The Sierra Library Service Platform (LSP) provides a comprehensive, open platform for all types of libraries (academic, public, government and special) to manage their print, electronic and digital collections in a flexible, efficient and cost effective manner.
- Software as a Service
- Remote access
- Rich functionality across all library workflows
- Flexible, open application
- Comprehensive analytics solution
- Life cycle management for e-resources
- Management of print, digital and electronic resources
- Library service platform
- Electronic Resource Management
- Comprehensive API suite
- Meet user where they want to meet the library
- Mobile apps for patrons and library staff
- Business intelligence tools to support library decision making
- Efficient workflows delivering improved service to end users
- Library staff able to access application from any device
- Flexibility for library staff to customise the way they work
- Streamline data flow through APIs for efficient workflow
- Integration with campus and council infrastructure
- Efficient management of legacy print collections
- Efficient management of digital and electronic collections and subscriptions
£15000 to £1000000 per unit per year
- Free trial available
Innovative Interfaces Global Ltd
|Service constraints||Innovative will put in place service level agreements (SLAs) with each buyer that will clearly define uptime availability, maintenance windows and support arrangements. While Innovative generally provides standard SLAs there is flexibility around uptime and support levels with options for premium service delivery and additional backup and security levels if required by individual customers.|
|Email or online ticketing support||Email or online ticketing|
|Support response times||Innovative provides a 24/7/365 support facility with customers able to call, e-mail or submit issues through our online Supportal. A service level agreement will define response times and any exceptions that may apply. Typical service levels are to respond and fix priority one calls within 4 hours, priority two calls within 12 hours, priority 3 calls within 48 hours and enquiries within one working week.|
|User can manage status and priority of support tickets||Yes|
|Online ticketing support accessibility||None or don’t know|
|Phone support availability||24 hours, 7 days a week|
|Web chat support||No|
|Onsite support||Yes, at extra cost|
Innovative provides 24/7/365 as standard. The cost for support is included in the annual subscription to the software application. Service Level Agreements (SLAs) agreed with each buyer will define the support terms including details of fault prioritisation, service uptime availability, return time objectives (RTO) for SaaS access, and any additional backup or security features that have been agreed with the buyer.
All support is co-ordinated through Innovative's customer care centres. For the UK the primary customer care centre is located in Dublin, Republic of Ireland, where a support team of 12 staff provide support and advice for customers.
Customers are able to contact the support service through the Innovative Supportal, by telephone and by e-mail. Customers have access to a clear escalation path in the event that a problem is not being addressed to the customer's satisfaction.
The cloud services are under the overall responsibility of the Cloud Ops team, with the Cloud Ops director having overall accountability for customer satisfaction and service delivery.
Library staff and Council/Campus IT staff will all be able to access these services in line with the service level agreement.
|Support available to third parties||Yes|
Onboarding and offboarding
Innovative provides a comprehensive set of implementation services to ensure a smooth transition for a library from their legacy library management systems to the Sierra Library Service Platform. These services include project management, data migration, training and software configuration.
Project Management - Innovative provides a dedicated project manager who will work with the library staff to manage all of the major milestones associated with the migration
Data analyst - Innovative will provide a data analyst who will work with the library staff to ensure an accurate and efficient migration of the data from any legacy library management system to Sierra
Training Consultant - the training consultant will spend a considerable amount of time on site with the buyer training staff on the functionality and configuration of the Sierra LSP to ensure that staff are familiar with all aspects of the application
Software Analyst - the Innovative software analyst will work with library and IT staff to configure the software to the requirements of the customer and to ensure that the application is integrated with the relevant campus, council or institutional applications and other devices that will be required.
Costs for these services are on a time and materials basis
|End-of-contract data extraction||
Innovative provides Exit Services which includes the extraction of the customer data at the end of the contract if they choose to migrate to an alternative library management system.
Innovative will work with the customer to extract the data and provide this in a format that is acceptable to the customer.
