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Help Centre & FAQs

Under the Hood

Where can I use Crises Control?


Anywhere in the world, as long as you have 3G or telephone reception you can create incidents, send alerts and keep track of the progress of your incident.
There are lots of predefined incidents for you to choose from that can disrupt your businesses. These can be altered to suit your specific needs and of course you can create bespoke incidents. If you already have BCM procedures, you can use Crises Control to provide a communication layer above your BCM strategy, which not only can alert the stakeholders as soon as a crisis occurs, but also provides the relevant incident management assets to them on their mobile phone or computer.
It can be also used for day-to-day low severity incidents that can cause business disruption, but are not part of your BCM plan. For example: Cyber Attack, IT System Failure, or Power Outage can all be created as an incident and have its own stakeholder group with an action plan.

Can I run multiple crises at a time?

Yes you can. We understand that crises don't just happen one at a time. Crises commonly have knock on effects and trigger multiple simultaneous incidents.

How easy is it to set up a user account with Crises-Control?


Two simple steps will get you up and running. The first step is to register for an account and pay the subscription fee. The second is to login and setup your account with your company details. You can then download the appropriate app for your mobile device.

Can a company setup multiple locations?


Yes you can set up as many locations that you need for your organisation.

Can a company set up departments?


Setting up and replicating your organisational structure is straightforward and easy to do. You can create as many departments as you need for your organisation.

Can I set up stakeholder groups?


You can set up as many stakeholder groups as you need for your company, whether they're internal or external. These could be response or operational teams, or even groups of customers or suppliers.

What is the process for launching crisis incidents?


Crises Control allows you to configure your incidents for either single key or double key authorisation. With a single key setup a user with Key Holder rights can launch the incident. With a two key setup, after the first Key Holder has initiated the incident, a second Key Holder is required to launch the incident.

Is it straightforward to create my own Bespoke crisis incident?


Users can create their own unique incidents or even modify incidents from the Incident Library.

Can I set up stakeholder groups?

You can set up as many stakeholder groups as you need for your company, whether they're internal or external. These could be response or operational teams, or even groups of customers or suppliers.

will I get instructions and help into creating my own Bespoke crises incident?


We have made the process of creating and editing an Incident really simple. There is also a tutorial video inside the platform on how to setup an Incident.

How quickly are incident alerts and actions delivered to users?


Once you've chosen which methods you would like the alert to be sent as (i.e. push, text, call or email) it will take a matter of seconds for the incident alert to be delivered to the recipient. The action plans and media assets will be attached to the alert.

How are users associated to a particular company account?


Each user is associated with a company by their email address and password. All messages from Crises Control to the user's phone are secure and destined only to that device using push technology.
Push technology is an internet communication system in which the transaction request is generated by the central web server or publisher. Push technology gets its name from its ability to push information to a user's mobile device or desktop instead of waiting for user to make a request.

Where is Crises Control managed?


Crises Control provides disaster recovery services that are cloud based, hosted at our T1 high availability data centers in the UK. The management of your incidents is done through the Crises Control website portal and your mobile phone app.

What are media assets?


Media assets are Videos, Sound files, Links to confidential corpora data, operating procedures, diagrams etc. They are much easier to consume then reading documents in a crisis situation.

What are the possible crises-incidents that I can use or modify?


We have a lot of Incidents that you can choose from. For them to be specific to your needs you will need to add your Standard Operating Procedure (SOP) to the incident. SOP's are easy to create, however we can help you if required. SOP's are not mandatory and in some cases they are not required. We encourage our users to take full advantage of the media asset options, as media files are much easier to consume and they offer a much richer informational experience.

What incidents are in the Incident Library?


We have researched carefully the type of business disruption incidents that require someone or a team of people to respond and resolve the issue.
Our research came up with over 200 different incident types. These vary from high severity types like fire, flood or IT system failure to more widely occurring incidents that can cause disruption and risk to the business i.e. accident or injury at work.
Our Incident Library provides a comprehensive list of incidents that you can deploy straight away. The incidents can be personalised with the option of easy to consume media assets associated to the task, for example short 'how to' videos. These media assets make it easy for people to absorb information quickly in a crisis situation.
A rich set of pre-configured incidents, and the ability to instantly communicate with the right people are core capabilities that underpin the credibility of the crisis response component of your risk management strategy.

