Saadian Technologies UK Limited

B2M and PagerSMS

B2M is a reliable and secure web-based SMS communication and messaging platform. B2M can integrate with external systems and be used for mass notifications and 2-way communications. B2M supports the PagerSMS emergency alerting service. This turns a mobile phone into a pager that alarms continuously until acknowledged by the recipient.

Features

  • Two way SMS messaging with inbox and saved sent messages
  • Easy-to-use web based interface accessing all functions from one screen
  • Functions: Send SMS, Contact Book, Groups, Message Merge, Scheduled Sending
  • Integration options with web services, HTTP post, email, file processor
  • Suite of interactive, graphical messaging reports and export options
  • Available as a mobile app and with text2voice feature
  • Integrates with multiple systems
  • PagerSMS turns the phone onto a pager during a crisis
  • PagerSMS rings continuously until the user acknowledges the message

Benefits

  • B2M is highly available with an uptime of over 99.95%
  • Full traceability of all sent and received messages, flexible reporting
  • Reduces costs through savings on administration, postage and no-shows
  • Improved communication within organisation to staff and to customers
  • Telephone and email support readily available
  • PagerSMS is two way messaging that overrides silent
  • PagerSMS removes the need for a pager thereby lowering costs
  • PagerSMS shortens response time for key personnel in an emergency
  • Users of PagerSMS have visibility that a message is read
  • Message credits easily ordered with no expiry date

Pricing

£150 per server per month

  • Education pricing available

Service documents

Framework

G-Cloud 11

Service ID

9 8 4 6 1 4 9 7 3 7 7 6 2 1 8

Contact

Saadian Technologies UK Limited

Jennie Jablonski/Alison Brannigan/Arwaa York/Cliodhna McGuirk

020 73978502

sales@saadian.com

Service scope

Software add-on or extension
No
Cloud deployment model
  • Public cloud
  • Private cloud
  • Community cloud
  • Hybrid cloud
Service constraints
No
System requirements
  • The system requirements are closely linked to your business requirements
  • We work with you to understand your business requirements
  • We then recommend appropriate computing resources to ensure accessibility/scale/performance

User support

Email or online ticketing support
Email or online ticketing
Support response times
Our response times are set out in our Service Support details
User can manage status and priority of support tickets
No
Phone support
Yes
Phone support availability
9 to 5 (UK time), Monday to Friday
Web chat support
No
Onsite support
Onsite support
Support levels
High  - Our highest Service Level response is reserved for complete Service Outage.
It is expected that the reporter will communicate directly via Email or
Telephone for this type of outage. Our service desk will respond within 1
hour and provide subsequent updates every 1 hour (if required). The
escalation level is immediate and the target fix is as soon as possible

Medium - Our second highest Service Level response is reserved for partial outages or interruptions. It is expected that reporter will communicate directly via Email or Telephone for this type of outage. Our service desk will respond
within 4 hours and provide subsequent updates every 4 hours (if required).
The escalation level is after the initial target fix time and the target fix is
within 8 hours.

Low - Our third Service Level response covers enquiries, minor issues and change requests. It is expected that the reporter will communicate directly via Email for this type of issue. Our service desk will respond within 5 days (if
required) the target fix date will be the next schedule release for agreed
upon change requests).
Support available to third parties
Yes

Onboarding and offboarding

Getting started
As part of the on-boarding process we would propose an implementation plan that sets out our approach to platform configuration, deployment and accreditation (if needed). This will be provided under Our Cloud Support Services (B2M & Pager Consultancy)
Service documentation
Yes
Documentation formats
  • HTML
  • PDF
End-of-contract data extraction
One of the our key principles is that you maintain ownership and control of your data. This means that we make it easy to return your data to you in a format that can easily be re-used. On termination, we will provide you with an extract of your data in CSV or XML format.
End-of-contract process
When customers are off-boarding with us, we would agree a format for the return of your data with you. We will then decommission the service and securely delete all data held by us (if we are managing the service for you).

Using the service

Web browser interface
Yes
Supported browsers
  • Internet Explorer 9
  • Internet Explorer 10
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
Application to install
Yes
Compatible operating systems
  • Android
  • IOS
Designed for use on mobile devices
Yes
Differences between the mobile and desktop service
The software service has been designed to be responsive to device type so the mobile service functions in the same way as the desktop service with the primary difference being screen layout.
Service interface
Yes
Description of service interface
An easy-to-use web based interface with direct access to all functions from one screen.
There are a number of options for automatically sending and receiving data – WebServices, HTTP Post, Email2SMS and File Processor.
Full functionality is exposed through a bi-directional web services interface, e.g. send message, update contacts, retrieve received messages etc. In addition, the service can be configured to forward incoming messages to external web services. The interface is transactional, responding to SOAP requests from clients.
Accessibility standards
None or don’t know
Description of accessibility
We provide a number of the WCAG 2.0 AA and WCAG 2.0 AAA requirements but not yet all of them
Accessibility testing
We have not done any specific testing with users of assistive technology.
API
Yes
What users can and can't do using the API
The full functionality of our SMS services are available through a number of APIs - email, CVS/XML, webservices.
Users can send messages, create contacts and templates and check responses to messages
API documentation
Yes
API documentation formats
  • HTML
  • PDF
API sandbox or test environment
Yes
Customisation available
Yes
Description of customisation
Users can set up contacts and groups and can customise the mobile number that messages come from (known as number substitution)

