allpay Limited

allpay Print and Design

allpay Print and Design (AP&D) designs, prints and despatches corporate stationery, flyers, posters and marketing collateral via online ordering to more than 850 clients from the public and private sectors and prints and despatches nearly 3 million individual print items per annum.

Features

  • All print produced on one UK site, dedicated account management
  • Graphic design service available
  • Latest digital and litho print and mailing equipment and technology
  • Highly trained and motivated staff
  • Proven track record in public sector
  • Safe remote access using Secure File Transfer (SFTP)
  • Environmental control over the whole process
  • Choice of delivery methods, also Direct Mailing
  • Economies of scale pricing
  • Online over the cloud ordering and management

Benefits

  • No third party involvement gives full control
  • Quality guaranteed, ISO 9001, Cyber Essentials Plus, ISO 27001 accredited
  • Total customer commitment with audited processes
  • User friendly and flexible services
  • No software installation or maintenance required
  • Secure 24-hour cloud based access for data or proofing
  • Maximise cost savings through variable, volume-based pricing structure
  • Helps you achieve environmental credentials - paper PEFC-sourced
  • Company with over 20 years’ experience in the business

Pricing

£0.43 per unit

Service documents

G-Cloud 11

132890161890545

allpay Limited

Ailsa Tuck

01432852404

tenders@allpay.net

Service scope

Service scope
Software add-on or extension No
Cloud deployment model Public cloud
Service constraints Any planned maintenance will be carried out outside of the normal working day to minimise any disruption to the service. Clients will be made aware of any planned work prior to commencement.
System requirements
  • The solution is browser baesd with only internet access required
  • The solution is compatible with IE9 and above
  • The solution is compatible with Chrome 24 and above
  • The solution is compatible with Safari 9, Firefox 18
  • The solution is compatible with Opera 15 and above
  • The solution is browser based with only internet access required

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Allpay’s 30-member strong UK in-house Customer Service Contact Centre (CSCC) team is available between 08:00 and 18:00 Monday to Friday for both client and payer queries. Outside these hours allpay ensures an engineer is on-call 24/7 for incidents.
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 No
Onsite support No
Support levels Allpay Print and Design would consider any request for support but most of its interaction - due to the service it provides - is electronic. If any onsite support was required, it would discuss any costs involved directly with the client.
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started Allpay Print and Design will appoint a contract manager and deputy for any work requested. The dedicated manger will liaise and work with the client team to ensure a smooth delivery and provide management reports to the client on a weekly basis, providing clarity on how the contract is performing, whilst also giving information on live orders and delivery performance.

Training in the use of allpay's portals will be provided online and documentation provided as required.
Service documentation Yes
Documentation formats
  • HTML
  • PDF
End-of-contract data extraction Allpay will work with clients to ensure a smooth exit once the contact ends. Any client data will be returned in the format requested either via SFTP or securely via allpay's management portals.
End-of-contract process Allpay's contract price covers the setting up of the service as agreed. If the contract has run its intended or extended term or for any other agreed reason we would return client data (as detailed in the previous question). We would offer (subject to the exact requirement) any assistance we can to allow a smooth exit and transfer to any new supplier.

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 9
  • Internet Explorer 10
  • Internet Explorer 11
  • Firefox
  • Chrome
  • Safari 9+
  • Opera
Application to install No
Designed for use on mobile devices No
API No
Customisation available Yes
Description of customisation Each print and design item request is fully customisable, as are printing options, finishes, mailing, designs and paper.

Scaling

Scaling
Independence of resources Allpay uses a number of utilisation tools to monitor its networks and associated equipment to ensure that all of its clients receive service in accordance with the agreed Service Levels expected. An automated reporting and monitoring process is in place for all platforms, with alert messaging provided to key business stakeholders at certain capacity thresholds. As the service components and client applications can be run on multiple servers and separate services, the architecture is inherently scalable. As such, the solution can easily grow onto multiple servers across data centres making the system horizontally scalable.

