Sunrise Software Limited

Sunrise MSP Service Desk Software (ITSM/ ESM)

Sunrise MSP is an ITIL aligned Service Desk/ Service Management software platform designed specifically for IT Managed Service Providers, Technology companies and Shared Services to manage their service management processes. Including all core ITIL processes, customer self-service portal, contract management, project management, SDI Accredited Reporting and AI Chat Bots

Features

• ITIL V4 Aligned Service Management processes as standard
• Branded Self-Service portal to improve customer engagement
• Chatbots and AI within solution
• Service Desk Institute Accredited KPI performance reports
• Real Time Dashboards and Wallboards powered by Power BI
• Gamification capability included as standard
• Powerful Codeless Business Process Automation
• Integration and Interoperability with core business applications i.e. Teams
• Modern and Intuitive html5 web Interface
• Enterprise Service Management Enabled

Benefits

• All inclusive non- modular software with no hidden costs
• Facilitates proactive Service Desk management for Service Providers
• Increased visibility across service desk activities across service management disciplines
• Automation and Orchestration to save on staff time and cost
• Improved trend spotting over time for Continuous Service Improvement
• SDI best practice reports help enable SDI Service Desk accreditation
• Rapid return on investment due to improved efficiencies
• Enables users to follow ITIL best practice and regulatory compliance
• Measure and improves customers satisfaction and SLA performance
• Greater control of the end-to-end services organisations deliver

£30 to £60 a licence a month

• Education pricing available
• 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 david.bullivant@sunrisesoftware.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

622781090438703

Contact

David Bullivant
07917838548
david.bullivant@sunrisesoftware.com

Service scope

• Software add-on or extension: No
• Cloud deployment model: Public cloud
• Service constraints: All updates are included in the SaaS offering so the product always remains on the latest release. Any updates are completed outside of core customer hours and customers are notified in advance. Emergency patches and security fixes are also completed out of core hours where possible and customers are always kept up to date with regular notifications via the Sunrise Change Management process.
• System requirements: Web Browser i.e. Edge, Chrome, Firefox or Safari

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Email and Online tickets can be logged 24/7 and are monitored during standard support hours which are Monday-Friday, 8:30-17:30. Standard response times are:; ; Priority 1: Target response of 1 hour and target resolution of 3 hours; Priority 2: Target response of 3 hours and target resolution of 1 day; Priority 3: Target response of 6 hours and target resolution of 3 days; Priority 4: Target response of 1 day and target resolution of 5 days
• 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: Web chat
• Web chat support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support accessibility standard: WCAG 2.1 AAA
• Web chat accessibility testing: We have a service desk function available on call. This provides fixes to incidents (log, answers to queries/issues, responding in how to use the system/customisation). We rely on our own service desk product, as well as our ITSM product. Web Chat can be initiated from our Service desk and is tested on a variety of assistive technologies, and we can also be contacted via phone, email or portal.
• Onsite support: Onsite support
• Support levels: Service Availability Support is monitored 24/7/365; Application support is Monday-Friday 8:30-17:30; ; Sunrise Software adhere to a 4-level priority system:; Priority level 1 (top priority). We aim to respond within an hour and resolve the issue within 3 hours.; Priority level 2. We aim to respond within 3 hours and resolve the issue within 1 day; Priority level 3. We aim to respond within 6 hours and resolve the problem within 3 days; Priority level 4. Our lowest priority level. We aim to respond within 1 day and resolve the problem within 5 days.; ; Priority level is determined by disruption to the service rather than pricing or package subscribed to.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Sunrise provides standard packages for onboarding our application which includes user training, consultancy services and full documentation of the product. We have our own in house Professional Services team that work closely with customers to ensure they get the maximum value out of the software from day 1 and we do not rely on or use partners. This include both online and onsite training and consultancy as well as full documentation. Please see the pricing schedule for more details of the services offered.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: At the end of the contract, Sunrise can provide the user with their data in SQL format as well as any related attachments. Users can also extract their own data from the product in CSV format.
• End-of-contract process: At the end of the contract Sunrise will provide the customer with a copy of their data in SQL format at no additional cost. Then after 7 days we will then securely delete all of your data.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: Our service can be accessed on both mobile devices and desktops. We have a dedicated interface for mobiles (Sunrise Mobile). Using responsive design, the interface is designed specifically for use on mobile devices including iPhones, Android Phones, Windows Phones and Tablets. It allows both users, end users and customers to all interact with the product from anywhere on their mobile device.
• Service interface: Yes
• User support accessibility: WCAG 2.1 AA or EN 301 549
• Description of service interface: Sunrise MSP is a single web based platform providing a complete view of all customer interactions, enabling our users to offer exceptional customer service through effective, efficient operational performance. Sunrise MSP allows support analysts to access the Service Desk, IT Operations, Business Management and Reporting and Analytics Features on their preferred device, anytime of the day and anywhere they choose. Sunrise MSP is fully configured with a wide-range of ITIL-based processes that facilitate a high performing Service Desk environment capable of providing customers with the support they deserve.
• Accessibility standards: WCAG 2.1 AA or EN 301 549
• Accessibility testing: The interface is deployed and available to users to use, and is tested against applicable assistive technology within the browser.
• API: Yes
• What users can and can't do using the API: Sunrise MSP includes a REST Application Programming Interfaces (APIs) that is deployed as a web service, allowing user’s Service Management Platform to integrate with other applications across users IT estate and beyond. Sunrise MSP has all the connectivity users will ever need. Ease of integration ensures greater visibility of critical information across organisations, creating faster information sharing, and a more effective business process across multiple technology silos.; ; The API is fully documented and also available within the test environment as a sandbox.
• API documentation: Yes
• API documentation formats:
  • Open API (also known as Swagger)
  • HTML
  • PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Having access to the important information teams need to perform is vital. Sunrise MSP provides users with control over the layout and display of their information, through configurable dashboards with eye-catching gadgets that simplify access to the most important information and statistics. ; ; In addition Sunrise is a process builder that allows for zero code configuration, the process engine allows configuration of business processes including screens and workflow.

