KEAMORE LIMITED

SymTerra

SymTerra is a cloud-based communication tool built for on-site project teams, replacing WhatsApp and linking with your existing systems to better report and understand what's happening.

Utilising a mobile application with offline capabilities, managers have full visibility and control of works through real-time reporting, dashboard and data analytics.

Features

• BIM & Digital Twin integration
• Electronic Asset Management System (EAMS)
• Dashboards, Automated Workflows, Defects, Audit Trail, Messaging, Tasks, Search
• Form Builder
• Site Management & Field Management mobile application
• Risk Registers, Safety Registers
• Schedule and Tasks Management
• Real time reporting
• CDE Common Data Environment aintegration
• Power Bi And Data Analytics Integration

Benefits

• Reduce IT software costs
• Simplify data collection across the entire business
• Reduced admin by streamlining data capture
• Manage and mitigate risk
• Reduce project costs
• Real-time visibility and control of projects
• Improve team efficiencies
• Eliminate data silos with our Data Analytics System
• GIS integration
• Fatigue Management

£10 a user a month

• 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 john@symterra.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

352983951550985

Contact

John Ryan
07590849396
john@symterra.com

Service scope

• Software add-on or extension: No
• Cloud deployment model:
  • Public cloud
  • Private cloud
• Service constraints: None outside of standard planned maintenance on pre-defined schedule.
• System requirements:
  • Modern Web Browser
  • IOS, Windows, or Android Phone or Tablet
  • Available in online and offline mode (via mobile device app)
  • Apple iPad
  • Apple iPhone
  • Android Tablet
  • Android phone
  • Windows
  • Mac OS
  • Linux

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Within 24 hours
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.1 AAA
• 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: WCAG 2.1 AAA
• Web chat accessibility testing: UX/UI design aligns with best practice in the industry and is under continual review as a business
• Onsite support: Yes, at extra cost
• Support levels: Support is via telephone, email, online and onsite as outlined below. ; ; Basic support - online only & is included in the subscription fee at no extra charge.; ; Professional support - as per Basic support + phone & messaging; ; Enterprise support: as per advanced + on-site at a standard day rate.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: We provide online training for admin users and then a series of training for superusers as well as online training for all users. This is backed up by online training guides & videos.; ; In-person setup & training is available for Enterprise clients.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • ODF
  • PDF
  • Other
• Other documentation formats: Video
• End-of-contract data extraction: Data can be extracted through the API at any time. At the end of the contract SymTerra will provide the client with all the data in an open standard format to ensure it is transferrable and useable for future requirements/platforms.
• End-of-contract process: SymTerra will provide a final handover of all data held on the platform. All service and support is included in the contract. Platform access will then be revoked for the client. Additional archiving of data services can be provided at an additional cost.

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
  • Linux or Unix
  • MacOS
  • Windows
  • Windows Phone
  • Other
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: Mobile is primarily focused on sharing key information with the delivery team and recording their updates.; Desktop offers advanced search facilities and reporting/dashboards.
• Service interface: Yes
• User support accessibility: WCAG 2.1 AAA
• Description of service interface: Our UX/UI has been designed to function on both mobile & web for the most common size devices in use.
• Accessibility standards: WCAG 2.1 AAA
• Accessibility testing: Our UX/UI has been developed with industry best practice and is continual under review
• API: Yes
• What users can and can't do using the API: Admin level users can utilise services via API.; ; SymTerra has a number of integrations with third-party products and additional ones can be developed as required by clients.; ; SymTerra's open API allows the synchronised push and pull of data between external software and the platform.
• API documentation: Yes
• API documentation formats:
  • HTML
  • PDF
  • Other
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: The platform is highly configurable, allowing clients to customise many features, including interfaces, integrations, forms, folder structures, and access controls.; ; Example customisations include; Users can set up a project, create forms, lists of tasks, deliverables & workflows, add users and suppliers and create dashboards, report and email summary reports as required.; ; Form builder allows users to capture fields such as : date, name, drop downs, tick boxes, and digital signatures.; ; Forms & trackers are available for snags, risks, safety, fault management.; ; Daily summary reports with online dashboards and customised weekly reports are available.

