Concerto Support Services Ltd

Concerto Project Management Integrated Software Solution

User-friendly, web based project and programme management. Employ stand-alone for IT project management for example, or integrated with the Concerto asset management solution for complete property management. Integrates with finance systems. Scalable, highly configurable and highly regarded. Intuitively designed by a team that understand Public Sector requirements. Centralise your data.

Features

  • Portfolio/programme management, configurable workflows
  • Collaborative and web based with mobile working
  • Comprehensive document management with version control and validation/approval process
  • Complete resource management with drag and drop kanban board
  • Online planning, roll up projects, track against milestones, share data
  • Dashboard and reporting - user friendly, highly customisable, powerful
  • Timesheets/expenses -record time spent, expense tracking/payment
  • Ordering and invoicing- raise orders against multiple budgets, built-in authorisation
  • Budget/funding management, powerful functionality meeting specific public sector needs
  • Fee and contract management and more

Benefits

  • Automated data migration process. Customer-centric delivery. Long term support
  • Developed for Public Sector requirements. Be futureproofed in changing climate
  • Hollistic view of projects/programme performance facilitating strategic decisions
  • Single set of centralised data. All stakeholders access same information
  • Spend time more proactively managing projects with no duplicated efforts
  • Concerto supports all workflows and processes, including BIM
  • A central hub bringing multiple systems under one overarching solution
  • Collaborative working tool for on-the-go team members. Instant data sharing
  • Role defined dashboards enabling customisation to suit job function/preferences
  • Improve performance, productivity and quality standards of project management functions

Pricing

£5000 to £20000 per licence per year

  • Education pricing available
  • Free trial available

Service documents

G-Cloud 9

519749606244332

Concerto Support Services Ltd

Kevan Davey

0844 8589171

kevan.davey@concerto.co.uk

Service scope

Service scope
Software add-on or extension No
Cloud deployment model Private cloud
Service constraints No - if the client is hosting the software they will need to adhere to our recommended minimum specifications.
System requirements None unless client is hosting the software

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Standard response times within the following constraints PRIORITY Low- within 20 days Medium- within 5 days High- within 3 days Critical- within 1 day
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 Support is provided by Concerto's internal Service Desk.
The level provided is support between Mon - Fri 09:00 - 17:00
Each support issue is dealt with within the agreed SLA's.
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started Concerto works closely in partnership with our clients from getting started and training right through to the everyday use of our software. We use our project methodology and expertise to help you manage the planning and implementation of our software, supporting you every step of the way and ensuring your implementation is a success.

Each implementation has a kick off workshop where we help you plan and break everything down into a project with work packages. Each subsequent work package has a workshop to establish requirements and resources, gain a clear understanding of your needs and how your organisation works to get the best from the software. We manage your implementation using Concerto Projects so you have complete visibility of your project’s progress.

We ensure your key data is correctly migrated from old systems - Often a large volume of complex data is involved so we are able to tailor fields to your requirements.

Our dedicated in-house help desk team are available to answer any questions and provide future support for the life of our software. We provide in house training, user manuals, online help, a support help desk and a video training library.
Service documentation Yes
Documentation formats
  • HTML
  • PDF
End-of-contract data extraction Users are able to work with Concerto to assist them in extracting their data at the end of the contract if this is required.
End-of-contract process Data extraction is not included. Due to the different complexities of clients data.

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 8
  • Internet Explorer 9
  • Internet Explorer 10+
  • 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 Concerto has a mobile application accessible via the web browser. This provides a specific function and differs to the main version of the software. The mobile application can be used as an example by mobile engineers on site completing job details.
Accessibility standards None or don’t know
Description of accessibility Users are able to enter text and upload documents.
Other methods of data entry such as imbedding HTML is not possible by the end user.
Accessibility testing N/A
API No
Customisation available Yes
Description of customisation Logos can be customised on the login page on the headers of reports.
Reporting within Concerto is possible via reports created in Crystal Reports. These can be amended by Concerto developers.
Users are able to customise Security Profiles (I.E level of access users have in the system), the theme (colours in the banner and in tables) and parts of the system, I.E Helpdesk actions and configuration.
The system is flexible and has been designed to customised by users to fit their internal business processes as best as possible.

