scc dragonforce · dragonforce by scc you police. we make it work. 3 2 service definition 2.1...

SCC DragonForce

IT Supporting the Front Line

DragonForce by SCC

You Police. We Make IT work.

1

Contents

Page:

1 Introduction .................................................................................................2

2 Service Definition .......................................................................................3

2.1 Functionality & Features .............................................................................................. 3

2.2 Device Requirements: ................................................................................................. 4

2.3 Backup, Restore and Disaster Recovery .................................................................... 4

2.4 Access Methods .......................................................................................................... 4

3 Service Levels .............................................................................................4

3.1 Severity Levels ............................................................................................................ 5

3.2 Service Level Targets .................................................................................................. 5

3.3 Service Credits ............................................................................................................ 6

3.4 Escalation Process ...................................................................................................... 6

4 Pricing ..........................................................................................................7

5 Information Assurance ...............................................................................7

6 Additional Information ................................................................................8

6.1 Service On-Boarding ................................................................................................... 8

6.2 Service Constraints ..................................................................................................... 8

6.3 Termination .................................................................................................................. 9

6.4 Ordering and Invoicing Process .................................................................................. 9

6.5 Customer Responsibilities ........................................................................................... 9

6.6 Training ...................................................................................................................... 10

6.7 Trial Account .............................................................................................................. 10

DragonForce by SCC


2

1 Introduction

The SCC DragonForce Communication and Collaboration platform provides a common operating

picture to teams of mobile and office based users via smartphones, tablets and Web browsers.

This empowers teammates to share information in real time including instant messaging, location,

photo and document sharing, collaborative whiteboards, and more.

Built for mobile team operations, the SCC DragonForce service provides a common operating picture

allowing teams to plan, communicate and act more quickly, safely and effectively. The tool enables

interoperability and collaboration across multi-agencies for effective, coordinated responses.

The application creates enhanced situational awareness through real-time personnel tracking, shared

maps, floor plans and images for improved tactical and emergency response in the command centre

and the field. This collaborative mapping and whiteboard application means all responders have

access to a single operating picture with real-time intelligence to accomplish their mission.

Wherever your personnel are, whatever they do, the SCC DragonForce Communication and

Collaboration service lets them connect and share information with this simple, secure and affordable

collaboration service using the devices they already use today and the networks they already

subscribe to (3G and 4G).

Highlights

Easily installed and operated on the devices already deployed and used in most Customer organisations (accessible from either Google play or Apple app store)

Users are empowered to communicate, share and collaborate as a team to complete tasks quickly, safely and effectively

A common operating picture can be maintained in real time across command and control and all mobile teams involved in an operation

Through the improved collaboration and team situational awareness, the speed to respond to incidents whilst maintaining team safety is improved

All transactions are logged by user, time and location to support post operation debriefing and analysis for lessons learned

DragonForce by SCC


3

2 Service Definition

2.1 Functionality & Features

Monitor team status and availability of members

Track users in real time on maps and floor plans using GPS or dead reckoning

Co-ordinate tactics through annotation of files and images on shared white boards

Capture and distribute images and video clips

Share documents and files

Send text messages securely to individuals and groups

Collect critical information in shared user-customisable reports

All data is encrypted (256-bit AES) and logged for reporting Files can be managed to control which members of the team can/can’t access them

Operating Views from within the application providing the following:

Status of groups (My Workspace)

Messaging console and Group status (red/yellow/green)

Group member status, aliases and names

Files available to the group for access

A map showing annotations (made interactively in real time from any device) regarding the operation tactics

Floor plans showing annotations (made interactively in real time from any device) regarding the operation tactics

