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

G-Cloud 10

748852887857312

Aareon UK Ltd

Ian Lockwood

02476323723

uk.bids@aareon.com

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 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 availble subject to customer requirements
System requirements
  • Windows App: Microsoft Windows 10 Mobile
  • Android App: Android devices running version 4.1 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

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 Thursday and 8.30am – 5.00pm Friday, excluding bank or statutory holidays in England.
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

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

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.
Accessibility standards WCAG 2.0 AA or EN 301 549
Accessibility testing The website access services have been tested with Browsealoud
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

Scaling
Independence of resources Dedicated Firewall devices are used to segregate a network for the SaaS platform from other customers using the IaaS Platform. iomart use VMware to manage resource pools across the IaaS platform to guarantee appropriate resource per virtual server. Storage is provided from EMC SAN devices and ther is no thin provision storage, ensuring each customer has the benefit of the full capacity and associated performance that they pay for.

Analytics

Analytics
Service usage metrics Yes
Metrics types We provide a monthly report on infrastructure which hosts the software, these reports are carried out as scheduled tasks by the iomart Customer Service team and 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

Resellers
Supplier type Not a reseller

Staff security

Staff security
Staff security clearance Other security clearance
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 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 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-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 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

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

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

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

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

Operational security
Configuration and change management standard Supplier-defined controls
Configuration and change management approach Web content (added to the CMS) is versioned and audited.
Form building is versioned and audited
Workflow design and building is versioned and audited.
Vulnerability management type Supplier-defined controls
Vulnerability management approach Constant monitoring of hosted systems for threats and real time attacks.
Patch deployment follows industry standards
Protective monitoring type Supplier-defined controls
Protective monitoring approach This platform is protected with Cisco IPS services which we rely upon, in association with our own SOC/NOC teams
Incident management type Supplier-defined controls
Incident management approach Have pre-defined process for common events on customer platforms and follow the ISO 20000 standard for service management. Our business continuity follows ISO 22301 standard for major incidents. Report are provided in a monthly pack for customers. Customers can log incidents via email, telephone or via the customer control panel.

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 £10000 to £500000 per licence
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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