FaultFixers is a customer-friendly fault reporting app, that allows any building user (residents, staff, operatives, etc.) to report any issue, directly into your service helpdesk, in less than 30 seconds.
It captures the precise location with images, allowing you to resolve issues on first inspection, saving time and bottom-line costs.
- Increased efficiency and productivity that generates savings
- Dramatically enhances your customer services
- Report faults in less than 30 seconds
- Broadcast building alerts to all users' smart devices/mobiles
- Capture and monitor customer feedback direct from smart devices/mobiles
- iOS and Android apps for all you customers and workforce
- Fully integrates with your property management information systems (CAFM/MIS)
- Powerful analytics dashboard for business intelligence and reporting
- Optimise helpdesk operations, saving on average 6 minutes per ticket
- No significant technical infrastructure to support
- Increase first-time-fixes for all your property repairs
- Paperless environment reduces environmental impact
- Access to data anywhere with mobile working
- Designed and built with over 1200 customers feedback and input
- 100% out-of-office hours support for your customers
- 67% reduction of duplicated issues, saving thousands of administration hours
- Location-specific reporting, saving ambiguous telephone calls
- Automated progress communications direct to your customers
- Delivers service excellence for all types of housing organisations
- Enhance engagement with your customers, encourage them to report early
£0.33 per unit per month
- Education pricing available
FaultFixers G-Cloud Team
+44 (0)203 371 8316
|Software add-on or extension||Yes, but can also be used as a standalone service|
|What software services is the service an extension to||
FaultFixers integrates with most large-scale Housing Management Information Systems (MISs), including: Northgate, Orchard, Aareon, Civica, ROCC, Castleton, Capita Housing, plus many more.
FaultFixers integrates with most large-scale CAFM/AM softwares, including: IBM Maximo, FSi Concept, MRi Qube Planet, and many more.
If not, we can build custom extensions for your requirements.
|Cloud deployment model||Private cloud|
|Service constraints||Our service does not have any specific constraints buyers should be aware of.|
|Email or online ticketing support||Email or online ticketing|
|Support response times||Upon receiving a Support Request, the Service Desk will prioritise the request in accordance with the Service Levels agreed between FaultFixers and the customer. Typical response times are within four working hours during Normal Business Hours.|
|User can manage status and priority of support tickets||Yes|
|Online ticketing support accessibility||WCAG 2.0 A|
|Phone support availability||9 to 5 (UK time), Monday to Friday|
|Web chat support||Yes, at an extra cost|
|Web chat support availability||9 to 5 (UK time), Monday to Friday|
|Web chat support accessibility standard||WCAG 2.0 A|
|Web chat accessibility testing||Web chat is available by request from customers on a bespoke needs-based basis and is available at an additional cost. Web chat is provided via a private Slack Chat account.|
|Onsite support||Yes, at extra cost|
All issues should be reported to the FaultFixers customer services team. This comprises of an applicable help desk who will address the call according to our SLA or route the call to our respective team(s). These services are provided under our annual SaaS fee.
In addition to this, we supply a number of business related services that assist with the application administration. There is a separate fee for this which depends on the scope of the assistance required.
All customers have a dedicated Account Manager.
Cloud Support is routed via our customer service team.
|Support available to third parties||Yes|
Onboarding and offboarding
We will assign a dedicated implementation team on award, who will remain constant throughout the implementation phase. To ensure a successful delivery, we ask that the client also forms a Project Team of key stakeholders. We will provide guidance on the roles and anticipated time commitments the customers' project team.
Please note that our approach can be adapted to the availability and expertise at the client’s side.
Our teams will initially meet for planning discussions and scoping workshops to determine the exact requirements of the project. We will also provide end user training. Training can be carried out either at one of our offices or on the client site. On-line webinars are available along with seminars. Regular account management visits are organised to assist with guidance on new features which may be available. During training we provide documentation for training exercises to guide users through processes.