Scaling

• Independence of resources: Customers are allocated their own web server/ instance to guarantee quality of service. In addition the overall performance of the SaaS environment is constantly monitored with resources added and changes made where needed to ensure each users always has optimum performance.

Analytics

• Service usage metrics: Yes
• Metrics types: Sunrise provides Service Metrics to our customers on the SaaS status via real time dashboards in the self-service portal in addition to service reports. We also have availability stats available via the customer portal. In addition we have customer service review reports that your account manager will review with you on a quarterly basis.; ; The reporting in Sunrise provides dashboards, real time wallboards and on demand and scheduled reports.
• Reporting types:
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: Up to Security Clearance (SC)

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations: United Kingdom
• 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: At least once a year
• Penetration testing approach: ‘IT Health Check’ performed by a CHECK service provider
• Protecting data at rest: Physical access control, complying with CSA CCM v3.0
• 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: Users can export their data through the reporting suite on demand or on a schedule and this can be exported into common file formats such as CSV, XLS, PDF and DOCX (Word). In addition, it is possible to export data from any summary screen/ grid directly via an export to CSV option.
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • PDF
  • XLS
  • DOCX
• Data import formats:
  • CSV
  • Other
• Other data import formats:
  • SQL
  • XLS
  • Database
  • XML

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 overall Service and Availability is deemed business critical by our customers. Sunrise standard commitment is an operational target of making the SaaS Service available 24 hours a day, 7 days a week for 99.95% of the time.
• Approach to resilience: The Sunrise SaaS service is business critical to our customers and the data is hosted in a Type 3 data centre hosted within the UK, with redundancy and high availability built in. We operate both a primary and secondary data centre for DR and Business Continuity purposes
• Outage reporting: Outages are reported and visible on the customer self-service portal as well as via email alerts.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Other
• Other user authentication: SAML authentication (ADFS, Azure AD)
• Access restrictions in management interfaces and support channels: To access the Sunrise interfaces 2 factor authentication is used which includes a username and password as well as a secondary authentication method such as a code or via an authentication app. This restricts only authorised user from being able to access the services using two distinct methods of validation. This can also integrate directly to SAML i.e. Azure AD so when users are disabled in the source identity management system access is immediately prevented to Sunrise.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • 2-factor authentication
  • Other
• Description of management access authentication: SAML authentication (ADFS, Azure AD)

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: User-defined
• How long system logs are stored for: At least 12 months

