MachineCare+® -an Equipment Condition Monitoring service, using Artificial Intelligence(AI) technology to provide 'Condition Based Maintenance', improve equipment availability and reduce maintenance costs. We also provide Early Failure Detection Service, Failure Investigations, Data Analysis, Software Solutions and AI Expert Decision Support Programs to help organisations and manufacturers achieve cost effective benefits.
- Uses ‘In House’ Artificial Intelligence and Expert Decision Support Software.
- Equipment availability is improved by facilitating ‘Condition Based’ maintenance.
- Identifies Failure Trends and recommends detailed asset specific Remedial Actions.
- Asset Health and Equipment Condition displayed by ‘Traffic Light’ system.
- Condition Monitoring by comprehensive analysis of fluid and electronic data.
- Enables bespoke user display by easily configurable view groups.
- Information securely shared with additional users and agencies.
- Reports can be generated using preconfigured formats or selections.
- Enables diagnosis of failures, with high accuracy, using AI algorithms.
- Cost effective solution to Asset Maintenance Management and Resource Planning.
- Provides comprehensive Equipment Condition Monitoring to optimise maintenance and servicing.
- Provides accurate, comprehensive/consistent and automatic interpretation of data using AI.
- Enables identifying potential failures before they occur with AI algorithms.
- Requires very little input by user/personnel due to AI-process automation.
- Does not require equipment re-design or modification.
- Reduces the resources needed to maintain equipment availability.
- Early identification of a condition that could result in failure.
£300 to £3000 per person per day
- Education pricing available
+44 (0) 1332 383521
|Software add-on or extension||No|
|Cloud deployment model||
|Email or online ticketing support||Email or online ticketing|
|Support response times||The support and maintenance service by our UK based support teams will be provided during normal working hours, which are 9am to 5pm Monday to Friday (excluding public holidays).|
|User can manage status and priority of support tickets||No|
|Phone support availability||9 to 5 (UK time), Monday to Friday|
|Web chat support||Yes, at an extra cost|
|Web chat support availability||9 to 5 (UK time), Monday to Friday|
|Web chat support accessibility standard||None or don’t know|
|How the web chat support is accessible||Web support which provides video conferencing and screen sharing can be provided. This allows users to quickly and easily convey issues or requests with our UK based support teams.|
|Web chat accessibility testing||WebEx, Skype, GoToMeeting, etc.|
|Onsite support||Yes, at extra cost|
We prioritise support into urgent and non-urgent issues as part of our standard support and maintenance service.
An urgent issue is:
Significant degradation or failure of the software, software performance significantly inconsistent with the specification.
Any other issue is classified as a non-urgent issue.
Our UK based support teams have customer accounts assigned to the most appropriate team member based on technical skill set and familiarity with the customer's systems. These support members are the main point of contact (POC) for customers.
We can also offer bespoke service level agreements (SLAs) at additional cost and based on mutually agreed support levels and response times.
|Support available to third parties||No|
Onboarding and offboarding
|Getting started||We will provide training on a new release of the system (if requested by you to do so) as soon as is reasonably practicable after installation of the new release. This training will be provided via documentation and online training. If onsite training is required, this will be charged at the current training rates at that time.|
|End-of-contract data extraction||If required, data held will be extracted and provided to the customer in CSV format at additional cost.|
|End-of-contract process||The contract may be terminated by agreement in writing between the parties at any time providing the agreed notice period for termination.|
Using the service
|Web browser interface||Yes|
|Application to install||No|
|Designed for use on mobile devices||No|
|Accessibility standards||None or don’t know|
|Description of accessibility||Any functionality will be agreed as part of the bespoke service interface which can be implemented if required at additional cost.|
|Accessibility testing||Any testing will be agreed as part of the bespoke service interface which can be implemented if required at additional cost.|
|What users can and can't do using the API||A bespoke API can be implemented if required at additional cost.|
|API documentation formats|
|API sandbox or test environment||Yes|
|Description of customisation||The system offers granular customisation for teams and users. The front-end of the system and certain features can be fully customised. Users can communicate their customisation requests with our UK support teams via telephone, email or webinar/teleconference where the support team and the user can thoroughly discuss and investigate the request.|
|Independence of resources||We scale the resources required for individual contracts by using our experience to estimate initial resources required and continually monitoring and adjusting resources for optimal service delivery throughout the lifetime of our contracts.|
|Service usage metrics||No|
|Supplier type||Not a reseller|
|Staff security clearance||Other security clearance|
|Government security clearance||Up to Developed Vetting (DV)|