During scoping, we will work with the customer to produce key milestones during the pre-, during-, post-implementation phase.
|Other documentation formats||
|End-of-contract data extraction||Data can be exported from the system via reporting tools in CSV format to MS Excel which can then be used to import into other applications.|
At the end of the term, or on termination we will return all confidential information, buyer data (including personal data if applicable), other data and documents that have been disclosed or supplied during the term. A standard format for the data extract will be pre-agreed (generally CSV) and will maintain the integrity of the data. If the buyer requests that we manipulate the data, extract the data in a different specific format, or provide other assistance this will be chargeable at the current fee rates.
Throughout the duration of the contract customers can extract a variety of business data by use of the standard reporting suite within the FaultFixers dashboard platform.
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||
Mobile App services: Customers can download and use both the 'FaultFixers' App and 'FaultFixers For Teams' App. Third party users can only download and use the 'FaultFixers' App.
The 'FaultFixer' App is a multi-purpose app for customers and their third party users to report issues in and around the customers estates.
The 'FaultFixers For Teams' App is a multi-purpose app for customers to gain the same features as the 'FaultFixers' App, plus mobile-optimised and remote usability of the desktop services.
Desktop services: Only customers will have access credentials to the FaultFixers Desktop services via secure private cloud.
|Accessibility standards||WCAG 2.0 A|
|Accessibility testing||While we are aware customers can use FaultFixers products with various assistive technologies, FaultFixers does not specifically test against or recommend any particular technology.|
|What users can and can't do using the API||
Customers will require assistance from FaultFixers to setup API access. Once a customers account is setup and activated, they can programmatically perform any actions that are available within the FaultFixers mobile app and dashboard, including but not limited to:
Accessing data feeds;
Updating data feeds.
Specific interface requirements will be discussed and agreed with the user as part of the project implementation and associated configuration complete in partnership.
|API documentation formats||Open API (also known as Swagger)|
|API sandbox or test environment||Yes|
|Description of customisation||
Users can select which columns and field colours are displayed on tables of data and the order of function buttons. They can make account level customisations to include logo's and branding assets. These changes are made through the standard application user interface.
Customer defined FaultFixers system administrators can customise the field labels used throughout the system. Users can be restricted to a subset of the data by the use of enforced filters.
Further customisations are available at the request of the customer, but with an additional charge to be agreed by FaultFixers.
|Independence of resources||FaultFixers runs within a high-availability, auto-scaling environment within AWS. The infrastructure has been designed to withstand an AWS region failing. Customers accounts are initially setup by FaultFixers with user access subsequently being managed directly by the customer. FaultFixers allows unlimited App users and unlimited but customer-defined dashboard users. To date, FaultFixers has service availability levels of 100%.|
|Service usage metrics||Yes|
|Metrics types||The FaultFixers dashboard allows support metrics to be viewed by customer defined users. Customer defined FaultFixers Administrators have the ability to view point-in-time user levels and historic data changes.|
|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||Yes|
|Datacentre security standards||Supplier-defined controls|
|Penetration testing frequency||At least once a year|
|Penetration testing approach||In-house|
|Protecting data at rest||
|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 export approach||Customers can quickly and easily extract data with the intuitive reporting suite within the FaultFixers dashboard.|
|Data export formats||
|Other data export formats||
|Data import formats||CSV|
|Data protection between buyer and supplier networks||
|Data protection within supplier network||TLS (version 1.2 or above)|
Availability and resilience
The service is available 24/7, except for planned and emergency maintenance, with support response available between 09:00 and 17:30 each Business Day.
