House-on-the-Hill Software Ltd

SupportDesk Computer Aided Facilities Management Software

SupportDesk CAFM Software enables businesses to keep on top of all aspects of Property Management, from logging reactive FM tickets, Planned Preventative Maintenance, Catering, Resource Booking to managing Stock and Inventory, allowing you to keep track of maintenance tasks, job costs, work orders and infrastructure items, all in one place.

Features

• Customer Self-Service Portal for logging work requests
• QuickCalls templates for speedy submission of routine issues
• Form Designer to customise the interface
• Customisable Dashboards for quick links and summaries
• Analyse performance with the KPI Monitor and QuickReports tool
• Extensive personalisation capabilities
• Cut down Mobile version for users on the move
• PPM function for automatic creation and notification of PPM jobs
• Online Timesheets and Expenses function for logging Projects and Jobs
• Automatic calculation of costs and total hours spent

Benefits

• Ensure adherence to SLA's
• Easily log all issues to demonstrate level of productivity
• Quickly highlight important issues affecting business performance
• Easily assess staff workloads
• Keep on top of all aspects of Property Management
• Supports GDPR's 'Right To Be Forgotten'
• Quickly access summaries of Work Requests and PPM tasks
• Give customers immediate access to Frequently Asked Questions
• Technicians can be more productive by using mobile devices
• Plan for any circumstance that may affect your business's infrastructure

£30 a licence a month

• Education pricing available
• Free trial available

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Framework

G-Cloud 12

Service ID

124019659962339

Contact

Inge Heijting
0161 449 7057
ingeheijting@houseonthehill.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: SupportDesk Facilities Management can operate as a standalone service but can also be used in addition to other SupportDesk processes e.g. SupportDesk IT Service Management.
• Cloud deployment model: Public cloud
• Service constraints: Our aim is for our hosted systems to be available 100% of the time. Any planned downtime would be in consultation with the client and is not likely to exceed 15 minutes.; ; Only internet access is required for use of the service.
• System requirements:
  • Only use of the Internet is required for accessing SupportDesk
  • SupportDesk can be accessed on a variety of end devices

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Support is provided between 9 am and 5 pm GMT Monday through Friday, excluding English public holidays.; ; First response is within 2 hours followed by priority based assessment. Urgent and High issues are attended to immediately.
• User can manage status and priority of support tickets: No
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: Web chat
• 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: Web Chat is available via our Customer Support Portal
• Web chat accessibility testing: Web Chat can be enhanced through styling to suit users with particular needs.
• Onsite support: Yes, at extra cost
• Support levels: Our Standard Support Service comprises of the following: ; 1 The diagnosis of faults reported by the customer. ; 2 The rectification of such faults, by means of a fix or workaround. ; 3 The notification of updates which need to be applied to correct a specific fault. ; 4 Access to the online Support Library.; 5 Advice by email or telephone in relation to reasonable enquiries on the use of the SupportDesk system.; ; Issues can be reported by email, logging directly into our support portal, by telephone or chat via our website/support portal.; ; Support requests made by the customer of an urgent or high nature will be attended to as matter of priority.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: A minimum number of Consultancy/Training Days are recommended, based on the size and complexity of the system. This is an exercise to ensure that the software satisfies the requirements of the business and the user understands how the service can be adjusted for minor changes. The Consultancy/Training can be delivered on-site or online. The Support Service is intended for reporting issues and straight forward enquiries. Users are given access to the Online Support Library as part of the rental.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: At the end of contract the database will be returned to the user (if required) in a secure manner. Similarly, for any ancillary attachments that have been loaded.
• End-of-contract process: As part of the contract, at termination the user is offered the option of continuation of service, which would of course incur the prevailing charges. If the service is no longer required then we will either return or destroy the data as requested by the user.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 9
  • Internet Explorer 10
  • 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: SupportDesk’s mobile service desk allows engineers to access their work queue to log and update calls while working on user locations. End-users can also log and monitor their tickets. SupportDesk can be accessed by Mobile Web App and Tablet on both iPhone & Android devices which are HTML5 enabled.
• Service interface: Yes
• Description of service interface: Users have access to a Service Dashboard via the browser
• Accessibility standards: None or don’t know
• Description of accessibility: The Service Dashboard can be customised to suit the user's particular requirements with different Dashboards for different user roles.
• Accessibility testing: Service Dashboards can be enhanced through styling to suit users with particular needs.
• API: Yes
• What users can and can't do using the API: With SupportDesk’s WebAPI tickets can be created or updated from links to other systems and vice versa. Data can also be extracted from third party systems. Each installation will have different requirements so configuration will be required.
• API documentation: No
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: SupportDesk comes supplied with its inherent data dictionary and customisable forms. This allows users to rename/remove fields they wish to change. Additional fields can also be added. The forms designer enables the user to create bespoke forms and dashboards for their team. Furthermore, SupportDesk comes with default categorisations but these can all be adjusted to suit the user’s business practices via the interface.

Scaling

• Independence of resources: The SupportDesk service runs multiple processes so that systems do not adversely affect each other.

