SOFTCAT PLC

Tines

Tines is an automation platform that helps organizations streamline their workflow processes by enabling them to automate repetitive tasks. Allow users to create custom workflows using a simple drag-and-drop interface, integrating with various third-party tools and services, effectively to security incidents and threats. Low code- No code approach to automation.

Features

• allows users to create custom automated workflows automation platform

Benefits

• Reduce manual repetitive tasks with automation

• Free trial available

Service documents

• Pricing document

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

Framework

G-Cloud 15

Service ID

211315037259148

Contact

Public Sector Tenders
01628 403403
psitq@softcat.com

About your service

• Service categories:

  Application Development and Deployment

  AI platforms

  • Search and knowledge discovery

  AI life cycle

  • Data Labeling Software
  • AI Build Software
  • MLOps and Foundation Model Ops Software
  • Trustworthy AI Software

  AI software services

  • Conversational AI Software Services
  • Computer Vision AI Software Services
  • Generative AI Software Services
  • Document AI Software Services
  • Anomaly Detection AI Software Services
  • Personalize AI Software Services
  • Forecast AI Software Services
• Multi cloud support: Yes

Service scope

• Software add-on or extension: No
• Cloud deployment model:
  • Public cloud
  • Private cloud
  • Community cloud
  • Hybrid cloud
• Service constraints: None
• System requirements:
  • Linux host: 8GB RAM, 60GB HDD, 2 CPUs
  • AWS EC2: m7i.large or m7a.large, 50GB disk
  • Redis: 8 GB RAM, 60 GB disk, 2 vCPU, x86_64
  • SMTP/LLM optional.

User support

• Email or online ticketing support: Yes
• Support response times: Average response time is 15 minutes
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.2 AA
• Phone support: No
• Web chat support: Yes
• Web chat support availability: 24 hours, 7 days a week
• Web chat support accessibility standard: WCAG 2.2 AA
• Web chat accessibility testing: N/A
• Onsite support: Yes, at extra cost
• Support levels: Support Feature Community Standard Cloud & Self-Hosted Add-On; Response Times*; ; Critical; Major; Minor; ; N/A; ; 2 hours; 4 hours; 24 hours; ; 1 hour; 2 hours; 24 hours; Dedicated Onboarding Support; No No Yes; Tines University access Yes Yes Yes; In-product assistance Self Service Yes Yes; Community Slack Yes Yes Yes; Email Support No Yes Yes; Slack Support No No Yes; Support Contacts N/A Unlimited Unlimited; Support Requests N/A Unlimited Unlimited; Remote Sessions No Yes Yes; Support Availability; ; Americas; EMEA; APAC; ; N/A; ; Monday - Friday; ; 9:00 - 17:00 EST & PST; 9:00 - 17:00 CET; 9:00 - 17:00 AEST; ; Monday - Friday; ; 24 Hours; ; Unable to access tenant N/A 24x7 24x7; * Response times are measured from when Tines becomes aware of the query during regular business hours. Updates will follow at the same intervals as the response times.; ; Response times only apply to self-hosted deployments from when access has been permitted to the Tines Technical Support Engineer.; ; Response times do not apply when holidays referenced in Section 8 occur.
• Support available to third parties: No
• AI chatbot: Yes

Onboarding and offboarding

• Getting started: Standard onboarding methods –refined over several hundred customer engagements– are designed to get you up and running quickly on the platform while, at the same time, training your builders how to build, maintain, and effectively use the Tines platform.; All customers get access to a dedicated Tines Customer Success Manager who can help you set-up your tenant, provide guidance on what stories to build, and ensure ongoing value is being delivered in the platform.The team consists of 10 US-based and 3 EMEA-based domain experts who are certified on the platform and resources. They are chartered with ensuring your ongoing success with Tines.
• Service documentation: Yes
• Documentation formats: HTML
• End-of-contract data extraction: API, or manual export
• End-of-contract process: Licnece is stripped down to the free version
• Documentation accessibility standard: WCAG 2.2 AA