|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||Managed by a third party|
|Penetration testing frequency||At least once a year|
|Penetration testing approach||In-house|
|Protecting data at rest||
|Other data at rest protection approach||We are ISO 27001 certified (Information Security Management System) and have policies for protecting data at rest and in transit.|
|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 export approach||Data can be exported by the user in a number of different formats, depending on the data required and usually with just a single click. Formats include: Text, RTF, PDF, HTML, DocX, XML. If the customer would like to export to a format that is not listed, we would be happy to discuss this further.|
|Data export formats||Other|
|Other data export formats||
|Data import formats||
|Other data import formats||Other formats are available, providing required formats/structures/data dictionaries are provided|
|Data protection between buyer and supplier networks||
|Data protection within supplier network||
Availability and resilience
|Guaranteed availability||Where we provide hosting, computing and/or ancillary facilities, we will use a third party solution that guarantees 99.99% availability. The standard service availability does not offer refunds/credits, however we are happy to agree bespoke SLAs if required at additional cost.|
|Approach to resilience||This information is available on request.|
|Outage reporting||The system can be configured to send email alerts for a multitude of triggers, including outages, and this is completely configurable. Outages can also be reported to our UK based support teams.|
Identity and authentication
|User authentication needed||Yes|
|Access restrictions in management interfaces and support channels||Access to management and administration within the system is restricted via user rights which are integral to the core workings of the system.|
|Access restriction testing frequency||At least once a year|
|Management access authentication||
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||User-defined|
|Access to supplier activity audit information||Users contact the support team to get 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||DAS Certification Ltd|
|ISO/IEC 27001 accreditation date||11/04/2019|
|What the ISO/IEC 27001 doesn’t cover||
This is taken from the scope of our ISO 27001 system:
Exclusions from ISO 27001:2013
- No clauses are currently claimed as being fully inapplicable.
- Control measure exclusions from Annex A of ISO 27001 are listed within our Statement of Applicability which may be found within our Risk Register documentation. The only entry here is "Outsourced Development" and is not applicable as all software development is conducted in-house.
|ISO 28000:2007 certification||No|
|CSA STAR certification||No|
|Other security certifications||Yes|
|Any other security certifications||
|Named board-level person responsible for service security||Yes|
|Security governance certified||Yes|
|Security governance standards||ISO/IEC 27001|
|Information security policies and processes||
It is our policy to provide an excellent service in a manner which is easily accessible to our clients and that meet all applicable requirements. To ensure we deliver a quality service we are certified to the following standards which independently demonstrate our commitment to quality, the environment, information security and business continuity:
In addition, these standards ensure we follow all applicable legislation in these relevant areas and that we deliver to our measurable objectives for quality, the environment, business continuity and information security.
Our UK based support teams are our clients' first point of contact who will then advise them of the appropriate reporting/escalation procedures within our organisation should the need arise.
|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 changes to the company that could potentially have an impact on confidentiality, integrity or availability of information, customer satisfaction, or the environment need to be controlled. These are defined and outlined within our ISO 27001 certified (Information Security Management) system.|
|Vulnerability management type||Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402|
|Vulnerability management approach||The management of vulnerabilities is defined in our ISO 27001 certified (Information Security Management) system. Monitoring and assessment of threats is conducted by our in house security systems and from information obtained from security bulletins. Any identified threats are registered and assessed and a prioritised remedy plan is developed based on the specific issue/context of that threat/risk.|
|Protective monitoring type||Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402|
|Protective monitoring approach||We operate intrusion detection and prevention systems to monitor systems and processes on our networks. A prioritised remedy plan is developed based on the specific threat identified and the associated risk.|
|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||The management of incidents is defined and outlined in our ISO 27001 certified (Information Security Management) system. Users can report incidents to our UK based support teams who will initiate our incident management processes and provide updates on the progress of those incidents.|
|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)|
Public sector networks
|Connection to public sector networks||Yes|
|Price||£300 to £3000 per person per day|
|Discount for educational organisations||Yes|
|Free trial available||No|