AGILYX EMEA LTD

Certinia (formerly FinancialForce) -PS Cloud

Certinia Professional Services Automation, built natively on Salesforce is a professional services management and operations tool that gives your company the visibility it needs to be able to make more informed decisions to help improve margins and deliver revenue growth.

Features

• Real time business data
• Align sales and services
• Predictable services business
• Support for diverse billing models
• Automate from opportunity to revenue recognition
• Out of the box reporting and analytics
• Master customer record
• Powerful forecasting
• Built in customer and partner communities
• enterprise - class scalability

Benefits

• Connect the right resources with the right projects
• Increased customer satisfaction and better resource management
• Achieve higher win rates, utilisation, and services margins
• Develop pricing and billing processes tailored to your customers’ needs
• Speed up billing cycles, and eliminate revenue leakage
• Efficiently deliver projects on time and on budget,
• Empower collaboration around a single customer record
• Drive higher margins, faster delivery, and improved customer satisfaction.
• Collaborate, share, and communicate with partners and customers
• Solutions to underpin your business growth

£300 to £2,628 a user a year

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 julie.taylor@agilyxgroup.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

570398689668135

Contact

Julie Taylor
01628 637266
julie.taylor@agilyxgroup.com

Service scope

• Software add-on or extension: Yes
• What software services is the service an extension to: Salesforce- uses same sets of Master Data such as "Accounts", "Contacts", "Price Book", "Opportunity". This means when using Certinia & Salesforce; data silos are eliminated with one version of the truth centred around "Accounts". Salesforce platform tools work across Salesforce and Certinia. These include "Chatter" collaboration, workflow, Dashboard and reporting.
• Cloud deployment model: Public cloud
• Service constraints: No constraints. True Public Cloud offering on the Globally recognised Salesforce platform. So long as you have access to the internet, you can have access to our applications assuming you have the correct licenses and permissions.
• System requirements:
  • SaaS accessed via the internet
  • No downloads required for any device.
  • True pure cloud SaaS
  • Recent versions of most major browsers are supported.
  • Supported browser information is in Service Description Document

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Certinia has 2 key offerings for Support; "Standard Success" comes included as part of the subscription service. Standard response under "Standard Success" offers 7am to 5.30pm support during the working week (Mon - Fri). Response time is within 2 working days. "Premier Success" offers 24 x 7 for standstill and critical issues. Response times under Premier Success is 1 hour for standstill, 2 hours for critical and for other problems - 6 hours. Only Premier Support offers weekend 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: 9 to 5 (UK time), 7 days a week
• Web chat support: No
• Onsite support: Yes, at extra cost
• Support levels: Most of the Support from Certinia is undertaken remotely in the event of technical software problems. (i.e. bugs etc.) If support is needed on site - typically this is more to do with; training, configuration and customisations where we can provide support on an hourly cost basis through our Professional Services Team. The Standard Success Plan comes as part of the annual license subscription and includes a 2 business day response time to logged problems. All upgrades are part of this subscription service. For a more tailored and faster response service Premier Success Support is offered and indeed is mandatory for annual license contracts of over £100,000 per annum. The cost is calculated as 20% of the Net license fee per annum. As part of Premier Success Service - a dedicated Customer Success Manager is appointed to help ensure that a client gets upmost satisfaction from the Certinia applications. The details of our Standard and Premier Success plans can be found on our website. All clients have full access to "Communities" where advice and guidance can be shared among clients and Certinia. Premier Support allows for 24 x 7 support for standstill and critical issues.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Once contracts are signed, software is on boarded within typically a few days. This involves setting up an "Org" or instance of the Certinia software on the salesforce platform and allowing access via the internet to the client. So within a few days a client has access to all licenses, however if it is a new implementation, a client typically cannot use the software immediately as it has to be configured for use and to achieve this - training is provided followed by configuration support by Agilyx. New clients do have access to the customer portal called FinancialForce Community that provides a wealth of useful information to help get a clients started. These include introductory video's of applications, product notes, user guides, training clips, talking to other customers etc. The main implementation effort is usually a Project led by the client with Agilyx providing necessary training and configuration assistance. The process is designed to impart an effective knowledge transfer to allow clients to be able to maintain the applications themselves without recourse to third party help. The implementation effort required is scoped out by Agilyx and estimates shared with the client.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: Customer Data (as defined in the FinancialForce Master Subscription Agreement) can be extracted at any time during the contract and for a specified period on termination or expiration. The time period is specified in the FinancialForce Master Subscription Agreement. Typically data can simply be downloaded via csv files or via any interfaces that may have been set up
• End-of-contract process: The subscription price to use certinia software provides the right to use the software with as many users that have been granted licenses for. Renewal notices are provided before a contract period ends inviting clients to renew. At this time customers can choose not to renew or change their subscription if they so wish. If a client simply wants to end the subscription contract then they will have a set period of time to access and remove any data they need before access to their data is terminated and any data remaining is removed from the Salesforce platform.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: There is no major difference between the experience on desktop or mobile device. All Certinia applications are fully mobile. They have been designed to work on small screens and run on the Salesforce Mobile platform. This platform delivers mobile apps faster and with powerful no code builders. pro code tools and enterprise services.
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: All Certinia services for our Cloud applications run on the Salesforce platform and therefore accessed through this. The applications are also available via APIs. Certinia "Communities" offers a complete range of help and other information for clients.
• Accessibility standards: None or don’t know
• Description of accessibility: The services are delivered as pure web pages and conform to Salesforce accessibility standards. Java script is required for full Service functionality. This is in line with all leading globally available SaaS / Cloud services.
• Accessibility testing: Testing for touch screen technology was done with National Audit Office
• API: Yes
• What users can and can't do using the API: Certinia uses Salesforce platform API's that are published and well documented. No specific limitation, the API's will allow interconnectivity with other systems. Certinia also offers some additional APIs to automate business processes within its applications as referenced here: https://developer.financialforce.com
• API documentation: Yes
• API documentation formats:
  • HTML
  • PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Customisation means any functionality that may be needed that cannot be achieved through normal configuration. Either users can customise if they have the right skills or use Certinia, or use appropriately skilled 3rd party organisations such as Agilyx to undertake specific customisations. A lot can be done through simple "Click Not Codes" on the Salesforce platform such as adding or deleting fields and creating workflows that may require customisation on other more "legacy" applications. this is often also described as Low Code.

