Fixflo

Fixflo

Fixflo is a repairs and maintenance system which enables the management of reactive & planned maintenance.

It allows occupiers to report maintenance issues online and gives them the tools and advice for self-resolution.

It also provides powerful workflow and appropriate communication tools to manage maintenance works from end to end.

Features

  • Online picture based repair reporting portal
  • Custom guidance and advice to occupiers when reporting repairs
  • Maintenance issues can be reported in 40+ different languages
  • Extensive maintenance workflow management
  • Configurable maintenance workflow automation
  • Contractor certification and compliance management
  • Centralised and audited communications for maintenance
  • Audit trail of all actions and communications for a job

Benefits

  • Issues can be reported online with more relevant information gathered
  • Reduce the number of maintenance issues reported with in-system guidance
  • Improve the quality of information gathered about issues
  • Improve the quality of data for occupiers, properties etc
  • Manage more properties with the same number of staff
  • Contractors can provide updates (appointment, completion, invoicing) remotely
  • Improve contractor management with automated reminders and a clear process
  • Enhance communication between stakeholders involved with the repair
  • Protect properties by automating out-of-hours maintenance
  • Occupiers receive updates on their issue as it progresses

Pricing

£0.09 to £0.35 per unit per month

Service documents

Framework

G-Cloud 11

Service ID

4 5 0 1 3 1 9 7 8 5 4 1 7 5 4

Contact

Fixflo

Lewis Bray

02071831222

lewis.bray@fixflo.com

Service scope

Software add-on or extension
Yes, but can also be used as a standalone service
What software services is the service an extension to
Fixflo integrates with many property management systems/CRMs including:

MRI Qube, Propman, Re-leased and many others.

Bespoke integrations available
Cloud deployment model
Public cloud
Service constraints
An internet connection is required to use Fixflo.

Fixflo is a browser-based internet application.

Fixflo makes extensive use of JavaScript and there is no fail over version where JavaScript has been disabled.

Fixflo requires the use of cookies. First-party cookies are used for client-side user authentication where required. Third-party cookies (Google Analytics) are used for analytics so that we may provide a better service.

The devices and browser versions that are supported are under constant review. Fixflo is tested against the following browsers:
IE11+, IOS Safari 7.0+, Android 4.4+, Latest versions of MS-Edge, Firefox and Chrome
System requirements
  • Internet connection
  • JavaScript must be enabled on the browser
  • Supported browsers: IE11+
  • Browsers: Latest versions of MS-Edge, Firefox, Chrome, IOS Safari 7.0+
  • Fixflo contractor mobile app: iOS and Android compatible

User support

Email or online ticketing support
Email or online ticketing
Support response times
Emails and tickets are responded to 9:00 - 17:00 (UK Time) , Mon-Fri.
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
Web chat
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
Fixflo's web chat software is provided by Hubspot and is accessible from our main marketing website: fixflo.com.

If a user is struggling to use this functionality, we are happy to contact them using alternative means.
Web chat accessibility testing
Our web chat software is provided by Hubspot, a third party software company. All assistive technology testing is completed by them. We do not have access to their data for this.
Onsite support
Yes, at extra cost
Support levels
All clients can access a 24/7 help site from their Fixflo system which provides access to: help articles for all major features in the system; articles on how to incorporate Fixflo into their processes; a library of self-help videos/tutorials; release notes for Fixflo and a ticketing system to ask any questions not answered by our help site.

All clients can also sign up to regular training webinars. Training webinars for new users are fortnightly. New features are covered in a separate monthly webinar.

Our Customer Success team can be contacted Mon - Fri 9:00 - 17:00 via email or phone.

On-boarding offered varies by client size.

All of our clients are assigned a dedicated Customer Service Executive to help with the change management process of using Fixflo. Guidance will be offered on how to upload data as well as internally and externally promoting usage of Fixflo.

Clients paying > £499 will have access to all the previous with the addition of 1-2-1 training delivered online.

On-site training is also offered to clients. This is not included in the cost of the software and carries a minimum fee of £350 (ex. VAT) per half day.
Support available to third parties
Yes

Onboarding and offboarding

Getting started
Fixflo provides extensive user documentation via an online help site.
The help site also includes tutorials in the form of videos.

