Claritas Solutions Ltd

Digital Symphony

Digital Symphony provides an end to end CMS solution that can be defined to meet a client’s business needs. All elements are customisable by clients for their own purposes. Digital Symphony provides case management functionality and incorporates other elements supporting: document management, asset management, reporting, surveys, emails and appointment functionality.

Features

• Security
• No CapEx
• Scalability
• Performance
• Speed
• Flexibility
• Disaster Recovery
• Sustainability
• UK Based Hosted and Managed
• GDPR Compliant

Benefits

• Peace of mind your data is the safest place
• No need for upfront investment in hardware and software
• Use the right amount of IT resources as you grow
• Built on the most cutting edge and latest technology
• Resources provisioned immediately for speedy deployment
• Customer choice and freedom to update/change their IT
• Quick data recovery from disaster scenarios
• Reduce carbon footprint with less IT resources
• UK Security Cleared Staff and Data Centre
• Peace of mind having full GDPR compliance

£5.00 a user a month

• Education pricing available
• Free trial available

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

• Modern Slavery statement

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

Framework

G-Cloud 13

Service ID

643750921341356

Contact

Sales Team
0330 333 88 33
sales@claritas-solutions.com

Service scope

• Software add-on or extension: No
• Cloud deployment model:
  • Public cloud
  • Private cloud
  • Community cloud
  • Hybrid cloud
• Service constraints: Claritas will review any client requirements and provide the most appropriate solution to meet the needs thereby mitigating as many constraints as possible from the client requirements.
• System requirements: Web Browser

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Tickets are assigned based on their severity and client impact. The severity level of the ticket will determine and logged in the Claritas ITSM tool. The ITSM tool is fully ITIL aligned and caters for Request Fulfilment, Incident Management, Problem Management, Change Management plus many more service delivery processes. SLA management and response times are mutually agreed upon and defined together within the contract.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.1 AA or EN 301 549
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: Yes, at an extra cost
• 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: As the webchat uses a web browser client, our experience to date, is that a client’s assistive technologies work without issue.
• Onsite support: Yes, at extra cost
• Support levels: UK based support team made up of 1st, 2nd, and 3rd line engineers. 1st Line engineers are responsible for inbound communications during core hours. Outside core hours are handled by on-call engineers. Below are the key Roles related to Service Management and their defined responsibilities:; ; Service Desk Manager; • Management of all Technical Support Team members; • Ensures the team have the correct tools, training and knowledge to perform their roles; • Ensures adherence to processes and SLA’s and KPI’s are met; • Escalation point for all ticket types when needed; ; 1st Line ; • Single Point of contact for all tickets types raised ; • Initial triage and implementation of first-time fixes when possible; • Ownership of request fulfilment tickets; • Responsible for accurate logging of tickets; ; 2nd Line ; • Responsible for the bulk of incident resolutions; • Contribution to Problem Management and Workaround library; • Onsite field engineers who attend data centres and client sites when required; • Owners of routine maintenance and patch management; ; 3rd Line ; • Main contributors to Problem Management, responsible for identifying permanent resolutions and workarounds; • Owners of complex incidents; • Implementation of complex changes; • Responsible for some project delivery work
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Claritas can adapt to the training needs of the client. We are able to provide onsite, virtual or video training if required although complete documentation is available upon user and administrator registration.; ; We can provide "train the trainer" sessions so clients can build internal knowledge to help with their onboarding processes
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: If a contract ends, clients will be provided support to export all of their data from the service/application. The exact requirements for the data migration following a termination of a contract or the end of the required service contract will be negotiated and mutually agreed upon between the client and Claritas.
• End-of-contract process: An end of contract process will be discussed and documented based on mutually agreed terms drawn up during contract negotiation.

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: The application has been designed and configured to enable users to access Digital Symphony from multiple channels.
• Service interface: Yes
• User support accessibility: WCAG 2.1 AA or EN 301 549
• Description of service interface: The Service Interface is accessed via a web browser with logical navigation through information and workflow screens.
• Accessibility standards: WCAG 2.1 A
• Accessibility testing: The testing we have undertaken has not identified any issues but comprehensive testing in line with assistive technologies has not been fully undertaken. We do, during testing, review page scalability to ensure immediate accessibilty to those who may need to increase screen sizes. Currently, we conform to WCAG 2.1A and are working towards meeting WCAG 2.1 AA.
• API: Yes
• What users can and can't do using the API: Full documentation of the integration of services is taken on a case by case basis and as such we do not limit use of any API's. If any adaptations are required we will work with the client to deliver those services. We are able to use a number of leading API gateway products ensuring as smooth an integration as possible.
• API documentation: Yes
• API documentation formats:
  • HTML
  • PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Digital Symphony allows our clients to customise the application to their working practices including the creation and maintenance of user selection lists, SLA timescales, surveys, user forms and workflows.; ; Customisation is supported by online user manuals accessible by those administrating the system.

