Concerto Support Services Ltd

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.

Features

  • 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

Benefits

  • 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

Pricing

£5000 to £30000 per licence per year

  • Education pricing available
  • Free trial available

Service documents

Framework

G-Cloud 11

Service ID

7 4 2 4 3 0 4 3 1 8 3 7 0 6 1

Contact

Concerto Support Services Ltd

James Heysmond

0844 8589171

James.heysmond@concerto.co.uk

Service scope

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

User support

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
Yes
Phone support availability
9 to 5 (UK time), Monday to Friday
Web chat support
No
Onsite support
Yes, at extra cost
Support levels
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

Getting started
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.
Service documentation
Yes
Documentation formats
  • HTML
  • PDF
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.
End-of-contract process
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
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
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.
Service interface
No
API
Yes
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
Yes
API documentation formats
Other
API sandbox or test environment
Yes
Customisation available
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.

Scaling

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.

Analytics

Service usage metrics
Yes
Metrics types
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
Reporting types
  • Real-time dashboards
  • Reports on request

Resellers

Supplier type
Not a reseller

Staff security

Staff security clearance
Other security clearance
Government security clearance
Up to Security Clearance (SC)

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
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
  • CSV
  • Other
Other data export formats
  • XML
  • Fixed Width File
  • API
Data import formats
  • CSV
  • Other
Other data import formats
  • XML
  • XLS
  • XLSX
  • API

Data-in-transit protection

Data protection between buyer and supplier networks
  • TLS (version 1.2 or above)
  • Legacy SSL and TLS (under version 1.2)
Data protection within supplier network
  • TLS (version 1.2 or above)
  • Legacy SSL and TLS (under version 1.2)

Availability and resilience

Guaranteed availability
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.
Outage reporting
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
User authentication
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
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
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)
  • Username or password

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
PCI certification
No
Other security certifications
Yes
Any other security certifications
Cyber Security Essentials

Security governance

Named board-level person responsible for service security
Yes
Security governance certified
Yes
Security governance standards
  • ISO/IEC 27001
  • Other
Other security governance standards
Cyber Security Essentials
Information security policies and processes
We conform to an ISO 270001 standard and Cyber Security Essentials .

Operational security

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.

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

Connection to public sector networks
Yes
Connected networks
Public Services Network (PSN)

Pricing

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.

Service documents

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