Harbour Assist

Harbour Assist

A cloud based Harbour and Marina Management solution. Provides asset management, customer invoicing, CRM and productivity tools for running marine operations.

Features

  • Vessel and Location Management
  • Customer Invoicing
  • Asset Inspections
  • Task/Productivity Management
  • Customer Relationship Management
  • Bulk Communications
  • Online Customer Portal
  • Mobile device support
  • Asset Mapping
  • Reporting engine

Benefits

  • Improved productivity for harbour operations
  • Audit trail for asset inspections
  • Communication history against account record
  • Marina/Harbour real-time visibility on map
  • Real-time occupancy views
  • Mobility for operational staff
  • Customer self-service via online portal

Pricing

£365 to £1375 per unit per month

Service documents

G-Cloud 11

340685172676933

Harbour Assist

Nick Gill

+441208 590616

info@harbourassist.com

Service scope

Service scope
Software add-on or extension No
Cloud deployment model Public cloud
Service constraints No Constraints
System requirements
  • Chrome, Firefox, Edge or IE 11 Browsers
  • Internet Connectivity

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Functionality question 2 working days
Outage 2 hours

Support 9-5 Monday to Friday.
User can manage status and priority of support tickets No
Phone support No
Web chat support No
Onsite support No
Support levels We have 1 support level. Support tickets are submitted within the application and we aim to repspond based on the following SLAs:

Sev 1 1 hour
Sev 2 Team unable to work 3 hours
Sev 3 Major bug – ability to perform function significantly reduced 1 day
Sev 4 Minor bug – does not impact ability to perform function 2 days
Support available to third parties No

Onboarding and offboarding

Onboarding and offboarding
Getting started Our standard service is online training, with online documentation. Customers can opt for onsite training for additional cost.
Service documentation Yes
Documentation formats
  • HTML
  • PDF
End-of-contract data extraction A user will need to supply a support ticket and we will output the data as a series of CSV or Excel files. Any attachments/documents will be supplied on DVD or online upload of choice.
End-of-contract process The entire service is available within the price of the contract. Any bespoke development or onsite training is additional.

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 No difference; application is responsive and adapts to different screen sizes.
API No
Customisation available Yes
Description of customisation There are a variety of configuration options to configure:

Layout of marina/harbour
Asset Types
Vessel and Customer types
Order types + invoice templates
Email Templates
Mail Merge Templates
Task Types
Task escalation rules
Document Types
Custom Smart Lists/Customer Segments.

Scaling

Scaling
Independence of resources Each Tenant on Harbour Assist runs their own Database, which isolates data performance.
Web-server instances are shared, but these are highly monitored and auto-scale at times of increased demand. We run at 1/10 capacity at all times.

Analytics

Analytics
Service usage metrics No

Resellers

Resellers
Supplier type Not a reseller

Staff security

Staff security
Staff security clearance Staff screening not performed
Government security clearance None

Asset protection

Asset protection
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 No
Datacentre security standards Managed by a third party
Penetration testing frequency At least once a year
Penetration testing approach Another external penetration testing organisation
Protecting data at rest Encryption of all physical media
Data sanitisation process Yes
Data sanitisation type Explicit overwriting of storage before reallocation
Equipment disposal approach A third-party destruction service

Data importing and exporting

Data importing and exporting
Data export approach In addition to the "End of Contract" data download, there are a number of "Download to Excel" options within the application.

All reports can also be downloaded to Excel.
Data export formats
  • CSV
  • Other
Other data export formats
  • Excel
  • PDF
  • Word
Data import formats Other
Other data import formats Excel

Data-in-transit protection

Data-in-transit protection
Data protection between buyer and supplier networks TLS (version 1.2 or above)
Data protection within supplier network TLS (version 1.2 or above)

Availability and resilience

Availability and resilience
Guaranteed availability We offer 99.99% availability. If the service is down for more than 10 minutes in 1 day, we refund the cost of that day.
Approach to resilience All elements are fault tolerant.

Web Server
We run 3 x large azure app service instances, each on different network and power circuits. Loss of up to 2 of these will result in no loss of service.

All traffic is load-balanced and in the event of an instance experiencing outage/disk failure, it is immediately taken offline and traffic routed to remaining instances with no loss of service. A new instance is automatically spun up and when ready traffic is re-routed to both instances.

Database
Each Tenant runs their own database. SQL Database uses SQL Server active-active clustering (2 nodes). Each node is on separate power and network circuit (within same datacentre) and the data is transactionally replicated between them - i.e. both nodes have exact replicas of data. In the event of the primary node failing, the secondary node takes over with no loss of service. A new secondary node is immediately provisioned automatically and becomes the secondary node once the data is populated. Each node is RAID configured, and data is stored on no-less than 7 physical disks. Disk failure has no effect on service.
Outage reporting Email Alerts
Public Dashboard

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication Username or password
Access restrictions in management interfaces and support channels Support tickets are only available to authenticated users. Management interfaces are verified via source email address.
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 have access to real-time audit information
How long user audit data is stored for At least 12 months
Access to supplier activity audit information Users have access to real-time audit information
How long supplier audit data is stored for At least 12 months
How long system logs are stored for At least 12 months

Standards and certifications

Standards and certifications
ISO/IEC 27001 certification No
ISO 28000:2007 certification No
CSA STAR certification No
PCI certification Yes
Who accredited the PCI DSS certification Securious Limited
PCI DSS accreditation date 05/12/2018
What the PCI DSS doesn’t cover Third party payment providers: Paysafe and Paypal.
Other security certifications No

Security governance

Security governance
Named board-level person responsible for service security Yes
Security governance certified No
Security governance approach We follow security governance best-practice, but are too small an organisation to go through certification.
Information security policies and processes The overall responsibility for InfoSec is the CTO. All data storage and transmission follows our Privacy and data-storage policies.

Operational security

Operational security
Configuration and change management standard Supplier-defined controls
Configuration and change management approach All changes to code are reviewed by Architect and evaluated for security and code quality.
All code is unit tested and failing tests will stop the automated build process.
New releases are manually tested to ensure quality and a stanard suite of manual tests are also applied before any new version is released.
Vulnerability management type Supplier-defined controls
Vulnerability management approach We are manually penetration tested every year, and automated vulnerability scanned every 4 months.

All vulnerabilities identified as Medium or higher are patched within 3 weeks.
Protective monitoring type Supplier-defined controls
Protective monitoring approach We log and monitor all successful and unsuccessful login activity.
System auto-locks out any user after 6 consecutive failed logins.
Incident management type Supplier-defined controls
Incident management approach During an incident that affects multiple tenants, we issue every-hour notifications to affected users of our progress to restore service.

Once service is restored, we have an internal wash-up on how the incident happened and what we can do to stop it happening again. This is used to generate a formal incident report document, which is distributed to affected users.

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 £365 to £1375 per unit per month
Discount for educational organisations No
Free trial available No

Service documents

pdf document: Pricing document pdf document: Terms and conditions
Service documents
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