Oneserve Ltd

Oneserve Enterprise Field Service Management

Oneserve’s unified field service management platform gives visibility and control of data and field service operations. Optimised with built-in communications for mobile teams. Oneserve handles the entire lifecycle of any job across all housing/commercial facilities with intelligent scheduling, invoicing and IoT for Legionella Monitoring in Water systems/fire safety monitoring.

Features

  • Workflow Builder
  • Scheduling and Dispatch
  • Mobile Working
  • Forms and Surveys
  • Parts and Stock Control
  • Asset Management
  • Customer Management
  • Workforce Management
  • Finance and Analytics
  • Predictive Field Service

Benefits

  • Build streamlined, automated workflows for high quality and consistent processes.
  • Schedule intelligently to increase first time fix and utilisation rates.
  • Give your entire organisation real-time visibility wherever they are.
  • Design bespoke forms and surveys for an electronic audit trail.
  • Track parts, automate stock replenishment and integrate with suppliers.
  • Track the status and analyse the performance of all assets.
  • Plan, coordinate, complete, update and monitor your entire service delivery.
  • Optimise your business processes for consistent, collaborative working.
  • Manage budgets and use collated data to generate actionable insights.
  • Predict failures before they happen by leveraging big data.

Pricing

£21 to £72 per licence per month

Service documents

G-Cloud 10

320344795138069

Oneserve Ltd

Sales Department

01392367367

sales@oneserve.co.uk

Service scope

Service scope
Software add-on or extension No
Cloud deployment model Private cloud
Service constraints No constraints that fall outside of standard operating parameters. These parameters are discussed in detail with all clients, i.e. periods for critical scheduled maintenance, etc. We do not enforce constraints based on technology outside of support for modern browsers versions.
System requirements
  • Service is consumed via web browsers.
  • We support all modern browser versions.

User support

User support
Email or online ticketing support Email or online ticketing
Support response times P1 - 0.5 Hour
P2 - 2 Hours
P3 - 8 Hours
User can manage status and priority of support tickets Yes
Online ticketing support accessibility WCAG 2.0 AA or EN 301 549
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 Enterprise customers receive support in accordance with our standard SLAs.

This provides direct portal support, direct telephone support to our dedicated support team and access to our help centre documentation. Support hours are 7:30am to 5:30pm Monday to Friday as standard, but extended services are available on request and at a charge.

This includes out of hours support for urgent issues and Saturday support.

Lite customers have access to our dedicated support team via the online portal for high and urgent issues and have access to the help centre documentation. Support hours are 7:30am to 5:30pm with no option to extend.

All customers are allocated a dedicated Client Success Manager, who will meet and/or contact customers at agreed intervals to ensure they maximise the benefits of Oneserve and to ensure we understand their business direction, requirements and expectations.
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started Oneserve offer ‘Positioning’ training to ensure the end users understand the system and the context to which their decisions apply.

During project implementations we deploy a team to site to work directly with in-house teams to work through agreed sections of configuration, building integration and testing.

We use Conference Room Prototypes (CRP) to reduce the risk to a project. The process visualises validating requirements and design at the early stages, helping compress timelines and improve user adoption. We provide comprehensive detailed specification, functional and technical solution design together with intricate process maps and workflows. Each of these ensure all processes are easy to understand with step-by-step information, actions and outputs.

We also provide online help guides via our help centre and pre release webinars to share new functionality in advance of an upgrade. Onsite/offsite training can also be purchased as required.

Lite customers receive unlimited access to online help documents coupled with a series of webex meetings from a dedicated Oneserve implementer to ensure the setup, import of data and familiarisation of the product is maximised.
Service documentation Yes
Documentation formats
  • HTML
  • PDF
End-of-contract data extraction Oneserve provide a Data Cut and copy of file system either by SFTP or encrypted on a removable data device provided by the customer.
End-of-contract process After the customer has given notice, Oneserve will liaise with the customer to arrange transfer of their data. Once a date and the mechanism for providing the data has been established, the data will be returned and the system switched off. Data will be archived and can be requested or restored at a later date for a charge.

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
Application to install No
Designed for use on mobile devices Yes
Differences between the mobile and desktop service Our mobile service displays and formats our product using a responsive design that dynamically adjusts to mobile screen sizes.
Accessibility standards WCAG 2.0 AA or EN 301 549
Accessibility testing None
API Yes
What users can and can't do using the API Our API’s support an extensive array of functions (too many to simply list). Our API’s support user/contact, organisation, job, appointment, activity, asset, part creation, amendment and delete. All customers can be provided API access, subject to specific requirements. Access is controlled via auth and token methods. API’s support RESTful, JSON and XML methods.
API documentation Yes
API documentation formats
  • HTML
  • PDF
API sandbox or test environment Yes
Customisation available Yes
Description of customisation Both the term, volume of licences (users) and product/service functionality can be varied to meet client needs.

Scaling

Scaling
Independence of resources All of our customer application instances operate within their own isolated containers, thus separated from our customer workloads or data cross-access attempts or impacts.

