Concerto FM solution with Integrated CAFM service helpdesk
Web based, FM & property management system with integrated CAFM helpdesk. Collaborative, centralised property management across any location from any device. User-friendly and customisable with role-defined dashboards and integrated mobile application. Complete Suppliers Portal. Links with existing systems. Concerto offers a great user experience and excellent value for money.
- Web based reactive repairs CAFM help desk
- Customisable role defined dashboards accessed from any where/device
- Integrated mobile application with bar and QR code scanning
- Centralised document management for all FM and compliance data
- Works ordering with easy cost allocation and purchase orders
- Automated orders and invoicing module linking to your finance system
- Water monitoring module to manage risks at every level
- Full life-cycle automated management of planned maintenance tasks
- On site risk assessment direct from site with automated alerts
- Integrate with Concerto asset management solution
- Improve efficiencies with single, centralised, 'umbrella' solution
- Significant savings in response and completion times for reactive works
- Deliver accurate and relational data to clients and safety auditors
- Mobile operatives seamlessly interact with helpdesk, even without a signal
- Mitigate risk with automated functionality, alerts and reports
- Access the same data for all users from any where/device
- User-friendly intuitive interface encourages can-do culture
- Client-led configuration with customisable workflows and role-defined dashboards
- Peace of mind that statutory requirements and situations are understood
- Keep ahead with powerful and bespoke automated reporting
£5000 to £30000 per licence per year
- Education pricing available
- Free trial available
7 4 2 4 3 0 4 3 1 8 3 7 0 6 1
Concerto Support Services Ltd
|Software add-on or extension||No|
|Cloud deployment model||Private cloud|
|Service constraints||No - If the client is hosting the software via their own Cloud network or local infrastructure, they will need to adhere to our recommended minimum specifications.|
|System requirements||None unless client is hosting the software|
|Email or online ticketing support||Email or online ticketing|
|Support response times||Within the defined service level agreement.|
|User can manage status and priority of support tickets||No|
|Phone support availability||9 to 5 (UK time), Monday to Friday|
|Web chat support||No|
|Onsite support||Yes, at extra cost|
Support is provided by Concerto's internal Service Desk.
The level provided is support between Mon - Fri 09:00 - 17:00
Each support issue is dealt with within the agreed SLA's.
|Support available to third parties||Yes|
Onboarding and offboarding
Concerto works closely in partnership with our clients from getting started and training right through to the everyday use of our software. We use our project methodology and expertise to help you manage the planning and implementation of our software, supporting you every step of the way and ensuring your implementation is a success.
Each implementation has a kick off workshop where we help you plan and break everything down into a project with work packages. Each subsequent work package has a workshop to establish requirements and resources, gain a clear understanding of your needs and how your organisation works to get the best from the software. We manage your implementation using Concerto Projects so you have complete visibility of your project’s progress.
We ensure your key data is correctly migrated from old systems - Often a large volume of complex data is involved so we are able to tailor fields to your requirements.
Our dedicated in-house help desk team are available to answer any questions and provide future support for the life of our software. We provide in house training, user manuals, online help, a support help desk and a video training library.
|End-of-contract data extraction||Users are able to work with Concerto to assist them in extracting their data at the end of the contract if this is required.|
The off-boarding plan for this Call-Off Contract is that the data will be supplied back to the Buyer as
• An SQL database backup (.bak)
• Separate excel workbooks for system modules used
• Files uploaded to system to be extracted into a windows hierarchical folder structure and supplied in a password protected zip file.
The Supplier will make this information available to the buyer via uploaded FTP, DVD or Encrypted hard-drive.
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||Concerto has a mobile application accessible via the web browser. This provides a specific function and differs to the main version of the software. The mobile application can be used as an example by mobile engineers on site completing job details.|
|What users can and can't do using the API||The Concerto system provides a number of API endpoints for the purposes of web-based mobile applications and to communicate with external software. In both cases, client software authenticates via credentials and/or an API key, which are provided by Concerto. Said API endpoints provide specific functionality necessary for other software to manipulate data in the system. A traditional user provides authentication information in the other software, which in turn authenticates with the core Concerto application. User interactions with the other software are then translated into data manipulation commands via the API endpoints. Our API endpoints are configured only to perform tasks specifically required for the operation of web-based mobile applications and external software.|
|API documentation formats||Other|
|API sandbox or test environment||Yes|
|Description of customisation||
Logos can be customised on the login page on the headers of reports.
