Perfect Image

Business Intelligence & Data Analytics

Perfect Image help you access, visualise and analyse your data. Our team of Public Sector experts work with Qlik, Alteryx and Microsoft to deliver both cloud or on premise solutions.
Specialist services include everything from requirements gathering and data modelling to development, design and support.

Features

  • Consultancy
  • Requirements gathering
  • Solution definition
  • Data modelling
  • Strategy and planning
  • Migration and upgrades
  • Bespoke development
  • UI design and branding
  • Support
  • Health checks

Benefits

  • Cost effective solutions
  • Improved insights
  • High user adoption
  • Scalable solutions
  • Integrated solutions
  • Improved productivity
  • Improved decision making
  • Data governance
  • improve data accessibility
  • Security

Pricing

£2,520 an instance a year

  • Free trial available

Service documents

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 rob.hankin@perfect-image.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

7 6 7 1 7 8 8 6 0 9 2 1 9 9 7

Contact

Perfect Image Rob Hankin
Telephone: 01912380111
Email: rob.hankin@perfect-image.co.uk

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
Please refer to the service definition document for details.
Cloud deployment model
  • Public cloud
  • Private cloud
  • Hybrid cloud
Service constraints
Constrains : planned maintenance and upgrades
Please refer to the service definition document for details.
System requirements
This varies depending on the customer requirement

User support

Email or online ticketing support
Email or online ticketing
Support response times
Our standard SLA for response is 2 hours
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
Perfect Image customers benefit from a support desk of highly trained and certified application engineers that are all UK based.
Support is defined into five key areas that also help form the service level agreement with our customers and to ensure it meets your organisation’s needs. These include:
• Service Definition
Including start and end date whilst also stating all key contacts and level of support provided.
• Incident Management
Under ITIL an Incident is any sort of problem or service request submitted by the Customer to Perfect Image. Perfect Image’s Service Desk, which will log and respond to all Incidents, operates during our Normal Hours of Coverage which is between 8:00am and 6:00pm, Monday through Friday excluding public holidays. Out of hours’ support is also available on request.
Our service levels are detailed below
• Critical - 4 hour target resolution
• High - 7.5 hour target resolution
• Medium - 22.5 hour target resolution
• Low - 75 hours target resolution
Costs - We have a single rate for all level of support as it is the nature of the incident that will confirm its support status. We provide cloud support engineers as part of this service.
Support available to third parties
Yes

Onboarding and offboarding

Getting started
The following services form the basis of on-boarding a customer.
- Implementation, training & consultancy. Each of these can be delivered remotely or on-site.
- Professional services post Go-Live. Business Intelligence and analytics solutions are expected to evolve as your organisation benefits from the features of the software and the maturity in using it increases. It is therefore expected that additional professional services may be required from Perfect Image after the system has gone live. We work closely with customers to ensure your own in house service skills are met, but in some instances your team may require additional services for areas such as customisation and training.
- Ad-hoc hosting services. The hosting of your BI and analytics solutions is linked to your licensing, user numbers and capacity requirements. We work with each client to confirm the estimated cost of a complete service and is dependent on the recommended product and solution.
User documentation can be provided on request.
Service documentation
No
End-of-contract data extraction
Off-boarding with Perfect Image is a straightforward procedure and the customer has provided one month’s notice to cancel in writing.
Perfect Image can facilitate a copy of all data stored and then arrange to delete all data associated with your organisation. The format of the data would be agreed in advance to ensure there is a smooth transition off the service being provided.
End-of-contract process
Off-Boarding
Each customer will have different requirements and Perfect Image will work closely to understand and support Off-boarding. Services to support this would be charged for on a time and materials basis.
- Data Extraction charges
The data required and associated effort will vary from one organisation to the next. The Perfect Image team will work to forecast the effort required to extract data. All work would be delivered on a time and materials basis.
- Licence charges
In the event that an organisation wishes to terminate their license, one full month’s notice must be provided in writing for SaaS solutions. A final charge will then be made for the next full month. In the case of perpetual license being deployed in the cloud, these would have been purchased in advance.
- Professional Services charges
The customer will be charged for any service provision provided during the month of the termination. All incurred expenses will also be re-charged i.e. travelling, accommodation, booking and administrative work.

