INCESSANT TECHNOLOGIES (UK) LIMITED

PEGA Production Support Framework (iCLEAR)

iCLEAR, Incessant's Production Support Framework provides common logging, error handling and reporting for BPM applications. Its portal provides several features to enable support engineers, administrators and business teams analyse and process failed transactions. A robust, yet flexible and a one-stop solution that can easily plug into existing or under-development applications.

Features

  • Production Support, Incident Management, Error Logging
  • Self-healing and auto-resolution based on approval
  • Workflow for Incident Creation, management, delegation
  • Activity Monitoring and reporting
  • SMS, Email Alerts on Incidents and smart response
  • Process Modelling, orchestration, optimization for Incidents
  • Enhanced security per instance per application per server

Benefits

  • Reduce Incident Management resolution by about 95%
  • Improve SLAs for defects / incidents by 75%
  • Reduce time to view log files by 90% across JVMs

Pricing

£200 to £900 per person per day

  • Education pricing available

Service documents

Framework

G-Cloud 11

Service ID

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

Contact

INCESSANT TECHNOLOGIES (UK) LIMITED

Gurunathan Karuppasamy

+44 7424413368

ukoffice@incessanttechnologies.com

Service scope

Software add-on or extension
No
Cloud deployment model
Hybrid cloud
Service constraints
No
System requirements
Pegasystems Pega 7 Platform

User support

Email or online ticketing support
Email or online ticketing
Support response times
This is subject to the individual contractual agreements for each engagement.
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
Onsite support
Support levels
We provide application support at three levels:
Level1 support :
Level 1 support provides resolution to minor issues within an application

Level2 support:
Level 2 support will provide a secondary resolution function and management of solution configuration

Level3 support:
The Level 3 support will provide advanced technology diagnosis and resolution.

The cost of each level of support is subject to different parameters per contract; e.g. the size of application, the hours of support required etc.
Support available to third parties
Yes

Onboarding and offboarding

Getting started
We provide training both onsite as well as online through channels such as video conferencing. The duration and medium of training is mutually agreed upon.
We also provide user manual as part of our service which details the usage of delivered application for different categories of application users.
Service documentation
Yes
Documentation formats
PDF
End-of-contract data extraction
The application provides out of the box data export functionality using which users can filter and export their data in CSV/Excel file formats from the application.
Incessant also provides bulk data extraction service in case required to provide full extract of live as well as historical data from the application into staging database tables or CSV/Excel file formats. This data can then be imported into any other application later on.
End-of-contract process
The original contract by default does not include decommissioning of the application. Since the amount of data to be extracted would keep on increasing with time, an assessment is performed to identify the effort required for data extraction and decommissioning once the decision is made to discontinue the usage of the application. Accordingly the cost of extraction and decommissioning is determined.

Using the service

Web browser interface
Yes
Supported browsers
  • Internet Explorer 7
  • Internet Explorer 8
  • Internet Explorer 9
  • Internet Explorer 10
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
  • Opera
Application to install
Yes
Compatible operating systems
  • Android
  • IOS
  • Linux or Unix
  • MacOS
  • Windows
  • Windows Phone
Designed for use on mobile devices
Yes
Differences between the mobile and desktop service
The UI is dynamic and responsive and hence all features available on desktop are also available through mobile.
Service interface
No
API
Yes
What users can and can't do using the API
Users can configure REST and SOAP services through our API. Users can send requests and receive response from through the services configured using our APIs.
API documentation
Yes
API documentation formats
  • HTML
  • PDF
API sandbox or test environment
Yes
Customisation available
Yes
Description of customisation
We deliver services on top of a BPM or Case Management Platform which provides a model driven environment for configuration of business processes, rules, user interfaces, SLAs etc. Therefore, all these nuances can be customized by the administrative users who are authorized and trained to perform such customization. Authorized users can customize these through a web based user-friendly interface

Scaling

Independence of resources
We use standard global cloud services hosting platforms to host our applications which take care of independence of resources in case of concurrent access by multiple users.

Analytics

Service usage metrics
Yes
Metrics types
The application provides out of the box metrics such as Case SLA Adherence, Case Ageing, Pending Case Status, User Performance etc. Besides, users can also configure their own reports in the application as the application provides a simple drag and drop interface for creating reports.
Reporting types
  • Real-time dashboards
  • Regular reports

Resellers

Supplier type
Not a reseller

Staff security

Staff security clearance
Other security clearance
Government security clearance
Up to Security Clearance (SC)

Asset protection

Knowledge of data storage and processing locations
Yes
Data storage and processing locations
  • United Kingdom
  • European Economic Area (EEA)
  • EU-US Privacy Shield agreement locations
User control over data storage and processing locations
Yes
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
Another external penetration testing organisation
Protecting data at rest
Encryption of all physical media
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
The application provides out of the box data export functionality using which users can filter and export their data in CSV/Excel file formats from the application.
Data export formats
  • CSV
  • Other
Other data export formats
Excel
Data import formats
CSV

Data-in-transit protection

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

Availability and resilience

Guaranteed availability
Monthly uptime percentage of 99.95% is the typical SLA adhered to in our service provisions. In the event of Monthly uptime percentage not meeting the SLA during subscription month, a service credit will be provided.
Approach to resilience
This information will be available on request.
Outage reporting
The outages are reported through dashboards and email alerts.

Identity and authentication

User authentication needed
Yes
User authentication
Username or password
Access restrictions in management interfaces and support channels
The access restriction in management portals/interfaces and support channels through Access Groups. Each user is associated to one or more access groups. The access group associated with a user helps in defining the accessibility of the user to different portals within the application. It also determines which roles (such as Management role, Support role) the user can take within the application.
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
You control when users can access audit information
How long user audit data is stored for
User-defined
Access to supplier activity audit information
Users have access to real-time audit information
How long supplier audit data is stored for
User-defined
How long system logs are stored for
User-defined

Standards and certifications

ISO/IEC 27001 certification
Yes
Who accredited the ISO/IEC 27001
TUV
ISO/IEC 27001 accreditation date
09/09/2015
What the ISO/IEC 27001 doesn’t cover
This will be available on request.
ISO 28000:2007 certification
No
CSA STAR certification
No
PCI certification
Yes
Who accredited the PCI DSS certification
M. Kuppuswamy PSG & Co LLP
PCI DSS accreditation date
27/03/2017
What the PCI DSS doesn’t cover
This will be available on request.
Other security certifications
No

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 are certified ISO27001 and PCIDSS. We follow the processes as per these standards.

Operational security

Configuration and change management standard
Supplier-defined controls
Configuration and change management approach
This information will be available on request.
Vulnerability management type
Undisclosed
Vulnerability management approach
We have a documented vulnerability management process. This process is reviewed by an independent third party at least once in a year. The process is aligned as per the requirement of ISO2001 and PCIDSS. Detailed process document will be available on request.
Protective monitoring type
Undisclosed
Protective monitoring approach
We have a documented protective monitoring process. This process is reviewed by an independent third party at least once in a year. The process is aligned as per the requirement of ISO2001 and PCIDSS. Detailed process document will be available on request.
Incident management type
Undisclosed
Incident management approach
We have a documented incident management process. This process is reviewed by an independent third party at least once in a year. The process is aligned as per the requirement of ISO2001 and PCIDSS. Detailed process document will be available on request.

Secure development

Approach to secure software development best practice
Supplier-defined process

Public sector networks

Connection to public sector networks
No

Pricing

Price
£200 to £900 per person per day
Discount for educational organisations
Yes
Free trial available
No

Service documents

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