UrbanTide Limited

USMART Housing

USMART Homes improves the health of tenants and facilitates predictive property management. USMART analyses data, from maintenance reports, location, position, weather and socioeconomic data. Combined with real-time IoT data to identify critical issues relating to the health and wellbeing of tenants as well as enabling predictive property maintenance.

Features

  • Analyses current conditions to identify deviations from normal operations
  • Automatically digest data and generate predictive maintenance work programmes
  • Predict future property issues across your housing portfolio
  • Real-time sensor integration with problem identification
  • Energy usage, Air quality, water usage and other IoT sensors
  • Image processing and analytics with label correction and creation
  • Dynamic rules and recommendations, anomaly detection and filtering
  • Detailed analytics and dashboards visualisations for reporting
  • Combines the latest machine learning libraries with our pre-trained AI
  • Identify new AI opportunities with our Data Discovery workshops

Benefits

  • Assesses current conditions plus likely scenarios and interventions
  • Uses existing maintenance data and custom logic to generate rules
  • Analysis of big real-time sensor data
  • Filters out unnecessary noise from raw data
  • Turn raw data into action, unlock health and wellbeing benefits
  • Provide real-time insight on service performance
  • Our AI APIs integrates with your existing systems
  • Includes on-going support and agile development

Pricing

£5000 per instance per month

  • Education pricing available

Service documents

Framework

G-Cloud 11

Service ID

1 0 8 5 0 5 9 7 4 5 0 2 5 6 1

Contact

UrbanTide Limited

Steven Revill

07921912422

steven.revill@urbantide.com

Service scope

Software add-on or extension
Yes, but can also be used as a standalone service
What software services is the service an extension to
USMART
Cloud deployment model
Hybrid cloud
Service constraints
N/a
System requirements
  • Web browser
  • Internet capable device

User support

Email or online ticketing support
Email or online ticketing
Support response times
- A maximum 24 hours during business hours
- A maximum of next business day at weekends
User can manage status and priority of support tickets
Yes
Online ticketing support accessibility
None or don’t know
Phone support
Yes
Phone support availability
9 to 5 (UK time), Monday to Friday
Web chat support
Yes, at an extra cost
Web chat support availability
9 to 5 (UK time), Monday to Friday
Web chat support accessibility standard
None or don’t know
How the web chat support is accessible
We use slack as an interactive web chat support medium.

Users can make requests for advice over slack - if the team are able to respond with an answer quickly then they will do. However if the need to raise the query is down to a bug or issue then the UrbanTide team will log into our backlog and as a support ticket for resolution.

The main types of request that are likely to be solved without needing a ticket resolution are:
- confirmation if the query is appropriate for web chat
- support on how to customise a customers instance
- support on how to upload static data
- support on how to link in real-time datasets
- support on how to create interactive visualisations
- other similar query types
Web chat accessibility testing
We have not done any testing but are relying on slack's compliance with web standards for assistive technology users.
Onsite support
No
Support levels
Day-to-day USMART product support is already included in SaaS subscription pricing.

Additional services supporting open data, data sharing, data analytics and data visualisations are costed in the rate card.
Support available to third parties
Yes

Onboarding and offboarding

Getting started
Online training
Onsite training (non-chargeable)
Onsite training (chargeable)
Train the trainer training (chargeable and non-chargeable)
User documentation
User community on Slack
Service documentation
Yes
Documentation formats
  • HTML
  • Other
Other documentation formats
Online versions
End-of-contract data extraction
Email or phone to request cancellation of subscription.
Data will be provided in open formats and made available for download.
All metadata is available through our elastic search API endpoint for consumption by any relevant service allowing for easy migration from USMART to another solution.
End-of-contract process
No additional cost.

Using the service

Web browser interface
Yes
Supported browsers
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
  • Opera
Application to install
No
Designed for use on mobile devices
Yes
Differences between the mobile and desktop service
No differences. USMART is fully responsive allowing the service to be accessed on any device type.
Service interface
No
API
Yes
What users can and can't do using the API
All data functionality can be accessed via the API. It allows for the downloading, querying and use of the data to provide services upon (including for example visualisations, data services, reports).
API documentation
Yes
API documentation formats
Open API (also known as Swagger)
API sandbox or test environment
Yes
Customisation available
No

Scaling

Independence of resources
Our product is based on independently scalable microservices. We monitor load on each service and scale it accordingly.
Our storage endpoints are based on a data lake architecture, providing unlimited storage capabilities.
Our processing services are also fully scaleable.
User interface files are delivered via a CDN.

