Europe’s PremierPersonal Safety Service

Skyguard provides Europe’s premier personal safety service for lone workers and people at risk

SG MD 303 / Version 7 / January 2017

CONTENTS

Title Page

What is a Lone Worker? 2

Who are Skyguard? 4

The UK’s Only Wholly-Owned End-to-End Service Provider 5

Certified to the Highest Industry Standards 6

What is BS 8484:2016 and Why is it Important? 7

Isn’t it Better to Dial 999? 8

Trusted and Used by Over Half the UK’s Police Forces 9

Solutions for Every Industry 10

How the Service Works 11

Industry Leading Personal Safety Devices 12

Skyguard for Smartphone / SmartButton 13

Voice Memo Timer 13

Skyguard’s Incident Management Centre 14

Customer Service Centre Online Portal 16

Skyguard International 17

UK Based Aftercare and Support 18

Training and Consultancy Solutions 19

What Our Customers Say 20

1

What is a

LONE WORKER?The Health and Safety Executive’s (HSE) definition of a lone worker is someone who “work[s] by themselves without close or direct supervision”. This broad definition can include any employee who spends time in an office on their own, travelling between meetings, or even working at home or in a café – either regularly or on the odd occasion.

In fact, the Office of National Statistics estimates that there are 8 million lone workers in the UK. Some estimates put that figure even higher. Many of these individuals work in conditions that expose them to personal danger from work-related violence or verbal abuse, accidents, serious illness or injury. And due to the fact that they are on their own this puts them at a greater risk should the worst happen.

What does this mean for employers?As an employer, you have a legal and moral Duty of Care to your employees to protect them from unnecessary risk. If one of your employees suffers harm at work as a consequence of doing their job, you could end up in court. And if it can be proven that the systems you employ aren’t up to the job of protecting your employees, you may be in breach of numerous pieces of Health and Safety legislation. This could have disastrous consequences.

Before even considering the cost of fines and litigation, the HSE estimates that it can cost an organisation in excess of £20,000 just to investigate a single physical assault. It can cost a lot less to prevent one.

If an incident does occur, the courts will take the resources available to an organisation into consideration – the Sentencing Council guidelines state that a Corporate Manslaughter fine should be up to £20 million. It is no defence for an employer to say that they did not have the time, money or resources to reduce risk. There is the possibility of courts imposing publicity orders which can tarnish reputations, and in the worst cases, prison sentences for senior managers found to be negligent.

There are approximately

EIGHT MILLION lone workers in the UK

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Legislation affecting employers:

1. The Health and Safety at Work Act 19742. The Management of Health and Safety at Work Regulations 19993. The Corporate Manslaughter and Corporate Homicide Act 20074. The Health & Safety Offences Act 2008

These are only the general laws affecting organisations – in addition, there are whole host of supplementary Health and Safety regulations which apply to specific industries, workplace environments and types of job activity.

Skyguard Can HelpThe Skyguard service can help fulfil your Duty of Care to your employees. So we don’t just protect lone workers and employees at risk, we help protect employers from potential ruinous litigation, too. What’s more, it’s proven to help increase morale and staff confidence knowing that if they need assistance fast, there is a highly trained professional there at all times to assist them in any emergency.

Skyguard takes a holistic approach to lone worker safety, by offering a range of training and consultancy services designed to complement and maximise the effectiveness of our service.

Naturally, every Skyguard client receives introductory training and ongoing support in setting-up their Skyguard account and using the service. In addition to this, we can also offer bespoke training and consultancy solutions tailored to each organisation’s particular requirements. Our panel of advisors can assist with Risk Assessments, Business Case Development for Lone Worker Services, Policy and Procedure review, and even Conflict Resolution training, if required.

Sentencing Council guidelines state that a Corporate Manslaughter fine should be up to

£20 Million

Skyguard can help fulfil your

DUTY OF CAREto your employees

3

Skyguard is a subsidiary of the Send For Help Group - the largest lone worker protection provider in the UK, Europe and globally.

The Group has protected over 250,000 lone working end users, across a diverse range of vertical markets. Our senior management team has over 60 year’s collective experience working in the lone worker protection industry. Drawing from this specialist expertise, we have invested in cutting-edge technology to develop our own personal safety products, monitoring centre, software and infrastructure.

In March 2010 Skyguard was wholly acquired by the Send for Help Group – founded by James and Will Murray and backed by their Father Jan Murray, the technology entrepreneur. Jan is best known as the founder of the PC World chain of computer superstores which he sold to Dixons Group in 1993. He subsequently founded Internet Technology Group Plc in 1995, which was sold to Concentric Corp. for $250 Million – the largest sale of an independent ISP in the UK.

The main business focus of the Murray family is now Skyguard Ltd; the company’s profits are being reinvested back into the business to enable the company to continually expand in the UK, and across Europe.

With investment in the service infrastructure, this enabled Skyguard to create new devices, software, and the construction of an Incident Management Centre in Surrey – the first single-purpose facility in the UK to be certified to the highest industry standards (BS 8484, BS 5979 Cat II, ISO 9001 and Secured by Design).

