Telecetera Ltd

Connect

Businesses and Housing Associations use Connect to manage their mobile workforce. Back office users schedule jobs for property maintenance professionals to deliver. All information is digital, removing the need for paper forms and reports. ConnectServer runs in the cloud (Microsoft Azure).

Features

• Job scheduling
• Job tracking
• Map showing job locations
• Calendar of all jobs by type
• Timesheet built in
• Job sign off
• Reporting
• API to connect with systems
• Custom features can be developed
• Job templates can be tailored to need

Benefits

• Manage jobs from one application
• Go paperless
• Single instance of data
• Jobs sync between server and app in seconds
• App works 'offline' if no comms
• Interface with 3rd party business systems to fully integrate
• Get job sign off digitally
• Track assets via the use of barcodes

£40 a user a month

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  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 tenders@borwell.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 13

Service ID

141568641865690

Contact

Steve Borwell-Fox
01684 377980
tenders@borwell.com

Service scope

• Software add-on or extension: No
• Cloud deployment model:
  • Public cloud
  • Private cloud
• Service constraints: ConnectServer is hosted on Microsoft Azure; ConnectManager runs in any major web browser which is up to date, best on a Windows PC; ConnectMobile runs on Android. It does not run on iOS currently (see roadmap for 2022)
• System requirements:
  • Microsoft Azure
  • Windows 10
  • Android mobile phone

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Weekdays within 1 hour; Weekend support not available by default but can be arranged
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: None or don’t know
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: Web chat
• Web chat support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support accessibility standard: None or don’t know
• How the web chat support is accessible: We use a 3rd party Helpdesk application. We have been using this for a year and have had no accessibility issues with Customers and end users.
• Web chat accessibility testing: None
• Onsite support: Yes, at extra cost
• Support levels: Support is included for Customers.; An SLA can be provided to prospects.; Additional support can be provided at additional cost to normal support.; A support engineer is assigned to jobs via the Helpdesk system we use.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Training is provided in the ConnectServer price.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • Other
• Other documentation formats:
  • In app
  • PDF could be provided if needed
• End-of-contract data extraction: They will be provided with exports from the ConnectServer database.; We can provide support with ETL into their new system. A day rate fee will be made for this support.
• End-of-contract process: User licences include support and product updates.; Custom software, custom forms and templates and additional training are provided based on a day rate fee.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Chrome
• Application to install: Yes
• Compatible operating systems:
  • Android
  • Windows
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: The App part of the solution called ConnectMobile only runs on Android.
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: There is an API called ConnectXChange. Documentation can be made available to prospects.
• Accessibility standards: None or don’t know
• Description of accessibility: N/A
• Accessibility testing: N/A
• API: Yes
• What users can and can't do using the API: ConnectXChange is a comprehensive API. Interfacing is possible with many 3rd party COTS products.
• API documentation: Yes
• API documentation formats: Other
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: The product can be fully customised by separate apps and API calls.

Scaling

• Independence of resources: Microsoft Azure does this for us automatically.

Analytics

• Service usage metrics: No

Resellers

• Supplier type: Reseller providing extra features and support
• Organisation whose services are being resold: Telecetera Ltd

Staff security

• Staff security clearance: Conforms to BS7858:2019
• 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
• User control over data storage and processing locations: No
• Datacentre security standards: Managed by a third party
• Penetration testing frequency: At least every 6 months
• Penetration testing approach: ‘IT Health Check’ performed by a Tigerscheme qualified provider or a CREST-approved service provider
• Protecting data at rest: Physical access control, complying with CSA CCM v3.0
• Data sanitisation process: No
• Equipment disposal approach: A third-party destruction service

Data importing and exporting

• Data export approach: They ask us and we will do it for them.
• Data export formats: CSV
• Data import formats: CSV

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • Private network or public sector network
  • TLS (version 1.2 or above)
• Data protection within supplier network: TLS (version 1.2 or above)

Availability and resilience

• Guaranteed availability: An SLA will be provided covering availability.
• Approach to resilience: We use 3rd party hosting from Microsoft Azure to give Customers the resilience they need.
• Outage reporting: We will send out an e-shot to Customers if maintenance on the hosting services is planned.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Dedicated link (for example VPN)
  • Username or password
• Access restrictions in management interfaces and support channels: N/A
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • 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: 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

• ISO/IEC 27001 certification: No
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: No
• Other security certifications: Yes
• Any other security certifications:
  • IASME
  • CREST

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: No
• Security governance approach: We have ISO 9001 and aspire to obtain ISO 27001. At present, we have a number of policies and procedures around Information Assurance.
• Information security policies and processes: We have a number of these and they can be audited by your team if needed.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Our software development life cycle (SDLC) covers this. It can be provided to prospective Customers.; ; A penetration test is undertaken on the staging (test) server at regular intervals (< 6 months interval).
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: We run vulnerability scans on the staging server.
• Protective monitoring type: Undisclosed
• Protective monitoring approach: Vulnerability Scans are written up and remediations actioned internally.
• Incident management type: Undisclosed
• Incident management approach: There is an Incident Response Plan in place.; There is a Business Continuity Plan in place.

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

• Fighting climate change:

  Fighting climate change

  Our company has recently achieved the ISO 14001 Environmental Standard. This is just the start of our company's journey to reduce waste, reduce emissions and to encourage our customers, suppliers and employees to reduce their impact on the environment.

Pricing

• Price: £40 a user a month
• Discount for educational organisations: No
• Free trial available: No

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  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 tenders@borwell.com. Tell them what format you need. It will help if you say what assistive technology you use.