WYSA LTD

Everyday Mental Health by Wysa

Everyday Mental Health by Wysa provides App or web-based clinically-validated mental AI mental health support for ages 11+

Features

• 24/7 AI conversational care
• Available on Google Play and Apple App stores
• Anonymous for end users
• Nice ESF Tier3a status
• Tools, exercises and videos to support transdiagnostic issues
• AI enhanced SOS detection of risk language
• Personalised user roadmap
• Customisable aggregate analytics for commissioners
• CBT-based exercises
• Customisable signposting

Benefits

• High engagement for end-users
• End-users feel heard and access support 24/7
• End-users can monitor their progress and condition
• Prevents escalation of symptoms
• Encourages positive behaviour change
• Self-contained 24/7 SOS support
• Signposting promotes use of local in-person services
• Analytics show services picture of mental health need

£1.80 to £4 a licence a year

• Education pricing available

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 johntench@wysa.io. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

987715074233145

Contact

John Tench
07584321947
johntench@wysa.io

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: Can be used in conjunction with iaptus for clinical outcomes monitoring
• Cloud deployment model: Private cloud
• Service constraints: End-users must have a smartphone that can access the Google Play or Apple App store. Users must have access to Wifi or mobile data. ; ; Wysa uses 44mb of mobile storage.
• System requirements: Analytics requires access to common web-browser

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: End-users are usually responded to within 48 hours. For services our SLA is to have any service outage resolved within 4 hours during 9am-6pm working hours.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.1 AA or EN 301 549
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: No
• Onsite support: Onsite support
• Support levels: End-users have access to 24/7 email support with a response time within 48 hours. ; ; Buying services have access to a ticketing system operated by Zendesk and monitored from 9am - 6pm 5 days per week.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: End-users receive a QR code that deep-links to the relevant app store and automatically signs them into the service's app version. ; ; For services we provide online training and end-user documentation as required.
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: End-users can delete their data in the app at any time through clearly-labelled settings. ; ; Service's can be given a CSV raw data file of aggregate analytics on request at the end of the contract.
• End-of-contract process: The contract includes the agreed number of licenses for Everyday Mental Health by Wysa. The costs are inclusive of all maintenance, scheduled updates, security updates etc. ; ; End-users are able to access the Wysa app for 12-months from the day of download. ; ; At the end of the contract services can request a CSV file of aggregate app analytics for the period of the contract. The End-user QR code will stop working for new downloads at midnight on the last day of the contract unless otherwise agreed.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
• Application to install: Yes
• Compatible operating systems:
  • Android
  • IOS
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: Wysa's AI Conversational Care can be purchased to be used through web browser (which is also mobile friendly). Conversational care does not include user roadmap or any of the locally-saved features of the app as the data is not linked to the user. SOS features remain in place for the web-version.
• Service interface: No
• User support accessibility: WCAG 2.1 AA or EN 301 549
• API: No
• Customisation available: Yes
• Description of customisation: Buyers can customise: ; - the onboarding process for the app - adding clinical questions, surfacing particular tools and limiting age-range; - co-branding ; - Local helplines and signposting services ; - National SOS services to surface; - Aggregate analytics dashboard

Scaling

• Independence of resources: We use UK-based Amazon Web Services to provide our services for millions of users with industry-standard guarantees.

Analytics

• Service usage metrics: Yes
• Metrics types: (all aggregate, over time, can be broken down to locality); - total downloads; - returning user statistics (no. sessions used in-app); - mood scores; - helpfulness rating; - SOS usage; - time of use; - most common difficulties ; - most common tools used; - Most common key phrases used in conversation ; - No times signposting used; - Clinical outcome scores (if used)
• Reporting types:
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: None

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 3.0)
• Penetration testing frequency: At least once a year
• Penetration testing approach: ‘IT Health Check’ performed by a CHECK service provider
• Protecting data at rest: Other
• Other data at rest protection approach: We are ISO 27001 and 27701 certified and follow all relevant procedures within those certifications.
• Data sanitisation process: Yes
• Data sanitisation type: Deleted data can’t be directly accessed
• Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v.30, CAS (Sanitisation) or ISO/IEC 27001

