MRI SOFTWARE LIMITED

MRI Engage Commercial Portal

Our online portal is an interface between a landlord and their customers such as retail unit tenants or market stall licensees. Our portals drive community engagement, offer self-service and deliver personalised content. You can share information and guides; offer forums; present statements and agreements; offer online payments and much more.

Features

• Online customer portal reflecting your brand
• Software as a Service but with your choice of URL
• Designed for mobile, tablet and desktops
• Integrates via API with back office systems
• Online maintenance call logging with optional back office system integration
• Online customer forums with moderation options
• Integrates and links to payment gateways and Allpay
• Deliver offers and services online to customers
• Umbraco CMS templates and groups for easy content management
• Access to documents, such as agreements, online for your customers

Benefits

• Enables customers to self-serve delivering efficiency
• Gives greater transparency to customers
• Supports customer service by reducing demands on contact centre
• Enables staff to quickly update content to quickly reach customers
• Provides a single online location for customer interaction for convenience
• Encourages and promotes customer engagement
• Easy to manage and update content
• Personalised content for specific user groups for clarity and control
• Provide access to information and services on demand for customers
• Enables staff to deliver services quickly and more efficiently

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

Framework

G-Cloud 15

Service ID

598466048118254

Contact

Claire Brown
020 3861 7100
tenders@mrisoftware.com

About the service

• Service categories:

  Applications

  Production and operations

  • Other operations
• Multi cloud support: No

Service scope

• Software add-on or extension: No
• Cloud deployment model: Public cloud
• Service constraints: All work for the purpose of maintenance or support as part of planned outages will take place outside business hours. The client will be provided with at least ten (10) working days prior notice of any planned outage unless otherwise agreed or in case of an emergency planned outage. FSI shall wherever possible ensure that there are no more than two (2) planned outages each calendar month. Normal business hours are 08:00 – 18:00 Monday to Friday. FSI carries out all planned outages between 23:00 and 02:00 on the second and last Friday of each month
• System requirements:
  • Current Web Broswer
  • Internet Access

User support

• Email or online ticketing support: Yes
• Support response times: MRI’s Global Client Support group will make every reasonable effort to ensure that submitted cases are assigned the proper level of Severity. Submitted cases will be responded to in the order in which they are received, with consideration given for higher Severity levels. Response; Time is the time it takes before a Global Client Support agent makes initial contact with the individual who submitted case.; Bundled Service; (Normal Priority 6 Hours,; Serious Priority 3 hours,; Critical Priority Live Call Only); Concierge Standard; (Normal Priority 4 Hours,; Serious Priority 2 hours,; Critical Priority Live Call Only)
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.2 AAA
• 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: We include support within our annual fee. Support includes a named Account Manager and a Client Support Helpdesk. The Client Support Helpdesk also serves as the point of contact for all cloud and application support requests from trained users. Cases and incidents can be recorded and viewed in the myMRI portal on a 24/7 basis. The myMRI Portal provides clients with information on support cases, regardless of whether a call is logged via a phone call or via the portal. Various information, documentation, forums and resources are also available on the portal. ; ; Any service-level incidents are managed internally within our CRM system as well as alerting clients utilizing the MRI Statuscast service (https://mrisoftware.statuscast.com/). ; ; Statuscast is a service that provides clients with a mechanism to subscribe to alerting based on applicable applications, where they will receive alerts on any incidents within the cloud systems if they occur. StatusCast also provides functionality for clients to report an outage, as well as receive updates on application releases.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: As an end user online portal, the site is very intuitive and designed to follow web site conventions so end user training is not usually required other than providing general 'getting started' information via email, newsletters or at resident or tenant forums. Engage will provide guidance on the content of these as part of your onboarding. We can deliver training if required and this can be scoped and quoted to meet your requirements. We will provide up to four content management training sessions which are typically delivered online as they do not take long as the system is not complex to use. On site training can also be offered at a standard daily rate for the trainer plus expenses. We provide a user guide in a PDF format to those who undertake the content management training. This guide also covers some administration tasks.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • ODF
  • PDF
  • Other
• Other documentation formats: Microsoft Word
• End-of-contract data extraction: All data within the system can be exported into CSV, HTML, PDF, and Excel formats at the end of the contract, either by the client's trained users who have a good understanding of the application and the data mapping. Alternatively, our staff can provide a copy. This can then be imported into other systems.
• End-of-contract process: At the end of the contract, the service is ceased and, if requested, customer data is returned. The portal is then decommissioned.
• 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
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: Our solutions are mobile responsive to render differently depending on the device used to login. The only difference between the desktop and mobile service is the screen size (optimised to ensure everything still fits on the screen in the mobile service).meeting the requirements of their roles. This includes but is not limited to call logging, desk or room booking, task management, asset verification, cleaning and portering services. The applications are not designed to mimic, or replicate the core solution.
• Service interface: No
• User support accessibility: WCAG 2.2 AA
• API: Yes
• What users can and can't do using the API: Our API is designed to enable our portals to interface with your back office systems such as your housing management system. This enables specific data and documents, such as contracts and statements, to be securely shared with your customers. The API is also used for tasks such as progressing applicants through the application process in your back office system or for logging and sharing status updates for maintenance requests. It is also used to enable charges to be presented for online payments and related receipting. Our implementation includes a scoping phase where we scope the API requirements and will work with your IT and application teams to review these and manage and deliver any agreed changes.
• API documentation: Yes
• API documentation formats: PDF
• API sandbox or test environment: No
• Customisation available: Yes
• Description of customisation: Our portals are customisable to meet our customers requirements. The customisation options that we offer include: - incorporating logos and brand imagery at setup - we incorporate brand colour schemes and fonts - sections may be activated or deactivated across the whole site or for specific groups through the CMS by client admins or us at any time - content is customisable and may include content such as images, formatted text, links and videos through the CMS by client admins or users at any time - End users can add an image to their profile.

