Concerto Support Services Ltd

Concerto Key Management Solution

A paperless solution which allows asset owners to manage an inventory of keys for buildings, assets and fleet. The Concerto key management solution utilises barcode technology to track keys and automated email/SMS alerts to chase overdue keys. The key management solution seamlessly integrates with the Concerto Asset and CAFM solutions.

Features

• Key assignment to staff or contractors
• Association of keys with a reactive or planned maintenance jobs
• Penalty/credit-note capability for lost keys associated with a supplier
• Automated reminders for overdue return of keys
• Key tracking across individuals, departments and suppliers
• Lost/replacement key workflow and management
• Dashboard and email/SMS alerts
• Web-based, works on any device
• Full audit trail
• API available for integration

Benefits

• Digitise paper-based key management processes and systems
• Reduce significant risks, e.g. theft, safeguarding incidents, reputation
• Key records can relate directly to asset information
• Cost-avoidance - Prevents replacing locks and keys
• Auditable trail of key-assignment to staff or suppliers
• Workflow for managing missing keys
• Reduction in administrative burden
• Web-based, accessible on numerous devices (Laptop,phone,tablet)
• Intuitive user experience
• Underpins physical security processes, procedures and certifications

£2,500 to £14,000 a unit a year

• Education pricing available

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at James.heysmond@concerto.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 12

Service ID

751370296468457

Contact

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. Direct application support is available between Mon - Fri 07:00 am - 19:00 pm. 24/7 365 application support is available at an additional cost.; ; 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 to check-in/out keys and keysets.
• 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: Yes
• Datacentre security standards: Complies with a recognised standard (for example CSA CCM version 3.0)
• Penetration testing frequency: At least every 6 months
• 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: 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: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• 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: Concerto follows industry best practise incident management processes which are governed by our ISO 9001 and 27001 processes. Users report issues via the telephone or logging a ticket through the Concerto Helpdesk portal. All incidents are categorised and then managed to completion based on agreed priories. In addition, Concerto also follows the required guidelines for subject access requests as outlined by GDPR.

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: £2,500 to £14,000 a unit a year
• Discount for educational organisations: Yes
• Free trial available: No

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at James.heysmond@concerto.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.