The Viewdeck VCRM solution provides an enterprise scale configurable CRM solution supporting a wide range of business needs including Account management, Contacts, Calendar, Case management, email integration, campaign management, Inbound and outgoing calls scheduling and task allocation. Includes advanced Report Generator, Workflow and Billing, and Mobile Devices.
- Enterprise Scale Web-based CRM solution.
- Adopted and used within Public sector and Healthcare.
- Workflow-based solution enabling the Automation of repetitive tasks.
- Customer self-service portal for setup, configuration and administration.
- Fully Scalable supporting small teams to large deployments.
- Easy to configure and customise to meet business requirements.
- Resilient High Availability architecture to support SLA's/Critical Services.
- Easy to tailor to your business processes and needs.
- Role-based access down to individual data, case, file, folder level.
- Secure service with capability to support Two Factor Authentication.
- Cross Agency cooperation, Extend team out to the field.
- Includes secure public portal for agents/customers to share processes.
- Easy to integrate into wider systems and data for processing.
- Simple no client software required for deployment.
- Supports wide range of platforms, and channels, including Mobile.
- Secure server platform, production ready for Public, Tier1 Services.
- Suitable for Public, Private, Shared Cloud environments.
- Works with UKCloud, AWS, Azure and private clouds.
- Supports Digital Service delivery process (Discovery, Alpha, Beta, Live).
£425 per user per month
Viewdeck Consulting Limited
0203 384 3350
|Software add-on or extension||No|
|Cloud deployment model||Public cloud|
A Viewdeck Patch Server is a requirement to provide a patch service and Virus/Rootkit signatures upgrades.
A Viewdeck Log Server is a requirement to provide event monitoring for the service.
A Viewdeck Monitor Service is required to provide availability and host health check monitoring.
Backup Solution providing secure offline remote cloud based storage is required. The Viewdeck Backup Service provides a suitable service.
The Secure Mail Server with connectivity to the secure administration mailbox providing alerting and reporting from the hosts.
Secure Remote Administrator Access via a suitable secure network. This will vary depending on the hosting environment
|Email or online ticketing support||Email or online ticketing|
|Support response times||Mmediate Automatic response. Email Response 'SLAs' is supported for P3 P4 and P5's during normal working hours. All P1's and P2's should be logged via email, and immediately escalated via the help line. Weekend response to email tickets is available as an additional service.|
|User can manage status and priority of support tickets||No|
|Phone support availability||9 to 5 (UK time), 7 days a week|
|Web chat support||Web chat|
|Web chat support availability||9 to 5 (UK time), 7 days a week|
|Web chat support accessibility standard||WCAG 2.0 A|
|Web chat accessibility testing||
Web chat accessibility testing
Our knowledge has come from market research provided by the Slack community.
|Onsite support||Onsite support|
|Support levels||Viewdeck follows a traditional P1-P5 problem management prioritisation and response model, providing integration and escalation as you would expect to deliver to the agreed service levels. P1 Total loss of service. P2 Some loss of service. P3 Small loss of service or work around. P4 Tasks are made more difficult, but are not impossible to complete. P5 Interferes with non-operational use. All P1 and P2 events are allocated an Incident Manager to see and manage incidents through to successful resolution, providing SPOC, regular reporting, and coordination between various resolver groups. Standard support is Mon-Fri 9-5:30pm. P1’s and P2’s are supported 24 hours a Day, 7 Days a week as standard. Additional extended hours of support are available, either for 8am-8pm Monday-Saturday , or 24 hours x 7 days Week. All services can take advantage of the 24 hour per day web and telephone service, although only P1’s and P2’s will be responded out of supported hours. Additional pricing for these services is based on the product, with further details in our pricing guide. All Viewdeck Services include an Account Manager to manage service issues, and provide a SPOC for clients.|
|Support available to third parties||No|
Onboarding and offboarding
Viewdeck offer assistance to getting stated
Self taught CBT training is available as part of the service
Additional fixed price packages for other training is also available on request at extra cost
|End-of-contract data extraction||
On end of contract, Viewdeck can supply the users information extracted from the system in native format or configuration files, including XML/JSON format.
This can be transferred to the user electronically via secure electronic transfer by arrangement with the client organisation, or via a shared secure File Transfer area. If the client has specific needs for the physical transfer of the data we would support this by additional services for the media and media transport for Data Extraction.
|End-of-contract process||30 days before end of Contract, there will be client engagement to confirm the Requirements, agree a plan, any additional services needed, and the Quality Criteria for the delivery of those services to meet the Requirements.|
Using the service
|Web browser interface||Yes|
|Application to install||No|
|Designed for use on mobile devices||No|
|Accessibility standards||WCAG 2.0 A|
|Accessibility testing||Accessibility testing - Our knowledge has come from service tooling manufacturers commitments and market research.|
|What users can and can't do using the API||Client (normally Technology Administrators) can access the system through a web based API. This allows the Client to gain 'Controlled' access to the key functionality of the service to support Configuration and Data Management. All Services support REST based API interfaces.|
|API documentation formats||
|API sandbox or test environment||Yes|
|Description of customisation||
Our services are based upon COTS components that are configurable for Clients via common and native interfaces. The functionality accessed by the Client allows a certain level of Business configuration within the parameters of each individual Service. Typically this is via a Web interface.
