FaultFixers

FaultFixers maintenance & facilities management software

FaultFixers is a mobile and desktop application re-inventing the traditional CAFM, combining customer-to-client maintenance and workforce management software with automation and self-service as standard -- streamlining the work flow processes in property & facilities management so teams know exactly what to do and when -- reducing costs and increasing operational-uptime.

Features

  • Increased efficiency and productivity that generates savings
  • Dramatically enhances your customer services
  • Report faults in less than 30 seconds
  • Broadcast building alerts to all users' smart devices/mobiles
  • Capture and monitor customer feedback direct from smart devices/mobiles
  • iOS and Android apps for all you customers and workforce
  • Fully integrates with your property management information systems (CAFM/MIS)
  • Powerful analytics dashboard for business intelligence and reporting
  • Optimise helpdesk operations, saving on average 6 minutes per ticket
  • No significant technical infrastructure to support

Benefits

  • Increase first-time-fixes for all your property repairs
  • Paperless environment reduces environmental impact
  • Access to data anywhere with mobile working
  • Designed and built with over 1200 customers feedback and input
  • 100% out-of-office hours support for your customers
  • 67% reduction of duplicated issues, saving thousands of administration hours
  • Location-specific reporting, saving ambiguous telephone calls
  • Automated progress communications direct to your customers
  • Delivers service excellence for all types of housing organisations
  • Enhance engagement with your customers, encourage them to report early

Pricing

£0.33 a unit a month

  • Education pricing available
  • Free trial available

Service documents

Framework

G-Cloud 12

Service ID

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

Contact

FaultFixers FaultFixers G-Cloud Team
Telephone: +44 (0)203 371 8316
Email: GCloud@faultfixers.com

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
FaultFixers integrates with most large-scale Housing Management Information Systems (MISs), including: Northgate, Orchard, Aareon, Civica, ROCC, Castleton, Capita Housing, plus many more.

FaultFixers integrates with most large-scale CAFM/AM softwares, including: IBM Maximo, FSi Concept, MRi Qube Planet, and many more.

If not, we can build custom extensions for your requirements.
Cloud deployment model
Private cloud
Service constraints
Our service does not have any specific constraints buyers should be aware of.
System requirements
  • Internet access
  • Smart phone(s)/mobile device(s) for the FaultFixers suite of Apps
  • Browser access for desktop view of the FaultFixers Dashboard

User support

Email or online ticketing support
Email or online ticketing
Support response times
Response is usually within 1 hour during normal business hours. Weekend may be longer, but is usually responded to within 24 hours.
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
Web chat
Web chat support availability
9 to 5 (UK time), Monday to Friday
Web chat support accessibility standard
WCAG 2.1 AAA
Web chat accessibility testing
Web chat is available through www.faultfixers.com
Onsite support
Yes, at extra cost
Support levels
All issues should be reported to the FaultFixers customer services team. This comprises of an applicable help desk who will address the call according to our SLA or route the call to our respective team(s). These services are provided under our annual SaaS fee.

In addition to this, we supply a number of business related services that assist with the application administration. There is a separate fee for this which depends on the scope of the assistance required.

All customers have a dedicated Account Manager.

Cloud Support is routed via our customer service team.
Support available to third parties
Yes

Onboarding and offboarding

Getting started
We will assign a dedicated implementation team on award, who will remain constant throughout the implementation phase. To ensure a successful delivery, we ask that the client also forms a Project Team of key stakeholders. We will provide guidance on the roles and anticipated time commitments the customers' project team.

Please note that our approach can be adapted to the availability and expertise at the client’s side.

Our teams will initially meet for planning discussions and scoping workshops to determine the exact requirements of the project. We will also provide end user training. Training can be carried out either at one of our offices or on the client site. On-line webinars are available along with seminars. Regular account management visits are organised to assist with guidance on new features which may be available. During training we provide documentation for training exercises to guide users through processes.

During scoping, we will work with the customer to produce key milestones during the pre-, during-, post-implementation phase.
Service documentation
Yes
Documentation formats
PDF
End-of-contract data extraction
Data can be exported from the system via reporting tools in CSV format to MS Excel which can then be used to import into other applications.
End-of-contract process
At the end of the term, or on termination we will return all confidential information, buyer data (including personal data if applicable), other data and documents that have been disclosed or supplied during the term. A standard format for the data extract will be pre-agreed (generally CSV) and will maintain the integrity of the data. If the buyer requests that we manipulate the data, extract the data in a different specific format, or provide other assistance this will be chargeable at the current fee rates.

Throughout the duration of the contract customers can extract a variety of business data by use of the standard reporting suite within the FaultFixers dashboard platform.

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
The 'FaultFixers Teams' App is a multi-purpose app for customers to gain full functionality of the software whilst on the go.

Desktop services: Only customers will have access credentials to the FaultFixers Desktop services via secure private cloud.
Service interface
No
API
Yes
What users can and can't do using the API
Customers will require assistance from FaultFixers to setup API access. Once a customers account is setup and activated, they can programmatically perform any actions that are available within the FaultFixers mobile app and dashboard, including but not limited to:
Accessing data feeds;
Updating data feeds.

Specific interface requirements will be discussed and agreed with the user as part of the project implementation and associated configuration complete in partnership.
API documentation
Yes
API documentation formats
Open API (also known as Swagger)
API sandbox or test environment
Yes
Customisation available
Yes
Description of customisation
Users can select which columns and field colours are displayed on tables of data and the order of function buttons. They can make account level customisations to include logo's and branding assets. These changes are made through the standard application user interface.

Customer defined FaultFixers system administrators can customise the field labels used throughout the system. Users can be restricted to a subset of the data by the use of enforced filters.