Further investment in 2011 saw the launch of two pioneering

product developments to realise the company vision; MySOS – Europe’s smallest personal safety device and Skyguard International – the world’s first and only service of its kind to provide localised emergency response in 36 countries across Europe and South Africa.

In March 2013, the company reached profitability as a result of significant growth in 2012 which saw Skyguard more

than double its customer base. This achievement marked Skyguard as the UK’s fastest growing lone worker protection.

In 2014 the company’s success was acknowledged by the industry when it won the ‘Best Deployment of Lone Worker Technology’ for its work with Guy’s and St. Thomas’ NHS, at the Security Fire and Excellence Awards.

2015 saw continued product and service development which included the launch of a new version of the MySOS

device, boasting more features in an even smaller design. The company has made further product developments in 2016, with the launch of an innovative Bluetooth ‘SmartButton’ accessory which connects to a refreshed Smartphone app.

In December 2016, Send For Help was announced as one of Britain’s fastest growing companies. The Fast Track 100 list, which is published annually in The Sunday Times, ranks Britain’s top 100 private companies with the fastest growing sales over their latest three years. The company ranks at no. 47 in the 2016 league table.

Skyguard is committed to maintaining its position as Europe’s market leader in lone worker protection, by developing innovative products and providing a first class service at highly competitive prices.

WHO ARE SKYGUARD?

“At Skyguard, we know that when a customer presses a button to request help, that moment is critical for them. We have therefore used all of our resources to ensure that the service we offer at that moment is the best in the industry! People’s lives depend on it.

James MurrayChief Executive of Skyguard

JAN MURRAYat the opening of his first

PC WORLDsuperstore in Croydon in 1991

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THE UK’S ONLY WHOLLY-OWNED END-TO-END SERVICE PROVIDER

As the UK’s only wholly-owned end-to-end service provider, Skyguard has developed every part of our supply chain - from our devices to our Incident Management Centre.

In order to maximise reliability we therefore selected only best-of-breed technology right across our service infrastructure.

Components of the service exclusively owned by Skyguard:

• Personalsafetydevicesandaccessories• Mobile phone software applications• TheSkyguardbuilding• IncidentManagementCentre(IMC)• IMCControllers• Datastorageandsystems• Proprietaryalarmreceivingsoftware• Engineersandproductdevelopers• Disasterrecoveryandbackup• Web-basedtoolsandsoftware• Training and implementation teams• Aftercareandtechnicalsupportteams

This unique positioning not only minimises the risk of exposure for our clients’ employees, but also gives us the flexibility to develop bespoke solutions and customise any element of the service for customers with specific requirements. Having our own in-house engineers, software developers, Controllers and customer services all under one roof, improves communication time between our service elements and augments staff training and procedures. All these things lead to a quicker, more reliable response and specialised expertise; ultimately getting the right help to our customers and faster, when they need it most.

Skyguard’s expertise in and control of, all parts of the service led to our IMC becoming the first in the UK to be certified to the new Lone Worker Device Services standard: BS 8484, in January 2010. This represents a huge achievement considering the standard was only approved in September 2009; inspectors audited the service against a rigorous evaluation process including BS 5979 (Category II) and ISO 9001 for our Quality Management Systems.

A domestic violence victim had been given a Skyguard alarm by her local police force. Shouting and behaving in a threatening manner, the victim’s partner arrived at her home in the early hours of the morning. The victim activated her alarm, prompting Skyguard Controllers to initiate a response from the local police - who arrived at the scene within minutes and arrested the aggressor. Following this incident, the police requested the digital audio recording of the victim’s alarm call from us; this was subsequently used in court to convict the offender. Naturally, we only issue our customer’s personal details to the police once the correct Data Protection procedures had been complied with.

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Accredited to the

HIGHEST POSSIBLEIndustry Standards

Protection of your employees, assets and those in your care is a serious business.

At Skyguard, we strictly adhere to the best practices; stringently follow guidelines set by the industry and continually keep up with legislation. We are also innovators in our sector and have played an instrumental role in developing industry standards for better lone worker protection. As a committee member of the British Security Industry Association’s (BSIA) Lone Worker Section, Skyguard advises and works with key industry stakeholders; the National Police Chief’s Council (NPCC), the British Standards Institute (BSI), and numerous other regulatory bodies.

Our service is constantly monitored, assessed and rigorously tested to ensure that you receive the very best possible service. But don’t take our word for it… our accreditations are listed below.

