Aareon UK Ltd

Aareon Smartworld Applications

To provide customers and workforce of Social Housing, or other property sector organisations, access to services online

Features

  • Rent Account Review and Payment
  • Logging and monitoring of repair requests
  • Appointment Booking
  • Income & Expenditure Analysis
  • Tenancy Management
  • Self Service Applications for managing tenancy & property requests
  • Enterprise Mobile Working for Mobile Working

Benefits

  • Access data from back-office systems on a mobile device
  • Manage Tenancy 24/7 via customer portal
  • Manage Tenancy 24/7 via self-service App
  • Reduce use of paper forms
  • Avoid re-keying of data from customer visits
  • Increase number of appointments in a day
  • Enable Channel-Shift
  • Meet or exceed customer expectations
  • Increase operational efficiency

Pricing

£10000 to £500000 per licence

Service documents

Framework

G-Cloud 11

Service ID

7 1 9 4 4 2 1 8 2 1 7 1 2 5 5

Contact

Aareon UK Ltd

Ian Lockwood

02476323723

uk.bids@aareon.com

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
Cloud deployment model
Private cloud
Service constraints
Minimum availability of 99.0% per month, measured against 24x7 minus maintenance times. Options for increased availability available subject to customer requirements
System requirements
  • Windows App: Microsoft Windows 10 Mobile
  • Android App: Android devices running version 5.0 or later
  • Apple App: iOS devices running iOS 9.3.5 or later
  • Portal: Firefox; Chrome; Edge; Safari; Internet Explorer (latest browser versions)
  • To be able to terminate VPN if required by customer

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

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
Our customers customer: Make a request to the buyer (our customer).
Our customer: Make a request to us to extract any data stored as part of the service.
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

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.
Service interface
No
API
No
Customisation available
Yes
Description of customisation
Web portal: uses a Content Management System (CMS) to configure the web content delivered to the end user. This means the web content is fully customisable using the CMS administration functions. The service functionality can also be customised using available configuration options. The end users are not able to customise the service; however, the buyer (our customer) can with training, or by purchasing consultancy services.
Apps: these are customised using a bespoke form designer (developed by Aareon). The form content cannot be customised by the end user; however, the buyer (our customer) can with training, or by purchasing consultancy services.

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

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

Supplier type
Not a reseller

Staff security

Staff security clearance
Other security clearance
Government security clearance
None

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
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Physical access control, complying with another standard
  • 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
Yes
Data sanitisation type
Deleted data can’t be directly accessed
Equipment disposal approach
A third-party destruction service

Data importing and exporting

Data export approach
Make a request to the buyer (our customer). No data is stored in the cloud as part of the service, all data is retrieved from external data sources (typically a housing management system)
Data export formats
Other
Other data export formats
Not Applicable
Data import formats
Other
Other data import formats
Not Applicable

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

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

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

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

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

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

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

Approach to secure software development best practice
Supplier-defined process

Public sector networks

Connection to public sector networks
No

Pricing

Price
£10000 to £500000 per licence
Discount for educational organisations
No
Free trial available
No

Service documents

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