ROWANWOOD PROFESSIONAL SERVICES LIMITED

Rowanwood Apex - Property Asset Management System

Apex is an all-encompassing Property Asset Management solution designed and developed by Rowanwood to help organisations manage their property assets efficiently to achieve compliance. The system incorporates core Asset Management, Asbestos Management, Planned Maintenance & Investment programmes, Servicing & Inspections, Energy Management, Risk Management (Fire Risk, Legionella) and Mobile surveying.

Features

  • Highly flexible and user configurable housing asset management solution
  • Manages all aspects of property compliance to mitigate risk
  • Mobile surveying: Property surveying via integrated smartphone and tablets
  • Manages Property Servicing and Inspection processes
  • Production and delivery of maintenance and investment programmes
  • Quality Standards compliance at legaslative, local and aspirational levels
  • Energy management covering surveying, rating, modelling and EPC production
  • Financial sustainability modelling & option appraisal
  • Full contract management & contractor management
  • Asbestos risk management and stakeholder due dilligence

Benefits

  • Effective budgeting, financial control and business planning
  • Investment programme delivery for effective property management
  • Surveying & Inspections with data synchronisation using mobile devices
  • Effective compliance with all regulatory standards and governance
  • Compliance with Risk Management incorporating Health & Safety
  • Contractor engagement through collaboriative portal
  • Effective resource use, saving staff time and enabling efficiency savings
  • Single repositry of all asset management related information
  • Provides data analysis and key decision support prompts
  • High degrees of flexibility, customers can manage future business priorities

Pricing

£7,500 a licence a year

Service documents

Request an accessible format
If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at sales@rowanwood.ltd. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 12

Service ID

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

Contact

ROWANWOOD PROFESSIONAL SERVICES LIMITED Steve Brook
Telephone: 02039577780
Email: sales@rowanwood.ltd

Service scope

Software add-on or extension
No
Cloud deployment model
Private cloud
Service constraints
Core availability is 7am to 6pm Monday to Friday. Batch processing, upgrades, housekeeping and scheduled maintenance is performed outside of these core business hours.
System requirements
  • Personal Computer - Minimum specification:
  • Processor Speed: Minimum 2.0 Ghz Processor speed
  • RAM: Minimum 4Gb
  • Hard Disk Space: Minimum 40Gb free space
  • Network and Internet: Access to high speed hard wired Internet
  • Display Resolution: 1920 x 1200 / 1080 recommended
  • Operating System: Windows 10
  • Browser: IE 10 or IE 11
  • Mobile Devices: Separately maintained list of Rowanwood supported devices

User support

Email or online ticketing support
Email or online ticketing
Support response times
Support issues can be submitted 24 hours a day by email and portal. Telephone support is available 8am to 6pm Monday to Friday except for public and Bank Holidays. Response times defined against service level agreement with associated incident priorities.
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
No
Onsite support
Yes, at extra cost
Support levels
Rowanwood provide support services and assistance in line with our standard Service Level Agreement. When a customer ticket is raised they define the priority & impact and this is assigned to the incident, this in turn determines the expected 1st response, short term solution and target fix time.
The table below details our standard response times:
Sev 1 (Urgent), 1 hour response, 1 hour short term solution, 4 hour target fix
Sev 2 (High), 2 hour response, 5 day short term solution, 20 days target fix or next release
Sev 3 (Medium), 4 hour response, 10 day short term solution, target fix next release
Sev 4 (Low), 2 day response, mutual agreement short term solution, mutual agreement target fix

All support services are provided as part of the annual service fee.
We have dedicated support staff who are contactable during business hours by telephone and email. Customers receive 2 or more annual visits from a dedicated account manager.
Support available to third parties
No

Onboarding and offboarding

Getting started
Onboarding -
Rowanwood has its own hybrid project management methodology (based on best principles of PRINCE 2) and systems for monitoring the management and delivery of the project and to ensure that high levels of quality are consistently maintained throughout the life of the project and the delivery of the service.
We provide a dedicated project manager for the entire life of the project; their role will be to ensure that the project is managed and monitored through regular progress meetings with the customer and management reporting.
The customer is heavily involved in the whole process from the initial project launch meeting, through the design phase, training, and testing. We manage the implementation process jointly with the customer through an online project collaboration tool to manage tasks, resources, dependencies, milestones and risks.
Service documentation
Yes
Documentation formats
PDF
End-of-contract data extraction
Rowanwood can provide full data extracts for customers under the terms of the offboarding process. This will include extraction of the customer data in an agreed data format.
End-of-contract process
Offboarding -

Customers must provide 30 days’ notice, before the end of the initial term (or any subsequent renewal period).

