Lexacom

Service scope

Software add-on or extension: No
Cloud deployment model: Public cloud
Service constraints: None
System requirements: Internet connectivity

.NET 4.7+ (for Windows client installations)

Processor: Minimum 1.4Ghz, Recommended 2 Ghz+

Memory: 2GB minimum / 4GB recommended

User support

Email or online ticketing support: Email or online ticketing
Support response times: The Support Desk will be manned from 09:00 hrs to 17:00hrs each week day by 1st Line Technicians. All contact will enter a queueing system and will be answered in order of contact being received and case numbers will be allocated and recorded.

1st Line Technicians are expected to resolve 80% of cases within 1 hour of the call being answered.

upport Desk KPI’s include:
95% of calls are resolved on initial contact
Average time of 15 minutes to resolve a case at 1st line contact
98% user satisfaction, via after-call survey, with the handling and outcome of the call.
User can manage status and priority of support tickets: No
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: The Technical Support Help Desk (Support Team) is the single point of contact for all Service users on a daily basis, and is performance managed to ensure that all incidents and service requests are handled effectively and efficiently.

Functions of the support team include: taking calls from the queueing system, case assignment, 1st line support, case escalation and customer case updates/communication.

The Support Desk will be manned from 09:00 hrs to 17:00hrs each week day by 1st Line Technicians. All contact will enter a queueing system and will be answered in order of contact being received and case numbers will be allocated and recorded.

Where a case cannot be immediately resolved by the 1st Line Technicians, it is channelled to the appropriate technical support level or product specialist. Customers are informed of progress where appropriate. If contact is made by email or call logging. Further escalation to 2nd line and software development are the subsequent steps.

All Lexacom support has the same cost with only site visits having and additional cost. Full account management is provided to all customers.
Support available to third parties: Yes

Onboarding and offboarding

Getting started: To help users start using our service, we offer a range of comprehensive support and training options designed to meet diverse needs. We offer tailored onboarding sessions that can include both onsite and online training, allowing users to choose the format that best suits their requirements and learning preferences.

Our onsite training is delivered by experienced professionals who provide hands-on guidance, ensuring users are fully comfortable with our technology. For clients who prefer remote learning, we provide detailed online training sessions conducted via webinars and interactive tutorials, accessible at any time to accommodate various time zones and work schedules.

In addition to our robust training programs, all users have access to extensive user documentation. This includes easy-to-follow manuals, FAQs, and troubleshooting guides, available on our website. We also maintain a dedicated support team ready to assist via phone or email.
Service documentation: Yes
Documentation formats: HTML

PDF
End-of-contract data extraction: Customers can securely extract their data using our user-friendly, self-service tools available in their account. These tools allow users to download their data securely in widely-used formats such as CSV, PDF, or XML, facilitating easy integration with other systems. Our dedicated support team is available to assist customers throughout the extraction process. We offer step-by-step guidance via phone or email. Throughout the extraction process, we maintain the highest levels of security to protect the integrity and confidentiality of the data, with all data transfers encrypted.
End-of-contract process: Included in the price, users can extract their data using our user-friendly, self-service tools. These tools allow users to download their data securely in widely-used formats such as CSV, PDF, or XML, facilitating easy integration with other systems. Our dedicated support team is available to assist users throughout the extraction process. We offer step-by-step guidance via phone or email.

Available at additional cost is advanced customisation or integration services. Data storage for archive purposes beyond the original contract. Expedited support services or dedicated account management.
Data extraction services if a specific format or method is required beyond the standard offerings.

Using the service

Web browser interface: Yes
Supported browsers: Internet Explorer 11

Microsoft Edge

Firefox

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: Development of our application has been driven to provide the full user functionality from both the mobile app and local client.
Service interface: No
User support accessibility: None or don’t know
API: Yes
What users can and can't do using the API: Users can set up the service via the API by authenticating and sending requests with specific parameter.

Changes are made similarly by sending requests with updated parameters. Certain limitations exist to maintain system integrity and security, such as predefined schemas and permissions.

Users must adhere to API documentation for valid requests.
API documentation: Yes
API documentation formats: PDF
API sandbox or test environment: Yes
Customisation available: Yes
Description of customisation: Customers can customise Lexacom in a huge number of ways:

All customisations can be defined at user or team/organisational level.

Examples of these customisations include:

- creation of specific workflows
- custom reports/dashboards
- the option to contribute audio and typed content to provide vocabulary adaption
- custom macros within the application (these include "text snippet" commands where verbal commands trigger the entry of predetermined text
- the Lexacom Comprehension Engine can be configured to provide intelligent simplification of terminology as you dictate
- user interface customisation

Scaling

Independence of resources: Autoscale is configured within the hosting environment to automatically increase resources during periods of increased demand. This is based on realtime usage metrics and not schedules.

Analytics

Service usage metrics: Yes
Metrics types: Lexacom provide customers with detailed service metrics. These are important to monitor application usage and return on investment. This can include activity levels and productivity gain measurements.
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 Developed Vetting (DV)

Asset protection

Knowledge of data storage and processing locations: Yes
Data storage and processing locations: United Kingdom
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: ‘IT Health Check’ performed by a Tigerscheme qualified provider or a CREST-approved service provider
Protecting data at rest: Physical access control, complying with CSA CCM v3.0

Physical access control, complying with SSAE-16 / ISAE 3402

Encryption of all physical media
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: N/A
Data export formats: Other
Data import formats: CSV

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: We are dedicated to providing a highly reliable and stable service, maintaining an exemplary track record of uptime. We pride ourselves on consistently achieving high levels of service availability, underscoring our commitment to operational excellence.

