The System

You can use the Crises Control system from anywhere in the world from your desktop, laptop, tablet or mobile phone.

All you need is an internet connection for all devices other than mobile phones. The Crises Control app can receive messages via SMS and telephone even when you have no data signal or internet access.

Crises Control is hosted and managed from England.  Crises Control provides 24/7 support to our customers 365 days a year. 

Crises Control is GDPR Compliant and accredited to ISO27001 security standards.

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

Sign up for and start a free trial in two simple steps.

1) Click the FREE TRIAL link and set up your company.

2) Start using the system after you have been through the basic tutorials. The tutorials are really simple to follow and you can run them at any time as a refresher.

You can then download the app for your mobile device.

if you need help along the way for what ever reason you can contact us on +44 (0) 208 5841385 or contact us using this link.

Yes, you can set up as many locations as your organisation needs.

You can create as many departments as you need for your organisation, easily and quickly from the Crises Control platform.

You can set up as many stakeholder groups as you need for your company.

Stakeholder groups can be internal or external, for example response or operational teams, or even groups of customers or suppliers.

The Crises Control platform includes incident templates for you to choose from.

Attach your Standard Operating Procedures (SOP) to an incident to make it specific to your needs.

SOPs are easy to create, however we can help you if required. Not every incident will require an SOP.

We encourage our users to use the media asset options, to add richer information that is easier to consume.

The Incident Library contains a comprehensive set of incident templates for incidents of all types from fires and IT system failures, to workplace accidents, that you can deploy straight away.

Incidents can be personalised with associated media assets, 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.

Incidents can be configured 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.

You can create unique incidents, or modify an existing incident template from the Incident Library.

The process for creating and editing an incident has been made as simple as possible. A tutorial video is available inside the platform on how to set up an incident.

Once you press send, it takes seconds for the incident alert to be delivered to the recipient. 

All action plans and media are attached to the alert when you send it by push, text, or email.

Users are associated with their company by their email address and password. All messages sent from the Crises Control platform to a user’s mobile phone are secure.

Crises Control offers the incident manager up to 5 communication channels: email, SMS, push notification, telephone call and web alert. Any combination of  channels can be used to deliver the message to users. 

Media assets include videos, sound files, links to confidential corporate data, operating procedures files, diagrams and more. They are much easier to consume than reading documents in a crisis situation.

Definitely. Simply replicate an incident to start a new one.

Yes, you can attach videos and pictures to messages sent through the Ping mass notification engine or incident template.

Yes, tasks can be assigned to users when you launch an incident.

A task summary is available for every incident, giving you a quick overview of events. Users can use this overview to take immediate action, or alert the person assigned the task.

Administrators can view the all open tasks for active users and can assign new or additional users to a task while the incident is in progress.

Crises Control can be integrated with other systems and applications to improve triggers and alerts.

These applications include service desk software, CRM and HR databases, security monitoring systems and many more.

For example, you can launch an incident from an IT alerting system, or you can update your users adding new starters and removing leavers when a trigger is received from the HR system. 

We offer our customer flexibility and integration choices:

  • Active Directory integration
  • Trigger imports via email, SFT and SM. These can launch an incident or send a mass notifications via Ping
  • Import users in bulk (CSV, excel file format)
  • Scheduled user data imports, export and much more
  • Data import and on-demand
  • Single-sign on integration
  • Open APIs (for developers and accredited partners) 

Physical monitoring systems such as building alarms, fire alarms, or temp control systems can also be integrated with Crises Control, as can server monitoring software, antivirus software, or any system capable of generating an alert by Email, SMS or SFTP.

The App

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

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 have a wired or wireless internet connection, then you will be able to receive emails and push alerts, free from us.

Follow the link sent to you by email when your Crises Control account was set up. 

Alternatively, download the mobile app from this link.

Almost all Crises Control actions can be performed from the mobile app.

