Tricostar Software Ltd

Tricostar – Secure Case Management designed for Shared Services

Tricostar Case Management (TCM) is a 100% web-based application designed for the cloud, which provides Case and Matter Management tools, integrated Document Management with SharePoint, Email Management with Office 365, Time Recording, Court Bundling, Billing and Client Portal access, with exceptionally strong Reporting and Workflow capabilities.

Features

  • 100% web-based application, utilising all modern browsers
  • A working, multi-department, shared service solution
  • Completely user configurable screen content and layouts
  • Wizard for user created workflows
  • Wizard for user created reports
  • Inbuilt time recording and billing
  • Court bundling and electronic file review
  • Customer service and complaints
  • Email integration and knowledge management
  • Freedom of Information and Lexcel modules for legal

Benefits

  • Mobile and remote working, use across mobile, tablet and desktop
  • Assists departments in moving to a paperless environment
  • User configurable workflows ensure efficient utilisation and business process control
  • Granular security enables cross department and authority consortia sharing
  • Automated Alerts and reminders aid department efficiency
  • Fully multilingual capability allows different nomenclature within same system
  • Modular approach allows users to choose functions they need
  • Server-based installation speeds up implementation time, also available on cloud
  • Fully integrated with Microsoft Office for document management and collaboration

Pricing

£375 to £575 per licence

Service documents

G-Cloud 11

543018906243981

Tricostar Software Ltd

James Lawler

01707 827 910

james.lawler@tricostar.com

Service scope

Service scope
Software add-on or extension No
Cloud deployment model Private cloud
Service constraints None
System requirements
  • One time purchase of user or concurrent licences
  • Hardware requirements based on user numbers and data load

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Subject to SLA agreed with client
User can manage status and priority of support tickets Yes
Online ticketing support accessibility WCAG 2.1 A
Phone support Yes
Phone support availability 9 to 5 (UK time), Monday to Friday
Web chat support No
Onsite support Onsite support
Support levels Our standard support service provides for responses to bugs or system failure. We have a standard SLA which allows for a response from 1- 8 hours subject to severity. Our premium service is more wide ranging and operates to the same SLA. Our support service as standard operates between 8.30am to 5.30pm - UK business days and excludes public holidays and weekends. Standard is included in licence cost .Premium is based on numbers of users
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started We provide onsite training, online training and user documentation. We also provide consultancy and project management services
Service documentation Yes
Documentation formats
  • HTML
  • PDF
End-of-contract data extraction Any services provided by Tricostar at the request of the client at the end of a contract to extract data over and above that available in reports created are chargeable
End-of-contract process Any services provided by Tricostar at the request of the client at the end of a contract are chargeable

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • 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 None for iPads or similar screen capacity.
API Yes
What users can and can't do using the API The folowing is applicable only to users with the necssary technical skills and training
The RESTful API is based on open standards, and therefore you can use virtually any web development language to work with entities in Sage CRM via this API.
With the Sage CRM RESTful API, you can programmatically create, read, update, and delete entity records in your Sage CRM system using HTTP requests and standard HTTP methods such as GET, POST, PATCH, and DELETE. To ensure security, the RESTful API is served over secure HTTP (HTTPS) only.
The RESTful API provides access to Sage CRM entities via URL paths. To use the RESTful API, your application must make an HTTP request in a specific format and parse the response. The RESTful API always returns JSON responses.
Before you start using the RESTful API, we recommend that you familiarize yourself with SData. SData is a web toolkit promoting the development of REST-orientated services and their consumption in Sage CRM. It consists of a small, standards-based core (HTTP, ATOM, and JSON) and a set of optional mechanisms solving common implementation challenges in a consistent manner.
API documentation Yes
API documentation formats
  • HTML
  • PDF
API sandbox or test environment No
Customisation available Yes
Description of customisation After training users can create new screens and fields, modify screens and fields, create and modify reports ad workflows

Scaling

Scaling
Independence of resources We use Azure virtual servers scoped to size of data loads

Analytics

Analytics
Service usage metrics Yes
Metrics types On request
Reporting types Reports on request

Resellers

Resellers
Supplier type Reseller providing extra features and support
Organisation whose services are being resold Sage CRM

Staff security

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

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 At least every 6 months
Penetration testing approach Another external penetration testing organisation
Protecting data at rest Physical access control, complying with SSAE-16 / ISAE 3402
Data sanitisation process Yes
Data sanitisation type Explicit overwriting of storage before reallocation
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 importing and exporting
Data export approach Users can create reports that export defined data in csv format
Data export formats CSV
Data import formats CSV

