Idox Software Limited

CAFM Explorer

Idox’s CAFM Explorer enables FMs and their teams to manage a Reactive Helpdesks, manage Preventive Planned Maintenance (PPM), Risk Assessments, Compliance, a Mobile Workforce, Property Portfolios, Real Estate, Asset Management and Maintenance, Cost Control, Resource booking and Room Booking. CAFM (Computer Aided Facilities Management) and IWMS (Integrated Workplace Management System).


  • Enterprise solution: Functionality to manage facilities within one CAFM/IWMS system
  • Maintenance: PPM planned maintenance, Reactive Helpdesk and Compliance
  • Asset Management: Full lifecycle management, cost planning, reporting, barcode scanning
  • Automatic notification, monitoring and alerting of health and safety information
  • Compliance Management: Monitoring, planning and scheduling of planning activities
  • Mobile access with full visibility of risks, documentation, and history
  • Dashboards: Monitoring works, key SLA reports, KPIs and full auditability
  • Document Control: Expiry, notification and tracking of key documents
  • Property Management: Lease, tenure, break tracking, notifications, and reminders
  • Cost Control: Operation costs, budget assignment, full visibility, and forecasting


  • Fast ROI: Financial savings, extended asset life, reduced service downtime
  • Improve decision making: Access to real-time information
  • Increase efficiency: Streamlining of processes, better utilisation of resources
  • Single source of truth: Central source for all information
  • Reduce risk: Compliance monitoring, dynamic risk assessments, checklists, audit trail
  • Maximise operational efficiency: Best utilisation of resources, scheduling etc
  • Manage contractors better: Traffic-light reporting, SLA Monitoring, Contract reminders
  • Accurate Forecasting: Budget preparation based on full cost analysis etc
  • Business Process Support: Solution driven by facilities professionals


£5,600 a unit

  • 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 Tell them what format you need. It will help if you say what assistive technology you use.


G-Cloud 12

Service ID

5 8 6 5 9 6 9 4 6 9 8 5 7 9 6


Idox Software Limited Idox Bid Team
Telephone: 0333 011 1200

Service scope

Software add-on or extension
Cloud deployment model
Private cloud
Service constraints
System requirements
Accessed from a web browser

User support

Email or online ticketing support
Email or online ticketing
Support response times
According to our published SLA (Service Definition)
User can manage status and priority of support tickets
Online ticketing support accessibility
WCAG 2.1 A
Phone support
Phone support availability
9 to 5 (UK time), Monday to Friday
Web chat support
Onsite support
Yes, at extra cost
Support levels
According to our published SLA (Service Definition)
Support available to third parties

Onboarding and offboarding

Getting started
There are a number of training courses customised to client requirements based on the type of user. Full Administrator training is provided along with "train the trainer" courses. End users do not typically require training as the system is easy to use and video links and crib sheets are provided.
Service documentation
Documentation formats
  • PDF
  • Other
Other documentation formats
Microsoft Word
End-of-contract data extraction
Every field within CAFM Explorer can accept imports of data and can export to Excel so the customer at all times has full control and access to all their data. There is also a SQL backup of the database and offsite licence of the software available if required.
End-of-contract process
CAFM Explorer allows every item of data to be exported into csv or Excel format. As such transfer to an alternative service provider is achievable at no additional cost.

Using the service

Web browser interface
Supported browsers
  • Internet Explorer 8
  • Internet Explorer 9
  • Internet Explorer 10
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
Application to install
Compatible operating systems
  • Android
  • IOS
  • Linux or Unix
  • MacOS
  • Windows
  • Windows Phone
Designed for use on mobile devices
Differences between the mobile and desktop service
CAFM Explorer can be accessed using any standard web-browser. The administration module can be accessed via Citrix.
The CAFM Web and CAFM mobile components of the solution support access and delivery on mobile devices, thus supporting remote and onsite working.
CAFM Web is a web-based Help Desk solution which enables your organisation to deliver support services to employees and customers through a central web-based Help Desk. It supports user help desk requests and contractor and engineer access.
CAFM Mobile enhances the efficiency of a Maintenance Team by enabling Work Orders to be issued to a Trades Person’s mobile device onsite.
Service interface
Description of service interface
The service users interface interface using a web browser.
Accessibility standards
None or don’t know
Description of accessibility
The Administrative web portal is connected via a Citrix receiver. This is only for core system administrators. All other users connect via either a mobile, browser or tablet device.
Accessibility testing
Customisation available
Description of customisation
System Administrators can configure:
• All reference data such as service levels, property codes and activity categories.
• Web look and feel
• Labels, wording and terminology
• Reference data (such as group codes, SLAs, asset types, building categorisation)
• Workflow – to reflect customer business processes and escalation procedures