FaultFixers is typically provided at 99% availability.
|Approach to resilience||
FaultFixers uses the world-leading IaaS Amazon AWS London data centres which employ the following resilience features:
• Multiple UPSs
• On-site emergency generators with live-running refuelling contracts
• Multiple air conditioning units
• Monthly generator Full Load Tests
• Critical system log file audit and retention
• Employee screening
• SAN replication
• VM snapshot to a geographically separated location
• FM200 oxygen displacement fire suppression system
• Raised flooring/ suspended ceilings
• Under floor cabling
• Separated power/ CAT5
• Computer controlled environmental management and monitoring
• 24/7 manned security
• 24/7 help desk
• Hardened security infrastructure
• Auditable electronic access
• Isolated build environment
• Resilient WAN and internet connections
Further details are available upon request.
|Outage reporting||FaultFixers' help desk is used to manage customer / support interaction for specific customer system issues. E-mail advisories are in place and used to alert multiple customers / contacts of unplanned outages. Quarterly SLA reports are available as part of Account / Support Management Reviews.|
Identity and authentication
|User authentication needed||Yes|
|User authentication||Username or password|
|Access restrictions in management interfaces and support channels||
Access to the System Administration Module (where administrative functions are managed, including user maintenance and system configuration) is controlled by username and password.
At the implementation phase we define the principle customer contacts and allow only these authorised users to request management changes.
|Access restriction testing frequency||At least every 6 months|
|Management access authentication||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||At least 12 months|
|Access to supplier activity audit information||Users have access to real-time audit information|
|How long supplier audit data is stored for||At least 12 months|
|How long system logs are stored for||At least 12 months|
Standards and certifications
|ISO/IEC 27001 certification||No|
|ISO 28000:2007 certification||No|
|CSA STAR certification||No|
|Other security certifications||Yes|
|Any other security certifications||Cyber Essentials|
|Named board-level person responsible for service security||Yes|
|Security governance certified||No|
|Security governance approach||Data centre Infrastructure and associated services are managed according to certified ISO 27001:2013 controls and processes. FaultFixers security and processes are used to manage the Application Platform. FaultFixers is Cyber Essentials certified and is working towards the CE Plus certification.|
|Information security policies and processes||Data centre Infrastructure and associated services are managed according to certified ISO 27001:2013 controls and processes. FaultFixers security and processes are used to manage the Application Platform. FaultFixers is Cyber Essentials certified and is working towards the CE Plus certification.|
|Configuration and change management standard||Supplier-defined controls|
|Configuration and change management approach||
FaultFixers is developed using a Git repository, allowing code changes to be tracked at line level. Executables are built from Git and subjected to separate Development and System Test cycles within dedicated non-customer environments.
Customers can be informed of updates and changes. This will typically be set out in our customer-supplier agreements.
|Vulnerability management type||Supplier-defined controls|
|Vulnerability management approach||
Data centre vulnerabilities management is handled by AWS and is ISO 27001 certified - certificate no. 2013-009
Our physical and office infrastructure vulnerability management processes are ISO 27001 certified - certificate no. 1146845-1
Quarterly Scheduled Maintenance is undertaken to ensure that the technical platform is routinely patched to the latest available security guidelines / patches.
We also perform automated reporting of vulnerabilities within third party dependencies.
|Protective monitoring type||Supplier-defined controls|
|Protective monitoring approach||Protective monitoring and associated responses are managed according to ISO 27001:2013 ISMS controls and processes utilising a mixture of automated features at security device level (e.g. automatic blocking based on severity / signatures) and manual interaction based on alerts (e.g. manual investigation of alert before intervention).|
|Incident management type||Supplier-defined controls|
|Incident management approach||Incidents are managed according to ISO 27001:2013 ISMS controls and processes which includes a defined "Security Incident Management Policy" including reporting mechanisms for both Information Technology and Physical Security incidents, incident logging, communication to internal and external parties, escalation, reporting, planning, implementation of preventative actions, securing / forensic evidence and continued improvement / incident review.|
|Approach to secure software development best practice||Supplier-defined process|
Public sector networks
|Connection to public sector networks||No|
|Price||£0.33 per unit per month|
|Discount for educational organisations||Yes|
|Free trial available||Yes|
|Description of free trial||We can provide a free trial option with full-feature access, for a defined period upon request. If third party integrations are required, full-feature access will not be included. Trial duration is dependent on the trial size. FaultFixers would like to invite all customers to explore this option in more detail.|
|Link to free trial||Www.faultfixers.com|
|Pricing document||View uploaded document|
|Terms and conditions document||View uploaded document|