Advanced Cloud Siclops Field Service
Our Siclops field service and works order management system delivers an end-to-end enterprise solution that makes managing your organisation simple. From mobile data, call management and planned maintenance, to scheduling, contract management and dashboards our solution provides instant access to information you need on your clients, jobs, equipment, and engineers.
- CRM Solution - manage all client contact information.
- Contract Management - manage all aspects of clients' contracts.
- Asset management - manage serial numbers, asset history, Preventative Maintenance.
- Call Logging-log reactive and planned calls, allocate to engineers.
- Reporting - profitability on jobs / contracts
- Client History
- Increased Engineer Productivity.
- Increased back office capacity.
- More efficient route planning.
- Increased jobs per day.
- Asset Management and Tracking.
- Contract Maintenance.
- Proof of Delivery and conflict reduction.
£1 per instance per year
3 4 9 9 6 6 4 8 2 2 4 5 8 2 8
Advanced Business Solutions
0330 343 8000
|Software add-on or extension||No|
|Cloud deployment model||Private cloud|
|Service constraints||There are pre requistites such as browser versions and appropriate bandwidth. These are fully documented and available on request|
|Email or online ticketing support||Email or online ticketing|
|Support response times||
Priority 1 - Target within 1 hour
Priority 2 - Target within 4 hour
Priority 3 - Target within 8 hour
|User can manage status and priority of support tickets||No|
|Phone support availability||9 to 5 (UK time), Monday to Friday|
|Web chat support||No|
Standard availability service levels of a minimum of 99.5% will appply, dependent on cotracted services.
Support is provided around a priority and escalation system. When an incident is reported, a priority level is established based upon the information provided, understanding business impact is essential. Target service levels and response times are assigned based on an initial appraisal of the problem but can be revisited at any time by the client. The escalation procedure is designed to progress each call as efficiently as possible. OLA's are in place for escalations beyond support into the development and professional service teams.
|Support available to third parties||Yes|
Onboarding and offboarding
The application will simplify complex business challenges and deliver immediate value, enabled through the Advanced Professional Services Corporate Project Methodology (CPM) framework.
Professional Services are given to support the implementation in the following activities:
1. Project Initiation (Role: Leading)
2. System Familiarisation and Configuration Workshops (Role: Leading)
3. Solution Design (Role: Leading)
4. System Configuration and Initial Data Load (Role: Supporting)
5. Testing (Role: Supporting)
6. Solution Deployment / Go Live (Role: Supporting)
7. Project Closure (Role: Supporting)
The customer will be guided through the design decisions in the configuration of the Siclops solution to make agreed adjustments to meet their needs. We use the configuration questionnaire as a companion to the Solution Design Document to provide information for use in the configuration and implementation of the new service.
|Other documentation formats||
|End-of-contract data extraction||Reporting Services tools provide a means of writing data into formats including csv and xlsx.|
|End-of-contract process||This will be discussed with each client depending upon their needs and what they would like to do|
Using the service
|Web browser interface||Yes|
|Application to install||Yes|
|Compatible operating systems||Android|
|Designed for use on mobile devices||Yes|
|Differences between the mobile and desktop service||Mobile is designed to provide reports or rapid action events such as job record updates|
|Description of service interface||Siclops uses its own built in service interfaces|
|Accessibility standards||WCAG 2.1 A|
|What users can and can't do using the API||Create, Read, Update, Delete functions are available.|
|API documentation formats|
|API sandbox or test environment||No|
|Description of customisation||Configurable controls and policy settings.|
|Independence of resources||The server infrastructure is based on a virtualised infrastructure which is monitored 24x7. Services are automatically migrated across the virtual infrastructure to automatically load balance the entire infrastructure. This ensures that no one service is unduly impacted by load placed on the infrastructure by other users. If another service is using a large amount of resources, other services are automatically migrated to other servers in the virtual infrastructure that are being utilised to a lesser extent.|
|Service usage metrics||Yes|
|Metrics types||System access reports are available from within the system. Infrastructure is monitored in real time with proactive monitoring ahead of agreed thresholds being breached, whereby incident management action is triggered.|
|Reporting types||Reports on request|
|Supplier type||Not a reseller|
|Staff security clearance||Other security clearance|
|Government security clearance||Up to Baseline Personnel Security Standard (BPSS)|
|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||Complies with a recognised standard (for example CSA CCM version 3.0)|
|Penetration testing frequency||At least once a year|
|Penetration testing approach||In-house|
|Protecting data at rest||Physical access control, complying with another standard|
|Data sanitisation process||Yes|
|Data sanitisation type||Explicit overwriting of storage before reallocation|
|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||Various methods exist depending what needs to be exported e.g just the data or data and format plus the tools available in the system from were the data is to be exported.|
|Data export formats||CSV|
|Data import formats||CSV|
|Data protection between buyer and supplier networks||
|Other protection between networks||Options include TLS (Version 1.2 or above) SHA 256 encryption to RSA 2048, N3 (and N3 successor; HSCN, when released) for secure NHS access.|
|Data protection within supplier network||
|Other protection within supplier network||All Advanced datacentres are Tier 3 datacentres protected by both phyical and electronic protection. Access to services in controlled through our network operations centre, providing highly controlled access to services. All datacentres are fully firewalled and monitored 24x7 by our dedicated security operations centre.|
Availability and resilience
|Guaranteed availability||99.5% (Based on Monday to Friday - 8 - 6pm, excluding public holidays)|
|Approach to resilience||
Advanced's Managed Hosting platforms span two geographically diverse Tier 3 Data Centres and has been architected to provide a highly available N+1 architecture with sufficient resilience and capacity to sustain component failures.
