Robotic Process Automation (RPA) Solutions

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: Our RPA service seamlessly integrates with major ERP, CRM, and HRMS platforms, including SAP, Salesforce, and Workday. It enhances financial systems, healthcare software, and cloud services, automating tasks like data entry, scheduling, and report generation across diverse business environments.
Cloud deployment model: Public cloud

Private cloud

Community cloud

Hybrid cloud
Service constraints: Our service is designed to be highly accessible and flexible, with no fixed maintenance windows, no geographic limitations. We strive to provide a seamless experience without hardware or software requirements beyond basic internet access.

Customer support is available 9:00 AM to 5:00 PM EST, Monday through Friday. Weekend support is only available for critical issues and must be scheduled in advance.
System requirements: Internet Connection: Reliable, high-speed internet connection required.

Browser Compatibility: Latest versions of Chrome, Firefox, or Edge recommended.

Bandwidth: Sufficient bandwidth to support high volumes of data transmission.

Screen Resolution: Minimum resolution of 1280x1024 for optimal interface display.

User support

Email or online ticketing support: Yes, at extra cost
Support response times: Our typical response time is within an 1 hour Monday-Friday 9- 6 pm. Our typical response time is within an 2 hour Saturday - Sunday
Willing to tailor the customer support to meet the client's needs. Issues will be Triage according to client's specification
User can manage status and priority of support tickets: No
Phone support: Yes
Phone support availability: 9 to 5 (UK time), 7 days a week
Web chat support: Yes, at an extra cost
Web chat support availability: 9 to 5 (UK time), 7 days a week
Web chat support accessibility standard: None or don’t know
How the web chat support is accessible: Via a web page. The user can submit issues and raise a ticket
Web chat accessibility testing: N/A
Onsite support: Yes, at extra cost
Support levels: 1. Basic Support:
* Description: This level is suitable for resolving common, non-urgent issues and learning from other users.
* Cost: Included with all service subscriptions.
2. Standard Support:
* Description: Includes email and ticketing support with regular business hours response. This tier offers access to software updates and security patches.
* Cost: 10% of the monthly subscription fee.
3. Advanced Support:
* Description: Provides faster response times and phone support. This level is intended for more complex issues that require prompt attention, with a response time of up to 12 hours.
* Cost: 20% of the monthly subscription fee.
4. Enterprise Support:
* Description: This top-tier support includes all Premium features plus a dedicated Technical Account Manager (TAM) or a Cloud Support Engineer who provides personalized service, strategic planning, and proactive management of your RPA ecosystem.
* Cost: Custom pricing based on specific customer needs and scale of deployment.
Additional Support Personnel:
* Technical Account Manager (TAM): Available at the Enterprise support level, the TAM provides strategic oversight and helps align RPA capabilities with business goals.
* Cloud Support Engineer: Also available for Enterprise clients, focusing on technical challenges and ensuring optimal performance of the RPA solutions.
Support available to third parties: Yes

Onboarding and offboarding

Getting started: Our RPA service, in partnership with platforms like Robocorp and UiPath, provides users with a comprehensive suite of training and support resources to empower them on their automation journey. While these platforms offer excellent training modules and documentation, our service goes beyond by offering specialized expertise tailored to your industry needs. Our team of experienced RPA specialists provides personalized consultations and hands-on guidance to help you strategize and implement automation solutions effectively within your organization
Service documentation: Yes
Documentation formats: HTML

ODF

PDF
End-of-contract data extraction: Self-Service Data Export: Users can initiate a data export directly from their account dashboard. We provide easy-to-use tools that allow users to select the data they want to export and generate downloadable files in standard formats.
Assisted Data Extraction: For users who require assistance or have specific requirements, our support team is available to guide them through the data extraction process. Users can reach out to our support channels, including email or live chat, to request assistance.
Custom Extraction Services: In cases where users have complex data structures or require custom data extraction solutions, we offer bespoke extraction services tailored to their needs. Our team works closely with users to understand their requirements and develop customized extraction processes.
Data Retention Period: Additionally, we ensure that users have access to their data for a specified period after the contract ends, allowing them ample time to complete the extraction process at their convenience.
End-of-contract process: At the end of the contract, we facilitate a seamless transition for our users. Users retain access to their automation projects and data, allowing them to export their workflows and related data if needed. Account access is deactivated upon contract expiration, but users can explore renewal options to continue using our platform.

Included in the contract price are access to our RPA platform, basic training materials, and standard customer support during business hours. Regular software updates and maintenance are also covered. Additional costs may include advanced training programs, personalized support services, custom development or integration, and any usage-based fees for exceeding predefined limits.

