ISB Global Limited

ISB Waste & Recycling One (WR1) Outsystems

ISB Global has developed a pre-configured software solution for businesses in the waste, recycling, energy and environmental sectors. Waste Recycling One, for SAP Business One is a unique solution that is built within the framework of SBO to enable organisations to optimize waste logistics and control the recycling of materials.

Features

  • CRM & Activity Management Outsystems
  • Master Data Customer & Supplier Interaction Center
  • Contracts & Forecasting
  • PreBook Instructions
  • Work Order Management
  • Order Schedule Manger
  • Service Call
  • Route Planner
  • Vehicle Schedule Manager
  • Disposal Order & Weighbridge

Benefits

  • Real Time
  • Centralize
  • Contracts
  • Automates
  • Planning and actual dates and times
  • Manged Jobs efficiently
  • Plan, Execute rounds and routes
  • Detailed Assets management
  • Robust billing and invoicing
  • User Friendly

Pricing

£1050 to £2000 per licence

  • Education pricing available
  • Free trial available

Service documents

Framework

G-Cloud 11

Service ID

7 9 3 0 3 9 3 4 6 9 7 3 1 4 8

Contact

ISB Global Limited

Chris Williams

02082328884

chris.williams@isb-global.com

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
SAP Business One is built for small to medium sized businesses that have outgrown their accounting-only or legacy systems and are looking for a single, integrated solution to manage their entire business. SBO is a comprehensive solution that covers virtually all aspects of your business including finance, logistics/operations & CRM
Cloud deployment model
Private cloud
Service constraints
Available upon request.
System requirements
Available upon request.

User support

Email or online ticketing support
Yes, at extra cost
Support response times
Any email raised by customers will be picked by support team and responded immediately (1 to 4 hours), it will be further assessed by support consultant and according to SLA (Service Level Agreement) the team will resolve the issue.
User can manage status and priority of support tickets
Yes
Online ticketing support accessibility
WCAG 2.1 AA or EN 301 549
Phone support
Yes
Phone support availability
9 to 5 (UK time), Monday to Friday
Web chat support
Web chat
Web chat support availability
9 to 5 (UK time), Monday to Friday
Web chat support accessibility standard
WCAG 2.1 AA or EN 301 549
Web chat accessibility testing
None at the moment
Onsite support
Yes, at extra cost
Support levels
ISB always provides a technical account manager, allocated to each customer. Cloud support engineers are provided if required. Level of support depends on Customer requirements and maturity of end users. Costs vary depending on skills needed and duration. Generally our rates range from £450 to £950 per day. We package competitive support deals once support requirements have been scoped. Following support levels are provided: ISB Level 0 support – user self-service solutions, without the aid of the Help Desk. Includes automated password resets, web portals for requesting product support, and knowledge base lookup. ISB Level 1 support – access to Help Desk and provision of basic support, analysis and troubleshooting, break/fix instructions, ticket routing and escalation to Level 2 or 3 support, if cannot be resolved. ISB Level 2 support – provides more advanced support, covering cloud hosting, infrastructure, connectivity, hardware or even application support. Escalation to Level 3 if required. ISB Level 3 support – expert / SME support services covering full service array or direct contact with software vendor or cloud provider (AWS). ISB is a partner with vendor and can expedite and co-ordinate issue resolution as per SLA.
Support available to third parties
Yes

Onboarding and offboarding

Getting started
ISB provides detailed on boarding activities fro both ISB staff and customer users or key users, at the start of a new engagements. ISB Cloud Software Services provides all types of training services which includes onsite training, online training, and user documentation. Training does depend on the requirements and IT landscape.

Customers can design their training and contracts as per their needs and request from a pre-defined programs

