BLUESTONEX CONSULTING LIMITED

SupportX - Helpdesk Ticketing Application

SupportX gives complete control over support calls & development requests. Raise & update tickets and keep track of them in a powerful reporting application. Manage users, clients and projects, with complete control over access to raise requests, update requests and which projects users interact with.

Features

• Control over your support process
• Monitor and Action your incidents from anywhere.
• Define SLA's for support priorities.
• Assign agents real time and assign tasks.

Benefits

• Reduction in manual keying and validation of data.
• Improve Efficiency via intelligent workflow.
• Analyse your support tickets real time.
• Control your projects.

£2,000 a licence a month

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

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 richard.henry@bluestonex.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

141170217454748

Contact

Richard Henry
+44 7714775537
richard.henry@bluestonex.com

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: SupportX can be linked to other systems like Service Now if required for particular service/incident calls.
• Cloud deployment model: Private cloud
• Service constraints: None
• System requirements: Must be accessed via a Browser or Mobile Client

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Our SLAs for enquiries are as follows:; ; Enquiry - response 8 hours
• 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: No
• Onsite support: Yes, at extra cost
• Support levels: Severity Response Time (Primary support period) Resolution Time; 1 30 Mins 4 hours; 2 2 hours 8 hours; 3 5 hours 3 Business Day; 4 1 Business Day 10 Business Days
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Bluestonex provide user guides, remote training and onsite if requested by the customer.
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: We offer this service to users. When a user raises a ticket in the support portal it is actioned.
• End-of-contract process: Once end of contract terminates then customer no longer has use of the software but will have their data provided to them.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • Microsoft Edge
  • Chrome
  • Safari
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: Purely UI layout. Our User Interface (UI) is responsive across all devices using SAPUI5 technology.
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: We can integrate Business partner experience data captured from the portal to other systems. Information can be sent from SAP systems to the portal and from the portal to SAP systems. We also have integration with Service Now and SalesForce.
• Accessibility standards: None or don’t know
• Description of accessibility: Users first have to be asked to register, then register (with 2factor authentication) and add their company details. The details of the customer/supplier are then reviewed by the requestor and once approved (or rejected) can flow into the business system via the service.
• Accessibility testing: Full unit testing, system integration testing and user acceptance testing have been completed by end users and relevant end user companies.
• API: Yes
• What users can and can't do using the API: User has to call the authentication API first for authentication token and can call the BPX APIs to complete actions(register, on board, create 'Change CR' or data sync between Master data tool and BPX by passing the authentication token).
• API documentation: No
• API sandbox or test environment: Yes
• Customisation available: No

Scaling

• Independence of resources: The software is scalable and all micro services can be flexed (e.g increase capacity units / memory / bandwidth)

Analytics

• Service usage metrics: Yes
• Metrics types: Usage by service over time.
• Reporting types:
  • API access
  • Reports on request

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• 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: 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 CHECK service provider
• Protecting data at rest: Physical access control, complying with another standard
• Data sanitisation process: Yes
• Data sanitisation type: Explicit overwriting of storage before reallocation
• 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: Ticket is logged on support portal and data will be provided in relevant CSV format.
• Data export formats: CSV
• Data import formats: CSV

Data-in-transit protection

• Data protection between buyer and supplier networks: Legacy SSL and TLS (under version 1.2)
• Data protection within supplier network: Legacy SSL and TLS (under version 1.2)

Availability and resilience

• Guaranteed availability: Availability is 99.5%
• Approach to resilience: Our software resides on different hyper scalers (which the customer can choose from) across different regions. Not only is there resilience within the hyperscalers (e.g. AWS) we also have internal services switching regions/hyper scaler in the event of disruption to services.
• Outage reporting: Public dashboard and email alerts which customers can subscribe to.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Username or password
• Access restrictions in management interfaces and support channels: User roles are assigned which restricts access.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • 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: Between 1 month and 6 months
• Access to supplier activity audit information: Users contact the support team to get audit information
• How long supplier audit data is stored for: Between 1 month and 6 months
• How long system logs are stored for: Between 1 month and 6 months

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: Yes
• Security governance standards: ISO/IEC 27001
• Information security policies and processes: https://www.sap.com/uk/about/trust-center/certification-compliance.html

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: All changes typically follow a change authorisation board which clients are fully involved in. All changes in applications are tracked via GIT repository.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: The service provides a holistic, risk-based approach to security and a comprehensive and measurable set of information security management practices.
• Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Protective monitoring approach: This solution addresses global data protection regulations in order to provide enterprise customers with data monitoring across cloud environments. SOC2 reports fulfil various information and assurance needs for customers and aim to enhance trust in SAPs service organisation systems, processes and controls.
• Incident management type: Supplier-defined controls
• Incident management approach: We have predefined processes in place for each customer as part of our service. Users can log incidents via our portal, email or phone. Incident updates are available online via the portal and are sent out monthly.

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

Social Value

• Social Value:

  Social Value

  • Tackling economic inequality
  • Equal opportunity

  Tackling economic inequality

  At Bluestonex, we believe in the power of giving back to the community that has nurtured us. We understand that our success is intertwined with the well-being of our community, and we are committed to making a positive impact on it. Our commitment to community support is not just a corporate responsibility; it’s a core part of our identity. We actively seek opportunities to contribute to our local community, particularly through the sponsorship of children’s sports. We believe that sports play a crucial role in children’s development, teaching them valuable life skills such as teamwork, discipline, and perseverance. In 2024, our commitment to community support has manifested in the form of sponsoring a junior football team. This sponsorship is not just about providing financial support; it’s about investing in the future of our community. By sponsoring the junior football team, we are helping to provide the children with opportunities to learn, grow, and excel both on and off the field. We are proud to support a sport that brings people together and fosters a sense of community. Football is more than just a game; it’s a platform for instilling values, building character, and creating lasting memories. Through our sponsorship, we hope to inspire the children to pursue their passions, strive for excellence, and believe in their potential.

  Equal opportunity

  At Bluestonex, we are deeply committed to fostering an inclusive and diverse technology industry. We firmly believe that everyone, regardless of their background, should have access to the opportunities that this dynamic field offers. To this end, we have established a partnership with a local school to provide work experience placements for students. These placements are not just about gaining exposure to the tech industry; they are about empowering the next generation of tech leaders. We have designed our work environment to be welcoming and supportive to all students, irrespective of their socio-economic, cultural, or personal backgrounds. We believe that diversity is our strength and that it fuels innovation and creativity. Moreover, we recognize and value neurodiversity. We understand that individuals with neurodiverse challenges bring unique perspectives and strengths that can greatly contribute to our organization and the tech industry as a whole. We strive to create a work environment where neurodiverse individuals can thrive and reach their full potential. In our commitment to inclusivity, we continuously work towards eliminating any barriers that might hinder anyone from pursuing a career in technology. We are dedicated to creating a culture of acceptance and understanding, where everyone feels valued and respected. Through our partnership with the local school, we aim to inspire students and provide them with valuable insights into the tech industry. We hope that this experience will ignite their passion for technology and encourage them to consider a career in this field. In conclusion, at Bluestonex, we are not just building a diverse workforce; we are shaping the future of the technology industry. We are proud to play a part in paving the way for a more inclusive and diverse tech industry. We believe that our efforts today will lead to a more equitable and innovative tech industry of tomorrow.

Pricing

• Price: £2,000 a licence a month
• Discount for educational organisations: No
• Free trial available: No

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

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 richard.henry@bluestonex.com. Tell them what format you need. It will help if you say what assistive technology you use.