Softcat Limited

Quest erwin Data Intelligence Suite SaaS

An on-premise or SaaS solution.

Features

• Mart on Cloud

Benefits

• Mart on Cloud

£26,983 a licence

• Free trial available

Service documents

• Pricing document

  ODS

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

Framework

G-Cloud 14

Service ID

451813006896623

Contact

Charles Harrison
01628 403403
psitq@softcat.com

Service scope

• Service constraints: "1. The SaaS platform for repository can only be accessible from a pre-defined IP ranges.; 2. The supported version of Mart repository may not be always the latest version (as on-prem).; 3. The erwin DM should be installed on end users windows laptops."
• System requirements: Please ask

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: All service requests logged with support are assigned a severity level from 1 to 4 based on the impact on your business. The customer determines the initial severity level when placing a request for assistance. Severity levels may be changed after initial contact and assessment of the issue from a Quest Support Engineer, providing the customer is in agreement. More information can be found here: SR Severity Levels & Response Times (quest.com)
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.1 AA or EN 301 549
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: No
• Onsite support: Onsite support
• Support levels: "Quest’s Global Support Guide is available online at the following link, including: ; • Managing Service Request ; • Manage Account ; • Product Support Policies ; https://support.quest.com/essentials/support-guide ; ; The SLAs are established and defined in our Erwin FAQ: ; https://support.quest.com/essentials/erwin-faq "
• Support available to third parties: No

Onboarding and offboarding

• Getting started: Training documentation and best practice documents are available. Online user guides and in product help functions are also available.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: PDF
• End-of-contract process: Customer can request extract of the entire database backup and a backup will be provided

Using the service

• Web browser interface: Yes
• Using the web interface: The solution is web-based so users can access the tool from anywhere in the world through a web-browser.
• Web interface accessibility standard: WCAG 2.1 AA or EN 301 549
• Web interface accessibility testing: Results for Accessibility Testing for all Quest Products can be found here:
• API: No
• Command line interface: Yes
• Command line interface compatibility:
  • Linux or Unix
  • Windows
• Using the command line interface: Please visit Quest website for more information: https://bookshelf.erwin.com/bookshelf/public_html/12.5/Content/Home.htm

Scaling

• Scaling available: No
• Independence of resources: Scaling can be done architecturally via load balancing and high availability mechanism. this will need to be configured on the server infrastructure; ; The SaaS platform is a single tenant environment that will be maintained separately for every customer account
• Usage notifications: Yes
• Usage reporting: Email

Analytics

• Infrastructure or application metrics: Yes
• Metrics types: Other
• Other metrics: Platform usage
• Reporting types:
  • Real-time dashboards
  • Regular reports

Resellers

• Supplier type: Reseller (no extras)
• Organisation whose services are being resold: Quest

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
  • European Economic Area (EEA)
• 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 once a year
• Penetration testing approach: Another external penetration testing organisation
• Protecting data at rest:
  • Encryption of all physical media
  • Other
• Other data at rest protection approach: Data at rest: Azure PostgreSQL uses Azure Storage encryption to encrypt data at-rest by default using Microsoft-managed keys.
• Data sanitisation process: No
• Equipment disposal approach: A third-party destruction service

Backup and recovery

• Backup and recovery: Yes
• What’s backed up: Azure Managed PostgreSQL Instance for Mart
• Backup controls: Database (Azure SQL) and network folder where application files are stored will be backed up on a periodic basis as per standard Azure policies
• Datacentre setup: Multiple datacentres with disaster recovery
• Scheduling backups: Users schedule backups through a web interface
• Backup recovery:
  • Users can recover backups themselves, for example through a web interface
  • Users contact the support team

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • TLS (version 1.2 or above)
  • Other
• Other protection between networks: Data in transit and data at rest is encrypted using secure Transmission via SSL/HTTPS and TLS and are encrypted/decrypted via AES 256 algorithm. All the passwords stored in the application's database are secured using FIPS-120 AES 256 algorithms.
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • Other
• Other protection within supplier network: Data in transit and data at rest is encrypted using secure Transmission via SSL/HTTPS and TLS and are encrypted/decrypted via AES 256 algorithm. All the passwords stored in the application's database are secured using FIPS-120 AES 256 algorithms.

