FinancialForce.com, Inc. UK Branch

FinancialForce Professional Services Automation

Professional Services Automation (PSA) provides effective resource and work management for service related organisations that wish to ensure that they use their Human Capital as effectively as possible by placing right people on the right projects. Projects may be audits, Inspections, Cases. Visibility provided. Low Code approach assured. Full mobility.

Features

  • Low Code agile deployment through configuration
  • Proven in Central government
  • Dashboard and reporting capabilities in real time
  • Collaboration tool incorporated
  • Workflow and alerting incorporated
  • Fully mobile on leading hand held devices
  • Full capability to drill from Dashboard to underlying detail
  • ERP that can be extended to other Services
  • Globally recognised by analysts as the leading PSA Cloud application
  • Runs on the globally trusted salesforce platform

Benefits

  • Ability to build prototype and then go live is quick
  • Central government references to confirm capabilities
  • Visibility of utilisation gives clear up to date picture KPI's
  • Full audit trail through "Chatter" collaboration & internal communication
  • Very flexible workflow and alerting - low code approach
  • Have information and KPI's to hand at all times
  • Red flags highlighted on dashboard can be examined quickly
  • Large Eco-system of Applications through Salesforce's App Exchange
  • Reassurance of widely used application with proven benefits
  • Salesforce platform best protects your investment. Universally trusted

Pricing

£1000 per user per year

  • Education pricing available

Service documents

G-Cloud 11

515745509198087

FinancialForce.com, Inc. UK Branch

Rob Johnson

07810658918

rjohnson@financialforce.com

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 Salesforce uses same sets of Master Data such as "Accounts", "Contacts", "Price Book", "Opportunity". This means if using FinancialForce & Salesforce; data silos are eliminated with one version of the truth centred around "Accounts". Salesforce platform tools work across Salesforce, FinancialForce. These include "Chatter" collaboration, workflow, Dashboard and reporting.
Cloud deployment model Public cloud
Service constraints No constraints. True Public Cloud offering on the Globally recognised Salesforce platform. So long as you have access to the internet, you can have access to our applications assuming you have the correct licenses and permissions.
System requirements
  • SaaS accessed over internet.
  • Recent versions of most major browsers are supported.
  • Supported browser information is in Service Description Document
  • No downloads required for any device. True pure Cloud SaaS

User support

User support
Email or online ticketing support Email or online ticketing
Support response times FinancialForce has 2 key offerings for Support; "Standard Success" comes included as part of the subscription service. Standard response under "Standard Success" offers 7am to 5.30pm support during the working week (Mon - Fri). Response time is within 2 working days. "Premier Success" offers 24 x 7 for standstill and critical issues. Response times under Premier Success is 1 hour for standstill, 2 hours for critical and for other problems - 6 hours.

Only Premier Support offers weekend support.
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 Most of the Support from FinancialForce is undertaken remotely in event of technical software problems. (i.e. bugs etc.)

If support is needed on site - typically this is more to do with; training, configuration and customisations where we can provide support on an hourly cost basis through our Professional Services Team.

The Standard Success Plan comes as part of the annual license subscription and includes a 2 business day response time to logged problems. All upgrades are part of this subscription service.

For a more tailored and faster response service Premier Success Support is offered and indeed is mandatory for annual license contracts of over £50,000 per annum. The cost is calculated as 20% of the Net license fee per annum.

As part of Premier Success Service - a dedicated Customer Success Manager is appointed to help ensure that a client gets upmost satisfaction from the FinancialForce applications.

The details of our Standard and Premier Success plans can be found on our website that detail the differences.

All clients have full access to "Communities" where advice and guidance can be shared among clients and FinancialForce.

Premier Support allows for 24 x 7 support for standstill and critical issues.
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started Once contracts are signed, software is on boarded within typically a few days. This involves setting up an "Org" or instance of the FinancialForce software on the salesforce platform and allowing access via the internet to the client.

