kykloud ltd

vx Observe

The vx Observe service is a remote monitoring, alarm filtering, predictive maintenance and equipment control solution. It analyzes equipment alarms, filters out nuisance alarms, initiates action on alarms, monitors performance patterns, detects anomalies, predicts equipment failures before they occur, and collects meter data to track asset and facility energy consumption.

Features

  • Remote equipment monitoring
  • Alarm filtering
  • Predictive and condition-based maintenance
  • Global set point changes through control actions
  • Energy management
  • Integration with nearly all work order management systems
  • Site Layout
  • Space Visualisation

Benefits

  • Decreased equipment maintenance costs
  • Reduced asset downtime
  • Extended equipment life
  • Enables remote monitoring and control of equipment
  • Provides real-time, enterprise wide visibility of performance
  • Enables advanced analysis and improved decision making
  • Enables quicker, more effective response to issues
  • Integrates with nearly any software, asset or device

Pricing

£72 a unit a year

  • Education pricing available

Service documents

Framework

G-Cloud 12

Service ID

1 4 6 2 5 4 6 8 6 0 8 7 9 3 9

Contact

kykloud ltd

Andrew Schafer

07764661582

aschafer@accruent.com

Service scope

Software add-on or extension
No
Cloud deployment model
Private cloud
Service constraints
We require connectivity to the controls and assets at site and they must meet our minimum supported specification of communication protocols. To access the vx Observe platform requires internet access.
System requirements
Secure internet access

User support

Email or online ticketing support
Email or online ticketing
Support response times
Response times are based on Severity Levels as defined in our SLAs along with what level of support a customer purchases.
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
24 hours, 7 days a week
Web chat support
No
Onsite support
Yes, at extra cost
Support levels
Accruent Support cases are classified using Severity levels:
Sev 1: Critical issue resulting in a complete system outage or major application failure, preventing a critical business process that has immediate financial impact or impact to data integrity. There is no workaround available. The response time for a Sev 1 issue is one business hour.
Sev 2: Serious issue preventing execution of a critical business process, causing disruption of a major business function. Major functionality is severely impaired. Serious impact on daily functions or processing and there is no acceptable workaround. The response time for a Sev 2 issue is four business hours.
Sev 3: Issue that does not prevent the execution of a critical business process and does not impact data integrity. The problem may be circumvented using an available workaround. The response time for a Sev 3 issue is two business days.
Sev 4: An inquiry and/or low system/business process impact issue. Examples include cosmetic defects on screens, errors in documentation, or question/how-to type requests. The response time for a Sev 4 issue is three business days.
Technical Account Managers can be named for an additional fee.
Cloud and Engineering support are escalation points of standard support.
Support available to third parties
Yes

Onboarding and offboarding

Getting started
We offer a broad range of training options, from on-site and web-based training to simply providing training materials and a “train the trainer” program for end users. Training strategies are discussed in detail early in the project, and training materials are drafted during UAT.
Service documentation
Yes
Documentation formats
  • HTML
  • PDF
  • Other
Other documentation formats
  • Word Documents
  • Excel Spreadsheets
  • Visio Documents
End-of-contract data extraction
All client data, excluding telemetry data, will be returned to the client in a consumable format upon contract termination.
End-of-contract process
All client data, excluding telemetry data, will be returned to the client in a consumable format upon contract termination. This is subject to Professional Services fees to be scoped at the time based on level of effort.

Using the service

Web browser interface
Yes
Supported browsers
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
Application to install
No
Designed for use on mobile devices
Yes
Differences between the mobile and desktop service
The mobile interface is designed for a specific user and activity. The controls and activities especially suit the mobile worker.
Service interface
No
API
Yes
What users can and can't do using the API
We have an extensive suite of web services/API's for automated receipt of a wide range of data, including XML web services for automated data receipt from client or 3rd party systems and related system interaction.
API documentation
Yes
API documentation formats
  • HTML
  • PDF
  • Other
API sandbox or test environment
Yes
Customisation available
Yes
Description of customisation
Our solution's numerous, diverse configuration options allow our clients to effectively "customise" their application instance without the need for costly and problematic source code customisations. We support diverse configuration options in the areas of user-specific workflows, resource management, and many other areas of the solution. We can also customise our implementation timeline to ensure each implementation project meets the unique needs of each of our clients.