For example:

  • Send Ping messages (mass notifications) to a select group of users anywhere in the world
  • Create a conference call bridge on demand
  • Launch a business continuity incident, communicate with responders, share action plans, and track the progress of the incident until resolved
  • Receive, accept, manage, and complete incident tasks
  • Use the SOS panic button to alert your security teams if you are in danger or in need of immediate help
  • Enable “track me during travel” if you are entering a dangerous location and want to be tracked until you are safe
  • See your responsiveness ratings

Yes, Crises Control does not require a user to have the app installed on their phone.

Crises Control can still send alert messages to the user’s phone by SMS, telephone, web and emails, as these four channels do not require the app. 

The app provides a richer experience, adding push notifications to the way you can reach users. The app is more cost effective because we do not charge for push alert messages.

Yes.

The registration process is quick and easy via a verification email invitation. Once this is completed you are invited by email to download the app to your mobile phone and start using it right away.

About Ping

Ping is Crises Control’s messaging system. Think of it as your own private and secure “WhatsApp” but much more powerful.

Ping can be used to send messages between people in your organisation securely because it is private for you organisation.

In order to comply with GDPR rules requiring PII to be protected from unauthorized or unconsented distribution, messages are encrypted before they are transmitted from device to device. Photos and videos sent via Ping are not sent directly to the message receiver so that they are not downloaded to their device, but kept in our cloud. They are accessed via the link sent to the message receiver. 

Photos and videos can be sent in messages. In order to comply with GDPR rules requiring PII to be protected from unauthorized or unconsented distribution, photos and videos are sent to the user as a link to a secure space on the Crises Control cloud.

Yes, you can reply to any person or combination of people, groups, and locations that you have rights to.

Ping messages have a length limit of 250 characters.

All messages in transit are SSL encrypted (256bit).

SSL (Secure Sockets Layer) is a standard security protocol for establishing encrypted links between a web server and a browser in an online communication. SSL technology ensures that all data transmitted between the web server and browser remains encrypted.

When a photo or video is sent to you from another user, you do not receive the photo or video with the message, you receive a link to the Crises Control cloud where you can view it.

Ping messages can be sent through up to five communication channels: SMS, push notification, email, voice call, or desktop notification.

You can choose which channel or channels will reach more of users. The more channels you use the greater the certainty that your message will be received by the recipient.  

The system allows you to configure priority and severity settings for any configuration of channels.

Messages can be cascaded with time gaps between channels to avoid spamming users, and optimise reach and cost control.

The Crises Control app and the web portal both display the people who have acknowledged the message, or those who have yet to see it in real time.

Yes, you can set up multiple choice response options.

Yes, our communication network is very extensive and covers most of the world.

Communication services may be partially blocked in countries such as China for geopolitical reasons.

About Incidents

An incident is an unexpected event that can cause disruption to the normal running of your business.

For example an incident in the context of occupational health and safety, is an unintended event that disturbs normal operations.

An incident, in the context of information technology, is an event that is not part of normal operations that disrupts IT systems and operational processes. An incident may involve the failure of a feature or service that should have been delivered or some other type of operation failure.

Security incidents are events that indicate that an organisation’s systems or data may have been compromised.

An incident can be: fire, flood, denial of access, loss of internet, loss of telecommunications, injury or death at the workplace, power outage, cybercrime, data breach, supply chain disruption by severe weather, damage to an aircraft, bomb, terrorism, and many more incidents that require you to rapid make people aware and share information with them.

Yes, you can run a simulation exercise on any incident type anytime.

Yes, every incident can have a different type of media asset attached to it to complement the incident workflow. For example, these can be documents, diagrams, photos, web links, videos, and sound files.

Yes. You can customise your Standard Operating Procedures based on your needs, and add them to an incident by following the steps below:

  1. Create the Standard Operating Procedure you need for a specific incident
  2. Go to set up incident, click on add incident > create incident
  3. In incident details, look for the Standard Operating Procedure field
  4. Click on file action, select SOP.

A task is a guided action for your responders or teams to follow in an incident.