What level of support will I receive?


We offer you full 24/7 technical support to assist you when you need it. We recognise the importance of a rapid response to and resolution of any issues that you encounter. Our team will aim to resolve your issue immediately over the phone.
Standard Support is provided by e-mail for day-to-day questions and issues for Business solution customers. We will aim to respond to your query within 2 hours and resolve it within 8 hours. Exceptionally, where you need urgent assistance for an emergency notification and you are experiencing difficulties, all users can call our Emergency Live Operator phone line and a representative will assist you in sending a broadcast notification.
Premium Support is provided by e-mail or by telephone for day-to-day questions and issues for Enterprise solution customers. We will aim to respond to your query within 2 hours and resolve it within 4 hours. In addition to the support options noted above, we also offer a Concierge Service. This includes proactive assistance in helping you to get the most out of your Crises Control service.

Mobile Apps

Do I need to register on the website before I can use the app on my device?


Yes. We have tried to make the process of registration as simple as possible. The process is quick and easy. You will receive a verification email invitation. Once this is completed your will then be invited by email to download the app to your mobile phone and start using it.

What kind of mobile devices does Crises Control support?


Crises Control supports iPhone, Android, Windows Mobile, Blackberry, phones, tablets and PCs. It also supports all the mainstream browsers (i.e. Internet Explorer, Safari, Google Chrome, Firefox etc.).

Does the Crises Control app work everywhere in the world?


Yes the service is truly global. You will require a clear phone signal at 3G or above at a minimum to receive phone calls and SMS texts. If you a wired or wireless internet connection, then you will be able to receive emails and Push alerts, free from us.

How do I download the Crises Control app?


This is very easy and depends on your mobile device operating system. In most cases when your user account is created, you will receive an email notification containing the links to download the app. However the alternative is to
• If you have an Apple iPhone or an iPad, then you will need to go to the Apple App Store (search for Crises Control)
• If you have an Android phone or tablet, then you will need to go to the Google Play Store (search for Crises Control)
• If you have a Windows phone or tablet, then you will need to go to Windows-8 apps Store ( search for Crises Control)

Notifications and Alerts

Can I receive a phone call in the event of an incident?


Yes you can be set up to receive phone calls. This is done by the administrator. The charges for calls and SMS text can be viewed on this link.

Can I receive an email and text in the event of an incident alert?


Yes you can be set up to receive emails and SMS text messages. This is done by the administrator, but don't forget that each SMS text will cost a few pennies. Emails and PUSH alerts are free. The charges for calls and SMS text can be viewed on this link.

Will the push notification sound still play when a phone is on silent?


Yes it can. The push notice sound will still play if the user has enabled a setting on their Crises Control app to stop the 'Override Silent Button'. This function will play only the Alert sounds from the CC app and no other app on your phone.

Will there be a push notification to show all the users that the crisis that occurred has been resolved?


Crises Control will alert the relevant stakeholders when an Incident is closed. This alert, like all other alerts, will require the user to acknowledge it.

Can I use older mobile phones that do not have push technology?


Yes you can. Crises Control can work with the most basic phone. As long as the phone can make and receive phone calls it can be used.
Of course there may be some things that may not be possible, for example if your mobile cannot receive emails this option will not be available.

Can I receive an email and text in the event of an incident alert?


Yes. You decide which options are right for you. You can receive an email, SMS text, phone call and a PUSH notice, in any combination or all of them. In some cases, with the older generation of mobile devices, they may not have PUSH notice capability, therefore a phone call to you when an incident has been launched would be the best option.

What is the average time between the Incident launch and the user receieving the call, SMS or alert?


This takes only a few seconds. Within 10 seconds the user will have received their alert notice, in some case the phone call can take a little longer based on the volume of calls.

Can I set up a conference call on demand when an incident is active?


Yes! As a member of the crisis response team, you can easily organise a virtual meeting using our conference call facility via the CC Mobile App, by selecting the participants you wish to contact. You can now even record these calls and get an auditable trace of your phone conference!

Is it easy to track people and their reponse time?


