Aareon UK Ltd

Aareon Digital Platform Services

An integration platform providing access to a variety of back office systems

Features

  • System integration
  • Mobile form building
  • Business process management
  • Appointment management

Benefits

  • Integrates multiple back office sysyems

Pricing

£10000 to £100000 per licence per year

Service documents

G-Cloud 11

701058292174637

Aareon UK Ltd

Ian Lockwood

02476323723

uk.bids@aareon.com

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 Housing Management Systems;
Scheduling Systems;
Document Management Systems;
Asset Management Systems;
Web Applications;
Mobile Applications;
Cloud deployment model Private cloud
Service constraints Minimum availability of 99.0% per month, measured against 24x7 minus maintenance times. Options for increased availability availble subject to customer requirements
System requirements Administration: Standard web browser on latest version

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Priority 1 - Resolution of the fault within 1 day
Priority 2 - Resolution of the fault within 3 days
Priority 3 - Resolution/Identification of the fault within 5 days
Priority 4 - Resolution/Identification of the fault within 10 days
Priority 5 - Resolution/Identification of the fault within 40 days
Help - No set timescale
Enhancement - No set timescale

The support service is provided between the hours of 8:30am and 5:30pm Monday to Friday.
User can manage status and priority of support tickets Yes
Online ticketing support accessibility None or don’t know
Phone support Yes
Phone support availability 9 to 5 (UK time), Monday to Friday
Web chat support No
Onsite support Yes, at extra cost
Support levels We provide a web support system which enables users to:

 Raise calls
 Check the status of outstanding calls
 Search and view an online “Knowledge Base”
 Escalate calls
 Update calls, providing new information via the web
 Identify release version for software fixes
 Close calls via the web once problem has been resolved or software fix provided

Customers are able to view statistics on their own support calls via the web support system. This data forms a standard part of account review meetings and used to help identify any specific issues or training needs that a customer may have with a particular area of the system.

Priority 1 - Resolution of the fault within 1 day
Priority 2 - Resolution of the fault within 3 days
Priority 3 - Resolution/Identification of the fault within 5 days
Priority 4 - Resolution/Identification of the fault within 10 days
Priority 5 - Resolution/Identification of the fault within 40 days
Help - No set timescale
Enhancement - No set timescale

The support service is provided between the hours of 8:30am and 5:30pm Monday to Thursday and 8.30am – 5.00pm Friday, excluding bank or statutory holidays in England.
Support available to third parties No

Onboarding and offboarding

Onboarding and offboarding
Getting started Full implementation consultancy support is provided in linking the service to back office systems as required. Onsite training on a train the trainer basis and documentation is provided. Implementation consultancy is charged for this as used,
Service documentation Yes
Documentation formats PDF
End-of-contract data extraction A request to Aareon Digital Application Support is required to extract any data stored in the cloud for the service user.
End-of-contract process All data stored in the cloud that is not required by us will be removed. A copy of the data can be provided on request of the service user prior to deletion. Other support on exist subject to customer requirements.

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
  • Opera
Application to install Yes
Compatible operating systems
  • Android
  • IOS
  • Windows
  • Windows Phone
Designed for use on mobile devices Yes
Differences between the mobile and desktop service When accessed through a web portal responsive design is used to provide the same functionality across all devices.
When used through a mobile application downloaded separately from the app store, the functionality provided is generally tailored to the needs of the customer. Therefore, the functionality difference between mobile and desktop is determined by the customer.
API Yes
What users can and can't do using the API The API is a SOAP XML based API. The API is used to submit requests/messages which are processed by the BPM tool administered by the service.
API documentation Yes
API documentation formats PDF
API sandbox or test environment No
Customisation available Yes
Description of customisation System integrations are built and customised using an Aareon bespoke Integration Workflow Service. Tools are available as part of the service to enable customers to customise integrations themselves with the appropriate training; alternatively they can be built by purchasing Aareon consultancy services. With .NET expertise and training, a customer is also able to build their own system integration by extending the Integration Workflow Service; this can also be achieved by purchasing Aareon consultancy services.
Mobile forms are built and customised using an Aareon bespoke Form Designer service. Tools are available as part of the service to enable customers to design, build and publish forms themselves with the appropriate training; alternatively they can be built by purchasing Aareon consultancy services.

