Worldline

Digital Doorman

With Digital Doorman, sensitive environments (factories / industrial sites) benefit from the new generation of Digital Services. A connectivity hub, Digital Doorman allows the production manager or plant IT to easily and securely manage all remote users and IoT/analytics platforms; maintaining full transparency and control over accessed data and machines.

Features

  • Fast connection with new machine/ Remote Services - 10 minutes.
  • Configuration by Local IT Groups & users for each supplier.
  • Seamless collaboration between local maintenance & remote technicians
  • Audit Trail features provide full data flow insight.
  • Instant blocking by local IT in case of data infringement.
  • Easy installation on machines, gateway devices, SCADA systems. Flexible API.
  • File collation / distribution according to device client rules/ targets

Benefits

  • Smooth onboarding of new: machines, cloud services , remote users,
  • Lifecycle management, Advanced user rights administration, Audit Trail, Collaboration
  • Protection from internet, firewall / antivirus; adhering with security policies.
  • Cyber security standards ISA99/IEC62443 ready
  • Improves machine uptime, Process efficiency, System standardization and onboarding.

Pricing

£600 per instance per month

Service documents

Framework

G-Cloud 11

Service ID

7 9 2 9 0 8 4 7 2 0 5 3 2 9 7

Contact

Worldline

Julie Hillman

07733315510

wlopportunities@worldline.com

Service scope

Service scope
Software add-on or extension No
Cloud deployment model Public cloud
Service constraints The Service is provided out of a regional European Cloud Datacenter.
System requirements Internet connection by the systems in the plant/customer network

User support

User support
Email or online ticketing support Email or online ticketing
Support response times The Service desk (2nd level) is available from 8:00 am – 6pm (CET) from Monday to Friday (excluded German holidays) and is reachable over phone and e-Mail.

Reaction time for incidents is for e-Mail 2 hours and for phone calls 3 hours during the managed operation time.
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 Only one standard support level is provided: 8:am – 6pm /CET) from Monday to Friday (excluded German national holidays). Additional support can be provided on request and needs to be individually agreed: e.g. onsite support, support on weekends/holidays.
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started We conduct a few days workshops to setup to provide training to allow customer staff to finalise the configuration and operate WL Digital Doorman through the web portal. The workshop will consist of:
• The configuration of on-site machines
• Installation and configuration of one WL Digital Doorman client machine
• Setup admin & Remote Suppliers rights
• Training on how to operate the WL Digital Doorman administration Web portal

Once we complete the training, the documentation will be provided on PDF format.
Service documentation Yes
Documentation formats PDF
End-of-contract data extraction All data remains on customer side. WL Digital Doorman does not store/stock any customer information.
Customer data are all device, user and logging data of the application.
The data can be extract by an interface to a customer data store and afterwards the application tenant will be erased.
End-of-contract process As this is a cloud service the deletion of a customer account will not have any cost.

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
Application to install Yes
Compatible operating systems
  • Linux or Unix
  • Windows
Designed for use on mobile devices No
Service interface Yes
Description of service interface Worldline Digital Doorman web portal, "CCP Web Portal" performs two main tasks:
Define access control and roles by administrators, the Digital Doorman Web Portal provides all functions to manage the platform itself and to manage users and permissions as well as customer systems and devices.
Allows the remote access to the machines and to analyse device respectively product property data: for example, service technicians can access all systems and services with a few mouse clicks or they can control lifecycle data from devices.
Provides audit functionality to e.g. analyse what types of accesses have been made to a certain device.
Accessibility standards None or don’t know
Description of accessibility The "CCP Web Portal" graphical user interface offers full technical and administrative capabilities for users to perform remote maintenance over the Internet.
Users can access and manage devices’ information through same web portal, once properly authenticated, users can directly connect to one of the devices and perform necessary activities. Access to the platform's various functions include:
▶ Device Browsing Property Monitoring, Asset Management
▶ Remote Connect (RDP, VNC)
▶ Remote Collaboration via e.g. TeamViewer
▶ Management of Smart File Transfers
▶ Monitoring: Remote Connections, File Transfers, Audit Log & Event Log
▶ Monitoring of Device lifecycle data
Accessibility testing Not applicable. Digital Doorman’s Service interface does not use any disability standards.
API Yes
What users can and can't do using the API Flexible restful API to integrate with Enterprise IT (LDAP, EAM, CRM, Knowledge Database, etc) & IoT/Data Analytics platforms.
Support of Market most common remote configuration, collaboration & repair tools (e.g. RDP, TeamViewer, File Update, VNC, HTTPS)
All features are accessible by APIs.
API documentation No
API sandbox or test environment Yes
Customisation available Yes
Description of customisation Only an “administrator” role could perform the initial customisation of the service on the platform and for the web access users.