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Bureau Veritas
• ISO/IEC 27001 accreditation date: 02/08/2023
• What the ISO/IEC 27001 doesn’t cover: The ISO 27001 certification covers the IBM Cloud data centres that host the SaaS service. This was certified Bureau Veritas in October 2023. The ISO certification does not cover Sunrise Software it covers the data centres hosting the SaaS service.
• ISO 28000:2007 certification: No
• CSA STAR certification: Yes
• CSA STAR accreditation date: 19/01/2024
• CSA STAR certification level: Level 3: CSA STAR Certification
• What the CSA STAR doesn’t cover: The CSA Star certification covers the IBM Cloud data centres that host the SaaS service. This covers the Cloud Infrastructure and the Cloud Platform. The certification does not cover Sunrise Software it covers the data centres hosting the SaaS service.
• 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: ISO/IEC 27001
• Information security policies and processes: Sunrise security policies in place across all our areas of operation. These policies cover every area of IT security including vulnerability and patch management, network security, physical security, risk assessment and classification, password policies and disposal policies.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Sunrise has a full Change Management process, and all changes are tracked and managed through Sunrise ITSM. The changes are managed in line with ITIL best practice including relevant approvals where necessary and automatic notification to stakeholders and all customers contacts. All changes are assessed and reviewed for any security implication to ensure the environment remains secure at all times.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Sunrise has a full vulnerability, patch and risk management policy in place. All potential threats are assessed and categorised and the appropriate action taken. All critical patches and security updates are deployed daily to ensure they are remedied at the earliest opportunity. Rapid7 Vulnerability scanning, CrowdStrike antivirus and malware protection and Cisco Umbrella network security is deployed on all end points within the Service to ensure the environment remains secure and any vulnerabilities are quickly identified and mitigated. In addition third party testing is utilised to identify and then resolve any vulnerabilities or threats.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: All end points in the Sunrise SaaS environment have monitoring software deployed which can provide immediate updates of any potential issues. These alerts are visible via a dashboard and also email relevant Technical Operations staff. Immediate action will be taken to any critical issues identified.
• Incident management type: Supplier-defined controls
• Incident management approach: Sunrise use Sunrise ITSM to log all incidents and follow the ITIL best practice. Incidents can be raised with sunrise via telephone, email, chat or online self-service portal. We have a full and published incident management process with categorisation of incidents and escalation process included. Status of any existing incident can be viewed in real time via the self-service portal as well as the ability to report on these.

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
  • Covid-19 recovery
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  Fighting climate change is an increasingly pressing issue that we are dedicated to support. We ensure our practices are always adhering to the principles and standards set out in ISO 14001 and The Environmental Act 2021. Sunrise is committed to conducting its business in a manner that ensures a safe and healthy workplace for its employees and minimises its potential impact on the environment. We comply with all relevant and applicable environmental legislation and other requirements, and where practicable, minimise any adverse environmental impacts that may result from its operations.; ; In implementing this policy, we aim to:; ; Consider the direct environmental impacts of our operations, including offices, staff travel, and the procurement of materials and services.; ; Work with our clients and the supply chain to identify and mitigate the environmental impacts associated with our services and projects.; ; Reduce waste through re-use and recycling and by purchasing recycled, recyclable or refurbished products and materials where these alternatives are available, economical and suitable.; ; Where possible, prevent pollution from delivery of our services and projects.; ; Monitor, measure and communicate the environmental performance of our activities in order to drive continual improvement in areas of significant risk and opportunity.; ; Strive to continually improve our environmental performance and minimise the social impact and damage of activities by periodically reviewing our environmental policy in light of our current and planned future activities.; ; We're passionate about embracing sustainability, and our commitment to the environment is crystal clear: we're on a mission to achieve carbon neutrality by 2030. How are we going to make it happen? By laying out a roadmap that charts our course and setting annual goals that keep us accountable.

  Covid-19 recovery

  Sunrise remained fully operational throughout the Covid-19 pandemic continuing to provide support, product development and management of our SaaS environment to all customers. All staff are enabled to work remotely to ensure there would be no impact to customers or the SaaS service in the event of any future pandemics.

  Tackling economic inequality

  To tackle economic inequality, we ensure we hire locally wherever possible. By doing this it allows us to help the local economy as we ae helping local residents into work. We train our staff internally which helps us create a skilled workforce. This means even if someone does not have the necessary skills previously, they gain those skills working for us. This helps remove barriers to entry for people getting into employment.; ; We ensure our employees contracts all fulfil the criteria to be classed as “good work” which means we provide our employees with: Fair pay; Progression; Autonomy.; ; This helps our workforce feel valued and makes us a desirable employer for people looking for employment in this field.

  Equal opportunity

  We're committed to providing equal opportunities in employment and to avoiding unlawful discrimination in employment and against customers. Our equal opportunities policy helps put this commitment into practice. Our pledge to equal opportunities means we steer clear of any unlawful discrimination, harassment, or bullying. ; ; When it comes to anti-slavery and human trafficking, we proudly uphold the principles of the Human Rights Act 2010 and adhere to the Modern Slavery Act of 2015, ensuring transparency in our operations and supply chains. We have a full Anti-Slavery and Human Trafficking Policy.

  Wellbeing

  At Sunrise Software, we're all about creating an environment where everyone feels valued and respected. At Sunrise, ensuring the well-being of our employees is a top priority, and we take it seriously. We've implemented a robust health and safety policy that underscores our dedication to creating a secure and healthy work environment.; ; We strongly believe in fostering growth and development, especially through our apprenticeship programmes. We recognise the value of investing in the next generation and are committed to providing opportunities for learning and skill development. Our apprenticeship initiatives reflect our belief in hands-on experience, mentorship, and continuous learning.

Pricing

• Price: £30 to £60 a licence a month
• Discount for educational organisations: Yes
• Free trial available: Yes
• Description of free trial: The free trial provides full access to the Sunrise software for an agreed period of time and allows you to fully trial the Sunrise application.
• Link to free trial: https://www.sunrisesoftware.com/free-trial

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