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
  • Other
• Application to install: Yes
• Compatible operating systems:
  • Android
  • IOS
  • Linux or Unix
  • MacOS
  • Windows
  • ChromeOS
  • Other
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: Tines does not offer a mobile application; only mobile browsers are supported. Certain features are not supported via mobile such as tool configuration and viewing tool inputs and outputs.
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: API available. Web-based interface. Supports integration with any tool that has an API.
• Accessibility standards: WCAG 2.2 AA
• Accessibility testing: N/A
• API: Yes
• What users can and can't do using the API: What Users Can Do:; Manage stories - create, read, update, delete, export, and import automation workflows; Trigger workflows - send events to webhooks and execute stories programmatically; Manage resources - create and configure agents, credentials, folders, and teams; Query data - retrieve information about stories, agents, events, and execution logs; Manage users and permissions - add/remove users, configure roles and access controls; Automate deployments - integrate with CI/CD pipelines for story versioning and deployment; Bulk operations - perform actions across multiple stories or resources; Monitor activity - access logs, metrics, and execution history; Manage credentials - programmatically handle secure credential storage (with limitations); What Users Can't Do:; ; Execute arbitrary code on Tines infrastructure; Access other tenants' data or bypass isolation boundaries; Modify platform-level configurations or system settings; Bypass rate limits or authentication requirements; Access real-time event streams without proper webhook configuration; Directly manipulate the underlying database or infrastructure
• API documentation: Yes
• API documentation formats: HTML
• API sandbox or test environment: No
• Customisation available: Yes
• Description of customisation: Tines allows custom integrations with any tool that has an API, provides pre-built sample action configurations, and offers eight broad action types for custom workflows. User roles and permissions can be extensively customized. The case management UI can be customized for layout, fields, and metadata. Admins can create custom roles and turn features on/off per role. Custom domains are supported for paid plans. Pages and webhooks can be accessed using custom or tenant domains.

Scaling

• Independence of resources: Fair orchestration guarantees each story on a stack receives a fair amount of worker time to process action runs. Autoscaling ensures workers can auto-scale to match demand.

Analytics

• Service usage metrics: Yes
• Metrics types: Records feature can be used to track custom metrics and KPIs. Reporting provides overview of tenant and action-level reporting, including story usage, time-saved per story, MTTX, custom metrics, most activity by story, action, credential, resource. Metrics include response times, workflow execution speeds, system load, feature usage, and interaction patterns.
• Reporting types: API access
• Resource tagging: Yes
• FOCUS resource tagging: No

Resellers

• Supplier type: Reseller (no extras)
• Organisation whose services are being resold: Tines

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:
  • United Kingdom
  • European Economic Area (EEA)
  • Other locations
• User control over data storage and processing locations: Yes
• Datacentre security standards: Complies with a recognised standard (for example CSA CCM version 4.0)
• Penetration testing frequency: At least once a year
• Penetration testing approach: Another external penetration testing organisation
• Protecting data at rest: Other
• Other data at rest protection approach: AES-256 encryption.
• Data sanitisation process: Yes
• Equipment disposal approach: In-house destruction process
• Data sanitisation type: Data Erasure

Data importing and exporting

• Data export approach: API or manual export
• Data export formats: CSV
• Data import formats: CSV

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • TLS (version 1.2 or above)
  • Other
• Other protection between networks: Encrypted communications using VPN and two-factor authentication for remote access; all external data transmission is encrypted end-to-end using encryption keys managed by Tines; TLS v1.2 for data in transit.
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • Other
• Other protection within supplier network: Data is protected with encryption (AES-256 at rest, TLS v1.2+ in transit), access controls (role-based, least privilege), ongoing monitoring, and vulnerability management. Firewalls, proxy servers, and DLP controls are enforced. Backups are encrypted and stored securely. Mobile devices require MDM and encryption.

Availability and resilience

• Guaranteed availability: 99.9% uptime.
• Approach to resilience: No single point of failure. Failover capabilities for uninterrupted service or proven track record of availability. Tiered backup including real-time backup, hot spare, and offsite backup capabilities. RPO: 4 hrs. RTO: 12 hrs. Documented and annually tested Business Continuity and Disaster Recovery Plan. Daily backups and validated restores. Autoscaling to match demand.
• Outage reporting: Tines maintains uptime information at status.tines.com.