Reporting within Concerto is possible via reports created in Crystal Reports. These can be amended by Concerto developers.
Users are able to customise Security Profiles (I.E level of access users have in the system), the theme (colours in the banner and in tables) and parts of the system, I.E Helpdesk actions and configuration.
The system is flexible and has been designed to customised by users to fit their internal business processes as best as possible.
|Independence of resources||
Each client has their own separate Concerto website and Concerto database so each client will not affect each other.
Our hosting provider is also flexible so we can increase server requirements if it is needed.
|Service usage metrics||Yes|
Two different kinds can be provided:
1) Server metrics, I.E the uptime of the server the application is hosted on
2) Bespoke reporting so users can view their own data, I.E users can see their SLA statistics if they are using the Helpdesk module
|Supplier type||Not a reseller|
|Staff security clearance||Other security clearance|
|Government security clearance||Up to Security Clearance (SC)|
|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||Less than once a year|
|Penetration testing approach||Another external penetration testing organisation|
|Protecting data at rest||Physical access control, complying with CSA CCM v3.0|
|Data sanitisation process||No|
|Equipment disposal approach||A third-party destruction service|
Data importing and exporting
|Data export approach||
Users can export data by exporting to PDF, or Excel files.
Data can also be extracted via a custom built interface which will extract a CSV file onto the specified location.
The data is stored in a SQL database so the data can also be extracted from here if required.
|Data export formats||
|Other data export formats||
|Data import formats||
|Other data import formats||
|Data protection between buyer and supplier networks||
|Data protection within supplier network||
Availability and resilience
Our hosting provider has a 99.9% uptime SLA
Refunds would be on a client by client basis depending on the contract details.
|Approach to resilience||Available on request.|
Email alerts from our hosting provider to notify us of any server outages.
If requested we can have outage notifications on a specific website also.
Identity and authentication
|User authentication needed||Yes|
|Access restrictions in management interfaces and support channels||The designated user administrator for the Concerto system (client side) is responsible for creating Security Profiles to restrict access as necessary.|
|Access restriction testing frequency||At least every 6 months|
|Management access authentication||
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 have access to real-time 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||NQA|
|ISO/IEC 27001 accreditation date||06/11/2015|
|What the ISO/IEC 27001 doesn’t cover||N/A|
|ISO 28000:2007 certification||No|
|CSA STAR certification||No|
|Other security certifications||Yes|
|Any other security certifications||Cyber Security Essentials|
|Named board-level person responsible for service security||Yes|
|Security governance certified||Yes|
|Security governance standards||
|Other security governance standards||Cyber Security Essentials|
|Information security policies and processes||We conform to an ISO 270001 standard and Cyber Security Essentials .|
|Configuration and change management standard||Supplier-defined controls|
|Configuration and change management approach||
Each change in the system is discussed internally to judge the potential impact on different clients.
All code changes are recorded to keep track.
|Vulnerability management type||Undisclosed|
|Vulnerability management approach||Concerto commissions six-monthly penetration tests via an impartial third party to identify potential threats. Any threats identified are resolved within a week following a test. Concerto operates a monthly release process in which regression-tested product features and non-critical fixes are delivered to clients. Hotfixes for critical bugs and vulnerabilities are deployed immediately as patches to the most recent formal release.|
|Protective monitoring type||Undisclosed|
|Protective monitoring approach||Concerto operates server-level and application-level monitoring. Alerts relating to the availability of a server or application are raised via email to a number of key personnel within the business. In the instance that a server is taken offline, our DR provision includes load balancing and failover servers that are typically operable within four hours of an incident. In the further event of a hardware failure, automatic DR processes transition data to another hardware host within approximately two hours. In the event that a new server requires provisioning and configuring, we aim to restore application availability within one day.|
|Incident management type||Supplier-defined controls|
|Incident management approach||
Users will report issues via the telephone or logging a ticket with Concerto support.
If it is deemed to be a critical incident the Service Desk Manager will liaise with the Technical Director to put in place a solution.
|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
|Connection to public sector networks||Yes|
|Connected networks||Public Services Network (PSN)|
|Price||£5000 to £30000 per licence per year|
|Discount for educational organisations||Yes|
|Free trial available||Yes|
|Description of free trial||We set up a demo version of the the solution to allow users to experience the look and feel and basic functionality. The demo is a vanilla and does not include any client specific set up.|