• BS 8484:2016 – the British Standard for lone worker services; Skyguard is certified to all five elements of the standard; the company, the devices, training, the ARC and the response services. Skyguard is a key contributor to development of BS 8484, having been closely involved in its preparation from initial drafting through all subsequent versions, to the finished product and the future development of a European-wide standard;

• BS 5979:2007: Category II – the British Standard for Alarm Receiving Centres (ARCs); Category II compliance makes possible the highest level of police response;

• BS EN ISO 9001:2008 – the international quality standard which relates to Skyguard’s Quality Management System;

• National Security Inspectorate’s ARC Gold – external Auditor’s scheme encompassing the above certifications;

• BS 7858:2012 – the British Standard for security screening of individuals employed in ARCs; all Skyguard employees are externally screened to the standard, and DBS checked to Enhanced Disclosure level;

• BS 7984:2008 – the British Standard for keyholding and response services, which covers the Skyguard National Response Service;

• National Security Inspectorate’s Guarding Gold – Auditor’s scheme encompassing the two previously mentioned certifications and all elements of BS 8484;

• Secured by Design – the Police Preferred Specification product design scheme awarded to Skyguard’s MySOS device, which guarantees national police approval of its use. Skyguard’s Incident Management Centre also became the first ARC in the UK to be awarded the accolade;

• BSIA Principal Member - Skyguard is a principal member of the British Security Industry Association (BSIA), the UK trade association for the professional security industry. Skyguard is also a member of the BSIA Lone Worker Section Committee which maintains standards within the industry;

• BSI Committee Member - As a representative of the BSIA, Skyguard is a national Committee Member of the British Standards Institution (BSI) contributing to the development and revision of the BS 8484 standard.

• Security Industry Association (SIA) Licensed – Skyguard Directors are registered license holders with the SIA - the organisation responsible for regulating the private security sector;

• Fast Track 100 - In December 2016, Skyguard’s parent company, Send For Help was announced as one of Britain’s fastest growing companies. The Fast Track 100 list, published in The Sunday Times, ranks Britain’s top 100 private companies with the fastest growing sales over their latest three years. The company ranks at no. 47 in the 2016 league table.

• IFSEC Awards Winner – Skyguard are proud to have won an award at IFSEC’s prestigious Security and Fire Excellence Awards. The award was in recognition of our work with Guy’s and St Thomas NHS Foundation Trust in the ‘Best Deployment of Lone Worker Technology’ category;

• WEEE Registered – Skyguard is registered with the Environment Agency and an authorised Waste Electrical Electronic Equipment (WEEE) Directive compliance scheme, for the safe disposal and recycling of our personal safety devices;

• NHS Information Governance Toolkit - Skyguard is registered and compliant to Commercial Third Party (Level 2), of the NHS Information Governance Toolkit;

• NHS Supply Chain - Skyguard has been chosen as an approved supplier on the NHS Supply Chain’s Framework Agreement, allowing Trusts and other Public Sector organisations to procure conveniently and cost effectively.

6

What is

BS 8484and Why is it Important?

BS 8484 is the British Standards Institute (BSI) code of practice for the Provision of Lone Worker Device Services, first published in September 2009 and substantially revised in 2016.

It was originally conceived in 2005 at the request of the Association of Chief Police Officers (ACPO), in order to set a standard for the Lone Worker protection industry, thereby reducing the level of false alarms which could drain police response resources.

The standard is made up of five main components which apply to service providers:

1. The company - its stability, insurance, premises, staff and financial backing

2. The devices and smartphone apps and their fitness for purpose3. Staff, Controller, client training and support4. The Alarm Receiving Centre and its capability to monitor lone

working alarms5. The response services

Skyguard is fully certified to BS 8484:2016

As the industry’s only wholly owned, end-to-end provider, this has enabled Skyguard to be fully certified to all five parts of BS 8484:2016, via a thorough and extensive annual audit conducted by the National Security Inspectorate (NSI). The standard is important as it adds legitimacy to a new industry in a new market sector, by ensuring only compliant companies can gain the standard, and therefore the highest level of Police response. We do this by using Unique Reference Numbers (URNs) for all the UK’s Police forces (where available) and local numbers for Irish constabularies, giving us direct access to Police control rooms and bypassing the 999 service.*

Skyguard continues to work with regulatory bodies and stakeholders in the Lone Worker industry to help shape future iterations of BS 8484 and other applicable standards.

Skyguard has DIRECT ACCESSto all police control rooms,guaranteeing a FASTER RESPONSE in the event of an emergency

* Verified alarms are communicated to response services in accordance with the National Police Chief Council’s Security Systems Policy.

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Isn’t it Better to Dial

999?It is an efficient service, but there are several reasons as to why Skyguard’s service is superior:

999 operators don’t know who is calling, where they are or why they have called.When answering an alarm, we immediately know who it is, where they are, and precisely what they want done in the event of an incident (because you have provided us with instructions to follow in an emergency). It’s like having your very own emergency service.

No need to explain your situation to the 999 operator first.We can call Police control rooms directly, where we avoid having to explain the situation to the 999 operator first and waiting for the call to be transferred to the local police operator.

Pressing an alarm button is quicker.Dialling 999 and speaking to an emergency service operator requires more time and effort than simply activating an alarm button on your phone or personal safety device.

Callers to 999 often cannot convey accurate information about their situation;either as a result of panic, fear, pain or distress. The Skyguard service ensures the emergency services have all the details about an incident and can also be made aware of special circumstances including existing medical conditions.