Identity and authentication

• User authentication needed: Yes
• User authentication: Multi-Factor Authentication (MFA)
• Access restrictions in management interfaces and support channels: We restrict access to management interfaces and support channels using role-based access controls, unique user accounts, regular access reviews, and enforced two-factor authentication for key applications.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • Other
• Description of management access authentication: SSO/SAML and multi-factor authentication (MFA) are required for management access to the service. For more information on configuring SSO, please visit https://www.tines.com/docs/admin/single-sign-on/.

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 have access to real-time 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

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards: Other
• Other security governance standards: SOC 2
• Information security policies and processes: Documented Information Security Policy, Access Control Policy, Data Security Policy, Incident Response Plan, Business Continuity Policy, Disaster Recovery Policy, Vulnerability Management, Patch Management Policy, Baseline Configuration/Hardening Guideline, Cryptographic Key Management Policy, Privacy Policy, Privacy Notice, Data Processing Agreement. Policies are approved by management, communicated, reviewed annually, and cover all operations, services, and systems involving confidential information. SOC 2 Type II certified.
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Change management is formally documented and includes requirements for approval, security testing, and validation prior to deployment. All changes to production systems follow this policy. Changes are tracked in GitHub issues, prioritized, and require peer review and approval. Emergency changes follow the same process with documentation completed after implementation. Configuration management requires server configuration to be stored in version control and follow the same change approval process as code changes. Change control can be enabled to require draft and approval processes, version control, and prevent unauthorized changes to production workflows.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Vulnerability scans are performed on a quarterly basis. Snyk, Detectify, and Aikido are used for vulnerability scanning. Critical vulnerabilities are patched within 72 hours. Remediation is performed as per vulnerability processes and SLAs. Code review, testing, and validation are performed in development. Third-party penetration tests are conducted at least annually. High priority findings are tracked to resolution. All identified vulnerabilities and security flaws are remediated as per SLA's defined in the vulnerability management process.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Network traffic is constantly monitored for suspicious activity. Real-time alerts for potential data exfiltration events. Regular review of DLP logs and alerts by the Security team. Integration with SIEM for centralized monitoring and correlation. Infrastructure logging configurations and alerts automatically detect and report security incidents. Audit logs capture all changes and can be streamed to a SIEM. Monitoring alerts notify teams of failures in automation stories. Malware protection is enabled for all accounts.
• Incident management type: Supplier-defined controls
• Incident management approach: Established Incident Response Plan, infrastructure logging and alerts, incidents escalated per policy, tracked and prioritized by independent technical resource, external users report via Customer Support, annual testing, customer notification within 72 hours of breach confirmation.
• Post-quantum cryptography secure: No

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 v4.0)

Public sector networks

• Connection to public sector networks: No

Pricing

• Discount for educational organisations: No
• Free trial available: Yes
• Description of free trial: Limited features
• Link to free trial: https://login.tines.com/saml_idp/signup

Discount percentage by annual call-off contract value (excluding VAT)

• Less than £250,000: 0%
• Between £250,000 and £500,000: 0%
• Between £500,001 and £1,000,000: 0%
• Between £1,000,001 and £2,500,000: 0%
• Between £2,500,001 and £5,000,000: 0%
• Over £5,000,001: 0%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: NQA
• ISO/IEC 27001 accreditation date: Monday 8 April 2024
• What the ISO/IEC 27001 doesn’t cover: N/A
• ISO 28000:2022 certification: No
• ISO 9001 certification: Yes
• Who accredited the ISO 9001 certification: NQA
• ISO 9001 accreditation date: Monday 8 April 2024
• What the ISO 9001 doesn’t cover: N/A
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: Yes
• Who accredited the PCI DSS certification: SecurityMetrics
• PCI DSS accreditation date: Friday 10 January 2025
• What the PCI DSS doesn’t cover: N/A
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: E9fd5f85-7cd1-4ff2-aba9-6f9f5f225b1b
• Cyber essentials plus: Yes
• Please provide your Cyber Essentials Plus Certificate Number: 181966c9-f0aa-42ed-9271-d1b111bdf43b
• Other security certifications: Yes
• Any other security certifications: Security Standards dependant on the vendor solution