Exit Services are a chargeable service. Costs for this are quoted in the Pricing Document.
|End-of-contract process||Exit Services are an optional, extra service. Innovative will include Exit Services in the contract if this is required by the buyer. It is expected that this will be agreed as part of the Call Off Agreement.|
Using the service
|Web browser interface||Yes|
|Using the web interface||
All functions of the Sierra Library Service Platform are available through a web interface. This is true of the library functions, systems administration functions, and also the end user self-service and search/discovery functions.
Innovative supports the use of current versions of Microsoft Edge, Google Chrome, Mozilla Firefox and Apple Safari. The previous versions of these browsers are also supported (current plus one policy).
Users are able to access the Sierra Library Service platform from any device that is capable of running any of the above browsers.
Administration of the library logins and other configurable aspects of the Sierra Library Service platform can all be managed by authorised users through the Sierra Admin application - delivered through a web browser.
Individual staff logins have considerable flexibility in terms of the range of functions that they can access, and various other tools and settings that the library system administrator can set through the Sierra Admin application
|Web interface accessibility standard||WCAG 2.0 AA or EN 301 549|
|Web interface accessibility testing||Innovative has not directly conducted testing of the Sierra LSP with assistive technology. However, Innovative are aware that there are many customers using the Sierra LSP with assistive technology for both staff and public users of the application.|
|What users can and can't do using the API||
Innovative has developed a range of REST APIs that customers are able to use themselves, work with Innovative staff to develop additional functionality or work with third party providers to add further functionality to the application.
The Sierra APIs are fully documented and Innovative provides a Sandbox environment with a sample database that libraries and third parties can use to test their developments prior to putting them into a production environment.
The development goal for the Sierra APIs is that in time, all of the business logic of the Sierra application with be exposed through fun CRUD APIs. Innovative is working with a wide group of customers to prioritise the order of development ensuring that customers needs are met while also looking at the strategic direction for these APIs.
|API automation tools||Other|
|API documentation formats||Open API (also known as Swagger)|
|Command line interface||No|
|Independence of resources||Each buyer has dedicated cloud resources that run the application for that buyer. Innovative has invested considerable resources in testing its applications to ensure that they scale across a wide range of different types of organisation and that our cloud services are delivered through infrastructure that is robust and has complete fallback solutions.|
|Infrastructure or application 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||European Economic Area (EEA)|
|User control over data storage and processing locations||Yes|
|Datacentre security standards||Managed by a third party|
|Penetration testing frequency||At least once a year|
|Penetration testing approach||In-house|
|Protecting data at rest||Encryption of all physical media|
|Data sanitisation process||No|
|Equipment disposal approach||A third-party destruction service|
Backup and recovery
|Backup and recovery||Yes|
|What’s backed up||All data and the application configuration|
As part of the cloud service Innovative determines when all backups are performed and take full responsibility for ensuring that all aspects of the application and its associated data are backed up.
Backups are performed to a schedule that will work with the services that the Buyer is providing to ensure that the backup processes do not have any impact on the service delivery.
|Datacentre setup||Multiple datacentres with disaster recovery|
|Scheduling backups||Supplier controls the whole backup schedule|
|Backup recovery||Users contact the support team|
|Data protection between buyer and supplier networks||
|Data protection within supplier network||Legacy SSL and TLS (under version 1.2)|
Availability and resilience
Innovative works to a 99.99% uptime for our SaaS applications. Working with AWS as our datacentre provider, hardware is rated at a higher percentage uptime.
Innovative is happy to discuss higher availability with individual buyers and to write this in to SLAs for specific buyers where required. Higher level availability will attract a higher cost.
Under the agreed SLA users will be refunded in line with terms that are included in the SLA.
|Approach to resilience||Service availability and data centre resilience is fully documented as part of Innovative's ISO27001 documentation. Copies of this documentation can be made available to buyers and potential buyers upon signature of a Mutual Non-Disclosure Agreement|
|Outage reporting||Innovative's Cloud Ops team will notify customers of any outages. Communication will be by e-mail and via the Supportal Dashboard.|
Identity and authentication
|Access restrictions in management interfaces and support channels||
All aspects of the Innovative application and support services are access controlled through a variety of mechanisms include login and password control, IP authentication, integration with institutional single sign-on applications and ID and PIN access.