Using the service

Web browser interface: Yes
Supported browsers: Internet Explorer 11

Microsoft Edge

Firefox

Chrome

Safari

Opera
Application to install: Yes
Compatible operating systems: Android

IOS

Linux or Unix

MacOS

Windows
Designed for use on mobile devices: Yes
Differences between the mobile and desktop service: Mobile Service: Designed for on-the-go monitoring and control of automated processes. Features a simplified user interface optimized for smaller screens and touch interactions. Provides alerts and status updates, with the capability to start, stop, and monitor bots. However, it may not support the full range of configuration or complex scripting available on the desktop version.
Desktop Service: Offers full functionality with advanced features for creating, testing, and deploying automation scripts. Includes comprehensive tools for managing large-scale deployments and detailed analytics. Suitable for complex process configuration and extensive customization.
Service interface: Yes
User support accessibility: WCAG 2.1 A
Description of service interface: We offer a comprehensive, web-based interface that allows users to design, deploy, and manage automation bots with ease. It features intuitive navigation, a drag-and-drop bot designer, real-time monitoring dashboards, and detailed analytics tools. Designed for both technical and non-technical users, our interface supports seamless integration and management of automated workflows across various systems.
Accessibility standards: WCAG 2.1 A
Accessibility testing: Internal Testing: Our team conducts internal evaluations to identify and address common accessibility issues, focusing on key features and functionalities.
Consultation with Experts: We consult with accessibility experts and leverage industry best practices to inform our design decisions and prioritize accessibility enhancements.
API: Yes
What users can and can't do using the API: Our API enables users to automate setup and modification processes, making it especially beneficial for RPA implementations with Robocorp and UiPath. Users can initiate the service setup through the API by sending configuration details (like user roles, permissions, and system parameters) in a JSON format to our endpoint. This allows for seamless integration into existing RPA workflows.

Changes to the service can also be made via the API, such as updating user permissions, adding new functionalities, or modifying system settings. Users can make these adjustments by submitting PATCH requests with the necessary updates outlined in JSON.

However, there are limitations to ensure system security and integrity. For instance, critical infrastructure changes, such as server reconfigurations or database schema modifications, must be handled directly by our support team to prevent unauthorized access and potential disruptions. Additionally, rate limits are imposed to prevent API abuse, ensuring fair usage and system stability for all users.
API documentation: Yes
API documentation formats: Open API (also known as Swagger)

HTML
API sandbox or test environment: Yes
Customisation available: Yes
Description of customisation: What can be customized:
* Bot Creation: Users can customize and create their own bots to automate specific processes tailored to their business needs. This includes defining workflows, configuring inputs and outputs, and setting up decision-making logic.
* User Interface: Customization options are available for the user interface, allowing users to personalize their dashboard layout, widgets, and data visualization preferences.
* Integration: Users can customize integrations with other systems and applications to streamline data exchange and automate cross-platform workflows.
* Permissions and Access Control: Administrators can customize user roles, permissions, and access levels to control who can view, edit, and execute automation processes.
How users can customize:
* Drag-and-Drop Interface: Bot creation is facilitated through a user-friendly drag-and-drop interface, enabling non-technical users to customize automation workflows easily.
* Configuration Settings: Customization options are accessible through intuitive configuration menus and settings panels, allowing users to tailor automation parameters without coding or scripting.

Who can customize:
* Administrators: Typically, administrators or designated power users have the authority to customize and configure the service according to organizational requirements.
* End Users: Depending on permissions, end users may have limited customization capabilities, such as configuring personal dashboard preferences or creating simple automation rules.

Scaling

Independence of resources: To ensure users are not affected by the demand placed on our service by other users, we employ robust resource allocation and management strategies:
1. Resource Isolation: Each user's automation processes are executed in isolated environments, preventing interference or performance degradation caused by other users' activities.
2. Scalability: We can dynamically scale resources based on demand, ensuring consistent performance and responsiveness.
3. Load Balancing: We implement load balancing techniques to evenly distribute workload across servers.
4. Monitoring and Optimization: We continuously monitor resource usage and performance metrics, proactively optimizing our infrastructure to maintain high availability and reliability for all users.

