EIGEN LIMITED

Eigen Ingenuity and Analytics Platform

Eigen Ingenuity and the Eigen Analytics Platform (EAP) is a Low-Code platform for the digitalisation of operations that connects to existing systems to link information, provide context and build new capabilities.

It combines a knowledge graph Digital Twin, a global Search functionality, a powerful Analytics engine and comprehensive Visualisation capabilities.

Features

• Self-service virtual calculations and dashboard configuration
• Low code application development, python library interface
• Real time process variable trending and analysis
• Configurable and customisable KPI widgets for management information (MI) reporting
• User configurable alerts sent via email and via Office365 connector
• User configurable Analytics Platform: Process Data Analytics and Virtual Calculations
• Content creation, sharing and collaboration
• Integrate data from disparate systems to improve efficiency and productivity
• Customisable analytics engine provides real-time data visualisation from linked sources
• Audit trail of user activity and service utilisation

Benefits

• Better manage information governance with centralised golden record
• Reduce the time required to produce periodic operational reports
• Context and meaning to disparate data points via Knowledge Graph
• Global search engine to eliminate wasted time looking for information
• Replace spreadsheets and automate workflows via the Python library
• Support includes software defect updates, upgrades and new version release
• Suite of training materials and videos available to user
• Web and Custom Web API support available
• Customisable dashboards via web by users with no coding experience
• Initiate MS Power Automate workflows via the Office365 connector

£108.50 to £254 a user a month

• Free trial available

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

• Modern Slavery statement

  ODT

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 info@eigen.co. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 13

Service ID

270057333870317

Contact

Murray Callander
07990898979
info@eigen.co

Service scope

• Software add-on or extension: No
• Cloud deployment model: Private cloud
• Service constraints: The service is installed in the customer's cloud and connected to the customer's data sources. Cloud infrastructure requirements will be provided.
• System requirements:
  • Resource group withing the customer AWS or Azure Cloud
  • Cloud storage: 100 GB minimum

User support

• Email or online ticketing support: Yes, at extra cost
• Support response times: SLAs for Incidents/Problems are as follows:; ; Priority, First Response, Time Service Restoration, Resolution time; ; Urgent/P1 30 mins 2 hrs 48 hrs; High/P2 30 mins 8 hrs 5 days; Medium/P3 30 mins 72 hrs 20 days; Low/P4 30 mins 72 hrs TBD; ; All timings are in business hours and working days. Business hours are defined in the contract but are typically 09:00 to 17:00 in the time zone of the client. Support is not provided on the national holidays of the country of the client.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: None or don’t know
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: No
• Onsite support: Yes, at extra cost
• Support levels: Basic Software Support: includes support for software defects and access to new software version releases. This is included in the service license cost.; ; Optional Content and IT Infrastructure Support: for customer-specific configuration of the application, customer data, IT infrastructure and cyber-security, and support for one data connector.; ; Additional Data Connector support: covers support for connectivity for each additional connector.; ; We provide a technical account manager for each customer.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Free license trial period is offered, on the condition that the customer pay for onboarding services.; ; Onboarding services are offered at a flat blended team rate (see pricing document).; ; Access to the online Eigen Academy with pre-recorded training sessions divided into three learning paths and espresso sessions is also included in the license.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
  • Other
• Other documentation formats: MP4
• End-of-contract data extraction: Customer data remains in the customer data source systems and databases under the control of the customer.; ; Knowledge Graph model is configured in an open source tool accessible at all times by the customer. Data extraction tools are available for free. Business rules can be extracted as text configuration files.
• End-of-contract process: Eigen Ingenuity licensing is a SaaS pay-as-you-go service paid monthly in advance. License price is based on the number of named users (up to 10, 25, 50, 100). This includes Basic software support.; ; Service price does not include initial onboarding services nor optional content and IT infrastructure support.; ; We do not copy customer data, rather point to it, so customer operational data remains in the source systems.; ; At end of contract the user is entitled to export all their configured content.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
• Application to install: No
• Designed for use on mobile devices: No
• Service interface: No
• User support accessibility: None or don’t know
• API: No
• Customisation available: Yes
• Description of customisation: Named users can create spaces and pages with new content.; Content can be a combination of wiki elements, trend charts, KPI widget tables (or freeform), sunburst diagram, text editor, manual data entry field, totalizers, etc.; Users can also create their own virtual calculations and save calculations as alias.; Advanced users can also create their own Python scripts to access the Analytics platform directly; ; (This is a quick summary: many other options are possible).; ; Any named user can make these customisations, using the main web interface, as long as they have editing permissions on each space/page.

Scaling

• Independence of resources: The service runs on the customer cloud which is sized to provide adequate service to the estimated service users within the organisation.

