MRI Software EMEA Limited


MRI Horizon delivers a single source of the truth for all property and asset related information across all business units, streamlining processes and fostering communication. Horizon is a multi-language, multi-currency, web-based solution. Modules include General Ledger, AP, AR, Invoice Scanning, Cash Management, Service Charges, FM, Projects, Forecasting, & Transaction Management.


  • Property Management, Asset Management, Facilities Management, Document Management
  • Wide-ranging configuration options that meet the most complex of needs
  • Comprehensive Facilities Management functionality (IWMS, CAFM, FMS, CMMS)
  • Workflow and Transaction Management functionality
  • Diary alert functionality for key dates and events
  • Business intelligence tools, graphical homehubs, dashboards and reports
  • Security ISO 27001:2013 certified
  • Intuitive web-based user interface and dedicated mobile apps
  • Fully auditable change history
  • Full IFRS 16 accounting functionality, including adoption modelling


  • Web-based solution accessed via a web-browser, supports mobile working
  • Fully-configurable workflow and alerter functionality automates previously time-consuming tasks
  • Specialised and powerful accounting functionality provides auditable financial reporting
  • Single source of truth for asset information for all departments
  • Segregation of duty feature integrates your management review/approval process
  • Extensive planning and forecasting capabilities supports risk mitigation
  • Collect rents and pay landlords with greater visibility and auditability
  • Reduce administration time spent on operating properties
  • Effortlessly assign tasks with workflow functionality


£21000 per instance per year

  • Education pricing available

Service documents

G-Cloud 11


MRI Software EMEA Limited

Steven Fox

020 3861 7100

Service scope

Service scope
Software add-on or extension No
Cloud deployment model
  • Private cloud
  • Community cloud
  • Hybrid cloud
Service constraints Unless otherwise agreed, scheduled MRI Horizon SaaS Infrastructure Maintenance (e.g. Routine Technical Platform Patching) is generally undertaken between the hours of 06:00 Saturday and 22:00 Sunday, two weekends per calendar quarter with notification issued to customer(s) in advance. Unless otherwise agreed, essential MRI Horizon SaaS Infrastructure Maintenance (e.g. Critical Security Patching, Device Restart) is generally undertaken between the hours of 20:00 and 00:00 Monday to Friday, or between the hours of 06:00 Saturday and 00:00 Sunday with notification issued to customer(s) at least 2 hours in advance. Daily system 2 hour backup window. Note: Times shown are BST / GMT.
System requirements
  • Internet Explorer 11, Safari 9.02, Chrome 52.x or later
  • Windows 7 or later
  • Mac OS X v10.9 Mavericks or later
  • Office (2010, 2013, 2016 or 365)
  • Adobe Reader / Acrobat XI or later

User support

User support
Email or online ticketing support Email or online ticketing
Support response times MRI’s Global Client Support group will make every reasonable effort to ensure that submitted cases are assigned the proper level of Severity. Submitted cases will be responded to in the order in which they are received, with consideration given for higher Severity levels. Response Time is the time it takes before a Global Client Support agent makes initial contact with the individual who submitted case. Bundled Service (Normal Priority 6 Hours, Serious Priority 3 hours, Critical Priority Live Call Only) Concierge Standard (Normal Priority 4 Hours, Serious Priority 2 hours, Critical Priority Live Call Only)
User can manage status and priority of support tickets Yes
Online ticketing support accessibility None or don’t know
Phone support Yes
Phone support availability 9 to 5 (UK time), Monday to Friday
Web chat support No
Onsite support Yes, at extra cost
Support levels We include support within our annual fee. Support includes a named Account Manager and a Client Support Helpdesk. The Client Support Helpdesk also serves as the contact for all cloud support requests for trained users.
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started Our training program is designed to help you achieve the maximum return on investment. Our in-house team of professional trainers have extensive knowledge of our solutions. During the implementation phase we will train your core project team to have a strong understanding of the system. Your project team will learn how data is structured in Horizon, the available configuration options within the standard product and how the specific processes operate. This process involves reviewing your business processes as they are mapped to system functionality. It is your decision whether we deliver end user training or if you would prefer to adopt the ‘Train the Trainer’ approach. The implementation process will provide your core project team with a strong foundation to train co-workers. Our end user training services are delivered by our in-house team and tailored to suit your needs. We offer both classroom and webinar training. After commencement of live use of Horizon you will have access to our client portal for user guides, video clips, forums and helpdesk support.
Service documentation Yes
Documentation formats PDF
End-of-contract data extraction We can provide a full data extract via Oracle Data Pump Export (this can be made available weekly / at an agreed interval / at time of contract termination agreement) over SFTP (PGP / SSH).
End-of-contract process Following termination of the contract (for whatever reason), buyer shall certify that it has returned or destroyed all copies of the applicable software and confidential information of MRI and acknowledges that its rights to use the same are relinquished. Buyer shall use its commercially reasonable efforts to remove all buyer data from any software or SaaS service prior to termination of the contract. Buyer may engage MRI to assist buyer in removing such buyer data at MRI’s then standard rates. If any buyer data remains in the software or SaaS service more than thirty (30) calendar days after the effective date of termination, MRI may, in its sole discretion and without notice, delete any and all buyer data.