Scaling

• Independence of resources: Our portals are designed to minimise the load on the system for any process or interaction and incorporate load balancing to evenly distribute traffic. We host on an easily scalable Microsoft Azure platform which is monitored 24x7x365 enabling us to manage capacity seamlessly in the background and our proactive monitoring ensures that we can respond to peaks in demand.

Analytics

• Service usage metrics: Yes
• Metrics types: We set up a Google Analytics code on the site and can provide basic usage statistics such as new enrolments. Further service metrics may be scoped and provided on request at additional cost.
• Reporting types:
  • Regular reports
  • Reports on request
• Resource tagging: No
• FOCUS resource tagging: No

Supplier type

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: 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: No
• 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 another standard
• Data sanitisation process: Yes
• Equipment disposal approach: A third-party destruction service
• Data sanitisation type: Deleted data can’t be directly accessed / Cryptographic Erasure

Data importing and exporting

• Data export approach: Minimal end user data is stored in the system and all may be removed using copy and paste from their user device from within the portal with minimal effort.
• Data export formats: Other
• Other data export formats:
  • TXT
  • JPEG
  • PNG
  • BMP
• Data import formats: Other
• Other data import formats:
  • TXT
  • JPEG
  • PNG
  • BMP

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: We use commercially reasonable efforts to ensure availability twenty -four (24) hours a day, seven (7) days a week, except for: (a) planned downtime (of which we provide adequate notice and will schedule to the extent practicable during the weekend hours), or (b) any unavailability caused by circumstances beyond our reasonable control, including without limitation, Force Majeure events or internet service provider failures or delays. We host our solution in a UK-based Tier 3 data centre that is designed to deliver high availability.
• Approach to resilience: Available on request
• Outage reporting: Salesforce support desk is used to manage customer / support interaction for specific customer system issues. E-mail advisories are in place and used to alert multiple customers / contacts of unplanned outages.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • Username or password
• Access restrictions in management interfaces and support channels: The solution supports robust role based access, and manages access to information for each individual user down to field level. We provide all of our customer's system administration training covering the establishment of user roles/user account definition and management. This also includes specific guidance on how to restrict access to specific application functional areas and interfaces as part of the implementation process.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • 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: User-defined
• How long system logs are stored for: Between 6 months and 12 months