Analytics

• Service usage metrics: Yes
• Metrics types: Service utilisation metrics include: most popular spaces (number of views), most active spaces (number of edits), most active contributors (number of edits).; ; Reports available on request as part of standard licence fee.
• Reporting types: Reports on request

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:
  • United Kingdom
  • European Economic Area (EEA)
• User control over data storage and processing locations: Yes
• 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: Other
• Other data at rest protection approach: Our Datacentre (managed by a third party) complies with: Security staff on-site 24/7/365, as well as CCTV, gated access, locked racks and other security measures, we maintain top levels of physical security across our data centres. The Datacentre is also ISO 27001:2013 certified and PCI:DSS security compliant.
• Data sanitisation process: No
• 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: Customer data remains in the customers systems and databases.; ; The service provides data export facilities as CSV files and to Excel (included) for the benefit of users wanting to export data being visualised or calculated in Ingenuity.
• Data export formats: CSV
• Data import formats: CSV

Data-in-transit protection

• Data protection between buyer and supplier networks: IPsec or TLS VPN gateway
• Data protection within supplier network: Other
• Other protection within supplier network: We do not manage customer data within our network. Our network is secured by a firewall and other ISO 27001 compliant controls. Access to our assets and resources is secured by means of passwords, MFA (if available), password-protected SSH keys session tokens and other means. Any connections between our network and external systems (customers or not) are secured by IPSec VPNs and IP whitelisting.

Availability and resilience

• Guaranteed availability: The service is deployed and runs in the Customer's Cloud infrastructure, so Eigen is not responsible for infrastructure availability. Eigen is responsible for platform availability, performance and user accessibility.; ; If an Application Support service is agreed, we adhere to the SLAs declared before. SLA compliance is measured and controlled.; ; If SLAs have been breached by more than 10% in a given month, the support service fee will be refunded in the same proportion as the SLA breach, in exchange for full customer feedback and cooperation in a Non-Conformance investigation with Eigen staff.; ; Customers can report Non-Conformances at any time, which will be duly acknowledged and responded to, as part of our ISO 9001 processes.
• Approach to resilience: Resilience of the infrastructure is the responsibility of the customer.
• Outage reporting: Outages are detected by our support team via service monitoring hooks and acted upon as part of the optional content and IT infrastructure support service. If necessary, users will be notified via email.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
• Access restrictions in management interfaces and support channels: Restricted access provided to limited staff only. Role-based security is implemented in the front-end.; Backend component access for management and support requires VPN access. Also access is restricted via a Bastion host with incoming IP whitelisting. The Bastion host only has access to the backend components required for management and support.
• 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: User-defined
• Access to supplier activity audit information: Users have access to real-time audit information
• How long supplier audit data is stored for: User-defined
• How long system logs are stored for: User-defined

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: ISO Quality Services Limited
• ISO/IEC 27001 accreditation date: 14/06/2021
• What the ISO/IEC 27001 doesn’t cover: It covers all of our processes, described in the certificate as: "Provision of Consultancy, Services, Software and Support of Secure Operational Technology Systems"
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: No
• Cyber essentials plus: No
• 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
• Information security policies and processes: Our security organisation includes the CISO, a Technical Security Analyst (specialist) and a team of internal IT service coordinators. Also the office Quality Management Administrator keeps the agenda and performs periodic ISO 27001 audits (approximately one per month).; ; We have 28+ Information Security policies, procedures and records stored in our internal wiki documentation system, all of which are revised and audited periodically.; ; Our Information Security team holds a weekly meeting to follow up any actions.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Configuration and source stored in Git source control. Merge requests are peer reviewed for code quality and security best practices before merged into the main code. Deployments are tagged DevOps pipelines.; ; Periodic penetration test results are analysed to address any detected vulnerabilities. Vulnerability reports are tracked to identify any vulnerabilities in any software libraries used and the libraries are upgraded when required.; ; The formal software release process documented in the SFR-028 DevOps Process, which is regularly audited and improved upon.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: We have developed SFR-062 Technical Vulnerability Process in response to the log4j vulnerability to provide a framework for faster responses to critical vulnerabilities.; ; Any new vulnerabilities are assessed for criticality: If critical, a fast track process of assessment, change management and implementation of mitigations is launched. If not critical, the vulnerability follows the monthly pattern of patches. Servers have auto-patching alerts.; ; Information about new threats are gathered from various sources documented in ISFR-024 "Technical Vulnerability News Feed sources", and are monitored by support staff: sources include: SANS Newsbites, ICS CERT, UK NCSC, CVE on twitter, linkedin, CISA.gov, NIST, etc.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: We have an in-house SIEM system gathering logs from all our servers. We also have configured Naemon alerts to identify anomalies such as multiple failed log-ins.; ; We have developed and periodically test the process "SFR-041 - Security Incident Response Plan".; ; We respond to incident as fast as the situation requires, in cooperation with our customer's security teams.
• Incident management type: Supplier-defined controls
• Incident management approach: The process defines the Incident Response Team Lead, Incident response members (and covers), and external parties.; ; Any Eigen staff can report incidents: A reporting process is included.; ; It defines steps to Report, Investigate, Initial Containment and Response actions (making sure to preserve any evidence), Communications/PR, Maintaining business continuity, Resolution, Recovery and Post-Incident Review.; ; Through the process a record of the timeline is kept and any associated evidence or facts discovered. Incident reports can be provided upon request.; ; This process has been tested and proven satisfactorily with real incidents and reviewed for compliance with ISO 27001.

