risr/ eAssessment Platform

Service scope

Software add-on or extension: No
Cloud deployment model: Public cloud
Service constraints: N/A
System requirements: Minimum device, browser and internet specifications

Minimum base license fees apply

User support

Email or online ticketing support: Email or online ticketing
Support response times: Ticketing Service available 7 days a week; 24hrs a day; Responses in business hours Mon-Fri; 9am to 5pm (UK);
Enhanced Support, including dedicated support coverage available on request. In-region timezone support available.
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: 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: Web chat testing has included speech to text assistive technology for users
Onsite support: Yes, at extra cost
Support levels: Standard Support Level Goals - provided via Standard Service Desk, included in the license fees.
Enhanced Support Packages available on request.
Assigned Service Manager/Customer Experience Lead as standard, included in the license fees.
Support available to third parties: Yes

Onboarding and offboarding

Getting started: Full implementation services are provided including:
Discovery & Readiness analysis
Training and System Familiarisation
Online Knowledge Base / Documentation / FAQ
Standard & Custom training modules
Customer Support collateral
Configuration Support
Project Management
Migration Services
Integration Services
Misc Professional Services - including consultancy
Enhanced Support Packages
Service documentation: Yes
Documentation formats: HTML

PDF
End-of-contract data extraction: User can extract their data either by CSV or PDF export from the system.
Upon reasonable request, Fry can also support other data extract formats.
End-of-contract process: Off-boarding Services are carried out in-line with both GDPR and contractual compliance. This includes the customer providing a notice period to end the contract and activities such as full data extracts and data destruction.

Using the service

Web browser interface: Yes
Supported browsers: Microsoft Edge

Firefox

Chrome

Safari
Application to install: No
Designed for use on mobile devices: Yes
Differences between the mobile and desktop service: Responsive design - adjusts to mobile device / notifications; Full feature-rich functionality available on both Mobile and Desktop
Service interface: Yes
User support accessibility: WCAG 2.1 AAA
Description of service interface: EAssessment service interface enables Admins to view each module at an administration layer and produce tailored configuration/reports/analysis.
Accessibility standards: WCAG 2.1 AA or EN 301 549
Accessibility testing: Includes speech to text capability, adjusted colour and zoom functions for visually impaired.
API: Yes
What users can and can't do using the API: Comprehensive set of APIs available with online documentation and support.
APIs include GET, PUT, DELETE, POST functions.
Fair use policy applies.
API documentation: Yes
API documentation formats: Open API (also known as Swagger)

PDF
API sandbox or test environment: Yes
Customisation available: Yes
Description of customisation: EAssessment platform includes customised service modules - allowing customisation through flexible configuration of the service modules.
User can have customised dashboards.
Customer Administration teams provide the customised views, workflows, reports and configurations.

Scaling

Independence of resources: All Users and Customers are provided with their own organisational instance, logically separated and Fry utilise Amazon Web Services, Performance and Capacity Management on fully scalable cloud technology.

Analytics

Service usage metrics: Yes
Metrics types: Real-time dashboards and reports available. Highly configurable to include usage, roles, progression, access etc
Reporting types: API access

Real-time dashboards

Regular reports

Reports on request

Resellers

Supplier type: Not a reseller

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)

Other locations
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: Physical access control, complying with CSA CCM v3.0

Encryption of all physical media
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: User can export their data via CSV or PDF or via different formats available on request.
Data export formats: CSV

Other
Other data export formats: PDF
Data import formats: CSV

Other
Other data import formats: PDF

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)

IPsec or TLS VPN gateway

Availability and resilience

Guaranteed availability: Fry’s eAssessment Platform Service Modules are delivered with our standard support service included as part of the Service Module Licence Fees. Our standard support includes:
- Standard Monitored Service Desk Support (9:00 A.M. to 5:00 P.M. Monday – Friday (GMT/BST) - Excluding UK Public Holidays)
- Standard Service Module Knowledge Base Support (24x7x365)
- Service Module User Group Access
- Service Management Reviews (Quarterly)
- Continuous Product/Service Development Releases

The Service is hosted on AWS and shall have 99.9% availability 99.999999999% durability, measured monthly, excluding UK public and bank holidays and scheduled maintenance. Scheduled maintenance affecting system availability will not exceed 8 hours per month and must be done outside customer UK business hours Mon-Fri (0800 to 1700) unless otherwise agreed with the Customer.

Each period of downtime lasting longer than [one hour], the Company will credit the Customer 2% of Service fees (on a monthly basis: i.e. annual Service fee divided by 12) for each period of 60 or more consecutive minutes of downtime; provided that no more than one such credit will accrue per day.
Approach to resilience: Fry's eAssessment Platform is hosted on AWS infrastructure with Primary and secondary regions and associated availability zones - connected through low-latency, high-throughput, and highly redundant networking.

Further information available on request.
Outage reporting: Email alerts and integrated via ticketing system. Private dashboard showing monthly availability metrics.

