Alphalake Ai

BOTautomate

When a client wants to automate a process within a single system, BOTautomate is designed as a provider-agnostic service where Alphalake will scope the project requirements and propose the right solution for that particular challenge. This services primarily delivers RPA licenses and solutions that are fit for purpose.

Features

• Vendor agnostic approach to RPA automation
• Procurement of RPA Licenses through reseller agreements
• Partnerships with UiPath, Automation Anywhere, Robocorp and others
• Enablement, deployment and user support services
• Process and task mining to optimise workflows before automating
• Automation simulation through digital twins to accurately forecast ROI
• Integrate back office and front office applications
• Access to robust DigitalOps toolbox to automate, manage, monitor, optimise
• Support to optimise your organisation for hyperautomation
• Product development led by team of healthcare and tech experts

Benefits

• Ensure you select the right process for automation ROI
• Vendor-agnostic approach utilises the right tool for the job
• Reduce data silos and improve interoperability
• Bots undertake repetitive tasks faster and more accurately than humans
• Improve speed, quality, and productivity to generate savings
• Improve compliance and governance in your workplace
• Accelerate benefits from digital transformation
• Improve your customer experience and your SLAs
• Analyse your automations and RoI with dashboards and one-click drilldowns
• Produce data for ongoing analytics and optimisation

£8,000 a licence

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  PDF

• Service definition document

  PDF

• Terms and conditions

  ODT

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 hi@alphalake.ai. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 13

Service ID

475118357911450

Contact

Zane Nursajahova
+44 20 3289 0014
hi@alphalake.ai

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: Alphabot-for-Teams - AI chatbot and digital assistant run through Microsoft Teams; APIConnect - connects two systems using templated workflows; APIAutomate - automated workflow using 2+ workflows with an option for bespoke work to build APIs or create RPA connectivity; ; Task and process mining, automated endpoint management, data storage
• Cloud deployment model:
  • Public cloud
  • Private cloud
• Service constraints: - CPU - Minimum 2 x 1.8GHz 32-bit (x86), recommended 4 x 2.4GHz 64-bit (x64); - RAM - minimum 4 GB, recommended 8 GB; Disk Space - minimum 3.5 GB for new installations, 5 GB for upgrades (including temporary files required during installation)
• System requirements: Automation licensing as required

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Our Service desk operates virtually and globally, so if calling during hours when more than one region is online, a customer’s call/chat/email is routed to the first, most skills-relevant member of the team. This routing happens globally, so you get a global, blended support service. This helps to ensure our teamwork in a tight-knit fashion and that customers receive the best service possible, regardless of the customer’s or operative’s location. ; 24x7 365 day support
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: None or don’t know
• 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: None or don’t know
• How the web chat support is accessible: TBC
• Web chat accessibility testing: None so far
• Onsite support: Yes, at extra cost
• Support levels: Alphalake offers a dedicated 24/7 helpdesk, ServiceHub, with a target 2 hr turnaround time for a resolution to be implemented by our senior developers (3rd Line). Where this can be managed by our 2nd Line Responders this SLA for resolution drops to 1hr or 20 minutes if it is a fix that can be applied by a 1st Line responder. Our first line responders are trained to manage errors. They will be trained by our 3rd Line and Senior developer.; ; A technical account manager or cloud support engineer can be provided where required. A rate card with costs for each type of resource can be found attached.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Alphalake Ai has a team of Customer Success Managers who work with customers to ensure that the project is a success. For every project within a partnership, a “Project Squad” is formed across the three disciplines of Development, Infrastructure and Customer Success. The squad are brought together via a dedicated Solution Architect/Owner who receive inputs from our Clinical Specialist as and when required. Our customers also have access to our Clinical Team as deemed necessary to provide UX and process advice or underwrite clinical safety. ; ; Our Service Delivery encompasses requirement understanding, process design and success criteria at a Customer Success and Project Management level whilst best practices in Infrastructure, Data Security and Software Development Life Cycle (SDLC) methodology, tooling and documentation are followed throughout by our system architects and development team. Brought together, this enables us to scope, guide and support the smooth delivery of a customer’s project needs from requirement gathering through to staging, testing and production.; ; Depending on the appropriate solution identified, there are also online learning resources available.
• Service documentation: Yes
• Documentation formats: HTML
• End-of-contract data extraction: Open standard exporting of Data can be provided at Contract end using tooling capability. Customer data, bot data and most logs will be kept for 30 days after end of contract, with log files to be deleted no later than 180 days after the customer’s subscription ends.
• End-of-contract process: BOTautomate leverages automation technology that is considered to be data processing technology from a GDPR standpoint. Customers have full control over their data, in accordance with the product architecture and implementation.; ; Alphalake AI can export all of your data on request. At the end of the contract period, if you do not wish to renew, or if you request data deletion, we will delete all data from our systems after the requisite 30-day soft-delete period.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: Varies per RPA provider however from a general standpoint, the mobile service is not designed to build bot workflows, but rather allows a top level dashboard view, as well as allowing the client to monitor bots and queues, search assets, start, stop, or kill automated workflows.
• Service interface: No
• User support accessibility: WCAG 2.1 AA or EN 301 549
• API: Yes
• What users can and can't do using the API: From the integration perspective, for automation, Cloud Platform (SaaS) or Cloud Deployment can integrate with applications via the APIs. The API fully programmatically supports all operations on the server-side like adding robots, processes, assets, queues and starting/ stopping/ scheduling processes. This is the standard way to integrate with external BPM or workflow tools, ERP, CRM or any other applications. As an example of how users can use this, an external application such as a chatbot can easily trigger the robots to perform a task based on input in the chatbot.
• API documentation: Yes
• API documentation formats: HTML
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Users can choose between different RPA providers, automate different workflows, to achieve the outcome that they are looking for.

