AI4PROCESS LTD

Consulting services for provisioning SaaS applications to the Cloud

We provide consulting services to configure low-code application building platforms such as Pega Infinity to create SaaS applications for customers to access via Cloud services.

Features

• Business Process Management
• CRM
• Consumer and SME Collections
• Complaints Management
• Customer Service
• 1:1 Customer Engagement
• Realtime marketing
• Intelligent Automation
• AI-powered application development

Benefits

• Improve operational efficiency
• Improve customer experience by personalised engagement
• Cost avoidance
• Automate disconnected business processes
• Realtime contextually personalised marketing
• Improve customer retention and prevent churn
• Improve propensity to pay
• Drive regulatory compliance

£0.40 to £1 a transaction

• Free trial available

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  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 michael.smith@ai4process.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

324289968462787

Contact

Michael Smith
07966768244
michael.smith@ai4process.com

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: Pega Infinity and Pega Cloud
• Cloud deployment model:
  • Public cloud
  • Private cloud
• Service constraints: Not applicable.
• System requirements: Pega licenses for Pega implementations

User support

• Email or online ticketing support: Yes, at extra cost
• Support response times: SLAs are agreed according to each individual customer's requirements.
• 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: 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: None or don’t know
• How the web chat support is accessible: WebChat can be made available to customer's on request according to each individual customer's requirements.
• Web chat accessibility testing: Not applicable.
• Onsite support: Onsite support
• Support levels: On-site support may be provided on a time and materials basis depending on each individual customer's requirements.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Ai4process can offer online or remote training and we will work with each individual customer to onboard them according to the service they will be taking advantage of.
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: Via online tooling and services on request.
• End-of-contract process: Each contract is designed according to the client's unique requirements and costs will be outlined within each individual agreement.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • Microsoft Edge
  • Chrome
  • Safari
• Application to install: Yes
• Compatible operating systems:
  • Android
  • IOS
  • Linux or Unix
  • MacOS
  • Windows
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: The screens will be rendered according to the device in question. User interfaces are built according to each individual customer's requirements.
• Service interface: Yes
• User support accessibility: WCAG 2.1 AAA
• Description of service interface: We make use of the Pega Constellation interface for Pega Infinity ; implementations.
• Accessibility standards: WCAG 2.1 AAA
• Accessibility testing: Not applicable.
• API: Yes
• What users can and can't do using the API: We can offer any and all API types, including Restful APIs etc. according to each individual customer's requirements.
• API documentation: Yes
• API documentation formats:
  • HTML
  • PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: By taking advantage of the underlying Pega Infinity platform functionality.

Scaling

• Independence of resources: Pega Cloud is a single tenant environment, so users will not be affected by demands from other clients.

Analytics

• Service usage metrics: Yes
• Metrics types: Service metrics are provided as standard as a part of the underlying cloud and SaaS platform in use.
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

• Supplier type: Reseller providing extra support
• Organisation whose services are being resold: Pegasystems

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: Up to Baseline Personnel Security Standard (BPSS)

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: Yes
• Datacentre security standards: Complies with a recognised standard (for example CSA CCM version 3.0)
• Penetration testing frequency: At least every 6 months
• Penetration testing approach: Another external penetration testing organisation
• 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: No
• Equipment disposal approach: A third-party destruction service

Data importing and exporting

• Data export approach: Data will be exported according to each individual customer requirements, although standard tooling is available such as ETL tools.
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • Customer formats
  • Database extracts
• Data import formats:
  • CSV
  • Other
• Other data import formats:
  • Custom formats
  • Direct database imports