You cannot dial 999 in advance.Skyguard allows users to notify us in advance if they are entering a dangerous or threatening situation. This can be done in several different ways: - by leaving a Voice Memo (Amber Alert) message giving details of who you are meeting and where you are going… by raising an alarm and asking the Controller to stay on the line until you are safe, or summon help should an incident arise.

999 operators will only report details of an incident to the emergency services.With Skyguard, not only will our Controllers contact the emergency services, but they can also call colleagues and follow instructions according to the requirements you have given us. Details can be updated by the user in real-time 24/7, and changed as often as necessary.

With over 100,000 hoax calls to emergency services each year, hoax calls are a real problem for 999 operators.Skyguard helps take some of the pressure off the service; our experience from working with our police customers over many years has allowed us to develop our Controller training and procedures in order to minimise false alarms.

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An employee of a corporate customer raised an alarm as he was being threatened by a member of the public whilst doing his job as a car park attendant. One

Skyguard Controller listened whilst another followed the client’s escalation procedure: first call the Police and then call the employee’s manager.

The Police despatched a unit to the location we had provided them with, and the manager called his employee’s mobile phone. The car park attendant told his manager that he had moved to a different location because the aggressor told him he was going to return to kill him.

Skyguard Controllers monitored the situation the whole time and could therefore provide the Police with the employee’s updated location. Minutes later, Police arrived at the new location and instructed our Controllers to close the call as the employee was safe. Our Controllers relayed this information back to the manager, who could then make arrangement to bring his employee back to his office.

Trusted and Used by

OVER HALF OF THE UK’SPOLICE FORCESto Protect the Most Vulnerable in Society

Our service is proven in use on a daily basis.

Skyguard enjoys a close working relationship with our Police customers across the UK, allowing us to gain a deep understanding of how they operate. We’ve visited their control rooms and they’ve visited our Incident Management Centre in order to exchange knowledge and develop best practices. Drawing from this vast experience has led us to be recognised within the industry as the leading provider of personal safety alarms to UK Police forces.

That’s why our service is used and trusted by over half the UK’s Police forces to protect the most vulnerable in society. We have provided such a service to over 7,000 victims of domestic violence, kidnap targets and those in witness protection programmes.

“The ‘virtual sanctuary’ that the devices provide means that not only can at-risk persons remain living in their own homes, which is always preferable, but also offers them the same level of

protection whenever they leave the house. Furthermore, the information provided by the units and their support services helps us to respond to incidents rapidly and efficiently,

thereby ensuring that we meet our primary objective of providing the best possible service to all members of the public.”

Detective Inspector Tim Corner Wiltshire Police Public Protection Department

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SOLUTIONSfor Every Industry

Our personal safety service has the size, flexibility and scope to cover hundreds of different personalised solutions across a wide array of industries. Here’s an overview of the kind of services we can provide, and to whom.

NHS

Over 140 NHS Trusts now use Skyguard as an approved supplier, on a daily basis to protect their lone workers. With NHS budgets being squeezed, Trusts are under more pressure to save money and resources where possible, without compromising service or safety of staff.

POLICE

We provide Police forces with a rapid solution to protect the most vulnerable in society. Over half of the UK’s Police forces use and trust the service to care for domestic violence sufferers, kidnap targets, stalking victims and those on witness protection schemes.

COUNCILS

More thank 150 Local Authorities across the UK use Skyguard to protect their employees ranging from; Social Workers, Enforcement Officers, Committee Officers, Building Control Officers, Environmental Health Officers, Benefits teams and many more.

HOUSING

We understand that visiting customers in their own homes, often alone can lead to cases of threatening behaviour and violence. At Skyguard, we protect over 10,000 lone working Housing Association employees across the UK.

CORPORATE

It’s not just public sector lone workers that we protect 24/7. Skyguard provides Europe’s premier personal safety service to some of the World’s largest corporations, including Banks, Hauliers, Hotels, Estate Agents, Manufacturing and Utility companies to name but a few.

RETAIL

Retail is the largest private sector in the UK with nearly three million workers employed. In tough economic times, employers are under pressure to cut costs wherever. This means an increasing number of retail jobs require people to work alone, often feeling isolated and vulnerable. Skyguard’s service is deployed within some of the UK’s biggest High Street chains.

As the only service provider operating in every lone worker and at-risk market, Skyguard can provide or develop a solution that addresses your organisation’s particular needs.

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How the

SERVICE WORKS

You’ve been the victim of intimidation or attack, had an accident, or suffered a severe health problem. But help is there at the touch of a button.

So you activate your Skyguard personal safety device. Your alarm is sent (via mobile phone technology) to professional Controllers at Skyguard’s purpose-built Incident Management Centre, manned 24 hours a day, 365 days a year.

As soon as the alarm is raised, we’ll know who you are, your profession, any medical conditions and even what you look like (if you’ve supplied us with a photo). And because your device uses GPS satellite technology, we’ll know exactly where you are; your actual position will be cross checked against your home or work location. We will listen to what’s happening in

your vicinity, and if it’s safe to do so, talk to you to advise and reassure you. We will asses the situation quickly and follow your personalised emergency instructions. We can summon the emergency services, our own 1,000 vehicle strong National Response Service, or someone designated by the client (such as a Duty Manager), and guide them to you. We also digitally record the audio and actions we take which can provide vital evidence should the incident go to litigation.

