REVO SM GROUP LTD

4me License and Support

We provide the below services.

1. Licenses and Support of the 4me Platform
2. Managed Service in deploying the 4me platform to your organisation.
3. Integration Services to automate your processes within your organisations
4. Integration Support and Hosting to manage and secure your automations.

Features

• enterprise service management
• it service management
• ITIL
• Project Management
• Workflow Management
• Automations
• CMDB
• Asset Management

Benefits

• Easily accessible from all devices
• Automate processes to save time and money
• Complete service mangement for all teams
• WCAG Compliant Portal
• End User Access is Free
• Approval Access is Free

£30 to £60 a licence a month

• Free trial available

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@revo4me.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

580887997325934

Contact

Simon Martin
01564 330 680
sales@revo4me.com

Service scope

• Software add-on or extension: Yes
• What software services is the service an extension to: We provide extra services for the 4me platform including integrations and extended deployment, training, support, automation activities where needed
• Cloud deployment model:
  • Public cloud
  • Private cloud
• Service constraints: It is recommended devices run the latest supported browsers; 4me mobile app needs latest versions of iOS and Android; For the mobile app remote working a 3G connection minimum; All other pre-requisites are provided by AWS
• System requirements:
  • Latest Chromium Browser
  • Latest iOS & Android Requested

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: 12 Business Hours, Monday to Friday
• User can manage status and priority of support tickets: No
• Phone support: No
• Web chat support: Web chat
• Web chat support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support accessibility standard: WCAG 2.1 AA or EN 301 549
• Web chat accessibility testing: None
• Onsite support: Yes, at extra cost
• Support levels: We provide full support of the 4me platform and this is all included within the license fee of the platform we re-sell.; ; There is a separate support service that's chargeable which is our Managed Service, this is costed separately per implementation / customer.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Customers receive a demo environment against which they can utilise role-based online training - https://learning.4me.com/training/; ; Onsite training is also provided for System Administrators, Users and End-Users as part of any implementation plan.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
  • Other
• Other documentation formats:
  • Docx
  • Pptx
  • Mp4
• End-of-contract data extraction: Users can export via API / XLSX or CSV from all parts of the system when the contract ends, this covers all record types
• End-of-contract process: Revo's end of contract process is invoked per customer. This involves offboarding calls, data extract help, assistance with documentation of the data mapping tables for importing into a new system if required and removal of data from the system once the 30 day notice period is up

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: Push Notifications if the mobile app is installed otherwise seamless usage between mobile & web browsers.
• Service interface: Yes
• User support accessibility: WCAG 2.1 AA or EN 301 549
• Description of service interface: Self-Service Portal for end users & Specialist interface for Resolvers.
• Accessibility standards: WCAG 2.1 AA or EN 301 549
• Accessibility testing: Unknown but we believe this is part of the compliance for WCAG2.1 AA
• API: Yes
• What users can and can't do using the API: https://developer.4me.com; ; Full REST API & Graph QL Available to consume within the licensing structure.; ; Full Workato App also in place
• API documentation: Yes
• API documentation formats:
  • HTML
  • Other
• API sandbox or test environment: Yes
• Customisation available: No

Scaling

• Independence of resources: The 4me platform is consumed via the Amazon Content Delivery Network with auto scaling of resources dependant on usage, this means that there is no impact to the end user if 1 person or 1,000,000 people are using the 4me platform.

Analytics

• Service usage metrics: Yes
• Metrics types: All records within the platform including usage can be reported on via the internal dashboards and reports feature, These can also be consumed by the API into Power BI / External Reporting platforms.
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

• Supplier type: Reseller providing extra features and support
• Organisation whose services are being resold: 4me

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: Up to Baseline Personnel Security Standard (BPSS)