Different types of user will be required to authenticate using appropriate tools - staff access in through login and password authentication, public access is through ID and PIN access.
Support access for Innovative staff can be controlled in a variety of ways which will be defined in service level agreements.
|Access restriction testing frequency||At least every 6 months|
|Management access authentication||
|Devices users manage the service through||
Audit information for users
|Access to user activity audit information||You control when users can access audit information|
|How long user audit data is stored for||At least 12 months|
|Access to supplier activity audit information||You control when users can access audit information|
|How long supplier audit data is stored for||At least 12 months|
|How long system logs are stored for||User-defined|
Standards and certifications
|ISO/IEC 27001 certification||Yes|
|Who accredited the ISO/IEC 27001||Schellman and Company LLC|
|ISO/IEC 27001 accreditation date||September 27 2016|
|What the ISO/IEC 27001 doesn’t cover||The scope of the ISO/IEC 27001:2013 certification is limited to the information security management system (ISMS) supporting the hosted and cloud infrastructure managed by Innovative Interfaces’ Cloud Operations Team,|
|ISO 28000:2007 certification||No|
|CSA STAR certification||No|
|Other security accreditations||No|
|Named board-level person responsible for service security||Yes|
|Security governance accreditation||Yes|
|Security governance standards||ISO/IEC 27001|
|Information security policies and processes||
Innovative has comprehensive security policies in place as part of our ISO27001 certification. This includes full security certification policies which are accessible through our web site at www.iii.com.
Innovative has a Chief Security officer who oversees all aspects of the security certification and processes across the cloud infrastructure.
Working with Amazon Web Services (AWS) also provides additional levels of certification. Full details of AWS international and national certification can be found on the AWS web site at aws.amazon.com
|Configuration and change management standard||Supplier-defined controls|
|Configuration and change management approach||
Innovative employs a customer centric change management process, working with individual buyers to determine change control processes. Many aspects of system configuration and parameterization are under the control of the buyer, enabling them to change the workflows and rules of the application without needing to communicate with innovative.
For change project Innovative will work with the buyer to determine a project plan and map the resources required to complete the project within an agreed timeframe.
|Vulnerability management type||Undisclosed|
|Vulnerability management approach||
Innovative works with AWS and a range of monitoring tools to ensure that our applications are secure and as resistant to potential threats as possible.
Innovative ensures that all applicable patches are applied in a timely fashion. Monitoring tools are used to track threats to service provision including Denial of Service attacks, attempted hacks and malware interference.
Tracking of potential threats is the responsibility of the Cloud Ops team who track a wide range of sites that are reporting on developing threats and will take appropriate action.
|Protective monitoring type||Undisclosed|
|Protective monitoring approach||Innovative works with AWS to identify potential compromises and will react within defined service level agreements which will be defined in individual call off contracts with buyers.|
|Incident management type||Undisclosed|
|Incident management approach||
Innovative has defined service level agreements with each buyer which determine the processes for reporting incidents and the follow up that will be taken by Innovative.
This service level agreement will clearly define the responsibilities for each party in the case of a malicious attack on the application.
|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)|
Separation between users
|Virtualisation technology used to keep applications and users sharing the same infrastructure apart||Yes|
|Who implements virtualisation||Supplier|
|Virtualisation technologies used||VMware|
|How shared infrastructure is kept separate||Individual server environments are established for each buyer. Where a group of organisations or institutions procure access to the Sierra LSP together as a consortia, Innovative will agree the infrastructure that will be used based on the specific needs of the group of organisations (in our experience, libraries may wish to share a single platform to deliver efficiencies in workflows).|
|Price||£15000 to £1000000 per unit per year|
|Discount for educational organisations||No|
|Free trial available||Yes|
|Description of free trial||
Innovative is able to offer trial access to a generic version of the Sierra Library Services Platform. This will enable library staff to experience the full range of functionality against a pre-loaded database.
Trial access is offered for a maximum of one month and will require a non-disclosure agreement.
|Pricing document||View uploaded document|
|Service definition document||View uploaded document|
|Terms and conditions document||View uploaded document|