Availability and resilience

• Guaranteed availability: "Microsoft SLAs:; Postgres SLA: https://azure.microsoft.com/en-us/support/legal/sla/postgresql/v1_3/ ; App Gateway SLA: https://azure.microsoft.com/en-us/support/legal/sla/application-gateway/v1_2/ ; AKS SLA: https://azure.microsoft.com/en-us/support/legal/sla/kubernetes-service/v1_1/"
• Approach to resilience: Daily back-up of application and database server. RTO (Recovery Time Objective) of 24 hours. AWS Multi-AZ to ensure database is synchronised.
• Outage reporting: Email alerts

Identity and authentication

• User authentication:
  • 2-factor authentication
  • Other
• Other user authentication: Authentication to the application is provided via SSO authentication that includes SAML, OKTA, Azure AD options
• Access restrictions in management interfaces and support channels: Privileged access is controlled through the access process and monitoring/review of activities
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Other
• Description of management access authentication: Quest employs a least privileged model where employees are only granted the permissions that are necessary to perform their work tasks. Elevated privileges are granted temporarily through a privileged access group model, where the access must first be approved, and its use is audited until it is automatically revoked. Multi-factor authentication is employed to ensure secure access to business sensitive data.; Multi-factor authentication is employed to ensure secure access to business sensitive data.
• Devices users manage the service through: Directly from any device which may also be used for normal business (for example web browsing or viewing external email)

Audit information for users

• Access to user activity audit information: Users receive audit information on a regular basis
• How long user audit data is stored for: At least 12 months
• Access to supplier activity audit information: You control when users can access 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: Schellman Compliance, LLC
• ISO/IEC 27001 accreditation date: Provided on request
• What the ISO/IEC 27001 doesn’t cover: Scope of certification is the provision of SaaS and Hosting Services
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: No
• Cyber essentials plus: No
• Other security certifications: Yes
• Any other security certifications:
  • SOC 2 Type 2
  • ER360

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: https://www.quest.com/docs/information-security-policy-legal-131273.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: Formal, secure Software Development Life-Cycle (SDLC) processes are in place that have been approved by management, communicated to appropriate constituents. These processes include change management and are reviewed and maintained regularly. Dev and Ops Teams are trained to properly configure an Approved Configuration for the Cloud environment (Virtual Networks, NSG, WAF). Benchmarks published by the CIS are followed as baselines and non-compliance is detected by leveraging built-in Azure or AWS tools as well as custom scripts. The deployment process follows a strict Change Management process where all changes are identified, reviewed and approved by the Dev and Ops teams
• Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Vulnerability management approach: Monthly Vulnerability scans are performed internally. During the yearly Third-Party penetration testing exercise outsourced scans are also performed.
• Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Protective monitoring approach: Alerts are monitored and reviewed by our 24x7 SOC 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: Quest has established a formal process of preparation, detection, analysis, containment, eradication, recovery, and post-incident activities. As well, in accordance with international privacy laws, Quest has established a Security Breach Notice process.

Secure development

• Approach to secure software development best practice: Conforms to a recognised standard, but self-assessed

Separation between users

• Virtualisation technology used to keep applications and users sharing the same infrastructure apart: Yes
• Who implements virtualisation: Third-party
• Third-party virtualisation provider: Microsoft Azure
• How shared infrastructure is kept separate: Erwin DI as a SaaS solution is based on single-tenant architecture.

Energy efficiency

• Energy-efficient datacentres: Yes
• Description of energy efficient datacentres: https://azure.microsoft.com/en-us/explore/trusted-cloud/compliance/

Social Value

• Social Value:

  Social Value

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

  Fighting climate change

  Softcat are dedicated to reducing our environmental impact and actively promoting sustainability. Our commitment to sustainability is a core aspect of our business strategy, driving us to innovate and lead in the creation of a more sustainable future for our company and the communities we serve. This commitment is embedded in our policies, operating procedures, and training programs.; ; We are proud to be the first FTSE 250 company to be awarded 5-star status in relation to the United Nations Sustainable Development Goals. ; ; We aim to achieve a Carbon Net-Zero Value Circle by 2040 by prioritising renewable energy, reducing natural resource use, minimising waste, and safeguarding biodiversity in compliance with environmental legislation.; ; At Softcat, we have taken significant steps towards securing renewable energy across our organisation, reducing our scope 1 & 2 emissions. We had the target of using 100% Renewable Energy across all our locations by 2024. We successfully delivered against this target ~2 years early.; ; In May 2023 we took delivery of 15 electric vehicles, replacing all existing fossil-fuelled company cars used by employees for business means. The implementation of the EV pool fleet will see a saving of over 80 tons of CO2e per year. A huge impact on our Net Zero targets.

  Tackling economic inequality

  As a value-add reseller, Softcat outsources the products, services, and solutions through our extensive network of partners, to best suit the needs of our broad client base. We always consider and promote SMEs and local providers where appropriate, particularly for the products and services we offer via the G Cloud framework.; ; We remain dedicated to improving employability and educational awareness across schools, colleges, and universities to help break down the barriers to joining technology organisations.; ; We work collaboratively with many schools that are close in proximity to our offices, to ensure we are actively supporting the community as well as schools from lower socio-economic backgrounds. ; ; We visit the schools to talk about the IT sector and the roles in our organisation, as well as promoting work-experience opportunities during the summer. In particular, we actively encourage students from diverse backgrounds to engage in work experience to appreciate the roles available in our sector.; ; For ambitious school and college leavers, a Softcat Apprenticeship is a great first step into the world of work, with 94% of our apprentices offered a permanent position at Softcat post apprenticeships, which goes to show the amazing opportunity available with us.; ; We were ranked 1st in IT & Consultancy, and 10th overall in by RateMyApprenticeship.com - Best 100 Apprenticeship Employers 2023-2024 list.; ; Softcat now also offer 12 month paid internships to University students looking to complete a year in industry as part of their undergraduate studies.

  Equal opportunity

  Our approach to diversity and inclusion is introduced first during our induction training, as part of our Softcat values, outlining responsibility to uphold our principles. This message is reinforced by our process and policies, networks, Allyship Training and Inclusion Awareness campaigns.; ; Softcat supports diversity and inclusion through various networks including:; - Supporting Women in Business (SWIB); - The Ethnic and Cultural Network; - The Pride Network; - The Family Network; - The Empowering Disability and Neurodiversity Network (EDN); - The Faith at Work Network; - Armed Forces & Veterans Network; These networks aim to create a supportive and inclusive work environment for all employees, regardless of gender, ethnicity, sexual orientation, disability, or family commitments.; ; Our allyship programme, Stronger Together, is a mixture of event and workshop-based training available to all staff. Programme topics include, bias, power, privilege, and being a greater ally. ; ; Inclusion Awareness campaigns include race, disability, sexual orientation, gender, faith, and caring responsibilities. These sessions highlight and celebrate minority groups, through panel sessions, Q&A sessions and training, providing an opportunity to discuss and understand ways to be more inclusive. ; ; Our efforts to improve diversity and inclusion have been incredibly successful. Since 2020, the number of female employees below management level has increased to 35%, and the number of ethnic minority employees rose to 17%.

  Wellbeing

  At Softcat, all employees are provided with access to our multidimensional wellbeing programme which includes flexible work arrangements, free nutritious breakfast, mental health support, employee benefits scheme, health and wellbeing week activities, and online workshops.; ; Giving back to the community is an innate part of who we are as a company. All Softcat employees are therefore given two volunteer days per year to support a charitable or community cause. ; ; Each of our 10 regional offices also support local charities through fundraising, donations and events. For example, our Manchester office has raised over £30,000 for the WeLoveMCR charity. This funding has supported young, disadvantaged Manchester citizens in gaining qualifications to broaden their work opportunities and supporting local groups in delivering indispensable services that enable community cohesion.

Pricing

• Price: £26,983 a licence
• Discount for educational organisations: No
• Free trial available: Yes
• Description of free trial: Yes, depending on scope

Service documents

• Pricing document

  ODS

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