macseu

IBM TRIRIGA Cloud Hosting Services

MACS’ focuses on providing Integrated Workplace Management (IWMS) and Enterprise asset management (EAM) solutions to local and central government organisations through digitised SaaS offerings. These vary from maintenance and FM focused situations, to wider-ranging solutions which also help to manage leases, space, capital projects, energy use and environmental emissions.

Features

  • Gartner leading Integrated Workplace Management Systems (IWMS)
  • Real estate portfolio management - (CMMS IWMS EAM)
  • Management of Capital projects
  • Energy and Carbon Management
  • Space management - BIM & CAD compliant
  • Lease accounting management & compliance IFRS16
  • Facility Management - FM CAFM
  • Digital Process Automation
  • Platform for IoT integration

Benefits

  • Paid as an OPEX expense instead of a CAPEX investment.
  • Streamline lease accounting practices to comply with new standards
  • Offers advanced, collaborative project management capabilities
  • Use analytics and benchmarks to prioritise energy-savings projects
  • Provides facility planning, management and flexible space reservation management
  • Track budgets, costs and schedules for more efficient facilities maintenance

Pricing

£615 per user per month

Service documents

G-Cloud 11

701653875627728

macseu

Paula Lloyd

02084327430

g-cloud@macs.eu

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 Options
•Additional non-production instance(s)
•Expansion of non-production instance(s)
•Additional release upgrade frequency
•Optional First Line Helpdesk
Cloud deployment model Private cloud
Service constraints There are no current constraints
System requirements
  • Works with all common supported browsers
  • Information on 3rd-party software level dependencies available on request

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Out of hours support is available upon request typically our help desk is during standard office working hours Monday to Friday
User can manage status and priority of support tickets Yes
Online ticketing support accessibility WCAG 2.1 AA or EN 301 549
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 MACS works with your organisation to put the appropriate support model in place, our standard model is based on the following levels.

Level 0 – Systems Administration were we train and empower nominated staff members to act as a first point of contact.

Level 1 - Provided by a trained MACS support engineer encompasses the first level of problem determination, diagnosis and resolution, plus the majority of operational and administrative tasks.

Level 2 - Provided by the MACS consultancy team is following the Request/Incident Process. This is the escalation route for any support issues that cannot be resolved at Level 1.

Level 3 - Provided by IBM. Level 3 Support is defined as the highest technical level of support in the model. Problems are passed to Level 3 once problem determination has taken place and the resolution requires a physical change either to the underlying application source code, its environment or its infrastructure.
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started Due to the wide use of the system there is rich user community that provide online videos and support forums.

MACS can arrange for an interactive demonstration of the solution and any training requirement you may.
Service documentation Yes
Documentation formats
  • HTML
  • PDF
End-of-contract data extraction A process of database export has been established this can be exported tables, excel files, CSV. Further details can be provided upon on request.
End-of-contract process There will be a formal end of contract review, providing and agreement for any commercial and technical discussion to take place. A formal exit plan will be agreed as part of the life cycle of the contract. Client data will be format in the format and timetable agreed during contract negotiations and confirmed in the exit review.

Using the service

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 Mobile deployed via the off-line and online features and via roles and apps.
API Yes
What users can and can't do using the API RESTful services are provided by the OSLC functionality.
API documentation Yes
API documentation formats
  • HTML
  • PDF
API sandbox or test environment Yes
Customisation available Yes
Description of customisation The solution allows for full customisation by the end user. However due to the advanced capability of the product it is recommended that any changes are made by configuration. This serves to improve maintainability and upgrade-ability and reduce the life-cycle cost of the solution.

Scaling

Scaling
Independence of resources The MACS solution is design as a fully scale-able SaaS service and as such meets the requirements of both small users and large enterprises.

