OneFile ILR

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: *OneFile eportfolio/learning hub - for the delivery of an apprenticeship

*OneFile Enrol - to be able to sign up apprentice electronically
Cloud deployment model: Public cloud
Service constraints: Planned maintenance is completed outside of normal working hours and 2 days notice will be provided for minimal downtime. Uptime is 99.99%
System requirements: Modern browser (IE 11+, Edge, Chrome etc) https://onefile.co.uk/browser-policy/

User support

Email or online ticketing support: Email or online ticketing
Support response times: SLA will be 12 working hours however, 90% of tickets are responded to within 4 hours.
User can manage status and priority of support tickets: No
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: Webb chat functionality is available to all customers via our customer support team, utilising a third party system (Freshworks) that is ISO 27001 compliant. On average over 200 Users per month are supported through the 'live chat' system.
Web chat accessibility testing: None
Onsite support: Yes, at extra cost
Support levels: We provide training for end users of OneFile ILR via Onboarding , but in addition to this:

Training for end users is from £770 (onsite) for a full day and from £120 for remote.

Premium support services may be purchased at an additional cost of £700/day.

We do not offer a technical account manager or a cloud support engineer.
Support available to third parties: Yes

Onboarding and offboarding

Getting started: *An allocated onboarding specialist will guide you through the process of setting up the system, feature set up and training. They will be your point of contact if additional support outside of normal tech support enquiry required. *Dedicated onboarding landing page which has user guides and videos to support the onboarding and ongoing process. *Knowledge library with a search function to help users find what they need support with quickly.
Service documentation: Yes
Documentation formats: HTML

PDF
End-of-contract data extraction: Customers can request a data dump if required for an additional cost at the end of their contract.
End-of-contract process: The price includes implementation and access to the cloud based software for any monthly submissions required to the ESFA. It includes as many users of the software as you require. It will also include hosting the data for any archived learners who are no longer on programme.

Price also includes software support by email/telephone for your users 9-5 UK time Monday-Fri excluding England bank holiday.

Onsite training will be an additional cost at £595 per day.
If you exceed the contracted live learners in the quarter then an overusage will be charged pro rata for the remainder of your contract.

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: The web application is a responsive application and typically provides the same functionality as a normal desktop browser depending on the mobile device/browser being used.
Service interface: No
User support accessibility: WCAG 2.1 A
API: Yes
What users can and can't do using the API: Development to other none OneFile products could be supported with agreement.

API usage is limited to 100 requests per minute.
API documentation: Yes
API documentation formats: Open API (also known as Swagger)

HTML
API sandbox or test environment: Yes
Customisation available: No

Scaling

Independence of resources: We have a production team who monitor systems, they identify any emerging performance issues and take action to ensure it does not escalate. We use rate limiting on APIs and we have fair usage policies in-place.

When we plan infrastructure changes, forecasting future growth with at least 3 years of user growth in mind.

Our data centre provider enables us to scale quickly should we require.

Analytics

Service usage metrics: No

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
User control over data storage and processing locations: No
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: Physical access control, complying with CSA CCM v3.0
Data sanitisation process: Yes
Data sanitisation type: Deleted data can’t be directly accessed
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: Users will export their data using CSV files
Data export formats: CSV