Our Controllers understand that a rapid response to an emergency is absolutely critical – any delay could mean the difference between life and death. For this reason, every alarm call we receive is treated as life-threatening, and managed until the response service is there, or we are satisfied the threat has been neutralised.

One of Skyguard’s devices was being used by a UK Police force to protect a witness in a murder trial. The victim activated his Skyguard alarm when he was attacked by youths in a secluded street late at night. Our Controllers contacted the local Police control room immediately and passed on the victim’s identity, his exact location and the information they could hear from the audio link. Within just six minutes of the alarm activation, Police officers arrived and arrested the youths. The victim suffered only minor head injuries; it’s likely his injuries could have proved more severe - or even fatal - had the response not been so swift.

Skyguard Personal

Safety Deviceor smartphone app

Incident Management

CentreIdentify:Who you areWhere you areYour problemPersonalised contacts

SOSAlarm Activation

Includes Mandown

Two-way audio linkAudio recorded for evidential purposes

GPS Satellite & Mobile Phone

NetworkLocation of device

Voice Memo(Amber Alert)

Escalation

Customer Service Online Portal

Position ReportsOnline TrackingUpdate User Info

• Emergency Services• National Response Service• Your Contacts

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New & Im

proved

Now even smaller with

enhanced functionality

Each Service Package Includes...• Free personal safety device or mobile phone software application

• Free unlimited emergency calls to our Incident Management Centre

• Free unlimited voice memos, test calls and data (MySOS)

Industry Leading

PERSONAL SAFETY DEVICES

Key Features• One button alarm activation

• GPRS technology provides fast and effective alarm transmission, with SMS as a backup

• GPS technology enables our Controllers to see accurate user location during an alarm, with cell locating as a backup

• Device will vibrate discreetly to indicate when an SOS alarm is initiated and again to confirm when it has connected to the IMC

• 2-way audio allows us to communicate with the user

• Voice Memo (Amber Alert) function allows the user to leave a message, providing additional information in an emergency

• Up to two speed dial buttons which connect directly to contacts of your choice (e.g. a supervisor or carer)

• Optional automated and manual position reports allow the device to be tracked, if required

• On demand position request allows a nominated mobile phone to view the device’s location on a map in real-time, by simply sending a text message

• Includes a contract SIM card pre-configured to each device, (roaming SIM cards are also available for areas of low network coverage)

• Can be worn discreetly as a pendant, ID badge holder (see below), attached to a belt, or keyring

MandownSkyguard can also offer dedicated devices featuring “Mandown” technology, which will automatically raise an alarm in the event of sudden movement and impact, suitable for those users who work at height or have risk of falls.

Custom IntegrationAs Skyguard is the UK’s only end-to-end lone worker service provider, we have complete control over the supply chain. Therefore, we can connect any type of device into our platform and Incident Management Centre, including intrinsically safe, ATEX rated devices; IP rated ruggedised devices and Satellite phones.

Lone workers and vulnerable individuals are employed in a wide variety of professions, often facing very different types of risks during their daily routine. That’s why Skyguard has developed a range of ways to connect to our service, offering a choice of devices and mobile phone applications that provide individuals with an effective solution whatever their personal circumstances may be.

MySOS - Europe’s Smallest Personal Safety Device

Skyguard’s exclusive dedicated personal safety alarms are fitted with the latest mobile phone and GPS technologies, ensuring your call for help is just a button press away. The MySOS is fully certified through external audit to BS 8484:2016 (the standard for lone worker devices), and accredited to ‘Secured by Design’.

• Complete access to our secure Customer Service Centre Portal, to manage your user/device details, reporting and mapping tools

• Dedicated Account Management and Customer Support teams

Our contract terms are extremely flexible allowing you to choose the length of commitment which suits your organisation.

Voice Memo TimerSkyguard’s Voice Memo Timer is a voice-based service that allows the user to log their daily activities and set a timer alarm on Skyguard’s system, conveniently from their mobile phone. The user simply leaves a Voice Memo message (Amber Alert) with details of where they going and types on their handset the number of minutes they wish to set for the alarm timer. If the timer is not cancelled, it will automatically raise an alarm to Skyguard’s IMC. Here, our Controllers will listen to the message and follow the user’s personalised escalation procedures. The service also enables the user to instantly raise an SOS alarm to our IMC, anytime, at the press of a button. The Voice Memo Timer service will work on any mobile phone regardless of age, operating system or technology.

Skyguard SmartButtonTime is of the essence in an emergency and that’s why we’ve introduced Skyguard SmartButton – a BS 8484

certified personal emergency alert accessory for your Android or Windows Phone. The wearable button allows users to raise the alarm to Skyguard at just a simple press. Using Bluetooth Smart technology, the button

instantly activates the application and raises the alarm to our dedicated 24/7 Incident Management Centre.

With GPS positioning, two-way audio and personalised information immediately available to our expert Controllers, help is never far away.

