Keytree Limited

Room and Desk Booking by Matrix Booking

Matrix Booking is a room and resource booking system. Matrix Booking powers some of the largest cross-government commuter hub systems in the UK. Rich functionality across web, mobile and Outlook enables flexible working for the public sector. Hubs allow government organisations to collaborate by sharing systems and estates.

Features

  • Advanced room booking, hot desk and car parking management
  • Catering, Equipment, AV and FM Services bookings
  • Easy to use digital signage, visitor management and welcome apps
  • Advance occupancy sensors and space analysis tools
  • Secure cross-Government resource management
  • Event Management functionality
  • MS Outlook add-in support for 2010,2013, 2016 and Office 365
  • Beautiful Web interface and native Android and iOS mobile apps
  • Powerful integration engine for AD, SSO and access control
  • Open API Architecture enabling integration to business systems

Benefits

  • Sharing technical and physical resources of member organisations
  • Enable true flexible working with hubs all around the UK
  • Utilise unused estate space to form mutually beneficial hubs
  • True SaaS pricing to flex with your organisations changing requirements
  • Intuitive interface design Increases adoption and reduced training costs
  • Pay as you consume with flexible user and licence models
  • Integrate with other systems to create true smart buildings
  • Real-time, integrated resource information across all platforms
  • Improve customer experience with advanced visitor management applications
  • Fully integrated application suite gives real-time resource availability

Pricing

£0.90 per user per month

Service documents

G-Cloud 9

876129312448655

Keytree Limited

Keytree Public Sector

44 2036912936

gov.digital@keytree.co.uk

Service scope

Service scope
Software add-on or extension No
Cloud deployment model Public cloud
Service constraints No
System requirements None required

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Response times depend on the priority level given to the question or issued raised. At our highest priority (P1) responses are within an hour during standard UK business hours

Our standard weekend support is not included.
User can manage status and priority of support tickets Yes
Online ticketing support accessibility WCAG 2.0 AA or EN 301 549
Phone support Yes
Phone support availability 24 hours, 7 days a week
Web chat support No
Onsite support Yes, at extra cost
Support levels Matrix Booking will work with customers to set up the support process during the implementation process. 1st Level support is provided by the customer help desk or service desk. Keytree provide 2nd and 3rd level support for the application.

Client service desks have access to the Keytree Global Service Management desk via the support portal. A 24-hour emergency phone line is also available for Priority 1 issues.

All standard support for Matrix Booking is free of charge as it is covered in the subscription costs.

Matrix Booking are happy to provide a service delivery manager for all Enterprise accounts
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started Matrix Booking are happy to provide both onsite and online training, depending on what the customer requires. We will provide the customers with detailed, up to date 'user guides' for the general user training. The system is intuitive and user-friendly and so usually our simple user guide should be enough to train the majority of users. Matrix Booking will also provide a full implementation process, which will focus on the administrators on the system to ensure their system is set up as required and that they have had sufficient amount of training that they feel comfortable on the system. This can be carried out onsite or online.
Service documentation Yes
Documentation formats PDF
End-of-contract data extraction Matrix Booking allows customers to export all their data to excel, including a list of al their historical and future resource bookings and users. The extract is simple to do and can be carried out by the customer administrators in the web application of Matrix Booking.
End-of-contract process Matrix Booking charges annually and up front, meaning that when a customer's subscription year comes to an end, the customer would simply choose not to renew their contract. We would allow the customer time to extract their data and from their system before turning their access off.

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 10+
  • 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 All administration features are available via the desktop service but not from the mobile device.
Accessibility standards WCAG 2.0 AA or EN 301 549
Accessibility testing Matrix Booking has been through considerable interfaces testing, carried out by AbilityNet using assistive technologies including Jaws and NVDA.
API Yes
What users can and can't do using the API Matrix Booking's API is used for bespoke applications and developments, rather than for general usage.

The API is open but is not published at this time. Keytree will work with organisations to grant access to and train on the interaction with the Matrix API.
API documentation Yes
API documentation formats PDF
API sandbox or test environment Yes
Customisation available Yes
Description of customisation Matrix Booking allows customers to add brand images to the system, internal email notifications and external email invites. Customers can add their own relevant information into the system so that they are displaying their own room information, images and reflecting their internal business rules though Matrix Booking.

The customer's administrators will be able to customise their service.

Scaling

Scaling
Independence of resources Access to Matrix Booking wouldn't be affected by the number of users accessing the system.