Tasks can be assigned to users to carry out during the incident response. They can be escalated or reassigned in real time.

  1. In the iSOP Wizard Menu, click on Add new Document
  2. In the new SOP Document page, fill out the details related to your SOP, including SOP review dates so that you can modify or update it on a specific timeframe.
  3. In the sections field enter the details of your Standard Operation Procedure
  4. Attach the related SOP in Generate Document

Yes. When you can create tasks that are assigned to an individual user with a timeline for response and completion, you can also add a person to whom the task can be escalated when the 1st person assigned to the task is unable to attend to it in time.

In the incident tasks tab:

  1. Open a new task
  2. Fill out the details of the new task
  3. Under the assigned user, department or group, select the user the task is assigned to
  4. In the escalation field, add the user, department or group to whom the task will be escalated to
  5. Choose the time to accept and time to complete or modify before escalation

Not all incidents need a Standard Operation Procedure, but if you want to add one, you can create a new SOP from the iSOP Wizard.

In the iSOP Wizard, choose Add new document. On the New SOP Document Page, fill out the details below:

  • Basic Details
  • Sections
  • Preview
  • Generate Document

Yes. Customise your Standard Operation Procedure and simply go to iSOP Wizard menu > Add new document and fill out the details below:

  • Basic Details
  • Sections
  • Preview
  • Fill out the details of your Standard Operation Procedure related to your incident
  • Generate Document

You can store most file formats associated with the following:

  • Images (tif, tiff, bmp, jpeg, jpg, gif, png, pdf)
  • Word ( doc, docx, etc)
  • Spreadsheet ( xls, csv)
  • PDF
  • Movies
  • Audio file
  • Hyperlinks

Yes. Once you have created your Standard Operation Procedure, attach it to the related incident. Any user opening that incident on their app or web application will be able to access the SOP.

Yes. Enter the date and frequency for reviews when you upload the Standard Operation Procedure, and set it up to send a review reminder email ahead of that review date.

You can schedule incidents or Pings for any time from the Scheduler > Schedule Settings.

Any monitoring application can be integrated with Crises Control as long as it has the ability to send an email, 

Yes. Once you have set up your location and added users in that location, they will receive your incident alert worldwide.

Yes. Once you have set up your Dept. /Group and added users in that Dept. /Group, they will receive your incident alert worldwide.

Yes. You can choose which users you want in each Dept. /Group. Users can be put in multiple Dept. /Groups, or moved from one to another as required.

Yes. You can choose the incident @ location when you launch the incident so that users know where the incident occurred.

Yes. Before you launch the incident, click the radio button and choose ‘Track our people’. The team must also have location tracking open on their device in order to be tracked.

Yes. In their devices, they can go to settings and use the slide button across the “Track me during travel” and “Track me during incident” options.

Yes. The SOS emergency panic button is available inside the Crises Control app. Any user can tap the button in any emergency situation.

Yes. On your launched incidents menu, click on actions then go to the incident timeline to check the current status of the incident you launched.

Alternatively, click on actions and then go to view reports to get an updated incident summary, incident stats, incident message listing and BCM listings, and view the map and locations of notified users.

You can inform as many users as needed.

The number of users, administrators, and key holders your organisation can have may depend on your Crises Control contract agreement. These numbers can be increased anytime by contacting our Sales team.

Yes. Go to the incident you want to clone and click on edit. Once you are inside the incident, click clone incident at the top right of your screen.

You can create as many incidents as you require according to your organisations needs. 

You can even add simulation incidents.

The Task Manager Module allows incident managers/owners to create critical tasks for execution during an incident. They can assign these tasks to users, and add an escalation path.

The incident manager can specify the workflow and the execution sequence of the task.

The incident manager can track the progress of the incident, activities of the responders (including their location), can communicate with them and support their efforts to a swift recovery. 

The incident manager can reallocate tasks, set acceptance and completion time KPIs.

