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Espire Infolabs Ltd

Enterprise Solutions

Espire offers Enterprise Solutions using multiple technologies like Salesforce (Sales, Service and Community (Experience Cloud), Dynamics 365, Banner(Education), Recruit, Blue Yonder(JDA), Oracle Transport Management System and Manhattan WMS . We provide consultancy, implementation and managed support and Business_as_Usual services with skilled/certified consultants, and architects for implementation/ integration & migration services.

Features

  • In-built solution for end to end customer service
  • OOB configs, customization and code based enhancements
  • PAAS to build custom app to suit any business need
  • Personalize with Precision: build customer journeys
  • Seamless connector integrates CRM and marketing cloud
  • API based integration with any 3rd party app, Ecomm etc.
  • Easy to desgn templates, campaigns and marketing automation
  • Generate standard/ custom/ AI Driven analytics
  • In built Community/ Health/ Real Estate Cloud/ CPQ
  • Technologies Salesforce, Dynamics365 , BlueYonder(JDA),Oracle TMS, Manhattan WMS,Ellucian

Benefits

  • Enhanced productivity; reduced overheads
  • Espire's pool of certified SMEs and consultants
  • Excellence in service delivery with Global & flexible delivery Model
  • Service Contracts & Entitlements – Manage agreements & SLAs
  • Gain 360 degree view of customers
  • Shorten sales cycle and higher lead conversion
  • Analytics to support business decisions and monitoring
  • On cloud solution, no in house maintenance
  • Pay as you go without compromising on data security
  • Auto updates with new features with no additional support

Pricing

£250 to £850 a user a day

  • Education pricing available

Service documents

Request an accessible format
If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at Shariq.Imam@espireinfo.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

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

Contact

Espire Infolabs Ltd Shariq Imam
Telephone: +44 7557678970
Email: Shariq.Imam@espireinfo.co.uk

Service scope

Software add-on or extension
Yes, but can also be used as a standalone service
What software services is the service an extension to
API based integration doable
App exhange ready made apps available
Cloud deployment model
  • Public cloud
  • Community cloud
Service constraints
None
System requirements
As per the service requirements.

User support

Email or online ticketing support
Email or online ticketing
Support response times
This is decided as per the SLA that is mutually agreed. Depending upon the priorities, it can vary from 15 mins - 4 hrs (Business hours),
User can manage status and priority of support tickets
Yes
Online ticketing support accessibility
WCAG 2.1 AA or EN 301 549
Phone support
Yes
Phone support availability
24 hours, 7 days a week
Web chat support
Web chat
Web chat support availability
24 hours, 7 days a week
Web chat support accessibility standard
WCAG 2.1 AA or EN 301 549
Web chat accessibility testing
We use webchat provided by Jira which is WCAG2.1 AA compliant to
be used with Assistive technology users.
Onsite support
Yes, at extra cost
Support levels
We provide complete L1, L2 and L3 managed services based on ITIL standards. Cost is based on general requirement and Level of support required like L1, L2 & L3.
We do provide Technical, Account Manager and Support Engineer
Support available to third parties
Yes

Onboarding and offboarding

Getting started
We onboard our customers after agreeing on a Statement Of Work . The On boarding phase covers team structure , project plan and knowledge transfer sessions.
All of these processes are documented and signed off by both parties
Service documentation
Yes
Documentation formats
  • HTML
  • PDF
End-of-contract data extraction
While On-Boarding, the Data is migrated on the cloud from any legacy or old application. On Off-Boarding, client will have full access to transfer data and then fully delete same. Espire team will not change data. We have well established data purging policies.
End-of-contract process
At the end-of-contract, Espire generate environment set up scripts and keep it for future reference with consent of customer. all the data files either handed over to customer or deleted from our environment

Using the service

Web browser interface
Yes
Supported browsers
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
Application to install
No
Designed for use on mobile devices
Yes
Differences between the mobile and desktop service
Our Mobile Web Interfaces are responsive and adapts to mobile
aspect ratios.
Service interface
Yes
User support accessibility
WCAG 2.1 AA or EN 301 549
Description of service interface
We use the web services/API interface provided by the solutions. However customer has to manage our console for managing their daily activities.
Accessibility standards
WCAG 2.1 AA or EN 301 549
Accessibility testing
At Espire, the front end team is equipped to build user interfaces for all kind of users be it visually impaired (Low vision, Blind or Colour Blind) and hearing impaired users.

