Bentley Systems (UK) Limited

iTwin Services

iTwin Services enable organisations to create, visualise and analyse digital twins of infrastructure projects and assets. They enable digital information managers to align engineering data, reality data, and other associated data from diverse design tools and other sources and transform it into a living digital twin.

Features

  • Combine engineering data in incompatible formats from multiple sources
  • Immersive Visualisation: view infrastructure projects and assets in 3D/4D/mixed reality
  • Timeline of Change: compare versions, visualise who changed what, when
  • Understand impact of change on design, cost and schedule
  • Validate BIM models against project rules to meet LOD requirements

Benefits

  • Query, interrogate, visualise engineering data regardless of format or source
  • Maintain a timeline to capture when engineering data has changed
  • Check status of real-world conditions from IoT devices and sensors
  • Create multidiscipline BIM models for collaborative working
  • Empower project teams to understand implications of decisions
  • Compare versions of BIM models by date, status or phase
  • Use artificial intelligence and machine learning to enhance decision making
  • Facilitate actionable insights across the asset lifecycle
  • Better performing projects: improve project quality, reduce rework, meet deadlines
  • Better performing assets: make better informed decisions, anticipate issues

Pricing

£15000 per unit per month

Service documents

Framework

G-Cloud 11

Service ID

9 3 7 2 7 3 4 1 0 3 4 4 7 0 3

Contact

Bentley Systems (UK) Limited

Simon Horsley

+447899852176

simon.horsley@bentley.com

Service scope

Software add-on or extension
Yes
What software services is the service an extension to
Bentley's Connected Data Environment (CDE)
ProjectWise
ProjectWise Connection Services
AssetWise
MicroStation
OpenBuildings Designer
OpenRoads Designer
OpenRail Designer
Bentley Success Plans - Lot 3
Cloud deployment model
Public cloud
Service constraints
Patching and maintenance windows are scheduled every month to ensure the security and reliability of the service. A notice will be provided and some service disruption may occur during these out-of-hours windows.
System requirements
All requirements covered with the offered service

User support

Email or online ticketing support
Email or online ticketing
Support response times
Response times are covered by SLA and are based on priority. P1 - Availability Support 24x7 - Response 1 Hour - Resolution 4 Hours - Update Interval - 1 Hour
P2 - Availability Support 24x5 - Response 2 Hours - Resolution 1 Day – Update Interval 4 Hours
P3 - Availability Support 24x5 - Response 4 Hours - Resolution 10 Business Days - Update Interval 1 Day
P4 - Availability Support 24x5 - Response 8 Hours - Resolution Mutually Agreed - Update Interval Mutually Agreed
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
24 hours, 7 days a week
Web chat support
No
Onsite support
Yes, at extra cost
Support levels
Remote support is included and covered by the Bentley Hosting SLA with different priority classifications.  
(P1) Urgent - An incident that has/is likely to have a major impact on users’ ability to maintain business operation. The incident results in any outage/loss of any key functionality of a critical application or service. The incident affects multiple locations or all users in one (1) location.
(P2) – Critical - Incident which impairs the users’ ability to maintain business operation causing severe degradation of service or resulting in some important functionality being unavailable. There is no long term acceptable workaround for the business, however, the operation can continue in a restricted fashion. The incident results in loss of the "normal" functionality of an application or service for multiple users, but not all, in one (1) or more locations.
(P3) - Medium - Incident which causes a loss of some important functionality. There is an acceptable workaround for the business and operation can continue in a restricted fashion. The incident results in loss of functionality of a "normal" application or service.
(P4) - Low - Incident which has little or no significant impact on the business. Low impact and low urgency.
Support available to third parties
Yes

Onboarding and offboarding

Getting started
After the cloud service is enabled Bentley will engage with the users (stakeholders, representatives from various departments) to define configuration details. Once the system is finally configured, Bentley will perform on-site or remote training sessions for each group/role. There are options to share videos, training material, prepare custom training material. The User can attend our Academies Digital Centres and Open Training.
Service documentation
Yes
Documentation formats
  • HTML
  • ODF
  • PDF
End-of-contract data extraction
Upon termination of the iTwin Services Subscription, Bentley will deactivate any remaining user accounts and provide an export of the Subscriber’s data as stated above. Unless otherwise requested, Bentley will delete all copies of the Subscriber’s data from its servers within two (2) weeks of being notified that the Subscriber has successfully read the files, or within four (4) weeks of the data being provided if no confirmation or associated Service Request is received.  
If required, Bentley can provide Professional Services to assist in the migration of the data to a new service provider for an additional fee which will be determined based on the scope of requirements.
End-of-contract process
Upon termination of the iTwin Services Subscription, Bentley will deactivate any remaining user accounts and provide an export of the Subscriber’s data as stated above. Unless otherwise requested, Bentley will delete all copies of the Subscriber’s data from its servers within two (2) weeks of being notified that the Subscriber has successfully read the files, or within four (4) weeks of the data being provided if no confirmation or associated Service Request is received.  
If required, Bentley can provide Professional Services to assist in the migration of the data to a new service provider for an additional fee which will be determined based on the scope of requirements.