  • It distributes and manages the assignment of tasks to incident response teams
  • It helps responders report progress by disseminating information to other stakeholders
  • It makes it easier for incident managers to monitor responders’ activities and progress
  • It speeds up the time to recovery
  • The data collected helps your organisation learn and improve
  • It provides audit and compliance data

Make the process of creating incident resolution plans easy.

Once you have laid out the tasks applicable to each incident, you will have an organised list of tasks, including information about assigned users, supporting your operatives with information and help, the capturing of data during the incident life cycle and the data analysis for improvements

The Task Manager provides real time visibility of all communications, activity and decisions made by responders.

Notifications & Alerts

During the registration processes Crises Control will send you an email with instructions to complete your registration and download the app. The process of registration is automated and the email originates from [email protected].

If you do not receive this email from Crises Control it may be because your network spam filter has blocked incoming emails from us, or diverting them to your Junk folder.

Spam filters are customisable and can block emails containing specific words, and some networks or organisations have strict rules that automatically block or mark messages sent outside of a whitelist. You can whitelist www.Crises-Control.com so that emails from us aren’t blocked by your organisation.

Whitelist Information for Crises Control:
Domains & IP Blocks
If you’re behind a firewall that blocks access to all traffic except for certain domains or IPs and the network has granted access to just www.crises-control.com, the network administrator needs to add all our domains, subdomains, and IP blocks for the site to work properly. Otherwise, you might experience issues, for example certain pages won’t load or you won’t be able to upload or view files or you can’t see tutorial videos on “how to do things”.

Domains
*.Crises-Control.com
*.Vimeo.com
The asterisk (*) is a wildcard used to account for any subdomains we use. The last item in the list is for Vimeo, which we use to host video tutorials and training materials.

Yes you can be set up to receive phone calls. This is done by the administrator. Learn more about SMS and phone call charges here.

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. Emails and push alerts are free. More information about calls and SMS text charges can be viewed here.

Users can set notifications from the Crises Control app to override the silent setting on their phone from their settings.

Overriding silent settings for Crises Control will not affect any other apps on your phone.

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.

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.

Yes.

You decide which options are right for you. You can receive an email, SMS text, phone call and a push notification, in any combination, or all of them. Some older generation mobile devices may not have push notification capabilities, so it may be best to choose to receive alerts via phone call.

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.

Yes. As a member of the crisis response team, you can easily organise a virtual meeting using our conference call facility via the Crises Control mobile app, by selecting the participants you wish to contact. These calls can be recorded for an auditable evidence of your phone conference.

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.

In spite of its popularity and ease-of-use across the world, SMS delivery is not always guaranteed, and several factors influence the successful delivery of sent messages. The top factors affecting SMS delivery are:

Phone number validity

  • Incorrect/non-existing phone number
  • Recipient phone number inactive
  • Incorrect international country code
  • Sending a message to a landline

Filtering content

  • Incorrect sender ID
  • Keyword filtering
  • Repeated messages

Routing factors

  • Using cheap routes
  • Portability issues

Other Factors
Message delivery can also be affected for reasons such as a full inbox, a frozen messaging application, roaming limitations, and errors on the operators’ SMS servers.

Some phones cannot accept some types of messages, such as WAP push messages, binary text messages, or texts with special characters.

Different operators and countries stipulate different SMS encoding standards. So, when a text message fails to send, it could mean the wrong encoding was used. For example, some carriers in Europe will not deliver messages sent in Unicode characters.

GDPR

The General Data Protection Regulation (GDPR) is a sweeping new EU law that went into effect in all EU Member States on May 25, 2018. It mandates how companies can collect, store, delete, modify and otherwise process personal data of EU citizens. It applies to any company that processes personal data of EU citizens, regardless of whether it has any physical presence in the EU, or even whether it has any EU customers. Companies are also required to pass these obligations down to all of their vendors and suppliers who may also handle personal data of EU citizens anywhere in the world. Despite Brexit, the UK is committed to stay compliant with the GDPR.

