Booking Live Software Limited

BookingLive: Online Appointment Booking for Sports Pitches and Facilities

The BookingLive Appointment Scheduling and Booking Software enables leisure centres, sports pitch and facility operators to manage availability and appointments (online, in venue and by phone) with intuitive systems to manage customers, staff and resources.

The platform includes queue management, payment facilities and membership management.

Features

  • Appointment Booking and Scheduling with Queue Management
  • Manage Your Staff and Resource Availability
  • Take Online Payments, Deposits & Invoicing
  • Send Email and SMS Notifications / Reminders
  • Sync Your Staff Calendars
  • Customise Booking Forms and Workflows for Process Management
  • Manage Your Dashboard, Reports & Customer Check-in
  • Single, Multiple Department and Enterprise wide Digital Deployment
  • Online Customer Accounts and Optional EPOS
  • Excellent Support and Security with API and Application Integrations

Benefits

  • Increase Sales Online 24/7 with a Fully Mobile Responsive Application
  • Intelligent workflow to guide and direct users to valid appointments
  • Avoid double bookings and Free up your admin time
  • Maximise attendance with queuing and SMS reminders
  • Booking Software built to your specification
  • Transaction costs reduced through automation of services
  • Fully white labelled branding using our API
  • Enterprise cloud hosting with 24/7 support
  • Excellent project management and training
  • Analyse and improve your operations and decisions with analytic reporting

Pricing

£6000 per instance per year

Service documents

G-Cloud 11

881544832410501

Booking Live Software Limited

Vinnie Morgan

01179338632

sales@bookinglive.com

Service scope

Service scope
Software add-on or extension No
Cloud deployment model Private cloud
Service constraints Users must have internet connectivity.
Users must have access to a common browser platform.
System requirements Online Internet Connection with Internet Browser

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Priority 1: 1 hour (24 x 7 x 365).
Priority 2: 4 hours (Monday to Friday 9am to 6pm).
Priority 3: 1 Business Day (Monday to Friday 9am to 6pm).
Priority 4: 5 Business Days (Monday to Friday 9am to 6pm).

For further information, please refer to our Service Level Agreement included with our Terms and Conditions.
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 Web chat
Web chat support availability 9 to 5 (UK time), Monday to Friday
Web chat support accessibility standard WCAG 2.1 AAA
Web chat accessibility testing None
Onsite support Yes, at extra cost
Support levels BookingLive provides a support service, which is underpinned by a Service Level Agreement that guarantees response and resolution timescales for all support requests.

In addition to server and application level monitoring the Support Team will answer queries, resolve issues and manage any escalations via a Help Desk.

Customers are provided with direct access to suitably qualified and experienced technical support personnel through the Help Desk. An Account Manager is also assigned to act a point of escalation beyond the service desk and to provide periodic service reviews.
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started Booking Live use a proven approach to produce a quality deliverable whilst minimising the effort required and the impact on key staff to provide input and support. The Booking Live team works together to manage operational delivery as follows:

Scope & Discovery
• Workshop sessions to review business case and gather key requirements
• Produce a Statement of Works including wireframes and technical specification
• Show and tell of proposed solution
• Sign off and agreement from key stakeholders

Project Delivery
• Produce a Project Plan detailing key milestones, resources and deliverables
• Produce a User Acceptance Test Plan
• Produce a Training Plan
• Allocate resource and setup system tools
• Development delivered in accordance to agreed release cycles

Testing & Assurance
• Internal automated and functional testing
• User Acceptance Testing by Client against the specification of works
• All other agreed testing procedures
• Quality Assurance review by key stakeholders

Go Live
• Client training
• Complete internal go live procedure
• Documentation produced
• Deployment from staging to live environment
• Initiate support agreement and Service Level Agreements
• A smooth and rapid return to business as usual
• IT Audit and Quality Assurance review
Service documentation Yes
Documentation formats
  • HTML
  • PDF
End-of-contract data extraction Booking Live Software has available reports that allow data to be exported in CSV, Excel and PDF.

Once the platform is decommissioned after the contract end date, BookingLive will export data in a common format, such as csv or xlsx.
End-of-contract process Customer support is provided which includes assistance with exporting data. At the end of the contract, the system and data is archived and disabled from public access. All client data is securely erased 1 month after contract expiry or at an earlier date, if preferred by the customer.

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 7
  • 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 The BookingLive platform is mobile responsive and as such has full functionality on mobile devices. It is recommended for optimum speed and performance, the admin system is accessed via Google Chrome.
API Yes
What users can and can't do using the API BookingLive includes an API that provides the following functionality:
- Start Order
- Get Order Details
- Add To Order
- Abort Order
- Cancel Order
- Complete Order
- Get all orders by user Email
- Send Email to customer
- Update order params
- Get Events By Product IDs
- Secure iCal Feed
- Update Events
- Update Member

Full documentation is available upon request
API documentation Yes
API documentation formats
  • HTML
  • PDF
  • Other
API sandbox or test environment Yes
Customisation available Yes
Description of customisation All customer facing interfaces including the customer account, booking journey and emails can be whitelabelled and customised with logos, brand colours, text wording and CSS changes.

