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
You Police. We Make IT work.
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
You Police. We Make IT work.
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
You Police. We Make IT work.
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
You Police. We Make IT work.
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
You Police. We Make IT work.
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
Severity Level 3: 6 Working
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.
Severity Level 1: 1 Working
Hour
Severity Level 2: 4 Working
Hours
Severity Level 3: 8 Working
Hours
Severity Level 4: N/A
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.
Severity Level 1: 2 Working
Hours
Severity Level 2: 5 Working
Hours
Severity Level 3: 9 Working
Hours
Severity Level 4: N/A
DragonForce by SCC
You Police. We Make IT work.
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
You Police. We Make IT work.
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
You Police. We Make IT work.
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
You Police. We Make IT work.
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
You Police. We Make IT work.
11
For more information contact
Charlene-Elise Anderson
0121 766 7000