Identity and authentication

User authentication needed: Yes
User authentication: 2-factor authentication

Public key authentication (including by TLS client certificate)

Identity federation with existing provider (for example Google Apps)

Username or password
Access restrictions in management interfaces and support channels: Role-Based Access is utilised from within the system and credentials are user name and password. Additionally:
● Customer administrators define the authorisation and permissions per user.
● Fry hold super-user access details in secure vault.
● All authorised users are logged within the audit logs.
● Access is removed appropriately upon request of the customer or via a customer administrator with the appropriate permissions.
● Public key authentication (including by TLS client certificate)
Access restriction testing frequency: At least once a year
Management access authentication: 2-factor authentication

Public key authentication (including by TLS client certificate)

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: 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: Yes
CSA STAR accreditation date: 26/08/2021
CSA STAR certification level: Level 1: CSA STAR Self-Assessment
What the CSA STAR doesn’t cover: Any customer or end-user supplied equipment or networking infrastructure.
PCI certification: No
Cyber essentials: Yes
Cyber essentials plus: No
Other security certifications: Yes
Any other security certifications: Cyber Essentials

CSA STAR L1

Security governance

Named board-level person responsible for service security: Yes
Security governance certified: Yes
Security governance standards: CSA CCM version 3.0

Other
Other security governance standards: Cyber Security Essentials
STAR - Security Trust Assurance & Risk Level 1
Information security policies and processes: Fry follow 3 main types of security policy under an Information Security Management System (ISMS). The 3 main categories include Organisational, System Specific and Issue Specific - covering confidentiality, integrity and availability.
Fry follow the principles of ISO27001:2013 (and any replacement or updated version thereof), and we are actively working towards accreditation. Fry have a risk assessment, and risk treatment plan, which has informed the creation of an Information Security Policy. Staff receive training on EU data protection requirements, and our Information Security Policy with an annual refresher. Our policy is reviewed annually and updated in-line with changing legislation and client needs.
At time of writing Fry are also undertaking an independent third party cyber security audit of services as part of our commitment to security governance.
Fry agrees to provide the Customer with copies of the audit reports during the term of the agreement.
Fry are a Cyber Essentials & STAR Level 1 certified business.
Our cloud services provider AWS is certified to ISO27001, SOC1,2,3 and other industry frameworks.

Operational security

Configuration and change management standard: Supplier-defined controls
Configuration and change management approach: As part of the Software as a Service offering, configuration and changes are managed and tracked in-line with our standard process via change requests raised in the ticketing system, including bug fixes, configuration changes, source code changes.
Changes are tracked and monitored, via secure - role based approval processes and reported on at regular development and service change reviews. Changes are fully auditable and tested and must include, who raised the change, the reason, risk (in-line with ISMS and GDPR) and the output expected. Changes also include responsibility / impact / value of the change along with the assigned resource.
Vulnerability management type: Supplier-defined controls
Vulnerability management approach: Initial identification of assets to be protected takes place and the threats that may exist to them. Each asset is assigned a risk and impact assessment, and this is used to develop a risk treatment plan (where risks are mitigated, accepted, eliminated, or transferred). We have a fast track release procedure for critical fixes and patches, that allows low risk fixes to be rapidly deployed. We subscribe to industry standard security notification sources.
Protective monitoring type: Supplier-defined controls
Protective monitoring approach: All accesses to the server are logged and monitored, and attacks are automatically detected, and system administrator notified. After a potential compromise has been detected, the information security manager must be notified. There will then be an investigation and analysis of the severity of the compromise and a plan of action decided. Internally security incidents are highly prioritised, and we make all reasonable efforts to address them immediately.
Incident management type: Supplier-defined controls
Incident management approach: Users can report incidents through the service desk. We capture responses in our knowledge base so that common events can be resolved by clients directly. Our response to the incident will be through the service desk, and this is our report to the user. Completion of incident reports on request or based on criticality of incident.

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

Wellbeing: Wellbeing

For the last decade, our employees have had the freedom to choose whether to work from home or from a local office space. Therefore, when the COVID-19 pandemic hit, we were well placed to continue with our working practices with minimal business impact. Our organisation is extremely comfortable in working remotely, and have had the relevant tools and working practices to accommodate this well before the COVID Pandemic. This includes provision for employees to select the equipment they need to work from home, the video conferencing tools required, internal communications platforms such as Zoom and Slack as well as extra online wellbeing and social events. We also developed a specific pandemic working from home health and safety policy, which includes provision of wellbeing, mental health and physical health support. Additional funds were put in place to support staff, which can be used at the employees discretion.
Additionally, Fry employees are encouraged to meet regularly with 3rd party coach of their choosing at the companies cost.
At the peak of the crisis, regular company wide status calls were put in place, with relevant teams having other internal calls to ensure that work could continue without significant impact.
Employees that do not have adequate work space at home were able to make use of office spaces local to them, where Covid restrictions allow. Fry provides chairs, desks, monitors, computer equipment and all other required equipment to enable staff to work from home.
As our business continued to expand significantly during the pandemic, we have put in place additional recruitment and onboarding processes to ensure that employees are able to quickly become familiar and comfortable in their working practices.

Pricing

Price: £12 to £49.50 a user a year
Discount for educational organisations: Yes
Free trial available: No

Features

Benefits

Service documents

Framework

Service ID

Contact

Service scope

User support

Onboarding and offboarding

Using the service

Scaling

Analytics

Resellers

Staff security

Asset protection

Data importing and exporting

Data-in-transit protection

Availability and resilience

Identity and authentication

Audit information for users

Standards and certifications

Security governance

Operational security

Secure development

Public sector networks

Pricing

Service documents

Cookies on Digital Marketplace

risr/ eAssessment Platform

Features

Benefits

Pricing

Service documents

Framework

Service ID

Contact

Service scope

User support

Onboarding and offboarding

Using the service

Scaling

Analytics

Resellers

Staff security

Asset protection

Data importing and exporting

Data-in-transit protection

Availability and resilience

Identity and authentication

Audit information for users

Standards and certifications

Security governance

Operational security

Secure development

Public sector networks

Social Value

Pricing

Service documents