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.
- 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
- 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
£615 per user per month
- Pricing document
- Skills Framework for the Information Age rate card
- Service definition document
- Terms and conditions
|Software add-on or extension||Yes, but can also be used as a standalone service|
|What software services is the service an extension to||
•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|
|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 availability||9 to 5 (UK time), Monday to Friday|
|Web chat support||No|
|Onsite support||Yes, at extra cost|
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
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.
|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
|Web browser interface||Yes|
|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.|
|What users can and can't do using the API||RESTful services are provided by the OSLC functionality.|
|API documentation formats||
|API sandbox or test environment||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.|
|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.|
|Service usage metrics||Yes|
|Metrics types||Need to agreed in conjunction with the client service metric requirements.|
|Supplier type||Reseller providing extra support|
|Organisation whose services are being resold||IBM TRIRIGA, IBM Maximo, IBM Control Desk|
|Staff security clearance||Other security clearance|
|Government security clearance||Up to Developed Vetting (DV)|
|Knowledge of data storage and processing locations||Yes|
|Data storage and processing locations||
|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||
|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||
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||
|Other data import formats||
|Data protection between buyer and supplier networks||
|Data protection within supplier network||
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||
|Outage reporting||Email Alerts|
Identity and authentication
|User authentication needed||Yes|
|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||
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
|ISO/IEC 27001 certification||No|
|ISO 28000:2007 certification||No|
|CSA STAR certification||No|
|Other security certifications||Yes|
|Any other security certifications||
|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.|
|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.|
|Approach to secure software development best practice||Supplier-defined process|
Public sector networks
|Connection to public sector networks||No|
|Price||£615 per user per month|
|Discount for educational organisations||No|
|Free trial available||No|