Digital Assessment Platform - WISEflow

Service scope

Software add-on or extension: No
Cloud deployment model: Private cloud
Service constraints: The service is continually monitored through www.status.wiseflow.net and planned maintenance is only scheduled for two releases a year with no service disruption.
System requirements: Supports the last three editions of Windows

Supports the last three versions Mac OS X

Supports Respondus LockDown browser for Windows 10, 8 and 7

Supports Respondus LockDown browser for MacOS and OS X

Supports Respondus LockDown browser for iPads iOS 10.00+

Supports two latest versions; Chrome, Safari, Firefox, Opera, Edge

Supports BYOD and institutions' own managed devices and PC's

Support for mixed offline and online delivery and marking

Workflow support for most common marking schemes in the UK

User support

Email or online ticketing support: Email or online ticketing
Support response times: Response times are 8am-5pm UK time on working days for functional and incident queries and 24/7 for critical incidents. There is always a DevOps contact on call.
User can manage status and priority of support tickets: Yes
Online ticketing support accessibility: WCAG 2.1 AA or EN 301 549
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: WCAG 2.1 AA or EN 301 549
Web chat accessibility testing: UNIwise utilise Zendesk for web chat. Zendesk does voluntary auditing to the WCAG standards and follows WCAG 2.1 AA where applicable.
Onsite support: Yes, at extra cost
Support levels: WISEflow’s Service Management is based on ITIL v. 2 in regard to Incident, Problem, Change and Release management. In connection with operations, UNIwise is responsible for second level support for the entire solution and subsequent error corrections performed by subcontractors.

WISEflow has an integrated support centre which is updated continuously. Through the support center users can:
- report errors, problems, or irregularities
- find answers to problems that have already been solved
- find best practices and guides
- view the status of reported requests or inconveniences

UNIwise offers Technical Support for the institution’s appointed contacts as follows:

Support Desk (phone): GMT 9.00 – 17.00 (Friday 8.30 - 16:00)
Support Desk (email): GMT 9.00 – 17.00 (Friday 8.30 - 16:00)
Support Desk (live chat): GMT 8.00 – 17.00 (Friday 8.30 - 16:00)
Emergency Phone (A & B incidents outside of office hours): CET 17.00 – 08.00

The UK support team is situated in Manchester. Additional on-the-ground support staff are located in Denmark, Norway and Sweden.

The support described will be included with the license costs.
Support available to third parties: Yes

Onboarding and offboarding

Getting started: UNIwise employs comprehensive processes to onboard customers, whether in a pilot or major roll out of our solution. We deliver these processes using Prince II methodology and our implementation consultants have all worked within a Higher Education exams or learning technology capacity ensuring customers benefit from real experience.
During the planning stage, our team of consultants will support customers to identify project structure/stakeholder roles, key objectives & success criteria including timelines and guide on any integration aspirations.
Once a project has started and the customer is in the onboarding phase, we configure our solution for a perfect organisational fit and commence user training in line with an agreed schedule.
Our Training is supported by extensive online support materials and access to our support team in the UK as well as providing customers with access to user groups, best practice communities and conferences.
During the lifetime of the project, we facilitate regular project meetings with customers to ensure that their objectives are being met and the master plan can be tailored if required.
In the final transition phase, we support the evaluation of the project and prepare the customer for further roll out with the support of a dedicated Account Manager.
Service documentation: Yes
Documentation formats: HTML

ODF

PDF
End-of-contract data extraction: Data extraction or deletion is included in the Service Level Agreement at no additional cost.
End-of-contract process: Included is a full data extract and deletion of the institution's data if they so desire.

Using the service

Web browser interface: Yes
Supported browsers: Microsoft Edge

Firefox

Chrome

Safari

Opera
Application to install: No
Designed for use on mobile devices: Yes
Differences between the mobile and desktop service: WISEflow has a responsive design carried out through HTML5 so there are no differences between the desktop and mobile services. Students can access their assessment player through a mobile or desktop device and academics and teachers can give feedback, marks and grades utilising either a mobile device or a desktop/laptop regardless.
Service interface: No
User support accessibility: WCAG 2.1 AA or EN 301 549
API: Yes
What users can and can't do using the API: WISEflow exposes a full suite of REST endpoints for pushing data into WISEflow, fetching data from WISEflow and controlling the state of users and flows. Furthermore it provides Webhooks whereby you can subscribe to real-time changes on key actions.

https://europe-apidocs.wiseflow.net/#
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: Logos and roles in WISEflow can all be customised. The license administrator can customise the support site to carry the institutions own 1. level support contact information.
The institution will connect to WISEflow through a customised URL. Customers can also customise WISEflow system event email notifications as well a range of other assessment related settings.

Scaling

Independence of resources: WISEflow is built on a highly scalable architecture, with thorough use of caching of both files and database objects, which makes malicious attacks harder and less severe, while it demands a much more complex attack structure to affect the core system. All pages displayed before login are static and do not affect the databases if set under heavy bombardment from swarms or botnets, thus making it very hard to put WISEflow out of service.

