Meritec Limited

Trade Waste including CRM

A Trade/Commercial waste solution that offers full end-to-end digital interaction with customers and round management. With a modern, native mobile in-cab application and CRM dashboard including reports and finance system integration this is a full service management solution.

Features

  • CRM management included
  • Custom dashboard
  • In-cab iOS & Android apps
  • Route integration
  • Finance system integration
  • Fully UK hosted SaaS solution
  • Invoice generation
  • Automated over-weight charging
  • Reporting suite
  • Custom integrations

Benefits

  • Modern web-based solution
  • Enables digital transformation
  • In-cab solution reduces paper worksheets
  • Fully (UK) hosted solution – nothing to install and maintain
  • Automation of time-consuming tasks
  • Free-up Officer time to work on more service improvement
  • Integration between dashboard & in-cab technology provides progress updates
  • Auto-generated invoices
  • Invoice amendment
  • Scheduling

Pricing

£27,750 an instance a year

  • Education pricing available

Service documents

Framework

G-Cloud 12

Service ID

3 4 7 8 2 8 0 8 3 4 1 4 8 7 3

Contact

Meritec Limited Adam Wilkinson
Telephone: 01756 699204
Email: adam.wilkinson@meritec.co.uk

Service scope

Software add-on or extension
No
Cloud deployment model
Private cloud
Service constraints
Meritec will perform non-essential updates on a defined schedule, normally outside of standard working hours. Customers will be given at least 2 weeks’ notice where possible of scheduled maintenance tasks. Essential updates, e.g. security patches, would be installed at the first available opportunity, to be agreed with the customer.
System requirements
No specific requirements

User support

Email or online ticketing support
Email or online ticketing
Support response times
Support response times:
Priority level/ Response Time - 1) 30 minutes 2) 1 hour 3) 4 hours 4) 1 day. By agreement for weekends and bank holidays
User can manage status and priority of support tickets
No
Phone support
Yes
Phone support availability
9 to 5 (UK time), Monday to Friday
Web chat support
No
Onsite support
No
Support levels
• Standard support level per SLA included in service cost
• Alternative levels of support by agreement
• A service manager is part of our standard service
Support available to third parties
Yes

Onboarding and offboarding

Getting started
A set-up facility and full user documentation is provided. Training (including) online training is available
Service documentation
Yes
Documentation formats
PDF
End-of-contract data extraction
A wide variety of formats and platforms are supported for secure export. Meritec can provide a "data out" policy if required.
End-of-contract process
• All client data returned to client
• All client access deactivated
• Relevant secure processes fully applied
• Above at standard cost

Using the service

Web browser interface
Yes
Supported browsers
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
  • Opera
Application to install
No
Designed for use on mobile devices
Yes
Differences between the mobile and desktop service
None
Service interface
Yes
Description of service interface
Our service interface exposes SOAP & XML web services. The Integration Hub interfaces with any common API platform.
Accessibility standards
WCAG 2.1 AA or EN 301 549
Accessibility testing
We have performed interface testing with client users adopting a combination of CMS features, expert template design and external tools including the inbuilt accessibility checker within TinyMCE.
API
Yes
What users can and can't do using the API
Core functions through web services. User authentication. Document upload. Key metrics retrieval. Service requests cannot be configured directly through the API but can be called via the API once configured on the platform. Changes can be made through the API via web-service calls. Configured service requests can be called via the API but not setup via it.
API documentation
Yes
API documentation formats
PDF
API sandbox or test environment
Yes
Customisation available
Yes
Description of customisation
• Scope for localisation of software
• Customers can use configuration tools
• Users can customise

Scaling

Independence of resources
Meritec Cloud Software service is supplied on the basis of guaranteed resources. This translates into a solution that is guaranteed to scale when you need it to, rather than when there's resource available to.

Analytics

Service usage metrics
Yes
Metrics types
• System availability
• Response times
• Unscheduled outages
• Incident response times
• Incident resolution times
Reporting types
Regular reports

Resellers

Supplier type
Not a reseller

Staff security

Staff security clearance
Other security clearance
Government security clearance
Up to Baseline Personnel Security Standard (BPSS)

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
Yes
Datacentre security standards
Supplier-defined controls
Penetration testing frequency
At least once a year
Penetration testing approach
‘IT Health Check’ performed by a CHECK service provider
Protecting data at rest
Encryption of all physical media
Data sanitisation process
Yes
Data sanitisation type
Deleted data can’t be directly accessed
Equipment disposal approach
Complying with a recognised standard, for example CSA CCM v.30, CAS (Sanitisation) or ISO/IEC 27001

Data importing and exporting

Data export approach
A wide variety of formats and platforms are supported for secure data export
Data export formats
  • CSV
  • Other
Other data export formats
PDF
Data import formats
  • CSV
  • Other
Other data import formats
XML

Data-in-transit protection

Data protection between buyer and supplier networks
Private network or public sector network
Data protection within supplier network
IPsec or TLS VPN gateway

Availability and resilience

Guaranteed availability
• Service Availability 99.9% (uptime) per month
• Service Availability Window 7*24 hours (all days) – 24 hours a day
• Response time for accessing screens - Should be within 3 seconds (at a minimum) 99% of the time
• Response time for searches Response time for basic system searches for information and return of results system should be within 5 seconds 97% of the time

Meritec will work with each of our customers on an individual basis to determine if a recompense model is required to meet the needs of the specific council or public department/ organisation.

