Involve Visual Collaboration Ltd
Cloud Based Videoconferencing Services
Involve
Confidential December 2014
G Cloud 6 Services Description
Involve is a national provider of video conferencing and audio visual collaboration systems and associated services to help users to work, meet and interact effectively. Involve provides a cloud based video conferencing solution; VC:me (and any required hardware/equipment) plus additional consultancy and/or training services.
Involve have deployed more than 2500 Video Conferencing systems throughout UK statutory authorities and schedule and manage in excess of 2000 video calls per month. The experience has helped deliver advanced and secure technology such as the world’s largest IP-based videoconferencing network on behalf of HM Prisons Service and clinical telemedicine solutions through Immedicare, a partnership with Involve and Airedale NHS Foundation Trust.
Involve have a team of Solutions Architects, Project Managers and Engineers, who design, install, provide training and support, free of charge, with any video conferencing package purchased, according to ITIL3 standards, Certified Technology Status (CTS), SC clearance plus the reassurance of ISO 27001 Information Security Management accreditation.
Through the VC:me (Video Conferencing: made easy) capability, Involve is a leading provider of Video Conferencing-as-a-Service (VaaS) or Managed Video Conferencing services provided at a fixed monthly cost. The VC:me platform enables flexible visual collaboration through:
Visual collaboration in high definition and sharing documentation
A Cloud based service, accessible through the internet, and available on-demand Managed Video Conferencing services provided at a fixed monthly cost
Increased productivity; reduced costs; anywhere, anytime collaboration Simple, consistent user interface which promotes widespread adoption
Software tools which aid end users to connect IP-based video devices to each other, either point-to-point or multi-point
Software to launch self-service multi-point video calls from either hardware endpoints, desktop or mobile devices
Interoperability between H.323, Lync, WebRTC, audio/ISDN
Confidential December 2014 VC:me is available in 2 distinct versions, giving customers the option to choose between a Pexip or Vidyo deployment:
Pexip is a scalable meeting platform that connects virtually any communications tool such as Microsoft Lync, H.323 video, WebRTC (http://www.webrtc.org/) and audio together for a seamless meeting experience.
Vidyo is a powerful, flexible and scalable software-based solution. Easy to use and manage, Vidyo™ technology innovations put HD-quality, multipoint video communications within reach of anyone using any device, anywhere.
Confidential December 2014
Involve Options:
VC:me complimented by Hardware/Equipment packages
1. IP based H.323 compliant video conferencing hardware; Cisco’s latest SX range technology – for meeting rooms of all sizes; NEC HD displays; microphones; Unicol Trolleys
2. SMART Lync Room Systems that allow video collaboration with interactive touch-screen whiteboards
3. Good value Logitech video conferencing systems for small and medium-sized meeting rooms
http://www.logitech.com/en-gb/product/conferencecam-cc3000e-business?crid=1545
4. Telemedicine Telecarts which work well for remote clinical reviews in a wide range of Acute & Primary Care delivery settings
Support services
Service Helpdesk accredited to Impact Level 3 standard, due to the security needs of present government contracts, with a Support Helpdesk which manages over 3000 support calls per month. Consultation services
Consultation services around assessment, design, usage and adoption, when considering future visual collaboration solutions
Training services
Training programmes customised to specific requirements
VC:me Packages
To aid decision making, the options have been split into the following packages as a guide:
Desktop User/Mobile – 1 person
Extra Small (XS) – very small meeting room/offices (1-2 persons) Small – small meeting & huddle room (3-5 persons)
Medium – medium meeting room (6-10 persons)
Large – large meeting room (10-18 persons)
Confidential December 2014 Design, supply, installation (if required) subscription to VC:me, Support Services (to Gold SLA), Helpdesk and training are all included*.
Based upon an all-inclusive package, with no restriction on usage, or uses, the large meeting room solution is a proven package to fit in a multitude of large meeting room environments.
*Necessary remote configuration is also included in the monthly price. The movement of physical systems or re-wiring will be subject to additional charges.
Back, Restore and Disaster Recovery
The service is deployed across two UK based data centres, which have resilience both within the data centres and across serviced locations. The service is load balanced across the two locations and thus if one data centre fails the other data centre will take over capacity, and each location has multiple IP and ISDN connections in and out to increase resilience.
On-Boarding and Off-Boarding
On Boarding
Once an order has been received the order will be passed to the logistic team. They will then arrange the following tasks:
Survey of planed connection
Date of installation and configuration Training delivery and documentation
Normal, scheduled installations take place between 9am until 5.30pm, Monday to Friday (excluding weekends and Bank Holidays) If required, installation teams are available to work during evenings and weekends for additional charges agreed prior to project implementation.
Technical Installation Schedules include full details on locations, equipment needs and technical requirements.
The Project Manager Role and responsibilities will include: - Creation of a site specific Project Plan
Communication with any dependant 3rd party suppliers
Logistically manage the request (site access etc.) VC / AV specification design assurance
Confidential December 2014 Off Boarding
30 days prior to the end of the service term the customer will be informed of the termination of the service date. Involve will set up an Exit Management team in conjunction with the customer and the new supplier, to manage the transition requirements before the end of any contract:
Once the contract has ended, the VC:me licences will automatically terminate
Updating of registers - Involve will ensure all registers maintained under the contract are up to date and made available to the customer and the new supplier.
