INTELLIGENT DECISIONING LTD

docBot

A centralised, SharePoint-based solution delivering structured, searchable answers to common queries. It enhances user experience with intuitive navigation, categorisation, and Microsoft 365 integration. Designed for scalability and compliance, it reduces support overhead, improves knowledge sharing, and ensures accurate, accessible information across your organisation.

Features

• Centralised Knowledge Hub – Consolidates FAQs into one secure location
• Advanced Search Functionality – Enables retrieval of relevant answers
• Microsoft 365 Integration – Seamlessly connects with Microsoft 365
• Role-Based Access Control – Secure, permission-based access
• Responsive Design Interface – Fully responsive display
• Real-Time Content Updates – Instantly reflects changes to information
• Customisable Categories and Tags – Provides intuitive navigation and filtering.
• Scalable Architecture – Supports growth across the whole organisation
• Compliance and Security Alignment – Meets ISO27001 standards.
• Analytics and Reporting Tools – Tracks usage trends

Benefits

• Access answers instantly – Reduce time spent searching for information
• Publish content from multiple devices – Update FAQs anywhere, anytime
• Manage content on the move – Edit/organise FAQs remotely
• Empower employees with self-service – Minimise support requests
• Onboarding processes – Provide starters with access to essential knowledge
• Enhance collaboration across teams - Share consistent, accurate information
• Reduce queries to support – Free resources for high-value tasks
• Maintain governance standards through controlled, auditable content updates
• Centralise organisational expertise for long-term accessibility and continuity.

• Education pricing available
• 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 info@id-live.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

343471565656676

Contact

Tony Pounder
07967 320622
info@id-live.com

About the service

• Service categories:
  • Applications
    • Content workflow and management
      • Content services
        • Enterprise Content Management Applications
        • Content Sharing and Collaboration Applications
      • Persuasive content management
        • Digital Asset Management Applications
        • Product Content Management Applications
        • Digital Adoption Platform
      • Enterprise portals and digital workspaces
        • Multi-Audience Portals
        • Integrated Employee Workspaces
• Multi cloud support: No

Service scope

• Software add-on or extension: Yes
• What software services is the service an extension to: Microsoft 365, Microsoft SharePoint Online and Microsoft Teams
• Cloud deployment model:
  • Public cloud
  • Private cloud
• Service constraints: FAQs is designed for SharePoint Online within Microsoft 365 and requires modern browsers. It does not support legacy browser versions. Planned maintenance aligns with Microsoft 365 update schedules, with minimal downtime. Support is limited to UK business hours and excludes hardware-specific troubleshooting.
• System requirements:
  • Microsoft 365 tenant with SharePoint Online enabled
  • Microsoft 365 Business or E3 licence