So within a few days a client has access to all licenses, however if it is a new implementation, a client typically cannot use the software immediately as it has to be configured for use and to achieve this - training is provided followed by configuration support by FinancialForce or a FinancialForce partner.

New clients do have access to the customer portal called FinancialForce Community that provides a wealth of useful information to help get a clients started. These include introductory video's of applications, product notes, user guides, training clips, talking to other customers etc.

The main implementation effort is usually a Project led by the client with FinancialForce providing necessary training and configuration assistance. The process is designed to impart an effective knowledge transfer to allow clients to be able to maintain the applications themselves without recourse to third party help.

The implementation effort required is scoped out by FinancialForce and estimates shared with the client.
Service documentation Yes
Documentation formats
  • HTML
  • PDF
End-of-contract data extraction Customer Data (as defined in the FinancialForce Master Subscription Agreement) can be extracted at any time during the contract and for a specified period on termination or expiration. The time period is specified in the FinancialForce Master Subscription Agreement. Typically data can simply be downloaded via csv files or via any interfaces that may have been set up.
End-of-contract process The subscription price to use FinancialForce software provides the right to use the software with as many users that have been granted licenses for. Renewal notices are provided before a contract period ends inviting clients to renew. At this time customers can choose not to renew or change their subscription if they so wish.

If a client simply wants to end the subscription contract then they will have a set period of time to access and remove any data they need before access to their data is terminated and any data remaining is removed from the salesforce platform.

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
Application to install No
Designed for use on mobile devices Yes
Differences between the mobile and desktop service All FinancialForce applications are fully mobile. They have been designed to work on small screens and run on Salesforce Mobile platform.

This platform delivers mobile apps faster and with powerful no code builders. pro code tools and enterprise services.
Accessibility standards None or don’t know
Description of accessibility The services are delivered as pure web pages and conform to Salesforce accessibility standards.

Java script is required for full Service functionality. This is in line with all leading globally available SaaS / Cloud services.
Accessibility testing One example is testing for touch screen technology that we have done with National Audit Office.
API Yes
What users can and can't do using the API Our API uses Salesforce platform API's that are published and well documented. No specific limitation, the API's will allow interconnectivity with other systems. FinancialForce also offers some APIs to automate business processes within its applications as referenced here: https://developer.financialforce.com/
API documentation Yes
API documentation formats
  • HTML
  • PDF
API sandbox or test environment Yes
Customisation available Yes
Description of customisation Customisation means any functionality that may be needed that cannot be achieved through normal configuration. Either users can customise if they have the right skills or use FinanciaForce, or appropriately skilled 3rd party organisations to undertake specific customisations.

A lot can be done through simple "Click Not Codes" on the salesforce platform such as adding or deleting fields and creating workflows that may require customisation on other more "legacy" applications. this is often also described as Low Code.

Scaling

Scaling
Independence of resources FinancialForce runs on Salesforce platform that is a multi-tenant scalable solution with multiple servers and multiple data centres around the globe.

Salesforce runs a continual programme to ensure data loads are balanced so that performance is not adversely effected by new clients using the platform.

Analytics

Analytics
Service usage metrics Yes
Metrics types Under Premier Success, the Client Success Manager appointed can review with the client various service metrics around usage of the applications, number of calls made, response times to various types of calls (high to low priority), fix times (may be work arounds or bug fixes) and a wealth of additional data.
Reporting types Reports on request

Resellers

Resellers
Supplier type Not a reseller

Staff security

Staff security
Staff security clearance Other security clearance
Government security clearance None

Asset protection

Asset protection
Knowledge of data storage and processing locations Yes
Data storage and processing locations
  • United Kingdom
  • European Economic Area (EEA)
  • EU-US Privacy Shield agreement locations
  • Other locations
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 Never
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 In-house destruction process

Data importing and exporting

Data importing and exporting
Data export approach Data can be exported from our applications on salesforce platform into a set of comma-separated values (CSV) files.
Data export formats CSV
Data import formats
  • CSV
  • Other
Other data import formats FinancialForce can help with custom implementation and data imports