Social value

• Section B - Commitment for Future: Delivery:

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 1: Fair work: That offers fair wages and good working conditions. Help people get a job, stay in work, and progress in their careers, with good employment opportunities across the country. Notes: Where there is a large proportion of labour costs in the contract, commercial teams should consider MAC in Outcome 1 as a priority

    • New apprenticeships on the contract workforce in the relevant area that meet the criteria set out in MAC 1b
    • Providing opportunities for, and measuring and monitoring of, staff workforce conditions over time, including employee engagement, involvement in decision-making and satisfaction and adapting to any changes in the results, with clear processes for acting on issues identified
    • Plans to engage the contract workforce in deciding the most important workplace issues to address
    • Ensuring new workers are informed of their right to join a trade union
    • Monitoring of employee engagement rates (by protected characteristic) and, where necessary, the development of actions to ensure all voices are heard across the diversity of the workforce
    • Employment contracts that reflect actual hours worked; steps taken to ensure employees understand their contracts and have the ability to review and adjust them if actual hours regularly exceed contracted hours
    • Activities that support an environment where staff are educated about, and feel empowered to, address their physical wellbeing
    • Activities that support an environment where staff are educated about and feel empowered to report and address bullying and harassment
    • Offer a pay and leave entitlement to all eligible staff who become kinship carers, ideally equivalent to statutory adoption pay and leave
    • Payment of more than the National Minimum Wage or National Living Wage (as appropriate) to the contract workforce
    • Monitoring and reporting of gender and ethnicity pay gaps and plans to address them where necessary
    • Entitlement to sick pay for the contract workforce, with provision in place for any staff who do not meet the earnings threshold for statutory sick pay, payment of sick pay from day one of absence and payment of staff on the contract workforce who are off sick a replacement income of 100% of their usual earnings for as long as possible
    • Plans for an appropriate income replacement policy for staff who are required to spend time away from work to care for a sick dependent or close relative
    • Understanding of in-work progression issues affecting the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors
    • Measures to support in-work progression to help people in the contract workforce, to move into higher paid work by developing new skills relevant to the contract
    • Support for the contract workforce by providing career advice, and providing opportunities for staff working on the contract with in-work progression career development into known skills shortages or high growth areas
    • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications
    • Volunteering opportunities for staff
    • Understanding of the modern slavery risks and issues affecting the market, industry, sector or country (of origin or of source) relevant to the contract, and the workforce in the supplier’s own organisation and those of its key subcontractors
    • Outline policies and practices to be applied to or put in place for the contract to mitigate and manage modern slavery risks, including: Pre-employment checks, recruitment practices. Workplace conditions, safeguarding plans and processes in place and regular monitoring with relevant groups considered, which may include sampling
    • Means of influencing staff, suppliers, customers, communities and/or any other appropriate stakeholders with respect to modern slavery risks relating to the contract

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 2: Skills for growth: Supporting growth sectors and addressing skills gaps.

    • Understanding of employment and relevant skills issues, and of the education and training issues relating to the contract. Illustrative examples: demographics, skills shortages, new opportunities in high growth sectors, geographic/local community and skills/employment challenges
    • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications
    • Activities to support relevant sector related skills growth and sustainability in the contract workforce. Illustrative examples: careers talks, curriculum support, literacy support, safety talks and volunteering
    • Delivery of apprenticeships, supported internships and T Level industry placement opportunities (Level 2, 3 and 4+) in relation to the contract

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 3: Resilient, innovative and flexible supply chains: Support economic growth through enabling resilient businesses, opportunities for small businesses and voluntary, community and social enterprises

    • Understanding of the types of businesses in the market and the level of participation by new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutuals
    • Activities to identify opportunities to open up sub-contracts under the prime contract to a diverse range of businesses, including new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutuals
    • Plans for engaging a diverse range of businesses in engagement activities prior to appointing subcontractors (including activities prior to award of the main contract and during the contract term)
    • Ensuring accessibility to contracting and subcontracting opportunities for disabled business owners and employees
    • Support for community-led initiatives relevant to the contract. Illustrative examples: improving transport links; reducing loneliness; helping with English language proficiency; and facilitating social mixing among people with different backgrounds

  • Mission: Make Britain a clean energy superpower: To cut bills, create jobs and deliver security with cheaper, zero-carbon electricity by 2030, accelerating to net zero

    Policy Outcome 4: Sustainable procurement practices: Reducing carbon footprints, minimising waste, and promoting the use of clean energy and green technologies.