Ensuring knowledge and information transfer through transferring details of any open incidents or faults including actions taken to date, and providing the original information which was issued at the commencement of the contract, incorporating any equipment/system changes which occurred during the contract period.
Service Management
For each new service an activation document will be produced detailing access to the services. Each new customer will be allocated a dedicated Account Manager, as well as processes and procedures for interaction with the Servicedesk. For each individual service inquiry a support ticket (log) will be raised with a unique reference. This will be monitored via the Servicedesk and regular updates will be communicated back as to the progress of the ticket and any related actions that are required to be undertaken.
Service Constraints
Scheduled maintenance will adhere to a 10 business day notification period, and wherever possible, outside of normal business hours.
Any urgent changes or amendments are managed as additional incidents with additional costs.
Service Levels
The Service Level Agreement incorporates a full and detailed schedule of equipment supplied, service and maintenance record dates, as well as a complete breakdown of what to expect should any problems or faults arise.
Support & Helpdesk services will be made available for the duration of the contract. Involve suggest the Gold Support Package which includes:
Telephone & Video support
Confidential December 2014 Advanced Replacement – where Involve will provide a loan or replacement item while the faulty
item is repaired
Support Helpdesk covering 09.00 until 17.00 Monday to Friday (excluding Public Holidays) with next guaranteed business day, on site engineer response
Preventative Maintenance and Software Upgrade schedule
Faults
Faults that are reported by Customers and that relate to the performance of their hardware or similarly derived service are classified under three categories:
Severity Category Description
1 A fault that makes the equipment or facility inaccessible or unusable; 2 A fault that has a material effect on the functionality, or performance
of the equipment that the customer relies upon for the efficient conduct of its business, for example faulty peripheral device;
3 A minor fault, which does not affect the performance of the equipment or the customer’s use of it;
Involve will, during normal working hours (09.00-17.00 Monday-Friday), provide a first response Severity 1 and Severity 2 faults within 1 working hour, and use its reasonable endeavours to resolve Customer Service calls in the following manner and in accordance with the classification and timescales below:
Severity Target resolution time
1 & 2 Involve will send an engineer to site by close of Next Business Day of fault being identified as severity 1 or Severity 2 to replace, repair or create a workable solution.
3 Involve engineers will fix all system “bugs” at the next scheduled preventative maintenance visit.
Performance Monitoring
Confidential December 2014 Resolution details
SLA’s and KPI’s in line with Call off Terms Any other agreed commitments
The report can be reviewed between the customer and the Support Service Delivery Manager, either by phone, or in person. This is the perfect opportunity to discuss performance; areas of concern; service improvement; SLAM (SLA monitoring) and for the customer to highlight any issues.
Financial Recompense/Service Credits
Service Credits or Financial recompense will be applicable if a Critical Service Failure occurs. Critical Service Failure will have occurred if either:
the Services are not available for more than twenty four hours accumulated in any three month period
the Services are not available for more than or forty eight hours in any rolling twelve month period or
service performance falls below the agreed SLA on two occasions
Training
Training will be delivered on site at the beginning of service, this will take the form of a 1.5 hours session. Users will also be provided with a user guide for the service. During the lifetime of the service, users can utilise remotely delivered training for updates and/or new staff members.
Ordering and Invoice Process
Quotations can be requested directly from the G Cloud sales team at Involve, either via email [email protected] or by phone 01925 713888. Any request will be acknowledged via email.
Once a purchase order has been received, the customer will be contacted by the Involve team who will coordinate the process of activation, configuration and commissioning.
Confidential December 2014
Termination Terms
Termination can occur at any point after the completion of the initial contract giving 30 days written notice of termination of service. Early termination of a service would incur the remaining balance of the contract cost.
Data Restoration/Service Migration
The Project Management team in conjunction with the customer and the incumbent supplier, if appropriate, will manage the transition requirements before commencement of the installation or contract:
Ensuring accurate knowledge and information transfer through holding technical briefing sessions in respect of assets and software to be transferred or licensed
Transferring details of any open incidents or faults including actions taken to date
Requesting a list of all work carried out under the previous contract, with actions and resolution Requesting a list of the original information issued at the commencement of the contract,
incorporating any equipment/system changes which occurred during the previous contract period Creating an inventory of all equipment and status to incorporate into the new Support agreement
Customer Responsibilities/Technical Requirements
Network connectivity is not included in this service. It is the responsibility of the customer to ensure that appropriate connectivity is available to support this service. Involve are happy to offer advice.
Involve will not perform any installation that is not compatible with the specified equipment and/or services, or where requested preparatory work has not been satisfactorily completed.
Involve shall be provided with access to any information records, IT systems, facilities, premises, vehicles and staff as required for supply, delivery and installation services.
Trials/demonstrations
Involve is happy to provide service/product trials or demonstrations to show the effectivity of the proposed systems, please contact the G Cloud sales team through [email protected] or 01925
Confidential December 2014