Analytics

Service usage metrics: Yes
Metrics types: Through an online real-time dashboard accessibly directly in the solution.
Reporting types: Real-time dashboards

Resellers

Supplier type: Not a reseller

Staff security

Staff security clearance: Other security clearance
Government security clearance: None

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: No
Datacentre security standards: Complies with a recognised standard (for example CSA CCM version 3.0)
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 SSAE-16 / ISAE 3402

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: Complying with a recognised standard, for example CSA CCM v.30, CAS (Sanitisation) or ISO/IEC 27001

Data importing and exporting

Data export approach: All data can be exported in .csv files.
Data export formats: CSV

Other
Other data export formats: .json

.xls

.pdf
Data import formats: CSV

Other
Other data import formats: .json

QTI formats

.xls

.pdf

.mp4 and video formats

.mp3 and audio formats

Students can hand in materials in their own desired formats

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)

Availability and resilience

Guaranteed availability: 99.90, assured by independent validation of assertion
Approach to resilience: Available on request
Outage reporting: WISEflow has a public dashboard with current uptimes or outages.
In potential outage all customers are given email alerts when an outage is discovered and when the service is back in full operation again.

Identity and authentication

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

Username or password

Other
Other user authentication: Users are authenticated either through Shibboleth SSO under the eduGain federation with the multifactor authentication required by their institution. Users can also be generated in the system with their email as username and a self-defined password as well as with a timed access token link as well Microsoft Azure login.
Access restrictions in management interfaces and support channels: Restricted to license administrators.
Access restriction testing frequency: At least every 6 months
Management access authentication: 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 have access to real-time audit information
How long user audit data is stored for: At least 12 months
Access to supplier activity audit information: Users contact the support team to get audit information
How long supplier audit data is stored for: At least 12 months
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: No
Cyber essentials plus: No
Other security certifications: Yes
Any other security certifications: ISAE 3402

ISAE 3000

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: UNIwise complies with ISO 27000 and ISAE 3000 family standards.
Information security policies and processes: UNIwise commits itself to yearly ISAE 3402 audits moving forward.

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: WISEflow uses a procedure for versioning that follows a branching model based on the Gitflow model. This secures correct versioning of code in regards to features, releases and hotfixes, consistency of deployed versions of WISEflow on different environments and that the underlying server setup follows the code version of WISEflow in supportive manner.
Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach: When developing new features or offering new services in regards to WISEflow, it is important that IT security and related risks are addressed. This should be done when new developed solutions are scoped and determined, according to the procedure for product development, or when new services is sanctioned by management. All new (or heightened existing risk as consequence of new development or service) must be documented in risk log, presented for and sanctioned by management. The risk log must be revised periodically, and at least once a year, in order to secure its correct state of WISEflow and its effectiveness.
Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach: An incident submitted by a customer starts the IM-flow. Because we only do Second Level Support it is only the Customer's designated Licence administrator who is allowed to contact the UNIwise Customer Service. The Support team follows the ITEL description. This description is used to make sure that the team answer the customers within a recent and the expected time. Moreover, the description ensures the Support team and the customer have matching expectations about the processing time on the incident. Each category has a description, an example, response time, internal escalation, and external escalation which needs to be followed.
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: WISEflow’s Service Management is based on ITIL v. 2 in regards to Incident, Problem, Change and Release management. In connection with operations, UNIwise is responsible for second level support for the entire solution and subsequent error corrections performed by subcontractors.

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

Equal opportunity: Equal opportunity

UNIwise Education Solutions Ltd is committed to encouraging equality and diversity among our workforce and eliminating unlawful discrimination. The aim is for our workforce to be truly representative of all sections of society and our customers, and for each employee to feel respected and able to give their best. UNIwise - in providing our services - is also committed against unlawful discrimination of customers or the public.

Equal Opportunities policy

Our policy’s purpose is to:

• provide equality, fairness and respect for all in our employment, whether temporary, part-time or full-time.
• not unlawfully discriminate because of the EU Charter for Fundamental Rights – specifically Chapter 3, Articles 20-26 – which encompass protected characteristics of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race (including colour, nationality, and ethnic or national origin), religion or belief, sex (gender) and sexual orientation.
• oppose and avoid all forms of unlawful discrimination. This includes in pay and benefits, terms and conditions of employment, dealing with grievances and discipline, dismissal, redundancy, leave for parents, requests for flexible working, and selection for employment, promotion, training or other developmental opportunities.

The company commits to:

• encouraging equality and diversity in the workplace as they are good practice and make business sense.
• create a working environment free of bullying, harassment, victimisation and unlawful discrimination, promoting dignity and respect for all, and where individual differences and the contributions of all staff are recognised and valued
Further details of our Equality Opportunities policy are available upon request.

Pricing

Price: £6.40 to £10 a user a year
Discount for educational organisations: No
Free trial available: Yes
Description of free trial: By emailing the contact person on this G Cloud contract, you can obtain a trial license with a walkthrough of all core features in WISEflow.

Digital Assessment Platform - WISEflow

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

Digital Assessment Platform - WISEflow

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