Help cards and tutorials are all available online for almost all the components for self learning. Dedicated staff always available to assist user in case of any issue in understanding
Service documentation
Yes
Documentation formats
  • HTML
  • PDF
End-of-contract data extraction
ISB can provide your data at the end of the contract. This can be by database back-up, RDS snapshot or data export/extract. Some basic terms on this topic: (a) Generally. Upon any End / termination of Agreement: (i) all your rights under this Agreement immediately terminate (ii) you remain responsible for all fees and charges you have incurred through the date of termination, including fees and charges for in-process tasks completed after the end date (iii) you will immediately return or, if instructed by us, destroy all Content in your possession (b) Post-Termination Assistance. Unless we terminate your use of the Service Offerings pursuant to Section 7.2(b), during the 30 days following the end date (i) we will not erase any of Your Content as a result of finishing the contract (ii) you may retrieve Your Content from the Services only if you have paid any charges for any post-termination use of the Service Offerings and all other amounts due (iii) we will provide you with the same post-termination data retrieval assistance that we generally make available to all customers. Any additional assistance after ending the contract from us is subject to mutual agreement by you and us.
End-of-contract process
The contract caters for termination. Services will be completed till a specific date. Services will be paid for. Software services are then terminated. Reference back to standard terms on this: Generally. Upon any Ending of the Agreement: (i) all your rights under the Agreement immediately terminate (ii) you remain responsible for all fees and charges you have incurred through the end date of agreement, including fees and charges for in-process tasks completed after the end date of agreement (iii) you will immediately return or, if instructed by us, destroy all Content in your possession (i) we will not erase any of Your Content (ii) you may retrieve Your Content from the Services only if you have paid any charges for any post-termination use of the Service Offerings and all other amounts due (iii) we will provide you with the same post-termination data retrieval assistance that we generally make available to all customers. Any additional post-agreement assistance from us is subject to mutual agreement by you and us.

Using the service

Web browser interface
Yes
Supported browsers
  • Internet Explorer 8
  • 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
Our mobile apps provides instant access to the most relevant business information from any location. Users can handle their activities and stay informed about their Business. Our smart apps leveraging the service layer to read and write data from/to SAP Business One instead of using SAP Business One Integration Framework. In addition, it offers advanced dashboards containing user or business partner related dashboards and KPIs.

Mobile apps focus more on viewing and analyzing data and the desktop service is for creating and setting up master and transaction data. ISB can add any feature on mobile app as per requirement
Service interface
Yes
Description of service interface
The ISB provides a web-based way to administer ISB software services. You can sign in to the console and create, list, and perform other tasks with ISB services for your account. If you're the account owner, you can sign in to the console directly and make changes
Accessibility standards
WCAG 2.1 AA or EN 301 549
Accessibility testing
None at the moment
API
Yes
What users can and can't do using the API
SAP WR1 SDK is a toolkit which contains programming interfaces, utilities and documentation which allow programmers to add custom features in the ERP or interface with external applications. It has a business object layer and user interface layer, SDK has access to both these layers and using its capabilities admin users can extend its features to suit the business needs.

It has two basic API's to connect external applications.

API for User Interface (UI API)
API for Data Interface (UIDI API)

Do's

SP can be used for both propagating information as well as interrupting i:e rolling back the transactions.
Using DI API to add / update new and existing data
Use UDT to create the custom table
Use UDO to access the custom table
Multilingual support of add-on.
Message window to display a critical message
Display Error/info in the case of no direct inputs

Don'ts

Don't add trigger and store procedure
Don't update SP using Add-On
Don't use SQL in DI API to add / update new data
Don't create a custom table
Don't show critical messages in status bar.
Don't use punctuation at the end of the label text.
Don't formulate Label Text as questions.
API documentation
Yes
API documentation formats
  • HTML
  • PDF
  • Other
API sandbox or test environment
No
Customisation available
No

Scaling

Independence of resources
ISB WR1 is hosted within AWS and utilises Elastic Scaling features to automatically adjust capability as scope demands. This is all done transparently to the user so no customer process is required. Certain functions can also be cached locally by the customer to enhance local connectivity / performance (e.g. updating).

Analytics

Service usage metrics
Yes
Metrics types
Infrastructure and application metrics
Reporting types
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

Supplier type
Reseller providing extra features and support
Organisation whose services are being resold
SAP

Staff security

Staff security clearance
Conforms to BS7858:2012
Government security clearance
Up to Baseline Personnel Security Standard (BPSS)

Asset protection

Knowledge of data storage and processing locations
Yes
Data storage and processing locations
  • United Kingdom
  • European Economic Area (EEA)
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
In-house
Protecting data at rest
  • Physical access control, complying with CSA CCM v3.0
  • Physical access control, complying with another standard
  • Encryption of all physical media
  • Scale, obfuscating techniques, or data storage sharding
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 export approach
The application has an option to export user data in all of the following formats

-Excel
-PDF
-Word
-CVS
Data export formats
CSV
Data import formats
CSV

Data-in-transit protection

Data protection between buyer and supplier networks
  • 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

Guaranteed availability
ISB WR1 has a contractually guaranteed availability of 99.9% or 99.95% depending on service and configuration. This is calculated on 24 x 7 availability. ISB support desk is available 24/7. ISB service desk is available 08:30am – 5:30pm UK Working Days. If you would like service levels to apply outside of normal service hours, then please contact us with your requirements, and we can arrange this.
Approach to resilience
ISB WR1 Service design recovery plans, supporting local backups, deploying replication, and managing reduplication to manage cloud-based recovery. which takes care of all those steps on behalf of our customers. ISB WR1 services are fully equipped with the tools to figure out how to do the following:

• Backup/restore
• Fail-over
• Scaling (up and down)
• Monitoring
Outage reporting
ISB WR1 Services publishes our most up-to-the-minute information on service availability in a table published online. User and check back here any time to get current status information, or subscribe to an RSS feed to be notified of interruptions to each individual service. In case users experiencing a real-time, operational issue with one of our services that is not described on the website, clients can contact us using the contact details on our website. There is also an option create personal Health Dashboard for personalized view of our services. This can be specified during setup.

Identity and authentication

User authentication needed
Yes
User authentication
Username or password
Access restrictions in management interfaces and support channels
In order to maintain a secure service, consumers need to be securely authenticated before being allowed to perform management activities, report faults or request changes to the service. These activities may be conducted through a service management web portal, or through other support channels (such as telephone or email) and are likely to facilitate functions such as provisioning new service elements, managing user accounts and managing consumer data. It's important that service providers ensure any requests which could have a security impact are performed over secure channel.
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 contact the support team to get audit information
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

ISO/IEC 27001 certification
No
ISO 28000:2007 certification
No
CSA STAR certification
No
PCI certification
No
Other security certifications
No

Security governance

Named board-level person responsible for service security
Yes
Security governance certified
Yes
Security governance standards
  • CSA CCM version 3.0
  • ISO/IEC 27001
Information security policies and processes
ISB WR1 follows the Shared Security Responsibility Model, In this case, ISB WR1 is responsible for securing the underlying infrastructure that supports the cloud, and you’re responsible for anything you put on the
cloud or connect to the cloud. The IT infrastructure that AWS provides to its customers is designed and managed in alignment with security best practices and a variety of IT security standards, including:

• SOC 1/SSAE 16/ISAE 3402 (formerly SAS 70)
• SOC 2
• SOC 3
• FISMA, DIACAP, and FedRAMP
• DOD CSM Levels 1-5
• PCI DSS Level 1
• ISO 9001 / ISO 27001
• ITAR
• FIPS 140-2
• MTCS Level 3

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
Routine, emergency, and configuration changes to existing ISB WR1 service are authorized, logged, tested, approved, and documented in accordance with industry norms for similar systems. Updates to ISB WR1 Service are done to minimize any impact on the customer and their use of the services. ISB will communicate with customers, either via email, or through the service Health Dashboard when service use is likely to be adversely affected. ISB WR1 applies a systematic approach to managing change so that changes to customer-impacting services are thoroughly reviewed, tested, approved, and well-communicated.
Vulnerability management type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach
ISB WR1 has a vulnerability assessment service that helps improve the security and compliance of applications. It automatically assesses applications for vulnerabilities or deviations from best practices, and then produces a detailed list of security findings prioritized by level of severity. It includes a knowledge base of hundreds of rules mapped to common security standards and vulnerability definitions that are regularly updated by security researchers. There are no additional software licenses or maintenance fees, and no need to purchase hardware.
Protective monitoring type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach
Systems within ISB WR1 are extensively instrumented to monitor key operational and security metrics. Alarms are configured to automatically notify operations and management personnel when early warning thresholds are crossed on key metrics. When a threshold is crossed, the ISB incident response process is initiated. The ISB Incident Response team employs industry-standard diagnostic procedures to drive resolution during business-impacting events. Staff operates 5 days / week coverage to detect incidents and manage the impact to resolution.
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
ISB has implemented a formal, documented incident response policy and program. ISB has it own support logging process which then links to cloud support, if required.
1. Activation and Notification: Incidents begin with the detection of an event. This can come from several sources including:
a. Metrics and alarms maintains an exceptional situational awareness capability, most issues are rapidly detected from
24x7x365 monitoring and alarming
b. Trouble ticket entered by an ISB employee
c. Calls to the 24X7X365 technical support hotline.
2. Recovery Phase - the relevant resolver will perform break fix to address incident.
3. Reconstitution Phase

Secure development

Approach to secure software development best practice
Conforms to a recognised standard, but self-assessed

Public sector networks

Connection to public sector networks
No

Pricing

Price
£1050 to £2000 per licence
Discount for educational organisations
Yes
Free trial available
Yes
Description of free trial
If you have never used the ISB WR1 service before, you are eligible for a 04 week free trial. Which can be requested by email to customer service department. The free trial will include all basic modules with limited access to our mobility apps

Service documents

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