DataServe® - Next Generation Customer/Community Web Portal and Digital Agent Cloud Software Platform
The dataServe® web-portal is a low code, persona-driven, smart platform powered by new technology that intelligently understands and anticipates users’ needs, equipped with exceptional automated workflows/connectors that can front all back-office IT systems. Delivers:
1. Digital transformation.
2. User digital experience with AI digital agent.
3. Service resilience.
Features
- Low code, smart web-portal.
- Persona driven, multi-tenant with powerful permission/role schemas.
- Powered by new technology - eg machine learning, digital agent.
- Intelligently understands and anticipates users’ needs.
- Connects users with the resources they need without a catalogue.
- Browser-driven, frictionless service.
- Modern, engaging user interface, that is intuitive/responsive.
- Single website that everyone goes to for their IT services.
- Equipped with exceptional automated workflows and connectors.
- One portal multiple points of access.
Benefits
- Only one web-portal required, multiple points of access.
- Supports digital transformation for legacy and modern system access.
- Supports enhanced user digital experience.
- Intelligently links users with required resources using key words.
- Supports service resilience. Can spin up new service objects quickly.
- Easy to use and intuitive.
- With low code form builders makes application/API connections easy.
- One portal/website means reduced support and maintenance costs.
- Scaleable using modern JavaScript frameworks.
- Allows full branding, low code configration changes by organisations.
Pricing
£1.50 to £1.75 a user a year
- Education pricing available
- Free trial available
Service documents
Request an accessible format
Framework
G-Cloud 13
Service ID
2 0 8 9 8 5 7 0 2 3 8 9 7 8 3
Contact
AiM Ltd
Steve Ackland
Telephone: +44 (0) 8448 040 653
Email: steve_ackland@aimltd.uk
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
-
AiM DataBelt®
AiM DataChain®
AiM DataTrove®
Any application with API or Web Services - Cloud deployment model
-
- Public cloud
- Private cloud
- Hybrid cloud
- Service constraints
- No, technology agnostic
- System requirements
-
- System agnostic.
- HTTPs or encrypted VPN.
User support
- Email or online ticketing support
- Email or online ticketing
- Support response times
- SLA driven response times - eg P1s immediately
- User can manage status and priority of support tickets
- No
- Phone support
- Yes
- Phone support availability
- 24 hours, 7 days a week
- Web chat support
- Web chat
- Web chat support availability
- 24 hours, 7 days a week
- Web chat support accessibility standard
- WCAG 2.1 AAA
- Web chat accessibility testing
- Regular testing with different communities on portal/website
- Onsite support
- Yes, at extra cost
- Support levels
-
Three service windows:
1. 08.30 - 17.30 Monday to Friday, excl public holidays. £15,000/year
2. 07.00 - 19.00 Monday to Friday, excl public holidays. £20,000/year
3. 24x7x365 £30,000/year
Response and resolution time SLAs depend on call priority but are the same for all service windows. For example, P1s are responded to in 30 minutes. - Support available to third parties
- Yes
Onboarding and offboarding
- Getting started
- Provide a full onboarding project as required
- Service documentation
- Yes
- Documentation formats
-
- HTML
- End-of-contract data extraction
-
Only journals, job information, logs, case management tickets will be held in the system.
Customer makes a request and AiM will provide the user with the ability to extract their data before the contract ends. 1 month after the data will be destroyed. - End-of-contract process
- Price includes removal of data by customer.
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
-
Google Material Design in design allowing same UI deployed to any device.
Mobile provides functionality on reports, approvals, alerts using response web application.
Desktop provides full functionality of the system. - Service interface
- Yes
- User support accessibility
- WCAG 2.1 AAA
- Description of service interface
- The application has a service interface that ensures the platform is monitored at all times.
- Accessibility standards
- WCAG 2.1 AAA
- Accessibility testing
- Full system and use case testing
- API
- Yes
- What users can and can't do using the API
- The API will allow integration with any other tool, or utility through its workflows and connectors.
- 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
-
Tool can be configured in terms of connections, user interface etc.
Significant functional code changes are not possible by the user, only Aim.
Scaling
- Independence of resources
- Highly resilient cloud and JavaScript frameworks, with scaleable hosting resource, guaranteed minimum provision supported by service credits.
