Service Level Management Ltd

Publisure Digital Transformation platform

Publisure is a 'best of breed', non proprietary middleware platform that enables your desktop, departmental and/or corporate applications to seamlessly integrate with your preferred digital communication channels such as SMS, email, web portal and App without changes to existing formats or workflow.

Features

  • In house or outsourced Hybrid Mail (Non proprietary solution)
  • Integrated Customer (Patient Portal)
  • Email and Secure Email integration
  • Interactive (two-way) SMS
  • Non Proprietary Middleware
  • Intuitive simple user interfaces
  • Detailed Management reporting for auditability and compliance
  • Detailed Track and trace capabilities (Detailed Audit Trail)
  • Digitally transforms any printed (i.e. Physical) communication
  • Intelligent workflows - least cost communications workflow

Benefits

  • Dynamically publish on-line communications from any application
  • Eliminates manual processes - delivering significant workplace efficiencies
  • Delivers significant cost savings across all forms of communication
  • Eliminates postage costs
  • Maximises auditability and Compliance
  • Simplifies Digital Transformation workflows
  • Quick and Easy integration with your preferred digital platforms
  • Centralises, optimises and digitises your outbound communications
  • Simple, Accessible Self Serve implementation workflows
  • Enhances your options to deliver a 'digital first' strategy

Pricing

£0.50 a transaction a second

  • Free trial available

Service documents

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 andrew.percival@publisure.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 13

Service ID

4 3 1 7 8 0 6 1 4 2 9 8 1 8 5

Contact

Service Level Management Ltd Andrew Percival
Telephone: 01622 320075
Email: andrew.percival@publisure.co.uk

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
Office 365 and other cloud based applications
Cloud deployment model
Private cloud
Service constraints
N/A
System requirements
Only requires download and installation of of desktop clients

User support

Email or online ticketing support
Email or online ticketing
Support response times
Within 4 hours (excluding weekends)
User can manage status and priority of support tickets
Yes
Online ticketing support accessibility
WCAG 2.1 AAA
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
We will provide a technical account manager for each customer to liaise and co-ordinate responses if required.

Standard Support levels

Severity 1 (Response 30 minutes, response 1 Day) - is usually when the problem is detrimental to the business and is impacting the business directly as a result of SLM software, i.e.: if the business could lose a significant amount of money caused by whatever problem there may be.

Severity 2 (Response 60 minutes, response 2 Days) - is usually if a server, network, application, database goes down which is causing a business impact to users and the business.

Severity 3 - (Response 4 Hours, response 5 Days) - Where a bug is raised as part of the support process, SLM will liaise with the development team and provide a synopsis of the problem within 2 working days and a proposed timescale for its resolution, within a reasonable time frame.

Severity 4 (Response 4 Hours, No SLA) - Where issues are caused by non SLMT software or environments, some advice will be given and support offered, but with no guarantee of resolution.
Support available to third parties
Yes

Onboarding and offboarding

Getting started
Users can download the Publisure clients from the SaaS based service
Training can be delivered on-site, remotely or through on line videos and tutorials.

User guides, training documentation is delivered in a digital (PDF) format.
Service documentation
Yes
Documentation formats
  • PDF
  • Other
Other documentation formats
  • PostMan
  • PDF
End-of-contract data extraction
Publisure provides simple export facilities enabling customers to extract their data when the contract ends
End-of-contract process
Self Serve data extraction is provided in the price of the contract.

Any consultancy or customised outputs will incur an additional cost

Using the service

Web browser interface
Yes
Supported browsers
  • Microsoft Edge
  • Firefox
  • Chrome
Application to install
Yes
Compatible operating systems
Windows
Designed for use on mobile devices
No
Service interface
Yes
User support accessibility
None or don’t know
Description of service interface
The Publisure User interface allows users to view manage and control the documents they have submitted and manage their associated digital workflows.

The web interface provides detailed 'track and trace' capabilities for each document that is submitted.

Full management reporting is available

The interface offers multi level access rights enabling users access to be restricted based on pre-defined workflows.
Accessibility standards
None or don’t know
Description of accessibility
User can submit documents from virtually any application using a simple, intuitive print driver

Users are then able to view, manage and control the documents they (or their workgroup have submitted)

The system provides a detailed audit trail and feedback regarding how the document has been communicated (i.e. post, SMS. email, portal App etc)

Full Administration and management interface for authorised users enabling simple set up and configuration of the system.