All clients are given access to training materials and self-service online webinars. The webinars run fortnightly and monthly. Clients will also receive an on-boarding call from their dedicated Customer Service Executive who will assist them with:

- importing data into the Fixflo system
- Guidance and help with the change management process of implementing Fixflo
- Help setting up the system (branding, content customisation, team setup...)

Our on-boarding process aims to do the above within 30 days of the client signing up.

New clients paying over £499 (ex.VAT) a month will receive all of the above with the addition of 1-2-1 online training.

On-site training is available to all clients for the minimum cost of £350 (ex.VAT) per half day of training.
Service documentation
Yes
Documentation formats
  • HTML
  • PDF
End-of-contract data extraction
Most data can be manually extracted by the user directly from their system.

Any data which the client needs that cannot be extracted manually can be provided if requested. The data must be requested within 60 days of cancellation.
End-of-contract process
We can provide clients with a detailed guide on how to end their subscription with Fixflo.

The majority of our clients sign up to monthly rolling contracts. Fixflo is provided on a subscription basis.

Notice to cancel will need to be given with a month's notice.

Once notice is received, the client won't be able to access their Fixflo system when the final month paid has lapsed.

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
The Fixflo service provides two distinct pieces of software.

The core product is a web based application which runs on a browser. Mobile support is provided with a responsive web design.

We also have a native contractor app (iOS/Android) to allow contractors to progress jobs through the workflow while out in the field. Core differences between this app and the desktop version are that the native app allows certain actions to be performed offline. The native app also features a reduced feature set and a slightly different UI/UX to the desktop version.
Service interface
Yes
Description of service interface
Responsive web UI
Latest versions of MS-Edge, Firefox, Chrome , IE11+ and IOS Safari 7.0+
Accessibility standards
WCAG 2.1 A
Accessibility testing
None.
API
Yes
What users can and can't do using the API
Fixflo integrates with third-party systems through the use of APIs or an iframe plug-in.

The Agency APIs are available to any registered organisation. These APIs exist to allow integration with third party systems. The APIs enable the reading of issue report data and associated entities as well as CRUD operations around entities.

We also provide Third Party administration APIs which are designed for software providers who wish to integrate Fixflo into their systems.

Fixflo's API supports RESTful HTTP methods: GET, POST and DELETE.

The API exposes most of Fixflo's core functions such as: properties, units, occupiers, contractors and much more. Fixflo's API is constantly being developed and added to.

Authorisation is attained using an appropriate request header.
Both BasicAuth and Bearer tokens (preferred) are supported. Bearer tokens follow OAuth standards.
API documentation
Yes
API documentation formats
  • HTML
  • ODF
  • PDF
API sandbox or test environment
Yes
Customisation available
Yes
Description of customisation
Fixflo is a white-label product. Users can apply their own brand logo and colours throughout the system.

Fixflo offers guidance and advice to occupiers reporting issues. This guidance and advice, while we offer default templates, can be customised.

Fixflo sends out a number of emails, triggered both manually and automatically. Templates for many of these emails can be customised (headers, footers, wording etc.).

Customisation of all the above is done simply through the 'Settings' section on a client's Fixflo system. Only users with 'Admin' permission can access these settings.

External references can also be added to all contacts and property data to bridge data between Fixflo and other systems.

Scaling

Independence of resources
Fixflo uses scaleable server technology. If more demand is placed on our servers, our server capacity will increase to meet it.

Fixflo operates a fair usage policy that prevents one client taking up more resource than is fair.

Analytics

Service usage metrics
Yes
Metrics types
Fixflo provides all users with a configurable dashboard unique to their log in.

Each dashboard can be customised with a selection of panels displaying information about maintenance jobs status, contractors, team performance, comments etc.

The panels present data in a variety of different formats (e.g lists, graphs, grids) which can be filtered by data relating to a specific user, team or type of maintenance.

