TerraQuest

Postcode and address search software

Fully hosted address lookup service utilising industry standard data sets.

Features

  • Provides information about addresses, properties and land areas including UPRN.
  • Supports simple web service calls to access relevant address lists

Benefits

  • Fully hosted on demand service
  • Provides the most up to date and accurate information

Pricing

£14500 per instance per year

Service documents

G-Cloud 10

727994497952245

TerraQuest

Craig Harper

0121 234 1300

craig.harper@terraquest.co.uk

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 Planning and Building Control services; Form Management;
Cloud deployment model Public cloud
Service constraints None
System requirements
  • Utilises the OS AddressBase products
  • Internet connectivity

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Service Help Desk is available during 9am - 5pm each weekday. The Incident levels and response times are as follows:
− Level 1 – Service down / unavailable Resolved within 4 working hours
− Level 2 – Some issues with service impacting on the users Resolved within 8 working hours
− Level 3 – Issues and advice in the usage of the system, or cosmetic issues. Resolved within 16 working hours
− Level 4 – Low priority, no immediate action required Resolved within 5 working days
User can manage status and priority of support tickets No
Phone support Yes
Phone support availability 9 to 5 (UK time), Monday to Friday
Web chat support No
Onsite support Onsite support
Support levels − Level 1 – Service down / unavailable Resolved within 4 working hours
− Level 2 – Some issues with service impacting on the users Resolved within 8 working hours
− Level 3 – Issues and advice in the usage of the system, or cosmetic issues. Resolved within 16 working hours
− Level 4 – Low priority, no immediate action required Resolved within 5 working days
Support Desk and Manager and technical Account Manager provided at no extra cost.
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started Free onsite training and onboarding process with further update training sessions rolled out as necessary.
Service documentation Yes
Documentation formats PDF
End-of-contract data extraction No user defined data held
End-of-contract process Access to service is disabled

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 10
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
  • Opera
Application to install No
Designed for use on mobile devices Yes
Differences between the mobile and desktop service The service is the return of an XML address list, and can be used by Apps, webservers or desktop devices.
Accessibility standards None or don’t know
Description of accessibility The service is made accessible to UI developers configuring the interface to suit AAA compliance.
Accessibility testing The service is made accessible to UI developers configuring the interface to suit AAA compliance allowing UI developers to perform testing to industry standards.
API No
Customisation available Yes
Description of customisation Customers can decide on the level of addressing required which is configured by the onboarding team at time of purchase.

Products are addressbase, addressbase premium and addressbase plus. PAF is also available on demand.

Scaling

Scaling
Independence of resources Ongoing monitoring and alerts; system load balancing.

Analytics

Analytics
Service usage metrics Yes
Metrics types SLA and KPI reporting built in product, customised during on-boarding process
Reporting types
  • Regular reports
  • Reports on request

Resellers

Resellers
Supplier type Not a reseller

Staff security

Staff security
Staff security clearance Conforms to BS7858:2012
Government security clearance Up to Baseline Personnel Security Standard (BPSS)

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 No
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 ‘IT Health Check’ performed by a CHECK service provider
Protecting data at rest Physical access control, complying with CSA CCM v3.0
Data sanitisation process Yes
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 importing and exporting
Data export approach N/A. No user data held.
Data export formats Other
Other data export formats N/a
Data import formats Other
Other data import formats N/a

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 The availability SLA is 99.5% over a 24/7 period per week.
Service Credits do not apply for this software service.
Approach to resilience TerraQuest operate to a formalised Corporate Business Continuity Management System/Process, the BCP follows the BS 25999 standard and is a practiced logistical plan for how we recover and restore partially or completely interrupted critical functions within agreed timescales following a disaster or extended disruption.
Outage reporting Email Alerts

Identity and authentication

Identity and authentication
User authentication needed No
Access restrictions in management interfaces and support channels Complies with recognised Industry standards
Access restriction testing frequency At least once a year
Management access authentication Other

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 receive audit information on a regular basis
How long supplier audit data is stored for User-defined
How long system logs are stored for Between 6 months and 12 months

Standards and certifications

Standards and certifications
ISO/IEC 27001 certification Yes
Who accredited the ISO/IEC 27001 URS
ISO/IEC 27001 accreditation date 11/01/2018
What the ISO/IEC 27001 doesn’t cover N?A All parts covered
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 The security policies and procedures adopted by TerraQuest have
been designed based on the following requirements –
- UK Government,
- UK and EU Law
- GDPR
- Commercial best practice
- Contractual needs
Regular staff training is undertaken, at least annually on all security and data management policies; policies are documented and made available to all staff

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 ISO 27001 controls based on ITIL Service Management for change and configuration management.
Vulnerability management type Supplier-defined controls
Vulnerability management approach TerraQuest subscribes to Industry Standards, journals and security groups to ensure we are aware of latest threats and vulnerabilities. Patches are downloaded, tested and deployed as soon as reasonabily available.
Protective monitoring type Supplier-defined controls
Protective monitoring approach Terraquest monitor unauthorised access and event logs in line Industry Standards and best practice.

All potential compromises are treated as risks and assessed for impact and probability. Mitigation and resolution follows immediately.
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 ISO 27001 controls based on ITIL Service Management for change and configuration management.

Secure development

Secure development
Approach to secure software development best practice Independent review of processes (for example CESG CPA Build Standard, ISO/IEC 27034, ISO/IEC 27001 or CSA CCM v3.0)

Public sector networks

Public sector networks
Connection to public sector networks No

Pricing

Pricing
Price £14500 per instance per year
Discount for educational organisations No
Free trial available No

Documents

Documents
Pricing document View uploaded document
Skills Framework for the Information Age rate card View uploaded document
Service definition document View uploaded document
Terms and conditions document View uploaded document
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