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.
- 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
- 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.
£21 to £72 per licence per month
|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.|
|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 availability||9 to 5 (UK time), Monday to Friday|
|Web chat support||No|
|Onsite support||Yes, at extra cost|
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
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.
|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
|Web browser interface||Yes|
|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|
|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 formats||
|API sandbox or test environment||Yes|
|Description of customisation||Both the term, volume of licences (users) and product/service functionality can be varied to meet client needs.|
|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.|
|Service usage metrics||Yes|
|Metrics types||Service uptime, performance (APDEX scores), service quality, incident timings, responsiveness, support statistics.|
|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||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 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||
|Other data import formats||
|Data protection between buyer and supplier networks||
|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||
|Other protection within supplier network||Using SSL and TLS ciphers, version 1.2 or above.|
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
|User authentication needed||Yes|
|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||
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
|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|
|Other security certifications||Yes|
|Any other security certifications||Cyber Security Essentials|
|Named board-level person responsible for service security||Yes|
|Security governance certified||Yes|
|Security governance standards||
|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.|
|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.|
|Approach to secure software development best practice||Conforms to a recognised standard, but self-assessed|
Public sector networks
|Connection to public sector networks||No|
|Price||£21 to £72 per licence per month|
|Discount for educational organisations||No|
|Free trial available||No|
|Pricing document||View uploaded document|
|Terms and conditions document||View uploaded document|