User support

• Email or online ticketing support: Yes
• Support response times: UK office hours - 08:00 - 18:00 Low Priority Response Time: 4 hours Resolution Time: 30 days Medium Priority Usually applied to single-function errors; resolution within agreed timeframe (often under 15 days). High / Urgent Priority Major incidents or critical business impact; response within hours, resolution expedited (often same day or within 1–2 days)
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.2 AAA
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: Yes
• Web chat support availability: 9 to 5 (UK time), Monday to Friday
• AI chatbot: Yes
• Web chat support accessibility standard: WCAG 2.2 AAA
• Web chat accessibility testing: The service provider has carried out web chat testing
• Onsite support: Yes, at extra cost
• Support levels: Intelligent Decisioning provides retained consultancy and managed support services under a personalised SLA, with the costs being on a day rate basis of £900 per day. Support covers Incident Management, Problem Management, and Request Management, with unlimited ticket logging via a self-service portal and monthly usage reporting. Standard hours are Monday–Friday, 08:00–18:00 UTC, excluding holidays. Customers receive a dedicated principal contact and access to Microsoft 365 experts for SharePoint, Power Platform, and related technologies.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Intelligent Decisioning provides a structured onboarding process to ensure users quickly adopt FAQs.; ; Training Options:; ; Online Training: Interactive sessions via Microsoft Teams covering configuration, branding, and audience targeting.; On-site Training: Available for enterprise deployments requiring hands-on workshops.; ; User Documentation: Comprehensive guides and admin manuals, including step-by-step instructions for menu design, permissions, and publishing. ; ; Onboarding Support:; We offer initial setup assistance, including configuration of MegaNav contexts, permissions, and menu structures. Administrators receive guidance on using the drag-and-drop designer, updating navigation globally, and applying branding. Advanced tools like the MegaNav Entity Updater are provided for bulk updates and governance. ; ; Who We Help:; Site administrators and content managers are the primary audience for training, ensuring they can manage navigation without technical intervention. Showcase sites and demo environments are available for practice and inspiration.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• Documentation accessibility standard: WCAG 2.2 AA
• End-of-contract data extraction: Intelligent Decisioning ensures clients retain full control of their data when a contract ends. All client-owned materials, including documents, configurations, and deliverables (completed or in progress), are returned promptly. We provide reasonable assistance to support data migration and service continuity, ensuring a smooth transition to the client or a nominated replacement provider. Until handover is complete, Intelligent Decisioning remains responsible for safeguarding all data and deliverables and will not use them for any other purpose. Any pre-paid charges for unused services are refunded on a pro-rata basis. We maintain compliance with data protection obligations throughout the extraction process, including managing any personal data held by subcontractors. These measures guarantee transparency, security, and minimal disruption during contract termination.
• End-of-contract process: Intelligent Decisioning ensures clients retain full control of their data when a contract ends. All client-owned materials, including documents, configurations, and deliverables (completed or in progress), are returned promptly. We provide reasonable assistance to support data migration and service continuity, ensuring a smooth transition to the client or a nominated replacement provider. Until handover is complete, Intelligent Decisioning remains responsible for safeguarding all data and deliverables and will not use them for any other purpose. Any pre-paid charges for unused services are refunded on a pro-rata basis. We maintain compliance with data protection obligations throughout the extraction process, including managing any personal data held by subcontractors. These measures guarantee transparency, security, and minimal disruption during contract termination.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: The service is fully responsive so the differences are down to the order in which the screen are displayed - the content is stacked for a mobile device
• Service interface: Yes
• Description of service interface: The Intelligent Decisioning FAQs interface is a modern, responsive design built on SharePoint and integrated with Microsoft 365. It offers intuitive navigation with categorised sections, keyword search, and dynamic filtering for quick access to answers. Users can view content on any device, ensuring seamless mobile and desktop experiences. Administrators benefit from role-based controls, enabling secure content management and updates. The interface supports rich text formatting, embedded media, and links for enhanced clarity. Analytics dashboards provide insights into usage trends and popular queries. Overall, the interface combines simplicity, accessibility, and compliance to deliver an efficient, user-friendly knowledge hub.
• Accessibility standards: WCAG 2.2 AA
• Accessibility testing: Intelligent Decisioning conducts accessibility testing to ensure docCentrum meets WCAG 2.1 AA standards and PSBAR compliance. Testing includes user sessions with customers who have assistive technologies such as screen readers (JAWS, NVDA), keyboard-only navigation, and high-contrast modes. We validate that all interactive elements are operable without a mouse, content is perceivable, and navigation is logical for users relying on assistive tools. During UAT, selected participants tested workflows for mandatory reads, document search, and compliance tasks using screen readers and voice navigation. Issues identified—such as missing ARIA labels or inconsistent focus order—were remediated before release. Continuous improvement is embedded in our process, with periodic audits and feedback loops to maintain compatibility with evolving assistive technologies. This ensures inclusivity and usability for all users, regardless of ability.
• User support accessibility: WCAG 2.2 AA
• API: Yes
• What users can and can't do using the API: What Users Can Do; ; Set up the service: Users can initialise FAQs by creating categories, tags, and content structures through API endpoints. Authentication uses Microsoft Entra ID for secure access.; Make changes: Users can add, update, or delete FAQ entries, modify metadata, and manage categorisation programmatically. Role-based permissions apply to ensure compliance.; Integrate with other systems: The API supports RESTful calls for embedding FAQs into portals or apps.; ; What Users Can’t Do; ; Change core architecture: Users cannot alter underlying SharePoint schema or security model.; Override compliance controls: Governance and audit settings are enforced and cannot be bypassed.; Bulk upload without validation: API enforces data integrity checks, preventing incomplete or non-compliant content.
• API documentation: Yes
• API documentation formats:
  • Open API (also known as Swagger)
  • PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: What Can Be Customised; ; Categories and Tags: Organise FAQs into logical groups for easier navigation.; Branding: Apply corporate colours, logos, and themes to match organisational identity.; Content Layout: Configure display options such as collapsible sections, featured FAQs, and search filters.; Permissions: Define role-based access for viewing, editing, and publishing content.; ; How Users Can Customise; ; Through SharePoint Settings: Use built-in configuration options for branding and layout.; Via Admin Dashboard: Manage categories, tags, and permissions through a user-friendly interface.; Using API: Programmatically update FAQs, metadata, and structure for advanced integrations.; ; Who Can Customise; ; Site Administrators: Full control over branding, structure, and permissions.; Content Owners: Ability to add, edit, and organise FAQs within assigned categories.; Developers: Use API endpoints for automation and integration with external systems.