Upon termination of the service, an exit plan will be agreed including data extract arrangements.

After contract termination all live customer data will be deleted.

On completion of the contract, all customer live data will be deleted alongside any customer backups.

Using the service

Web browser interface
Yes
Supported browsers
  • Internet Explorer 10
  • 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 surveying application (Survey Manager) is specicically designed to run on a mobile device (smartphone or tablet) and therefore not as a desktop service.

Our web user interface has been designed and implemented as a 'responsive solution' that will scale and re-size according to the mobile device. There are a small number of business modules that are still being re-developed to this new technology, these will be available by mid 2021, currently these can only be accessed using Internet Explorer.

The ‘Back office’ application is available through a browser and can be accessed via a mobile device.
Service interface
Yes
Description of service interface
The Apex Cloud-9 service is available and accessible through a web broswer. The surveying module is accessible via a locally installed application on the mobile devices.
Accessibility standards
None or don’t know
Description of accessibility
The solution adheres to many of the best practices and principles of WCAG 2.1A
Accessibility testing
None
API
Yes
What users can and can't do using the API
Rowanwood publish a standard set of user interfaces (API) to all customers. There are in excess of 80 user interfaces across the various business modules of the system. The user interfaces can be run as standard alone for users or be automated and managed system to system processes.
API documentation
Yes
API documentation formats
PDF
API sandbox or test environment
Yes
Customisation available
Yes
Description of customisation
Apex is a functionality rich and sophisticated modular business solution, it provides the customer with high levels of user managed configuration across all of the business modules. The majority of the modules can be customised and parameterised by those business users with sufficient levels of authority. Customers have the ability to define the data structures of the system to reflect their business structure, organisation, and business needs and processes. As business priorities change, the customer has the ability to re-configure the system to address its new requirements.

Other business modules supporting areas like Surveying , Quality Standards, Contract Management, Serving & Inspection and Health & Safety allow the customer to define business rules, create template business structures that are re-usable and workflow structures.

Consultany & development services can be provided by Rowanwood to tailor business processes specifically to a customers needs, priced as per SFIA.

Scaling

Independence of resources
Each customer has their own Apex instance in our Microsoft Azure Cloud (Cloud-9), meaning they are not adversely affected by others customers during periods of high demand.

Analytics

Service usage metrics
Yes
Metrics types
CPU,
Disk,
Memory,
Network
Reporting types
  • Regular reports
  • Reports on request

Resellers

Supplier type
Not a reseller

Staff security

Staff security clearance
Other security clearance
Government security clearance
Up to Baseline Personnel Security Standard (BPSS)

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
Another external penetration testing organisation
Protecting data at rest
Physical access control, complying with another standard
Data sanitisation process
No
Equipment disposal approach
A third-party destruction service

Data importing and exporting

Data export approach
The standard reporting within Apex includes the ability for customers to output their data in Excel, CSV or PDF formats. The inbuilt reporting tool also outputs the customer data in MS Excel pivot tables and charts. Customers can utilise any of the 600 pre-configured reports to output the data or use our Report Designer module to create their own customised reports based on specifically designed business data sources. Apex also provides standard scheduling and output of reports and data outputs using our in-built Autojob schedule and automation tool.
Data export formats
  • CSV
  • Other
Other data export formats
  • XLS
  • PDF
Data import formats
CSV

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
Our solution is hosted on Microsoft Azure, our standard service hours are 7am-6pm Monday to Friday (excluding UK Bank Holidays).

Organisations have access to the solution during standard service hours with an uptime availability of 99.8% against a defined service level agreement (SLA).
Approach to resilience
High availablity: Maintaining acceptable continuous performance despite temporary failures in services, hardware, datacentres, or fluctuations in load.

Disaster recovery: Protection against loss of an entire region through asynchronous replication of failover of virtual machines.