Analytics

Service usage metrics: Yes
Metrics types: We offer comprehensive service usage metrics, including bot execution times, frequency of automation runs, error rates, and resource utilization. These metrics provide insights into the efficiency and effectiveness of automation processes, enabling users to optimize workflows and identify areas for improvement.
Reporting types: API access

Real-time dashboards

Regular reports

Reports on request

Resellers

Supplier type: Reseller providing extra features and support
Organisation whose services are being resold: UiPath, Robocorp

Staff security

Staff security clearance: Staff screening not performed
Government security clearance: Up to Security Clearance (SC)

Asset protection

Knowledge of data storage and processing locations: Yes
Data storage and processing locations: European Economic Area (EEA)
User control over data storage and processing locations: Yes
Datacentre security standards: Managed by a third party
Penetration testing frequency: Never
Protecting data at rest: Encryption of all physical media
Data sanitisation process: No
Equipment disposal approach: A third-party destruction service

Data importing and exporting

Data export approach: Users can export their data seamlessly through our platform. We offer a user-friendly data export feature accessible from the dashboard. Users can select the data they wish to export, such as automation workflows and related data, and generate downloadable files in standard formats. Our intuitive interface ensures a straightforward process, allowing users to retain full control and ownership of their data even after their contract ends.
Data export formats: CSV

ODF

Other
Other data export formats: Excel (XLSX)

JSON (JavaScript Object Notation)

XML (eXtensible Markup Language)

PDF (Portable Document Format)

Database Export
Data import formats: CSV

ODF

Other
Other data import formats: Database Export

XML (eXtensible Markup Language)

PDF (Portable Document Format)

XML (eXtensible Markup Language)

JSON (JavaScript Object Notation)

Excel (XLSX)

Data-in-transit protection

Data protection between buyer and supplier networks: Private network or public sector network

TLS (version 1.2 or above)

IPsec or TLS VPN gateway
Data protection within supplier network: TLS (version 1.2 or above)

IPsec or TLS VPN gateway

Availability and resilience

Guaranteed availability: At this stage, we don't have formal SLAs in place. However, our goal is to maintain a high level of availability for our automation solutions, aiming for uptime levels that meet or exceed industry standards.

In the event of any service interruptions, we're dedicated to promptly addressing issues and minimizing downtime. As we grow and mature, we'll explore the possibility of implementing formal SLAs and refund policies to provide our users with assurance and compensation for any service disruptions experienced.

Our focus remains on delivering value and reliability to our users as we continue to evolve and enhance our automation capabilities with Robocorp and UiPath.
Approach to resilience: It’s available on request
Outage reporting: Our service employs multiple channels to report outages promptly and transparently to our users:

Public Dashboard: We maintain a public dashboard that displays real-time status updates regarding the availability and performance of our service. Users can access this dashboard to stay informed about any ongoing incidents or outages.
API Integration: We offer an API that allows users to programmatically retrieve outage information and status updates. This integration enables users to incorporate outage notifications directly into their monitoring systems or dashboards for seamless visibility.
Email Alerts: In addition to the public dashboard and API, we send email alerts to registered users in the event of any outages or incidents affecting our service. These alerts provide detailed information about the nature of the outage, estimated resolution times, and any actions users may need to take.

Identity and authentication

User authentication needed: Yes
User authentication: 2-factor authentication

Public key authentication (including by TLS client certificate)

Identity federation with existing provider (for example Google Apps)

Dedicated link (for example VPN)

Username or password
Access restrictions in management interfaces and support channels: Access restrictions in management interfaces and support channels are implemented through several measures:

Role-based Access Control (RBAC): Access is granted based on predefined roles and permissions, ensuring that only authorized personnel can perform specific actions.
Multi-factor Authentication (MFA): Users are required to authenticate using multiple factors such as passwords, biometrics, or security tokens to access management interfaces and support channels.
IP Whitelisting: Access is restricted to specific IP addresses or ranges, limiting access to authorized networks or locations.
Encryption: Data transmitted through management interfaces and support channels is encrypted to prevent unauthorized interception or access.
Access restriction testing frequency: At least once a year
Management access authentication: 2-factor authentication

Public key authentication (including by TLS client certificate)

Identity federation with existing provider (for example Google Apps)

Dedicated link (for example VPN)

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
Cyber essentials: No
Cyber essentials plus: No
Other security certifications: No

Security governance

Named board-level person responsible for service security: Yes
Security governance certified: No
Security governance approach: We take a proactive approach to security governance, implementing industry best practices and continuously monitoring and enhancing our security measures. Our approach includes regular risk assessments, security training for staff, robust access controls, and ongoing security audits to ensure the integrity and confidentiality of our systems and data.
Information security policies and processes: We prioritize information security through streamlined policies and processes that align with our size and operational needs. Our reporting structure typically involves a designated individual or team responsible for overseeing security measures, often integrated within our IT or operations department.