Other
Data import formats: CSV

Data-in-transit protection

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

IPsec or TLS VPN gateway

Availability and resilience

Guaranteed availability: Service Level Commitment a) The “Monthly Uptime Percentage” for the Services is calculated by the following formula: 𝑈𝑠𝑒𝑟 𝑀𝑖𝑛𝑢𝑡𝑒𝑠 − 𝐷𝑜𝑤𝑛𝑡𝑖𝑚𝑒/𝑈𝑠𝑒𝑟 𝑀𝑖𝑛𝑢𝑡𝑒𝑠 𝑥 100 where Downtime is measured in user-minutes; that is, for each month, Downtime is the sum of the length (in minutes) of each Incident that occurs during Normal Business Hours that month multiplied by the number of Contracted User Subscriptions impacted by that Incident. b) If the Monthly Uptime Percentage falls below 99.93% for any given month, the Customer will be eligible for the following Service Credit: Monthly Uptime Percentage Service Credit < 99.93% 6 hours < 99.86% 12 hours < 99.79% 18 hours < 99.72% 24 hours 3. Service Credit Claim a) The Customer must submit a claim to the Supplier that includes: (i) a detailed description of the Incident; (ii) information regarding the duration of the Downtime; (iii) the number and location(s) of affected users (if applicable); and (iv) descriptions of attempts to resolve the Incident at the time of occurrence. b) The Supplier will issue the Customer with a Credit Note to the value of 1/365th of the Applicable
Approach to resilience: We use 2 Microsoft Azures data centres (UK South and UK West).
The data centres operate with independent power and networking supplied to their data centres and maintain numerous independent certifications covering the breadth of security.
When setting up our environments in the data centres where possible we use at least the local features to minimise the risk of a local failure, combined with our own processes to backup data to another data centre. In some situations we use some of the Zone Redundancy Features where the protection mechanisms meet our requirements. We load balance users over several servers and also have the ability to increase server resources on demand to accommodate higher demand that may not have been anticipated - we operate with sufficient "headroom" to easily handle more usage than the peak usage we estimate.

The DR site has a SQL server constantly restoring configured to achieve our Recovery Point Objective (RPO) of 30 minutes and we have alerts for if there are issues with this. Our Business Continuity plans are designed with a target RTO of 30 minutes, if management choose this course of action needs to be taken.
Outage reporting: Website - this is kept on a completely separate infrastructure operated by a third party in-order to be-able to communicate in the event our infrastructure is unavailable.
Support system - this is also managed by an independent third party enabling to communicate in the event our infrastructure is unavailable.
Twitter
Email announcements
Public dashboard - we have a status page

Identity and authentication

User authentication needed: Yes
User authentication: Identity federation with existing provider (for example Google Apps)

Username or password
Access restrictions in management interfaces and support channels: Each user role has defined permissions based on what information is required for them to fulfil their role. These can vary from full access, partial access, read only access or no access.

If the user does not have the user login for a specific role they are unable to access the information or reports.

Users can only access learner data for learners they are responsible for.
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 have access to real-time 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 6 months and 12 months

Standards and certifications

ISO/IEC 27001 certification: Yes
Who accredited the ISO/IEC 27001: Centre for Assessment
ISO/IEC 27001 accreditation date: 13/11/2023
What the ISO/IEC 27001 doesn’t cover: Nothing is out-of-scope, our statement of applicability covers our entire organisation.
ISO 28000:2007 certification: No
CSA STAR certification: No
PCI certification: No
Cyber essentials: Yes
Cyber essentials plus: Yes
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

Other
Other security governance standards: Cyber Essential Plus
Information security policies and processes: Our ISO27001 covers our entire organisation and within this we have policies and processes covering
* Asset management
* Access Management
* Communications Security
* Physical and Environmental Security
* Operations Security
* Cryptography
* Supplier Relationships
* System Acquisition, Development and Maintenance
* Human Resource Security
* Security Event and Incident Management
* Legal Compliance
* Business Continuity

The ISMS rep hold monthly security forum meeting with a designated security team, that includes members of the Senior Leadership Team (SLT)

We ensure policies are followed through
* Staff sign an information security agreement
* Awareness training when staff join
* On going programme of awareness and annual training programmes
* Internal audits (ISO9001 and ISO27001) to identify policy and process breaches
* Logging of policies breaches with actions taken
* HR actions taken against serious breaches or repeat breaches

Operational security

Configuration and change management standard: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Configuration and change management approach: Within our ISO27001:2013 we define configuration and change management Policies, Processes and Procedures.

Changes to our products go through change management covering planning through to deployment with reviews performed indepedent of the implementing team, and quality checks from the QA team, before sign-off from stakeholders and deployment of the change with an individual taking responsibility for deploying the change and post-implementation monitoring and review.

