g2 Business Services

g2 metrix

g2-metrix is a performance management software suite for facilities management. The software includes high level dashboard, KPI scorecard and service & compliance audit modules, along with a middleware module for importing data from any CAFM system. An independent, proven solution for managing FM service and supplier performance.

Features

  • On demand access to KPI dashboards, scorecards and reports
  • Colour coded key outcome and key indicator weighted model
  • Share and collaborate over performance (good and bad)
  • Independent governance and compliance performance audit
  • Trend and correlate performance over extended time periods
  • Quickly identify KPI failures and trends
  • Issue KPI failures and actions then track their resolution
  • Compare year on year performance (e.g. 2017/18/19 etc)
  • Visibility for all involved in service and supplier performance
  • Analytical reporting suite online and downloadable formats

Benefits

  • Better use of your resources
  • Visible engagement and collaboraton for all involved in performance
  • Import data from 3rd party systems for scoring purposes
  • Independent validation of CAFM/Helpdesk systems
  • Dashboard, scorecard, audit and KPI databank models available
  • Reduces errors in KPI reporting
  • Drives improvement in service delivery
  • Eliminates moving data into spreadsheets for KPI reporting
  • Proven time and cost reduction managing service & supplier performance
  • Full support from an expert FM performance management company

Pricing

£1,000 a user a year

Service documents

Framework

G-Cloud 12

Service ID

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

Contact

g2 Business Services Graeme Chalmers
Telephone: 01414276611
Email: graeme.chalmers@g2bs.com

Service scope

Software add-on or extension
No
Cloud deployment model
Private cloud
Service constraints
No significant constraints, we guarantee a 98.7% uptime, the remaining time we allocate to planned maintenance. We provide advanced notice of any planned maintenance. Planned maintenance is usually carried out outwith UK normal working hours.
System requirements
  • Web browser - versions as stated in the browser section
  • For mobile application - Android V3 and above
  • For mobile application - IOS V10 and above
  • For mobile application - Windows Mobile V8.1 and above

User support

Email or online ticketing support
Email or online ticketing
Support response times
Maximum response time is 4 hours in normal working hours, average response time trend is less than 1 hour in normal working hours. Response times are different out with normal working hours including weekends where the maximum response time is calculated from the start of the next available working day.
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
No
Onsite support
Yes, at extra cost
Support levels
We provide ongoing support through a dedicated account manager. Technical support is provided by a dedicated technical manager. Access to support is via a dedicated and monitored help@g2bs.com. We provide by contractual commitment a dedicated service level. We operate to a reasonable use policy, where support requests are provided within the contracted costs subject to the number of requests for support being fair and reasonable. The parameters of this are usually agreed prior to service commencement.
Support available to third parties
Yes

Onboarding and offboarding

Getting started
Based on client requirements. We provide pre-start user workshops. We also provide onsite training and/or online/telephone training. We provide comprehensive user guidance and documentation. We also provide a client bespoke set up and operations manual.
Service documentation
Yes
Documentation formats
  • HTML
  • ODF
  • PDF
End-of-contract data extraction
Users can download their information at any time, information is available to download in Microsoft xls, xml or pdf formats. Nominated system administrators can request a complete download of all Client data in csv or xml formats.
End-of-contract process
Disabling Cloud Software users and providing Clients with their data is included, subject to any data request being made within 30 calendar days after contract end. Reinstatement requests made after the contract end date will be chargeable. Any data requests made after 30 days will be chargeable.

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
(1) Intelligent user display where the g2-metrix application recognises the type of device being used to access the software and auto-reconfigures the user display to suit the device screen being used
(2) The audit module of g2-metrix is available to use offline by downloading a mobile application configured for Android, IOS and Windows Mobile devices
Service interface
No
API
No
Customisation available
Yes
Description of customisation
The g2-metrix software suite is configurable and customised to suit the end user requirements [e.g key performance indicators, audit questions, performance targets/thresholds, weightings et al]. These parameters are agreed at the outset and the software configured accordingly. System administrators are able to change/edit these parameters. Standard reports are provided. Customised reports and additional reporting outputs are available. Customised and/or additional reporting services are configured by us based on stated customer parameters.

