ONESERVE LTD

Oneserve Enterprise Field Service Management

Oneserve’s unified field service management platform gives visibility and control of data and field service operations. Optimised with built-in communications for mobile teams. Oneserve handles the entire lifecycle of any job across all housing/commercial facilities with intelligent scheduling, invoicing and IoT monitoring

Features

• Workflow Builder
• Scheduling and Dispatch
• Mobile Working
• Forms and Surveys
• Parts and Stock Control
• Asset Management
• Customer Management
• Workforce Management
• Finance and Analytics
• Predictive Field Service and Diagnostics

Benefits

• Build streamlined, automated workflows for high quality and consistent processes.
• Automatically plan and optimise schedules to achieve optimum productivity.
• Using mobile apps, your team can access everything they need
• Design bespoke forms/surveys to electronically capture important information.
• Track parts, automate stock replenishment and integrate with suppliers.
• Track the status and analyse the performance of all assets.
• Automate communications and achieve efficiencies for a better service delivery.
• Optimise your business processes for consistent, collaborative and productive working.
• Manage budgets and use collated data to generate actionable insights.
• Predict failures before they happen by leveraging big data.

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 sales@oneserve.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

481533944326298

Contact

Sales Department
01392367367
sales@oneserve.co.uk

About your service

• Service categories:

  Applications

  Enterprise resource management

  • Order management and orchestration
• Multi cloud support: No

Service scope

• Software add-on or extension: No
• Cloud deployment model: Public cloud
• Service constraints: No constraints that fall outside of standard operating parameters. These parameters are discussed in detail with all clients, i.e. periods for critical scheduled maintenance, etc. We do not enforce constraints based on technology outside of support for modern browsers versions.
• System requirements:
  • Service is consumed via web browsers.
  • We support all modern browser versions.

User support

• Email or online ticketing support: Yes
• Support response times: Between 1/2 hour to 16 hours depending on ticket severity
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.2 AA
• 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: Enterprise customers receive support in accordance with our standard SLAs.; ; This provides direct portal support, direct telephone support to our dedicated support team and access to our help centre documentation. Support hours are 7:30am to 5:30pm Monday to Friday as standard, but extended services are available on request and at a charge.This includes out of hours support for urgent issues and Saturday support.; ; All customers are allocated a dedicated Account Manager, who will meet and/or contact customers at agreed intervals to ensure they maximise the benefits of Oneserve and to ensure we understand their business direction, requirements and expectations.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Oneserve offer ‘Positioning’ training to ensure the end users understand the system and the context to which their decisions apply.; ; During project implementations we deploy a team to site to work directly with in-house teams to work through agreed sections of configuration, building integration and testing.; ; We use Conference Room Prototypes (CRP) to reduce the risk to a project. The process visualises validating requirements and design at the early stages, helping compress timelines and improve user adoption. We provide comprehensive detailed specification, functional and technical solution design together with intricate process maps and workflows. Each of these ensure all processes are easy to understand with step-by-step information, actions and outputs.; ; We also provide online help guides via our help centre and pre release notes to share new functionality in advance of an upgrade. Onsite/offsite training can also be purchased as required.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: Oneserve provide a Data Cut and copy of file system either by SFTP or encrypted on a removable data device provided by the customer.
• End-of-contract process: After the customer has given notice, Oneserve will liaise with the customer to arrange transfer of their data. Once a date and the mechanism for providing the data has been established, the data will be returned and the system switched off. Data will be archived and can be requested or restored at a later date for a charge.
• Documentation accessibility standard: WCAG 2.2 AA

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: Our web app can be used on a mobile device thanks to its responsive design. Our customers' field operatives use our iOS and Android native mobile apps, available in the App and Play Store, to make use of mobile device functionality.
• Service interface: No
• User support accessibility: None or don’t know
• API: Yes
• What users can and can't do using the API: Our API’s support an extensive array of functions (too many to simply list). Our API’s support user/contact, organisation, job, appointment, activity, asset, part creation, amendment and delete. All customers can be provided API access, subject to specific requirements. Access is controlled via auth and token methods. API’s support RESTful, JSON and XML methods.
• API documentation: Yes
• API documentation formats:
  • HTML
  • PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Both the term, volume of licences (users) and product/service functionality can be varied to meet client needs.

Scaling

• Independence of resources: All of our customer application instances operate within their own isolated containers, thus separated from our customer workloads or data cross-access attempts or impacts.