Fixflo also provides users with a number of reports which they can download ad-hoc or configure to be sent to them or any other email of their choice at a time interval of their choosing.
Reporting types
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

Supplier type
Not a reseller

Staff security

Staff security clearance
Staff screening not performed
Government security clearance
None

Asset protection

Knowledge of data storage and processing locations
Yes
Data storage and processing locations
  • United Kingdom
  • 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 every 6 months
Penetration testing approach
Another external penetration testing organisation
Protecting data at rest
  • Physical access control, complying with CSA CCM v3.0
  • 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 export approach
Fixflo users can export the majority of list views in the system as either CSVs or PDFs.

For example, if the user views a list of contractors on their Fixflo system they can use search filters to include only contractors that provide the service "plumbing". They can then click on an option to export the filtered search results as either a CSV or a PDF.

Fixflo also offers a number of reports which can be sent as emails at a date and time interval of the user's choosing. The email will also contain the data as a CSV attachment.
Data export formats
  • CSV
  • Other
Other data export formats
Media files (PNG, JPEG, MP4, MP3 etc.)
Data import formats
  • CSV
  • Other

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)
  • IPsec or TLS VPN gateway

Availability and resilience

Guaranteed availability
Fixflo is available online 24/7 all year with an average up time of 99.9% over the last 12 months.
Approach to resilience
Available on request
Outage reporting
Via a public dashboard which can be found at status.fixflo.com

Identity and authentication

User authentication needed
Yes
User authentication
  • 2-factor authentication
  • Username or password
Access restrictions in management interfaces and support channels
Access to client information is clearly divided by business function.

The Customer Success and Development teams have access to management interfaces and client data as it is needed to help configure systems and help with troubleshooting.

Other teams are given fewer permissions. This is managed via an internal permissions-based system.
Access restriction testing frequency
At least every 6 months
Management access authentication
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Username or password

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 receive audit information on a regular basis
How long supplier audit data is stored for
Between 6 months and 12 months
How long system logs are stored for
Between 1 month and 6 months

Standards and certifications

ISO/IEC 27001 certification
No
ISO 28000:2007 certification
No
CSA STAR certification
No
PCI certification
No
Other security certifications
No

Security governance

Named board-level person responsible for service security
Yes
Security governance certified
No
Security governance approach
The Chief Technical Officer (CTO) and the Data Protection Officer (DPO) are responsible for security governance and data protection. An information security and data protection policy has been implemented which governs key aspects of information security and data protection in relation to both the service provided and internal company affairs. The DPO is responsible for ensuring that security amendments required as a result of applicable legal and regulatory changes are implemented. Access to systems which contain personal data is restricted to only those employees that need access. Optional 2-factor authentication is available for clients. Fixflo is GDPR compliant.
Information security policies and processes
Fixflo’s information security and data protection policy referred to above is readily available on the company’s internal file sharing system and can be shared on request from clients. Each employee has confirmed in writing that he/she has read and understood this policy which is enforced by team leaders. Before GDPR was implemented all employees underwent training which involved a written test as part of it. All new starters have to undergo the same GDPR training with the DPO as part of their onboarding and employees are invited to undergo refresher training on an annual basis.

There is a strict process for reporting possible data breaches which all employees must follow to ensure that the DPO is notified as soon as possible to ensure the appropriate mitigation steps are taken. If a data breach has occurred then the ICO will be notified within 72 hours.

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
Sprints are released on a fortnightly basis.

Pre-check and code reviews are carried out on an automated basis.
Pre-check unit tests are carried out on an automated basis.
Pre-release integration test.
Full code history audit .
Full code release audit.
Vulnerability management type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach
Sure Cloud automated penetration test to PCI-DSS standard

Release undertaken every fortnight. Patches are rarely required but can be carried out as required.

Information about potential threats is received from a third party (Blackfoot UK)
Protective monitoring type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach
Error log monitoring (Graylog)
Traffic monitoring (Application Insights)

Assessment and action is carried out on a demand basis.
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
NA

Secure development

Approach to secure software development best practice
Conforms to a recognised standard, but self-assessed

Public sector networks

Connection to public sector networks
No

Pricing

Price
£0.09 to £0.35 per unit per month
Discount for educational organisations
No
Free trial available
Yes
Description of free trial
Free two week trial can be granted on an ad-hoc basis if the client can demonstrate a need for it.

This will give the client access to a full system, with all features enabled.
Link to free trial
https://register.fixflo.com/Auth/AgencyReg?

Service documents

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