CareAR

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: CareAR can be standalone or as a module of ServiceNow, Salesforce, or custom integrated to another ticket management system.
Cloud deployment model: Public cloud
Service constraints: No
System requirements: ARCore or ARKit for Advanced Features on Mobile Devices

Internet connectivity for Real-Time Support

User support

Email or online ticketing support: Email or online ticketing
Support response times: Same day
User can manage status and priority of support tickets: No
Phone support: No
Web chat support: No
Onsite support: No
Support levels: Single Support Level across the entire cloud platform. Each customer has a designated Customer Success Manager who will be their key point of escalation and support.
Support available to third parties: Yes

Onboarding and offboarding

Getting started: Onboarding is managed by a named Customer Success Manager (CSM) to conduct the launch activities and be the initial point of escalation for new customers. Working with the CSM, CareAR provides support to guide customers towards a successful adoption and value realization, including the following; • Defining Desired Outcomes and Reporting Structure, • Designing a CareAR-Integrated Workflow • Establishing a success plan to drive adoption and value realisation • Set usage goals and expectations with user groups and managers • Support with implementing change management techniques • Creating Digital Work Instructions for Self-Solve use-cases CareAR training includes instruction by a CSM lead as well as self-guided education. Administrators and users can access the video guidance section of the tutorial to see examples of augmented reality workflows and dashboards, among other things.
Service documentation: Yes
Documentation formats: PDF

Other
Other documentation formats: Videos
End-of-contract data extraction: Data export functionality within Customer led admin portal, into CSV files
End-of-contract process: As a cloud SaaS service, there are no specific activities required of a customer at the end of a contract - the customer specific tenant will have access turned off at the contract expiry date, where the customer will need to inform users they no longer have access to the service. Data will then be removed from the platform and destroyed inline with data security protocols.

Using the service

Web browser interface: Yes
Supported browsers: Microsoft Edge

Chrome

Safari

Opera
Application to install: Yes
Compatible operating systems: Android

IOS

MacOS

Windows
Designed for use on mobile devices: Yes
Differences between the mobile and desktop service: Differences between the mobile and desktop service

For Advanced Features users on mobile devices should use the App version (e.g. enhanced AR capabilities).
Service interface: Yes
User support accessibility: None or don’t know
Description of service interface: Browser-based portal for the following: • User administration management • Integration management • Reporting • Drag & Drop management of Digital Workflows • Administration of AI models
Accessibility standards: None or don’t know
Description of accessibility: Add/remove users. Set app defaults. Turn certain functions on and off. Review session meta data and run reports.
Accessibility testing: TBC
API: Yes
What users can and can't do using the API: Integrate with Customer Service Management / IT Service Management / Field Service Management tools for a seamless experience and 2 way data communication with work tickets/word orders.
API documentation: Yes
API documentation formats: PDF
API sandbox or test environment: Yes
Customisation available: Yes
Description of customisation: Integration points. Customisation by CareAR. Branding options.

Scaling

Independence of resources: CareAR’s infrastructure spans multiple fault-independent GCP availability zones physically separated from one another. There are manual or automatic capabilities to re-route and regenerate hosts within CareAR’s infrastructure and is able to detect and route around issues experienced by hosts or even whole data centers in real time and employ orchestration tooling that has the ability to regenerate hosts, building them from the latest backup. CareAR leverages tools that monitor server performance and traffic load. If suboptimal performance or overloaded capacity is detected within an availability zone, then these tools increase the capacity or shift traffic to relieve any suboptimal performance.

Analytics

Service usage metrics: Yes
Metrics types: Session metrics available for both Real-Time ‘Assist’ and Self-Solve ‘Instruct’: • Overall numbers • Location • Duration • Participants • Stage of process (Instruct) • Time at each stage (Instruct) Specific questions can be set for ‘end of session surveys’ for both the ‘guest’ and ‘host’ users.
Reporting types: Real-time dashboards

Resellers

Supplier type: Not a reseller

Staff security

Staff security clearance: Other security clearance
Government security clearance: Up to Developed Vetting (DV)

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: Another external penetration testing organisation
Protecting data at rest: Physical access control, complying with SSAE-16 / ISAE 3402

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: Tenant Admins can view/export/import session activity details for today, this week, this month, or within a custom date range for all or any users in their Tenant - Normal users can view/export/import session activity details for today, this week, this month, or within a custom date range for themselves only.
Data export formats: CSV

Other
Other data export formats: Xls

Png
Data import formats: CSV

Other
Other data import formats: Xls

Data-in-transit protection

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

Other
Other protection between networks: The APIs used for the service (apiv2.carear.app) are hosted behind an Imperva Web Application Firewall which improves both the security as well as the reliability of the service. The application is utilising custom claims in the Google Identity Platform to add an extra level of security for user role enforcement. The apiv2 uses Imperva managed certificates to ensure that the private key is always protected (CareAR has no access to the private key). Certificates are auto-renewed by Imperva so the risk of expired or invalid certificates is minimised.
Data protection within supplier network: TLS (version 1.2 or above)