Administration interface configuration options include:
• Domain URL
• Email address
• Available product types
• Data anonymisation period
• Data retention period
• Password expiry
• Administration email addresses
• Workflow registrar appointment questions
• Customer data forms
• User access and permissions

Scaling

Scaling
Independence of resources A number of server and application protocols including:
- system restrictions
- multi-location scalable cloud servers
- load balancing so that demand is spread across multiple instances
- virtual queuing management for increased load / requests
- optional isolated hosting environments

Analytics

Analytics
Service usage metrics Yes
Metrics types Attendee / delegate / participant reports
Financial and transaction reports
Booking / order reports
Event / scheduling reports
Volume / data usage reports
Bookings made and bookings served
Appointment No Shows and Cancellations
SMS messages sent
Customer check-in method
Reporting types
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

Resellers
Supplier type Not a reseller

Staff security

Staff security
Staff security clearance Conforms to BS7858:2012
Government security clearance Up to Developed Vetting (DV)

Asset protection

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 once a year
Penetration testing approach Another external penetration testing organisation
Protecting data at rest
  • 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 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 Booking Live Software has available reports that allow data to be exported in CSV, Excel and PDF.
Data export formats
  • CSV
  • Other
Other data export formats
  • PDF
  • Excel (XLS)
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
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 Service Level Agreements will be agreed for each project that will ensure requirements for project delivery, training, service up-time and support response and resolution times are met. Service level credits are negotiable and can be included within the contract.
Approach to resilience A variety of physical, operational, server and application level security implementations are maintained with further information available upon request.
Outage reporting Server and service monitoring tools are available to display server and service uptime. Alerts can be triggered for any outage. These are configured per project with clients optionally selecting who within the organisation receive their alerts

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Limited access network (for example PSN)
  • Dedicated link (for example VPN)
  • Username or password
Access restrictions in management interfaces and support channels BookingLive implements a role based access control policy, enabling permission selection for administrative and basic functions.

Admin users are added by BookingLive and they are assigned to pre-defined roles. An email is sent to each user with a system generated password after a new account has been created. The role allocated to the user determines which system functions are available to them.

Customers are given a different URL, which they use to log on with a password they set.
Access restriction testing frequency At least once a year
Management access authentication
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Limited access network (for example PSN)
  • 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 At least 12 months
Access to supplier activity audit information Users have access to real-time 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 Qualitas Veritas
ISO/IEC 27001 accreditation date 05/04/2018
What the ISO/IEC 27001 doesn’t cover NA
ISO 28000:2007 certification No
CSA STAR certification No
PCI certification Yes
Who accredited the PCI DSS certification Security Metrics
PCI DSS accreditation date 04/01/2018
What the PCI DSS doesn’t cover NA
Other security certifications Yes
Any other security certifications Cyber Essentials Plus

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 BookingLive have the following relevant policies:
Acceptable Use Policy
Antivirus Policy
Business Continuity Policy
Backup Policy
Code of Conduct
Data Protection Policy
Mobile & Remote Working policy
Network Security Policy
Password Policy
Secure Sanitation and Disposal Policy

These policies and processes form part of our accreditation to ISO27001. We are able to supply policy documentation upon request.

Operational security

Operational security
Configuration and change management standard Supplier-defined controls
Configuration and change management approach In achieving accreditation for ISO27001 BookingLive has processes for designing and writing software including security considerations and impacts. This includes stages of peer review for security and pen testing. Our internal Change Management Policy ensures change is controlled and audited, with changes being thoroughly tested before being put into production environments.
Vulnerability management type Supplier-defined controls
Vulnerability management approach BookingLive adopt a system and risk mitigating approach security and vulnerability management, based on ISO 27001 guidelines.

Recognised security experts and government bodies notify BookingLive of known vulnerabilities and risks. Impact assessments help identify impact levels and risk tolerance, which influences the controls used to manage risks.

External penetration testing is conducted at least annually.
Protective monitoring type Supplier-defined controls
Protective monitoring approach Booking Live utilise industry standard protective monitoring to cover network, cloud, application and database to manage resource utilisation, performance analysis, capacity planning with real-time alerts for critical events. Regular reviews of logs and alerts allow Booking Live to proactively manage services and identify any potential threats.

At application level, all users must be authenticated in order to access the administration system. This cannot be bypassed and any malicious attempts to access BookingLive are saved in the audit logs.

All issues follow an incident reporting process and affected individuals and any relevant regulator (ICO) are notified.
Incident management type Supplier-defined controls
Incident management approach An incident is any interruption to the service provided. Booking Live notifies clients if the incident is of high severity. Booking Live operate 3 levels of monitoring to ensure disruptions are known in advance of any emerging problems prior to them becoming a real time threat to customers. The goal of incident management is to restore normal service as soon as possible. The following incident management process outlines the steps to restore operation to normal:
• Incident identification
• Incident logging
• Incident prioritisation & categorisation
• Investigation to identify issue or cause
• Fix and close identified issue

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 Yes
Connected networks
  • Public Services Network (PSN)
  • NHS Network (N3)

Pricing

Pricing
Price £6000 per instance per year
Discount for educational organisations No
Free trial available No

Service documents

pdf document: Pricing document pdf document: Skills Framework for the Information Age rate card pdf document: Service definition document pdf document: Terms and conditions
Service documents
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