MRI Software EMEA Limited


MRI SLM is an industry leading real estate software application that provides a complete end to end marketing and property management solution for over 160 organisations. Our solution includes comprehensive marketing, client accounting, property maintenance management, document creation, diary, integration with office, mobile apps, and web portals.


  • Powerful database solution to manage sales and lettings activities
  • Communicates with Rightmove, Zoopla, social media, Google Maps
  • Applicant and lead capture including property matching, marketing and referrals
  • Full diary and task management capability
  • Integrates with Word and Outlook
  • Full tenancy management capability
  • Full management and accounting history of a tenancy
  • Specialist solution with over 25-years of development
  • Compatible with mobile devices


  • Stay on top of RICS and ARLA compliance
  • Greater financial visibility reduces debtor days
  • Compatible with mobile devices, enabling access on the move
  • Highly configurable to the customer's business needs
  • Scalable and cost effective solution
  • Integrates with Microsoft products
  • No duplication between sales and lettings data
  • Web based and easy to implement
  • Analytics and KPI's reporting tools provide business insights


£450 to £680 per user per year

  • Education pricing available

Service documents


G-Cloud 11

Service ID

4 6 3 9 5 9 7 8 6 5 5 0 1 2 0


MRI Software EMEA Limited

Steven Fox

020 3861 7100

Service scope

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 MRI SLM forms one of the modules of our MRI Living solution, which combines the industry-leading functionality of MRI SLM with MRI PM's powerful service charge accountancy functionality.
Cloud deployment model
  • Private cloud
  • Community cloud
  • Hybrid cloud
Service constraints None
System requirements Internet Explorer 11, Safari 9.02, Chrome 52.x 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 MRI SLM has an intuitive and easy-to-use interface, which requires minimal user training. To ensure that your organisation realises the maximum benefit of the software and return on investment, we recommend initial end user training during the implementation phase. We advise purchasing two days of training for each user type: sales staff, lettings staff and management/accounts staff.
We offer both classroom and webinar training. Training can be delivered at either our London office or at your office location.
After implementation, additional training services may be purchased at any time, for example if there is a change in staff.
Service documentation Yes
Documentation formats
  • ODF
  • PDF
End-of-contract data extraction Data extract can be provided in CSV, Excel or XML format
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 11
  • Chrome
  • Safari 9+
Application to install No
Designed for use on mobile devices No
Service interface No
What users can and can't do using the API The API allows data in some parts of the system to be extracted and communicated to third party systems.
API documentation No
API sandbox or test environment No
Customisation available Yes
Description of customisation Systems Administrators can configure various parts of the software using the system, site and employee level parameters. Access to data can be restricted according to an individuals access rights via role and branch security


Independence of resources Every client runs on their own instance of Oracle so are unaffected by other users and utilises VMware to provide clustered host resource pools (vCPU, RAM, Storage) which ensure resources are available to support current and future growth of customer systems with appropriate resource reservations (vCPU, RAM, Storage) according to user and business process needs.


Service usage metrics No


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 Managed by a third party
Penetration testing frequency Less than once a year
Penetration testing approach Another external penetration testing organisation
Protecting data at rest Physical access control, complying with another standard
Data sanitisation process Yes
Data sanitisation type Deleted data can’t be directly accessed
Equipment disposal approach A third-party destruction service

Data importing and exporting

Data importing and exporting
Data export approach Request CSV / Excel
Qube SLM reporting and export as Excel
Automated Excel reporting
Data export formats
  • CSV
  • Other
Other data export formats
  • Excel
  • XML
Data import formats
  • CSV
  • Other
Other data import formats
  • Excel
  • XML

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 TLS (version 1.2 or above)

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 User name links to specific security roles
Access restriction testing frequency At least once a year
Management access authentication
  • Dedicated link (for example VPN)
  • Username or password

Audit information for users

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 Between 6 months and 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 Between 6 months and 12 months
How long system logs are stored for Between 1 month and 6 months

Standards and certifications

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

Security governance
Named board-level person responsible for service security Yes
Security governance certified No
Security governance approach Data centre Infrastructure and associated services are managed according to ISO 27001:2013 controls and processes. MRI SLM security and processes are used to manage the Application Platform, we follow ISO27001 principles.
Information security policies and processes Data centre Infrastructure and associated services are managed according to ISO/IEC 27001 controls and processes. MRI SLM security and processes are used to manage the Application Platform.

Operational security

Operational security
Configuration and change management standard Supplier-defined controls
Configuration and change management approach New code would fit under the existing security layer.
TortoiseSVN is used to record code changes.
software changes are tested before roll out and then re-tested by clients.
Vulnerability management type Supplier-defined controls
Vulnerability management approach Internal and external testing
Patches can be rolled out, as required
Information from internal and external analysis
Protective monitoring type Supplier-defined controls
Protective monitoring approach Analysis of logs, instant alerting systems to identify changes from normal use, response as appropriate within commercially reasonable standards.
Incident management type Supplier-defined controls
Incident management approach Incidents are managed by the support desk from investigation to resolution. Clients receive an e-mail alert for notification and a follow up report for resolutions.

Secure development

Secure development
Approach to secure software development best practice Supplier-defined process

Public sector networks

Public sector networks
Connection to public sector networks No


Price £450 to £680 per user per year
Discount for educational organisations Yes
Free trial available No

Service documents

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