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • Private network or public sector network
  • 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: Pega will use commercially reasonable efforts to make the Pega Cloud production Environment available with a Monthly Uptime Percentage of 99.95% (the service level agreement, or “SLA”).; ; In the event that the Monthly Uptime Percentage does not meet the SLA during a subscription month, client is eligible to receive a credit equal to 10% of the subscription fees for that subscription month. Pega will apply any SLA credits against subscription fees due under the applicable production schedule in future months.
• Approach to resilience: Pega designs, architects, and deploys its Pega Cloud® Environments in a deployment region with significant fault tolerance and survivability. Each Environment can endure many of the most common, and even some of the most uncommon, failure scenarios, including but not limited to failure of:; ; - Any single compute instance.; - A database instance or database node cluster.; - An entire Zone caused by flood, fire, or other such catastrophic event.; - Power, cooling, or other such services to a Zone.; - Load balancing resources.; - An underlying storage device within a Zone.; - A database cluster or database pair.; - Any Pega software tier or service.; ; Pega deploys its resources with a high availability architecture that incorporates industry-leading best practices from our hyperscaler partners and decades of Pega know-how. Our design choices around physical infrastructure, networking and routing, data and data stores, container orchestration, and Pega Infinity help us achieve the Pega Cloud Service Level Agreement and our Data backup, data-restoration, and data durability Recovery Point and Time Objectives (RPO/RTO).
• Outage reporting: Pega Status is a Pega Cloud® feature that provides you with a display of real-time information on the overall health of each active region in your subscription. You can also see the up-time performance of each component of your Pega Cloud within a deployment region.; ; One of the key benefits of Pega Cloud is the prioritization of the transparency Pega provides clients. Pega understands that knowing the health of your business-critical solutions is important. Use Pega Status and a Status notification subscription to keep informed of the health and availability of your Pega Cloud services by exploring Pega Status.; ; Using Pega Status, people in your organization with appropriate credentials can see various operational details like a degrade in up-time performance, partial or major outages, and maintenance activities. Furthermore, you can see historical information like past incidents and up-time statuses. A brief description of each region and component is provided for clarity.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)
  • Dedicated link (for example VPN)
  • Username or password
• Access restrictions in management interfaces and support channels: Authentication and authorisation of users is the responsibility of the customer. Pega supports multiple external identity providers as well as SSO.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • 2-factor authentication
  • 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: 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: Schellman & Company, an ANAB and UKAS accredited Certification Body.
• ISO/IEC 27001 accreditation date: 25/1/2018
• What the ISO/IEC 27001 doesn’t cover: Not applicable.
• ISO 28000:2007 certification: No
• CSA STAR certification: Yes
• CSA STAR accreditation date: 28/04/2020
• CSA STAR certification level: Level 2: CSA STAR Attestation
• What the CSA STAR doesn’t cover: Not applicable
• PCI certification: Yes
• Who accredited the PCI DSS certification: RSM LLP
• PCI DSS accreditation date: 11/01/2019
• What the PCI DSS doesn’t cover: Not applicable.
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: Yes
• Any other security certifications:
  • Pega Cloud meets the requirements of the HIPAA/HITECH regulations
  • EU-U.S. and Swiss-U.S. Privacy Shield Frameworks
  • Pega Cloud for Government has achieved FedRAMP compliance

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: CSA CC 2.0
• Information security policies and processes: Pega Cloud has a Written Information Security Program (WISP) reviewed annually. The Pega Cloud WISP meets the requirements of NIST Special Publication 800-53, Revision 4. Pega is ISO/IEC 27001:2013 (“ISO 27001”) certified for information security management supporting infrastructure and services. Pega also holds a current Cyber Essentials Certificate.

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: Please refer to https://community.pega.com/knowledgebase/change-management-pega-cloud for details.
• Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Vulnerability management approach: Please refer to https://docs.pega.com/pega-cloud-government-subscription-documentation/security-standards-pega-cloud-government for details.
• Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Protective monitoring approach: Please refer to https://docs.pega.com/pega-cloud-government-subscription-documentation/security-standards-pega-cloud-government for details.
• 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: Please refer to https://docs.pega.com/pega-cloud-government-subscription-documentation/incident-response-and-management-pega-cloud-government for details.

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

• Social Value:

  Social Value

  • Fighting climate change
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  We are committed to driving down our energy and carbon impacts, as we believe that climate change is one of the greatest risks to our world. Our sustainability program is committed to environmentally sustainable initiatives that deliver near-term efficiency, value, and health for our business, our people, and the wider community. ; ; We encourage our customers to reduce their impact on the environment by recommending the use of more sustainable materials. We actively promote a paper-free office. We regularly support our clients to avoid printing and we will make all endeavours to be a digital-first business.; ; We seek to comply with current environmental legislation and work to minimise the impact of our activities on the environment.

  Tackling economic inequality

  All decisions concerning staff are based on merit (apart from in any necessary and limited exemptions and exceptions allowed under the Equality Act). We actively oppose and avoid any unlawful or unethical discrimination including, but not limited to the following areas: ; ; • pay and benefits; • terms and conditions of employment; • dealing with grievances and discipline; • dismissal; • redundancy; • leave for parents; • requests for flexible working

  Equal opportunity

  Our policies provide equality, fairness and respect for all in our employment, whether temporary, part-time or full-time. We actively oppose and avoid any unlawful or unethical discrimination on the basis of areas including, but not limited to, the following:; • age; • disability; • gender reassignment; • marriage or civil partnership; • pregnancy and maternity; • race (including colour, nationality, and ethnic or national origin); • religion or belief; • sex; • sexual orientation

  Wellbeing

  ai4process take our responsibilities towards the health and wellbeing of our employees very seriously and promote an environment where our people should enjoy a healthy work / life balance. ; ; To help us achieve this, we have appointed a Wellness Officer, who can be approached to discuss any personal issues or anxieties that may impact our employees’ work. ; ; The Wellness Officer will endeavour to support the employee through their personal difficulties by offering whatever assistance is reasonably possible, whilst minimising any negative impact to ai4process, its other employees, customers and the general public.

Pricing

• Price: £0.40 to £1 a transaction
• Discount for educational organisations: No
• Free trial available: Yes
• Description of free trial: A free 30 day trial is available for Pega Platform and Customer Service.
• Link to free trial: https://www.pega.com/products/try-now

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  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 michael.smith@ai4process.com. Tell them what format you need. It will help if you say what assistive technology you use.