Our uptime is ensured by leveraging robust infrastructure and cutting-edge technologies. Our service delivery is supported by Microsoft Azure, known for its high resilience and secure environment.

Our SLAs are specifically tailored to meet the diverse needs and requirements of our customers, ensuring alignment with their needs. These agreements include detailed performance metrics and availability targets, which are rigorously monitored and reported through transparent communication.
Approach to resilience: We ensure high service resilience by leveraging Microsoft Azure cloud, which embodies robust asset protection and resilience measures in line with the UK Government’s cloud security principles.

Hosted in Azure UK South, our service benefits from built-in redundancy to safeguard against failures, ensuring continuous service availability. Azure’s comprehensive security includes multi-layered defenses, stringent access controls, and continuous network monitoring, mitigating risks from physical and cyber threats. Our architecture is designed to automatically scale and reroute traffic between Azure's resilient frameworks, minimizing downtime and performance bottlenecks.

Data is encrypted both at rest and in transit, with regular backups stored securely across multiple locations to enable rapid recovery in case of an incident. Microsoft Azure complies with key certifications, ensuring that our infrastructure meets high standards for security and data protection.

Detailed documentation on our resilience strategies and data center specifics is available upon request.
Outage reporting: We are committed to transparency and prompt communication in the event of service disruptions. We employ multiple methods to ensure our users are well-informed and can plan accordingly during outages. We include information on the nature of the outage, the services impacted, the expected time for resolution, and any recommended actions for users. We add details of any service outage to our website in a prominent place. Our help desk telephone lines also plays a recorded message to callers. We have the capability to send email alerts to all affected users in the event of an outage.

Identity and authentication

User authentication needed: Yes
User authentication: 2-factor authentication

Username or password
Access restrictions in management interfaces and support channels: To access Lexacom a user must have a username and secure password. They can only access the application once allocated a licence/subscription. MFA can be optionally configured at user or organisation level.
Access restriction testing frequency: At least every 6 months
Management access authentication: 2-factor authentication

Username or password

Audit information for users

Access to user activity audit information: You control when users can access audit information
How long user audit data is stored for: User-defined
Access to supplier activity audit information: You control when users can access 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: British Assessment Bureau
ISO/IEC 27001 accreditation date: 09/08/2018
What the ISO/IEC 27001 doesn’t cover: N/A
ISO 28000:2007 certification: No
CSA STAR certification: No
PCI certification: No
Cyber essentials: Yes
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: Lexacom maintain a comprehensive collection of security policies which cover:

- acceptable use
- data access and handling
- cryptography
- telecoms
- information handling
- incident response
- data (backup and antivirus)
- data protection (employee and customer)
- disaster recovery
- business continuity

Policies are reported within an information security management system.

All security polices are reviewed and updated by the Head of IT and senior management team.

Lexacom are dedicated to providing the most robust security policies utilising technology and best practice.

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: Our configuration and change management process tracks service components via version control and a managed database, documenting changes from inception. Changes undergo rigorous assessment, including security impact assessment. Validation tests and peer reviews ensure integrity and security. Critical changes require approval from stakeholders and adhere to a structured rollout plan. Continuous monitoring post-change guarantees stability and security.
Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach: We have a comprehensive vulnerability management process which rigorously evaluates potential threats through continuous monitoring of system logs, penetration testing, and vulnerability scanning. We assess vulnerabilities through automated tools, network scanning and manual inspection, prioritizing based on severity and potential impact. Rapid patch deployment via automated systems, with critical patches applied within hours of release. Information about potential threats is sourced from a variety of channels including security advisories, threat intelligence feeds, and industry forums. Regular audits and reviews of all processes are conducted periodically. The process includes ongoing employee training and awareness.
Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach: Our protective monitoring employs anomaly detection, real-time log analysis and behaviour analytics to identify potential compromises. Upon detection, we enact automated response protocols and escalate for immediate investigation and containment. Our response time is measured in minutes, enabling us to mitigate threats and minimize impact.
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: We have pre-defined processes for common events. Internal and external users report incidents via telephone or email, internal users can also report in-person or via instant messaging. Incident reports are provided to external users via email.

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

Covid-19 recovery
Equal opportunity
Wellbeing

Covid-19 recovery

Lexacom has been demonstrated to save valuable time for users experiencing significant backlogs and additional pressures since the Covid-19 pandemic.

Lexacom can be installed on an unlimited number of devices allowing users to access from home and office. This has advantages for modern hybrid working arrangements.

Equal opportunity

Lexacom has inclusive hiring practices and considers/accommodate a diverse range of candidates throughout any recruitment. We provide accessibility measures and accommodations to ensure employees with special needs can perform at their best.

We take employee mental and physical well-being very seriously and supplies an Employee Assistance Programme which allows all members of staff access to services that can assist with mental health, employment, and even legal issues.

The Supplier is incredibly proud of its history of employing staff from a wide range of backgrounds. Supporting neurodiverse team members and those with special needs is something it is incredibly passionate about.

Wellbeing

Lexacom is commonly implemented where users want to reduce the burden of typing/data entry. Allowing people to save valuable admin time and make more space for other elements of their role. User feedback consistently suggests that many people complete admin tasks in their own time away from core hours.

Task automation and reducing administrative burden allows more time to focus on key tasks, and provide a better work life balance.

Pricing

Price: £36 to £309 a licence a year
Discount for educational organisations: Yes
Free trial available: Yes
Description of free trial: A free 30 day trial period is available for Lexacom. Full access to the application, support team and training resource is available. Trial hardware can be provided upon request.

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

Lexacom

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