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 FinancialForce offers a 98% SLA and associated credits which can be incorporated into a Call-Off Contract.
Approach to resilience FinancialForce applications are developed on Salesforce platform. All networking components, SSL accelerators, load balancers, Web servers and application servers that are part of the Services are configured in a redundant configuration. All Customer Data is stored on a primary database server that is clustered with a backup database server for redundancy. All Customer Data is stored on carrier-class disk storage using RAID disks and multiple data paths. All Customer Data, up to the last committed transaction, is automatically backed up on a regular basis. Any backup tapes are verified for integrity stored in an offsite facility in a secure, fire-resistant, location.
Outage reporting Scheduled maintenance and outages are reported on https://status.salesforce.com/status

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)
  • Dedicated link (for example VPN)
  • Username or password
  • Other
Other user authentication Access to FinancialForce Services requires authentication via one of the supported mechanisms as described in the Salesforce Security Implementation Guide including user ID/password, SAML based Federation, Oauth, Social Login, or Delegated Authentication as determined and controlled by the customer.
Access restrictions in management interfaces and support channels Customers can control administrative and support access to their environment.
Access restriction testing frequency At least once a year
Management access authentication
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)
  • Dedicated link (for example VPN)
  • Username or password
  • Other
Description of management access authentication The management access to the service is entirely governed by the clients salesforce administration team. This means that no one outside the client organisation including FinancialForce can get access without permission from the client.

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 have access to real-time audit information
How long supplier audit data is stored for User-defined
How long system logs are stored for User-defined

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 Yes
Any other security certifications SSAE 16 SOC 1

Security governance

Security governance
Named board-level person responsible for service security Yes
Security governance certified Yes
Security governance standards Other
Other security governance standards SSAE16 SOC 1. Salesforce (FinancialForce hosting platform) is ISO 27001 certified
Information security policies and processes FinancialForce Chief Information Security Officer is responsible for the enterprise Information Security Program. FinancialForce security policies are based on ISO 27001. The Security department coordinates security policy, program and verification efforts, to ensure that customer and company information assets are adequately protected. Various functions include identifying, evaluating and reporting on security risks, compliance with security and privacy regulations and commitments, threat and vulnerability management, security incident management and response. Security department reports to the SVP, General Counsel

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 FinancialForce has defined software development and change management processes which are documented and audited in an annual SSAE16 SOC1 report. These can be provided upon request to prospects and customers under an NDA
Vulnerability management type Supplier-defined controls
Vulnerability management approach FinancialForce has a product security team that works closely with our platform provider Salesforce to identify and address security vulnerabilities in FinancialForce products. FinancialForce’s software development lifecycle incorporates a range of security measures, including:
- Code reviews designed to ensure adherence to FinancialForce development standards.
-Software security testing and code scanning to identify and address security vulnerabilities.
-Release reviews and approvals designed to ensure product releases comply with internal process requirements.
- Vulnerability testing and remediation for infrastructure and tools supporting our source code management platform.
- Development and changes to production application systems are authorized, tested, approved and documented.
Protective monitoring type Supplier-defined controls
Protective monitoring approach FinancialForce maintains security incident management policies and procedures and will promptly notify Customer in the event FinancialForce becomes aware of an actual or reasonably suspected unauthorized disclosure of Customer Data. FinancialForce has a defined Incident response plan that can be shared with prospects or customers under an NDA
Incident management type Supplier-defined controls
Incident management approach FinancialForce maintains security incident management policies and procedures and will promptly notify Customer in the event FinancialForce becomes aware of an actual or reasonably suspected unauthorized disclosure of Customer Data. FinancialForce has a defined Incident response plan that can be shared with prospects and customers under an NDA. Our hosting provider, Salesforce also maintains a security incident response plan

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

Pricing

Pricing
Price £1000 per user per year
Discount for educational organisations Yes
Free trial available No

Service documents

pdf document: Pricing document pdf document: Service definition document pdf document: Terms and conditions
Service documents
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