Infosys Limited

AssistEdge Managed Automation Service.

AssistEdge Managed Automation Service provides Robotic Process Automation (RPA) as a service on Infosys Cloud. AssistEdge RPA provides a technology platform to automate business processes involving different applications across technology platforms by modelling rules executed by robots eliminating human errors. It provides E2E automation of repetitive tasks, transactions and processes.

Features

  • Cutting edge RPA technology product with innovative and continuous upgrade.
  • Reusable framework for automation and runtime application Plug-n-Play.
  • Comprehensive cloud automation suite to address diverse client scenarios.
  • 24X7 availability of AssistEdge RPA platform for building automation BOTs
  • A highly experienced Discovery team for discovering processes for automation
  • Experienced Automation team with deep knowledge and extensive cloud automation
  • Elastically scale up and scale down the platform on demand
  • Robust Security framework to ensure application and data security.
  • Flexible deployment model to meet diverse client needs.
  • Move from CAPEX to OPEX commercial model.

Benefits

  • Improved productivity.
  • Reduced operational costs upto 5X.
  • Very low/no infrastructure requirements
  • Reduction in SLA breach.
  • Quicker time-to-market
  • Elimination of human errors.
  • ROI in less than 6 months
  • End-to-end ownership
  • Easy to scale across departments & geographies
  • Flexible commercial model.

Pricing

£1100 per unit

  • Free trial available

Service documents

Framework

G-Cloud 11

Service ID

8 0 5 2 5 2 2 9 1 0 0 5 0 0 5

Contact

Infosys Limited

Manish Malhotra

+44 7958 024225

manish_malhotra@infosys.com

Service scope

Software add-on or extension
No
Cloud deployment model
Private cloud
Service constraints
There are no known constraints in selecting our service.
System requirements
  • Windows Server 2012/ Windows -7/8/8.1
  • Microsoft .NET Framework 4.6 and above
  • IIS 8.0 or higher
  • SQL Server 2012/ Oracle 12c
  • JDK 1.8 or later
  • MS Office 2010
  • Microsoft Interop Assemblies - Excel & Word
  • IE/ Chrome/ Firefox (as per requirements)

User support

Email or online ticketing support
Email or online ticketing
Support response times
The ticket response time depends on the SLA agreed as per the contract signed between both the parties. This usually varies from 4 business hours to 24 business hours.
User can manage status and priority of support tickets
Yes
Online ticketing support accessibility
WCAG 2.1 AAA
Phone support
Yes
Phone support availability
24 hours, 7 days a week
Web chat support
No
Onsite support
Onsite support
Support levels
"Typical support SLA is as below,
Service Levels for Product support:
1. Sev1 – Fatal Errors that meet the following criteria:
• Material Errors that prevent the use of Product completely;
• Material errors in essential functions having material commercial impact for which no work around exists; or
• Any error that permits unauthorized access to Personal Information or any loss thereof.
# Response Time – 4 business hours
#Remedial Process – Patch release

2. Sev2 – Severe Impact Errors that meet the following criteria:
• Errors that disable essential functions but for which a work around exists; or
• Errors that violate material Specifications
# Response Time – 8 business hours
# Remedial Process – Patch release or next version

3. Sev3 – Minor Deficiency with minimal impact to end users and the business.
# Response Time – 12 business hours
# Remedial Process – Patch release or next version"
Support available to third parties
Yes

Onboarding and offboarding

Getting started
AssistEdge product manuals and user guides are provided as part of the solution. In addition to this, we also provide both Classrom training and Virtual Training options along with User Support options to help and support users in their automation journey.
Service documentation
Yes
Documentation formats
PDF
End-of-contract data extraction
AssistEdge does not store any customer confidential and transaction data. AssistEdge works on the principle of Over The Top (OTT) which means it can act as a light weight wrapper around the existing enterprise applications used in the organization
End-of-contract process
At the end of contract period, we would do detailed training / knowledge transfer to the team who would take this over from our team as a transition plan.

Using the service

Web browser interface
Yes
Supported browsers
  • Internet Explorer 10
  • Internet Explorer 11
  • Firefox
  • Chrome
Application to install
Yes
Compatible operating systems
Windows
Designed for use on mobile devices
No
Service interface
No
API
Yes
What users can and can't do using the API
Users can consume API's to modify the business logic/ UI as per the business requirements.
API documentation
Yes
API documentation formats
PDF
API sandbox or test environment
No
Customisation available
Yes
Description of customisation
The solution exposes the services that users can consume to create, modify the business logic as per the business requirements.

Scaling

Independence of resources
Yes, the product architecture has been designed such that the infrastructure and the no of robots can be easily scaled up or scaled down according to the requirements.