Screen Readers (Jaws, NVDA,VoiceOver):

Following guidelines are followed for screen readers

1. Option to navigate using keyboard only

2. Ensure all content is easily accessible including dynamic content

3. Using ALT tags in all images with a complete description

4. Using proper hierarchical content and using HTML heading tags

5. Designing forms with accessibility in mind and ensuring labels for each fields

6. Only using <TABLE> for tabular data

Magnifiers:

1. Using font sizes in 'em'

2. Using padding, margins also in percentage or in 'em'

3. Making the overall layout unbreakable for multiple level of zoom

Colour Blind Tests:

1. Testing the designs for AA and AAA level with colour contrast analysers to make sure that there is significant contrast for the foreground test elements against the background used

2. Not using colour for mentioning certain elements and always adding labels.

Hearing impaired Tests:

1. Presenting text alternatives for the audio elements

2. Making sure all the videos or animations with sound have captions enabled.
API
Yes
What users can and can't do using the API
REST/ SOAP API for On-demand and interactive communication.
API documentation
Yes
API documentation formats
  • PDF
  • Other
API sandbox or test environment
Yes
Customisation available
Yes
Description of customisation
Buyer can customise -
- security layer (roles, permissions etc.)
- user interface
- Business process
- Automation
- Reports & Dashboards

Scaling

Independence of resources
Espire Infolabs is experienced in managing the client requirements effectively whether it involves scaling of cloud infrastructure or count of team members.
In case of cloud service offerings we can provide the scalability of infrastructure based on scope of services and service window support.
And we can also provide required team members for given services to meet the SLAs.

Analytics

Service usage metrics
Yes
Metrics types
Metrics types -The service metrics are created based on the Service Level Agreement parameters, such that there is clarity on the quantum of service delivered, quality of service delivered and effectiveness.
Reporting types
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

Supplier type
Not a reseller

Staff security

Staff security clearance
Other security clearance
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
  • European Economic Area (EEA)
  • Other locations
User control over data storage and processing locations
Yes
Datacentre security standards
Managed by a third party
Penetration testing frequency
At least once a year
Penetration testing approach
Another external penetration testing organisation
Protecting data at rest
Other
Other data at rest protection approach
Salesforce controls data security.
Data sanitisation process
No
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
User export data using different services and APIs and service dashboard will be provided by Espire
Data export formats
  • CSV
  • Other
Other data export formats
  • XML
  • JSON
  • Excel
Data import formats
  • CSV
  • Other
Other data import formats
  • XML
  • Delimited file
  • PDF
  • Word
  • Images

Data-in-transit protection

Data protection between buyer and supplier networks
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Other
Other protection between networks
Our solutions uses multiple encryption methods, protocols, and algorithms across its products and services to help provide a secure path for data to travel through the infrastructure, and to help protect the confidentiality of data that is stored within the infrastructure. Protocols and technologies examples include: - Transport Layer Security/Secure Sockets Layer (TLS/SSL) - Internet Protocol Security (IPsec) and PCI.
Data protection within supplier network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Legacy SSL and TLS (under version 1.2)
  • Other
Other protection within supplier network
Our Solutions uses multiple encryption methods, protocols, and algorithms across its products and services to help provide a secure path for data to travel through the infrastructure, and to help protect the confidentiality of data that is stored within the infrastructure. Protocols and technologies examples include: - Transport Layer Security/Secure Sockets Layer (TLS/SSL) and PCI.
We also provider encryption at rest to secure data in data sources

Availability and resilience

Guaranteed availability
Monthly Up time Percentage of 99.9% guaranteed.
We have defined service credits in our terms and conditions for free hours of service in case of any breach.
Approach to resilience
It’s available on request.
Outage reporting
Email and SMS alerts.

Identity and authentication

User authentication needed
Yes
User authentication
  • 2-factor authentication
  • Username or password
  • Other
Other user authentication
Single sign-on.
Access restrictions in management interfaces and support channels
Out of the box configuration options available to suit various access related needs (Restrict/ open up/ condition based sharing).
Access restriction testing frequency
At least every 6 months
Management access authentication
  • 2-factor authentication
  • Dedicated link (for example VPN)
  • Username or password
  • Other
Description of management access authentication
Single Sign-on/ Identity connect etc.

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
User-defined

Standards and certifications

ISO/IEC 27001 certification
Yes
Who accredited the ISO/IEC 27001
UKAS Management System
ISO/IEC 27001 accreditation date
22/06/2021
What the ISO/IEC 27001 doesn’t cover
No exclusion.
ISO 28000:2007 certification
No
CSA STAR certification
No
PCI certification
No
Cyber essentials
Yes
Cyber essentials plus
Yes
Other security certifications
Yes
Any other security certifications
  • ISO 27017:2015
  • ISO 27018:2019
  • ISO 20000-1:2018
  • ISO 9001:2015
  • ISO 22301: 2019
  • CMMI Level 5 for Services V2.0

Security governance

Named board-level person responsible for service security
Yes
Security governance certified
Yes
Security governance standards
  • ISO/IEC 27001
  • Other
Other security governance standards
(a) ISO 27017:2015