Seamless integration with either our own or the customers preferred digital communication channels via documents API interfaces.
Accessibility testing
User Interface has been implemented with due consideration of assistive technology
API
Yes
What users can and can't do using the API
Documents can be submitted via a simple API interface (rather than being printed or dropped into hot folders)

The API interface provides a fully featured interactive gateway to all the standard Publisure management reporting interfaces

Integration with Active Directory, SAML and SSO Platforms
API documentation
Yes
API documentation formats
  • HTML
  • PDF
  • Other
API sandbox or test environment
Yes
Customisation available
Yes
Description of customisation
The interface can be customised using your logo and details.

The system can submit hybrid mail outputs to virtually any supplier on the CCS framework ensuring the technology is owned and managed by the customer (and not a third party)

The API interfaces enable the customer to integrate the digital outputs with their preferred in-house or third party digital communication channels

Scaling

Independence of resources
If required a server can be dedicated to a specific client ensuring the platform is both scalable and independent of other organisations transactional requirements.

Analytics

Service usage metrics
Yes
Metrics types
Publisure provides a fully integrated management reporting interface

Publisure enables this data to be delivered in PDF or CSV format

Publisure reports on documents that have been submitted into the system per user, workgroup or department

Publisure details the time a docuemnt was submitted into the system and the time it was then output via the relevant physical (i.e. print and post) or physical channel

Publisure provides full closed loop reporting and details each document and whether it has been processed within the agreed SLA.

Publisure provides a simple intuitive dashboard with which to manage your digital transformation processes
Reporting types
  • Real-time dashboards
  • Regular reports

Resellers

Supplier type
Not a reseller

Staff security

Staff security clearance
Other security clearance
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
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 CHECK service provider
Protecting data at rest
  • Physical access control, complying with CSA CCM v3.0
  • Encryption of all physical media
  • Scale, obfuscating techniques, or data storage sharding
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 are able to export their data using a simple reporting interface
Data export formats
CSV
Data import formats
  • CSV
  • Other
Other data import formats
  • XML
  • PDF
  • Postscript
  • Ascii

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
The Servers are hosted in Azure

Microsoft guarantee that API Management Service instances running in the Consumption Tier, Basic Tier, Standard Tier, and Premium Tier deployments scaled within a single region will respond to requests to perform operations at least 99.95% of the time
Approach to resilience
Available on request
Outage reporting
Email Alerts and Dashboard

Identity and authentication

User authentication needed
Yes
User authentication
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Dedicated link (for example VPN)
  • Username or password
Access restrictions in management interfaces and support channels
Access in management interfaces and support channels is restricted by the 'roles' associated with each users login credentials
Access restriction testing frequency
At least once a year
Management access authentication
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Dedicated link (for example VPN)
  • 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 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
Yes
Who accredited the ISO/IEC 27001
SN Registrars
ISO/IEC 27001 accreditation date
11/06/2021
What the ISO/IEC 27001 doesn’t cover
Scope of ISO27001 Accreditation: The development, sale and maintenance within the UK, of a suite of software which is primarily designed to automate the delivery of documents.
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
Results of annual penetration testing

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
Documented in our ISO27001 policy - this can be made available on request

Operational security

Configuration and change management standard
Supplier-defined controls
Configuration and change management approach
Documented in our ISO27001 policy - This can be made available on request
Vulnerability management type
Supplier-defined controls
Vulnerability management approach
Information from potential threats gathered from Anti Virus supplier, and development channels for each of the toolkits being implemented
Ensuring toolkits and database engines are up to date
Patches (if required) applied at least once every month
Protective monitoring type
Supplier-defined controls
Protective monitoring approach
Anti Virus Scans
Vulnerability reporting
Penetration testing
Cyber Essentials plus accreditation

If a potential compromise is identified, its severity is assessed and a plan of action put in place to mitigate or eliminate the risk.

Any Incident regarding data is treated as a P1 and our SLA for an initial response is 30 minutes
Incident management type
Supplier-defined controls
Incident management approach
Documented as part of our ISO 27001 policies - available on request

User report incidents via the on-line help desk

Full and detailed incident reports are provided via the Job Ticket and as a specific physical document (if 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

Fighting climate change

Fighting climate change

By digitising documents and delivering them via alternative digital channels, Publisure ensures the carbon footprint of each communication is minimised
Covid-19 recovery

Covid-19 recovery

Agile working is in place and fully supported

Pricing

Price
£0.50 a transaction a second
Discount for educational organisations
No
Free trial available
Yes
Description of free trial
Ability to create a demonstration account, submit a document and have it delivered via your preferred physical or digital channel

Service documents

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 andrew.percival@publisure.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.