    • Understanding of opportunities for additional environmental benefits delivery in the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
    • Collaborative ways of working with the supply chain to deliver additional environmental benefits in the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
    • Delivery of additional environmental benefits through the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
    • Understanding of how to influence staff, suppliers, customers, communities and/or any other appropriate stakeholders through the delivery of the contract to support climate and nature protection and improvement
    • Activities to reconnect people with the environment and increase awareness of ways to protect and enhance it

  • Mission: Break down barriers to opportunity: By reforming our childcare and education systems, to make sure there is no class ceiling on the ambitions of young people in Britain

    Policy Outcome 6: Employment and training: For those who face barriers to employment

    • Understanding of employment and skills issues, and of the skills and employment shortages of high growth sectors relating to the contract
    • Creation of employment opportunities particularly for those who face barriers to employment, such as prison leavers, care leavers and/or who are located in deprived areas, and for people in industries with known skills shortages or in high growth sectors
    • Delivery of training schemes and programmes to address any identified skills gaps and under-representation in the workforce for the contract (e.g. prison leavers, care leavers, kinship carers, disabled people)
    • Understanding of the issues affecting the representation of disabled people in the workforce in the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors
    • Collection of the views and expertise of disabled people and their representative organisations on successfully supporting disabled employees or applicants
    • Inclusive and accessible recruitment practices, and retention-focused activities, including those provided in the Guide for line managers on recruiting, managing and developing people with a disability or health condition
    • Introducing transparency to pay and reward processes
    • Offering a range of quality opportunities with routes of progression if appropriate, e.g. T Level industry placements, students supported into higher level apprenticeships.
    • Working conditions which promote an inclusive working environment and promote retention and progression
    • Other measures to provide equality of opportunity for disabled people and those with health conditions into employment, including becoming a Disability Confident employer and inclusion of supported businesses in the contract supply chain
    • Understanding of the issues affecting inequality in employment, skills and pay in the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors. Measures to tackle inequality in employment, skills and pay in the contract workforce
    • Inclusive and accessible development practices, including guidance for line managers on recruiting, managing and developing people with a disability or health condition

  • Mission: Break down barriers to opportunity: By reforming our childcare and education systems, to make sure there is no class ceiling on the ambitions of young people in Britain

    Policy Outcome 7: Creating a pipeline of opportunities: For the contract workforce, reducing barriers to entry for under-represented groups.

    • Understanding of the issues affecting the development of new skills by target cohort
    • Understanding of the underlying factors affecting improvements to reduce barriers to entry and training schemes for the target cohort(s) related to the contract workforce
    • Other measures to offer development opportunities for the target cohort(s) in the contract workforce
    • Understanding of issues relating to entering the contract workforce
    • Creation of outreach activities to create a pipeline of employees for the future contract delivery
    • Content of the outreach activity is designed to suit the target cohort

  • Mission: Build an NHS fit for the future: That is there when people need it; with fewer lives lost to the biggest killers; in a fairer Britain, where everyone lives well for longer.

    Policy Outcome 8: Increasing productivity through physical and mental wellbeing: In the supply chain and communities in the relevant area.

    • Understanding of issues relating to health and wellbeing, including physical and mental health, in the contract workforce
    • Understanding barriers to access to health and social care services or employment opportunities e.g. digital inclusion
    • Inclusive and accessible recruitment practices, development practices and retention policies that support-focused activities including those provided in the Guide for line managers on recruiting, managing and developing which support people with a disability or health condition
    • Actions to invest in the physical and mental health and wellbeing of the contract workforce

Service documents

• Pricing document

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