Analytics

Analytics
Service usage metrics Yes
Metrics types Reports are presented to clients on a bespoke basis discussed at time of order. AP&D will generate reports to meet client requirements. Generally, these take the form of weekly reports on all work in progress and projects.
Reporting types
  • Regular reports
  • Reports on request

Resellers

Resellers
Supplier type Not a reseller

Staff security

Staff security
Staff security clearance Other security clearance
Government security clearance None

Asset protection

Asset protection
Knowledge of data storage and processing locations Yes
Data storage and processing locations United Kingdom
User control over data storage and processing locations No
Datacentre security standards Supplier-defined controls
Penetration testing frequency At least once a year
Penetration testing approach ‘IT Health Check’ performed by a Tigerscheme qualified provider or a CREST-approved service provider
Protecting data at rest
  • Physical access control, complying with another standard
  • Encryption of all physical media
Data sanitisation process Yes
Data sanitisation type
  • Explicit overwriting of storage before reallocation
  • 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 importing and exporting
Data export approach Allpay Print and Design would expect orders and copy to be transmitted over the portal via Secure File Transfer Protocol.

Uploads of Word, CSV or PDF documents are accepted, but bespoke methods of transmission can be discussed.
Data export formats Other
Other data export formats
  • PDF
  • Word
Data import formats Other
Other data import formats
  • PDF
  • Word

Data-in-transit protection

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

Availability and resilience
Guaranteed availability Online portal: 99.5% availability excluding downtime required for planned upgrade and maintenance.

AP&D has the following standard SLAs (these can be negotiated). These would typically be reviewed at the performance review meetings e.g. monthly/quarterly. If performance falls short of the required standards, AP&D would seek to remediate the performance through internal management.

On receipt of content to receipt of electronic proof - 1 Working day
On receipt of amended content to receipt of electronic proof - 1 Working day
On receipt of approved proof to order conformation - Same day
On receipt of amended artwork to receipt of amended proof - 1 Working day
On receipt of approved purchase order to delivery - 3 working days (subject to complexity and negotiation)
Approach to resilience AP&D has in place contingency measures should an unexpected event occur and has a comprehensive Business Continuity and Disaster Recovery plan in place.

This is tested regularly with the results recorded and audited in line with ISO 9001 and includes maintenance of our print equipment.

All equipment has a maintenance regime that is recorded and this is verified by internal and external audits. allpay has between 10-12 audits per annum undertaken by external auditors, to measure against ISO, PCI DSS Card Production, Financial Conduct Authority (FCA), Visa and MasterCard compliance rules and accreditation, and itself undertakes c.40 internal audits of processes and procedures to ensure on-going quality and compliance.

AP&D has five different printing presses available, across multiple sites separated by at least 50 metres, ensuring contingency measures are in place in case of machine breakdown. AP&D also has SLAs with its machine suppliers that guarantee that an engineer will be on-site within two hours of breakdown.
Outage reporting Any client-affecting outage will be reported by email and telephone depending on the severity of the situation.

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication
  • Public key authentication (including by TLS client certificate)
  • Username or password
Access restrictions in management interfaces and support channels Access to allpay's management portals is authenticated via username and password and via key authentication.
Access restriction testing frequency At least every 6 months
Management access authentication
  • 2-factor authentication
  • Username or password

Audit information for users

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 Users contact the support team to get audit information
How long supplier audit data is stored for At least 12 months
How long system logs are stored for At least 12 months

Standards and certifications

Standards and certifications
ISO/IEC 27001 certification Yes
Who accredited the ISO/IEC 27001 Alcumus ISOQAR
ISO/IEC 27001 accreditation date 04/12/2017
What the ISO/IEC 27001 doesn’t cover The accreditation covers all aspects of allpay's IT and Security.
ISO 28000:2007 certification No
CSA STAR certification No
PCI certification Yes
Who accredited the PCI DSS certification Sysnet
PCI DSS accreditation date 09/02/2018
What the PCI DSS doesn’t cover Allpay is directly PCI-DSS compliant and is a Level 1-certified Payment Services Provider and Payments Facilitator.
Other security certifications Yes
Any other security certifications
  • Cyber Essentials Plus
  • MasterCard and Visa accreditation
  • DPA Registration
  • BACS Certificate of approval
  • ISO 9001
  • Authorised as Electronic Money Institution (Financial Conduct Authority)
  • ISO 27001