Independence of resources
The solution can be scaled to provide resilience by implementation of load balanced Application Servers and replication of Databases across multiple servers with failover where required. Depending on the criticality and scale of the system, various permutations of the supporting architecture can be deployed.


Service usage metrics


Supplier type
Not a reseller

Staff security

Staff security clearance
Other security clearance
Government security clearance
Up to Baseline Personnel Security Standard (BPSS)

Asset protection

Knowledge of data storage and processing locations
Data storage and processing locations
United Kingdom
User control over data storage and processing locations
Datacentre security standards
Managed by a third party
Penetration testing frequency
At least once a year
Penetration testing approach
‘IT Health Check’ performed by a CHECK service provider
Protecting data at rest
Encryption of all physical media
Data sanitisation process
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
Via the admin user console
Data export formats
Data import formats

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
98% availability per 30 day period
Approach to resilience
All components of the system have redundancy built in to remove single failure points, and the application is horizontally scalable. We also use HA at the VM level where appropriate and SANs etc. We can provide more information on request.
Outage reporting
Outages are reported via the Idox Service Desk and where applicable the login page.

Identity and authentication

User authentication needed
User authentication
  • 2-factor authentication
  • Limited access network (for example PSN)
  • Username or password
Access restrictions in management interfaces and support channels
Management access is permitted only from internal networks, themselves requiring two factor authentication to access. Access control lists restrict access.
Access restriction testing frequency
At least every 6 months
Management access authentication
2-factor authentication

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
No audit information available
How long system logs are stored for
At least 12 months

Standards and certifications

ISO/IEC 27001 certification
Who accredited the ISO/IEC 27001
QMS International Ltd
ISO/IEC 27001 accreditation date
What the ISO/IEC 27001 doesn’t cover
ISO 28000:2007 certification
CSA STAR certification
PCI certification
Other security certifications

Security governance

Named board-level person responsible for service security
Security governance certified
Security governance standards
ISO/IEC 27001
Information security policies and processes
Idox Software Ltd has an ISO 27001-accredited information security management policy that applies to the business functions within the scope of the Information Security Management System and covers the information, information systems, networks, physical environment and people supporting these business functions. Internal audit and information security awareness training is conducted to ensure policies are followed. Risks raised through internal and external audits are reviewed at management meetings by the information security manager, the appropriate head of business and a board representative.

Operational security

Configuration and change management standard
Supplier-defined controls
Configuration and change management approach
IT change management processes are carried out using Change Requests and records are maintained within the Change Management system. All concerned parties are informed of the status of the request as changes or progress is made as applicable.
Vulnerability management type
Supplier-defined controls
Vulnerability management approach
We monitor OWASP and other sources for new software vulnerabilities and vulnerability reports, and software patches. Major releases of public facing applications undergo internally and/or externally conducted penetration testing.
Protective monitoring type
Supplier-defined controls
Protective monitoring approach
Monitoring tools are used to measure server performance metrics as well as storage and network/bandwidth utilisation. Any potential compromise is raised in line with our security incident reporting procedure.
Users have access to a web portal for raising incidents.
Incident management type
Supplier-defined controls
Incident management approach
Security incident reporting process summary: incidents or suspected incidents are raised to internal service desk and reviewed by information security manager. They are allocated a risk reference, entered into the information security risk log and tracked until closure. In the case of major incidents a major incident report will be produced.

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


£5,600 a unit
Discount for educational organisations
Free trial available
Description of free trial
If required a free trial of the software is available and would set up a live environment for customers to configure and use. It is recommended as part of this trial some training is undertaken to ensure the trial is as realistic as possible.
Link to free trial
This is created on a customer by customer basis.

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 Tell them what format you need. It will help if you say what assistive technology you use.