EXTRA TECHNOLOGY LIMITED

Automation Anywhere A360 - Co-Pilot

We resell Automation Anywhere's Enterprise A360 product suite, their latest intelligent Digital Workforce platform which provides RPA as a service for businesses of all sizes. Highly intuitive, it is suitable for business users and managers through to technical RPA developers and allows the robotisation of repetitive and logical processes.

Features

• Interacts with humans and forms to provide outputs during calls/chats.
• Provides an easy way for users to collaborate with bots
• Different interfaces connect within the same workflow, supporting multiple touchpoints.
• Available via Web, Desktop, Apps and Mobile.
• Can be part of Frontend as well as Backend Automation

Benefits

• Your Personal Digital Assistant. Helps accelerate Digital Transformation across organization
• Simplifies every task and helps prioritize urgent requests
• Collaborate with colleagues and other members of the process workflow
• Automate escalations or approvals to speed up even complex requests
• Increased customer satisfaction
• Improved Handle Time
• Faster call (issue/query) resolution
• Available on Web, Mobile and Desktop

£18,000 a licence a year

• 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 paul.donoghue-parker@extratechnology.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

415541709301711

Contact

Paul Donoghue-Parker
07739340099
paul.donoghue-parker@extratechnology.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: Automation 360 can be an extension to any Windows or web-based application. It automates complex business processes that are conducted within one or many of these systems. For certain applications, such as Microsoft Excel, Salesforce and ServiceNow, there are specific integrations that make Automation 360 an extension of those platforms.
• Cloud deployment model:
  • Public cloud
  • Private cloud
• Service constraints: Whilst the Automation 360 Control Room can be accessed from any device supporting a modern web browser, bots can only be run on a Windows (7, 8, 10,11 and Server) machine, therefore the platform can only automate applications that are supported by that operating system. Details of this can be found below:; https://docs.automationanywhere.com/bundle/enterprise-v2019/page/enterprise-cloud/topics/deployment-planning/on-prem-install/cloud-bot-agent-compatibility.html; ; The Automation 360 solution is available in 3 possible deployment models. Details about the models can be found below:; https://docs.automationanywhere.com/bundle/enterprise-v2019/page/enterprise-cloud/topics/migration/choose-deployment-model.html
• System requirements:
  • https://docs.automationanywhere.com/search?source=all&q=cloud+compatibility+device&rpp=1&labels=2
  • Please see web link provided above for latest information

User support

• Email or online ticketing support: Yes, at extra cost
• Support response times: Product Support Level 1 and 2 provided by the reseller. Level 3 by Automation Anywhere. Automation Anaywhere's SLA for Average first response time of our Support is 95% of the tickets needs to be replied <=1 or 8 hr. and Average Total Resolution time target is, ticket should be resolved completely in <=96 hrs.; ; Complete Support SLA Details based on different models available here: https://www.automationanywhere.com/customer-support; ; Bot development support from Extra Technology is also available on request but there are additional costs associated.
• User can manage status and priority of support tickets: No
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: Yes, at an extra cost
• Web chat support availability: 24 hours, 7 days a week
• Web chat support accessibility standard: WCAG 2.1 AAA
• Web chat accessibility testing: N/A
• Onsite support: Yes, at extra cost
• Support levels: Both inclusive and paid support models available.; For paid model, costs vary based on licensing and support level required.; ; Vendor SLAs; SLA: Severity 1 Initial Response: 4 hours, 2 hours, 1 hour based on Support Model Selected; SLA: Severity 2 Initial Response: 8 business hours, 4 business hours, 2 business hours based on Support Model Selected; SLA: Severity 3 Initial Response: 16 business hours, 12 business hours, 8 business hours based on Support Model Selected; SLA: Severity 4 Initial Response: 16 business hours; ; Complete Support SLA Details based on different models available here: https://www.automationanywhere.com/customer-support; ; Extra Technology can also provide bespoke managed service support at a cost.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Ensuring a smooth start in terms of product installation and customer relationship is crucial. Our team will ensure the product is successfully installed and working correctly. We have extensive technical knowledge and are known as industry experts. In addition, as one of Automation Anywhere's top level resale, consultancy and education partners, we are also on their Beta programme. We have direct access to the technical support and product teams, as well as excellent C-level relationships. We also have our own support team that provide product and bot development support.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: BotFiles, Audit Logs, BotInsights everything can be exported as XML, CSV or PDFs.
• End-of-contract process: Automation Anywhere will keep customer data, configs (bots), IQ Bot data, and most logs for 30 days after the customer’s subscription ends. Some logs may be kept for up to 180 days after the customer’s subscription ends. Full details of the Data Processing Addendum and data retention policy can be found here:; automationanywhere.com/support/DPA.pdf