Scaling

• Independence of resources: The cloud platforms that we work with have been designed to be ready for growth, with excess capacity planned according to the expected expansion of customers. As we scale the cloud up and ensure it keeps its customer promises, we are re-actively monitoring the capacity based on engineering feedback. Our engineering team has worked on some of the world’s largest cloud platforms and understand the nuances of scaling cloud environments successfully and with high reliability.

Analytics

• Service usage metrics: Yes
• Metrics types: As an intelligent automation and data consulting company, Alphalake employs a team of Data Scientists and analysts. We ensure the platforms we integrate are intelligently automated and look to gain value from our own insights, just as we do for our customers. The Alpha ServiceHub reporting dashboard includes visualisations of ticket reporting and analysis which helps us to ensure customers are getting the best service possible. We also analyse our Knowledge Base Data and Customer feedback data. These reports include NPS over time, feedback over time, and feedback breakdown by sentiment.
• Reporting types: Regular reports

Resellers

• Supplier type: Reseller providing extra support
• Organisation whose services are being resold: UiPath, Automation Anywhere, Robocorp

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Up to Developed Vetting (DV)

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: Managed by a third party
• 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
• Data sanitisation process: Yes
• Data sanitisation type:
  • Explicit overwriting of storage before reallocation
  • Deleted data can’t be directly accessed
• 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: All data is accessible to customers via the UI of the platform that has been chosen. In case customer wants to export data, the request for data export must be placed with Alphalake Ai who will perform the database export.
• Data export formats: Other
• Data import formats: Other
• Other data import formats:
  • Data cannot be imported but created in the Cloud Platform
  • Manual steps for migration from on-prem to cloud-platform are available

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: Our products use data centres with a minimum of 99.95% reliability. Our Service desk operates virtually and globally, so if calling during hours when more than one region is online, a customer’s call/chat/email is routed to the first, most skills-relevant member of the team. This routing happens globally, so you get a global, blended support service. This helps to ensure our team work in a tight knit fashion and that customers receive the best service possible, regardless of customer’s or operative’s location. ; Our global service capability follows our ‘KREE’ model; Knowledge-relevant, Efficient, And Effective. Buyers can access the following service deliverables:; Provision to register service tickets through call, email, chat and webforms.; Regular update and resolution details shared with the requester. ; Adhering to agreed SLA and delivering on Turnaround TIme (TAT).; Highlight any deviations or critical Incidents to all stakeholders.; Quarterly Service Reviews with Customer Success Manager and ServiceHub Manager.; All Devices listed in the agreed asset list are covered by a Service Level Agreement (SLA) response time of 8 hours onsite (at any of the site addresses listed in same sheet) and covering parts and labour with best endeavour to provide a fix within this time.
• Approach to resilience: BOTautomate primarily leverages Azure resiliency natively. Currently replication is only between datacenters in the EU. This could be expanded based on customer requirements. Refer here for more information: https://azure.microsoft.com/en-in/features/resiliency/; ; Beyond data centre setup, the resilience of your bots depends on the stability of the processes, data formatting and supporting applications and systems around them. Part of our approach is to build external resilience into any bots that we deploy for our customers. This approach has two key pillars.; ; First, to continually monitor bots to ensure that external changes and disruptions are immediately identified and fixed. A quick response ensures that the disruption can be corrected without major loss of productivity.; ; For the second pillar, we consider how we can deploy a resilient bot architecture, where bots are built up of multiple self-contained and independent blocks or actions. While they can be combined together and can run in an orchestrated way, they remain independent. The result is that if one bot fails, the whole system is not held up.
• Outage reporting: Email alerts + public dashboard where available from the relevant RPA provider:; For example, https://status.uipath.com/