Scaling

• Independence of resources: We use a variety of resources to guarantee users are not affected by the demands of other users such as: ; - Logical Partitioning ; - Overall solution management ; - Monitoring ; ; We constantly complete SOAP and SOAK testing to ensure response times are maintained at there lowest timeframe.

Analytics

• Service usage metrics: Yes
• Metrics types: Depending on the metrics required by the client, we can provide all the service usage metrics requested. We are able to deliver these metrics via the client's preferred channel. The details of the specific metrics and delivery channels will be discussed and mutually agreed upon during the onboarding process.
• Reporting types:
  • API access
  • 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: 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
  • Physical access control, complying with another standard
  • Encryption of all physical media
  • Scale, obfuscating techniques, or data storage sharding
• 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: Export function is available in a variety of formats and is available to users and administrators. Full system export would be carried out in conjunction with the Claritas support team.
• Data export formats:
  • CSV
  • ODF
  • Other
• Other data export formats: PDF
• Data import formats: Other
• Other data import formats: Data import is via the Claritas support team

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • Private network or public sector network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Bonded fibre optic connections
  • Legacy SSL and TLS (under version 1.2)
  • Other
• Other protection between networks: We understand that some clients’ data requires specific protection and as such where required "alternative security products" can be installed within the environment.
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Legacy SSL and TLS (under version 1.2)

Availability and resilience

• Guaranteed availability: SLAs and contracts are available in Digital Symphony and data that exist are available for reporting performance at any level. The data can be extracted at the level of performance that is being monitored, from whole SLA and contract management, down to individual service user activity or outcome level.; ; Any SLAs for guaranteed performance will be discussed and mutually agreed upon during the contract negotiation phase of a tender with a client
• Approach to resilience: We realise that some customers will have specific resilience requirements that may go beyond our standard offering, these can be discussed and designed during the client onboarding process.
• Outage reporting: A public dashboard - both bespoke and standard is available. ; An API - porting data into the clients' SIEM product.; Email alerts - alerting specific individuals or groups SMS - message to defined individuals within the organisation.

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)
  • Limited access network (for example PSN)
  • Dedicated link (for example VPN)
  • Username or password
• Access restrictions in management interfaces and support channels: Administrative layer access to the environment is completely segregated from the user/client environment. Due to the nature of how we have built this, we are happy to discuss and describe during client onboarding.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Dedicated link (for example VPN)
  • Username or password

Audit information for users

• Access to user activity audit information: Users receive audit information on a regular basis
• How long user audit data is stored for: User-defined
• Access to supplier activity audit information: Users receive audit information on a regular basis
• 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: Yes
• Who accredited the ISO/IEC 27001: LRQA Limited
• ISO/IEC 27001 accreditation date: 07/05/2022
• What the ISO/IEC 27001 doesn’t cover: N/A
• ISO 28000:2007 certification: No
• CSA STAR certification: Yes
• CSA STAR accreditation date: 2018
• CSA STAR certification level: Level 1: CSA STAR Self-Assessment
• What the CSA STAR doesn’t cover: N/A
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: No

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards:
  • CSA CCM version 3.0
  • ISO/IEC 27001
• Information security policies and processes: All of our security policies are based around the 27001 framework and many of our clients have specific security requirements which require bespoke security approaches. we will work with the clients to create and document a process specific to your needs.

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: We operate our change and config management service in line with the ITIL 4.0 Approach. All CIs, are recorded and monitored through their lifecycle via our ITSM tooling so that all changes made to a particular CI can be tracked, seen and understood within the context of the full environment.
• Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Vulnerability management approach: We run continual vulnerability scanning across the environment, ensuring that if any vulnerabilities are identified that they cannot be leveraged from the outside world,; ; Patching takes place on a weekly basis, however, if urgent or critical patches are released they will be issued outside of the weekly cycle. ; ; We monitor and are subscribed to a variety of channels in order to monitor current and emerging threats.
• Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Protective monitoring approach: We work with a partner to deliver an independent monitoring solution, ensuring that they give an independent view of what is going on within the environment.; ; Monitoring tools are deployed across the environment and monitored on a 24/7/365 basis.; ; Response times can be built to the client's specific SLAs but we would usually expect to be responding to a security incident within the first few minutes of a compromise being identified.
• Incident management type: Conforms to a recognised standard, for example, CSA CCM v3.0 or ISO/IEC 27035:2011 or SSAE-16 / ISAE 3402
• Incident management approach: Yes, we have a defined process for common events and incidents. Users may report incidents in a variety of ways (phone/email or integration into your organisation's ITSM tool).; ; Depending on the severity of the incident, reports will be provided in a variety of ways. General user interaction will be provided directly. High priority incidents (P1) will have a report produced and issued to client management.