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

  To manage our environmental impact Eigen have identified five areas in which we as a company can implement initiatives to manage and reduce these impacts. These five areas are: Paper Usage - By maximising our use of available technologies by using digital filing systems and electronic invoicing and encouraging our clients to engage with us using electronic means where possible. Energy Usage - The decision to choose Environmentally Friendly Offices which were designed with efficiency in mind by using eco-friendly use of lighting, ventilation, materials, and energy efficient controls. Waste Management - Recycling all electronic equipment using an approved E- Waste business and using the office recycling services for paper, ink cartridges, mobile phones, batteries, and food waste. Purchasing Supplies - The consideration for goods which are manufactured used and disposed of in an environmentally responsible way. We favour suppliers that are committed to environmental improvement and give preference, when possible, to those goods that are manufactured with high recycle content. Travel - A major contributor to recent environmental success has come from our investment in digital infrastructure to facilitate remote working, minimising commutes, and fossil fuel usage. We consider alternative travel methods for business appointments such as high-speed trains and promote the use of public transport, car sharing or cycling to work for all staff where possible. We have an HSE-0004 Environmental Policy which outlines our approach and targets to these impact areas. This policy is part of our ISO 9001 catalogue of company documents and contained within our Staff Handbook, compliance with which forms part of our employee induction programme. This Environmental Policy is reviewed annually as part of our quality assurance process and staff training awareness session are scheduled as appropriate.
• Covid-19 recovery:

  Covid-19 recovery

  n/a
• Tackling economic inequality:

  Tackling economic inequality

  n/a
• Equal opportunity:

  Equal opportunity

  We are an equal opportunity employer and have implemented an Equal Opportunities Policy which governs how staff must behave and forms part of the employee induction programme. Our Policy, contained within the Eigen Staff Handbook, covers all aspects of employment, from vacancy advertising (internally and externally), selection, recruitment, and training to all conditions of service and reasons for termination of employment. Eigen does not and will not discriminate on the basis of race, religion or similar belief, colour, nationality, national or ethnic origin, sex, marital or family status, sexual orientation, sex change status, age, disability or against employees working on a fixed term or part time basis. We employ demographic monitoring, currently employing a diverse workforce spanning five different nationalities, and ranging in age from 20 to 69. Our recruitment and selection process has a focus on merit and does not advantage or disadvantage candidates based on any protected characteristics. We strive to ensure opportunities are open and accessible to all, providing infrastructure and equipment to cater to a variety of accessibility needs including remote working arrangements. We support in work progression, giving staff the opportunity to develop new skills relevant to their job role responsibility. We have been approved a sponsorship licence which gives us great flexibility to make new hires from resources from all around the world. We demonstrate action to identify and manage the risks of modern slavery in the delivery of the contract, which is detailed in our POL-0009 Anti-Slavery and Human Trafficking Policy and is also part of our SFR-014 Services Sub-contractor Process to include our supply chain.
• Wellbeing:

  Wellbeing

  Eigen is committed to providing a work environment which allows its employees to achieve a balance between their work life and home life by being flexible over work practices. We endeavour to reasonably accommodate an employee’s need for flexibility, subject to business requirements. We operate a hybrid work environment where staff share their time between the office and working from home. Our HSE-0001 Policy states that an open line of communication will be maintained which may include any Health & Safety concerns whilst employees are working from home. Our HSE-0002 Occupational Policy covers all Eigen's occupational health practices and covers our legal obligations but also states that the company will take steps to provide working conditions which are not only healthy and comfortable, but which will encourage optimum performance from staff. We schedule weekly cycle ride outs, for those who wish to attend which is not only beneficial for team building but also for the physical and mental wellbeing of all our staff. All staff are paid the real living wage and signposted to third party support services, such as mental health support and training, should the need be identified during staff appraisals.

Pricing

• Price: £108.50 to £254 a user a month
• Discount for educational organisations: No
• Free trial available: Yes
• Description of free trial: Free trial license for 3 months, subject to payment of onboarding, installation and connection to data source(s) services.; ; Fully featured version of Eigen Ingenuity for 10 Users, and connected to one or more data sources. Also includes access to the Eigen Academy of training courses.; ; Content creation not included.

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

• Modern Slavery statement

  ODT

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 info@eigen.co. Tell them what format you need. It will help if you say what assistive technology you use.