Using the service

Web browser interface
Yes
Supported browsers
  • Internet Explorer 9
  • 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
Please refer to the service definition document for details.
Service interface
No
API
Yes
What users can and can't do using the API
Please refer to the service definition document for details.
API documentation
No
API sandbox or test environment
No
Customisation available
Yes
Description of customisation
Please refer to the service definition document for details.

Scaling

Independence of resources
This is a privately hosted solution with no shared computing resource with other clients. We would size the hosting in accordance with planned usage to minimise any variations in the application performance.

Analytics

Service usage metrics
Yes
Metrics types
Please refer to the service definition document for details.
Reporting types
API access

Resellers

Supplier type
Reseller providing extra features and support
Organisation whose services are being resold
Qlik, Alteryx, Microsoft

Staff security

Staff security clearance
Other security clearance
Government security clearance
Up to Developed Vetting (DV)

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
Managed by a third party
Penetration testing frequency
At least every 6 months
Penetration testing approach
In-house
Protecting data at rest
Physical access control, complying with CSA CCM v3.0
Data sanitisation process
Yes
Data sanitisation type
Deleted data can’t be directly accessed
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
There are export facilities within the application and the formats are extremely varied. The facility to access this functionality would be limited to those with administration access or people identified with the need for this functionality as part of the governance and security review at the start of the project.
Data export formats
CSV
Data import formats
CSV

Data-in-transit protection

Data protection between buyer and supplier networks
Private network or public sector network
Data protection within supplier network
Legacy SSL and TLS (under version 1.2)

Availability and resilience

Guaranteed availability
Each customer can stipulate the level of availabiity that needs to be guranteed. We will then implement the services required to meet this.
Approach to resilience
This is available on request
Outage reporting
We monitor all services proactivley through the use of dashboards, email and text alerts.

Identity and authentication

User authentication needed
Yes
User authentication
2-factor authentication
Access restrictions in management interfaces and support channels
We restrict access by user, security and job role.
Access restriction testing frequency
At least every 6 months
Management access authentication
  • 2-factor authentication
  • Dedicated link (for example VPN)
  • 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
User-defined

Standards and certifications

ISO/IEC 27001 certification
No
ISO 28000:2007 certification
No
CSA STAR certification
No
PCI certification
No
Other security certifications
Yes
Any other security certifications
Please refer to the service definition document for details.

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
We have an ISSM library which is aligned to GDPR 2018 and the governments Cyber Essentials scheme. We also are aligned to 27001 Annex A.

Operational security

Configuration and change management standard
Supplier-defined controls
Configuration and change management approach
Changes are asssesed for potential security Impact inline with ITIL best practice
Vulnerability management type
Supplier-defined controls
Vulnerability management approach
Daily vulnerability testing on external IP ports, scheduled patch management and background Antivirus.
Protective monitoring type
Supplier-defined controls
Protective monitoring approach
We deploy an Opsview platform as a NOC central monitoring facility. This uses proactive round robin monitoring and testing across agreed client threshholds. Red Amber Green reporting against these threshholds.
Incident management type
Supplier-defined controls
Incident management approach
Controlled through our support desk. We follow an ITIL aligned Incident Management process. We carry out the following steps:- Identify and log incidents/Calssify and Prioritise/Investigate and Diagnose/Resolution and Recovery/Close incident

Secure development

Approach to secure software development best practice
Supplier-defined process

Public sector networks

Connection to public sector networks
No

Pricing

Price
£2,520 an instance a year
Discount for educational organisations
No
Free trial available
Yes
Description of free trial
Please refer to the service definition document for details.

Service documents

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 rob.hankin@perfect-image.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.