Works across multiple devices inclusive of smart phones, tablets and PC’s

Android

Apple iOS

Secure Hosted Infrastructure on Government accredited platform

Secure and redundant infrastructure

Secure Network connections

Backups Included

Service Management

Mon – Friday Service Desk1

Dedicated Service management

Monthly Service Reports against SLA’s

Other Services2

Professional Services

Consultative services for technical and service assessment

Design Consultancy

1 Optional Enhances Service Desk available upon request

2 Additional Service Fees

DragonForce by SCC


4

2.2 Device Requirements:

Mobile applications available for the following devices:

Android

iOS

Windows Mobile devices

The SCC DragonForce Communication and Collaboration service also operates on any mobile or

desktop device running one of the following Web browsers:

Chrome

Firefox

Safari

Internet Explorer 9

2.3 Backup, Restore and Disaster Recovery

Backups of the platform are taken daily and stored on a rolling basis for 14 days; these backups are

for service restoration in the event of a service outage only.

In the event of a catastrophic failure of the cloud platform, SCC reserves the right to move the

DragonForce Communication and Collaboration application and data to an alternative location for the

purpose of disaster recovery.

2.4 Access Methods

Connection to the management console can be offered by any of the below methods:

Directly over the PSN

Directly over CJX/PNN

Mobile access through 3G/4G and Wi-Fi mobile networks

3 Service Levels

The Services will be provided by SCC in accordance with the following service levels;

Infrastructure Service Availability 99.9%

Hours of Support Mon - Fri

Support Response 1 Business Day

Incident and Problem Management Levels 1 – 4

The Incident Resolution Timescale shall be measured from the point where SCC accepts the Incident

or Service Request from the Customer service desk, to the point where either;

DragonForce by SCC


5

The User has accepted that it has been resolved or completed in accordance with the relevant criteria specified in this Agreement

The Incident has been forwarded to a 3rd party or Resolver Group for resolution

In the event the User is not available to confirm acceptance at the point of resolution of the Incident or

completion of the Service Request then SCC shall be authorised to confirm acceptance on behalf of

the Customer and close the Incident or Service Request with the Customer service desk.

For avoidance of doubt, it is not possible to provide a definitive Incident Resolution Timescale or SLA

Target, therefore Incident Resolution will be provided on a reasonable endeavours basis only.

3.1 Severity Levels

SCC shall determine the severity of an Incident in accordance with the following:

Severity Level Description

Severity 1 (Critical) The Service failure creates a serious business and financial

exposure, causing a high number of Users to be unable to work

or perform an essential portion of their job, and there is no

acceptable workaround to the problem (i.e.: the job cannot be

performed in any other way).

Severity 2 (High) The Service failure creates a significant business and financial

exposure, causing a high (fixed) number of Users to be unable

to work or perform some significant portion of their job, but there

is an acceptable workaround to the problem in the short term

(i.e.: the job can be performed in some other way).

Severity 3 (Medium) The Service failure creates a low business and financial

exposure to an isolated number of Users causing them to be

unable to perform a portion of their job, but they are still able to

complete most other tasks, or;

General Service related questions and requests for information.

Severity 4 (Low) The Service failure creates a minimal business and financial

exposure causing one or two User to be unable to perform a

minor portion of their job, but they are still able to complete most

other tasks.

3.2 Service Level Targets

Actual SLA achievement for each of the Service Levels detailed in Clause 1 of this Schedule 2 shall

be calculated in accordance with the following formula:

( Total Incidents - Total Incidents outside SLA Target ) = Actual SLA Performance %

Total Incidents

SCC will measure actual SLA performance against the SLA Targets on a monthly basis. Where an

Incident has been logged against a Service Component or Service that also impacts other Service

Components or Services, downtime will only be calculated against the core Service Component or

Service.

DragonForce by SCC


6

3.3 Service Credits

3.3.1 Subject to Clause 3.3.2 below, in the event that SCC fails to meet the SLA Target for

the applicable Service Level”, then the Service Credit mechanism in Clause 3.2 shall

apply;

3.3.2 SCC shall provide a rebate of 1% of the Monthly Charge for this Service, which is

applicable over the Report Period for every 1% below the SLA Target to a maximum

of 10 % rebate. The applicable Service Credit shall be deducted off the next invoice

due to The Customer.