Scaling

• Independence of resources: Certinia runs on the Salesforce platform that is a multi-tenant scalable solution with multiple servers and multiple data centres around the globe. Salesforce runs a continual programme to ensure data loads are balanced so that performance is not adversely effected by new clients using the platform.

Analytics

• Service usage metrics: Yes
• Metrics types: For customers on the Premier Success plan, the Client Success Manager appointed can review with the client various service metrics around usage of the applications, number of calls made, response times to various types of calls (high to low priority), fix times (may be work arounds or bug fixes) and a wealth of additional data.
• Reporting types: Reports on request

Resellers

• Supplier type: Reseller providing extra support
• Organisation whose services are being resold: Certinia

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: None

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: No
• Datacentre security standards: Complies with a recognised standard (for example CSA CCM version 3.0)
• Penetration testing frequency: Never
• Protecting data at rest:
  • Physical access control, complying with CSA CCM v3.0
  • Physical access control, complying with SSAE-16 / ISAE 3402
• Data sanitisation process: Yes
• Data sanitisation type: Deleted data can’t be directly accessed
• Equipment disposal approach: In-house destruction process

Data importing and exporting

• Data export approach: Data can be exported from Certinia applications on the Salesforce platform into a set of comma-separated values (CSV) files.
• Data export formats: CSV
• Data import formats:
  • CSV
  • Other
• Other data import formats: Agilyx can assist with with custom implementation and data imports

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: Certinia offers a 98% SLA and associated credits which can be incorporated into a Call-Off Contract.
• Approach to resilience: Certinia applications are developed on the Salesforce platform. All networking components, SSL accelerators, load balancers, Web servers and application servers that are part of the Services are configured in a redundant configuration. All Customer Data is stored on a primary database server that is clustered with a backup database server for redundancy. All Customer Data is stored on carrier-class disk storage using RAID disks and multiple data paths. All Customer Data, up to the last committed transaction, is automatically backed up on a regular basis. Any backup tapes are verified for integrity stored in an offsite facility in a secure, fire-resistant, location
• Outage reporting: Scheduled maintenance and outages are reported on https://status.salesforce.com/status

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)
  • Dedicated link (for example VPN)
  • Username or password
• Access restrictions in management interfaces and support channels: Access to Certinia applications requires authentication via one of the supported mechanisms as described in the Salesforce Security Implementation Guide including user ID/password, SAML based Federation, Oauth, Social Login, or Delegated Authentication as determined and controlled by the customer.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)
  • Dedicated link (for example VPN)
  • Username or password
  • Other
• Description of management access authentication: The management access to the service is entirely governed by the clients Salesforce administration team. This means that no one outside the client organisation including Certinia can get access without permission from the client.