As small as a 10 pence coin, it’s designed to be compact enough to wear around the neck, on a wristwatch or keychain. The SmartButton is

waterproof to a depth of one metre and doesn’t require charging.

SKYGUARD FOR SMARTPHONEQuick and Easy Software Download

For clients who require protection without wishing to carry a separate device, Skyguard offers a range of BS 8484 certified software applications which can be installed on a mobile phone or PDA. Our software can be downloaded ‘over the air’ in a quick and easy process, transforming your GPS enabled smartphone into a fully functional personal safety device.

The nominated alarm button overrides the handset’s keypad lock, allowing quick and easy access during an emergency. The software runs in the background, allowing the use of other functions on your handset at the same time. With two-way audio, GPS positioning, Voice Memo function, discreet alarm confirmation and of course, our 24 hour backup and assistance, Skyguard’s mobile software application is unrivalled. What’s more, no additional equipment or capital outlay is required, resulting in substantial cost savings.

Our software developers are continually adding to the range of supported handsets and operating systems as new models are released onto the market. We can even provide a solution for clients using handsets without GPS capability.

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Skyguard’s Incident Management Centre was the f rst in the UK to be awarded the prestigious ‘Secured by Design’ accreditation, guaranteeing national Police approval.

At the core of Skyguard’s service is our state-of-the-art, UK based, 24/7 Incident Management Centre (IMC). Here our highly-trained and experienced Controllers continually respond to alarms and manage life-threatening emergencies. They summon the emergency services and our own National Response Service on a daily basis on behalf of our customers. Yet in the last five years, none of these have proved to be false alarms due to their rigorous training and the procedures they follow.

Our Controllers undergo an intensive three week in-house training programme, followed by a series of strict graduation exams which they are required to pass; only then are they are allowed to manage live alarms on their own. All alarm calls are reviewed by our IMC Manager on a weekly basis for quality control purposes, which also highlights if any refresher training is needed. In addition, each Controller receives quarterly performance reviews, along with an annual review where refresher training is mandatory.

At any one time, there are at least two nominated Duty Managers available on-call 24/7, to deal with serious incident management, business continuity and disaster recovery situations. As all Skyguard personnel are based in one building, staff from other departments which are fully trained on IMC procedures can be deployed as an additional contingency, should the need ever arise for a major national emergency.

Sufficient Controller work stations are always online; at least half of them are fully manned at all times. A four hour UPS battery activates immediately should a power cut occur. This is backed-up by 80kVA auto-start diesel generator. All our IMC electrical wiring is duplicated and installed to the most

stringent standards. All our device alarm numbers can be switched quickly to a new database or location, too; and in-house technical backup and support is always on hand. We also monitor our systems 24/7 via server software, and onsite (and therefore able to resolve any technical issues immediately) Skyguard engineers perform hourly end-to-end system checks.

Since communication is vital to our service, we use an Avaya PBX telephone system, with evidence-quality voice recording of all calls, in and out. A dedicated, resilient telephony SIP Trunk connection handles all incoming alarms and outgoing calls to response services. This is backed up by multiple analogue phone lines, mobile phones and fax lines. Internet communications consist of a 100Mb broadband line with a 10Mb diversely routed backup via a separate telephone exchange and service provider.

We operate triple redundancy with an interim Disaster Recovery site within a 2 mile radius, and a full Disaster Recovery site located outside of the county boundaries (less than an hour’s drive away). This means that all of our servers and databases can be duplicated both on and off site to ensure full data and disaster recovery, and the continual running of our service in the event of component failure. Should any of our servers fail, our systems will switch to the duplicate server with zero downtime.

Skyguard’s

INCIDENT MANAGEMENT CENTRE

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Skyguard’s Incident Management Centre was the f rst in the UK to be awarded the prestigious ‘Secured by Design’ accreditation, guaranteeing national Police approval.

In order to keep your data and our staff safe, our IMC complies with British Standards BS 8484, BS 5979 (Category II) and Secured by Design and offers protection from:

Our IMC provides this level of protection via the construction of:

What’s important is not just the physical protection of our IMC, but the fact that every aspect of our service has been devised to specifically manage personal safety alarms, (not building alarms or CCTV monitoring normally associated with Alarm Receiving Centres). This dedication to a personal safety service means our Controllers can focus solely on the customer’s emergency without the distraction of other alarm types which would require different emergency procedures.

On behalf of our police customers alone, our IMC has protected an estimated 7,000 victims of domestic abuse, kidnapping and those on witness protection programmes. Many of these have led to arrests and successful prosecutions in court, facilitated by our audio recordings of incidents and the speed of police response that our service provided.

