Cloud Dialogs

Service Connect

Service Connect is a complete property maintenance management solution incorporating Asset Management, Appointment Booking and Dynamic Scheduling, Reactive Maintenance / Repairs Management, Job Costing, Mobile Working, Void and Planned Work Management, Complex Programme Management, Sub-Contract Management, Customer Engagement (self-service and service rating), Management Dashboards and Performance Monitoring

Features

  • Appointment Booking and Dynamic Scheduling
  • Mobile Working
  • Reactive Repairs and Void property Management
  • Capital, Planned and Programmed Work Management
  • Contact and sub-contract management
  • Cyclical servicing management including compliance processes
  • Job costing, timesheets, full material management and invoicing
  • Customer engagement and service rating
  • Performance monitoring and management KPI dashboards
  • Asset Management

Benefits

  • Increase mobile worker productivity
  • Reduce back-office job admin
  • More efficient appointment booking
  • Increase management visibility
  • Eliminate paperwork
  • Improve customer engagement
  • Improve control of material supply chain
  • Deliver self-service capability
  • Improve right first time performance
  • Get more accurate profitability information and analysis

Pricing

£10 to £40 per user per month

Service documents

Framework

G-Cloud 11

Service ID

8 6 9 9 7 7 9 1 6 4 9 6 1 5 1

Contact

Cloud Dialogs

Nick Jeffreys

01284 330164

sales@clouddialogs.com

Service scope

Service scope
Software add-on or extension No
Cloud deployment model Private cloud
Service constraints Companion mobile app only runs on Android devices. Service will be periodically unavailable for short periods of time for routine maintenance and software updates out of standard English working hours
System requirements Local (optional) integration component runs as a Windows Service

User support

User support
Email or online ticketing support Email or online ticketing
Support response times We offer support between 08.00 and 17.00 Monday to Friday excluding English public holidays. Full details are provided within the Service Definition but our support SLA is as follows;
Urgent response within 30 minutes
High priority response within 1 hour
Medium priority response within 1 working day
Low priority response within 1 working day
User can manage status and priority of support tickets Yes
Online ticketing support accessibility None or don’t know
Phone support No
Web chat support No
Onsite support Yes, at extra cost
Support levels Help desk support is included as part of the standard subscription. This provides issue resolution as well as technical support and configuration assistance but not remote implementation / data loading.

On-site implementation support and project management is charged at £1000 per day plus travel expenses, a fixed travel allowance can be agreed.

Off-site implementation support is charged at £500 per FTE day.

Development work is charged at £1000 per day.

All customer have access to an account manager who can provide advice on using the system and technical advice for customers wanting to develop integration to Service Connect is available at no charge.
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started We provide a detailed implementation plan that sets out all steps necessary to implement the system, each step is backed up by on-line documentation including tutorial videos and sample files. Typically customers will contract for a level of direct support, both on-site and off-site, which is tailored to each customer following discussion and based on that customer's approach to system ownership.

Service Connect can be put into basic live use in less than one month and then gradually extended, or a more formal project approach can be pursued to bring a much larger set of functionality into use.

Comprehensive tutorial videos are available as part of the support portal and customers can if wanted fully configure the solution into live use without additional support, however this is not generally undertaken because of the scale of the solution and normally a desire to move quickly.
Service documentation Yes
Documentation formats HTML
End-of-contract data extraction We send the customer a backup file of their SQL Server database, typically by SFTP but this could be arranged by physical media if required
End-of-contract process We do not charge customers to wind down their use of the system other than normal payment of the monthly service fee subject to the notice period. There is no charge for sending the database copy or helping customers extract required data.

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
Application to install No
Designed for use on mobile devices Yes
Differences between the mobile and desktop service The mobile working App is a separate off-line capable job management component which provides a different user experience to the browser based 'back-office' functions. The core web application is designed to work well on phones and tablets but requires connectivity. The mobile app also support custom form design to allow any mobile processes, surveys, inspections etc to be migrated to off-line mobile working
Service interface Yes
Description of service interface Service Connect is a fully featured job management system, so the web user interface provides the full breadth of transactional screens from diaries to job costs to customer setup as well as providing the full configuration and maintenance interface for the solution
Accessibility standards None or don’t know
Description of accessibility Service Connect is a highly complex business solution. Input and information is all text based and no non-standard browser technologies have been used, so standard re-sizing options work across the system. Service Connect has not been specifically evolved to ensure it meets the full range of accessibility standards, so whilst the majority of processes can be executed with keyboard alone, there are common instances where mouse input is required to enable a transaction to be completed or to navigate effectively within the system.
Accessibility testing We have not undertaken any interface testing for any accessibility issues or tools
API Yes
What users can and can't do using the API Web Service APIs, XML and CSV imports / exports exist for all core transactions. The most commonly used examples when linking to an external system are;
- Check availability for appointment booking
- Book / Cancel Appointment
- Create new job
- Load / update customer and property data
- Load material data, parts lists and pricing
- Create and manage system users
- Output materials ordered
- Output job completion record
- Output sales invoice record
- Output purchase invoice record
- Load asset data / attributes

We provide technical assistance to customer wanting to use the APIs, an Integration component is available which can be installed on the customer's local network to facilitate XML/CSV interfaces and which reads / creates files and documents and makes the required Web Service calls to the Service Connect platform. All APIs are included as standard with the service
API documentation Yes
API documentation formats HTML
API sandbox or test environment Yes
Customisation available Yes
Description of customisation Service Connect is a highly configurable solution, customers can configure most aspects of the system directly through the web user interface without requiring specialist technical knowledge. The scope of the system is too big to describe each element that can be configured but a detailed security model exists allowing different groups of users to have access to different parts of the system, then within each screen to have access only to specific options and features. Virtually all value lists are user definable (contracts, part codes, visit outcomes, priorities etc) and the mobile working component has a powerful form design option allowing customers to extend the solution by creating unlimited mobile data forms and surveys.