(b) ISO 27018:2019

(c) Cyber Essential Plus
Information security policies and processes
Espire is having very detailed Information Security Management System in place which comprise information security and data privacy polices. These policies are applicable to all employees, contractors & vendors having access to Espire’s system. Everyone is responsible for taking the appropriate steps and act in accordance with the Espire’s information security policies. These policies are communicated and signed by all employees at the time of joining. Policies and procedures are reviewed and updated at least on annual basis for its suitability and as per business needs. These changes are communicated to everyone time to time through regular awareness & training sessions, emails, posters, audits & reviews etc. Espire has dedicated infosec team which has process and technical expertise in this area. This team is responsible for maintenance of ISMS, implementation of polices/ procedures and put required governance through audits and reviews. We have dedicated CISO & DPO. Non-adherence of any ISMS policy is subject to disciplinary action

Operational security

Configuration and change management standard
Supplier-defined controls
Configuration and change management approach
The ITIL Change Management Continual Process Improvement methodology is used to manage change. All changes are considered and assessed on business and security impact by the Change Advisory Board before implementation
Vulnerability management type
Supplier-defined controls
Vulnerability management approach
Potential threats are rated on risk, likelihood of occurrence and potential impact of the threat. Patches are developed, tested and released as soon as approved.
Protective monitoring type
Supplier-defined controls
Protective monitoring approach
Security and Compliance dashboard real-time monitoring Email alerts Automation where appropriate
Incident management type
Supplier-defined controls
Incident management approach
Broadly, the process is defined as under:
1. Pre-incident Preparation,
2. Incident Classification & categorization,
3. Incident Prioritisation,
4. Defining SLAs for Incident closure (based on Severity),
5. Incident Identification,
6. Reporting of Incident through automated tools (Power Apps or SharePoint),
7. Incident Response,
8. Monitoring of Incident,
9. Communication,
10. Incident Investigation,
11. Disciplinary Action.
If needed, We provide the incident reports using SharePoint Tool and Root Cause Analysis.

Secure development

Approach to secure software development best practice
Supplier-defined process

Public sector networks

Connection to public sector networks
No

Social Value

Social Value

Social Value

  • Covid-19 recovery
  • Equal opportunity

Covid-19 recovery

The health and well-being of all of employees is our top most priority for Espire during COVID-19 outbreak. Work from Home Guidelines during Covid-19 were formulated and shared with all employees in March 2020 prior to lockdown. Multiple forums initiated to stay well connected with employees or their managers at all times. Several initiatives were taken by Espire to allow all employees to work with ease during these tough time of Covid-19 like Paid quarantine leaves for employee affected by Covid-19, Multiple Vaccination Camps organized at Espire office, India for employees and their families in collaboration with one of the most reputed hospital chain in India. Vaccination cost during these camps was borne by Espire for employees. Alternatively, reimbursement of vaccination cost was provided. Now by seeing threat due to Covid-19 has reduced significantly management has decided to open office in Hybrid mode. All the necessary arrangements have been made for the same. Detailed Guidelines are formulated to provide an overview of Espire's phased approach of getting employees back to office like Full vaccination is a pre-requisite to report to office. Employees needs to submit vaccination certificate to HRD before entering into office premises. Temperature check at entry gate for employees and visitors, sanitization arrangements, maintaining social distancing, wear masks etc. Espire remains committed to complying with Government guidelines, at all times.

Equal opportunity

Espire is committed to being an Equal Opportunity Employer and providing equal opportunities without any discrimination on grounds of gender, age, culture, nationality, ethnicity, political and religious beliefs, sexual orientation, and other attributes. We remain zero tolerant to any discriminatory treatment or harassment in any form. Espire strive to attract, develop and retain people with different perspectives, experience and backgrounds to support us in our strategic journey. Our focus is to have wider and more diverse talent pool in Espire without discriminating in any process. We ensure fairness with regard to compensation, growth opportunities(vertical/horizontal), transfers, training and competency development purely based on ability and merit and irrespective of social identity. We also promote a harmonious working environment in which our employees are treated with dignity and respect. We encourage employees to take positive action towards promoting equal opportunity throughout the organization and provide an enabling environment where employee feels empowered to come up with suggestions to meet organization goals. We ensure and maintain a work environment free of harassment and intimidation and coercion at all office locations and in all facilities at which employees are assigned to work. We ensure that equal opportunity is provided to physically challenged/physically disabled, unless not a limitation for the resource for being able to do the assigned role/job effectively. Espire will ensure adherence to the laws of the land with regard to employment norms and will not indulge in practices such as employing child labor, bonded labor etc.

Pricing

Price
£250 to £850 a user a day
Discount for educational organisations
Yes
Free trial available
No

Service documents

Request an accessible format
If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at Shariq.Imam@espireinfo.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.