MRI Software Limited


Planet is an excellent value and comprehensive CAFM solution. Over 300 organisations use Planet to provide a single resource for work order management, hard services, soft services, helpdesk, reactive/planned maintenance, staff utilisation, contractor management, purchasing, asset management and stock control. Planet streamlines processes and provides operational transparency and control.


  • Comprehensive Facilities Management (CAFM, FMS, CMMS)
  • Planned and Reactive Maintenance
  • Asset Management and Tracking
  • Workforce Management and Helpdesk, with iOS & Android Mobile apps
  • Time-stamp and location information showing where the data is recorded
  • Define health & safety, risk assessments, asbestos and SFG20 steps
  • GS1 Compliant with comprehensive barcode functionality
  • BIM data import to Planet FM from CoBIE spreadsheet
  • Comprehensive Business Intelligence powered by Report Builder and Microsoft SSRS
  • Employee, Supervisor, Contractor Web Portals


  • User-friendly employee and contractor self-service portals reduces workload
  • Transparency with improved budget planning
  • Greater control with simple contractor management
  • Improved labour utilisation through greater visibility
  • Integration with Qube PM Property Management Terrier for lease management
  • Customisable workflows allow compliance steps to be defined and embedded
  • Comprehenisve business intelligence with automated reporting of management information
  • Extend asset lifecycles through comprehensive asset management
  • Software updates are free to client can be installed in-house
  • Efficient stock management delivers cost control


£13,550 an instance a year

  • Education pricing available

Service documents

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G-Cloud 12

Service ID

6 4 7 4 3 4 4 1 1 8 4 3 9 0 2


MRI Software Limited Steven Fox
Telephone: 020 3861 7171

Service scope

Software add-on or extension
Cloud deployment model
Private cloud
Service constraints
Planned maintenance is typically scheduled outside of regular business hours.
System requirements
  • Windows 7 or later
  • Mac OS X
  • Adobe Reader
  • Microsoft Edge, Internet Explorer 9+, Firefox 31+, Chrome 37+
  • Android 4.0+
  • IOS 6.1.0+

User support

Email or online ticketing support
Email or online ticketing
Support response times
MRI’s Global Client Support group will make every reasonable effort to ensure that submitted cases are assigned the proper level of Severity. Submitted cases will be responded to in the order in which they are received, with consideration given for higher Severity levels. Response
Time is the time it takes before a Global Client Support agent makes initial contact with the individual who submitted case.
Bundled Service
(Normal Priority 6 Hours,
Serious Priority 3 hours,
Critical Priority Live Call Only)
Concierge Standard
(Normal Priority 4 Hours,
Serious Priority 2 hours,
Critical Priority Live Call Only)
User can manage status and priority of support tickets
Online ticketing support accessibility
None or don’t know
Phone support
Phone support availability
9 to 5 (UK time), Monday to Friday
Web chat support
Onsite support
Yes, at extra cost
Support levels
We include support within our annual fee. Support includes a named Account Manager and a Client Support Helpdesk. The Client Support Helpdesk also serves as the contact for all cloud support requests for trained users. Cases and incidents can be recorded and viewed in the myMRI portal on a 24/7 basis. The myMRI Portal provides clients with information on support cases, regardless of whether a call is logged via a phone call or via the portal. Various information, documentation, forums and resources are also available on the portal.
Support available to third parties

Onboarding and offboarding

Getting started
Our training program is designed to help you achieve the maximum return on investment. Our in-house team of professional trainers have extensive knowledge of our solutions. During the implementation phase we will train your core project team to have a strong understanding of the system. Your project team will learn how data is structured in Planet, the available configuration options within the standard product and how the specific processes operate. This process involves reviewing your business processes as they are mapped to system functionality. It is your decision whether we deliver end user training or if you would prefer to adopt the ‘Train the Trainer’ approach. The implementation process will provide your core project team with a strong foundation to train co-workers. Our end user training services are delivered by our in-house team and tailored to suit your needs. We offer both classroom and webinar training. After commencement of live use of Planet, you will have access to our client portal for user guides, video clips, forums and helpdesk support.
Service documentation
Documentation formats
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
Following termination of the contract (for whatever reason), buyer shall certify that it has returned or destroyed all copies of the applicable software and confidential information of supplier and acknowledges that its rights to use the same are relinquished. Buyer shall use its commercially reasonable efforts to remove all buyer data from any software or SaaS service prior to termination of the contract. Buyer may engage supplier to assist buyer in removing such buyer data at supplier's then standard rates. If any buyer data remains in the software or SaaS service more than thirty (30) calendar days after the effective date of termination, supplier may, in its sole discretion and without notice, delete any and all buyer data.