Yes you can instantly view the response times for people that have acknowledged receipt of an alert and also their location where a GPS signal is enabled. You can also see who has not responded to your alert.

Demo Trial, Billing and Upgrades

How does the Business solution free trial account work?


Try a trial demo for 30 days. Provide us with your credit card payment details and you will be able to instantly use the Crises Control Business solution for your organisation. If you enjoy your Crises Control trial, do nothing at the end of your trial and your monthly Business subscription will begin 30 days after you opened the account. Membership will automatically continue for as long as you choose to remain a member.

How does the proof of concept trial work?


For our Enterprise solution, the POC is the best way to demonstrate whether Crises Control is the right solution for your organisation. We will support you during this month long paid trial, helping you to get setup, populating your account and testing the message and incidents functions. At the end of the trial, you will know if Crises Control is the right option for your company, and can start your annual Enterprise membership.

How does the Crises Control billing work?


If you sign up for Crises Control, you will be billed annually in advance for the Enterprise solution subscription fee and monthly in advance for the Business solution. For both solutions you will be billed in advance, for a sum agreed with you, on a pre-pay basis for telephone and SMS charges. Click here to see the Telephone call and SMS tariff.

When will you charge my credit card?


Your credit card wil be charged in advance monthly or annually for your licence fee, according to whether you are on our Business or Enterprise solution. You will pre-pay for phone and SMS calls at a sum agreed with us. You will also agree a minimum account balance, at which point your credit card will be charged to top up your account. if you have signed up for the free 30 day trial, you will not be charged until the end of that 30 days, if you have not canc elled your account.

How do I cancel my account?


To cancel your Crises Control membership you must be the Crises Control system Administrator for your organisation. This is done via the cancel membership option, on your Company setup screen. You must give 30 days' notice of membership cancellation, unless you are on a free trial and you cancel before the end of the 30 day period.
You can continue to use Crises Control until your account automatically closes at the end of your current billing period. To see when your account will close, click View billing details from Your Account.

What are the charges for Phone calls and SMS text?


Push notice and Emails are free, but there is a charge for telephone calls and SMS messages sent via the Crises Control application. The charges for calls and SMS text can be viewed on this link The way it works is as follows. You pay for what you have used. You buy credit for the calls and SMS text message services in advance. You can pay for this by credit card. Once you have used your credit, you top up again. We maintain a current statement for your account so that at any point you know how much you have used and what it cost. A monthly detailed account statement will be available on the web portal on the 1st day of the month.

When using the SMS and Call notification features, these are charged per unit according to the price package agreed with the customer. Price packages do offer the benefit of discounts for bulk purchases. Unit price varies according to the length and geographical location. One unit is equivalent to an SMS message containing less than 160 characters, or a local phone call of under 1-minute duration. Conference call rates vary according to the destination, the duration of the call and the number of participants on the call.


Are the calls or SMS charged by the users network?


Your network service provider may charge you for receiving calls or SMS, you will need to check this with your provider in the terms of your contract. A small fee may be applied by your telecom provider when acknowledging via SMS. Check with your service provider to avoid any surprise. You will also need to check with your service provider, what charges are applied for receiving SMS and phone calls when you are abroad.

How do I increase my number of users?


You can easily increase the number of Users to suit your needs. This is done on your Crises Control account from SETTINGS > SETUP USERS and ADD USER, ensuring that you set their USER ROLE to "Staff".

How do I increase my number of key holders?


You can easily increase the number of Key Holders to suit your needs at any time. This is done from SETTINGS > SETUP USERS and EDIT the exiting USER ROLE to"Key Holder".
Or you can add a NEW user from SETTINGS > SETUP USERS and ADD USER ensuring that you set their USER ROLE to "Key Holder".

How do I add the Task Manager Module?


The Task Manager Module includes new functiionality that makes allocating, tracking and managing tasks easier then ever before. This unique module can simplify the process of risk management, compliance monitoring and root cause analysis. Learn more about Task Manager.
- Creation of task lists in advance or during a real time incident
- Allocation of each task to a task owner or group, plus an alternative owner
- Setting of timeline KPIs for when tasks must be accepted and also completed
- Escalation process if first task owner does not accept within KPI
- Delegation option for first task owner
- Workflow option to set predecessors before a task can be completed
- Tracking of task completions
- Post-incident audit trail with complete timelines
Please contact our sales team to obtain a quote for this Module to be added to your system.