Availability and resilience

Guaranteed availability: 99.9% uptime
Approach to resilience: CareAR is hosted in the secure Google Cloud, with multiple nodes and regions used to ensure resiliency.
Outage reporting: Email alerts & Public Dashboard All details are viewed online at https://carear.com/trust

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: Customer Super-Admin designates the access rights of each account in the admin portal they own.
Access restriction testing frequency: At least every 6 months
Management access authentication: Identity federation with existing provider (for example Google Apps)

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 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

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: SOC2 Compliance

Security governance

Named board-level person responsible for service security: Yes
Security governance certified: Yes
Security governance standards: CSA CCM version 3.0
Information security policies and processes: All employees are bound by Xerox Code of Business Conduct. Employees are required to take the Xerox Ethics training course as well as sign an acknowledgement to adhere to the Code of Business Conduct. In addition, annual security and privacy training are required. The CareAR Software Development Lifecycle (SDL) process is the method by which CareAR creates secure products and defines the activities that the product teams must perform at different stages of development (requirements, design, implementation, and deployment). CareAR security engineers perform numerous security activities for the Services including: • Internal security reviews before products are launched • Periodic penetration tests performed by independent security teams • Conduct threat

Operational security

Configuration and change management standard: Supplier-defined controls
Configuration and change management approach: CareAR has a formal change management process to manage changes to software, applications and system software that will be deployed within the production environment. Change requests are documented using a formal, auditable, system of record. Prior to a high-risk change being made, an assessment is carried out to consider the impact and risk of a requested change, evidence acknowledging applicable testing for the change, approval of deployment into production by appropriate approvers(s) and roll back procedures. A change is reviewed and tested before being deployed to production.
Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach: CareAR maintains controls and policies to mitigate the risk from security vulnerabilities in a measurable time frame that balances risk and the business/operational requirements. The CareAR service utilizes Google services for all backend services. Since ours is a serverless architecture, CareAR has no deployed servers in the infrastructure. This allows CareAR to leverage Google to maintain security patches on the infrastructure without interruption of service. For the CareAR application software, critical software patches are evaluated, tested and applied proactively. For high-risk patches, CareAR will notify customers prior to the application of a patch.
Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach: CareAR utilises the Xerox Security Incident Response Team (SIRT), assesses the threat of all relevant vulnerabilities or security incidents and establishes remediation and mitigation actions for all events. Access to these security logs is limited to SIRT. CareAR utilizes GCP platforms and third-party tools to detect, mitigate, and to help prevent Distributed Denial of Service attacks (DDoS) attacks. Upon discovery or notification of any Security Incident, CareAR will promptly investigate such Incident and promptly notify Customers. Customers will receive notification via email to the owner of the CareAR account.
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: CareAR utilises the Xerox Security Incident Response Team (SIRT), assesses the threat of all relevant vulnerabilities or security incidents and establishes remediation and mitigation actions for all events. Access to these security logs is limited to SIRT. CareAR utilizes GCP platforms and third-party tools to detect, mitigate, and to help prevent Distributed Denial of Service attacks (DDoS) attacks. Upon discovery or notification of any Security Incident, CareAR will promptly investigate such Incident and promptly notify Customers. Customers will receive notification via email to the owner of the CareAR account.

Secure development

Approach to secure software development best practice: Conforms to a recognised standard, but self-assessed

Public sector networks

Connection to public sector networks: No

Social Value

Fighting climate change

Xerox is committed to fighting climate change such that we play a role in the sustainability of our world’s natural resources. Xerox has identified four strategic commitment areas where we can make a significant impact on the environment: • Reducing Energy Use and Protecting the Climate: • Preserving Biodiversity and the World's Forests: • Preserving Clean Air and Water: • Preventing and Managing Waste: We invest in technologies that reduce the carbon footprint of our operations and offer solutions to our customers that reduce energy use, cost and waste. Our Net Zero goal is 2040. In 2021, we also expanded our greenhouse gas (GHG) emissions reduction goal to cover scopes 1, 2 and 3. We plan to achieve net-zero emissions through projects that improve operational efficiency, create new technology innovations, and neutralise residual GHG emissions through carbon compensation mechanisms. Our approach to sustainability includes partnerships to accelerate progress. We have officially joined the UNFCCC’s Race to Zero and SBTi’s Business Ambition for 1.5°C campaigns, aligning our climate mitigation targets to what science dictates is necessary to reduce the destructive impacts of climate change on human society and nature. We are a founding member of Defra’s e-Sustainability Alliance (DeSA), We are actively involved in the provision of best practices on the ways in which IT firms of all sizes can minimise their environmental impacts. We also support the Government Cloud Sustainability project, focusing on ‘Sustainable IT’ (e.g. achieving net-zero, modern slavery and other supply chain matters) and ‘IT for Sustainability’ – including the social pillar, “How to procure and measure performance on all things Cloud”. When selecting our technologies and services for G-Cloud 14, we have utilised this knowledge base and ensured that the services & technology used comply with Government guidance and carry accreditation from 3rd party bodies where appropriate.

Pricing

Price: £725 an instance a month
Discount for educational organisations: No
Free trial available: Yes
Description of free trial: 2 to 4 weeks free trial. Full service included, but no integrations offered
Link to free trial: https://carear.com/demo/

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

CareAR

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