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Username or password
• Access restrictions in management interfaces and support channels: Each platform offers access-controls based on roles and permissions, so that users can be given access to the areas of the platform that apply to them.
• Access restriction testing frequency: At least once a year
• 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 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: At least 12 months
• How long system logs are stored for: At least 12 months

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: No
• Other security certifications: No

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: ISO 27001 compliant policies and processes are in place, training is provided to new employees and compliance is measured quarterly via an internal audit function. All reported information security breaches/incidents are managed via the Alphalake ServiceHub team and reported to the Leadership Team for thorough investigation.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: We have an established configuration and change management approach in line with our service management process which would be included in a support contract. All production environment changes are reviewed, tested and approved.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Our internal hosting policies define that the solution and hosted environment are tested for vulnerabilities regularly with a view to elminate threats, vulnerabilities and exploitation techniques. Penetration tests are conducted by an independent organisation to verify security. Results of the tests are resolved by making a development change or making configuration changes to the hosted platform. In either case, the fixes are made based on priority according to the nature of the software and hosting methods.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: In this shared responsibility model, each SaaS vendor (Workato and Microsoft) are responsible for their respective platforms with the customer being responsible for the security/event logging within their Office365/Teams tenant.
• Incident management type: Supplier-defined controls
• Incident management approach: Customers can log an incident 24x7 via email/phone or webchat. These incidents are triaged by Alphalake's ServiceHub team and allocated to the necessary resolver group for resolution. Incident reports are made available to the customer at agreed intervals (monthly/quarterly).

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

  Alphalake is committed to fighting climate change, with the following initiatives underpinning the work that we do:; - Development of digital tools to allow online approvals, reducing the use of paper whilst simultaneously improving user experience and access to information ; - Use of existing devices to minimise electronic waste ; - Alphalake Ai is partnering with Project SeaGrass to donate a portion of every project's revenue towards the restoration of seagrass beds, which will improve water quality but will also benefit important fishery species
• Covid-19 recovery:

  Covid-19 recovery

  The healthcare industry is struggling with stress, poor interoperability, badly planned user experience and excess administrative work. The strain of COVID-19 has only made these issues worse. Alphalalake’s self-driving, semi-autonomous healthcare solutions are designed to elevate the Workforce eXperience, reducing stress and saving time.
• Tackling economic inequality:

  Tackling economic inequality

  Providing apprenticeship schemes across the UK and successfully ran the Kick Start Scheme to enable those on Universal Credit an opportunity to build a career for themselves in digital health and technology. Two members of team have successfully been given full time work following the Kick Start Scheme.; In India, we run an opportunity programme to help people who have not attended the the top universities, such as IIT and those who did not attend university, to gain access to a career in Alphalake.; Work from anywhere makes a career in Alphalake more accessible in remote regions.; We are launching an ESOP programme to distribute Alphalake wealth creation fairly and evenly across the entire employee base, offering all those in the business to generate wealth beyond their salaries i.e. not having founders and directors to hoard wealth.
• Equal opportunity:

  Equal opportunity

  Alphalake's commitment to fairness, and fair working practices, include the measures taken to help eliminate and prevent unfair treatment in our workplace.; We operate a Equal opportunity policy that encompasses the following:; Age; Disability; Gender reassignment; Marriage and civil partnership; Pregnancy and maternity; Race; Religion or belief; Sex, and; Sexual orientation.
• Wellbeing:

  Wellbeing

  For the healthcare workers, the improved user experience, reduced administration and time saved will reduce stress and improve wellbeing. Additionally, quick and easy access to healthcare information will contribute to improved patient outcomes.

Pricing

• Price: £8,000 a licence
• Discount for educational organisations: No
• Free trial available: No

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  PDF

• Service definition document

  PDF

• Terms and conditions

  ODT

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 hi@alphalake.ai. Tell them what format you need. It will help if you say what assistive technology you use.