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: Yes
• Connected networks:
  • Public Services Network (PSN)
  • Police National Network (PNN)

Social Value

• Fighting climate change:

  Fighting climate change

  Here at Claritas, we recognise our responsibility to reduce our greenhouse gas emissions and to meet our environmental targets to fight climate change. ; ; This includes measures such as reducing our carbon footprint, reducing waste and increasing recycling. At the Cop26 summit, it was agreed by the UK Government that all UK businesses had to achieve a Net Zero carbon emission by 2050. ; ; In response to the carbon emissions targets and the UK’s legislation to achieve Net Zero by 2050, we are currently developing a strategy with the overall target of Net-Zero greenhouse gas emissions for our direct operations with a target focus on:; - Energy Consumption.; - Our Supply Chain.; - Waste Management.; - Team Member Footprint.
• Covid-19 recovery:

  Covid-19 recovery

  Staying COVID 19 Secure during the pandemic was of paramount importance to Claritas. We complied with the government’s guidance on managing the risk of Covid-19 and implemented the 5 steps to safer working together:; ; 1. Carry out a COVID-19 risk assessment; • We have carried out a Covid-19 risk assessment and shared the results of the risk assessment with our workforce; • ; 2. Develop cleaning, handwashing and hygiene procedures; • We have cleaning, handwashing and hygiene procedures in line with guidance; ; 3. Help people to work from home; • We have taken all reasonable steps to help people work from home; ; 4. Maintain 2m social distancing, where possible; • We have taken all reasonable steps to maintain a 2m distance in the workplace; ; 5. Where people cannot be 2m apart, manage transmission risk; • Where it’s not possible for people to be 2m apart, we have ensured at least a 1m distance and taken all the mitigating actions possible to manage transmission risk.; ; As we move forward with the easing of all the COVID 19 restrictions, we continually monitor the situation and have the following guidelines to keep our clients, team members and the public safe:; ; • We still recommend twice-weekly testing; • Staff who test positive are advised to work from home until they test negative; • Keeping fresh air flowing in our office and meeting rooms; • Practice good hygiene (wash hands, sanitise, clear surroundings)
• Tackling economic inequality:

  Tackling economic inequality

  At Claritas, we demonstrate our passion and enthusiasm for making a difference in the lives of our team members, others and the communities in which we live and work. Our success depends on the communities where we, our team members, our partners and our customers live and work continuing to thrive and we’re committed to the ongoing support of this. ; Claritas aims to support and serve the communities around us. We look to give back to our local and broader area communities through corporate initiatives and employee activities. We are immensely proud of the support we have given to our team members and communities during a difficult 24 months to support in tackling economic inequality.; A few examples of how we have supported local schools, charities and team members include:; • Donating Computers to local schools during the pandemic so children who did not have access to a computer could access their online lessons.; • Cost of Living fuel allowance for all team members of £75 a month to help with the increased cost of energy, food and household bills.; • Fuel allowance to cover the cost of team members commuting into the office as to not impact their take-home pay by having to buy extra petrol for work commuting.; • Regular charity events to raise money and awareness supporting local and national charities
• Equal opportunity:

  Equal opportunity

  At Claritas, it all starts with our people, which is why we put emphasis on building a diverse, inclusive and equality driven culture. We have our headquarters based in Wetherby, Yorkshire and are currently expanding our operational locations to Cheshire enabling Claritas to attract and recruit a diverse team with the best talent. In growing our teams, we are focused on increasing diversity, equality and inclusivity across our organisation from leadership roles to our entry-level positions. ; ; Our people make the difference and are why we have an unwavering focus to make Claritas a great place to work. This approach enables us to attract the best and most diverse talent committed to delivering the highest levels of service to our customers and making a positive impact on our communities.; ; We provide equal opportunities throughout our business and our board has a 50% male to female ratio.
• Wellbeing:

  Wellbeing

  Here at Claritas, we hold ourselves to the highest standards. From how we conduct our business, treat our customers and look after the welfare of our team members. Our team members well being is vital to our business and as such, we invest heavily in making sure our people have the right tools, balance and opportunities to progress.; To ensure healthy well-being for our people provides:; • Training and industry events for team members' continuous career development; • Flexible working (work from the office, home or hybrid); • BUPA healthcare cover including dental ; • Extra holiday entitlement for team members' birthday; • Annual leave annual increase; • Great place to work office with wellbeing in mind (quite areas, collaborations areas, downtime areas); • Cost of Living fuel allowance for all team members of £75 a month to help with the increased cost of energy, food and household bills.; • Fuel allowance to cover the cost of team members commuting into the office so as to not impact their take-home pay by having to buy extra petrol for work commuting.

Pricing

• Price: £5.00 a user a month
• Discount for educational organisations: Yes
• Free trial available: Yes
• Description of free trial: A limited time period of up to 3 months with access to data which may incur a charge after that time if product use is not extended.

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

• Modern Slavery statement

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