Analytics

Analytics
Service usage metrics Yes
Metrics types Need to agreed in conjunction with the client service metric requirements.
Reporting types
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

Resellers
Supplier type Reseller providing extra support
Organisation whose services are being resold IBM TRIRIGA, IBM Maximo, IBM Control Desk

Staff security

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

Asset protection

Asset protection
Knowledge of data storage and processing locations Yes
Data storage and processing locations
  • United Kingdom
  • European Economic Area (EEA)
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 ‘IT Health Check’ performed by a Tigerscheme qualified provider or a CREST-approved service provider
Protecting data at rest
  • Physical access control, complying with CSA CCM v3.0
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Physical access control, complying with another standard
  • Encryption of all physical media
  • Scale, obfuscating techniques, or data storage sharding
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 importing and exporting
Data export approach There are 3 ways to import and export data from Maximo
• The import or Export function can be added to the application where the data resides,
• Manually import or export from an integration external system,
• Automatically import or export data, this can be done using OSLC, an interaction, an invocation channel, polling a database table, consuming an xml file or consuming a flat file from a file directory. The type of data import controls the elements that have to be set-up.
Data export formats CSV
Data import formats
  • CSV
  • Other
Other data import formats
  • Data Table Import
  • ETL Process
  • Data Integration

Data-in-transit protection

Data-in-transit protection
Data protection between buyer and supplier networks
  • Private network or public sector network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
Data protection within supplier network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway

Availability and resilience

Availability and resilience
Guaranteed availability Our Cloud Service provider provides 100% uptime Guarantee for Network and Platform. Loss of use of core functionality Maximo is 5 % i.e. 95 % availability . No refund is offered.
Approach to resilience VM Replication
Database Replication
-Transactional replication
-Log shipping
-Mirroring
Array-based Replication
DNS Failover
Outage reporting Email Alerts

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication
  • Public key authentication (including by TLS client certificate)
  • Username or password
Access restrictions in management interfaces and support channels Under our ISO 27001 Standard Operating Procedure (SOP) Access control is based on the role of the employee and is documented under an Access levels process. This is controlled by the security officer and access is granted to the central management team and reviewed under our internal and external audits for ISO 27001.
Access restriction testing frequency At least every 6 months
Management access authentication
  • Public key authentication (including by TLS client certificate)
  • Dedicated link (for example VPN)
  • Username or password

Audit information for users

Audit information for users
Access to user activity audit information Users contact the support team to get audit information
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 No
ISO 28000:2007 certification No
CSA STAR certification No
PCI certification No
Other security certifications Yes
Any other security certifications
  • Cyber Essentials
  • Cyber Essentials Plus

Security governance

Security governance
Named board-level person responsible for service security Yes
Security governance certified No
Security governance approach It's available on request.
Information security policies and processes It's available on request.

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 Primary contact person will maintain and add information to these requests including an impact analysis for realizing the changes and improvements.
On a quarterly basis all request and changes will be reviewed by the Customer key user team and the MACS primary contact.
All approved changes will be bundled in releases after which detailed planning will be made for development, testing, acceptance and promotion to production.
A formal rollback plan will be shared before the promotion to production.
Vulnerability management type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach Information about technical vulnerabilities of information systems/application being used are monitored via the MACS technical team, the organisation's exposure to vulnerabilities is evaluated regularly, and appropriate measures taken to address the associated risk.

MACS follow the patch policy of all deployed products. All systems shall be kept up to date based on software updates provided by the supplier.
Protective monitoring type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach ISMS SR (information incidents) are notified by all employees in the servicedesk or otherwise emailed to the security officer. The security officer has a console designed to monitor all incidents from first notification to completion.
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 Incident management is covered under our ISO 27001 Standard Operating Procedures. All incidents are reported in our Servicedesk as an internal service request with the marking Information Security (SR type = ISMS) and dealt with separately. The Security Officer will be notified always of every new incident and he/she shall check at that time whether the reported incident is an information security incident. If it is an information security incident, it will be dealt with in the proper way and the reporter will be notified of the steps taken.

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 £615 per user per month
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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