Scaling

• Independence of resources: SymTerra's platform is built on cloud architecture with physical severs in geographically separate locations with built-in redundancies.

Analytics

• Service usage metrics: Yes
• Metrics types: Standard usage metrics available via dashboards.
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Up to 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 3.0)
• Penetration testing frequency: At least every 6 months
• Penetration testing approach: In-house
• Protecting data at rest:
  • Physical access control, complying with CSA CCM v3.0
  • Encryption of all physical media
• Data sanitisation process: Yes
• Data sanitisation type: Deleted data can’t be directly accessed
• Equipment disposal approach: A third-party destruction service

Data importing and exporting

• Data export approach: Users can export data from the platform in various formats such as CSV, Excel, PDF & image/video file formats
• Data export formats:
  • CSV
  • ODF
  • Other
• Other data export formats:
  • XLSX
  • XML
  • JSON
  • DOCX
• Data import formats:
  • CSV
  • ODF
  • Other
• Other data import formats:
  • XLSX
  • JSON
  • XML

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: SymTerra guarantees that users will be able to use the platform 99.5% of the time in a month excluding ; (i) planned maintenance or upgrades or updates; ; (ii) any failure caused by any act by the user or third party that is not a service provider of SymTerra ; or; (iii) any failure caused by any event beyond SymTerra's reasonable control.
• Approach to resilience: Information regarding the resilience of the SymTerra Platform is available on request.
• Outage reporting: Outages are reported to users via email alerts.

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: Access to management interfaces is restricted to specific admin users.; ; Role-based authorisation following their authentication is in place for management interfaces & support channels.; ; User accounts and permissions are reviewed regularly to ensure that accounts and access permissions are still appropriate.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)
  • Username or password

Audit information for users

• Access to user activity audit information: Users contact the support team to get audit information
• How long user audit data is stored for: User-defined
• Access to supplier activity audit information: Users contact the support team to get 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: No
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: Yes
• Any other security certifications: Data centres used comply with ISO/IEC 27001 certification

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: SymTerra has Information Security Policy in place.; ; Employees are required to have understood and comply to the Information Security policy. Training is carried out regularly.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Datacentres used conforms to a recognised change management standard and is ISO27001 certified.; SymTerra follows an agile/iterative development approach for delivering product functionality.; All changes to the platform are thoroughly tested on our QA platform before being rolled out on Production.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: We conduct in-house penetration testing and monitor activity across our services to identify any potential threats or suspicious activity.; Vulnerability & patching is driven by bulletins from our tech stack providers.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Undisclosed
• Incident management type: Supplier-defined controls
• Incident management approach: We use an internal incident management system.; Users can raise incidents through our helpdesk support. ; ; We conduct a root cause analysis of any incident and implement fixes as required.

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
  • Covid-19 recovery
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  Using SymTerra contributes to more efficient work and this reduces wastage, rework, excessive energy usage and therefore reduces the carbon footprint of any project.

  Covid-19 recovery

  SymTerra enables effective remote collaboration while reducing paperwork and the need for additional site visits.

  Tackling economic inequality

  SymTerra commits to a policy of paying above National Living Wage for all roles, including entry level roles and regardless of age

  Equal opportunity

  SymTerra is committed to encouraging equality, diversity and inclusion among our workforce, and eliminating unlawful discrimination.; ; The aim is for our workforce to be truly representative of all sections of society and our customers, and for each employee to feel respected and able to give their best.; ; The organisation – in providing goods and/or services and/or facilities – is also committed against unlawful discrimination of customers or the public.

  Wellbeing

  SymTerra is committed to being recognised as a responsible employer, that supports the wellbeing of all its employees.; ; SymTerra recognises that its employees may encounter, throughout their lives, events that may affect them in the workplace including those related to their health, personal or domestic situation as well as work-related problems.; ; SymTerra has processes in place to support employee's wellbeing.

Pricing

• Price: £10 a user a month
• Discount for educational organisations: Yes
• Free trial available: Yes
• Description of free trial: 14 day free trail period can be arranged

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 john@symterra.com. Tell them what format you need. It will help if you say what assistive technology you use.