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: User-defined
• How long system logs are stored for: User-defined

Standards and certifications

• ISO/IEC 27001 certification: No
• 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:
  • SSAE 16 SOC 1
  • SSAE 16 SOC 11
  • SSAE 16 SOC 111

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards: Other
• Other security governance standards: SSAE16 SOC 1 and SOC 11. Salesforce (FinancialForce's hosting platform) is ISO 27001 certified
• Information security policies and processes: The Certinia Chief Information Security Officer is responsible for the enterprise Information Security Program. Certinia security policies are based on ISO 27001. The Security department coordinates security policy, program and verification efforts, to ensure that customer and company information assets are adequately protected. Various functions include identifying, evaluating and reporting on security risks, compliance with security and privacy regulations and commitments, threat and vulnerability management, security incident management and response. The Security department reports to the SVP, Chief Legal Officer.

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: Certinia has defined software development and change management processes which are documented and audited in an annual SSAE16 SOC1 & SOC11 reports. These can be provided upon request to prospects and customers under an NDA
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Certinia has a product security team that works closely with our platform provider Salesforce to identify and address security vulnerabilities in Certinia products.Certinia’s software development lifecycle incorporates a range of security measures, including: - Code reviews designed to ensure adherence to Certinia development standards. -Software security testing and code scanning to identify and address security vulnerabilities. -Release reviews and approvals designed to ensure product releases comply with internal process requirements. - Vulnerability testing and remediation for infrastructure and tools supporting our source code management platform. - Development and changes to production application systems are authorised, tested, approved and documented.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Certinia maintains security incident management policies and procedures and will promptly notify Customer in the event Certinia becomes aware of an actual or reasonably suspected unauthorised disclosure of Customer Data. Certinia has a defined Incident response plan that can be shared with prospects or customers under an NDA
• Incident management type: Supplier-defined controls
• Incident management approach: Certinia maintains security incident management policies and procedures and will promptly notify Customer in the event Certinia becomes aware of an actual or reasonably suspected unauthorised disclosure of Customer Data. Certinias has a defined Incident response plan that can be shared with prospects and customers under an NDA. The hosting provider, Salesforce also maintains a security incident response plan

Secure development

• Approach to secure software development best practice: Supplier-defined process

Public sector networks

• Connection to public sector networks: No

Social Value

• Social Value:

  Social Value

  Equal opportunity

  Equal opportunity

  Diversity is important to Agilyx. We are committed to our employees and aim to attract, recruit, engage and retain a diverse team of talented people who can drive business results and enhance our reputation. Agilyx seeks to add value to its organisation with a team which have an appropriate mix of skills, experience (in a variety of specified fields), expertise and diversity. The business also seeks to build a safe work environment by taking action against inappropriate workplace behaviour that does not value diversity including discrimination, harassment, bullying, victimisation and vilification. Agilyx values and manages diversity through a variety of programs, practices and policies which cover:recruitment and promotion of employees with the appropriate skills, talent and experience for the position. Equal employment opportunity, including but not limited to, differences that relate to sexual orientation, gender, age, ethnicity and cultural backgrounds. Talent and succession planning, Employee assistance programs, Support for flexible work hours and parental leave to accommodate employee’s needs at all levels of the organisation, Career development and performance through programs that assist employees to develop skills and experience to career enhancement, A defined grievance and dispute process, Work health safety programs and training, Study assistance and Gender diversity is a key part of the overall diversity policy at Agilyx, ensuring that women are represented in senior roles.

Pricing

• Price: £300 to £2,628 a user a year
• Discount for educational organisations: No
• Free trial available: No

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 julie.taylor@agilyxgroup.com. Tell them what format you need. It will help if you say what assistive technology you use.