Business Intelligence, Analytics & Artificial Intelligence

Service scope

Software add-on or extension: No
Cloud deployment model: Public cloud

Private cloud

Hybrid cloud
Service constraints: No
System requirements: System Requirements varies for each solution and is

Dependent on the Data and Analytics product selected.

User support

Email or online ticketing support: Email or online ticketing
Support response times: Weekdays
09:00-17:00 Response Time in 1 hour

Bank Holidays inc Weekends
10:00-16:00 Response Time in 24-hour

Tickets are responded to on a priority basis. We aim to respond to ALL initial questions within 1 hour during normal business hours and High Severity tickets will be answered 24/7
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: No
Onsite support: Yes, at extra cost
Support levels: We do the analysis of the ticket and based on the complexity of the system, work on the SLAs with the client . The standard agreement in place is:

Priority 1
We will acknowledge the issue within 1 working hour and provide a response including an action plan for resolution or cause within 8 working hours.

Priority 2
We will acknowledge the issue within 4 working hours and provide a response including an action plan for resolution or cause within 10 working hours.

Priority 3
We will respond within 1 working day and will aim to provide a fix within 5 working days of the incident being reported.

Priority 4
Where applicable, we will provide a solution as part of the next release.
Support available to third parties: Yes

Onboarding and offboarding

Getting started: To help users get started using our service, we provide a range of resources and support tailored to their needs and level of expertise. By offering a combination of documentation, tutorials, guides, demos, community support, technical assistance, and training programs, we ensure that users have all the resources they need to start using our service confidently and successfully.
Service documentation: Yes
Documentation formats: HTML

PDF
End-of-contract data extraction: We provide users with multiple options for exporting their data from our service. This may include downloadable backups, export functionalities within the user interface, or APIs that allow users to programmatically retrieve their data.
End-of-contract process: At the end of the contract, both parties review terms and conditions, with potential notification of termination. Users are offered options to back up and export their data, ensuring seamless migration if needed. Data ownership stays with the client.

Resources are also provisioned within our service are deactivated, and user data is securely deleted in compliance with regulations. Accounts associated with the contract are closed, maintaining security. User feedback is welcomed for service improvement. Users may opt to renew their contract or permanently close their account. Throughout, we prioritize user satisfaction, compliance, and transparent communication to ensure a smooth transition and positive experience.

Using the service

Web browser interface: Yes
Supported browsers: Internet Explorer 11

Microsoft Edge

Firefox

Chrome
Application to install: No
Designed for use on mobile devices: Yes
Differences between the mobile and desktop service: Differences are as per the standard features provided by Product vendors
Service interface: Yes
User support accessibility: WCAG 2.1 AA or EN 301 549
Description of service interface: Service Interface is as per the the standard interface provided by Product Vendors
Accessibility standards: WCAG 2.1 AA or EN 301 549
Accessibility testing: Not applicable
API: Yes
What users can and can't do using the API: API is as per standard API provided by product vendor
Setup, changes and limitations are on the API services differ as per the technical architecture definition for the clients. The configuration of packaged products are as per API guidelines provided by Product vendors.
API documentation: Yes
API documentation formats: HTML

PDF
API sandbox or test environment: Yes
Customisation available: Yes
Description of customisation: Customisation features as requested by users are supported by product vendors where available.

Scaling

Independence of resources: We ensure user experience by employing scalable infrastructure and load-balancing techniques. Our system dynamically allocates resources to handle fluctuating demands, preventing slowdowns or disruptions. Additionally, we implement proactive monitoring to detect and mitigate performance issues in real-time, ensuring uninterrupted access to our services for all users.

Analytics

Service usage metrics: Yes
Metrics types: At Arx Tech, it's crucial to provide clear and measurable service metrics to demonstrate the value and effectiveness of our solutions. Here are some service metrics we offer:

• Data Accuracy
• Turnaround Time
• Error Rate
• Automation Rate
• Insight Adoption
• Predictive Accuracy
• Dashboard Engagement
• Cost Savings
• Compliance Adherence
• Customer Satisfaction
Reporting types: API access

Real-time dashboards

Regular reports

Reports on request

Resellers

Supplier type: Reseller (no extras)
Organisation whose services are being resold: Microsoft,Amazon,Google

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

European Economic Area (EEA)
User control over data storage and processing locations: Yes
Datacentre security standards: Managed by a third party
Penetration testing frequency: At least every 6 months
Penetration testing approach: Another external penetration testing organisation
Protecting data at rest: Physical access control, complying with another standard

Encryption of all physical media
Data sanitisation process: Yes
Data sanitisation type: Deleted data can’t be directly accessed
Equipment disposal approach: In-house destruction process

Data importing and exporting

Data export approach: Data can be extracted in databases, file systems, csv files, PDFs , Big Data and cloud environments and Reports and Dashboards as needed .
Data export formats: CSV

Other
Other data export formats: PDF

Databases

Filesystems
Data import formats: CSV

Other
Other data import formats: PDF

Databases

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: NA
Approach to resilience: Its available on request
Outage reporting: Support tickets in email, SMS messages, on social media public announcements or on real-time dashboards

Identity and authentication

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

Public key authentication (including by TLS client certificate)

Dedicated link (for example VPN)

Username or password
Access restrictions in management interfaces and support channels: 1-Role-Based Access Control (RBAC) 2-Multi-Factor Authentication (MFA) 3-Conditional Access Policies 4-Privileged Identity Management (PIM) By leveraging these access control mechanisms
Access restriction testing frequency: At least every 6 months
Management access authentication: 2-factor authentication