Backup: Replication of virtual machines and data.
Outage reporting
Scheduled maintenance will be outside of the standard service hours. Maintenance will be arranged with a minimum of 3 working days notice and will contain a detailed description of the planned activities and a back out plan.

Unplanned outages will be managed and notified via our support team.

Identity and authentication

User authentication needed
Yes
User authentication
Username or password
Access restrictions in management interfaces and support channels
All users have named accounts, access is restricted through security administrator defined and maintained security groups based on job roles and associated permissions.
Access restriction testing frequency
At least once a year
Management access 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
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
Between 6 months and 12 months

Standards and certifications

ISO/IEC 27001 certification
No
ISO 28000:2007 certification
No
CSA STAR certification
No
PCI certification
No
Other security certifications
Yes
Any other security certifications
Cyber Essentials Plus

Security governance

Named board-level person responsible for service security
Yes
Security governance certified
No
Security governance approach
Rowanwood takes information security very seriously and ensures that its overarching ISMS framework is adequately aligned to its business. Information Security is driven by the board of directors and forms an agenda item at each board meeting. The Board of Directors ensures that the importance of Information Security is regularly communicated to all members of staff. Rowanwood takes a holistic approach by:
1) Identifying assets, risk and mitigation policies;
2) The implementation and adoption of robust policies;
3) Undertaking Information Security awareness and training;
4) ISMS audit and assurance activities based on ISO27001
best practice;
5) Agile change and amendment
Information security policies and processes
We have clearly defined policies, processes and procedures for compliance with GDPR data protection laws which are implemented by our internal management and reporting structures.

We adhere to the principles and best practice of ISO 27001.

Operational security

Configuration and change management standard
Supplier-defined controls
Configuration and change management approach
Configuration and Change Management are managed within the Rowanwood Support Desk solution (FreshDesk).

All requested changes to the Cloud-9 infrastructure are firstly recorded as Service Requests within FreshDesk.

SR’s are reviewed and approved on a weekly basis by the SMT and members of the technical team.

All authorised changes are then implemented as part of a controlled process normally outside of core business hours and under controlled conditions.

Rowanwood's Configuration and Change Management process' follow the principles of ISO27001.

Risk is always accessed and risk mitigation factors are always considered. 14 days is allowed before Change Requests are closed.
Vulnerability management type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach
Vulnerability management and monitoring is undertaken as part of our Gold Managed Service subscription provided by our Cloud solutions integrator. Azure Lighthouse and Azure Security Centre Standard are deployed.
Vulnerability and Management services include: AntiVirus and Malware protection, pro-active monitoring of Security centre alerts, detection of abnormal user behaviour and detection and alert against SQL databases and annual security assessments.

Rowanwood incorporates Azure Appliance Management which includes managed firewall and load balancer technology.

Server patching is performed on a weekly basis and software upgrades as deployed.

Rowanwood has in place an overarching Incident Response policy for any larger scale issues.
Protective monitoring type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach
Rowanwood, in conjunction with our Azure service integrator adopts a pro-active approach to solution monitoring. Our Microsoft Azure service is ISO27001 accredited and uses Online Services Security and Compliance (OSSC) and Information Security Management System (ISMS) framework to ensure high levels of security for all online services. We regularly evaluate the framework's effectiveness to ensure on-going development of cloud computing is reflected in its regulation of data centres. Microsoft then runs three programmes - Information Security Management Forum, Risk Assessment Programme and Information Security Policy Programme to identify risk and develop policies to protect data centres providing Azure services.
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
Rowanwood has adopted a Major Incident management process that conforms with ISO27001 best practice. It includes identification, investigation, eradication, containment, recovery and reporting.

In addition GDPR obligatory requirements are incorporated ensuring that all major incidents can be reported to Data Controllers with 72 hours of becoming aware.

All incidents are managed within the Rowanwood incident management software FreshDesk.

Secure development

Approach to secure software development best practice
Supplier-defined process

Public sector networks

Connection to public sector networks
No

Pricing

Price
£7,500 a licence a year
Discount for educational organisations
No
Free trial available
No

Service documents

Request an accessible format
If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at sales@rowanwood.ltd. Tell them what format you need. It will help if you say what assistive technology you use.