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: Data centre Infrastructure and associated services are managed according to ISO 27001. ontrols and processes. Solution security and processes are used to manage the application platform. All activities are undertaken in accordance with our information security management system policies, processes and procedures.
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Our SaaS service is managed according to ISO 27001 including platform patching (e.g. non-production testing, sign off), risk assessment and corrective action tracking. The product suite is developed using a code vault , allowing code changes to be tracked at line level. Executables are built from the code vault and subjected to separate development and system test cycles within dedicated non-customer environments. Releases to customer environments are authorised by the customer via a release notice and sign-off test plan. External penetration testing is undertaken frequently and the product suite is undergoes penetration testing regularly.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Vulnerabilities to the datacenter are managed according to ISO 27001 controls and processes which allows the risk to be tracked throughout its lifecycle (identification, assessment and treatment). Regular scheduled maintenance is undertaken to ensure that the technical platform is routinely patched to the latest available security guidelines/ patches. Essential maintenance may be undertaken at short notice subject to a risk assessment, to ensure that critical vulnerabilities are addressed in a timely fashion and outside of regular scheduled maintenance as and when required.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Protective monitoring and the associated responses are managed according to ISO 27001 controls and processes utilising a mixture of automated features at device level (e.g. automated blocking) and manual interaction based on alerts (e.g. investigation prior to intervention).
• Incident management type: Supplier-defined controls
• Incident management approach: Incidents are managed according to ISO 27001 controls and processes that include a defined "Security data breached and Incident Response Plan" including reporting mechanisms for both Information Technology and physical security incidents, incident logging, communication to internal and external parties, escalation, reporting, implementation of preventative actions, and ongoing improvement.
• Post-quantum cryptography secure: Yes

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: 0%
• Between £500,001 and £1,000,000: 0%
• Between £1,000,001 and £2,500,000: 0%
• Between £2,500,001 and £5,000,000: 0%
• Over £5,000,001: 0%

Standards and certifications

• ISO/IEC 27001 certification: Yes
• ISO/IEC 27001 accredited by: Schellman
• ISO/IEC 27001 accreditation date: Thursday 4 December 2025
• What the ISO/IEC 27001 doesn’t cover: MRI has a number of separate ISO 27001 certifications covering a number of different solutions and hosting environments. However, not all of our solutions are covered by these certifications.
• ISO 28000:2022 certification: No
• ISO 9001 certification: No
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber Essentials Certificate Number: Ca5535b7-d879-43af-807e-2fd63222a772
• Cyber essentials plus: Yes
• Cyber Essentials Plus Certificate Number: 8b90bd0e-99b7-4c8f-a863-e742eecf1be4
• Other security certifications: Yes
• Any other security certifications:
  • SOC 1 Type 2
  • SOC 2 Typw 2

Social value

• 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 1: Fair work: That offers fair wages and good working conditions. Help people get a job, stay in work, and progress in their careers, with good employment opportunities across the country. Notes: Where there is a large proportion of labour costs in the contract, commercial teams should consider MAC in Outcome 1 as a priority

  • New or retained jobs on the contract workforce in the relevant area that meet the criteria set out in MAC 1b, 1c and 1d
  • Providing opportunities for, and measuring and monitoring of, staff workforce conditions over time, including employee engagement, involvement in decision-making and satisfaction and adapting to any changes in the results, with clear processes for acting on issues identified
  • Plans to engage the contract workforce in deciding the most important workplace issues to address
  • Ensuring new workers are informed of their right to join a trade union
  • Monitoring of employee engagement rates (by protected characteristic) and, where necessary, the development of actions to ensure all voices are heard across the diversity of the workforce
  • Employment contracts that reflect actual hours worked; steps taken to ensure employees understand their contracts and have the ability to review and adjust them if actual hours regularly exceed contracted hours
  • Activities that support an environment where staff are educated about, and feel empowered to, address their physical wellbeing
  • Activities that support an environment where staff are educated about and feel empowered to report and address bullying and harassment
  • Activities to cascade good practice on fair working conditions throughout the supply chain
  • Offer a pay and leave entitlement to all eligible staff who become kinship carers, ideally equivalent to statutory adoption pay and leave
  • Payment of more than the National Minimum Wage or National Living Wage (as appropriate) to the contract workforce
  • Monitoring and reporting of gender and ethnicity pay gaps and plans to address them where necessary
  • Entitlement to sick pay for the contract workforce, with provision in place for any staff who do not meet the earnings threshold for statutory sick pay, payment of sick pay from day one of absence and payment of staff on the contract workforce who are off sick a replacement income of 100% of their usual earnings for as long as possible
  • Understanding of in-work progression issues affecting the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors
  • Measures to support in-work progression to help people in the contract workforce, to move into higher paid work by developing new skills relevant to the contract
  • Support for the contract workforce by providing career advice, and providing opportunities for staff working on the contract with in-work progression career development into known skills shortages or high growth areas
  • Understanding of the modern slavery risks and issues affecting the market, industry, sector or country (of origin or of source) relevant to the contract, and the workforce in the supplier’s own organisation and those of its key subcontractors

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