We encourage Clients to Self Service for such Configurable parameters.
|Independence of resources||
All of our services are based on dedicated devices with managed contention performance to ensure no service degradation due to other user ativity.
In the event of performance degradation occurring our service management tooling would automatically trigger and incident alerting us to the problem so that immediate action can be taken to address it
|Service usage metrics||Yes|
Full Access to service Monitoring interfaces is provided by a web interface. This give the client access to the full spectrum of system and service accessibility and availability, with optional reporting against service SLAs.
The Service Management tooling records and reports on all aspects of the Service delivery , and provides reporting against service SLAs for clients. This are provided free of charge for clients as part of the baseline service.
|Reporting types||Real-time dashboards|
|Supplier type||Not a reseller|
|Staff security clearance||Conforms to BS7858:2012|
|Government security clearance||Up to Developed Vetting (DV)|
|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 every 6 months|
|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 CSA CCM v3.0|
|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 export approach||The user is able to extract their data through Web Interface access management tools allowing them to download the data to their desktop, where applicable to the Service.|
|Data export formats||
|Other data export formats||XML|
|Data import formats||
|Other data import formats||
|Data protection between buyer and supplier networks||
|Data protection within supplier network||IPsec or TLS VPN gateway|
Availability and resilience
|Guaranteed availability||The level of availability is 99.50%|
|Approach to resilience||Our service utilises a service provider that has multiple hosting sites with diverse routing of communications and power. We use a service configuration that makes use of these capabilities to provide a resilient service.|
The client would get an alert via an email should there be an outage
The client would also be able to view a service dashboard to see the status of their service
Identity and authentication
|User authentication needed||Yes|
|User authentication||2-factor authentication|
|Access restrictions in management interfaces and support channels||Access is limited via IP address of connecting devices and use of shared keyword|
|Access restriction testing frequency||At least every 6 months|
|Management access authentication||
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
|ISO/IEC 27001 certification||Yes|
|Who accredited the ISO/IEC 27001||QMS International|
|ISO/IEC 27001 accreditation date||18/05/2018|
|What the ISO/IEC 27001 doesn’t cover||All aspects covered|
|ISO 28000:2007 certification||No|
|CSA STAR certification||No|
|Other security certifications||Yes|
|Any other security certifications||Cyber Essentials|
|Named board-level person responsible for service security||Yes|
|Security governance certified||Yes|
|Security governance standards||CSA CCM version 3.0|
|Information security policies and processes||
Viewdeck has a ISMS with the basis procedures to manage security such as
Information security policy and objectives
Risk assessment and risk treatment methodology
Statement of Applicability
Risk treatment plan
Risk assessment report
Definition of security roles and responsibilities
Inventory of assets
Acceptable use of assets
Access control policy
Operating procedures for IT management
Supplier security policy
Viewdeck has a nominated security officer who ensure security policies are followed and undertakes scheduled audits. The security officer reports directly to the CEO
|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||
Viewdeck utilizes suppliers that follow certified configuration and change management procedures.
Viewdeck also uses automated configuration control and management via the Chef toolkit.
Viewdeck has its own documented procedures for configuration and change management based on ITIL. All changes are assessed and appropriate assurance steps determined for the change. All changes are tested in a dedicated environment before release to live.
|Vulnerability management type||Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402|
|Vulnerability management approach||
View deck undertake event logging via our SIEM. This allows security monitoring in real time of our services.
Our services also undergo regular penetration test to ensure that no vulnerabilities have emerged.
Our services are managed using automated Configuration tooling that keeps the infrastructure from being changed and lowering the risk of malicious exploration.
|Protective monitoring type||Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402|
|Protective monitoring approach||All services are managed at the boundary by NIDS. Our services also provide application level logging and HIDS protection. All alerts would be forward to the clients. Depending on severity, we would respond within the SLAs of our services|
|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||
Our incident management process is based on ITIL principles
Users can log and incident via email, phone, web interface and also chat.
Incident reporting is via web interface. Additional reports can be supplied by request at additional cost.
|Approach to secure software development best practice||Conforms to a recognised standard, but self-assessed|
Public sector networks
|Connection to public sector networks||Yes|
|Price||£425 per user per month|
|Discount for educational organisations||No|
|Free trial available||No|
|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|