Public key authentication (including by TLS client certificate)

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: Yes
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: Our security governance approach centers on proactive risk management, clear policies, compliance with regulations, and robust controls. We deploy access management, encryption, and monitoring tools while providing continuous security awareness training. Incident response plans ensure swift detection, containment, and recovery from security incidents. Regular audits and reviews drive continuous improvement, adapting to evolving threats and technologies. By fostering a culture of security awareness and accountability, we prioritize the confidentiality, integrity, and availability of our systems and data, maintaining trust and confidence with our customers, partners, and stakeholders.
Information security policies and processes: 1.Data Classification and Handling: Policies define the classification of data based on sensitivity and prescribe appropriate handling procedures for each classification level, ensuring confidentiality, integrity, and availability. 2.Access Control: We enforce strict access control policies, employing principles of least privilege and role-based access control (RBAC) to limit access to authorized personnel only. Multi-factor authentication (MFA) is required for accessing sensitive systems and data. 3.Encryption: Data encryption policies mandate the use of encryption mechanisms to protect data at rest and in transit. Encryption is applied to sensitive data, communication channels, and storage systems to prevent unauthorized access and data breaches. 4.Incident Response: We have established incident response policies and procedures to detect, respond to, and recover from security incidents and breaches promptly. Incident response teams are trained and equipped to mitigate the impact of incidents and restore normal operations. 5.Security Awareness and Training: Policies require regular security awareness training for employees, contractors, and stakeholders to educate them about security risks, best practices, and compliance requirements. 6.Compliance and Regulatory Requirements: We ensure compliance with relevant laws, regulations, and industry standards, such as GDPR, HIPAA, PCI DSS, ISO 27001, and others applicable to our industry and geographic location.

Operational security

Configuration and change management standard: Supplier-defined controls
Configuration and change management approach: Our configuration and change management processes involve meticulous tracking of service components throughout their lifecycle, documented baselines, and version control. Changes undergo rigorous review, testing, and approval procedures, with rollback plans in place. Security impact assessments evaluate changes for potential security risks, including vulnerability scanning, penetration testing, and risk analysis. Security controls are implemented to mitigate identified risks, ensuring the stability, security, and reliability of our services while minimizing disruptions and maintaining compliance with regulatory requirements.
Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach: We employ a comprehensive vulnerability management process. Regular security assessments identify potential threats to our services. We prioritise patches based on severity and deploy them swiftly to mitigate risks. Our information sources include security advisories, threat intelligence feeds, and collaboration with cybersecurity experts. This proactive approach ensures oursolutions remain resilient against emerging threats, safeguarding sensitive data and maintaining service continuity.
Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach: We employ continuous protective monitoring to safeguard against potential compromises. Our systems identify unusual activities, indicating potential breaches. Upon detection, our dedicated security team swiftly investigates and implements appropriate response measures, such as isolating affected areas and patching vulnerabilities. We prioritise rapid incident response, aiming to mitigate threats within minutes to minimize impact. Our robust protective monitoring approach ensures proactive threat detection and swift, effective responses to safeguard sensitive healthcare data and maintain service integrity.
Incident management type: Conforms to a recognised standard, for example, CSA CCM v3.0 or ISO/IEC 27035:2011 or SSAE-16 / ISAE 3402
Incident management approach: We employ pre-defined incident management processes for common events, ensuring swift resolution. Users report incidents through our dedicated support portal or email, with clear instructions for escalation if needed. We provide timely incident reports via email notifications or within our platform, detailing the issue, its impact, and steps taken for resolution. Our transparent communication and proactive approach ensure users are informed throughout the incident lifecycle, fostering trust and confidence in our services.

Secure development

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

Public sector networks

Connection to public sector networks: No

Social Value

Equal opportunity

Our company is committed to fostering an inclusive environment where equal opportunity is not only valued but actively promoted. We recognize the importance of diversity and strive to create a workplace where all individuals, regardless of race, gender, ethnicity, religion, sexual orientation, disability, or other characteristics, have equal access to opportunities for growth, development, and advancement. In practice, this commitment to equal opportunity social value is reflected in various aspects of our operations: Recruitment and Hiring: We ensure that our recruitment processes are fair and unbiased, actively seeking candidates from diverse backgrounds and providing equal consideration to all applicants. Training and Development: We offer training and development opportunities to all employees, focusing on building inclusive leadership skills, cultural competence, and awareness of unconscious bias. Promotion and Advancement: We promote a merit-based culture where promotions and advancement opportunities are based on performance, skills, and qualifications, rather than personal characteristics. Workplace Policies and Practices: We have policies and practices in place to prevent discrimination, harassment, and bias in the workplace, and we provide channels for employees to report any concerns they may have. Supplier Diversity: We actively seek to engage suppliers and partners from diverse backgrounds, including minority-owned, women-owned, and small businesses, to promote economic inclusion and support underrepresented communities. By embracing equal opportunity as a core social value, we not only create a more equitable and inclusive workplace but also strengthen our business by leveraging the diverse perspectives, talents, and experiences of our employees and partners.

Pricing

Price: £345 to £1,200 a unit
Discount for educational organisations: Yes
Free trial available: No

Business Intelligence, Analytics & Artificial Intelligence

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

Business Intelligence, Analytics & Artificial Intelligence

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