The UBook Service

“MLCSU … provided us with a clear project plan, which has been robust and timely. The support given in writing our DPIA was fantastic, meaning that getting UBook signed off and installed was quicker. Response times to queries and troubleshooting have been prompt and extremely helpful.  The training package was informative, with all our questions answered. Ongoing peer support through the “user group forum” has also been a valuable addition, with any suggestions being actioned to improve the end user experience.”

Sonia Meadows, L&D Innovation Lead

East Cheshire NHS Trust

Service Level Agreement

Subscribe to UBook and you’ll benefit from the detailed UBook SLA. Our SLA describes exactly what you will receive, sets various standards and KPIs which we must meet, e.g. response times, and clearly lays out Intellectual Property Rights, Data Protection provisions, support processes and pricing. It is rare to have such a valuable framework in place with the supply of a booking system. UBook provides it for your benefit.

Information Governance

As a fellow NHS organisation we are acutely aware of your Information Governance obligations. We work with your IG team to complete a Data Processing Impact Assessment and other documents, to ensure your continued compliance with the DSP Toolkit.

Technical Support

Ongoing technical support is included in your UBook subscription. Our desk-to-desk model sees users’ questions resolved at first call, apart from anything complex which is triaged to our UBook team in Chester. It is testimony to UBook’s ease of use and reliability that call volumes are extremely low.

Backup

UBook is hosted on an extremely robust cloud infrastructure, which is located in one region of the UK, with failover to another region of the UK. That means service interruptions are pretty much non-existent, but regardless we run UBook with an always-on backup. That would allow us to restore your UBook from any point in time in the preceding seven days, or from one of a range of preceding monthly backups.

UBook User Group

Organisations which use UBook are encouraged to have representation on the UBook User Group. With participants from across the country, reflecting UBook’s wide presence from north to south England, this group meets quarterly over Teams. It discusses new features, demonstrates hints and tips and addresses any common service questions.

Security Tested

For your assurance (and DSP Toolkit compliance) we subject UBook to independent testing each year:

An annual penetration test, carried out by a CHECK-accredited security testing provider*
Our hosting platform holds every relevant ISO standard and is extensively tested annually.

In-House

Other than locating the UBook hosting platform on the leading cloud provider’s infrastructure, UBook is entirely serviced in house by MLCSU. We don’t sub-contract, offshore or otherwise let out any of our development or support. As such, the UBook product and services are delivered by permanent, full-time staff who are employed directly by the NHS.

Assurances:

We have the following accreditations:

CyberEssentials Plus
Fully compliant current NHS DSP Toolkit return
Data Controller registration with the Information Commissioner.

*latest report is available for inspection by clients on request.