Analytics

• Service usage metrics: Yes
• Metrics types: Service uptime, performance (APDEX scores), service quality, incident timings, responsiveness, support statistics.
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports
• Resource tagging: Yes
• FOCUS resource tagging: Yes

Resellers

• Supplier type: Reseller providing extra support
• Organisation whose services are being resold: Descartes - Localsz, Aareon - help me fix

Staff security

• Staff security clearance: Staff screening not performed
• Government security clearance: 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 4.0)
• Penetration testing frequency: At least once a year
• Penetration testing approach: ‘IT Health Check’ performed by a CREST-approved service provider
• Protecting data at rest: Physical access control, complying with SSAE-18 / ISAE 3402
• Data sanitisation process: No
• Equipment disposal approach: A third-party destruction service

Data importing and exporting

• Data export approach: Export via; (a) standard product functionality, (b) through a bespoke data-cut service or (c) via Oneserve standard support functions.
• Data export formats:
  • CSV
  • ODF
• Data import formats:
  • CSV
  • ODF

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Other
• Other protection between networks: TLS v1.2 or above (no forms of lower cipher levels are permitted). To meet specific client requirements, we are able to support IPsec or TLS VPN connectivity. We do not support non SSL connectivity.
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • Legacy SSL and TLS (under version 1.2)
  • Other
• Other protection within supplier network: Using SSL and TLS ciphers, version 1.2 or above.

Availability and resilience

• Guaranteed availability: We target service availability of 99.5% for the contracted service window.
• Approach to resilience: Our services operate in controlled data centre hosting environments managed in AWS. All systems are architected using clustered methods with no single points of failure. We also operate a secondary data centre environment which is provisioned and ready to support customer usage as required, for the purposes of supporting DR.
• Outage reporting: Email alerts

Identity and authentication

• User authentication needed: Yes
• User 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: All access is person and role specific as agreed between ourselves and each client. Restricted access is controlled via either username/password, token or PKI methods.
• Access restriction testing frequency: At least once a year
• Management access 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: 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: Between 1 month and 6 months

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards:
  • ISO/IEC 27001
  • Other
• Other security governance standards: Cyber Security Essentials for all business, product and service functions. We and our secure data centre hosting partner are accredited to ISO27001.
• Information security policies and processes: We operate a cross-selection of information security policies, managed and enforced at board level including; starters & leavers, acceptable use policy, information awareness policy, information security policy etc. We periodically verify staff awareness and compliance to our policies, supported at executive level.
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Configuration and change management approach: All application, code, configuration, build and environment change follows an agreed and standardised change recording and approval process. We operate multiple controlled environments; development, test, pre-production and production (including a separate DR environment) to ensure all changes are verified and tested prior to being released to client or production systems/services. All exceptions are tracked and reviewed.
• Vulnerability management type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Vulnerability management approach: We adopt a 3-phase approach to vulnerability management. (a) we review all high-risk vulnerabilities on a daily basis (day zero threats) and apply actions accordingly, (b) we undertake vulnerability assessments on a quarterly basis using our own engineering resources which aligns to our quarterly release cycles and (c) we engage annually (at least) with our CHECK/CREST accredited partner to undertake vulnerability testing on our business and products/services.
• Protective monitoring type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Protective monitoring approach: Our protective monitoring, leverages AWS's shared responsibility model to manage infrastructure security but also automated daily scans for vulnerabilities and intrusions in Oneserve's software. Alerts for potential compromises are triaged by our engineering team, who immediately assess the threat and take the necessary actions for containment and recovery. Critical risks are fixed and deployed on the same day, while other issues are prioritised based on severity for timely remediation.
• Incident management type: Complies with a recognised standard, for example, CSA CCM v4.0 or ISO/IEC 27035:2011 or SSAE-18 / ISAE 3402
• Incident management approach: We operate a technical and customer support desk for all service incidents. Incidents that cannot be resolved by our support desk will be immediately escalated to the relevant 2nd, 3rd or 4th line team or partner. The support desk team manage the life of the service incident to conclusion. Our customer is informed periodically and/or when support activities/changes take place, until full remedy. Any service incident causing impact to more than a single customer or remaining unresolved for longer than 1hr, are escalated to senior management immediately and a major incident support process triggered.
• Post-quantum cryptography secure: No

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

Pricing

• Discount for educational organisations: No
• Free trial available: No

Discount percentage by annual call-off contract value (excluding VAT)

• Less than £250,000: 0%
• Between £250,000 and £500,000: 1%
• Between £500,001 and £1,000,000: 2%
• Between £1,000,001 and £2,500,000: 3%
• Between £2,500,001 and £5,000,000: 4%
• Over £5,000,001: 5%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Citation ISO Certification Limited
• ISO/IEC 27001 accreditation date: Friday 28 August 2020
• What the ISO/IEC 27001 doesn’t cover: Our back-office sales, marketing & finance functions.
• ISO 28000:2022 certification: No
• ISO 9001 certification: Yes
• Who accredited the ISO 9001 certification: Citation ISO Certification Limited
• ISO 9001 accreditation date: Monday 28 November 2011
• What the ISO 9001 doesn’t cover: None
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: 1004b4f5-07e4-434d-aa11-7efdc7a74d9d
• Cyber essentials plus: No
• Cyber Essentials Alternative: None of the criteria
• Other security certifications: No

Social value

• Section B - Commitment for Future: Delivery:

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 2: Skills for growth: Supporting growth sectors and addressing skills gaps.

    • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications

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 sales@oneserve.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.