Scaling

Scaling
Independence of resources Dedicated Firewall devices are used to segregate a network for the SaaS platform from other customers using the IaaS Platform. Resource pools across the IaaS platform are monitored to guarantee appropriate resource per virtual server. Premium Storage is used to ensure high-availability and performance.

Analytics

Analytics
Service usage metrics Yes
Metrics types We can provide a monthly report on infrastructure which hosts the software and can include metrics detailed below:

- Uptime/availability metrics (any downtime during period)
- CPU utilisation report
- RAM utilisation report
- Disk performance and capacity reports
- Network bandwidth report
- Monitoring alerts
- Tickets dealt with during period, including metrics on tickets dealt with against relevant SLA’s
Reporting types Reports on request

Resellers

Resellers
Supplier type Not a reseller

Staff security

Staff security
Staff security clearance Other security clearance
Government security clearance None

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 Yes
Datacentre security standards Managed by a third party
Penetration testing frequency Less than once a year
Penetration testing approach ‘IT Health Check’ performed by a CHECK service provider
Protecting data at rest Other
Other data at rest protection approach We do not store data as part of the service. Access to the data is controlled by the buyer (our customer).
Data sanitisation process No
Equipment disposal approach A third-party destruction service

Data importing and exporting

Data importing and exporting
Data export approach A request to Aareon Digital Application Support is required along with a preferred format for the extracted data.
Data export formats
  • CSV
  • Other
Data import formats
  • CSV
  • Other
Other data import formats Custom formats are allowed

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 Minimum availability of 99.0% per month, measured against 24x7 minus maintenance times. Refunds are covered in the SLA terms and conditions
Approach to resilience Available on request.
Outage reporting An outages report can be provided on request

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication Identity federation with existing provider (for example Google Apps)
Access restrictions in management interfaces and support channels Restricted user accounts which only have access to the management interfaces. Support channels are managed externally to the service and therefore not linked to the service
Access restriction testing frequency At least every 6 months
Management access authentication Identity federation with existing provider (for example Google Apps)

Audit information for users

Audit information for users
Access to user activity audit information Users receive audit information on a regular basis
How long user audit data is stored for User-defined
Access to supplier activity audit information Users contact the support team to get 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 Cyber Essentials
ISO/IEC 27001 accreditation date 2013
What the ISO/IEC 27001 doesn’t cover N/a
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 Processes are audited annually

Operational security

Operational security
Configuration and change management standard Supplier-defined controls
Configuration and change management approach The Change Management process focuses on technical change at both a hosting provider shared infrastructure and an our solution level, the primary objective being to enable change to be planned and implemented with minimal risk and disruption to live IT services. For larger, higher risk changes, approval from a Change Advisory Board (CAB) is required, incorporating representation from Change Management, Technical specialists and Business Owners. They will establish an interface in to Aareon’s Change Management processes and the wider CAB, as required.
Vulnerability management type Supplier-defined controls
Vulnerability management approach Azure monitoring
- Automated alert generation from predefined monitors
- Integration with hosting providers incident management systems

Patch deployment follows industry standards
Protective monitoring type Supplier-defined controls
Protective monitoring approach Incident response times
- Emergency: < 15 min
- Urgent: < 1 hour
- Standard: < 4 Hours
Incident management type Supplier-defined controls
Incident management approach Our hosting provider operates a full incident / escalation management process, ensuring that their trained engineers are always available to provide support for our services. They apply a consistent approach to the management of all incidents, except where a specific approach is agreed upon with us in accordance with a custom runbook. Their Major Incident Manager process is led by a Major Incident Manager, working with Account Teams to manage communication and drive service restoration in a timely fashion in crisis and incident scenarios.

Secure development

Secure development
Approach to secure software development best practice Supplier-defined process

Public sector networks

Public sector networks
Connection to public sector networks No

Pricing

Pricing
Price £10000 to £100000 per licence 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
Service documents
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