The resilient features built into the platform consist of clustered server nodes, redundant PSUs, network interfaces and storage adaptors, dual connections to redundant SAN hardware, connection to a network layer through stacked chassis switching architecture and a redundant dark fibre path to the second data centre. The data centre environments include uninterruptible power supplies and generators that are capable of maintaining at least 72 hours continual operation without mains power as well as redundant cooling devices to maintain optimal environmental conditions within the server rooms.
Advanced’s optional DR service provides a replicated standby environment, which can be delivered in the event of service outage and provides:-
> Full replication design provides rapid failover to standby infrastructure
> Reserved capacity held to ensure safe failover
> Improved Recovery Time Objectives
> Improved Recovery Point Objectives
The Advanced Managed Hosting service will proactively monitor the environment and provides Advanced with timely warnings of issues arising to allow pro-active intervention. Monitoring is focussed on the health of the services and security.
The solution also captures capacity information over a period of time to allow for effective management.
1. configure and maintain a Monitoring Service to monitor and alert against detection thresholds;
2. resolve failures and errors in the Monitoring Service in accordance with the Incident Management Service Levels
3. ensure that critical and major monitoring alerts are reviewed and, where appropriate, an Incident logged by the Service Desk
4. assign Incidents arising from monitoring to Advanced Service Desk for diagnosis and resolution
5. capture server and network infrastructure data to enable the provision of capacity trend analysis
Identity and authentication
|User authentication needed||Yes|
|Other user authentication||Different rules can be applied depending security policy|
|Access restrictions in management interfaces and support channels||Advanced uses the principles of least privileges and role based access control. This is line with best practice as outlined in ISO 27001 and implemented within Advanced ISMS.|
|Access restriction testing frequency||At least every 6 months|
|Management access authentication||Other|
|Description of management access authentication||Different rules can be applied depending on security policy|
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||User-defined|
|Access to supplier activity audit information||Users have access to real-time audit information|
|How long supplier audit data is stored for||User-defined|
|How long system logs are stored for||User-defined|
Standards and certifications
|ISO/IEC 27001 certification||Yes|
|Who accredited the ISO/IEC 27001||BSI|
|ISO/IEC 27001 accreditation date||07/03/2019|
|What the ISO/IEC 27001 doesn’t cover||All activity on G-Cloud is covered by ISO 27001|
|ISO 28000:2007 certification||No|
|CSA STAR certification||No|
|Other security certifications||No|
|Named board-level person responsible for service security||Yes|
|Security governance certified||Yes|
|Security governance standards||ISO/IEC 27001|
|Information security policies and processes||Advanced Information and security policies align to ISO 27001:2013.|
|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||The configuration and change management process ensures operational systems, services and application software are subject to change control. All staff are responsible for submitting completed change requests to the change authorisation board (CAB) using the change request form. Change requests forms, before submission to the CAB must be peer reviewed and pre-authorised by the appropriate system service owners and or business stake holder. All changes are recorded, tested and verified prior to implementation, (where possible), and are communicated to relevant members of staff and users as appropriate.|
|Vulnerability management type||Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402|
|Vulnerability management approach||Vulnerability management is an essential component of Advanced Information Security Program and the process of vulnerability assessment is vital to effective vulnerability management. The vulnerability assessment process provides visibility into the vulnerability of critical assets deployed in the IT Infrastructure. The process comprises of identifying critical systems, their corresponding owners, vulnerability scanning on regular basis, determining and assessing potential vulnerabilities, documenting and establishing a time line to remediate critical vulnerabilities.|
|Protective monitoring type||Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402|
|Protective monitoring approach||Advanced complies with protective monitoring in line with GPG 13.|
|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||Incident management control objectives are defined within our ISO 27001:2013 certified Information Security Management System and the procedures for Incident management are aligned to ITIL v3 industry best practice.|
|Approach to secure software development best practice||Conforms to a recognised standard, but self-assessed|
Public sector networks
|Connection to public sector networks||Yes|
|Connected networks||NHS Network (N3)|
|Price||£1 per instance per year|
|Discount for educational organisations||No|
|Free trial available||No|