NetHelpDesk Ltd

NetHelpDesk

NetHelpDesk is a cloud based service desk solution that delivers Lightning Fast ITSM with an intuitive interface. Alongside being the benchmark for speed, NetHelpDesk provides powerful, flexible ITIL functionality. It includes features such as service catalogue, CMDB, incident, change, problem, knowledge management and market leading drill-down dashboards.

Features

  • Fast and Intuitive Interface
  • Self Service & Knowledge Base
  • Single Solution for Multiple Departments
  • Integration with Core Business Systems
  • Flexible, Granular Reporting with Drill Down Dashboards
  • ITIL Aligned
  • Automatic Problem Identification
  • Telephony Integration
  • Language Translations
  • Feature Rich Mobile Apps

Benefits

  • Increase Service Desk Efficiency
  • Quickly and Easily View Required Intelligence
  • Automate Assigning of Tickets
  • Template Common Requests and Projects
  • Shift Emphasis Towards Self Service
  • Publish Knowledge Base Articles to Users
  • Quickly Prioritise Incidents and Service Requests
  • Centralise Communications
  • Schedule Reports
  • Work From Multiple Devices

Pricing

£25 per person per month

  • Education pricing available
  • Free trial available

Service documents

G-Cloud 10

734428254786772

NetHelpDesk Ltd

Tom Monaghan

01449 833 111

tom.monaghan@nethelpdesk.com

Service scope

Service scope
Software add-on or extension No
Cloud deployment model Public cloud
Service constraints NetHelpDesk will be periodically updated with the agreement from the customer. These updates will take place outside of business hours and will be scheduled in at the customer's convenience.

Any maintenance that will impact service to a customer will only be carried out with agreement and will be scheduled in advance. Maintenance work is normally performed outside of normal working hours to ensure minimal disruption.

Where urgent work, such as emergency fixes, security patches or other unforeseen maintenance work must be carried out, customers are kept informed with regular updates.
System requirements Supported Web Browser: IE11+, Microsoft Edge, Chrome, Firefox, or Safari

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Service Availability Support: 24 x 7 x 365
Application Support: 9am to 6:00pm Mon to Fri
SLA Response Targets:
Priority 1 - 15 mins
Priority 2 - 30 mins
Priority 3 - 4 Hours
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 Web chat
Web chat support availability 9 to 5 (UK time), Monday to Friday
Web chat support accessibility standard None or don’t know
How the web chat support is accessible Users can browse to the support portal and launch a chat session. This chat session can be related to a support ticket or can be a standalone chat session, in which a ticket may be logged as a result.
Web chat accessibility testing Our live chat has been through our internal testing procedure, including testing with different user groups.
Onsite support Yes, at extra cost
Support levels Standard support included within SaaS pricing.
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started When purchasing NetHelpDesk, an implementation package is also purchased. The packages vary to include onsite consultancy, training, remote consultancy, project management etc. depending on the scale of the implementation.

Alongside the implementation package, new users will also have access to our library of guides and documentation, as well as being able to ask questions of our support team.
Service documentation Yes
Documentation formats
  • HTML
  • PDF
End-of-contract data extraction Users extract their data via csv export from the Reporting Suite or the SQL database can be provided, in the format of a .bak file, for an additional cost.
End-of-contract process At the end of the contract, all data can be exported into csv format free of charge. The SQL database can be provided for an additional cost.

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 No
Designed for use on mobile devices Yes
Differences between the mobile and desktop service The desktop app is mobile optimised to include the same functionality regardless of device. There are also mobile apps that have some additional functionality, such as asset bar code scanning.
Accessibility standards None or don’t know
Description of accessibility NetHelpDesk is built on the latest technologies and is developed in line with HTML 5 coding standards. This enables the software to follow all browser standards and take advantage of accessibility features built into modern web browsers. These features include, changing of font size, page zoom, alt-tagging of all fields, light and dark mode, optimised mobile touch interfaces.
Accessibility testing At NetHelpDesk we work alongside our customers in developing the application to meet the requirements of all users. We are in constant communication with customers to ensure that the application allows all users to be able to easily use the software. Our user community is incredibly important to how the software is developed and all feedback is considered. Any feedback received around the accessibility of NetHelpDesk is prioritised on our development road map and changes implemented in a timely manner.
API Yes
What users can and can't do using the API External applications are authorised to the RESTful API within the NetHelpDesk application. A name and authentication method is given to the application and this is used to authenticate requests to the NetHelpDesk API.

NetHelpDesk is an API-centric application, so all the functionality from the application is available in the API.
API documentation Yes
API documentation formats HTML
API sandbox or test environment Yes
Customisation available Yes
Description of customisation NetHelpDesk is an extremely configurable application and is designed to be configured to meet a range of service desk requirements. The configuration all takes place within the application and there is no requirement for coding or programming knowledge.

