MRI Software EMEA Limited


MRI Planet is an excellent value and comprehensive CAFM solution. Over 300 organisations use Planet to provide a single resource for work order management, hard services, soft services, helpdesk, reactive/planned maintenance, staff utilisation, contractor management, purchasing, asset management and stock control. Planet streamlines processes and provides operational transparency and control.


  • Comprehensive Facilities Management (CAFM, FMS, CMMS)
  • Planned and Reactive Maintenance
  • Asset Management and Tracking
  • Workforce Management and Helpdesk
  • iOS & Android Mobile apps
  • Define health & safety, risk assessments, asbestos and SFG20 steps
  • GS1 Compliant with comprehensive barcode functionality
  • BIM Integration
  • Comprehensive Business Intelligence powered by Report Builder and Microsoft SSRS
  • Employee, Supervisor, Contractor Web Portals


  • User-friendly employee and contractor self-service portals reduces workload
  • Transparency with improved budget planning
  • Greater control with simple contractor management
  • Improved labour utilisation through greater visibility
  • Paperless environment reduces environmental impact
  • Customisable workflows allow compliance steps to be defined and embedded
  • Comprehenisve business intelligence with automated reporting of management information
  • Extend asset lifecycles through comprehensive asset management
  • Software updates are free to client can be installed in-house
  • Efficient stock management delivers cost control


£1350 per instance per year

  • Education pricing available

Service documents


G-Cloud 11

Service ID

8 8 3 4 7 9 2 4 5 4 2 8 0 2 2


MRI Software EMEA Limited

Steven Fox

020 3861 7100

Service scope

Service scope
Software add-on or extension No
Cloud deployment model
  • Private cloud
  • Community cloud
  • Hybrid cloud
Service constraints Unless otherwise agreed, scheduled Planet SaaS Infrastructure Maintenance (e.g. Routine Technical Platform Patching) is generally undertaken between the hours of 06:00 Saturday and 22:00 Sunday, two weekends per calendar quarter with notification issued to customers. Unless otherwise agreed, essential Planet SaaS Infrastructure Maintenance (e.g. Critical Security Patching, Device Restart) is generally undertaken between the hours of 20:00 and 00:00 Monday to Friday, or between the hours of 06:00 Saturday and 00:00 Sunday with notification issued to customer(s) at least 2 hours in advance. Note: Times shown are BST / GMT.
System requirements
  • Windows 7 or later
  • Mac OS X
  • Adobe Reader
  • Microsoft Edge, Internet Explorer 9+, Firefox 31+, Chrome 37+
  • Android 4.0+
  • IOS 6.1.0+

User support

User support
Email or online ticketing support Email or online ticketing
Support response times MRI’s Global Client Support group will make every reasonable effort to ensure that submitted cases are assigned the proper level of Severity. Submitted cases will be responded to in the order in which they are received, with consideration given for higher Severity levels. Response Time is the time it takes before a Global Client Support agent makes initial contact with the individual who submitted case. Bundled Service (Normal Priority 6 Hours, Serious Priority 3 hours, Critical Priority Live Call Only) Concierge Standard (Normal Priority 4 Hours, Serious Priority 2 hours, Critical Priority Live Call Only)
User can manage status and priority of support tickets Yes
Online ticketing support accessibility None or don’t know
Phone support Yes
Phone support availability 9 to 5 (UK time), Monday to Friday
Web chat support No
Onsite support Yes, at extra cost
Support levels We include support within our annual fee. Support includes a named Account Manager and a Client Support Helpdesk. The Client Support Helpdesk also serves as the contact for all cloud support requests for trained users.
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started Our training program is designed to help you achieve the maximum return on investment. Our in-house team of professional trainers have extensive knowledge of our solutions. During the implementation phase we will train your core project team to have a strong understanding of the system. Your project team will learn how data is structured in Planet, the available configuration options within the standard product and how the specific processes operate. This process involves reviewing your business processes as they are mapped to system functionality. It is your decision whether we deliver end user training or if you would prefer to adopt the ‘Train the Trainer’ approach. The implementation process will provide your core project team with a strong foundation to train co-workers. Our end user training services are delivered by our in-house team and tailored to suit your needs. We offer both classroom and webinar training. After commencement of live use of Planet, you will have access to our client portal for user guides, video clips, forums and helpdesk support.
Service documentation Yes
Documentation formats
  • ODF
  • PDF
  • Other
Other documentation formats Word document
End-of-contract data extraction Data can be exported from the system via reporting tools in CSV format to MS Excel which can then be used to import into other applications.
End-of-contract process Following termination of the contract (for whatever reason), buyer shall certify that it has returned or destroyed all copies of the applicable software and confidential information of MRI and acknowledges that its rights to use the same are relinquished. Buyer shall use its commercially reasonable efforts to remove all buyer data from any software or SaaS service prior to termination of the contract. Buyer may engage MRI to assist buyer in removing such buyer data at MRI’s then standard rates. If any buyer data remains in the software or SaaS service more than thirty (30) calendar days after the effective date of termination, MRI may, in its sole discretion and without notice, delete any and all buyer data.