Our IMC became the first in the UK to be certified to the new Lone Worker Monitoring Service standard: BS 8484, which included the highest standard for

Alarm Receiving Centres: BS 5979 (Category II)

• Perimeter fence

• Access controlled gates

• Videophones

• 16 external & internal recording CCTV cameras

• Airlock door

• Ram-raid bollards

• Vibration sensors in all walls & ceilings

• Steel plate lined walls & ceilings

• Door alarms

• Attack alarms to our partner ARC

• Fire alarms & appliances

• Lightning conductors

• Smoke & carbon monoxide detectors

• Air handling unit

•Smoke

•Explosion

•Vandalism

•Fire

•Flooding

•Ram-raid

•Gasattack

•Lightningstrike

•Unauthorisedpublicaccess

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UPDATE YOUR DETAILS IN REAL TIME, 24/7via Skyguard’s Customer Service Centre Web Portal

Our clients also benefit from our custom-built web portal, the Customer Service Centre. This secure interface allows client administrators or end-users to create and update their account details in real-time, 24/7. As the portal is based ‘in the cloud’, it can be accessed conveniently from any internet connected computer or mobile device and does not require any specific software to use.

Clients can input their own emergency procedures, tailored to their organisation and department, or personalised to each employee. The system also allows organisations to create their own duress codes – a code word or phrase which a user can say to notify the Controller of a certain type of emergency, without alerting an aggressor.

Devices can even be assigned to a different user at the click of a mouse – ideal for clients who share a pool of devices for their shift workers. Any changes are updated immediately onto Skyguard’s system and made available to Controllers during an alarm. This zero latency ensures we always hold accurate user information, including allergy details and other medical conditions, which could prove vital to the response service. Our system also allows device settings to be configured remotely, such as optional tracking interval times and speed dial numbers.

The Customer Service Centre further empowers client administrators with access to a full suite of usage and management reports, which can be exported for further

analysis or even scheduled to automatically email nominated staff. For a visual representation of user activity, satellite and street maps can be generated showing the locations, dates and times of alarms, position reports, and battery low warnings. All the reports and maps can be fully customisable by date range, department, user, and alarm type. All functions of the portal have been designed to be highly intuitive and user-friendly, backed up with a support section containing video tutorials, searchable FAQs and help documents.

Skyguard understand the sensitive nature of client data; for this reason we’ve developed the system to allow clients to set hierarchical access rights for administrators, departmental heads and users, to suit their requirements. For the same reason, our clients’ data can only be viewed by our Controllers during an alarm activation.

Our systems are fully compliant to ISO 27001 standards and the Data Protection Act.

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Screenshots

Skyguard’s service is now exclusively available in 36 countries across Europe and South Africa – providing first class emergency assistance for lone workers and executives travelling abroad.

Localised Emergency Response – the first and only service of its kind in the world to provide localised police, paramedic and fire response in 36 countries across Europe, the Russian Federation and South Africa. Ideal for the travelling professional, the service provides 24 hour international protection via our global network of partner Alarm Receiving Centres.

Cross-Border Coverage – during an emergency we’ll continually monitor and assist you across borders (where the service is covered), ensuring effective protection on the move. We will communicate with emergency services of the relevant national jurisdictions, to summon help wherever it is required at the time.

Tailor Your Existing Service – we can tailor your existing Skyguard service to incorporate our international cover, at any time and with little or no disruption to your employees.

Three Ways to Connect – the service is currently available via our MySOS and MySOS Mandown personal safety devices, or as a smartphone software download. No special or additional equipment is required.

Skyguard International provides localised emergency response in the following countries:

As part of our vision to be the global leader in personal safety services, Skyguard is committed to increase the number of countries our service operates in – please refer to our website for an up-to-date list or speak to your Skyguard representative.

INTERNATIONAL RESCUESkyguard’s Service is Exclusively Available in 36 Countries Across Europe and South Africa

• Andorra

• Austria

• Belgium

• Bulgaria

• Croatia

• Czech Rep.

• Denmark

• Estonia

• Finland

• France

• Germany

• Greece

• Hungary

• Ireland

• Italy

• Latvia

• Liechtenstein

• Lithuania

• Luxembourg

• Monaco

• Netherlands

• Norway

• Poland

• Portugal

• Romania

• Russia

• Serbia

• Slovakia

• Slovenia

• South Africa

• Spain

• Sweden

• Switzerland

• Turkey

• Ukraine

• UK

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UK Based

AFTERCARE & SUPPORTAs a complete end-to-end lone worker service provider, Skyguard provides ongoing support and after-care through our UK based, in-house, Account Management and Customer Support teams.

Each Skyguard client benefits from their own dedicated Account Management team, comprising of a local, field-based Area Sales Manager, and an office-based Account Manager; both supported by our Sales Director. Your Account Management team are available to assist with any sales or billing queries, and will arrange regular client review meetings and conference calls. We can also arrange a wide range of tailored training sessions for client administrators, end users and trainers, as required.

For any technical or operational issues, clients have full access to our dedicated Customer Support Team as the primary point of contact during office hours; backed up by escalation to our Technical and Product Teams for second line support. Our Support teams are contactable via a variety of different methods to suit the client; telephone, email, fax or within our online client portal.

Skyguard’s bespoke web portal, the Customer Service Centre, empowers client by allowing them to administer their devices, user profiles and management reports themselves, in real-time. Customer Support are on-hand to assist with setting up clients’ online accounts and can give advice on best practice guidelines.