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: Complies with a recognised standard (for example CSA CCM version 3.0)
• Penetration testing frequency: At least every 6 months
• Penetration testing approach: Another external penetration testing organisation
• Protecting data at rest:
  • Physical access control, complying with another standard
  • Encryption of all physical media
  • Other
• Other data at rest protection approach: The 4me services support the latest recommended secure cipher suites and protocols to encrypt all traffic in transit. All internal data in transit between services within the 4me infrastructure is protected by TLS v1.3 and the best available cipher suites and protocols.; All customer data is encrypted at rest – including databases, search indexes, files storage, memory caches, log data, backups, and all disks.; ; 4me monitors the changing cryptographic landscape closely and works promptly to upgrade the 4me services to respond to new cryptographic weaknesses as they are discovered and implement best practices as they evolve.
• 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: Users can export data via API, Scheduled Exports or Real Time exports based on the record they are viewing
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • XLSX
  • PDF
• Data import formats:
  • CSV
  • Other
• Other data import formats: TSV

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: The 4me service offers an availability target of 99.8% during the 24x7 service hours from Monday through Sunday, which is equal to an outage duration of 1½ hours per month. The resolution target of a service outage is 1½ support hours.; Service Credits can be refunded if availability is not met
• Approach to resilience: The 4me service is hosted by AWS. The service utilises two datacentres within the EU, one supports Production and QA instances, the other is purely Back-Up. The datacentres are separated by 75 miles to ensure a secure failover of the service should one datacentre become unavailable.; ; More information is available on request.
• Outage reporting: Public Dashboard (https://status.4me.com) and alerting from 4me to partners / customers.

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: The System is role based access so you would have to be assigned the correct role in order to gain access to management interfaces. Coverage for support is governed by the provider and therefore you would have to request access in order to gain access to the support channel.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • 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: At least 12 months
• 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: Other
• Other security governance standards: Cyber Essentials
• Information security policies and processes: We have internal information security policies that the teams follow, these are available on request.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: This is all controlled by 4me as they own the platform. Information available on request.; ; Revo are simply the reseller of licenses to the platform itself
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: This is all controlled by 4me as they own the platform. Information available on request.; ; Revo are simply the reseller of licenses to the platform itself.; ; They comply to SOC2 Type 2 & ISO 27001 and 27018; ; all information can be found at https://4me.com/security
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: This is all controlled by 4me as they own the platform. Information available on request.; ; Revo are simply the reseller of licenses to the platform itself.; ; They comply to SOC2 Type 2 & ISO 27001 and 27018; ; all information can be found at https://4me.com/security
• Incident management type: Supplier-defined controls
• Incident management approach: This is all controlled by 4me as they own the platform. Information available on request.; ; Revo are simply the reseller of licenses to the platform itself.; ; They comply to SOC2 Type 2 & ISO 27001 and 27018; ; all information can be found at https://4me.com/security

Secure development

• Approach to secure software development best practice: Independent review of processes (for example CESG CPA Build Standard, ISO/IEC 27034, ISO/IEC 27001 or CSA CCM v3.0)

Public sector networks

• Connection to public sector networks: No

Social Value

• Social Value:

  Social Value

  • Fighting climate change
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  We partner with a sustainability company (eForests) to replant trees on behalf of Revo and our Customers. This is based on the number of Customers we have and the accounts they have through us.

  Equal opportunity

  Revo is committed to promoting equal opportunities in employment. We aim to create a working environment that is inclusive and diverse, where all individuals are treated with dignity and respect. We do not discriminate on the basis of race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, marital status, or any other protected characteristic under UK law. We strive to attract, develop, and retain talented individuals from all backgrounds, and we actively promote equal opportunities for all employees and applicants. We believe that diversity strengthens our organization and enhances our ability to innovate and succeed.

  Wellbeing

  We provide private health insurance, flexible working arrangements, free lunches when in the office, company days and an open ideas forum to help the team when needed.

Pricing

• Price: £30 to £60 a licence a month
• Discount for educational organisations: No
• Free trial available: Yes
• Description of free trial: There is a free trial available for download 4me.com. It is a full version of the 4me service that is provided with access to role-based training. ; ; The trial version runs for 7 days but can be extended on request.
• Link to free trial: https://revo4me.com/contact

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@revo4me.com. Tell them what format you need. It will help if you say what assistive technology you use.