TerraQuest

Digital Building Control Service

Our services will provide a one stop shop for services operating across the building sectors; with primary customers being any business or citizen involved in planning, building and related approvals.
Delivering a suite of online forms to collect statutory and Authority required information to support decision making processes.

Features

  • Online applications, information and help.
  • Processed and transmitted using open schema (standard) connector
  • Integrated on-line support on guidance to help customers
  • Dynamic application forms

Benefits

  • Established, long term relationships with LPAs and Professional bodies
  • 24/7 availability
  • Supports centrally managed shared, and consistent, services.
  • Open Standards of information
  • Authoritative content, providing advice and guidance.

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 Forms Management; Site location
Cloud deployment model Private cloud
Service constraints None
System requirements Internet Connectivity

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Incident response times are:
− Level 1 – Service down / unavailable, resolved within 4 working hours
− Level 2 – Issues with individual component parts impacting all or part of the system, resolved within 8 working hours
− Level 3 – Issues and advice in the usage of the system, or cosmetic issues. Resolved within 16 working hours
− Level 4 – No immediate action required, resolved within 5 working days

Weekends support is level 1 only, resolved within 4 working hours.

Users are also able to access online help and FAQs 24x7.
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 No
Onsite support Onsite support
Support levels − Level 1 – Website down / unavailable Resolved within 4 working hours
− Level 2 – Issues with individual applications which are stopping submission Resolved within 8 working hours
− Level 3 – Issues and advice in the usage of the system, or cosmetic issues. Resolved within 16 working hours
− Level 4 – Low priority, no immediate action required Resolved within 5 working days
Service costs are Monday to Friday (9:00 til 17:00), excluding public holidays.
Service and technical account managers provided at no extra cost. Cloud support engineers provided in line with agreed rate cards.
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started Free initial office training and onboarding process with update training sessions rolled out as necessary and agreed as part of the contract.
Online FAQs and support documentation, including integrated help.
Service documentation Yes
Documentation formats
  • HTML
  • PDF
End-of-contract data extraction Service Request; data passed over in secure format; format to be agree with client
End-of-contract process At no additional cost, handover of final data passed over in secure format; format to be agree with client provided.
Subsequent requests for data to be disused as additional change request.
Data securely disposed in line with Industry Standards and any agreed customer requirements agreed as part of the contract

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 10
  • Internet Explorer 11
  • 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 No functional differences; uses a responsive design
Accessibility standards WCAG 2.1 A
Accessibility testing Full UAT using customer journey to test the simple intuitive customer interface. Interface to processor is tested using dedicated testing suite, automation tool for schema compatibility, and automated load testing.
API Yes
What users can and can't do using the API Users have a web based management interface to determine end points and to customise features of the question set displayed to their customers.
Limited tailoring of the site can be achieved to set branding.
API documentation Yes
API documentation formats
  • HTML
  • PDF
API sandbox or test environment Yes
Customisation available No

Scaling

Scaling
Independence of resources Automatic Scaling

Analytics

Analytics
Service usage metrics Yes
Metrics types SLA and KPI reporting built in product, customised during on-boarding process.
Reporting types
  • Regular reports
  • Reports on request

Resellers

Resellers
Supplier type Not a reseller

Staff security

Staff security
Staff security clearance Conforms to BS7858:2012
Government security clearance Up to Baseline Personnel Security Standard (BPSS)

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 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 Yes
Data sanitisation type Deleted data can’t be directly accessed
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 Service Request
Data export formats
  • CSV
  • Other
Other data export formats XML schema
Data import formats Other
Other data import formats Open standard XML schema

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 The availability SLA is 99.5% over a 24/7 period per week.
Service Credits do not apply for this software service.
Approach to resilience TerraQuest operate to a formalised Corporate Business Continuity Management System/Process, the BCP follows the BS 25999 standard and is a practiced logistical plan for how we recover and restore partially or completely interrupted critical functions within agreed timescales following a disaster or extended disruption
Outage reporting Dashboard and email alerts to designated users

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Username or password
Access restrictions in management interfaces and support channels Complies with recognised Industry standards
Access restriction testing frequency At least once a year
Management access authentication
  • 2-factor authentication
  • Username or password

Audit information for users

Audit information for users
Access to user activity audit information You control when users can access audit information
How long user audit data is stored for User-defined
Access to supplier activity audit information You control when users can access 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 URS
ISO/IEC 27001 accreditation date 11/01/2018
What the ISO/IEC 27001 doesn’t cover N/A, all parts covered
ISO 28000:2007 certification No
CSA STAR certification No
PCI certification No
Other security certifications No

Security governance

Security governance
Named board-level person responsible for service security Yes
Security governance certified Yes
Security governance standards ISO/IEC 27001
Information security policies and processes The security policies and procedures adopted by TerraQuest have
been designed based on the following requirements –
- UK Government,
- UK and EU Law
- Commercial best practice
- Contractual needs

Regular staff training is undertaken, at least annually on all security and data management policies; policies are documented and made available all staff

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 ISO 27001 controls based on ITIL Service Management for change and configuration management.
Vulnerability management type Supplier-defined controls
Vulnerability management approach TerraQuest subscribes to Industry Standards, journals and security groups to ensure we are aware of latest threats and vulnerabilities. Patches are downloaded, tested and deployed as soon as reasonably available.
Protective monitoring type Supplier-defined controls
Protective monitoring approach Terraquest monitor unauthorised access and event logs in line Industry Standards and best practice.

All potential compromises are treated as risks and assessed for impact and probability. Mitigation and resolution follows immediately.
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 ISO 27001 controls based on ITIL Service Management for incident management.

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 £30000 per instance per year
Discount for educational organisations No
Free trial available No

Service documents

pdf document: Pricing document pdf document: Skills Framework for the Information Age rate card pdf document: Service definition document pdf document: Terms and conditions pdf document: Modern Slavery statement
Service documents
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