Scaling

Independence of resources
Dedicated service level. The SLA is fully set out in our Service Definition Document

Analytics

Service usage metrics
Yes
Metrics types
User logs - date/time log-in, date/time log-out
Reporting types
Reports on request

Resellers

Supplier type
Not a reseller

Staff security

Staff security clearance
Conforms to BS7858:2012
Government security clearance
Up to Security Clearance (SC)

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
No
Datacentre security standards
Complies with a recognised standard (for example CSA CCM version 3.0)
Penetration testing frequency
At least every 6 months
Penetration testing approach
In-house
Protecting data at rest
Physical access control, complying with CSA CCM v3.0
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 export approach
Users can download their data using the tools and functions available to the User to export their data in xls and pdf formats.
Data export formats
CSV
Data import formats
  • CSV
  • Other
Other data import formats
Xml

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

Guaranteed availability
A dedicated service level is provided through contractual commitment. The full SLA is set out in our service definition document.
Users are refunded on a lost time basis. Calculation based on the annual cost of the license/user, refund offered on a pro-rated cost per day/user basis to a maximum % of the annual license fee paid.
Approach to resilience
Available on request
Outage reporting
We operate to a 24/7 service monitoring protocol for all hardware, software and accessibility platforms. Service outages are issued to Users by E-mail alert.

Identity and authentication

User authentication needed
Yes
User authentication
Username or password
Access restrictions in management interfaces and support channels
Assured by independent validation of assertion
Access restriction testing frequency
At least every 6 months
Management access authentication
Username or password

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
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
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
We operate a bespoke internal information management and security policy. A company director, who is an independently certified auditor, is a nominated senior person who has direct responsibility for all key processes and policies operating in our business.
Our datacentre provider is ISO27001 accredited.
Information security policies and processes
A company director, who is an independently certified auditor, is the nominated senior person who has direct responsibility for all key processes and policies operating in our business. We operate a bespoke security and information management policy which is aligned to ISO27001 and validated by our certified auditor. In conjunction with this we operate bespoke business processes and procedures following a structured QMS. Any issues or incidents are reviewed at weekly team meetings. Any incident or issue is reviewed in line with our internal processes and procedures to identify where the matter related to a failure to follow a process, or where a change to the process is required. Personnel issues are resolved through training, coaching and/or mentoring. Process issues are resolved through process changes and personnel training accordingly.

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
Version control in use following a defined internal process. Security impact assessment is completed, managed and mitigated accordingly. Changes are reviewed for security impact prior to being approved for design, following design and prior to implementation and following implementation in QA and testing. Penetration testing and vulnerability code scans are completed after every staged approved version release.
Vulnerability management type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach
Our vulnerability management approached is structured in relation to our infrastructure. Our datacentre infrastructure, and supporting security environment, is 24/7 monitored for all threats and flagging potential threats. Patch management operates on a priority basis, critical patches are deployed within 24 hours, other patches are impact assess for deployment in a structured programme over the following 7 and 28 days, dependent on the patch impact assessment. Encryption cypher review cycle is 28 days and updated as required. Development and live applications vulnerability code scan, and/or pen tested, on version or critical patch update. In any case every six months.
Protective monitoring type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach
Known threats are removed, or mitigated, in application and infrastructure design. We operate a 24/7 monitoring programme inclusive of intrusion and change detection systems. Any potential issues are identified and alerts are issued to 2 no. key staff on a 24/7 basis. We operate a 4 tier security infrastructure, where the first tier is breached then a lockdown protocol is initiated. Any potential compromise is isolated and mitigated or removed within 24 hours.
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
Our incident management follows a defined process. We operate a 24/7 monitoring programme. Any issues or potential issues are identified and alerts are issued to 2 no. key staff on a 24/7 basis. We operate a ticketing system via our datacentre 24/7 monitoring and support process. Tickets are issued to 2 no. key staff for action. Tickets remain open until satisfactory incident closure by a senior staff member. Common User incidents are reported through our helpdesk, and responded to within 1 hr to max. 4 hours during normal hours. Incident reports are available on request.

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
£1,000 a user a year
Discount for educational organisations
No
Free trial available
No

Service documents