Data importing and exporting

• Data export approach: Services receive restricted access to an online data dashboard accessed through web-browser and can request a CSV file of raw data at any time. ; ; End-users can access their data by submitting a request through the in-app helpdesk clearly labelled in 'Settings'
• Data export formats: CSV
• Data import formats: CSV

Data-in-transit protection

• Data protection between buyer and supplier networks: Private network or public sector network
• Data protection within supplier network: TLS (version 1.2 or above)

Availability and resilience

• Guaranteed availability: Our SLA aims to guarantee the service to 99% availability 24/7 for the duration of the contract.
• Approach to resilience: Available on-request.
• Outage reporting: Email alerts

Identity and authentication

• User authentication needed: No
• Access restrictions in management interfaces and support channels: We follow a role-based access control and "Need to Access" privileges. This ensures that only authorised staff get access to any systems used for user management.
• Access restriction testing frequency: At least every 6 months
• Management access authentication: Other
• Description of management access authentication: Available on request

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: At least 12 months
• 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: At least 12 months

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: BSI Group
• ISO/IEC 27001 accreditation date: 09/04/2024
• What the ISO/IEC 27001 doesn’t cover: Outsourcing of development (although we conduct all development in-house)
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: No
• Other security certifications: Yes
• Any other security certifications: ISO 27701:2019

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards: ISO/IEC 27001
• Information security policies and processes: We have an ISMS & PIMS policy and manual. Training for all staff is refreshed quarterly. All information management is on a restricted-needs basis.; ; We have a Director of Compliance who is a member of and accountable to our Governing Board.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: We have policies and procedures in place around configuration and change management as part of our software development lifecycle that re available on request. This allows us to track changes with clear version control and assure protocols are followed to assess for any potential security impact. We have integrated static analysis tools, such as Sonar Cube within Github which is our computation management system this allows us to detect and remediate any OWASP top 10 vulnerabilities prior to code commits.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: We follow the vulnerability management practices outlined below: ; 1. Static analysis tool (Sonar Cube) integrated into Github to detect and remediate vulnerabilities in the code ; 2. Component analysis tool (OWASP Dependency Track) to detect vulnerabilities in any open source libraries used in the code ; 3. We do vulnerability scans with every release of our application; 4. We undertake third-party vulnerability assessment and penetration testing of our application and infrastructure to remediate any vulnerabilities
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: We have established logging, monitoring and alert mechanisms that allows our technical team to proactively monitor and remediate any vulnerabilities or threats. ; ; We have enabled AWS-provided logging and monitoring tools such as: ; Cloudtrail, Cloudwatch, AWS Security Hub among others to ensure protective monitoring processes. As mentioned in our earlier response we have also put in place vulnerability testing mechanisms to ensure remediation of potential vulnerabilities.
• Incident management type: Supplier-defined controls
• Incident management approach: We have in place ISMS and PIMS where we have defined and approved incident management procedures that we use for incident management and reporting purposes. Our ISMS and PIMS are audited and certified to ISO27001:2022 and ISO 27701:2019.

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 v3.0)

Public sector networks

• Connection to public sector networks: No

Social Value

• Social Value:

  Social Value

  • Fighting climate change
  • Wellbeing

  Fighting climate change

  Our web-server suppliers have a commitment to use 100% renewable energy by 2025 and reach net-zero emissions by 2040. We endeavour to ensure that all of our suppliers meet a similar standard in their commitment to net zero. Our workforce is remote and we do not use a physical office and we have a travel policy that supports the most sustainable travel options at all times.

  Wellbeing

  We run co-design sessions with end-user communities to customise the software to ensure that the software is user-led and does everything possible to not exclude any members of the community. ; ; Out employment policies ensure that staff have access to wellbeing benefits through employment for physical and mental wellbeing.

Pricing

• Price: £1.80 to £4 a licence a year
• Discount for educational organisations: Yes
• Free trial available: No

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 johntench@wysa.io. Tell them what format you need. It will help if you say what assistive technology you use.