Under EU law, personal data means any information relating to an identified or identifiable natural person (“data subject”); an identifiable natural person is one who can be identified, directly or indirectly, in particular by reference to an identifier such as a name, an identification number, location data, an online identifier or to one or more factors specific to the physical, physiological, genetic, mental, economic, cultural or social identity of that natural person. It doesn’t have to be confidential or sensitive to qualify as personal data.

Where we are the processors of your data, our obligation is to ensure that this data is processed lawfully, fairly and transparently as agreed by our clients and to maintain appropriate security controls. Processing here means maintaining the confidentiality, availability, integrity and security of the data, the servers and network where the data is held. Where it is exceptionally necessary to access a client database to investigate a client issue, we will always seek the client’s permission. We work hard to protect Crises Control and our users from unauthorised access to or unauthorised alteration, disclosure or destruction of information that we hold. In particular:

  • We encrypt many of our services using SSL.
  • We offer two factor authentication (2FA) verification when you access your Crises Control Account.
  • We use Cloudflare Advance Security to protect and secure the application and APIs against denial-of-service attacks, customer data compromise, and abusive bots.
  • We encrypt data whilst at rest.

    We use Cloudflare for fast Global Content Delivery Network, which speeds up web page loading times. Cloudflare are certified under the EU-US and Swiss-US Privacy Shield frameworks for onward transfers of EU data to the United States. (See https://www.cloudflare.com/privacyshield/).

     We have Data Protection Addendum (DPA), which is a contractual agreement in place with Cloudflare to protect our customer’s data to EU- GDPR standards.

  • We review our information collection, storage and processing practices, including physical security measures, to guard against unauthorised access to systems.

  • We restrict access to personal information to Crises Control employees, contractors and agents who need to know that information in order to process it for us and who are subject to strict contractual confidentiality obligations. They may be disciplined, or their contract terminated if they fail to meet these obligations.
  • We are ISO 27001, ISO 9001 certified
  • We employ certified GDPR practitioners to maintain and improve security standards.

Our Privacy Policy can be found at the bottom of the Crises Control website. Click here to view the Privacy Policy.

Billing and Upgrades

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.

If you sign up for Crises Control, you will be given the option to pay annually in advance or monthly in advance. You can discuss this and other payment option with us by calling sales  +44 (0)208 584 1485, or you can contact us via emails  [email protected] 

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.

Push notice and Emails are free, but there is a charge for telephone calls and SMS messages sent via the Crises Control application. More information about charges for calls and SMS text can be viewed here.

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.

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.

You can increase the number of users to suit your needs. This is done on your Crises Control account from SETTINGS > SETUP USERS and ADD USER.

If you exceed the contracted number of users you will be given given an alert message, the message will explain the additional cost you will incur if you choose to add additional users. 

The Task Manager Module includes new features to make 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.

  • 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.

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.

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

Technical, Security and Resilience

Crises Control is wholly owned by Transputec, a privately owned limited company. Transputec is an established IT services and solutions company with over 35 years of innovation, managed serices and excellent customer service.

Crises Control service is hosted in an IDE Tier 4 data centre in Milton Keynes, with a secondary site at the IDE data centre in 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.

Crises Control data storage has high levels of security built into the architecture, we use MS SQL security framework to encrypt the data at rest.

Our service is a SaaS model as standard which has no touch points with a client’s own network. There is SSL encryption for traffic between the client device and the Crises Control application servers.

Our data is backed up every 10 minutes and replicated to the fail over data centre.

Crises Control provides GDPR compliance security for our customers by taking the necessary steps to protect data at all points from secure hosting, encryption of data both at rest,  and SSL data encryption in transit.  Learn more

The data centres and are ISO 27001 certified, PCI-compliant and secured to UK government IL4 standards, ensuring our solution is protected by exceptional levels of security, all the time. Plus, our solutions are protected by a Cisco ASA Firewall as standard.All the data centres are UK based and offer state-of-the-art, 24/7/365 security, enterprise-grade infrastructure, super-fast networks, application backup and failover.