Analytics

Analytics
Service usage metrics Yes
Metrics types Service uptime, performance (APDEX scores), service quality, incident timings, responsiveness, support statistics.
Reporting types
  • Real-time dashboards
  • Regular reports

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
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 ‘IT Health Check’ performed by a Tigerscheme qualified provider or a CREST-approved service provider
Protecting data at rest Physical access control, complying with SSAE-16 / ISAE 3402
Data sanitisation process No
Equipment disposal approach A third-party destruction service

Data importing and exporting

Data importing and exporting
Data export approach Export via; (a) standard product functionality, (b) through a bespoke data-cut service or (c) via Oneserve standard support functions.
Data export formats CSV
Data import formats
  • CSV
  • ODF
  • Other
Other data import formats
  • XLS
  • XML
  • JSON

Data-in-transit protection

Data-in-transit protection
Data protection between buyer and supplier networks
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Other
Other protection between networks TLS v1.2 or above (no forms of lower cipher levels are permitted). To meet specific client requirements, we are able to support IPsec or TLS VPN connectivity. We do not support non SSL connectivity.
Data protection within supplier network
  • TLS (version 1.2 or above)
  • Other
Other protection within supplier network Using SSL and TLS ciphers, version 1.2 or above.

Availability and resilience

Availability and resilience
Guaranteed availability We target service availability of 99.5% for the contracted service window.
Approach to resilience Our services operate in controlled data centre hosting environments managed by Rackspace. All systems are architected using clustered methods with no single points of failure. We also operate a secondary data centre environment which is provisioned and ready to support customer usage as required, for the purposes of supporting DR.
Outage reporting Email alerts.

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication
  • Public key authentication (including by TLS client certificate)
  • Dedicated link (for example VPN)
  • Username or password
Access restrictions in management interfaces and support channels All access is person and role specific as agreed between ourselves and each client. Restricted access is controlled via either username/password, token or PKI methods.
Access restriction testing frequency At least once a year
Management access authentication
  • Public key authentication (including by TLS client certificate)
  • 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 Between 6 months and 12 months
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 1 month and 6 months

Standards and certifications

Standards and certifications
ISO/IEC 27001 certification Yes
Who accredited the ISO/IEC 27001 British Standards Institute (BSi)
ISO/IEC 27001 accreditation date 21/10/2009
What the ISO/IEC 27001 doesn’t cover Our back-office sales, marketing & finance functions.
ISO 28000:2007 certification No
CSA STAR certification Yes
CSA STAR accreditation date 07/03/2017
CSA STAR certification level Level 3: CSA STAR Certification
What the CSA STAR doesn’t cover None
PCI certification No
Other security certifications Yes
Any other security certifications Cyber Security Essentials

Security governance

Security governance
Named board-level person responsible for service security Yes
Security governance certified Yes
Security governance standards
  • ISO/IEC 27001
  • Other
Other security governance standards Cyber Security Essentials for all business, product and service functions. Our secure data centre hosting partner is accredited to ISO27001.
Information security policies and processes We operate a cross-selection of information security policies, managed and enforced at board level including; starters & leavers, acceptable use policy, information awareness policy, information security policy etc. We periodically verify staff awareness and compliance to our policies, supported at executive level.

Operational security

Operational security
Configuration and change management standard Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Configuration and change management approach All application, code, configuration, build and environment change follows an agreed and standardised change recording and approval process. We operate multiple controlled environments; development, test, UAT and production (including a separate DR environment) to ensure all changes are verified and tested prior to being released to client or production systems/services. All exceptions are tracked and reviewed.
Vulnerability management type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach We adopt a 3-phase approach to vulnerability management. (a) we review all high-risk vulnerabilities on a daily basis (day zero threats) and apply actions accordingly, (b) we undertake vulnerability assessments on a quarterly basis using our own engineering resources which aligns to our quarterly release cycles and (c) we engage annually (at least) with our CHECK/CREST accredited partner to undertake vulnerability testing on our business and products/services.
Protective monitoring type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach Our protective monitoring solution is managed via AlertLogic and our hosting provider, Rackspace. This is a 24x7 managed services monitoring all of our estate, products and services. They employ standard operating procedures, and undertake remedial and communication actions as required specific to the event detection. This is escalated to Oneserve engineering staff immediately on detection and also escalated to senior management immediately. The incident is managed between Oneserve and the Rackspace AlertLogic operations team to remediation or conclusion. Our customers are informed within 72 hours.
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 We operate a technical and customer support desk for all service incidents. Incidents that cannot be resolved by our support desk will be immediately escalated to the relevant 2nd, 3rd or 4th line team or partner. The support desk team manage the life of the service incident to conclusion. Our customer is informed periodically and/or when support activities/changes take place, until full remedy. Any service incident causing impact to more than a single customer or remaining unresolved for longer than 1hr, are escalated to senior management immediately and a major incident support process triggered.

Secure development

Secure development
Approach to secure software development best practice Conforms to a recognised standard, but self-assessed

Public sector networks

Public sector networks
Connection to public sector networks No

Pricing

Pricing
Price £21 to £72 per licence per month
Discount for educational organisations No
Free trial available No

Documents

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