We strive to exceed, wherever possible, our SLA targets for service levels. In the unlikely event of failure to meet our SLA targets we would invoke the agreed process which would award an appropriate level of service credits by way of compensation.
Approach to resilience
Available on request
Outage reporting
Email alerts

Identity and authentication

User authentication needed
Yes
User authentication
Username or password
Access restrictions in management interfaces and support channels
Access is restricted via rights and roles permission settings within the relevant area and channel. Often times these are linked to a Directory services such as MS AD.
Access restriction testing frequency
At least once a year
Management access authentication
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Limited access network (for example PSN)
  • Dedicated link (for example VPN)
  • Username or password
  • Other
Description of management access authentication
Our service is role based. Administrator access can only be assigned by another administrator. Access is via username and strong/secure 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
At least 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
At least 12 months

Standards and certifications

ISO/IEC 27001 certification
Yes
Who accredited the ISO/IEC 27001
QMS International Limited
ISO/IEC 27001 accreditation date
4/11/2019
What the ISO/IEC 27001 doesn’t cover
There are no exclusions in Meritec ISMS Statement of Applicability (Annex A) ISO 27001:2013 covers all aspects of Information Technology Security.
ISO 28000:2007 certification
No
CSA STAR certification
No
PCI certification
No
Other security certifications
Yes
Any other security certifications
Cyber Essentials

Security governance

Named board-level person responsible for service security
Yes
Security governance certified
Yes
Security governance standards
ISO/IEC 27001
Information security policies and processes
• Meritec rigorously applies its comprehensive Information Security Management System (ISMS) – copy available on request.
• Reporting structure is ISMS Manager to Technical Services Director to Director of Service Delivery.
• Policies are applied by staff with continuous monitoring

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
Meritec Change Management process adheres to ITIL guidelines. Any Change in Meritec IT environment is processed through Change Control system. A change is logged on the system with following information:
Change Description including the asset number of affected equipment; When Changed; Change Duration; Risk analysis; Regression plan; Security Implications; Change Technician. Details of change are emailed to all Stakeholders. Change is approved or rejected by CAB or its nominee. Technician updates the change stating if change was successful or not. All Meritec IT equipment is recorded on the Asset Register and any change is reflected in the Asset Register.
Vulnerability management type
Undisclosed
Vulnerability management approach
Meritec:
• monitors information systems to detect attacks and/or signs of potential attacks, including unauthorised network local or remote connections.
• deploys monitoring devices strategically within information technology environment to collect information security events and associated information.
• protects information obtained from intrusion-monitoring tools from unauthorised access, modification, and deletion.
• monitors inbound and outbound communications traffic to/ from the information system for unusual or unauthorised activities or conditions.
• heightens the level of information system monitoring activity whenever there is an indication of increased risk to Meritec operations, individuals and assets.
Protective monitoring type
Undisclosed
Protective monitoring approach
Our Protective Monitoring processes comprise a set of control alerts and reports that provide feedback to those with responsibility for monitoring and addressing compromises. This includes such information security control activities as inspecting firewall logs, investigating operating system security alerts and monitoring Intrusion Detection Systems (IDS). Our Protective Monitoring also includes putting in place mechanisms for collecting ICT log information and configuring ICT logs in order to provide an audit trail of security relevant events of interest. Compromises and incidents are immediately logged, analysed and rectified.
Incident management type
Undisclosed
Incident management approach
The Meritec ITIL compliant support desk called ServicePoint is responsible for receiving requests and notifications regarding user help and support. Incidents are allocated unique identification and calls are monitored and if necessary escalated as appropriate. The output report(s) provided by ServicePoint provide part of the preparations that the Service manager will use at the next Service Management meeting. Given due authorisation levels it is possible for client staff/management to access the calls database and enquire directly regarding status, progress, etc.

Secure development

Approach to secure software development best practice
Supplier-defined process

Public sector networks

Connection to public sector networks
Yes
Connected networks
Public Services Network (PSN)

Pricing

Price
£27,750 an instance a year
Discount for educational organisations
Yes
Free trial available
No

Service documents