Harbour Technology Limited

Documentation and Online User Guides

We offer a full discovery and creation service to fully understand your systems and then create user documentation and system maintenance guides to fully support your learning and support outcomes. This includes: Digital user manuals, Help and guides (Cloud-based), User Help files (Windows based), Knowledge bases etc.

Features

  • Digital user manuals, Help and guides (Cloud-based)
  • User Help files (Windows based)
  • Knowledge bases
  • Quick reference cards
  • Policies and Procedures
  • Training Materials
  • Full documentation management services

Benefits

  • Better user engagement through consistent tangible learning media.
  • Standardised training materials will support cascade learning and workshops.
  • Online help / knowledge-bases will mean less calls to help-desks.
  • Better alignment to policies and procedures through consistent user learning.

Pricing

£600 per unit

Service documents

G-Cloud 10

304076379151939

Harbour Technology Limited

Matt Hosking

(01872) 300 833

enquiries@harbourtechnology.co.uk

Service scope

Service scope
Software add-on or extension No
Cloud deployment model Public cloud
Service constraints There will be planned and published maintenance windows throughout the year - these will be out of core hours and typically will be 4-6 times a year.
System requirements Web (http/https) browsers of up to 4 years age

User support

User support
Email or online ticketing support Yes, at extra cost
Support response times 1 working day response time to tickets raised.
User can manage status and priority of support tickets No
Phone support No
Web chat support No
Onsite support Yes, at extra cost
Support levels Email support. Typically £50 - £100 per user per month for small systems - typically £10 - £50 for large systems.

On-site support. Charged at prevailing rate-card cost (per day) plus travel & accommodation.
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started User documentation will be provided to explain how to access our documentation services, this will normally be provided online via browser link. Onsite training is also available as per rate card.
Service documentation Yes
Documentation formats
  • HTML
  • PDF
End-of-contract data extraction Created text content will be provided in text files - images will be provided as image files.
End-of-contract process At end of contract, if content is required to be handed over, then this will be passed to the customer in file formats (normally on CD). A small charge will be levied for content extraction and provision.

All other activities to switch off the service, and conclude the contract will be factored into the original contract price.

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 10
  • Internet Explorer 11
  • Microsoft Edge
  • Chrome
  • Safari 9+
  • Opera
Application to install No
Designed for use on mobile devices Yes
Differences between the mobile and desktop service Dynamic scaling will change the layout and menu structures of content. Content will be available but layout may not be optimised for the mobile user experience.
Accessibility standards WCAG 2.0 A
Accessibility testing Some screen enlargement applications have been tried. Our product is text and image based and rendered on browsers so we rely on any tools already installed by/for the users for assistive support.
API No
Customisation available No

Scaling

Scaling
Independence of resources Cloud hosting services will scale their capacity to manage user load.

Analytics

Analytics
Service usage metrics No

Resellers

Resellers
Supplier type Not a reseller

Staff security

Staff security
Staff security clearance Other security clearance
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
  • European Economic Area (EEA)
User control over data storage and processing locations Yes
Datacentre security standards Managed by a third party
Penetration testing frequency Less than once a year
Penetration testing approach In-house
Protecting data at rest Physical access control, complying with another standard
Data sanitisation process No
Equipment disposal approach In-house destruction process

Data importing and exporting

Data importing and exporting
Data export approach Email request for content provision.
Data export formats CSV
Data import formats CSV

Data-in-transit protection

Data-in-transit protection
Data protection between buyer and supplier networks Other
Other protection between networks This is mostly non applicable. Data transfer would be by email.
Data protection within supplier network Legacy SSL and TLS (under version 1.2)

Availability and resilience

Availability and resilience
Guaranteed availability Availability will be discussed and service levels agreed per client. As our service is a supporting and wholly non-transactional service it does not normally carry high availability SLA's.
Approach to resilience Available on request, we would normally use AWS.
Outage reporting Email alerts

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication
  • Limited access network (for example PSN)
  • Username or password
Access restrictions in management interfaces and support channels No access is granted in management interfaces and support channels as our product (documentation) is not normally user-managed.
Access restriction testing frequency At least once a year
Management access 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 User-defined
Access to supplier activity audit information You control when users can access 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 Due to the nature of the product we supply, we have limited security governance concerns. There are six security governance principles we consider: namely, responsibility, strategy, acquisition, performance, conformance, and human behaviour, and we use these to direct the security efforts of our company.
Information security policies and processes Information will be protected in line with all relevant company policies and legislation, notably those relating to data protection, human rights and freedom of information where relevant.
Each information asset will have a nominated owner who will be assigned responsibility for defining the appropriate uses of the asset and ensuring that appropriate security measures are in place to protect the asset.
Information will be made available solely to those who have a legitimate need for access.
All information will be classified according to an appropriate level of security.
The integrity of information will be maintained.
Information will be protected against unauthorised access.

Operational security

Operational security
Configuration and change management standard Supplier-defined controls
Configuration and change management approach As our product is essentially documentation, we use version control to manage changes throughout the product lifecycle. For "cloud-based" web offerings we use code control and build versions which are cataloged inside our repository toolset to manage our SDLC including live, BAU and sunsetting processes.
A security impact assessment will be made on each deployment as a part of release management activities.
Vulnerability management type Supplier-defined controls
Vulnerability management approach Threats are assessed on a per customer basis and depend entirely on deployment environment. We would work with our customer to agree a threat matrix and required actions prior to deploying any services.
Patching would typically be quarterly for maintenance, other bespoke patching could be deployed within 5 working days.
Threat information would come from our client, and from our own 3rd Party Vulnerability scanner software.
Protective monitoring type Supplier-defined controls
Protective monitoring approach This has not been requested of us in the past. We can implement full user audit on our documentation service if needed to monitor for unusual access patterns etc. We will respond in what manner we agree with our client (normally email or phone call). Response time to incidents will depend on any maintenance agreement with the end client - detection would potentially be trigger based so detection would be fairly immediate.
Incident management type Supplier-defined controls
Incident management approach We will agree this with our customer on engagement. Due to the nature of our product being a non-critical and supporting service, our policy is to plug in to our customers incident management framework where at all possible.

Secure development

Secure development
Approach to secure software development best practice Supplier-defined process

Public sector networks

Public sector networks
Connection to public sector networks No

Pricing

Pricing
Price £600 per unit
Discount for educational organisations No
Free trial available No

Documents

Documents
Pricing document View uploaded document
Service definition document View uploaded document
Terms and conditions document View uploaded document
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