Analytics
- Service usage metrics
- Yes
- Metrics types
-
Availability
Response times - Reporting types
-
- Real-time dashboards
- Regular reports
- Reports on request
Resellers
- Supplier type
- Not a reseller
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
- Complies with a recognised standard (for example CSA CCM version 3.0)
- Penetration testing frequency
- At least once a year
- Penetration testing approach
- ‘IT Health Check’ performed by a CHECK service provider
- Protecting data at rest
-
- Physical access control, complying with CSA CCM v3.0
- Physical access control, complying with SSAE-16 / ISAE 3402
- Physical access control, complying with another standard
- Encryption of all physical media
- Scale, obfuscating techniques, or data storage sharding
- Data sanitisation process
- Yes
- Data sanitisation type
-
- Explicit overwriting of storage before reallocation
- 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
- API link to customer data sources to identify, check, classify and index data. The system will allow the data to be processed to be exported. Data processed/analytics push back to databases, CSV, PDF.
- Data export formats
-
- CSV
- ODF
- Other
- Other data export formats
-
- All database platforms
- Data import formats
-
- CSV
- ODF
- Other
- Other data import formats
- All database platforms.
Data-in-transit protection
- Data protection between buyer and supplier networks
-
- 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
-
99.99%
2% of monthly charge per outage below threshold. - Approach to resilience
- Available on request.
- Outage reporting
-
Service health public dashboard
Email alerts
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
-
Access controls using standard methods and API, eg:
1. Role based control.
2. Dedicated links.
3. Passwords, system accounts.
4. IP range restrictions. - Access restriction testing frequency
- At least once a year
- Management access authentication
-
- 2-factor authentication
- Public key authentication (including by TLS client certificate)
- 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
- Yes
- Who accredited the ISO/IEC 27001
- CQS
- ISO/IEC 27001 accreditation date
- 2020
- What the ISO/IEC 27001 doesn’t cover
- All services and operations are covered.
- ISO 28000:2007 certification
- No
- CSA STAR certification
- No
- PCI certification
- No
- Cyber essentials
- Yes
- Cyber essentials plus
- Yes
- Other security certifications
- Yes
- Any other security certifications
-
- Cyber Essentials
- ISO 22301
- ISO/IEC 27001
- ISO/IEC 27017
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 Essentials
ISO 22301 Business Continuity
ISO 27017 Cloud Security - Information security policies and processes
- All those required by ISO/IEC 27001 and ISO 22301. Recorded in our ISM Manual and Statement of Applicability, and BCM Manual.
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
-
Configuration management and Change/Release Management policies, backed up by processes and controlled in BMC Remedy CMDB, Jira following common data model, ITIL, software development best practices.
IT assets are controlled from purchase/development to disposal and service introduction assesses security risk and data protection risk in terms of any data it will host. - Vulnerability management type
- Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
- Vulnerability management approach
- We use a 3rd generation EDR tool to assess threats such as zero day threats and from this vendor obtain details of potential threats. Emergency patches deployed in 4-6 hours.
- Protective monitoring type
- Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
- Protective monitoring approach
-
Regular checks made of the code to ensure no vulnerabilities if penetrated (regular penetration testing).
Use of 3rd generation EDR tools to ensure endpoints of the service and system are secured to reduce the risk of external penetration from attack vectors, detect attacks and respond to them.
A security event raises a security incident for immediate escalation to the operations and SecOps teams. Response is immediate. - 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
-
Incident and major incident process defined through ITIL best practice managed by service desk on Remedy ITSM system.
Users report incidents to the service desk by phone, email or portal.
For each P1 and P2 a major incident report is generated for the user (security, operational, or other).
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
- Fighting climate change
-
Fighting climate change
Designed with minimal electrical input to reduce demand and online services remove demand for paper and other manufactured consumables. - Covid-19 recovery
-
Covid-19 recovery
Offering advanced technology to assist with efficient business recovery. - Tackling economic inequality
-
Tackling economic inequality
Offering software technology to all to level up those with the skills and aptitude whatever their background. - Equal opportunity
-
Equal opportunity
Offering accessible software technology available to use and consume by all people whatever their background and any vulnerabilities they have. - Wellbeing
-
Wellbeing
Providing automation to take away dull, non value-adding manual tasks and improving the world of work and physical/mental wellbeing.
Pricing
- Price
- £1.50 to £1.75 a user a year
- Discount for educational organisations
- Yes
- Free trial available
- Yes
- Description of free trial
-
14 day trial supported by AiM.
Set up and initial training. Help with use cases and success criteria.
Access to the software and facilitated help throughout.
Assessment at end of trial.