Data-in-transit protection

Data-in-transit protection
Data protection between buyer and supplier networks
  • Private network or public sector network
  • TLS (version 1.2 or above)
  • Other
Other protection between networks Other protection between networks Additional services can be purchased on within Azure for - for example - end to end data encryption, client side encryption etc
Data protection within supplier network TLS (version 1.2 or above)

Availability and resilience

Availability and resilience
Guaranteed availability Azure guarantee that Apps running in a customer subscription will be available 99.95% of the time Service Credit Monthly Uptime Percentage Service Credit < 99.95% is 10%: < 99% is 25% For full SLA see: https://azure.microsoft.com/en-us/support/legal/sla/app-service/v1_4/
Approach to resilience Regional pairs are enabled by default in Windows Azure Storage, helping to ensue that applications are resilient during datacentre failures. In regional pairing, Azure asynchronously replicates data from a primary location to a secondary location within the same region. An Azure region is an area within a geography containing one or more datacentres.
Outage reporting We receive information from Azure via our Dashboard and pass information to our clients via email alerts

Identity and authentication

Identity and authentication
User authentication needed Yes
User 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
  • Other
Other user authentication Azure Active Directory is a cloud based directory and identity management system.
It is a Platform as a Service (PaaS) Offering and facilitates a lot of different functionality, some of which are
• Single-Sign-On across multiple applications in Software-as-a-Service (SaaS) offerings
• Multi-Factor Authentication (Optional extra)
• Role-based access control (RBAC)
• Device Registration

The software has its own user security layer with levels of access (Global Administrator, Team Administrator, User).
Access restrictions in management interfaces and support channels • Group Policy for managing users and computers
• Does not have Organizational Units. It is a flat organizational structure
• There are no forests or trusts. Federation is used to allow outside of boundary authentication and authorization
Access restriction testing frequency At least every 6 months
Management access authentication
  • Username or password
  • Identity federation with existing provider (for example Google Apps)
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Dedicated link (for example VPN)

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 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 User-defined

Standards and certifications

Standards and certifications
ISO/IEC 27001 certification Yes
Who accredited the ISO/IEC 27001 QMS
ISO/IEC 27001 accreditation date 24/04/2019
What the ISO/IEC 27001 doesn’t cover Nothing
ISO 28000:2007 certification No
CSA STAR certification Yes
CSA STAR accreditation date 20/06/2017
CSA STAR certification level Level 3: CSA STAR Certification
What the CSA STAR doesn’t cover Any system not hosted on Microsoft Azure.
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 Tricostar has procedures and monitoring in place that follows the the SEC440: Critical Security Controls: Planning, Implementing, and Auditing
Information security policies and processes Scheduled review security controls and reporting within the team and to management of results.

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 All software is version controlled within a repository for distributed version control and source code management. Test cycles include System, Unit, Integration and OWASP check list
Vulnerability management type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach A number of methods are used to monitor and assess threats: 1. Alert notifications are sent by Azure to our support team where irregular activity has been detected e.g. unusual IP address - 2. Unusual activity is immediately investigated and verified as a threat or a known location and blocked or permitted 3. Security patches are automatically applied by Azure 4. Azure provides information regarding unknown IP addresses 5. Failed access attempts are tracked by the software and alerted to the support team where an unusual number of attempts are detected
Protective monitoring type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach A number of methods are used to monitor and assess threats: 1. Audit trail of IP addresses that have accessed the service are tracked and checked weekly by our support team unless Azure has sent an interim alert 2. User activity is tracked by the system in both database per user events and also in audit logs - checked weekly 3. Unusual activity is immediately investigated and verified as a threat or a known location and blocked or permitted 4. Immediate response on detection of issue
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 management is by the following workflow: 1. Detection and recording 2. Classification, initial support and communication to management & client 3. Investigation and initial diagnosis and communication to management & client 4. Resolution and Recovery and communication to management & client 5. Escalation if not resolved and communication to management & client 6. 7. Closure once incident has been deemed to have been resolved and communication to management & client

Secure development

Secure development
Approach to secure software development best practice Conforms to a recognised standard, but self-assessed

Public sector networks

Public sector networks
Connection to public sector networks No

Pricing

Pricing
Price £375 to £575 per licence
Discount for educational organisations No
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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