Idox Software Limited

CAFM Explorer

Total facilities management. Functionality includes:
• Web, mobile, PC access
• Reactive & planned maintenance
• Health & Safety, Compliance
• Asset tracking of plant & business critical assets
• Space management, utilisation & planning
• Property Management, leases & tenures
• Room Booking
• Cost Control
• Management Information


  • Integrated Solution: All functionality to manage facilities within one solution
  • Maintenance: Planned, reactive and compliance maintenance
  • Automatic notification, monitoring and alerting of health and safety information
  • Compliance Management: Monitoring, planning & scheduling of planning activities
  • Mobile access with full visibility of risks, documentation and history
  • Dashboards: Monitoring works, key SLA reports, KPIs and full auditability
  • Document Control: Expiry, notification and tracking of key documents
  • Property Management: Lease, tenure, break tracking, notifications and reminders
  • Asset Management: Full lifecycle management, cost planning and reporting
  • Cost Control: Operation costs, budget assignment, full visibility and forecasting


  • Fast ROI: Financial savings, extended asset life, reduced service downtime
  • Improve decision making: Access to real-time information
  • Increase efficiency: Streamlining of processes, better utilisation of resources
  • Single source of truth: Central source for all information
  • Reduce risk: Compliance monitoring, dynamic risk assessments, checklists, audit trail
  • Maximise operational efficiency: Best utilisation of resources, scheduling etc
  • Manage contractors better: Traffic-light reporting, SLA Monitoring, Contract reminders
  • Accurate Forecasting: Budget preparation based on full cost analysis etc
  • Business Process Support: Solution driven by facilities professionals


£5600 per unit

Service documents

G-Cloud 11


Idox Software Limited

Darren Moyes

0333 011 1200

Service scope

Service scope
Software add-on or extension No
Cloud deployment model Private cloud
Service constraints No
System requirements Accessed from a web browser

User support

User support
Email or online ticketing support Email or online ticketing
Support response times According to our published SLA (Service Definition)
User can manage status and priority of support tickets Yes
Online ticketing support accessibility WCAG 2.1 A
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 According to our published SLA (Service Definition)
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started There are a number of training courses customised to client requirements based on the type of user. Full Administrator training is provided along with "train the trainer" courses. End users do not typically require training as the system is easy to use and video links and crib sheets are provided.
Service documentation Yes
Documentation formats
  • PDF
  • Other
Other documentation formats Microsoft Word
End-of-contract data extraction Every field within CAFM Explorer can accept imports of data and can export to Excel so the customer at all times has full control and access to all their data. There is also a SQL backup of the database and offsite licence of the software available if required.
End-of-contract process CAFM Explorer allows every item of data to be exported into csv or Excel format. As such transfer to an alternative service provider is achievable at no additional cost.

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 8
  • Internet Explorer 9
  • Internet Explorer 10
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
Application to install Yes
Compatible operating systems
  • Android
  • IOS
  • Linux or Unix
  • MacOS
  • Windows
  • Windows Phone
Designed for use on mobile devices Yes
Differences between the mobile and desktop service CAFM Explorer can be accessed using any standard web-browser. The administration module can be accessed via Citrix.
The CAFM Web and CAFM mobile components of the solution support access and delivery on mobile devices, thus supporting remote and onsite working.
CAFM Web is a web-based Help Desk solution which enables your organisation to deliver support services to employees and customers through a central web-based Help Desk. It supports user help desk requests and contractor and engineer access.
CAFM Mobile enhances the efficiency of a Maintenance Team by enabling Work Orders to be issued to a Trades Person’s mobile device onsite.
Accessibility standards None or don’t know
Description of accessibility The Administrative web portal is connected via a Citrix receiver. This is only for core system administrators. All other users connect via either a mobile, browser or tablet device.
Accessibility testing N/A
Customisation available Yes
Description of customisation System Administrators can configure:
• All reference data such as service levels, property codes and activity categories.
• Web look and feel
• Labels, wording and terminology
• Reference data (such as group codes, SLAs, asset types, building categorisation)
• Workflow – to reflect customer business processes and escalation procedures


Independence of resources The solution can be scaled to provide resilience by implementation of load balanced Application Servers and replication of Databases across multiple servers with failover where required. Depending on the criticality and scale of the system, various permutations of the supporting architecture can be deployed.