Scaling

Independence of resources
Capacity is more than adequate at all times for the provisioned customer base. Capacity and performance are monitored and planned well in advance. Daily monitoring occurs regularly and actions are taken to resolve issues as they occur.

Analytics

Service usage metrics
Yes
Metrics types
Uptime statistics are reported using this public URL: https://status.accruent.com
Reporting types
Real-time dashboards

Resellers

Supplier type
Not a reseller

Staff security

Staff security clearance
Conforms to BS7858:2012
Government security clearance
None

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
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 SSAE-16 / ISAE 3402
Data sanitisation process
Yes
Data sanitisation type
Deleted data can’t be directly accessed
Equipment disposal approach
A third-party destruction service

Data importing and exporting

Data export approach
We have a broad array of APIs that let users export their data, as well as file extracts to CSV, Excel, and tab delimited formats.
Data export formats
  • CSV
  • Other
Other data export formats
  • Excel
  • Tab delimited
Data import formats
  • CSV
  • Other
Other data import formats
XML

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)
  • IPsec or TLS VPN gateway

Availability and resilience

Guaranteed availability
See terms and conditions
Approach to resilience
Uptime statics for the service are publicly available (https://status.accruent.com) and show a pattern of high availability and resilience. The service includes redundancy at all levels of the architecture to ensure recoverability from both operational issues and natural disasters.
Outage reporting
Uptime statistics for the service are publicly available (https://status.accruent.com) and show a pattern of high availability and resilience.

Identity and authentication

User authentication needed
Yes
User authentication
Username or password
Access restrictions in management interfaces and support channels
Access is restricted by ensuring user provisioning approvals and timely removal of users upon termination of employment. These procedures are externally reviewed as a part of the SSAE-16 assessments.
Access restriction testing frequency
At least once a year
Management access authentication
  • Dedicated link (for example VPN)
  • 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
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

ISO/IEC 27001 certification
Yes
Who accredited the ISO/IEC 27001
Lloyd's Register Quality Assurance
ISO/IEC 27001 accreditation date
22/03/2016
What the ISO/IEC 27001 doesn’t cover
Our data center provider in the UK has an ISO 27001 certification available. The software itself, and associated development practices, are not covered under the ISO 27001 certification.
ISO 28000:2007 certification
No
CSA STAR certification
No
PCI certification
No
Other security certifications
Yes
Any other security certifications
  • SSAE-16/ISAE-3402
  • Cyber Essentials

Security governance

Named board-level person responsible for service security
Yes
Security governance certified
Yes
Security governance standards
Other
Other security governance standards
Cyber Essentials and ISO27001 for the Equinix Data Center. The service also conforms to the CSEG 14 cloud security principles.
Information security policies and processes
Accruent has developed internal information security policies and processes aligned with industry standards. All Accruent employees are required to read and acknowledge our security policies, as well as complete Information Security and Privacy training in the Accruent Learninig Management System (LMS) on an annual basis.

Operational security

Configuration and change management standard
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Configuration and change management approach
Requests are prioritised and documented by product development teams. when development is completed, it is passed on to testing via a workflow tool. Only approved/tested changes are committed to release candidates. Further release testing occurs and at the time of release only approved/tested code is released. Continual web app security assessments are done on the service to ensure new vulnerabilities are not introduced.
Vulnerability management type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach
Vulnerabilites are evaluated based on CVSS ratings. Accruent maintains remediation targets for identified vulnerabilities based on criticality and standards for evaluating security fixes alongside feature requests and other development activities. Operating systems are kept in a current state to ensure continued supportability and to ensure critical security vulnerabilities are remediated.
Protective monitoring type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach
Security related events (AV, IDS, dynamic monitors) are collected and dynamically reported on using centralised interfaces. A formalised security incident handling process is pre-defined in the event that a breach occurs.
Incident management type
Conforms to a recognised standard, for example, CSA CCM v3.0 or ISO/IEC 27035:2011 or SSAE-16 / ISAE 3402
Incident management approach
A security incident handling process is pre-defined in the event that a breach occurs. A user can report incidents to Accruent Support or can reference the Accruent Privacy Policy on how to escalate concerns. Incidents are reported as needed to comply with laws and regulations.

Secure development

Approach to secure software development best practice
Conforms to a recognised standard, but self-assessed

Public sector networks

Connection to public sector networks
No

Pricing

Price
£72 a unit a year
Discount for educational organisations
Yes
Free trial available
No

Service documents

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