Zeal Solutions Limited

operations management

PROCLUS platform which enables users to manage operations by supporting: incident management, safety alerts, asset management, lessons identified and learning, skills monitoring and more.

Features

  • Remote access
  • Bespoke
  • Real-time reporting
  • Permission based
  • Secure
  • Multiple and integrated application

Benefits

  • Access key information anytime
  • Support shared awareness
  • Increase confidence
  • Increase lessons identified

Pricing

£1560 per licence per year

Service documents

G-Cloud 11

230365415569225

Zeal Solutions Limited

Antonio Zarola

07801282196

tony@zealsolutions.co.uk

Service scope

Service scope
Software add-on or extension No
Cloud deployment model Private cloud
Service constraints Support is offered during normal business hours (UK time). 24/7 can be provided at additional costs.
System requirements Use of up to date browsers

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Responses are often close to immediate and within 10 minutes. However, we have a policy to ensure tickets are reviewed and responses are provided within 1 hour. If the service has been paid for, then response times are the same at the weekend. Otherwise, support is provided during normal business hours.
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 Yes, at extra cost
Support levels Support is provided at the following levels:

Zeal shall provide the following support services during the Support Hours.
(a) advice by e-mail on the use of the Software Service; and
(b) the diagnosis of Errors in the Software Service and instructions as to the rectification of such Errors by email or by remote access.

As soon as practicable after the Client becomes aware of an Error, it shall:
(a) notify Zeal by telephone of the circumstances in which it arose and provide all additional available information to Zeal regarding such Error; and
(b) if required, provide Zeal with all access to the Client’s system and audit logs necessary to enable Zeal to rectify such Error.

Blocker: within 1 hour
Critical :within 4 hours
Major: within 24 hours
Minor: within 48 hours

There is no additional charge for standard support. Dedicated support will be calculated on request/application.
Support available to third parties No

Onboarding and offboarding

Onboarding and offboarding
Getting started Users are trained either online or onsite. User guidance is available for download from our application.
Service documentation Yes
Documentation formats
  • HTML
  • PDF
End-of-contract data extraction User data is extracted into a CSV file. This is currently initiated and provided by Zeal Solutions.
End-of-contract process Once a contract has ended the access to the application will also end. As we can no longer support users correctly.

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • 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 Key features / functions that are mobile friendly will render for mobile devices. However, we can also bespoke aspects of the application to suit client requirements.
API No
Customisation available Yes
Description of customisation Fields, permissions and reports can customised. If users are using one of our survey applications, questions can also be customised. Customisation is completed through a requirements gathering exercise that support implementation of the service. Customisation is completed by Zeal Solutions.

Scaling

Scaling
Independence of resources We have a guaranteed up time and ensure there can be concurrent users on the software. The software is continuously monitored to ensure it is performing as required.

Analytics

Analytics
Service usage metrics No

Resellers

Resellers
Supplier type Not a reseller

Staff security

Staff security
Staff security clearance Conforms to BS7858:2012
Government security clearance Up to Security Clearance (SC)

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 Managed by a third party
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 CSA CCM v3.0
  • Encryption of all physical media
  • Scale, obfuscating techniques, or data storage sharding
Data sanitisation process Yes
Data sanitisation type Deleted data can’t be directly accessed
Equipment disposal approach In-house destruction process

Data importing and exporting

Data importing and exporting
Data export approach Data can be exported into Excel as a CSV file by using the available report/export functions.
Data export formats CSV
Data import formats CSV

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)
  • IPsec or TLS VPN gateway

Availability and resilience

Availability and resilience
Guaranteed availability Zeal shall meets (and exceeds) agreed Software Service connectivity targets of 99.5% for each calendar month (“Uptime Connectivity Target”).

Availability measurement shall be carried out by Zeal and is based on the monthly average percentage availability, calculated at the end of each calendar month as the total actual uptime minutes divided by total possible uptime minutes in the calendar month where (i) "actual uptime minutes" is the number of minutes during which the Client is able to log into and access the Software Service; and (ii) any minute during which the Software Service was Unavailable (other than as a result of any Exclusions) is not considered to be an “actual uptime minute”.
Approach to resilience Available on request.
Outage reporting Email alerts

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication Username or password
Access restrictions in management interfaces and support channels The separation between users of digital service management interfaces is performed in software. Where appropriate we also use penetration tests, to assess the strength of separation within digital service management interfaces.
Access restriction testing frequency At least once a year
Management access authentication
  • Dedicated link (for example VPN)
  • Username or password

Audit information for users

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 User-defined
How long system logs are stored for User-defined

Standards and certifications

Standards and certifications
ISO/IEC 27001 certification No
ISO 28000:2007 certification No
CSA STAR certification No
PCI certification No
Other security certifications No

Security governance

Security governance
Named board-level person responsible for service security Yes
Security governance certified No
Security governance approach We clearly link security activities to organisational goals and priorities
We identify the individuals, at all levels, who are responsible for making security decisions and empower them to do so
We ensure everyone is accountable for decisions
Security is considered part of our business - it works alongside other business priorities, such as employee health and safety, or financial governance.
Information security policies and processes We have a range of polices (available upon request). All staff are trained and made aware of the polices and procedures and receive annual refreshers to ensure they remain compliant.

Operational security

Operational security
Configuration and change management standard Supplier-defined controls
Configuration and change management approach We have a workflow process that we follow that allows us to review change requests and implement procedures for allowing change/configuration changes to take place. This includes conducting risk assessments including business impact analysis.
Vulnerability management type Supplier-defined controls
Vulnerability management approach We continually monitor threats to our services through a third party supplier. Security updates and patches are deployed according to the outcomes of any risk and impact analysis.
Protective monitoring type Supplier-defined controls
Protective monitoring approach This is conducted through our third party supplier.
Incident management type Supplier-defined controls
Incident management approach We have a case recording procedure which allows for all incidents to be recorded and reviewed.

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 £1560 per licence per year
Discount for educational organisations No
Free trial available No

Service documents

pdf document: Pricing document pdf document: Terms and conditions
Service documents
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