Analytics

Service usage metrics
Yes
Metrics types
AssistEdge RPA reports are available in a standard out of box template for viewing various RPA service metrics such as Robot utilization, exceptions, decision outcomes, and volumes. All activities like Bot Activities, handling times, interactions, source applications, exception stack and performance etc. are recorded and saved for reporting and insights.
Reporting types
  • Real-time dashboards
  • Regular reports

Resellers

Supplier type
Not a reseller

Staff security

Staff security clearance
Conforms to BS7858:2012
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
  • European Economic Area (EEA)
  • EU-US Privacy Shield agreement locations
  • Other locations
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
At least once a year
Penetration testing approach
In-house
Protecting data at rest
Other
Other data at rest protection approach
The product does not store any application or customer specific data. The login credentials are stored in encrypted format using AES and DP API algorithm.
Data sanitisation process
No
Equipment disposal approach
A third-party destruction service

Data importing and exporting

Data export approach
AssistEdge does not store any customer confidential and transaction data. AssistEdge works on the principle of Over The Top (OTT) which means it can act as a light weight wrapper around the existing enterprise applications used in the organization
Data export formats
Other
Other data export formats
NA
Data import formats
Other
Other data import formats
NA

Data-in-transit protection

Data protection between buyer and supplier networks
Legacy SSL and TLS (under version 1.2)
Data protection within supplier network
Other
Other protection within supplier network
AssistEdge uses SSL (HTTPS) for all web requests. Data in transit is encrypted and communications happen over HTTPS. All traffic between the client and the solution platform is secured via HTTPS and supports integration with SSL/HTTPS protocol for ensuring encryption of data in motion

Availability and resilience

Guaranteed availability
We provide 99% availability of the AssistEdge RPA product on cloud.
Approach to resilience
AssistEdge RPA product on cloud is highly resilient and scalable. The platform provides disaster recovery, high availability and fallback capabilities through additional app-servers, reporting servers and databases servers depending on the scale of deployment.
Outage reporting
"AssistEdge RPA product enables alerts to be triggered for exceptions and deviations through the options below:
1. AssistEdge can create Tickets based on severity of issues, or integrate with a chat solution to provide chat alerts to business SPOCs.
2. Solution can be configured to send the automatic email notifications based on business needs to alert business users with exception details (summary report, attachments of the transaction file etc.).
3. Solution can move the exception fallouts to fallout queues which can be handled manually with provided guidance/description
4. The existing enterprise application monitoring and alert mechanism can also be leveraged for the AssistEdge solution."

Identity and authentication

User authentication needed
Yes
User authentication
Username or password
Access restrictions in management interfaces and support channels
The AssistEdge RPA product supports active directory authentication and username-password based authentication and also can customize authentication as desired by the business needs.
Access restriction testing frequency
At least once a year
Management access authentication
Username or password

Audit information for users

Access to user activity audit information
You control when users can access audit information
How long user audit data is stored for
User-defined
Access to supplier activity audit information
You control when users can access 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
Bureau Veritas Certification. ISO/IEC 27001:2013
ISO/IEC 27001 accreditation date
20/12/2017
What the ISO/IEC 27001 doesn’t cover
Our certification covers all aspects of information security management in development, customization, implementation and maintenance of software products as well as associated infrastructure including cloud, support services and enabling functions as per business requirements.
ISO 28000:2007 certification
No
CSA STAR certification
No
PCI certification
No
Other security certifications
Yes
Any other security certifications
  • CISSP
  • CEH
  • OSCP
  • CISE
  • CISA

Security governance

Named board-level person responsible for service security
No
Security governance certified
Yes
Security governance standards
Other
Other security governance standards
For Data Protection/Information Security, AssistEdge has been certified by CISSP, CEH, OSCP, CISE and wrt technical vulnerability assessments AssistEdge is certified by CISA.
Information security policies and processes
"The AssistEdge RPA product design process includes a detailed review of Application Security Architecture , Network and Deployment Security Architecture, Data Privacy Considerations (including applicable regulations, best practices and guidelines).
1. Secure coding standards (a blend of SEI-CERT Secure coding standards, OWASP and internal know-how) are used by the security team during the design and build process
2. An independent security assessment team reviews the security aspects and signs-off on all product releases to the market.
3. Ensured that products are free of OWASP top 10 & SANS Top25 vulnerabilities.
4. Leverages NVD (National Vulnerability Database) to cross verify security issues pertaining to open source components.
5. CWE (Common Weakness Enumeration) is referred during the security assessment of a product.
6. Gold standard industry certifications such as CISSP and CEH."

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 product adheres to ISO/IEC 19770. During implementation phase, Infosys follows standard quality control process and compliant to international quality standard and processes like CMMi Level 5, and ITIL.
Vulnerability management type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach
The AssistEdge RPA product is subjected to stringent security procedure for any security vulnerabilities. The security assessment includes static scan, dynamic scan and manual scan for every major release. Infosys is compliant with IEC 27001
Protective monitoring type
Supplier-defined controls
Protective monitoring approach
NA as the AssistEdge RPA does not store client data.
Incident management type
Undisclosed
Incident management approach
Infosys has a comprehensive Security Incident Response and Management procedure, which describes the steps to be taken for reporting, isolating, handling incidents and learning from security incidents. All incidents are captured by, and, reported to, respective departments and are handled according to the nature of the incident. Infosys’ security framework is aligned with the ISO27001:2013 information security management standard. Infosys is ISO27001:2013 certified. The external surveillance audits for the same are conducted on an annual basis by an independent third party audit agency (Bureau Veritas Certification-BVC).

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
£1100 per unit
Discount for educational organisations
No
Free trial available
Yes
Description of free trial
We will be happy to arrange a demo of the solution and also consider a use case for POC based on business requirements

Service documents

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