Scaling

• Independence of resources: Intelligent Decisioning ensures consistent performance by leveraging Microsoft 365’s elastic cloud architecture and Azure App Services, which automatically scale resources under load. Workflows run independently within Power Platform environments, preventing contention between users. Metadata-driven caching and throttled background tasks maintain responsiveness, while API rate limits and telemetry via Application Insights enable proactive monitoring. These measures guarantee that high demand from some users does not impact others, preserving compliance and document access across the organisation.

Analytics

• Service usage metrics: Yes
• Metrics types: FAQs Service Metrics; FAQs provides analytics through Mercury Analytics, tracking user interactions and navigation performance. Metrics include click tracking on menus and tiles, page views, load times, and user journey analysis. Audience-targeting insights show menu usage by groups, while document access monitoring identifies frequently accessed content. Data is stored in your Azure subscription and can be exported to Power BI or Excel for custom dashboards. Both named and anonymised data options are supported for compliance.
• Reporting types:
  • API access
  • Real-time dashboards
• Resource tagging: Yes
• FOCUS resource tagging: Yes

Supplier type

• Supplier type: Reseller providing extra features and support
• Organisation whose services are being resold: Microsoft

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Security Clearance (SC)

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 4.0)
• Penetration testing frequency: Never
• Protecting data at rest:
  • Physical access control, complying with CSA CCM v4.0
  • Physical access control, complying with SSAE-18 / ISAE 3402
  • Physical access control, complying with another standard
  • Encryption of all physical media
• Data sanitisation process: Yes
• Data sanitisation type:
  • Data Erasure
  • Physical Destruction / Hardware containing data is completely destroyed
• Equipment disposal approach: A third-party destruction service

Data importing and exporting

• Data export approach: Intelligent Decisioning ensures customers can securely extract all their FAQs data. Administrators can access the FAQs solution and use export features to download directly from SharePoint Online.
• Data export formats:
  • CSV
  • Other
• Other data export formats: JSON
• Data import formats: Other
• Other data import formats: JSON

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • Private network or public sector network
  • TLS (version 1.2 or above)
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway