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
• 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: Mobile App has three features of the Control Room:; • Gain unprecedented level of control over digital workforce - Start, pause and stop bots anytime anywhere; • Make on-demand decisions - Access ROI and business performance in real-time; • Keep track of their bots on the go - Track bot activity and receive real-time customized notifications
• Service interface: Yes
• User support accessibility: WCAG 2.1 AA or EN 301 549
• Description of service interface: Automation 360 has an API (Application Programming Interface) that allows users to deploy bots, manage files, administrate users and more. This is accessible through the REST protocol and allows full programatic access of the platform.
• Accessibility standards: WCAG 2.1 AA or EN 301 549
• Accessibility testing: N/A
• API: Yes
• What users can and can't do using the API: The Automation Anywhere Control Room provides various APIs that allow you to customize the way that you (and your bots) interact with Automation Anywhere. Users can perform tasks such as manage bot deployments, create and manage credentials in the Credential Vault, create and manage user accounts and roles, and create and manage queues.; ; More detailed information: https://docs.automationanywhere.com/bundle/enterprise-v2019/page/enterprise-cloud/topics/control-room/control-room-api/cloud-control-room-apis.html
• API documentation: Yes
• API documentation formats: Open API (also known as Swagger)
• API sandbox or test environment: Yes
• Customisation available: No

Scaling

• Independence of resources: Automation Anywhere have a performance check in place as well as a guarantee of 99.9% uptime with extremely low 0.001 milisec latency. The Cloud Ops team constantly monitors and manages the resources. Each User has its own individual Tenant ID and each tenant's performance will not be affected by another.

Analytics

• Service usage metrics: Yes
• Metrics types: Built-in interactive dashboards provide key metrics on active users having access to control room, register client systems, past bot failures, total digital workforce, their schedules and work queues in active mode.; Dashboard provides operational analytics and details Bots Heartbeat, The Status of Most Valuable Process Bots, upcoming workloads and Top Failure reasons.; ; View and analyse Device's (Bot Runner machine) relevant data when Bots are deployed on those Devices. Eg:; • Bots that failed to execute on devices for a given time; • Devices that crossed, did not achieve or are equal to the threshold for CPU, Memory, and HDD utilisation.
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

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

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: ‘IT Health Check’ performed by a CHECK service provider
• Protecting data at rest:
  • Physical access control, complying with CSA CCM v3.0
  • Other
• Other data at rest protection approach: Data is protected during transmissions between a customer's network and the cloud service, including through Transport Layer Encryption (TLS) leveraging at least 2048-bit RSA server certificates and 128-bit symmetric encryption keys at a minimum. Additionally, all data, including Customer Data, is transmitted between data centers for replication purposes across a dedicated, encrypted link utilizing AES-256 encryption. Customer data is protected at rest across all data storage facilities using asymmetric encryption with AES-256 bit keys.
• Data sanitisation process: Yes
• Data sanitisation type: Explicit overwriting of storage before reallocation
• 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: BotFiles, Audit Logs, BotInsights everything can be exported as XML, CSV or PDFs.
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • XML
  • PDFs for reports
• Data import formats:
  • CSV
  • ODF
  • Other
• Other data import formats:
  • Word File
  • Database Files
  • HTML
  • PDFs
  • Images

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: The vendor = 99.9%
• Approach to resilience: All Automation Anywhere's Services have High-availability and Disaster recovery. Automation Anywhere maintains emergency and contingency plans and has ISO; 22301 BCMS certification.; High Availability: Each regional data center presence Is designed with application-level high availability and highly available public cloud services across the region. Automation 360 Cloud follows industry standards best practices with a cloud uptime SLA of 99.9%.; Disaster Recovery: Backups are taken and maintained in an encrypted format to restore the service in the case of a disaster. Backups are taken every 6 hours to another region. If a disaster is declared for the primary region, a secondary; region is instantiated for all tenants using the backup taken every 6 hours. The current objectives for this recovery are:; • RTO (Recovery Time Objective): Time to get a new region up and running with the last backup; data restored = 6 hours.; • RPO (Recovery Point Objective): The maximum duration for data loss during a restore = 6 hours.
• Outage reporting: Automation Anywhere have a status page where all service statuses are updated in Realtime.; ; Status Page: https://status.automationanywhere.digital/

Identity and authentication

• User authentication needed: Yes
• User authentication: 2-factor authentication
• Access restrictions in management interfaces and support channels: Access is deny-all and allow by exception based on roles, domains as defined in Role-based Access Control (RBAC). These roles can also be limited to specific groups. ; e.g. Only those users who have access to User Management will be able to manage users in system. Authorized users can assign various combinations of these access rights to different sets of users and roles, as the business requires.
• Access restriction testing frequency: At least once a year
• Management access authentication: 2-factor authentication