3.3.3 Payment by SCC of Service Credits to the Customer shall be in full and final

settlement of SCCs liability to The Customer for failure to meet the Service Levels

during the Report Period.

3.3.4 Service Credits will not be applied where it is determined that SCC is not responsible

for the cause of the breach in Availability performance.

3.4 Escalation Process

The escalation activities and response timescales shall be as detailed in the table below. For

avoidance of doubt the response timescales below are indicative only and do not supersede or

replace the applicable Service Levels or SLA Targets specified in Clause 3 above.

Severity

Level

Response Activity Escalation to Next Level

Timescales

Level 1 The SCC Service Desk or NOC operations

representative will acknowledge the Incident and

advise on tests and actions required in order to

resolve the Incident, consulting as necessary with

other SCC representatives and/or 3rd parties.

Should the SCC representative be unable to

resolve the problem or provide an action plan

suitable to the Customer, the Incident will be

escalated to the respective team leader of either the

NOC operations or Service Desk team.

Severity Level 1: 30 Minutes

Severity Level 2: 3 Working

Hours


Hours

Severity Level 4: N/A

Level 2 The respective team leader will determine a

suitable action plan and agree it with the Customer.

The Service Delivery Manager will be notified. Third

party manufacturers and/or suppliers may be

contacted for additional technical support.


Hour


Hours


Hours


Level 3 If unresolved following Stage 2, the Incident will be

escalated to the Service Delivery Manager who will

involve all necessary resources, both internally and

externally, to attempt to provide an acceptable

resolution for the Customer. The SCC DCS’

Network Operations Manager will also be informed.


Hours


Hours


Hours


DragonForce by SCC


7

Level 4 If unresolved following Stage 3, then SCC DCS’

Network Operations Manager will take responsibility

for the Incident and involve all necessary senior and

management resources, both internally and

externally, to ensure an acceptable resolution for

the Customer. SCC DCS’ Professional Services

Director will be apprised of the situation.

N/A

4 Pricing

The following table provides the pricing for the SCC DragonForce Communication and Collaboration

Service (per month) based on an assumed 1000 user service:

5 Information Assurance

Sentinel has achieved both Pan Government Accreditation (PGA) and PSN Accreditation for systems

at OFFICIAL. The service has also been implemented with the following security features:

Suitable for OFFICIAL assets under the GSC (Government Security Classifications Policy)

SCC also holds ISO9000, ISO14001, ISO20000 and ISO27001 certifications which underpin our business operations and Cloud Platform

All datacentres are highly resilient Tier3+, and UK based

SCC is a registered sponsor with the Defence Business Services National Security Vetting (DBS NSV) which enables us to sponsor and administer the applications of Security Check (SC) and also Developed Vetting (DV) with the appropriate sponsorship from a customer

As a minimum, all staff are cleared to Baseline Personnel Security Standard (BPSS)

In excess of 800 staff are Security Cleared and based in the UK

Protective Monitoring (aligned with GPG13 - DETER) across all Sentinel platforms at the hypervisor layer and below

Service Price

SCC Dragon Force User License From £8.50 - £20 per user per month

SCC Storage Costs From £1 / GB / Month

Service Setup and Integration £17,992

Training POA

DragonForce by SCC


8

6 Additional Information

6.1 Service On-Boarding

When Customers sign up to the service SCC will provide a welcome pack that includes all the

necessary details on how to gain access to the service and instructions on how to download, install

and setup the applications for the mobile devices and desktops.

6.2 Service Constraints

The service shall be allocated a maintenance window between the hours of 23:00 and 06:00 and/or

between the hours of 08:00 and 12:00 (UK local time) on a Saturday and/or Sunday.

The service shall be Change Managed in accordance with SCC change schedules, change boards

will sit weekly and changes shall be carried out during the subsequent change window.