Using the service

Web browser interface
Application to install
Designed for use on mobile devices
Differences between the mobile and desktop service
Dedicated mobile application is specifically designed for field engineers. The app provides visibility, control and reassurance that field engineers have all the necessary information before completing every job. Using the mobile app, your field engineers will have all the information they need to complete the job and be taken through your defined workflow including formal acknowledgement steps for health and safety before starting a job. Our mobile app makes it easy for field engineers to receive, track, reallocate and complete work orders wherever they are. Additionally, the mobile app offers comprehensive Asset Tracking functionality.
Service interface
What users can and can't do using the API
Data templates completed by the user and standard data load APIs are used to validate and upload data into Planet as part of initial data take on. Planet supports SOAP Web Services and flat file exchange including CSV, Tab Separated and XML over SFTP (PGP / SSH) for interface exchange with 3rd party systems allowing insert / delete / update activity validated according to system processes. 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
API documentation formats
  • HTML
  • ODF
  • PDF
  • Other
API sandbox or test environment
Customisation available
Description of customisation
Users can select which columns and field colours are displayed on tables of data and the order of function buttons. These changes are made through the standard application user interface. Customer defined Planet system administrator 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.


Independence of resources
Planet SaaS utilises VMware to provide clustered host resource pools (vCPU, RAM, Storage) and features including High Availability (HA) and Distributed Resource Scheduler (DRS) which ensure resources are available to support current and future growth of customer systems. Each customer has dedicated virtual images (Application and Database Server) with appropriate resource reservations (vCPU, RAM, Storage) according to user and business process needs.


Service usage metrics
Metrics types
Planet portal allows support metrics to be viewed by customer defined users. Customer defined Planet System Administrators have the ability to view user levels at that moment in time and historic data changes.
Reporting types
  • Real-time dashboards
  • Regular reports
  • Reports on request


Supplier type
Not a reseller

Staff security

Staff security clearance
Other security clearance
Government security clearance
Up to Developed Vetting (DV)

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
Complies with a recognised standard (for example CSA CCM version 3.0)
Penetration testing frequency
At least once a year
Penetration testing approach
Another external penetration testing organisation
Protecting data at rest
Physical access control, complying with SSAE-16 / ISAE 3402
Data sanitisation process
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 export approach
Data can be easily exported in the user interface from any table in the system in Fixed Width, CSV or Excel format if the Office option is taken. Reports can be exported in a variety of formats including Excel, PDF and HTML.
Data export formats
  • CSV
  • Other
Other data export formats
  • Fixed Width
  • Excel
Data import formats
  • CSV
  • Other
Other 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
IPsec or TLS VPN gateway

Availability and resilience

Guaranteed availability
We use commercially reasonable efforts to ensure availability twenty -four (24) hours a day, seven (7) days a week, except for: (a) planned downtime (of which we provide adequate notice and will schedule to the extent practicable during the weekend hours), or (b) any unavailability caused by circumstances beyond our reasonable control, including without limitation, Force Majeure events or internet service provider failures or delays. We host our solution in a UK-based Tier 3 data centre that is designed to deliver high availability.
Approach to resilience
Available on request
Outage reporting
Salesforce support 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.

Identity and authentication

User authentication needed
User authentication
Username or password
Access restrictions in management interfaces and support channels
Management interfaces and support channels are managed according to ISO 27001:2013 ISMS controls and processes. The least privilege required for a role principal is followed in all areas. At the implementation phase we define the principle customer contacts and allow only these authorised users to request management changes. We verify user identity as part of change request process.
Access restriction testing frequency
At least every 6 months
Management access authentication
  • Dedicated link (for example VPN)
  • 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
Access to supplier activity audit information
Users have access to real-time audit information
How long supplier audit data is stored for
How long system logs are stored for

Standards and certifications

ISO/IEC 27001 certification
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 approach
Data centre Infrastructure and associated services are managed according to ISO 27001:2013 controls and processes. Planet security and processes are used to manage the Application Platform.
Information security policies and processes
Data centre Infrastructure and associated services are managed according to ISO 27001:2013 controls and processes. Planet security and processes are used to manage the Application Platform.

Operational security

Configuration and change management standard
Supplier-defined controls
Configuration and change management approach
Planet SaaS Infrastructure is managed according to ISO 27001:2013 ISMS including technical platform patching (e.g. non-production testing, sign off), risk assessment and corrective action tracking. Planet is developed using a Vault repository, allowing code changes to be tracked at line level. Executables are built from Vault and subjected to separate Development and System Test cycles within dedicated non-customer environments. Releases to customer environments are authorised by the customer via a release notice and sign-off test plan. An external Application / Penetration Test is undertaken annually against the latest Planet Application build.
Vulnerability management type
Supplier-defined controls
Vulnerability management approach
Data centre vulnerabilities are managed according to ISO 27001:2013 ISMS controls and processes which allow risks to be tracked throughout the risk life (identification, assessment and treatment). Quarterly Scheduled Maintenance is undertaken to ensure that the technical platform is routinely patched to the latest available security guidelines / patches. Short notice (2 hours) Essential Maintenance may be undertaken based on a risk assessment to ensure that critical vulnerabilities are addressed outside of Quarterly Scheduled Maintenance as required. 3rd party security forums and alert services (e.g. ISC) are subscribed to along with automatic security device signature updates.
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


£13,550 an instance a year
Discount for educational organisations
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.