Using the service

Using the service
Web browser interface Yes
Supported browsers Internet Explorer 11
Application to install No
Designed for use on mobile devices Yes
Differences between the mobile and desktop service Dedicated mobile application is specifically designed for field engineers. The app provides visibility, control and reassurance that field engineers have all the necessary information before completing every job. Using the mobile app, your field engineers will have all the information they need to complete the job and be taken through your defined workflow including formal acknowledgement steps for health and safety before starting a job. Our mobile app makes it easy for field engineers to receive, track, reallocate and complete work orders wherever they are. Additionally, the mobile app offers comprehensive Asset Tracking functionality.
Service interface No
What users can and can't do using the API Data templates completed by the user and standard data load APIs are used to validate and upload data into Planet as part of initial data take on. Planet supports SOAP Web Services and flat file exchange including CSV, Tab Separated and XML over SFTP (PGP / SSH) for interface exchange with 3rd party systems allowing insert / delete / update activity validated according to system processes. Specific interface requirements will be discussed and agreed with the user as part of the project implementation and associated configuration complete in partnership.
API documentation Yes
API documentation formats
  • HTML
  • ODF
  • PDF
  • Other
API sandbox or test environment Yes
Customisation available Yes
Description of customisation Users can select which columns and field colours are displayed on tables of data and the order of function buttons. These changes are made through the standard application user interface.

Customer defined Planet system administrator can customise the field labels used throughout the system. Users can be restricted to a subset of the data by the use of enforced filters.


Independence of resources Planet SaaS utilises VMware to provide clustered host resource pools (vCPU, RAM, Storage) and features including High Availability (HA) and Distributed Resource Scheduler (DRS) which ensure resources are available to support current and future growth of customer systems. Each customer has dedicated virtual images (Application and Database Server) with appropriate resource reservations (vCPU, RAM, Storage) according to user and business process needs.


Service usage metrics Yes
Metrics types Planet portal allows support metrics to be viewed by customer defined users. Customer defined Planet System Administrators have the ability to view user levels at that moment in time and historic data changes.
Reporting types
  • Real-time dashboards
  • Regular reports
  • Reports on request


Supplier type Not a reseller

Staff security

Staff security
Staff security clearance Other security clearance
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
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 SSAE-16 / ISAE 3402
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 Data can be easily exported in the user interface from any table in the system in Fixed Width, CSV or Excel format if the Office option is taken. Reports can be exported in a variety of formats including Excel, PDF and HTML.
Data export formats
  • CSV
  • Other
Other data export formats
  • Fixed Width
  • Excel
  • PDF
Data import formats
  • CSV
  • Other
Other data import formats Excel

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 IPsec or TLS VPN gateway

Availability and resilience

Availability and resilience
Guaranteed availability We use commercially reasonable efforts to ensure availability twenty -four (24) hours a day, seven (7) days a week, except for: (a) planned downtime (of which we provide adequate notice and will schedule to the extent practicable during the weekend hours), or (b) any unavailability caused by circumstances beyond our reasonable control, including without limitation, Force Majeure events or internet service provider failures or delays. We host our solution in a UK-based Tier 3 data centre that is designed to deliver high availability.
Approach to resilience Available on request
Outage reporting Salesforce support desk is used to manage customer / support interaction for specific customer system issues. E-mail advisories are in place and used to alert multiple customers / contacts of unplanned outages.

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication Username or password
Access restrictions in management interfaces and support channels Management interfaces and support channels are managed according to ISO 27001:2013 ISMS controls and processes. The least privilege required for a role principal is followed in all areas. At the implementation phase we define the principle customer contacts and allow only these authorised users to request management changes. We verify user identity as part of change request process.
Access restriction testing frequency At least every 6 months
Management access authentication
  • 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 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 User-defined

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 No

Security governance

Security governance
Named board-level person responsible for service security Yes
Security governance certified No
Security governance approach Data centre Infrastructure and associated services are managed according to ISO 27001:2013 controls and processes. Planet security and processes are used to manage the Application Platform.
Information security policies and processes Data centre Infrastructure and associated services are managed according to ISO 27001:2013 controls and processes. Planet security and processes are used to manage the Application Platform.

Operational security

Operational security
Configuration and change management standard Supplier-defined controls
Configuration and change management approach Planet SaaS Infrastructure is managed according to ISO 27001:2013 ISMS including technical platform patching (e.g. non-production testing, sign off), risk assessment and corrective action tracking. Planet is developed using a Vault repository, allowing code changes to be tracked at line level. Executables are built from Vault and subjected to separate Development and System Test cycles within dedicated non-customer environments. Releases to customer environments are authorised by the customer via a release notice and sign-off test plan. An external Application / Penetration Test is undertaken annually against the latest Planet Application build.
Vulnerability management type Supplier-defined controls
Vulnerability management approach Data centre vulnerabilities are managed according to ISO 27001:2013 ISMS controls and processes which allow risks to be tracked throughout the risk life (identification, assessment and treatment). Quarterly Scheduled Maintenance is undertaken to ensure that the technical platform is routinely patched to the latest available security guidelines / patches. Short notice (2 hours) Essential Maintenance may be undertaken based on a risk assessment to ensure that critical vulnerabilities are addressed outside of Quarterly Scheduled Maintenance as required. 3rd party security forums and alert services (e.g. ISC) are subscribed to along with automatic security device signature updates.
Protective monitoring type Supplier-defined controls
Protective monitoring approach Protective monitoring and associated responses are managed according to ISO 27001:2013 ISMS controls and processes utilising a mixture of automated features at security device level (e.g. automatic blocking based on severity / signatures) and manual interaction based on alerts (e.g. manual investigation of alert before intervention).
Incident management type Supplier-defined controls
Incident management approach Incidents are managed according to ISO 27001:2013 ISMS controls and processes which includes a defined "Security Incident Management Policy" including reporting mechanisms for both Information Technology and Physical Security incidents, incident logging, communication to internal and external parties, escalation, reporting, planning, implementation of preventative actions, securing / forensic evidence and continued improvement / incident review.

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


Price £1350 per instance per year
Discount for educational organisations Yes
Free trial available No

Service documents

Return to top ↑