Analytics

Service usage metrics
Yes
Metrics types
System management activity
Data entry activity
Data consumption activity
Reporting types
  • API access
  • Real-time dashboards

Resellers

Supplier type
Not a reseller

Staff security

Staff security clearance
Staff screening not performed
Government security clearance
None

Asset protection

Knowledge of data storage and processing locations
Yes
Data storage and processing locations
European Economic Area (EEA)
User control over data storage and processing locations
No
Datacentre security standards
Complies with a recognised standard (for example CSA CCM version 3.0)
Penetration testing frequency
At least once a year
Penetration testing approach
In-house
Protecting data at rest
  • Physical access control, complying with CSA CCM v3.0
  • Physical access control, complying with SSAE-16 / ISAE 3402
Data sanitisation process
No
Equipment disposal approach
Complying with a recognised standard, for example CSA CCM v.30, CAS (Sanitisation) or ISO/IEC 27001

Data importing and exporting

Data export approach
System administrators can request data extracts via email or phone.
Data export formats
  • CSV
  • Other
Other data export formats
  • JSON
  • XML
  • REST API
Data import formats
  • CSV
  • Other
Other data import formats
  • JSON
  • XML
  • Shapefile
  • MapInfo table
  • GML

Data-in-transit protection

Data protection between buyer and supplier networks
TLS (version 1.2 or above)
Data protection within supplier network
TLS (version 1.2 or above)

Availability and resilience

Guaranteed availability
We can provide SLAs for 99.9% availability (excluding agreed maintenance). Users can request a refund for periods of no service if we do not meet this level of availability.
Approach to resilience
Available on request.
Outage reporting
Public dashboard.

Identity and authentication

User authentication needed
Yes
User authentication
Username or password
Access restrictions in management interfaces and support channels
User permissions control which areas of the application can be accessed by specific users. Support channels are also controlled via user accounts.
Access restriction testing frequency
At least every 6 months
Management access authentication
Username or password

Audit information for users

Access to user activity audit information
Users contact the support team to get audit information
How long user audit data is stored for
At least 12 months
Access to supplier activity audit information
No audit information available
How long system logs are stored for
Between 1 month and 6 months

Standards and certifications

ISO/IEC 27001 certification
No
ISO 28000:2007 certification
No
CSA STAR certification
No
PCI certification
No
Other security certifications
No

Security governance

Named board-level person responsible for service security
Yes
Security governance certified
No
Security governance approach
We are using an information security risk management methodology and our security strategy is explicitly linked with business and IT
objectives.
Our security policies address each aspect of strategy, control and regulation and we monitor our processes to ensure compliance.
We continuously evaluate and update our security policies,
standards, procedures and risks assessments.
Information security policies and processes
Security issues have to be reported to the Chief Technology Officer who is in charge of organisational information security.

Operational security

Configuration and change management standard
Supplier-defined controls
Configuration and change management approach
Change is managed through our integrated software release management process which includes testing of all changes before deployment to the production system. This process also manages the tracking of software versions which allows us to control what versions are released at any point in time.
Vulnerability management type
Supplier-defined controls
Vulnerability management approach
We monitor whether any of the components used in our solution have vulnerabilities and are able to patch vulnerabilities as soon as they occur. We can do this as part of our automated continous deployment process without incurring downtime for the users.
Protective monitoring type
Supplier-defined controls
Protective monitoring approach
We are monitoring and tracking access to our services and their performance. Once suspicious activity is identified we can suspend affected services to investigate the cause of the issue. We will inform affected clients if services are compromised and keep them up-to-date with our efforts to remedy the situation.
Incident management type
Supplier-defined controls
Incident management approach
Incidents should be reported via our online support pages. Updates to incident reports are provided via email as soon as an incident status changes. Users can track the status of their reports via their online support account.

Secure development

Approach to secure software development best practice
Supplier-defined process

Public sector networks

Connection to public sector networks
No

Pricing

Price
£5000 per instance per month
Discount for educational organisations
Yes
Free trial available
No

Service documents

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