AiM Ltd

DataServe® - Next Generation Customer Web Portal Cloud Software Platform

The dataServe® web-portal is a low code, persona-driven, smart platform powered by new technology that intelligently understands and anticipates users’ needs, equipped with exceptional automated workflows/connectors that can front all back-office IT systems. Delivers:

 1. Digital transformation.
 2. Digital experience for users.
3. Service resilience.

Features

  • Low code, smart web-portal.
  • Persona driven, multi-tenant with powerful permission/role schemas.
  • Powered by new technology - eg machine learning, chatbot.
  • Intelligently understands and anticipates users’ needs.
  • Connects users with the resources they need without a catalogue.
  • Browser-driven, frictionless service.
  • Modern, engaging user interface, that is intuitive/responsive.
  • Single website that everyone goes to for their IT services.
  • Equipped with exceptional automated workflows and connectors.
  • One portal multiple points of access.

Benefits

  • Only one web-portal required, multiple points of access.
  • Supports digital transformation for legacy and modern system access.
  • Supports enhanced user digital experience.
  • Intelligently links users with required resources using key words.
  • Supports service resilience. Can spin up new service objects quickly.
  • Easy to use and intuitive.
  • With low code form builders makes application/API connections easy.
  • One portal/website means reduced support and maintenance costs.
  • Scaleable using modern JavaScript frameworks.
  • Allows full branding, low code configration changes by organisations.

Pricing

£1.50 to £500.00 a user a year

  • Education pricing available
  • Free trial available

Service documents

Request an accessible format
If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at steve_ackland@aimltd.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 12

Service ID

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

Contact

AiM Ltd Steve Ackland
Telephone: +44 (0) 8448 040 653
Email: steve_ackland@aimltd.uk

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
AiM DataBelt®
AiM DataChain®
AiM DataTrove®
Any application with API or Web Services
Cloud deployment model
  • Public cloud
  • Private cloud
  • Hybrid cloud
Service constraints
No, technology agnostic
System requirements
  • System agnostic.
  • HTTPs or encrypted VPN.

User support

Email or online ticketing support
Email or online ticketing
Support response times
SLA driven response times - eg P1s immediately
User can manage status and priority of support tickets
No
Phone support
Yes
Phone support availability
24 hours, 7 days a week
Web chat support
Web chat
Web chat support availability
24 hours, 7 days a week
Web chat support accessibility standard
WCAG 2.1 AAA
Web chat accessibility testing
Regular testing with different communities on portal/website
Onsite support
Yes, at extra cost
Support levels
Three service windows:
1. 08.30 - 17.30 Monday to Friday, excl public holidays. £15,000/year
2. 07.00 - 19.00 Monday to Friday, excl public holidays. £20,000/year
3. 24x7x365 £30,000/year

Response and resolution time SLAs depend on call priority but are the same for all service windows. For example, P1s are responded to in 30 minutes.
Support available to third parties
Yes

Onboarding and offboarding

Getting started
Provide a full onboarding project as required
Service documentation
Yes
Documentation formats
  • HTML
  • PDF
End-of-contract data extraction
Only journals, job information, logs, case management tickets will be held in the system.

Customer makes a request and AiM will provide the user with the ability to extract their data before the contract ends. 1 month after the data will be destroyed.
End-of-contract process
Price includes removal of data by customer.

Using the service

Web browser interface
Yes
Supported browsers
  • Internet Explorer 9
  • Internet Explorer 10
  • 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
Google Material Design in design allowing same UI deployed to any device.

Mobile provides functionality on reports, approvals, alerts.

Desktop provides full functionality of the system.
Service interface
Yes
Description of service interface
The application has a service interface that ensures the platform is monitored at all times.
Accessibility standards
WCAG 2.1 AAA
Accessibility testing
Full system and use case testing
API
Yes
What users can and can't do using the API
The API will allow integration with any other tool, or utility through its workflows and connectors.
API documentation
Yes
API documentation formats
  • HTML
  • PDF
API sandbox or test environment
Yes
Customisation available
Yes
Description of customisation
Tool can be configured in terms of connections, user interface etc.

Significant functional code changes are not possible by the user, only Aim.