Infrastructure and organisational changes also go through similar change management to ensure that changes are planned, communicated, implemented and then their effectiveness reviewed.
Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach: Within our ISO27001 we define vulnerability management Policies, Processes and Procedures this includes ensuring that authoritative sources are monitored daily for new security threats.

Emerging security threats which are relevant are logged and risk assessed. Where a recognised security threat exists which we are vulnerable to, we look for a resolution as a priority however sometimes it is necessary to apply mitigation due to the lack of availability of a resolution.

In either case the risk mitigation/resolution steps are implemented as soon as possible with the changes deployed through the change management processes.
Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach: Within our ISO27001 we have a Monitoring Policy with supporting processes and procedures, these describe Protective Monitoring and Performance/Capacity Management Monitoring.

Protective Monitoring is achieved through a combination of systems including user event logging within our software products, aggregation and alerts from the SIEM gathering various log sources (web server error logs, OS events on systems, Firewall event logs etc)

Some of these systems are monitored in realtime by our Production Team with alerts and dashboards, whilst others are reviewed at the end of each month when creating summary reports.

Potential incidents are investigated as the highest priority.
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: Within our ISO27001 we have our Security Incidents Policy. All staff are expected to report suspicious activity to the Production Team and/or Management. Users can report via Tech Support or their Centre Manager.

Suspected incidents are investigated as highest priority, where validated the incident goes through incident management, where the incident relates to customers (such as availability, integrity or confidentiality of services and data) then customer facing staff are informed of the incident and risk/impact. Customer nominated contacts receive communication explaining the incident as well as service announcements being made through our products.

Secure development

Approach to secure software development best practice: Independent review of processes (for example CESG CPA Build Standard, ISO/IEC 27034, ISO/IEC 27001 or CSA CCM v3.0)

Public sector networks

Connection to public sector networks: No

Social Value

Equal opportunity
Wellbeing

Equal opportunity

OneFile maintains strong roots within the Greater Manchester region, having begun in a house in Burnage, relocating to Newton Heath, the Arndale Centre and now Corner Block at the heart of Deansgate.

OneFile have continually supported projects and utilise internal marketing and operational strategies for charities to help secure their future. As well as supporting local projects such as The Moston Brook Project (www.friendsofbroadhurst.org.uk/home-page/moston-brook-project) - enabling access to nature and green space, partnering with Tameside Council to support young people during half term with coding ‘Hackathons’ and forging close links with Levenshulme all-girls school, providing ongoing access to work experience for several years now and will continue to provide careers advice and guidance.

OneFile are a value driven organisation and through these values provide each employee with a ‘volunteer day’ to provide their time to a charity/project enabling OneFile to support others in need of advice, guidance and direction. OneFile are a living wage employer and support employees wellbeing in a variety of ways; a designated team embracing diversity, equality and Inclusion across the business, hybrid operating and “OneFile in Nature” where all employees are encouraged to spend time each day outside.

Wellbeing

OneFile maintains strong roots within the Greater Manchester region, having begun in a house in Burnage, relocating to Newton Heath, the Arndale Centre and now Corner Block at the heart of Deansgate.

OneFile have continually supported projects and utilise internal marketing and operational strategies for charities to help secure their future. As well as supporting local projects such as The Moston Brook Project (www.friendsofbroadhurst.org.uk/home-page/moston-brook-project) - enabling access to nature and green space, partnering with Tameside Council to support young people during half term with coding ‘Hackathons’ and forging close links with Levenshulme all-girls school, providing ongoing access to work experience for several years now and will continue to provide careers advice and guidance.

OneFile are a value driven organisation and through these values provide each employee with a ‘volunteer day’ to provide their time to a charity/project enabling OneFile to support others in need of advice, guidance and direction. OneFile are a living wage employer and support employees wellbeing in a variety of ways; a designated team embracing diversity, equality and Inclusion across the business, hybrid operating and “OneFile in Nature” where all employees are encouraged to spend time each day outside.

Pricing

Price: £28 to £38 a unit
Discount for educational organisations: No
Free trial available: No

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

OneFile ILR

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