As a software-as-a-system, based on SAP Cloud platform, we are able to scale to demand. Furthermore the Matrix Booking platform performance is constantly monitored with alerts processes if any aspect of performance breaches the pre-set thresholds.

Analytics

Analytics
Service usage metrics Yes
Metrics types Matrix Booking will provide customers with a variation of metrics, including resource utilisation, user activity and occupancy reports.
Reporting types
  • Real-time dashboards
  • Regular reports

Resellers

Resellers
Supplier type Not a reseller

Staff security

Staff security
Staff security clearance Conforms to BS7858:2012
Government security clearance Up to Security Clearance (SC)

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 At least once a year
Penetration testing approach ‘IT Health Check’ performed by a CHECK service provider
Protecting data at rest Encryption of all physical media
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 Users are able to export their data via the Matrix Booking web application. The system will allow users to export any data on historical or future bookings and any data on their users.
Data export formats
  • CSV
  • Other
Other data export formats Microsoft Excel
Data import formats CSV

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)
  • Other
Other protection within supplier network Our data is encrypted in transit and at rest.

Availability and resilience

Availability and resilience
Guaranteed availability Matrix Booking will provide 99.5% availability in any subscription month. A subscription month will be considered to be a calendar month during which the client has had a full site subscription for the entirety of the month.
Approach to resilience Matrix Booking operates on the SAP Cloud Platform, hosted in SAP’s security certified data centres. The data is stored in Germany with a backup stored in The Netherlands. The information security processes have been examined and Keytree hold a ISO27001 certification.
Outage reporting Matrix Booking will send out advance email notifications of any service outages to all customer administrators. We will continue to send reminders before the outage and then send out further email notifications confirming the service has been restored.

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication Username or password
Access restrictions in management interfaces and support channels Matrix Booking has specific roles for the administrators, meaning that only admin users will be able to access the management interfaces of the service. The administrators are controlled within the Matrix Booking web interfaces. The support channel is a separate tool entirely from Matrix Booking and therefore we are able to give access to the requested users.
Access restriction testing frequency At least once a year
Management access authentication Username or password

Audit information for users

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 At least 12 months
Access to supplier activity audit information Users contact the support team to get audit information
How long supplier audit data is stored for At least 12 months
How long system logs are stored for At least 12 months

Standards and certifications

Standards and certifications
ISO/IEC 27001 certification Yes
Who accredited the ISO/IEC 27001 QMS International
ISO/IEC 27001 accreditation date 20/06/2013
What the ISO/IEC 27001 doesn’t cover Nothing.
ISO 28000:2007 certification No
CSA STAR certification No
PCI certification No
Other security accreditations No

Security governance

Security governance
Named board-level person responsible for service security Yes
Security governance accreditation Yes
Security governance standards ISO/IEC 27001
Information security policies and processes Matrix Booking follows ISO 270001, which outlines our processes and is used to continuously improve our internal policies and processes. We have a strong IT Governance process driven from the CTO through technical architects into all projects and products.

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 Matrix Booking makes regular updates and changes to the service, all of which go through in depth testing to ensure that there is no regression on the service. The components of the service are tracked through release notes and guides for users.
Vulnerability management type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach Matrix Booking carries out regular penetration tests that can vary depending on features and functions available, but generally cover all elements ranging from scanning for open ports, cross scripting vulnerabilities through to post flood attacks, cookie data and server configuration.

Any threats are prioritised in order on critical, high, medium and low. The top 3 levels will be resolved as a high priority with the low priorities being scheduled in for routine maintenance.
Protective monitoring type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach Matrix Booking will use penetration testing to monitor a potential compromises to the service. Any vulnerabilities that are found are prioritised in order on critical, high, medium and low. The top 3 levels will be resolved as a high priority with the low priorities being scheduled in for routine maintenance.
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 Matrix Booking allow users to provide P2, P3, & P4 incidents via our support desk. For P1 incidents, Matrix Booking has a 24/7 phone number available to call for full system outages. If a P1 incident occurs then when the issue is fixed and the service is restored, Matrix Booking will update all customer administrators of the times the service was lost and restored and the reason behind it. For any planned outages, the relevant communications will be carried out.

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 £0.90 per user per month
Discount for educational organisations No
Free trial available Yes
Description of free trial 1 month free trial of the web and mobile applications.
Link to free trial Www.matrixbooking.com

Documents

Documents
Pricing document View uploaded document
Skills Framework for the Information Age rate card View uploaded document
Service definition document View uploaded document
Terms and conditions document View uploaded document
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