixing of the base product.; ; Optimisation is strictly limited to the X-on cloud telephony product and the full X-on Intelligent Care Navigation product suite. Integrations with other 3rd-party systems are excluded unless explicitly quoted.

User support

• Email or online ticketing support: Yes
• Support response times: 24 hour support, responding to questions with instant automated acknowledgement, with the follow-up answer response sending ASAP. Response times DO NOT vary on weekends.
• 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
• Support levels: Minor and Serious Problem Level - Report via the X-on Support Portal 24/7 or report by phone in working hours. ; Critical Problems (as defined in service agreement) - Report via the X-on support portal AND report by phone to Duty Engineer (separate phone number) available 24/7. ; Escalations Paths - Phone Support Team Leaders, with further escalation paths direct to the Operations Director. ; There is no cost involved in the support X-on provides to customers. Each customer has their own dedicated account manager.

Supplier type

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Baseline Personnel Security Standard (BPSS)

Pricing

• Discount for educational organisations: No

Product and delivery roles

Service owner

Role level	UK Rate	Offshore Rate
Service owner	£800.00	£800.00

Standards and certifications

• ISO/IEC 27001 certification: Yes
• ISO/IEC 27001 accredited by: Citation Ltd.
• ISO/IEC 27001 accreditation date: Thursday 24 July 2025
• What the ISO/IEC 27001 doesn’t cover: The physical and environmental security of the underlying hosting infrastructure (e.g. AWS) is not covered by our certification. The provider maintains their own independent ISO/IEC 27001 certifications, which are reviewed as part of our supplier management process. Client-side infrastructure, including end-user hardware (PCs), local area networks (LAN), and internet connectivity used to access our digital solutions, are outside the scope of our certification. Security management of third-party external platforms or APIs not managed by X-on Health, such as integrated clinical systems (EPRs) or third-party telecommunications carriers, is also not covered.
• ISO 28000:2022 certification: No
• ISO 9001 certification: Yes
• ISO 9001 certification accredited by: Citation Ltd.
• ISO 9001 accreditation date: Thursday 24 July 2025
• What the ISO 9001 doesn’t cover: The certification does not cover the manufacturing or hardware-level quality control of third-party end-user devices (e.g. handsets, headsets, or PCs) used to access our platforms. While we ensure the quality of our system's logic, the accuracy and quality of clinical data hosted within external third-party systems (e.g. integrated EPR systems like EMIS/Optum or SystmOne) are not covered by our ISO 9001 certification.
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber Essentials Certificate Number: 7421c82d-5c66-407b-888e-3f5ccc6a119e
• Cyber essentials plus: Yes
• Cyber Essentials Plus Certificate Number: 64c90e06-ca79-4add-a60f-9d9a91c4e5df
• Other security certifications: Yes
• Any other security certifications:
  • ISO 22301
  • NHSE DSPT 2024-25 "Standards exceeded"

Social value

• 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

  • 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
• 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
• 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 barriers to access to health and social care services or employment opportunities e.g. digital inclusion

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 products@x-on.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.