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.
- 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
- 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.
£600 per unit
Harbour Technology Limited
(01872) 300 833
|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|
|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|
|Web chat support||No|
|Onsite support||Yes, at extra cost|
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
|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.|
|End-of-contract data extraction||Created text content will be provided in text files - images will be provided as image files.|
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
|Web browser interface||Yes|
|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.|
|Independence of resources||Cloud hosting services will scale their capacity to manage user load.|
|Service usage metrics||No|
|Supplier type||Not a reseller|
|Staff security clearance||Other security clearance|
|Government security clearance||Up to Security Clearance (SC)|
|Knowledge of data storage and processing locations||Yes|
|Data storage and processing locations||
|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 export approach||Email request for content provision.|
|Data export formats||CSV|
|Data import formats||CSV|
|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
|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
|User authentication needed||Yes|
|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
|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
|ISO/IEC 27001 certification||No|
|ISO 28000:2007 certification||No|
|CSA STAR certification||No|
|Other security certifications||No|
|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.
|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.|
|Approach to secure software development best practice||Supplier-defined process|
Public sector networks
|Connection to public sector networks||No|
|Price||£600 per unit|
|Discount for educational organisations||No|
|Free trial available||No|
|Pricing document||View uploaded document|
|Service definition document||View uploaded document|
|Terms and conditions document||View uploaded document|