Scaling

Independence of resources
The service is configured to use load balancing and clustering techniques to ensure that demand upon the service is spread evenly over computing resources and to reduce the impact upon the users

As part of the onboarding process Saadian will work with the buyer to fully understand their usage expectations to ensure that the required resources are available as the service usage grows

Analytics

Service usage metrics
Yes
Metrics types
We provide a range of service metrics such as:
- Application logins ( e.g. frequency, role etc.)
- Message volumes
Reporting types
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

Supplier type
Not a reseller

Staff security

Staff security clearance
Conforms to BS7858:2012
Government security clearance
Up to Security Clearance (SC)

Asset protection

Knowledge of data storage and processing locations
Yes
Data storage and processing locations
  • United Kingdom
  • European Economic Area (EEA)
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
‘IT Health Check’ performed by a CHECK service provider
Protecting data at rest
  • Physical access control, complying with another standard
  • Other
Other data at rest protection approach
Access to Data is strictly controlled by the Saadian Information Security management system. Policies and processes are in place to ensure that only those with a valid need to access data are allowed and technically able to do so
Data sanitisation process
No
Equipment disposal approach
A third-party destruction service

Data importing and exporting

Data export approach
The service has functionality built in that will allow users to export data
Data export formats
  • CSV
  • Other
Other data export formats
XML
Data import formats
  • CSV
  • Other
Other data import formats
  • XML
  • MS Excel

Data-in-transit protection

Data protection between buyer and supplier networks
  • Private network or public sector network
  • Other
Other protection between networks
Data in transit is encrypted. Network connectivity between the buyers network and Saadian services is configured based on the buyers security requirements e.g. private network or public sector network.
A full CHECK compliant ITSHC is commissioned to ensure security of the connection
Data protection within supplier network
  • IPsec or TLS VPN gateway
  • Other
Other protection within supplier network
Saadian operate an Information Security Management system (including an administrative user Syops) that strictly limits who can access the data
ITSHC are conducted on the service at regular intervals to identify any potential security risks

Availability and resilience

Guaranteed availability
We can agree availability levels for the service with you - this determines
when the service must be available and limits unplanned downtime (but allows for planned maintenance windows).
Availability is closely linked to infrastructure configuration because we
need to make sure the right infrastructure is in place to support the
expected levels of availability.
Approach to resilience
Load Balancing The service is accessed through a load balancer that direct traffic to available nodes. This ensures a consistent level of response and single points of failure
Application Monitoring: Application monitoring is configured for all servers and nodes to monitor the performance of physical servers and their specific applications and services. This helps Saadian understand and address problems before they cause full disruption
Clustering: Service Nodes work in clusters that share customer states and information in real time. This allows the service to fail over to another cluster if there is a disruption
Disaster Recovery: DR environments and plans can be put in place in accordance with customer needs to ensure that the service can be recovered in the case of a disaster
Outage reporting
Application monitoring tools can be configured to send regular reports and automatic notifications of outages or disruptions

Identity and authentication

User authentication needed
Yes
User authentication
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)
  • Limited access network (for example PSN)
  • Dedicated link (for example VPN)
  • Username or password
Access restrictions in management interfaces and support channels
Access to management and support interfaces is controlled by a strict role based access policy. The service is developed in accordance with our ISO27001 compliant Access control Policy
Access restriction testing frequency
At least once a year
Management access authentication
Username or password

Audit information for users

Access to user activity audit information
Users contact the support team to get audit information
How long user audit data is stored for
User-defined
Access to supplier activity audit information
Users contact the support team to get audit information
How long supplier audit data is stored for
User-defined
How long system logs are stored for
User-defined

Standards and certifications

ISO/IEC 27001 certification
No
ISO 28000:2007 certification
No
CSA STAR certification
No
PCI certification
No
Other security certifications
Yes
Any other security certifications
CHECK Penetration Tested

Security governance

Named board-level person responsible for service security
Yes
Security governance certified
No
Security governance approach
Saadian understands that Information security is not only a technical issue, but a business and governance challenge also. As such the security of information and other critical organisational resources is treated as a priority throughout the company.

Saadian have an executive appointed Information Security Manager and an Information Security Management system with policies that extend beyond the technical aspects to include critical business processes.

Executive Management is invested in Information security and receive reports on security performance and breaches
Information security policies and processes
Saadian understands that Information security is not only a technical issue, but a business and governance challenge also. As such the security of information and other critical organisational resources is treated as a priority throughout the company.

Saadian have an executive appointed Information Security Manager and an Information Security Management system with policies that extend beyond the technical aspects to include critical business processes.

Executive Management is invested in Information security and receive reports on security performance and breaches

Operational security

Configuration and change management standard
Supplier-defined controls
Configuration and change management approach
The Saadian configuration and change Management processes are based upon ITIL best practices and consists of a set of documents, processes and routines that form part of Saadian IT Service Management
Vulnerability management type
Undisclosed
Vulnerability management approach
N/a
Protective monitoring type
Supplier-defined controls
Protective monitoring approach
Protective Monitoring is supplied by a third party to GPG 13 standard
Incident management type
Supplier-defined controls
Incident management approach
The Saadian Incident Management process is based upon ITIL best practices and consists of a set of documents, processes and routines that form part of Saadian IT Service Management

Secure development

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

Public sector networks

Connection to public sector networks
No

Pricing

Price
£150 per server per month
Discount for educational organisations
Yes
Free trial available
No

Service documents

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