Scaling

Independence of resources
Highly resilient cloud and JavaScript frameworks, with scaleable hosting resource, guaranteed minimum provision supported by service credits.

Analytics

Service usage metrics
Yes
Metrics types
Availability
Response times
Reporting types
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

Supplier type
Not a reseller

Staff security

Staff security clearance
Conforms to BS7858:2012
Government security clearance
Up to Developed Vetting (DV)

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
‘IT Health Check’ performed by a CHECK service provider
Protecting data at rest
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Physical access control, complying with another standard
  • Encryption of all physical media
Data sanitisation process
Yes
Data sanitisation type
  • Explicit overwriting of storage before reallocation
  • 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
API link to customer data sources to identify, check, classify and index data. The system will allow the data to be processed to be exported. Data processed/analytics push back to databases, CSV, PDF.
Data export formats
  • CSV
  • ODF
  • Other
Other data export formats
  • All database platforms
  • PDF
Data import formats
  • CSV
  • ODF
  • Other
Other data import formats
All database platforms.

Data-in-transit protection

Data protection between buyer and supplier networks
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
Data protection within supplier network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway

Availability and resilience

Guaranteed availability
99.99%
2% of monthly charge per outage below threshold.
Approach to resilience
Available on request.
Outage reporting
Service health public dashboard
Email alerts

Identity and authentication

User authentication needed
Yes
User authentication
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Dedicated link (for example VPN)
  • Username or password
Access restrictions in management interfaces and support channels
Access controls using standard methods and API, eg:

1. Role based control.
2. Dedicated links.
3. Passwords, system accounts.
4. IP range restrictions.
Access restriction testing frequency
At least once a year
Management access authentication
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Dedicated link (for example VPN)
  • 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 contact the support team to get audit information
How long supplier audit data is stored for
At least 12 months
How long system logs are stored for
At least 12 months

Standards and certifications

ISO/IEC 27001 certification
Yes
Who accredited the ISO/IEC 27001
CQS
ISO/IEC 27001 accreditation date
2018
What the ISO/IEC 27001 doesn’t cover
All services and operations are covered.
ISO 28000:2007 certification
No
CSA STAR certification
No
PCI certification
No
Other security certifications
Yes
Any other security certifications
  • Cyber Essentials
  • ISO 22301

Security governance

Named board-level person responsible for service security
Yes
Security governance certified
Yes
Security governance standards
  • ISO/IEC 27001
  • Other
Other security governance standards
Cyber Essentials
ISO 22301 Business Continuity
Information security policies and processes
All those required by ISO/IEC 27001 and ISO 22301. Recorded in our ISM Manual and Statement of Applicability, and BCM Manual.

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
Configuration management and Change/Release Management policies, backed up by processes and controlled in BMC Remedy CMDB, Jira following common data model, ITIL, software development best practices.

IT assets are controlled from purchase/development to disposal and service introduction assesses security risk and data protection risk in terms of any data it will host.
Vulnerability management type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach
We use a 3rd generation EDR tool to assess threats such as zero day threats and from this vendor obtain details of potential threats. Emergency patches deployed in 4-6 hours.
Protective monitoring type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach
Regular checks made of the code to ensure no vulnerabilities if penetrated (regular penetration testing).

Use of 3rd generation EDR tools to ensure endpoints of the service and system are secured to reduce the risk of external penetration from attack vectors, detect attacks and respond to them.

A security event raises a security incident for immediate escalation to the operations and SecOps teams. Response is immediate.
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 and major incident process defined through ITIL best practice managed by service desk on Remedy ITSM system.

Users report incidents to the service desk by phone, email or portal.

For each P1 and P2 a major incident report is generated for the user (security, operational, or other).

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

Connection to public sector networks
No

Pricing

Price
£1.50 to £500.00 a user a year
Discount for educational organisations
Yes
Free trial available
Yes
Description of free trial
14 day trial supported by AiM.
Set up and initial training. Help with use cases and success criteria.
Access to the software and facilitated help throughout.
Assessment at end of trial.

Service documents

Request an accessible format
If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at steve_ackland@aimltd.uk. Tell them what format you need. It will help if you say what assistive technology you use.