Using the service

Web browser interface
Yes
Supported browsers
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
Application to install
Yes
Compatible operating systems
  • Android
  • IOS
  • Windows
Designed for use on mobile devices
Yes
Differences between the mobile and desktop service
The main UI is a web front-end that can be used on desktop computers, but also on mobile devices.
Service interface
Yes
Description of service interface
Web Project Portal that enables restful access to our individual services and apps.
Accessibility standards
None or don’t know
Description of accessibility
Our services are designed to meet the visual standards of WCAG 2.0
Accessibility testing
No specific interface testing with users of assistive technology has been done.
API
Yes
What users can and can't do using the API
Our services are built on a set of open source libraries through GitHub. Bentley develops its apps and features using this API.
API documentation
Yes
API documentation formats
Other
API sandbox or test environment
Yes
Customisation available
Yes
Description of customisation
The user can only partially customise. iModel.js can be used to customise through building out further applications via GitHub.

Scaling

Independence of resources
Systems are logically separated in a virtual cloud environment. All systems are monitored in real-time for performance and availability.

Analytics

Service usage metrics
Yes
Metrics types
Usage via Bentley licensing server can be self-reported. In addition, hosted systems will provide a quarterly feature usage report.  Feature usage reports include up to 60 features based on usage of those features. A real-time dashboard for usage is provided while feature usage reports are emailed quarterly.
Reporting types
Reports on request

Resellers

Supplier type
Not a reseller

Staff security

Staff security clearance
Staff screening not performed
Government security clearance
Up to Baseline Personnel Security Standard (BPSS)

Asset protection

Knowledge of data storage and processing locations
Yes
Data storage and processing locations
  • United Kingdom
  • EU-US Privacy Shield agreement locations
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
In-house
Protecting data at rest
Physical access control, complying with another standard
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
Users can use the thick client to make a copy on their local machine or network.
Data export formats
Other
Other data export formats
  • SQlite DB
  • IModel
Data import formats
  • CSV
  • Other
Other data import formats
  • Multiple CAD formats
  • Excel
  • XML
  • IFC
  • SQLite

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

Guaranteed availability
99.9%, assured by contractual commitment. Service credits when service availability drops below SLA level in a month.
Approach to resilience
All services are deployed in a fully redundant configuration within fully redundant data centres meaning that any failure of equipment, service provider or software service will result in zero, or minimal, impact to the overall service.
Outage reporting
Planned and unplanned outage notification emails are sent to registered users for affected systems.

Identity and authentication

User authentication needed
Yes
User authentication
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
Access restrictions in management interfaces and support channels
Multi-factor authentication used for administrative access.
Access restriction testing frequency
At least once a year
Management access authentication
2-factor 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
No
ISO 28000:2007 certification
No
CSA STAR certification
No
PCI certification
No
Other security certifications
No

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
Information Security policies are designed utilising ISO 27001, SSAE16, ITIL and CSA frameworks. Several SaaS offerings are ISO 27001 certified and others are SOC2 certified.

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
Configuration and Change Management follows the ITIL framework and policies and procedures are documented with various security standards. All SaaS offerings go through a cloud approval process and are scanned for vulnerabilities prior to production.
Vulnerability management type
Supplier-defined controls
Vulnerability management approach
Vulnerability management is conducted through various technologies internal and external to the Bentley network. Threats are identified using industry standard listings and patches/updates are applied at least monthly, or as needed, based on criticality.
Protective monitoring type
Supplier-defined controls
Protective monitoring approach
Active IDS is active on the network perimeter and on selected systems under the scope for ISO 27001 and SOC2 certifications. Compromises are analysed and put through the incident management process for investigation. The response time depends on the severity of the compromise.
Incident management type
Supplier-defined controls
Incident management approach
The Incident Management process covers all aspects of a potential incident from start to finish with defined procedures and colleague involvement. Common events are handled depending on severity, users have multiple methods of reporting and reports are provided as part of the incident management procedure.

Secure development

Approach to secure software development best practice
Supplier-defined process

Public sector networks

Connection to public sector networks
No

Pricing

Price
£15000 per unit per month
Discount for educational organisations
No
Free trial available
Yes
Description of free trial
A test environment can be provided to test the main software features. This environment uses disposable data and is available for up-to 10 days free-of-charge (subject to agreement).
Alternatively, Bentley can provide a chargeable Pilot solution using user data which is run against agreed success criteria for 60-90 days.
Link to free trial
Access to the test environment will be setup to meet the requirements of each user.

Service documents

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