TCES Community offers total healthcare provision management for community equipment, providing budgetary control and self fund prescription management.
- Web Ordering
- Activity Management
- Planned Preventative Maintenance
- Financial Integration
- Activity and Asset Management
- Microsoft Business Inteligence Management
- Purchase Order Processing
- Sales Invoicing
- Mobile Working
- Commercial Hire
- On the go ordering
- Real-time order tracking & visibility
- Improved Productivity
- Cost efficiencies
- Asset tracking and maintenance
- On-time, every time deliveries & collections
- Streamlined procurement processes resulting in real-time harmonisation.
- Full history of past and present invoicing data
- Improved asset performance
- Increased security
£60 to £120 per licence per month
- Education pricing available
- Free trial available
Creative Software Solutions (Europe) Limited
|Software add-on or extension||No|
|Cloud deployment model||Private cloud|
|Email or online ticketing support||Email or online ticketing|
|Support response times||
Each call is allocated a priority as follows:
• Business Critical impact – Pro-Cloud or TCES Connections site down
• Major Operational impact – Orders cannot be placed, orders manifested, invoicing effected
• Minor Operational impact – An efficiency module is not operative or configured correctly
• Minor Operational inconvenience – A report is not available
• System Operation not impeded – Minor or major system changes
|User can manage status and priority of support tickets||Yes|
|Online ticketing support accessibility||WCAG 2.0 AAA|
|Phone support availability||9 to 5 (UK time), Monday to Friday|
|Web chat support||Web chat|
|Web chat support availability||9 to 5 (UK time), Monday to Friday|
|Web chat support accessibility standard||WCAG 2.0 AAA|
|Web chat accessibility testing||None|
|Onsite support||Yes, at extra cost|
Creative Software Solutions offer a dedicated helpdesk support team for every contract we work with, there is no additional cost for our telephone and online ticketing support.
Support is from 8.30 am to 5.30 pm GMT. Server and hosting support is 365/24/7.
Each customer is provided with an technical account manager and cloud support engineer.
We only offer on level of support. All support is provided as part of the subscription cost.
|Support available to third parties||Yes|
Onboarding and offboarding
|Getting started||We provide all our customers with onsite training for up to 9 days this includes a cost of £895 per day. We also provide user guides documentation.|
|End-of-contract data extraction||Users have the capability to download all data at contract end via SQL database method or excel extraction. This can be undertaken by our support team or by the client using our secure interface.|
|End-of-contract process||Upon expiry or termination of the Agreement, all client data will be deleted from the system no less than 10 days from the date of expiry or termination, in line with Data Protection and data retention requirements. There is no cost for this service.|
Using the service
|Web browser interface||Yes|
|Application to install||Yes|
|Compatible operating systems||Android|
|Designed for use on mobile devices||Yes|
|Differences between the mobile and desktop service||None|
|Accessibility standards||WCAG 2.0 AAA|
|Accessibility testing||Interactive testing with partially sighted and users with physical disabilities.|
|What users can and can't do using the API||
Users can call API's through secure web services for a variety of reasons. Live activity tracking information.
Placing orders from third party systems.
Asset tracking and verification.
|API documentation formats||
|API sandbox or test environment||Yes|
|Description of customisation||All contracts can be configured to suit the needs of the customer and type of contract they are operating.|
|Independence of resources||Pro-Cloud and TCES community are fully load balanced across communications, web and database. Through our provider Rackspace UK Limited, Pro-Cloud and TCES Community have the ability to automatically increase bandwidth requirements and laid balance traffic across web and database servers in real time.|
|Service usage metrics||Yes|
|Metrics types||We provide metrics for server availability throughout a given period through real time dashboards.|
|Reporting types||Real-time dashboards|
|Supplier type||Not a reseller|
|Staff security clearance||Conforms to BS7858:2012|
|Government security clearance||Up to Baseline Personnel Security Standard (BPSS)|
|Knowledge of data storage and processing locations||Yes|
|Data storage and processing locations||United Kingdom|
|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 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||
|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 export the data through our cloud interface.|
|Data export formats||CSV|
|Data import formats||
|Other data import formats||
|Data protection between buyer and supplier networks||
|Data protection within supplier network||
Availability and resilience
Cloud Server Hosts Service Level Guarantee. Rackspace guarantees the functioning of all Host Servers hosting the Cloud Servers or Cluster (including the hypervisor, where applicable). If a Host Server hosting a Cloud Server or Cluster fails, Rackspace guarantee that restoration or repair
will be complete within one (1) hour of problem identification. If we fail to meet this guarantee you will be eligible for a credit, as follows: Five percent (5%) of the Service Fees for each additional hour of unavailability (or portion thereof), after the first hour, up to one hundred percent (100%) of the Service Fees.
|Approach to resilience||Available on request.|
Outage reporting is communicated via a public dashboard, API's communicate outages or high usage volumes to customers.
All outage failures are emailed to key client addresses as soon as an outage is determined.
Identity and authentication
|User authentication needed||Yes|
|Access restrictions in management interfaces and support channels||
Pro-Cloud defines a number of user roles that are key to managing the people who utilise the platform, both for administration and service and data management.
Users and people are essentially equivalent terms; it's the broadest definition for all people who use Pro-Cloud.
Pro- Cloud defines each user's role when they are added,as users role may be changed as needed. And, when users sign in, they are only shown the parts of Pro-Cloud platform that they are allowed to see and use.
User access rights dictate who they can access Pro-Clouds support channel.
|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||No|
|ISO 28000:2007 certification||No|
|CSA STAR certification||No|
|Other security accreditations||Yes|
|Any other security accreditations||
|Named board-level person responsible for service security||Yes|
|Security governance accreditation||Yes|
|Security governance standards||Other|
|Other security governance standards||
*Information Governance Level 3.
*We adhere to the framework and controls of 27001.
|Information security policies and processes||
Undertaking and adhering to the framework and controls of ISO 27001.
IG Soc NHS Level 3 certified.
|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||
Pro-Cloud change management steps:
1.Collect all the information about the change, RFC.
Submit RFC to change management.
Review and complete information if needed.
Classify - impractical, already considered or incomplete.
Monitor implementation progress, check that change has met its objectives.
Close the record and notify requestor.
2.Evaluation process, impact, urgency, risk, benefits and costs of doing and not doing the change,
Evaluate assessment results, schedule change advisory board meeting, schedule emergency, advisory board meeting, evaluate change for authorisation, project charter, schedules and other information, obtain required authorisation.
3.Plan implementation, negotiate schedules, authorize and schedule change.
|Vulnerability management type||Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402|
|Vulnerability management approach||
Vulnerability is managed by our hosting provider Rackspace Uk in real time. Patches are deployed outside working hours as soon as we are notified by vendors.
Rackspace monitor threats through vendors and all reliable internet security channels.
|Protective monitoring type||Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402|
|Protective monitoring approach||
CSS and Rackspace apply protective monitoring, as deemed in CESG Good Practice Guide No. 13 (GPG 13:), which we consider as our good practice.
CSS and backspace respond to incidents within 8 hours of any incident occuring.
|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||
Users report any incident via our Zendesk Helpdesk system whereby a ticket can be labelled 'Security Incident'.
Incident reports are also provided through the same secure Helpdesk system.
|Approach to secure software development best practice||Conforms to a recognised standard, but self-assessed|
Public sector networks
|Connection to public sector networks||No|
|Price||£60 to £120 per licence per month|
|Discount for educational organisations||Yes|
|Free trial available||Yes|
|Description of free trial||The platform is available for 28 days with full access to the platform and support desk.|
|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|