Will I have to start all over again if I restart my Crises Control account?


We'll keep your organisation's account for one year after your account closes, so if you decide to come back during that time, you can pick up right where you left off. Your data will also be saved for one year after your account closes as well.

Can I re-join Crises Control if I cancel my membership?


Definitely! We'd love to have you back, so whenever you're ready, just restart your Crises Control from your Account page.

Supporting ISO 22301

Can it support my ISO 22301 Business Continuity Management system requirement standards?

Yes Crises Control supports ISO 22301 Business Continuity Management System (BCMS).

This emphasizes the importance of establishing business continuity management policy and objectives. Implementing and operating controls and measures for managing disruptive incidents, monitoring and reviewing the performance. Continual improvement based on objective measurement.

Crises Control provides the missing link: the communication and control layer which makes managing business disruption easier than ever before.

If you are operating or aiming to be ISO 22301 compliant Crises Control is the right solution for you.

Who would use Crises Control in my organisation?

The most obvious people are the people that own the Business Continuity Management (BCM) procedures and the people that are associated with an Incident resolution. This would include the response team and anyone in or outside your organisation such as PR, insurance brokers and legal advisors. Depending on the crisis type there is often a need to engage trusted partners in managing the Incident.

How will this improve my current BCMS plans?

Crises Control provides the missing link: the communication and control layer which makes managing personal much easier.

We have redefined how organisations look at BCMS. Our product is Incident centric, we provide a quick start incident library for you to use and adapt which will contribute to a more resilient organisation's and therefore pushes for a quick recovery process. From planning, implementation & operation, performance assessment, to management review, and improvement.

Crises Control provides auditable evidence; and continuity management processes relevant to the organisation.

How can you guarantee that everyone knows what they will be doing in an emergency?

Crises Control is unique in area because it doesn't just send out alert but as part of its core feature each alert and subsequent actions sent to people requires them to acknowledge each message. In doing so command and control always know exactly who is engaged in the process. They even know where they are via GPS, together with their full contact details.

Can I get help creating my Standard Operating Procedures?

Our new Incident SOP Wizard is, we believe, a unique service of great value to small and large businesses alike that do not have the resources to create their own incident standard operating procedures themselves, or the budget to commission a consultant to create one.

The service that we have created will allow you to create your own bespoke incident standard operating procedures using our unique action plan wizard, drawing on best practice and high value content from existing source material contained within our platform.

The iSOP Wizard will create a set of bespoke action plans for your entire set of corporate risks, which can either be used to accompany your set of incidents on Crises Control or integrate with our Task Manager Module to import the action plan into each incident ready to use as a task list.

These high quality documents will get your business continuity planning up and running more quickly and easily than you ever thought possible. Once you have subscribed to the Crises Control solution then you can purchase an iSOP package, allowing you to create 1, 5, 10 or even 50 incident action plans, as your needs require.

Who is usually assigned to be the administrator?

This is flexible. The best person for this role are those people that are responsible for the Business Contunity  Managment System.

Why should I use this product over others?

Crises Control software is the best solution to assist with Business Continuity & Disaster Recovery plans. It supports:

  • Mass communication to your response teams
  • It help organisations build Responsive people
  • Planning Implementation
  • Post-incident review
  • Performance improvements

for your Business Continuity Management Systems (BCMS).

Crises Control makes life easier for managers and owners by providing them with a collection of possible crises that have been encountered by businesses. Users can edit these incidents and create their own personalised incidents according to specific circumstances.

This innovative app provides an effective communication tool for alerting stakeholders as soon as a crisis occurs. Crises Control ensures that the right people are notified instantly and are provided with the necessary information including:

  • Your Initial action to be taken
  • Your Incident Operating Procedure
  • 'How to' videos
  • Push, text, email and phone calls are all available options for alerts. You decide which combination works best for the users.

It helps professionals to be prepared for any business disaster when it happens. It is a secure way of sending the right action plan to the right people in a crisis situation and it helps to know who is engaged. It makes business disaster simulations exercises easy and simple to execute so that people are prepared.