Availability and resilience

• Guaranteed availability: Intelligent Decisioning guarantees high availability for FAQs by leveraging Microsoft 365’s resilient cloud infrastructure. Our service targets 99.9% uptime, excluding scheduled maintenance and Microsoft platform outages. Availability is monitored continuously, and performance metrics are reported through the Admin Centre and Microsoft Service Health dashboards. Service Level Agreement (SLA): Availability Commitment: 99.9% monthly uptime. Scope: Includes access to FAQS features, workflows, and compliance tasks hosted within Microsoft 365. Exclusions: Planned maintenance windows and force majeure events. Refunds and Remedies: If availability falls below the guaranteed level, customers are eligible for service credits applied against future invoices. Credits are calculated proportionally to the downtime experienced and documented in the SLA terms. For retained consultancy packages, additional support time may be offered as compensation. Our approach combines Microsoft’s enterprise-grade redundancy with Intelligent Decisioning’s governance and monitoring, ensuring minimal disruption and transparent reporting for compliance and audit purposes.
• Approach to resilience: FAQs is built on Microsoft 365 and Azure, leveraging enterprise-grade resilience and redundancy. The service uses Microsoft’s globally distributed datacentres, which operate in active-active configurations across multiple geographic regions. Each data-centre includes redundant power, cooling, and network connectivity, ensuring high availability even during component failures. Data is replicated across multiple physical locations within the same region to maintain durability and continuity. SharePoint Online and Dataverse provide built-in replication and disaster recovery capabilities. Intelligent Decisioning applies governance and monitoring through Microsoft Service Health and Application Insights, enabling proactive detection and mitigation of issues. In the event of a regional outage, Microsoft’s failover mechanisms ensure continuity without user intervention. Combined with our SLA commitment of 99.9% uptime, this architecture guarantees resilience, scalability, and compliance for critical document control and governance processes.
• Outage reporting: FAQs reports outages through multiple channels to ensure transparency and timely communication. Service health is primarily monitored via Microsoft 365 Service Health Dashboard, which is publicly accessible to administrators through the Microsoft 365 admin centre. This dashboard provides real-time status updates, incident details, and resolution progress for all underlying Microsoft services, including SharePoint Online, Dataverse, and Azure components. For automation and integration, Microsoft offers a Service Communications API, enabling programmatic access to health data for custom dashboards or alerting systems. Intelligent Decisioning can configure this API for clients requiring automated notifications. Additionally, email alerts are sent to designated administrators when incidents occur, including outage details and estimated resolution times. Optional Teams notifications can also be configured for rapid internal communication. Combined, these mechanisms ensure customers are informed promptly and can take appropriate action during service disruptions.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
• Access restrictions in management interfaces and support channels: Intelligent Decisioning complies with ISO 27001. We enforce strict access controls across all management interfaces and support channels. Administrative access requires Multi-Factor Authentication (MFA), Conditional Access policies, and IP-based restrictions. Role-Based Access Control (RBAC) ensures least-privilege permissions, supported by dynamic group membership for efficient user lifecycle management. All administrative actions and login attempts are logged and monitored for audit purposes. Support channels are secured through identity governance, data loss prevention, and sensitivity labels. Guest access requires explicit approval and is monitored via Microsoft Purview audit tools. These measures guarantee secure, compliant access and operational resilience.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • Public key authentication (including by TLS client certificate)
  • 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

Security governance

• Named board-level person responsible for service security: Yes
• Software Security Code of Practice: Yes
• Security governance certified: Yes
• Security governance standards: ISO/IEC 27001
• Information security policies and processes: Cyber Essentials