Security governance

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 Allpay has a fully documented and audited Security Information Policy and ISO 27001 accreditation. allpay's Head of Compliance has overall responsibility for ensuring that the policy is followed - he reports to allpay's board of directors on any related matters. Since its inception in 1994 information security has been the cornerstone of allpay's operations. allpay maintains information resources which are essential to performing allpay business. Similar to any other capital resources owned by allpay, these resources are to be viewed as valuable assets over which allpay has both rights and obligations to manage, protect, secure, and control. allpay employees, contractors, third parties and other entities are expected to utilise these resources for appropriate purposes, protect access to them, and control them appropriately. Examples of information resources include, but are not limited to: Electronic data, Paper based information, reports, records and documents Information shared orally or visually (conversation, telephone call, or presentation) Information communicated in e-mails Computer Systems Networks Buildings People. A copy of the policy can be provided on request.

Operational security

Operational security
Configuration and change management standard Supplier-defined controls
Configuration and change management approach Allpay uses a Software Development Life Cycle (SDLC) for Software Development – a series of steps that provides a model for the development and lifecycle management of an application/software. Further to this, allpay has technical implementation plans and a change control board to verify changes prior to release into production. allpay uses an Agile development methodology and conforms to OWASP (Open Web Application Security Project). Developers also have training in secure coding techniques. allpay internally code reviews all major applications and revisions against such criteria as the OWASP top 10. Practices also comply with ISO 27001 and Cyber Essentials Plus.
Vulnerability management type Supplier-defined controls
Vulnerability management approach Allpay performs monthly internal and external vulnerability scans as required by PCI. Internal auditors review systems as required and in conjunction with the allpay audit plan devised to maintain compliance with ISO 27001 & PCI standards. IT Operations have implemented various tools to monitor the health of the network, e.g. Ops Manager, Apps Manager, Tripwire, SIEM, IPS/IDS, Sophos Suite etc. Checks are made for patches and updates daily, once alerted to a new patch, IT Support will download and review the new patch within four hours of its knowledge of release.
Protective monitoring type Supplier-defined controls
Protective monitoring approach Vulnerability scans are run against the network infrastructure for devices on a scheduled periodic basis and reports are generated on the vulnerabilities identified across the assets in each network zone. In response to any identified compromise, allpay has a fully documented and audited Information Security Response Plan that covers all reports of information security weaknesses or events relating to any of the organisation’s information assets. This is available on request. allpay has in place SLAs for incident response management, detailing fix times, response times and interval updates for critical and high impact incidents. These are available on request.
Incident management type Supplier-defined controls
Incident management approach Allpay has pre-defined processes in place for incident management. This is inline with ISO 27001. allpay’s Information Security Policy Handbook provides a framework for the management of information security to minimise risk (this is available on request). The high-level procedure for responding to any security incident is as follows: • Advise Head of Compliance • Commence investigations • Submit Security Incident form • Identify and implement resolution • Produce report • Update documentation • Advise management. Incident reports are available to clients through allpay's Customer Service Contact Centre.

Secure development

Secure development
Approach to secure software development best practice Independent review of processes (for example CESG CPA Build Standard, ISO/IEC 27034, ISO/IEC 27001 or CSA CCM v3.0)

Public sector networks

Public sector networks
Connection to public sector networks No

Pricing

Pricing
Price £0.43 per unit
Discount for educational organisations No
Free trial available No

Service documents

pdf document: Pricing document pdf document: Service definition document pdf document: Terms and conditions pdf document: Modern Slavery statement
Service documents
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