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: At least 12 months
• Access to supplier activity audit information: Users contact the support team to get audit information
• How long supplier audit data is stored for: At least 12 months
• How long system logs are stored for: At least 12 months

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Alcumus ISOQAR
• ISO/IEC 27001 accreditation date: 07/09/2020
• What the ISO/IEC 27001 doesn’t cover: Scope of Registration: The Information Security Management System at Automation Anywhere encompasses all information assets and processes utilized for deployment, maintenance and management of cloud infrastructure required to support the product stack for the customers and provision of IT infrastructure ; management services provided by Information Technology, Information Technology Cloud Solutions and Cloud Operations team.
• ISO 28000:2007 certification: No
• CSA STAR certification: Yes
• CSA STAR accreditation date: 03/25/2022
• CSA STAR certification level: Level 1: CSA STAR Self-Assessment
• What the CSA STAR doesn’t cover: This is for all our product suite as well as cloud service. i.e. Software as a service.
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: No
• Other security certifications: Yes
• Any other security certifications:
  • SOC 1 and 2 compliant
  • All Certifications can be viewed at: https://www.automationanywhere.com/compliance-portal

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: Automation Anywhere Inc.'s Global Information Security Policy (GISP) and procedures identifies responsibilities and establishes the goals for consistent and appropriate protection of the organization’s Information Assets. Implementing this policy reduces the risk of accidental or intentional disclosure, modification, destruction, delay, or misuse of Information Assets. This policy enables the Information Security (IS) Office to provide direction for implementing, maintaining and improving the security of Information Assets.; ; See also: https://www.automationanywhere.com/assets/automation-360-cloud-security.pdf

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: All teams at Automation Anywhere follow Agile methodology for delivery and can respond swiftly and effectively to any change that the business demands. A change request works its way from various sources (customers, stakeholders, product vision etc.) to the product backlog as user stories from where the team can pick them up as a part of iterations. Hence, Agile allows changes to happen on a regular basis– not as any special change event. The regular show and tell of the ongoing work keeps the stakeholders well informed and helps to make any course correction as & when required.
• Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Vulnerability management approach: Cloud infrastructure is based on industry security best practices to ensure that misconfigured resources do not result in data exposure. All cloud infrastructure is continuously monitored and any deviation is remediated based on risk to customer data assets. In addition to security configuration, all cloud resources including virtual machines, 3rd party software components, and applications are regularly scanned for security vulnerability. Network access to infrastructure and cloud application is limited to approved TCP/IP ports and VPN connected devices. To detect security threats, Intrusion Detections, and Prevention Systems (IPS) are deployed across all cloud environments.
• Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Protective monitoring approach: Visibility into activity in cloud environments is critical for monitoring and identifying security events and incidents. All resources in Automation Anywhere cloud are configured to log security events and send them to a centralized SIEM solution. SIEM is used to build a usage baseline of cloud activity to detect deviation, monitor changes to security posture, and correlate threat data which is then investigated by the security team.
• 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: Incident Management Processes include: ; • attempts (failed/successful) to gain unauthorized access to a system or its data ; • unwanted disruption or denial of service ; • the unauthorized use of a system for the processing or storage of data ; • changes to system hardware, firmware, or software characteristics without the owner's knowledge, instruction, or consent ; The policy and process includes reporting of security incidents, weakness and threats, assessment of and decision on information security events, response to information security incidents, priority and severity categorisation of security breach, collection of evidence, resolution, learning from incidents, modify and management of security incidents etc.

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

• Social Value:

  Social Value

  Covid-19 recovery

  Covid-19 recovery

  The use of automation software solutions can help 'support organisations and businesses to manage and recover from the impacts of COVID-19'. It can do this by allowing businesses to leverage automation to make cost savings, increase productivity, reduce errors, decrease time to market and enable the business to do more with the some amount of resources. It can also help staff morale, taking mundane, repetitive tasks away from humans and allowing them to focus on more interesting and fulfilling areas.

Pricing

• Price: £18,000 a licence a year
• Discount for educational organisations: Yes
• Free trial available: Yes
• Description of free trial: There is no limited features in free version. We provide the complete Automation 360 solution with its full features.; • Automation 360 has you covered:; • End-to-end automation with a cloud-native platform; • Automatic process discovery; • Real-time RPA analytics; • AI-powered document extraction
• Link to free trial: https://www.automationanywhere.com/start-free-trial

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 paul.donoghue-parker@extratechnology.com. Tell them what format you need. It will help if you say what assistive technology you use.