Operational security

• Configuration and change management standard: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Configuration and change management approach: Intelligent Decisioning complies with ISO 27001, 9001 and the UK Government’s Cloud Security Principle 5: Operational Security. All changes follow a formal process using Azure DevOps, including risk assessment, approval, testing, and rollback plans. Emergency changes are reviewed post-implementation. Configuration baselines for Microsoft 365, Azure, and Windows are enforced via Intune and Defender. Segregation of duties, version control, and MFA prevent unauthorised changes. Compliance is maintained through audits, penetration testing, and annual reviews. Staff receive mandatory security training, and incidents trigger documented response procedures, ensuring resilience and transparency.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Intelligent Decisioning operates an ISO 27001-aligned vulnerability management process. We assess threats through regular risk assessments, automated vulnerability scans, and secure code reviews. Critical patches are deployed immediately; standard updates follow monthly or quarterly cycles after testing and rollback planning. Threat intelligence is sourced from Microsoft security bulletins, OWASP alerts, and vendor advisories to ensure timely response. Compliance is maintained through documented procedures, audits, and continuous monitoring, guaranteeing resilience and alignment with UK Government security principles
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Intelligent Decisioning uses Microsoft Defender XDR and Azure Monitor for continuous monitoring, alerting on anomalies and suspicious activity. Potential compromises are logged immediately and escalated under our ISO 27001-aligned Incident Response Policy. Critical incidents trigger immediate containment, eradication, and recovery actions, followed by root cause analysis and preventive measures. Response times are rapid—critical issues are addressed within hours, often starting mitigation within 60 minutes of detection. Regular audits, automated alerts, and documented procedures ensure resilience and compliance with UK Government security principles.
• Incident management type: Supplier-defined controls
• Post-quantum cryptography secure: No
• Incident management approach: Intelligent Decisioning operates an ISO 27001-certified Information Security Management System. Our incident management framework includes predefined processes for common events such as data breaches or service disruptions. All incidents are reported immediately by users via a standard template and escalated to the Information Security Manager for logging and response. Critical incidents trigger rapid containment and recovery actions, with SLAs ensuring urgent responses within 30 minutes. Formal incident reports, including root cause analysis and corrective actions, are provided internally and externally where required. Post-incident reviews and audits drive continuous improvement and maintain compliance with operational security principles.

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: Yes
• Connected networks:
  • Public Services Network (PSN)
  • Joint Academic Network (JANET)
  • Scottish Wide Area Network (SWAN)
  • Health and Social Care Network (HSCN)

Pricing

• Discount for educational organisations: Yes
• Free trial available: Yes
• Description of free trial: Includes all MegaNav features. Offered as a trial for up to six months.

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

• Less than £250,000: 2%
• Between £250,000 and £500,000: 3%
• Between £500,001 and £1,000,000: 4%
• Between £1,000,001 and £2,500,000: 5%
• Between £2,500,001 and £5,000,000: 6%
• Over £5,000,001: 10%

Standards and certifications

• ISO/IEC 27001 certification: Yes
• ISO/IEC 27001 accredited by: Citation ISO Certification
• ISO/IEC 27001 accreditation date: Friday 12 October 2018
• What the ISO/IEC 27001 doesn’t cover: The scope of the Management System applies to the following:-; THE PROVISION OF IT CONSULTANCY SERVICES AND DEVELOPMENT OF CUSTOM; SOFTWARE SOLUTIONS
• ISO 28000:2022 certification: No
• ISO 9001 certification: Yes
• ISO 9001 certification accredited by: Citation ISO Certification
• ISO 9001 accreditation date: Friday 9 July 2021
• What the ISO 9001 doesn’t cover: The scope of the Management System applies to the following:-; The provision of IT consultancyservices and development of custom software solutionS
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber Essentials Certificate Number: 2B993ED0-97BA-43B0-BB95-93AA09B2158B
• Cyber essentials plus: No
• Cyber Essentials Alternative: You do not have a current and valid Cyber Essentials Plus certificate, or will not have in place within 12 months of the date of award but have an IASME certified equivalent.
• Other security certifications: No

Social value

• 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

  • Payment of more than the National Minimum Wage or National Living Wage (as appropriate) to the contract workforce
  • Volunteering opportunities for staff
  • 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

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 info@id-live.com. Tell them what format you need. It will help if you say what assistive technology you use.