Scaling

Scaling
Independence of resources Each client has their own separate Concerto website and Concerto database so each client will not affect each other.
Our hosting provider is also flexible so we can increase server requirements if it is needed.

Analytics

Analytics
Service usage metrics Yes
Metrics types Two different kinds can be provided:

1) Server metrics, I.E the uptime of the server the application is hosted on
2) Bespoke reporting so users can view their own data, I.E users can see their SLA statistics if they are using the Helpdesk module
Reporting types
  • Real-time dashboards
  • 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
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 Less than once a year
Penetration testing approach Another external penetration testing organisation
Protecting data at rest Physical access control, complying with CSA CCM v3.0
Data sanitisation process No
Equipment disposal approach A third-party destruction service

Data importing and exporting

Data importing and exporting
Data export approach Users can export data by exporting to PDF, or Excel files.
Data can also be extracted via a custom built interface which will extract a CSV file onto the specified location.
The data is stored in a SQL database so the data can also be extracted from here if required.
Data export formats
  • CSV
  • Other
Other data export formats XML
Data import formats
  • CSV
  • Other
Other data import formats
  • XML
  • XLS
  • XLSX

Data-in-transit protection

Data-in-transit protection
Data protection between buyer and supplier networks
  • TLS (version 1.2 or above)
  • Legacy SSL and TLS (under version 1.2)
Data protection within supplier network
  • TLS (version 1.2 or above)
  • Legacy SSL and TLS (under version 1.2)

Availability and resilience

Availability and resilience
Guaranteed availability Our hosting provider has a 99.9% uptime SLA
Refunds would be on a client by client basis depending on the contract details.
Approach to resilience Available on request.
Outage reporting Email alerts from our hosting provider to notify us of any server outages.
If requested we can have outage notifications on a specific website also.

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication Username or password
Access restrictions in management interfaces and support channels The designated user administrator for the Concerto system (client side) is responsible for creating Security Profiles to restrict access as necessary.
Access restriction testing frequency At least every 6 months
Management access authentication Username or password

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 Yes
Who accredited the ISO/IEC 27001 NQA
ISO/IEC 27001 accreditation date 06/11/2015
What the ISO/IEC 27001 doesn’t cover N/A
ISO 28000:2007 certification No
CSA STAR certification No
PCI certification No
Other security accreditations No

Security governance

Security governance
Named board-level person responsible for service security Yes
Security governance accreditation Yes
Security governance standards ISO/IEC 27001
Information security policies and processes We conform to an ISO 270001 standard.

Operational security

Operational security
Configuration and change management standard Supplier-defined controls
Configuration and change management approach Each change in the system is discussed internally to judge the potential impact on different clients.
All code changes are recorded to keep track.
Vulnerability management type Undisclosed
Vulnerability management approach Our SSL provider will contact us when they are aware of any potential threats.
Protective monitoring type Undisclosed
Protective monitoring approach Each server has a program installed to virus scan each document uploaded onto it to ensure no viruses can be pushed to the server.
Incident management type Supplier-defined controls
Incident management approach Users will report issues via the telephone or logging a ticket with Concerto support.
If it is deemed to be a critical incident the Service Desk Manager will liaise with the Technical Director to put in place a solution.

Secure development

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

Public sector networks
Connection to public sector networks No

Pricing

Pricing
Price £5000 to £20000 per licence per year
Discount for educational organisations Yes
Free trial available Yes
Description of free trial We set up a demo version of the the solution to allow users to experience the look and feel and basic functionality. The demo is a vanilla and does not include any client specific set up.

Documents

Documents
Pricing document View uploaded document
Service definition document View uploaded document
Terms and conditions document View uploaded document
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