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 7
  • Internet Explorer 8
  • Internet Explorer 9
  • Internet Explorer 10
  • 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 Mobile apps are available for specific functional areas (e.g. Facilities Management).

Lightweight interface is available allowing access to key functionality on a tablet (e.g. iPad)

Full system functionality is available via supported browser on a desktop / laptop / tablet.
Service interface No
What users can and can't do using the API Data templates completed by the user and standard data load APIs are used to validate and upload data into Horizon as part of initial data take on.

Horizon supports RESTful / SOAP Web Services and flat file exchange including CSV, Tab Separated and XML over SFTP (PGP / SSH) for interface exchange with 3rd party systems allowing insert / delete / update activity validated according to system processes.

Specific interface requirements will be discussed and agreed with the user as part of the project implementation and associated configuration complete in partnership.
API documentation Yes
API documentation formats
  • HTML
  • ODF
  • PDF
  • Other
API sandbox or test environment Yes
Customisation available Yes
Description of customisation MRI Horizon is highly-configurable, providing the flexibility to fit your unique business needs. The configuration options within Horizon can be controlled and managed your in-house team, with few exceptions. We will work together on the set-up of Horizon during the implementation phase to empower your team to make their own configuration changes. This System Administration training will give you all the tools and knowledge required to make changes, without the intervention or need to commission MRI, although we will be available to provide support, as needed.


Independence of resources Horizon SaaS utilises VMware to provide clustered host resource pools (vCPU, RAM, Storage) and features including High Availability (HA) and Distributed Resource Scheduler (DRS) which ensure resources are available to support current and future growth of customer systems.

Each customer has dedicated virtual images (Application and Database Server) with appropriate resource reservations (vCPU, RAM, Storage) according to user and business process needs.


Service usage metrics Yes
Metrics types Customer defined Horizon System Administrators have the ability to run reports to view user metrics / usage (successful / unsuccessful login, session termination, data changes) through the standard user interface.
Reporting types
  • Real-time dashboards
  • Regular reports
  • Reports on request


Supplier type Not a reseller

Staff security

Staff security
Staff security clearance Other security clearance
Government security clearance Up to Developed Vetting (DV)

Asset protection

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 Complies with a recognised standard (for example CSA CCM version 3.0)
Penetration testing frequency At least once a year
Penetration testing approach Another external penetration testing organisation
Protecting data at rest Physical access control, complying with SSAE-16 / ISAE 3402
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 importing and exporting
Data export approach Data returned within the Horizon screens can be exported to Excel / Word by users based on data filters / functionality secured by Horizon roles.

Full data extract is available via Oracle Data Pump Export (this can be made available weekly / at an agreed interval) over SFTP (PGP / SSH).
Data export formats
  • CSV
  • ODF
  • Other
Other data export formats
  • •SQL Server Integration Services (SSIS) supported formats
  • •Tab delimited, XML, Web Services (Horizon SaaS or 3rd party)
Data import formats
  • CSV
  • ODF
  • Other
Other data import formats
  • •SQL Server Integration Services (SSIS) supported formats
  • •Tab delimited, XML, Web Services (Horizon SaaS or 3rd party)
  • •Excel Data Templates

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 IPsec or TLS VPN gateway

Availability and resilience

Availability and resilience
Guaranteed availability We use commercially reasonable efforts to ensure availability twenty -four (24) hours a day, seven (7) days a week, except for: (a) planned downtime (of which we provide adequate notice and will schedule to the extent practicable during the weekend hours), or (b) any unavailability caused by circumstances beyond our reasonable control, including without limitation, Force Majeure events or internet service provider failures or delays. We host our solution in a UK-based Tier 3 data centre that is designed to deliver high availability.
Approach to resilience Available on request
Outage reporting Salesforce support desk is used to manage customer / support interaction for specific customer system issues. E-mail advisories are in place and used to alert multiple customers / contacts of unplanned outages.