Scaling

Scaling
Independence of resources Multiple load balanced front end web servers minimise the impact of other users, we employ a range of independent performance monitoring tools to ensure the system is scaled sufficiently for all customers using the system. We distribute customer accounts across multiple environments (clusters of servers) to ensure load is spread and if performance metrics indicate any slow down we either scale those resources up or provision another environment.

Analytics

Analytics
Service usage metrics Yes
Metrics types User access is logged and mobile usage is logged in detail at a transaction level
Reporting types Real-time dashboards

Resellers

Resellers
Supplier type Not a reseller

Staff security

Staff security
Staff security clearance Other security clearance
Government security clearance None

Asset protection

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 once a year
Penetration testing approach ‘IT Health Check’ performed by a Tigerscheme qualified provider or a CREST-approved service provider
Protecting data at rest
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Encryption of all physical media
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 importing and exporting
Data export approach All data grids (screens that display data in a table / grid format) have an export option, so users can create a filtered view of the data they want and then export for analysis in a spreadsheet. Data is exported in CSV format.

Job updates are automatically output as XML data
Data export formats
  • CSV
  • Other
Other data export formats XML
Data import formats
  • CSV
  • Other
Other data import formats XML

Data-in-transit protection

Data-in-transit protection
Data protection between buyer and supplier networks TLS (version 1.2 or above)
Data protection within supplier network TLS (version 1.2 or above)

Availability and resilience

Availability and resilience
Guaranteed availability Our availability target is 99.5% which for the past 10 years we have always achieved, however we do not offer service credits if this level is not met
Approach to resilience This information is available on request
Outage reporting We would currently report system outages to customers by email alerts

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication
  • 2-factor authentication
  • Username or password
Access restrictions in management interfaces and support channels All management interfaces are access through a user name and logon screen which then employs two-factor authentication. Support channels are not subject to two-factor authentication
Access restriction testing frequency At least every 6 months
Management access authentication
  • 2-factor authentication
  • 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 Between 1 month and 6 months

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 Yes
Any other security certifications Cyber Essentials

Security governance

Security governance
Named board-level person responsible for service security Yes
Security governance certified No
Security governance approach We approach security governance in two ways. Our servers are hosted within Amazon's UK datacentres which are accredited to ISO/IEC 27001 and this assures our customers that their data is housed in the most secure environment possible.

We then ensure that all our interactions with customer data are strictly controlled, that staff understand the critical nature of sensitive customer data and that customer data is never permanently held outside of this managed environment. Formal staff training is provided on a regular basis and all security processes are reviewed at group level with the groups dedicated security and data protection manager
Information security policies and processes Cloud Dialogs is part of the Totalmobile Group which has a dedicated security and data protection team. Within Cloud Dialogs security is overseen directly by the directors. Customers are responsible for loading their data so that the data is only ever held within the managed data centre, as such physical access to the information is impossible and the databases can only be accessed by authorised staff. We do not keep copies of customer data locally on any computers outside of the managed data centre and staff are regularly briefed on the importance of keeping customer data secure. Where data is copied locally to facilitate part of an implementation activity, it is held in an encrypted state and deleted as soon as the work is completed. Where customer data is copied for testing it is automatically anonymised.

Operational security

Operational security
Configuration and change management standard Supplier-defined controls
Configuration and change management approach All hardware components are Amazon whose data centres are certified to ISO 27001, 9001 and 14001. Access to the platform is tightly controlled and authenticated, development changes that could impact external access are challenged to ensure they do not introduce a vulnerability.
Vulnerability management type Supplier-defined controls
Vulnerability management approach Our fully managed service from Amazon ensures all servers and software are fully patched all the time, at least once a month we use a third party service to undertake detailed vulnerability scans across our platform, the reports we get back are then acted upon immediately and any significant weakness addressed as a priority. We have a dedicated staff member responsible for our Cloud infrastructure and platform security.
Protective monitoring type Supplier-defined controls
Protective monitoring approach Amazon operate perimeter intrusion detection as part of their core infrastructure and alert us if any attempts are detected. We log all access attempts, successful and unsuccessful to each account and the system generates an email alert and locks the user account after three failed attempts. If a potential compromise is identified a technical resource is assigned to investigate immediately and report to the directors, whereupon a decision is made as to the appropriate response. If it is believed there is an on-going risk then a software patch is deployed same day.
Incident management type Supplier-defined controls
Incident management approach Our incident response processes were reviewed as part of our GDPR compliance work. Incidents are raised directly to one of the two directors and a decision made as to whether the incident management protocol is required. If formally initiated each decision is fully logged and time stamped. Whether formal or not as soon as a technical or security incident is suspected all relevant staff stop work to talk through the situation, potential impact and best resolution. Customers are notified if an impact on the service is likely and the required resources are assigned to work on the resolution straight-away.

Secure development

Secure development
Approach to secure software development best practice Supplier-defined process

Public sector networks

Public sector networks
Connection to public sector networks No

Pricing

Pricing
Price £10 to £40 per user per month
Discount for educational organisations No
Free trial available No

Service documents

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