To ensure policies are followed effectively within our company:

Clear Communication: We emphasize clear communication of security policies to all employees, ensuring they understand their roles and responsibilities in maintaining security.
Regular Training: We conduct periodic security awareness training sessions to educate employees about security best practices and ensure they are equipped to adhere to policies.
Simplified Procedures: We implement straightforward procedures for enforcing security policies, focusing on practical measures that are easy to understand and implement within our operational context.
Monitoring and Review: We regularly review and assess our security measures to identify any gaps or areas for improvement, ensuring our policies remain relevant and effective.
Vendor Management: If applicable, we ensure that third-party vendors or service providers adhere to security standards through contracts and agreements.

Operational security

Configuration and change management standard: Supplier-defined controls
Configuration and change management approach: We employ a streamlined configuration and change management approach to ensure the integrity and security of our services:

Tracking Components: We utilize a centralized system to track the lifecycle of service components, including version control and documentation of changes.
Security Impact Assessment: Changes undergo rigorous assessment for potential security impacts before implementation. This includes vulnerability scanning, risk analysis, and adherence to security best practices to mitigate any potential risks associated with changes.
Vulnerability management type: Supplier-defined controls
Vulnerability management approach: Our vulnerability management process ensures proactive identification and mitigation of potential threats:

Threat Assessment: We conduct regular vulnerability scans and risk assessments to identify potential threats to our services.
Patch Deployment: Patches and updates are deployed promptly upon release, prioritizing critical vulnerabilities to minimize exposure.
Information Sources: We rely on reputable sources such as security advisories from vendors, industry-specific threat intelligence feeds, and security communities to stay informed about potential threats and vulnerabilities.
Protective monitoring type: Supplier-defined controls
Protective monitoring approach: Our protective monitoring processes ensure swift detection and response to potential compromises:

Identification: We employ real-time monitoring tools to detect suspicious activities, unauthorized access attempts, and anomalous behavior.
Response: Upon identifying a potential compromise, we initiate incident response procedures, including containment, investigation, and remediation.
Response Time: We prioritize rapid response to incidents, aiming to mitigate risks and minimize impact within minutes or hours, depending on the severity of the compromise.
Incident management type: Supplier-defined controls
Incident management approach: Our incident management approach encompasses pre-defined processes for common events, ensuring swift and effective response:

Pre-defined Processes: We have established procedures for common incidents, outlining steps for containment, investigation, and resolution.
Incident Reporting: Users report incidents through designated channels, including email, phone, or an online reporting portal.
Incident Reports: We provide incident reports to affected users promptly, detailing the nature of the incident, actions taken, and preventive measures. Reports are communicated through email notifications or posted on a dedicated incident management portal.

Secure development

Approach to secure software development best practice: Supplier-defined process

Public sector networks

Connection to public sector networks: No

Social Value

Fighting climate change
Covid-19 recovery
Tackling economic inequality
Equal opportunity
Wellbeing

Fighting climate change

Our service prioritizes energy efficiency and sustainability, reducing carbon footprint and environmental impact through cloud-based solutions that minimize hardware requirements and energy consumption.

Covid-19 recovery

We support Covid-19 recovery efforts by providing remote working solutions and digital automation tools that enhance operational resilience, facilitate remote collaboration, and streamline processes for public sector organizations adapting to new ways of working.

Tackling economic inequality

Our service promotes economic inclusion by offering affordable, scalable solutions that enable smaller organizations and underserved communities to access advanced technology capabilities, fostering economic growth and reducing inequality.

Equal opportunity

We champion diversity and inclusion in our workforce and partnerships, ensuring equal opportunities for all individuals regardless of background, gender, ethnicity, or socioeconomic status.

Wellbeing

Our service prioritizes user experience and accessibility, promoting employee wellbeing by reducing stress and improving work-life balance through intuitive interfaces, streamlined workflows, and support for flexible working arrangements.

Pricing

Price: £7,000 to £18,000 a licence a year
Discount for educational organisations: Yes
Free trial available: No

Robotic Process Automation (RPA) Solutions

Features

Benefits

Service documents

Framework

Service ID

Contact

Service scope

User support

Onboarding and offboarding

Using the service

Scaling

Analytics

Resellers

Staff security

Asset protection

Data importing and exporting

Data-in-transit protection

Availability and resilience

Identity and authentication

Audit information for users

Standards and certifications

Security governance

Operational security

Secure development

Public sector networks

Pricing

Service documents

Cookies on Digital Marketplace

Robotic Process Automation (RPA) Solutions

Features

Benefits

Pricing

Service documents

Framework

Service ID

Contact

Service scope

User support

Onboarding and offboarding

Using the service

Scaling

Analytics

Resellers

Staff security

Asset protection

Data importing and exporting

Data-in-transit protection

Availability and resilience

Identity and authentication

Audit information for users

Standards and certifications

Security governance

Operational security

Secure development

Public sector networks

Social Value

Pricing

Service documents