To customize the “WL Digital Doorman platform” the following master data have to be defined:
▶ Users,
▶ User Groups,
▶ Roles
▶ Customer Devices,
▶ Device Groups
▶ The company specific structures
o regional,
o product and
o organizational structures
have to be set up.
▶ In addition, Grants for authorization and rules for device monitoring have to be adapted.

Scaling

Scaling
Independence of resources Each customer has their own dedicated tenant on a cloud platform. This tenant is unique, and not shared with other customers.

Analytics

Analytics
Service usage metrics Yes
Metrics types • Incident and problem report
• Service Call report
• Uptime report max
Reporting types Regular reports

Resellers

Resellers
Supplier type Not a reseller

Staff security

Staff security
Staff security clearance Staff screening not performed
Government security clearance None

Asset protection

Asset protection
Knowledge of data storage and processing locations Yes
Data storage and processing locations European Economic Area (EEA)
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 Never
Protecting data at rest
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Physical access control, complying with another standard
Data sanitisation process No
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 importing and exporting
Data export approach There are file exports for user, devices and logging data from the data warehouse available.
Data export formats CSV
Data import formats CSV

Data-in-transit protection

Data-in-transit protection
Data protection between buyer and supplier networks
  • Private network or public sector network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Legacy SSL and TLS (under version 1.2)
Data protection within supplier network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Legacy SSL and TLS (under version 1.2)

Availability and resilience

Availability and resilience
Guaranteed availability The standard service is provided 7/24, with managed monitoring and support during UK working hours, in event of unexpected downtime the service is re-established as soon as possible.
Outside UK working hours an on call duty is established.
For SW updates and security patches maintenance windows will be announced and agreed in alignment with the customer.
Approach to resilience This information is available if requested.
Outage reporting Incidents are communicated automatically by email.
Customer receives a monthly summary report document by email, including:
• Incident and problem report
• Service Call report
• Uptime report

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Dedicated link (for example VPN)
  • Username or password
Access restrictions in management interfaces and support channels The application includes a authentication and authorization service which support a dedicated rule set for the restricted access management.
Access restriction testing frequency At least once a year
Management access authentication
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Dedicated link (for example VPN)
  • Username or password

Audit information for users

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

Standards and certifications
ISO/IEC 27001 certification No
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 With IEC-62443-3-3, IEC-62443-4-2 cybersecurity standards, to cover the following functional security requirements:
▶ Identification and Authentication Control
▶ User Control
▶ System Integrity
▶ Data Confidentiality
▶ Restricted Dataflow
▶ Timely Response to Events
▶ Resource Availability
And IEC-62443-4-1 Standard. It defines processes, communication interfaces and guidelines to deal with DEV-OP related security topics from the following domains:
▶ Security Management (SM)
▶ Specification of Security Requirements (SR)
▶ Security by design (SD)
▶ Secure Implementation (SI)
▶ Security testing (ST)
▶ Security Defect Management
▶ Security Update Management
▶ Security Guidelines (SG)

Operational security

Operational security
Configuration and change management standard Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Configuration and change management approach The configuration and change management process is covered by the ITIL process description.
Vulnerability management type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach Disclosed on request.
Protective monitoring type Undisclosed
Protective monitoring approach Disclosed on request.
Incident management type Conforms to a recognised standard, for example, CSA CCM v3.0 or ISO/IEC 27035:2011 or SSAE-16 / ISAE 3402
Incident management approach The incident and problem management based on the ITIL standard policies.

Secure development

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

Public sector networks
Connection to public sector networks No

Pricing

Pricing
Price £600 per instance per month
Discount for educational organisations No
Free trial available No

Service documents

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