To configure the system, the user must have the relevant permissions.

Scaling

Scaling
Independence of resources NetHelpDesk is designed to be scalable and meet the needs to enterprise level organisations.

Each customer has their own application server hosted on Amazon Web Services (AWS) and this easily scales to requirements. By having separate servers, this ensures independence from other customers.

Analytics

Analytics
Service usage metrics Yes
Metrics types Service usage metrics are available through the built-in Reporting Suite. Further reports available on request.
Reporting types
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

Resellers
Supplier type Not a reseller

Staff security

Staff security
Staff security clearance Staff screening not performed
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 Complies with a recognised standard (for example CSA CCM version 3.0)
Penetration testing frequency At least once a year
Penetration testing approach In-house
Protecting data at rest
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • 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 Users can export their data on demand through the Reporting Suite within the application. This is typically in csv format although other formats are available.

NetHelpDesk will also provide a database backup on request. This database is compressed, encrypted and password protected.
Data export formats
  • CSV
  • Other
Other data export formats Excel
Data import formats
  • CSV
  • Other
Other data import formats Excel

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 level of service received by all NetHelpDesk customers is of the highest importance. As a result we have an operational target of 99.95% service availability.
Approach to resilience Available on request.
Outage reporting Service outages are alerted to the customers via email. Emails are transparent and keep the customer updated as to expected availability.

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Username or password
Access restrictions in management interfaces and support channels NetHelpDesk management interfaces require a username and password to access and this is authorised against their role. To access support channels NetHelpDesk allows customers to opt in to our Name Support Contact Policy. This restricts which employees are allowed to access support channels. Outside of this policy, support is provided to the level of the role of the user. If additional permissions are required this is sent for approval with the customer's administrators.
Access restriction testing frequency At least once a year
Management access authentication
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Username or password

Audit information for users

Audit information for users
Access to user activity audit information Users have access to real-time 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 No

Security governance

Security governance
Named board-level person responsible for service security Yes
Security governance certified No
Security governance approach Security governance is approached with clear security responsibilities allocated to individuals. These responsibilities are assigned at all levels enabling accountability and ensures security protocols are followed effectively. An internal escalation policy is in place to ensure that decisions are made correctly and communicated clearly.
Information security policies and processes Net Help Desk Limited use Amazon Web Services (AWS) for the hosting of cloud software. All data is stored within the Amazon infrastructure, which complies with ISO/IEC 27001. No customer data is physically stored on Net Help Desk Limited hardware.

Any changes to AWS infrastructure are required to go through our internal Change Management procedure and authorisation needs obtaining where required.

Operational security

Operational security
Configuration and change management standard Supplier-defined controls
Configuration and change management approach Change management is all tracked through using NetHelpDesk ourselves internally.

Requests for change are raised for normal and emergency changes, which are associated against the relevant services. These are then tracked through NetHelpDesk and relevant changes go for approval. Once approved, the changes are then implemented and reviewed.
Vulnerability management type Undisclosed
Vulnerability management approach Potential threats are evaluated on an ongoing basis and risk assessments carried out whenever a change is made to an asset. The potential impact of each threat-vulnerability is assessed using the risk likelihood scale and risk levels are automatically calculated and recorded against the asset in the risk assessment register. We use multiple sources to identify vulnerabilities, from vendor information to in house testing. Our internal process allows for these risks to be resolved or mitigate with 8 hours.
Protective monitoring type Undisclosed
Protective monitoring approach All instances of NetHelpDesk are configured with proactive monitoring software, which checks a range of metrics every minute. These metrics are displayed on dashboards and email alerts sent out. Any warnings received follow our internal incident procedure and worked on in accordance with our standard SLA. Priority 1 - 15 mins
Priority 2 - 30 mins
Priority 3 - 4 Hours
Incident management type Undisclosed
Incident management approach Incidents can be raised with NetHelpDesk via email, web form or phone call. These different channels all raise incidents with the NetHelpDesk software. Once logged in NetHelpDesk these incidents are triaged, which involves prioritising, categorising and assigning to the correct teams. Common events have resolutions stored in our knowledge base and problem management is also implemented to prevent future incidents. All communications are maintained within the incident record and customers can view this information on the support portal. The support portal allows users to view active incidents, as well as closed incidents. Additional incident reports available on request.

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 £25 per person per month
Discount for educational organisations Yes
Free trial available Yes
Description of free trial Full access for 30 days.

Documents

Documents
Pricing document View uploaded document
Terms and conditions document View uploaded document
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