Configuration changes that cause a reboot/downtime but are deemed urgent shall not impact

Availability metrics and SLAs and the associated charging mechanism.

SCC will not provide any application or middleware level support as part of the service offerings

described within this agreement.

Exclusions

SCC will provide service and support for all aspects of the service as defined within scope of the

service. The Service Levels Agreements (SLA’s) will measure SCC’s success in the delivery of those

services.

Where external factors influence SCC’s ability to deliver against the contractual defined Service then

SCC will not be liable for failure to meet the associated SLA’s. These include but are not limited to the

following circumstances:

3rd Parties, not engaged by SCC, fail to deliver services in accordance with their contractual

commitments

3rd Parties use the Sentinel environment outside recommended best practice

Where customer requested configuration changes cause application downtime

Application Configuration causes service instability

Any materials and labour provided in these circumstances will be subject to agreement of the parties

in writing and;

Provided on a reasonable endeavours basis (i.e. outside of the Service Levels) unless agreed

otherwise by SCC in writing, and

Charged as additional Ad-hoc Charges

DragonForce by SCC


9

6.3 Termination

6.3.1 By Consumers (i.e. consumption)

A G-Cloud service shall commence on the Effective Date and shall, unless specified otherwise in the

Order Form, continue for the Initial Term and shall remain in force thereafter unless and until

terminated by either Party giving to the other not less than 30 days’ written notice, but shall be subject

to earlier termination as referenced within the Termination/Consequence of Termination section of the

standard SCC G-Cloud terms and conditions.

6.3.2 By the Supplier (removal of the G-Cloud Service)

A G-Cloud service shall commence on the Effective Date and shall, unless specified otherwise in the

Order Form, continue for the Initial Term and shall remain in force thereafter unless and until

terminated by either Party giving to the other not less than 30 days’ written notice, but shall be subject

to earlier termination as referenced within the Termination/Consequence of Termination section of the

standard SCC G-Cloud terms and conditions.

6.4 Ordering and Invoicing Process

SCC will provide ordering of G-Cloud services via an Account or Customer Service Manager.

A list of G-Cloud services can be compiled with quotations for those specific services. Once The

Customer is satisfied that the requirement is met, it can then be converted into an order.

Once the services are enabled and confirmation of the ordered G-Cloud services is delivered to The

Customer a monthly invoice in arrears will be generated against the order.

Should The Customers usage of the Service increase beyond the contracted volumes during any

period then this will be retrospectively invoiced, at the next month end, as additional services.

6.5 Customer Responsibilities

The customer responsibilities will be as follows:

To request all system restores via the service change process or via the service desk

To provide a Data Governance policy for the backup, restore and data retention of the

Customer data incorporating policies for possible media handling, where required

Procurement, maintenance and management of any Customer data communications lines not

identified in the Technical Specification. This shall need to be properly defined and provided

according to the appropriate code of connection

Provision, maintenance and management, as the case may be, of any Customers software,

operating systems, applications and data

Administration, management and control of Users access to the data stored on the SCC

DragonForce Service, Sentinel Infrastructure

Should SCC determine that the Customers usage of SCC DragonForce Service is not

compliant with best practice guidelines, the Customer must comply with SCC's reasonable

requests for change

DragonForce by SCC


10

6.6 Training

Training packs will be provided when a customer signs up to the service, this will come along with the

welcome pack, with optional additional training and workshops that can be provided on a per request

basis and may incur additional charges.

6.7 Trial Account

SCC can provide a customer with access to a Free Trial period of 1 calendar month with the following

limits:

Up to 10 Users

A total of 5GB of data storage shared between all 10 users

DragonForce by SCC


11

For more information contact

Charlene-Elise Anderson

[email protected]

0121 766 7000

mailto:[email protected]

scc dragonforce · dragonforce by scc you police. we make it work. 3 2 service definition 2.1...

Documents