Our app is simple to use and irrespective of the type of phone or mobile device that the users have we can provide instant alerts to those that respond to crises and those that manage the process. We also make it easy for people to absorb, by giving them access to media assets, which are much easier to digest when in a crisis situation.

Technical, security and resilience

What are Transputec credentials as an IT service provider?

Crises Control is wholly owned by Transputec, a privately owned limited company. Transputec is an established IT services and solutions company with more than 30 years of IT innovation and excellent customer service. It was founded by two computer science students from Imperial College in their dorms, starting by developing applications for the banking industry and then migrating to a full IT services organisation.

Transputec is a premier business partner of IBM and a select partner of CISCO. Our clients include Danone, Swissport, Incisive Media, Boden and Nandos. We have an international presence with offices based in London, Dubai, India and Manila and over 150 employees worldwide.

How robust are our data storage facilities?

Transputec's Crises Control service is hosted in a Cortex Tier 4 data centre in Milton Keynes. Its secondary site is at C4L's data centre at Park Royal West London. Tier 4 is the highest standard of data centre available and meets or exceeds all Tier 3 requirements. In addition, to the Tier 3 standard, all cooling equipment is independently dual-powered, including chillers and heating, ventilating and air-conditioning (HVAC) systems. Fault-tolerant site infrastructure with electrical power storage and distribution facilities with expected availability of 99.995% is included. This equates to 26.28 minutes or 0.438 hours of downtime PA.

How secure is our data storage?

Crises Control data storage has high levels of security, enough to satisfy UK government G-Cloud requirements. Our standard system has no touch points with a client's own network and so does not pose any risk there. No payment data, such as bank account details, is held on the Crises Control system. The Cortex data centres are both ISO 27001 certified and have SSL encryption for traffic between the client device and the Crises Control application servers. Both data centres are state-of-the-art and have 24/7 security.

The Crises Control website and web applications are protected behind Cloudflare a state-of- the-art virtual firewall. This web firewall has the OWASP ModSecurity Core Rule Set alongside Cloudflare's own ruleset and rulesets for popular web applications. Cloudflare protects the Crises Control portal and website against DoS attacks, hacking and viruses.

Cloudflare's advanced Distributed DoS protection, implemented as a service at the network edge, can be used to protect against DDoS attacks of all forms and sizes including those that target the UDP and ICMP protocols, as well as SYN/ACK, DNS amplification and Layer 7 attacks.

Crises Control chose Cloudflare to protect its website and portal as it is one of the largest DDoS protection networks in the world and for its proven record of protecting high-value online assets worldwide.

ThreatSpike is used to protect the Transputec systems from any unauthorised internal or external network activity. ThreatSpike collects, records and continuously analyses network traffic in order to detect harmful activity. ThreatSpike learns about your network and acts like a detective, continuously linking together information and key events in order to build a detailed narrative and timeline of security incidents as they occur.

How robust is our messaging infrastructure?

Our primary messaging partner (SMS and voice calling) is Twilio which is based in the US and is a leader in the industry, with clients including the American Red Cross, ebay and DELL. Twilio maintains redundant inbound and outbound connectivity with dozens of network carriers around the world. Their real-time systems dynamically route each call or message via the carrier with the best connectivity at any point in time, responding automatically to carrier availability and reliability.

Twilio's infrastructure is hosted in multiple data centers, utilizing state-of-the-art practices for fault tolerance at each level of system infrastructure, including power, cooling and backbone connectivity. If disruption events occur, Twilio's software is architected to detect and automatically route around these issues in real time to ensure a consistent customer experience.

Our alternative UK based, tele-conferencing partner is X-On. Their dual site data locations in London Docklands and Suffolk ensures the service runs 24/7 with a higher than average industry up-time. Backup and duplication of systems allows them to bypass external and 3rd party failures, and to distribute call loads effectively, thereby ensuring services remain online.

Each of X-On's data centres can operate independently and handle normal load traffic in the event of site failures at the two remote sites. In normal operation, replication ensures that all service and configuration data is present on each site. Inbound numbers are dynamically routed on the BT core network or by using third party provider routing plans. Outbound Voice calls are fail-over routed by X-On to available suppliers.

What business continuity/disaster recovery arrangements do we have in place?