Further customisations are available at the request of the customer, but with an additional charge to be agreed by FaultFixers.

Scaling

Independence of resources
FaultFixers runs within a high-availability, auto-scaling environment within AWS. The infrastructure has been designed to withstand an AWS region failing. Customers accounts are initially setup by FaultFixers with user access subsequently being managed directly by the customer. FaultFixers allows unlimited App users and unlimited but customer-defined dashboard users. To date, FaultFixers has service availability levels of 100%.

Analytics

Service usage metrics
Yes
Metrics types
The FaultFixers dashboard allows support metrics to be viewed by customer defined users. Customer defined FaultFixers Administrators have the ability to view point-in-time user levels and historic data changes.
Reporting types
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

Supplier type
Not a reseller

Staff security

Staff security clearance
Other security clearance
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
Yes
Datacentre security standards
Supplier-defined controls
Penetration testing frequency
At least once a year
Penetration testing approach
In-house
Protecting data at rest
  • Physical access control, complying with another standard
  • Encryption of all physical media
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 export approach
Customers can quickly and easily extract data with the intuitive reporting suite within the FaultFixers dashboard.
Data export formats
  • CSV
  • Other
Other data export formats
  • PDF
  • Word
  • Excel
Data import formats
CSV

Data-in-transit protection

Data protection between buyer and supplier networks
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
Data protection within supplier network
TLS (version 1.2 or above)

Availability and resilience

Guaranteed availability
The service is available 24/7, except for planned and emergency maintenance, with support response available between 09:00 and 17:30 each Business Day.
FaultFixers is typically provided at 99% availability.
Approach to resilience
FaultFixers uses the world-leading IaaS Amazon AWS London data centres which employ the following resilience features:
• Multiple UPSs
• On-site emergency generators with live-running refuelling contracts
• Multiple air conditioning units
• Monthly generator Full Load Tests
• Critical system log file audit and retention
• Employee screening
• SAN replication
• VM snapshot to a geographically separated location
• FM200 oxygen displacement fire suppression system
• Raised flooring/ suspended ceilings
• Under floor cabling
• Separated power/ CAT5
• Computer controlled environmental management and monitoring
• 24/7 manned security
• CCTV
• 24/7 help desk
• Hardened security infrastructure
• Auditable electronic access
• Isolated build environment
• Resilient WAN and internet connections

Further details are available upon request.
Outage reporting
FaultFixers' help desk is used to manage customer / support interaction for specific customer system issues. E-mail advisories are in place and used to alert multiple customers / contacts of unplanned outages. Quarterly SLA reports are available as part of Account / Support Management Reviews.

Identity and authentication

User authentication needed
Yes
User authentication
Username or password
Access restrictions in management interfaces and support channels
Access to the System Administration Module (where administrative functions are managed, including user maintenance and system configuration) is controlled by username and password.

At the implementation phase we define the principle customer contacts and allow only these authorised users to request management changes.
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 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
Users have access to real-time 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
Yes
Any other security certifications
Cyber Essentials

Security governance

Named board-level person responsible for service security
Yes
Security governance certified
No
Security governance approach
Data centre Infrastructure and associated services are managed according to certified ISO 27001:2013 controls and processes. FaultFixers security and processes are used to manage the Application Platform. FaultFixers is Cyber Essentials certified and is working towards the CE Plus certification.
Information security policies and processes
Data centre Infrastructure and associated services are managed according to certified ISO 27001:2013 controls and processes. FaultFixers security and processes are used to manage the Application Platform. FaultFixers is Cyber Essentials certified and is working towards the CE Plus certification.

Operational security

Configuration and change management standard
Supplier-defined controls
Configuration and change management approach
FaultFixers is developed using a Git repository, allowing code changes to be tracked at line level. Executables are built from Git and subjected to separate Development and System Test cycles within dedicated non-customer environments.

Customers can be informed of updates and changes. This will typically be set out in our customer-supplier agreements.
Vulnerability management type
Supplier-defined controls
Vulnerability management approach
Data centre vulnerabilities management is handled by AWS and is ISO 27001 certified - certificate no. 2013-009

Our physical and office infrastructure vulnerability management processes are ISO 27001 certified - certificate no. 1146845-1

Quarterly Scheduled Maintenance is undertaken to ensure that the technical platform is routinely patched to the latest available security guidelines / patches.

We also perform automated reporting of vulnerabilities within third party dependencies.
Protective monitoring type
Supplier-defined controls
Protective monitoring approach
Protective monitoring and associated responses are managed according to ISO 27001:2013 ISMS controls and processes utilising a mixture of automated features at security device level (e.g. automatic blocking based on severity / signatures) and manual interaction based on alerts (e.g. manual investigation of alert before intervention).
Incident management type
Supplier-defined controls
Incident management approach
Incidents are managed according to ISO 27001:2013 ISMS controls and processes which includes a defined "Security Incident Management Policy" including reporting mechanisms for both Information Technology and Physical Security incidents, incident logging, communication to internal and external parties, escalation, reporting, planning, implementation of preventative actions, securing / forensic evidence and continued improvement / incident review.

Secure development

Approach to secure software development best practice
Supplier-defined process

Public sector networks

Connection to public sector networks
No

Pricing

Price
£0.33 a unit a month
Discount for educational organisations
Yes
Free trial available
Yes
Description of free trial
We can provide a free trial option with full-feature access, for a defined period upon request. If third party integrations are required, full-feature access will not be included. Trial duration is dependent on the trial size. FaultFixers would like to invite all customers to explore this option in more detail.
Link to free trial
Www.faultfixers.com

Service documents