”The staff at Skyguard are always very responsive, knowledgeable and friendly.

Trust is paramount to provide this type of service and I have been most impressed by

the level of support we get.”

Kirsty Parkinson, Quality and Compliance Manager for Smiths Gore

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The Skyguard range of personal safety devices, mobile applications and accompanying services have been proven in use on a daily basis, to provide highly-effective protection for lone workers and other vulnerable individuals.

However, a personal safety solution is only as effective as the knowledge of person using it, and the dependability of the Health & Safety procedures an organisation has in place.

Skyguard takes a holistic approach to lone worker safety, by offering a range of training and consultancy services designed to complement and maximise the effectiveness of the Skyguard service.

As the UK’s only wholly owned end-to-end provider Skyguard employs our own in-house trainers with the relevant knowledge, skills and experience to deliver high quality training to clients’ end users, administrators and trainers. Our trainers will use a variet of methods to ensure

that end users are proficient and comfortable with using the service features.

Skyguard have found that the more interactive a training session is, the more productive it is, and therefore we encourage end users to participate in practice exercises during training.

Naturally, every Skyguard client receives introductory training and ongoing support in setting-up their Skyguard account and using the service. In addition to this, we can also offer bespoke training and consultancy solutions tailored to each organisation’s particular requirements.

We work with clients to assess their specific requirements in terms of both the product/service features and training, to create a personalised solution that works best. We take this approach not only during the initial stages, but on an ongoing basis throughout the lifetime of the contract.

TRAINING& Consultancy Solutions

• Risk Assessment / Audit• Project Management & Implementation• Lone Worker Awareness & Personal Safety Training• Health & Safety Legal Advice• Refresher Training

• Business Case Development for a Lone Worker Service• Train the Trainer• Policy & Procedures Review / Consultation• Advice on New Technology & Devices

Skyguard provides training, consultancy and advice on the following areas:

“The training and support that we received during the roll-out process was very professional.”

Mark Perkins, Health and Safety Manager, Circle Housing Property Services

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“All in all, it’s complete peace of mind that our Engineers have protection when out working.”Alan Cowlishaw, Compliance Engineer for TalkTalk

“It’s a real challenge when your Engineers are threatened whilst investigating tampered meters. Thankfully, the 24/7 service that Skyguard provides goes a long way in protecting our workers and ensuring they’re safe.”Douglas Watt, Spokesperson for British Gas

“We have a couple of pooled (shared) devices for late workers. Someone can come along to me and ask “have you got a spare device because I’m working late tonight?” It’s a good option to have. All I have to do is drag and drop the shared device onto the user in the CSC and they’re instantly covered – it’s that easy.”Barbara Tomlin,Facilities Manager, Gallions Housing Association

“We were impressed by the reliability of the device and the monitoring by Skyguard 24/7. The device is compact and easy for our drivers to use.” Jamie Walker,Contract Manager, Gregory Distribution

“To know where employees are at any one time in the event of an emergency is priceless.”Sandra Farrington,Facilities Manager, Harlow Council

“The MySOS is small, easy to use and has brilliant tracking of staff whereabouts - all of which is very important as it provides peace of mind knowing users have backup and support in case of an emergency. It’s also incredible value for money.”Mike Somers,Regeneration Officer, Brent Council

“The support is excellent. I recall an incident where a member of staff needed to call for help as a dispute between tenants was getting out of hand, so he activated his alarm and got through to Skyguard’s call centre who covertly assisted, dispatching the Police in the process.”Sarah Moulding,Havebury Housing PartnershipHealth, Safety and Facilities Team

“It’s all about peace of mind and that sense of security that we have gained from implementing the service. Skyguard provides great security at minimal cost.”Duncan Kitching, Head of Loss Prevention, Pets at Home

“Skyguard’s MySOS was the obvious choice as it incorporates the latest technology, whilst being easy to use and offers good value for money.”Jayne King, Head of Security, Portering and Reception Services, Guy’s and St. Thomas’ NHS Foundation Trust

“There are savings for the police as these devices often lead to rapid arrests, which have a sobering effect on many attackers and reduce the rate of repeat offending. Additionally, most at-risk individuals can be protected in their own community, thereby eliminating the cost of moving them to safe houses.” Anita Mckenzie,South Yorkshire Police Domestic Abuse Co-Ordinator

“The training and support that we received during the roll-out process was very professional, and any questions we had were answered promptly by the support team.”Mark Perkins, Health & Safety Manager,Circle Housing Property Services

What Our

CUSTOMERSSay About Skyguard

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To find out more, tell us your requirements or to request a live demonstration of our service,

email sales@skyguard.co.ukgive us a call on 0845 0360 999

or visit us at www.skyguard.co.uk

Europe’s PremierPersonal Safety Service

Skyguard House457 Kingston RoadEpsomSurrey KT19 0DB

tel 0845 0360 999fax 0208 7863 334

sales@skyguard.co.ukwww.skyguard.co.uk

Registered in England No.4107459

Skyguard Limited is part of the Send for Help Group.

© Skyguard Ltd. 2017. E & OE