Transputec has robust business continuity planning in place, through a series of incident specific BC plans, including fire, power outage, los of internet etc. We have not at this stage sought formal ISO 22301 accreditation.

We have an alternative command and control centre already in place and are currently in the process of setting up a secondary remote replication/disaster recovery site.

The Crises Control servers are located in a Tier 4 data centre in Milton Keynes UK, with mirroring at a Tier 3 data centre in Park Royal, London UK. The 2nd data centre provides replication and offsite backup for business continuity and DR.

Is Crises Control PCI compliant?

Crises Control is not itself PCI compliant, as we use a third party supplier, World Pay, to process any credit card payments. However, the Crises Control system has no touch points with the client operating environment and so will not breach your PCI compliant zone boundaries.

G-cloud framework

Crises Control is on the UK government digital service framework G-cloud 9. Our solution is hosted on a Government Community Cloud platform suitable for Information Assurance needs up-to "OFFICIAL" and is connected to the public internet as well as non-secure government networks including PSN, N3 and JANET.

Hosting options

In addition to our standard SaaS service, and the Government Community Cloud platform option for government customers, we also offer the alternative of supplying customers with their own servers, pre-loaded with the Crises Control software.

Do we offer a single sign-on option?

We currently do not offer single sign-in option, but we are planning this feature for the next version of Crises Control. We are planning to work with the Centrify Cloud Identity Service provider for single sign-on. The Crises Control application and API will be using SAML for integration with Centrify Identity Manager. Additional service providers can be considered for future integration.

What service level targets do we have?

SeverityCriteriaSLATarget Achievement
1 A fault exists that results in a total loss of service or functionality affecting a whole site (sites), or whole system or services. 15 minutes to respond.

4 working hours to resolve.
95% of all Severity 1 Incidents will be resolved within the SLA.
2 A fault exists which results in partial loss of service or functionality affecting multiple users. 1 working hour to respond.

8 working hours to resolve.
95% of all Severity 2 Incidents will be resolved within the SLA.
3 A fault exists which results in loss of service or functionality for a single user. 1 working hour to respond.

24 working hours to resolve.
95% of all Severity 3 Incidents will be resolved within the SLA.

What quality standards do we adhere to?

Transputec is fully certified to the ISO 9001:2008 Quality Management Standard. This requires an organisation to:

  • Demonstrate its ability to consistently provide product that meets customer and applicable statutory and regulatory requirements.
  • Aims to enhance customer satisfaction through the effective application of the system, including processes for continual improvement of the system and the assurance of conformity to customer and applicable statutory and regulatory requirements.
  • The QMS is applicable to the design, build, integration, implementation and support of business software and hardware solutions, hardware and software product sales, with associated support, provision of fully managed service contracts, including full infrastructure and platform services, support contracts, contract fulfilment and consultancy services.

Crises Control is a Corporate Partner of the Business Continuity Institute. The Business Continuity Institute (BCI) is the world's leading institute for business continuity. Established in 1994, the BCI has established itself as the leading membership and certifying organization for Business Continuity professionals worldwide.

Transputec is also fully certified according to the ISO 27001 Information Security Management Standard. In order to achieve the certification, Transputec's compliance with ISO 27001 standards was validated by a leading independent audit firm, Lloyds Register Quality Assurance, after demonstrating an ongoing and systematic approach to managing and protecting company and customer data.

ISO 27001 certification ensures that controls are in place to reduce the risk of security threats and avoid any system weaknesses being exploited. It provides assurance and confidence to customers, suppliers and trading partners that all security risks are being addressed on an ongoing basis.

The scope of the ISO certification includes design, build, integration, implementation and support of business software and hardware solutions. It also includes the provision of full IT managed services, including infrastructure platform services, support contracts, contract fulfilment and consultancy services.

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Updated 9 August, 2017

Contact us

Crises Control
Transputec House
19 Heather Park Drive
Wembley
London, HA0 1SS

+44 (0) 20 8584 1385

Crises Control

We are very pleased to have the Crises Control Service, a quicker notification time allows maximum time for proper preparations, which minimizes life safety concerns and mitigates impact to our bottom line.
Jason Jackson
Jason Jackson
Director
JoomlaMan