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication Username or password
Access restrictions in management interfaces and support channels Management interfaces and support channels are managed according to ISO 27001:2013 ISMS controls and processes including Access Control Policy, Roles and Responsibilities, Information Classification, Data Encryption, Clear Desk Policy, Equipment Security Policy and Third Party Security Policies.

In summary, the least privilege required for a role principal is followed in all areas.

Authorised customer contacts are held within our online help desk system and verified as part of support request processing.
Access restriction testing frequency At least every 6 months
Management access authentication 2-factor authentication

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 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 Between 1 month and 6 months
How long system logs are stored for Between 1 month and 6 months

Standards and certifications

Standards and certifications
ISO/IEC 27001 certification Yes
Who accredited the ISO/IEC 27001 BSI
ISO/IEC 27001 accreditation date ISO / IEC 27001:2013 gained 19/06/2014, annual audits undertaken April thereafter
What the ISO/IEC 27001 doesn’t cover ISMS Scope statement
“The Information Security Management System relating to the provision of the Horizon Software as a Service (SaaS) solution including the implementation, support and management of the Horizon solution installed within our virtual private cloud. This is in accordance with the Statement of Applicability version 1.3, dated April 2016.”

Scope Details
The scope of the MRI Software EMEA ISMS applies to the implementation and support of the Horizon software solution (SaaS) installed in the MRI Software EMEA’s virtual private cloud.

The scope boundaries also includes:

-Private Cloud infrastructure management by the infrastructure team
-Horizon architecture management by the solution architecture team
-Horizon implementation services by the professional services team
-Horizon support services by the support team
-Horizon development services by the development team

-HR outside of Horizon Business unit, Sales, Marketing, Finance, Admin
-All other offices, except the London King Street office
ISO 28000:2007 certification No
CSA STAR certification No
PCI certification No
Other security certifications No

Security governance

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 ISO 27001:2013 certification

Operational security

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 Horizon SaaS Infrastructure is managed according to ISO 27001:2013 ISMS including technical platform patching (e.g. non-production testing, sign off), risk assessment and corrective action tracking.

Horizon is developed according to Secure Coding Practice Guidelines utilising a Subversion repository allowing code changes to be tracked at line level.

Executables are built from Subversion and subjected to separate Development, System Test and Release Testing cycles within dedicated non-customer environments.

Releases to customer environments are authorised by the customer via a release notice and sign off test plan.

An external Application / Penetration Test is undertaken annually against the latest Horizon Application build.
Vulnerability management type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach Horizon vulnerabilities are managed according to ISO 27001:2013 ISMS controls and processes which allow risks to be tracked throughout the risk life (identification, assessment and treatment).

Quarterly Scheduled Maintenance is undertaken to ensure that the technical platform is routinely patched to the latest available security guidelines / patches.

Short notice (2 hours) Essential Maintenance may be undertaken based on a risk assessment to ensure that critical vulnerabilities are addressed outside of Quarterly Scheduled Maintenance as required.

3rd party security forums and alert services (e.g. ISC) are subscribed to along with automatic security device signature updates.
Protective monitoring type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach Protective monitoring and associated responses are managed according to ISO 27001:2013 ISMS controls and processes utilising a mixture of automated features at security device level (e.g. automatic blocking based on severity / signatures) and manual interaction based on alerts (e.g. manual investigation of alert before intervention).
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 Incidents are managed according to ISO 27001:2013 ISMS controls and processes which includes a defined "Security Incident Management Policy" including reporting mechanisms for both Information Technology and Physical Security incidents, incident logging, communication to internal and external parties, escalation, reporting, planning, implementation of preventative actions, securing / forensic evidence and continued improvement / incident review.

Secure development

Secure development
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

Public sector networks
Connection to public sector networks No


Price £21000 per instance per year
Discount for educational organisations Yes
Free trial available No

Service documents

pdf document: Pricing document pdf document: Skills Framework for the Information Age rate card pdf document: Terms and conditions pdf document: Modern Slavery statement
Service documents
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