Crises Control for Gov is hosted with UKFast the largest privately-owned hosting provider in the UK. With over 18 year’s experience in cloud technology and dedicated hosting, UKFast is a government-approved supplier on the G-Cloud 10 framework and ISO-certified data centres located in the UK.

Through G-Cloud, public sector organisations have access to Crises Control which has been assessed and approved to provide its’ services to government and the public sector.

No payment data, such as client’s bank account details, is held on the Crises Control systems. All credit card payment processing is done by our banking partner Worldpay. Worldpay’s secure online payment gateway provides:

  • Advanced fraud protection
  • Accept all major credit and debit cards as well as PayPal
  • Secure your payments with our fraud screening to help protect you and your customer
  • Manage your invoices and transactions with our simple online reporting tools
  • Set up recurring payments and subscription-based payment plans for your customers
  • Accept payments in over 116 currencies
  • Our payment processing systems are compliant with PCI DSS industry security standards

Crises Control uses WorldPay, who process any credit card payments. Crises Control does not hold any credit card information, all credict card transactions are processed throught WorldPay gateway.

Crises Control system has no touch points with the client operating environment and so will not breach your PCI compliant zone boundaries.

WorldPay are PCI compliant, Worldpay is a global leader in payments processing technology and solutions for our merchant customers.

Our primary messaging partner (SMS and voice calling) is Twilio which is a leader in the industry. 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.

Crises Control is available on the UK government digital service framework G-cloud. This service is operated from two distinct environments to provide public sector consumers with choice and price flexibility, dependent upon their information assurance requirements.

Our standard offering is hosted on a Government Community Cloud platform suitable for information assurance needs up-to “OFFICIAL” and is only connected to the public internet. Our secure offering is hosted on a Government Community Cloud platform which holds pan-government accreditation for information up-to and including the “OFFICIAL-SENSITIVE” impact level, with connections to GSI, PSN, N3 and PNN networks as well as the Internet.

In addition to our standard SaaS service and the G-Cloud platform for government customers, we also offer on premise hosting for customers who wish to have their own private installation of the Crises Control software.

We can support single-on via Centrify a Cloud Identity Service provider for single sign-on. The Crises Control application and API use SAML for integration with Centrify Identity Manager.  Additional service providers may be considered for future integration.

SeverityCriteriaSLATarget Achievement
1A 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
2A fault exists which results in partial loss of service or functionality affecting multiple users.15 minutes to respond.
8 working hours to resolve.
95% of all Severity 2 Incidents will be resolved within the SLA.
3A fault exists which results in loss of service or functionality for a single user.15 minutes to respond.
24 working hours to resolve.
95% of all Severity 3 Incidents will be resolved within the SLA.

Crises Control is owned by Transputec. Transputec adheres to the following standards:

Transputec is fully certified to the ISO 9001:2015 standard

Transputec is fully certified to the ISO 27001:2013 standard

Transputec in the process of achieving ISO 14001:2013 standard

Crises Control is a Corporate Partner of the Business Continuity Institute and Continiuity Forum. 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.

Support

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.

If you are the registered administrator you can get support at any time of the day.

Email Support
We offer 24/7 English email support for all customers – even on holidays! (Email support in a variety of languages is available during limited hours.) 

Email us at [email protected] or click here and we will respond to your request as quickly as possible, and issue you a support ticket for that instance.

Phone Support
English phone support is a Premier feature. We offer phone support 24/7 via our service desk. Call our Help Desk on: +44 (0) 20 8584 1385 (option 2).

Tickets
Regardless of the type of support you have, the one constant for all support organisations is that we are here to help resolve issues.

  • Send an email
  • Call you on the telephone

All support requests, from all channels, become Crises Control Support tickets. Tickets capture your initial request for support and all the conversations your people have with our agents along the way to solving the support issue.

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.