Service usage metrics No


Supplier type Not a reseller

Staff security

Staff security
Staff security clearance Other security clearance
Government security clearance Up to Baseline Personnel Security Standard (BPSS)

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 No
Datacentre security standards Managed by a third party
Penetration testing frequency At least once a year
Penetration testing approach ‘IT Health Check’ performed by a CHECK service provider
Protecting data at rest Encryption of all physical media
Data sanitisation process Yes
Data sanitisation type Deleted data can’t be directly accessed
Equipment disposal approach A third-party destruction service

Data importing and exporting

Data importing and exporting
Data export approach Via the admin user console
Data export formats CSV
Data import formats CSV

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 TLS (version 1.2 or above)

Availability and resilience

Availability and resilience
Guaranteed availability 98% availability per 30 day period
Approach to resilience All components of the system have redundancy built in to remove single failure points, and the application is horizontally scalable. We also use HA at the VM level where appropriate and SANs etc. We can provide more information on request.
Outage reporting Outages are reported via the Idox Service Desk and where applicable the login page.

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication
  • 2-factor authentication
  • Limited access network (for example PSN)
  • Username or password
Access restrictions in management interfaces and support channels Management access is permitted only from internal networks, themselves requiring two factor authentication to access. Access control lists restrict access.
Access restriction testing frequency At least every 6 months
Management access authentication 2-factor authentication

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 No audit information available
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 QMS International Ltd
ISO/IEC 27001 accreditation date 18/06/2016
What the ISO/IEC 27001 doesn’t cover N/A
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 Yes
Security governance standards ISO/IEC 27001
Information security policies and processes Idox Software Ltd has an ISO 27001-accredited information security management policy that applies to the business functions within the scope of the Information Security Management System and covers the information, information systems, networks, physical environment and people supporting these business functions. Internal audit and information security awareness training is conducted to ensure policies are followed. Risks raised through internal and external audits are reviewed at management meetings by the information security manager, the appropriate head of business and a board representative.

Operational security

Operational security
Configuration and change management standard Supplier-defined controls
Configuration and change management approach IT change management processes are carried out using Change Requests and records are maintained within the Change Management system. All concerned parties are informed of the status of the request as changes or progress is made as applicable.
Vulnerability management type Supplier-defined controls
Vulnerability management approach We monitor OWASP and other sources for new software vulnerabilities and vulnerability reports, and software patches. Major releases of public facing applications undergo internally and/or externally conducted penetration testing.
Protective monitoring type Supplier-defined controls
Protective monitoring approach Monitoring tools are used to measure server performance metrics as well as storage and network/bandwidth utilisation. Any potential compromise is raised in line with our security incident reporting procedure.
Users have access to a web portal for raising incidents.
Incident management type Supplier-defined controls
Incident management approach Security incident reporting process summary: incidents or suspected incidents are raised to internal service desk and reviewed by information security manager. They are allocated a risk reference, entered into the information security risk log and tracked until closure. In the case of major incidents a major incident report will be produced.

Secure development

Secure development
Approach to secure software development best practice Conforms to a recognised standard, but self-assessed

Public sector networks

Public sector networks
Connection to public sector networks No


Price £5600 per unit
Discount for educational organisations No
Free trial available Yes
Description of free trial If required a free trial of the software is available and would set up a live environment for customers to configure and use. It is recommended as part of this trial some training is undertaken to ensure the trial is as realistic as possible.
Link to free trial This is created on a customer by customer basis.

Service documents

pdf document: Pricing document pdf document: Terms and conditions pdf document: Modern Slavery statement
Service documents
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