Analytics

• Service usage metrics: Yes
• Metrics types: House-on-the-Hill’s QuickReport designer allows you to design your own custom service desk reports and also comes with pre-configured reports. Charts and graphs can be displayed and reports can be run instantly, scheduled to run on specific days and times. Reports can be emailed or exported to html, csv and pdf format and can also be displayed on user dashboards. ; In addition, House-on-the-Hill's KPI Monitor also offers customisable reports for the analysis of the system allowing you to measure against many KPIs. The real-time KPI Monitor automatically refreshes every 30 seconds and KPI reports can be incorporated into dashboards.
• Reporting types:
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: None

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations:
  • United Kingdom
  • European Economic Area (EEA)
• User control over data storage and processing locations: Yes
• Datacentre security standards: Managed by a third party
• Penetration testing frequency: Less than once a year
• Penetration testing approach: ‘IT Health Check’ performed by a CHECK service provider
• Protecting data at rest: Physical access control, complying with another standard
• Data sanitisation process: Yes
• Data sanitisation type: Deleted data can’t be directly accessed
• 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: SupportDesk data can be exported into CSV format for transfer to other systems.
• Data export formats: CSV
• Data import formats: CSV

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • TLS (version 1.2 or above)
  • Legacy SSL and TLS (under version 1.2)
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • Legacy SSL and TLS (under version 1.2)

Availability and resilience

• Guaranteed availability: Our aim is for systems to be available 100% of the time (ignoring scheduled and agreed maintenance down time); Year Percentage Uptime (based on 9-5 support hours); 2019 99.999%; 2018 99.999%; 2017 99.996%; 2016 99.999%; 2015 99.995%; 2014 99.999%; 2013 99.995% ; 2012 100%; 2011 99.994%
• Approach to resilience: Backups of data are taken twice daily. Additional backup servers are available in readiness in the event of a permanent or long term failure of the primary server.
• Outage reporting: The hosted software services are setup to alert us in the event of any outage.; Once alerted we investigate the root cause of the issue. If there is an issue with the hosting infrastructure we have a policy to keep the user updated on an hourly basis and to consider switching to an alternative platform after 4 hours of outage.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Username or password
• Access restrictions in management interfaces and support channels: Access to the management interfaces within the service desk software is the same as for any other user, requiring login and password (and optional 2-factor authentication).; The support service is available to recognised parties.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • 2-factor authentication
  • Username or password

Audit information for users

• Access to user activity audit information: Users have access to real-time audit information
• How long user audit data is stored for: User-defined
• 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: Yes
• Who accredited the ISO/IEC 27001: SN Registrars (Holdings) Limited
• ISO/IEC 27001 accreditation date: 27/07/2018
• What the ISO/IEC 27001 doesn’t cover: Our scope statement is :-; ‘The Information Security Management System at House-on-the-Hill Software Ltd applies to the management of hosted SupportDesk systems, including availability, the safekeeping of classified data as identified in the Information Classification System and the IT Assets held by House-on-the-Hill Software Ltd, in accordance with Statement of Applicability V9 13th July 2018. ' ; ; Our certification does not cover how users handle their own data and keep it secure, for example we do not stipulate a clear desk and screen policy for the clients end-users as this is beyond our control.
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Other security certifications: Yes
• Any other security certifications: Cyber Essentials

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards: ISO/IEC 27001
• Information security policies and processes: We have numerous policies relating to information security, and these have been independently certified by a UKAs accredited body as meeting the requirements of ISO27001:2013. Policies include:; Information Security Policy, Access Policy, Client Confidentiality Policy, Clear Desk and Screen Policy.; Policies are reviewed annually and also reviewed as part of the information security audit process. The team are kept up to date with the salient points within the policies during routine weekly staff meetings.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Application changes are risk assessed for potential security impact as part of the development process. The revisions are tested prior to any hosted system update. Application updates are always part of a discussion with the client. The Change Management process is fully tracked and authorised using our own helpdesk software.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: MS updates are applied promptly. When we become aware of critical updates for offerings which support our service provision, these are updated as soon as possible.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Anti-malware is installed and is constantly updated and monitored.; This is checked on a regular basis. Event and IIS logging are also monitored.
• Incident management type: Supplier-defined controls
• Incident management approach: A security incident is a loss of confidentiality, integrity or availability of the hosted system or the data it manages. Any breach is logged as an incident, recording events and actions, then reviewed once resolved. Our information security system objectives are to minimise such incidents and hence non-conformances are taken seriously and carefully monitored.

Secure development

• Approach to secure software development best practice: Supplier-defined process

Public sector networks

• Connection to public sector networks: No

Pricing

• Price: £30 a licence a month
• Discount for educational organisations: Yes
• Free trial available: Yes
• Description of free trial: We can provide immediate access to a personal trial system. Initially for a month, though this can be extended. The trial provided is a fully functional core system. Peripheral services such as mail read are not initiated, backups and service monitoring are not included.
• Link to free trial: https://houseonthehill.com/supportdesk/solutions/facilities-management/

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF