SWITCHEE LIMITED

Swift by Switchee -SaaS only

Swift by Switchee - SaaS provides access to Switchee Cloud via the client portal, with a reduced level of service and features

Features

• Gathering of environmental information on Properties
• Generation of Insights per Property
• Alert Subscriptions for Risks for Underheating, Overheating, Damp and Mould
• Monitoring, Reporting and Alerting Healthy Living Conditions

Benefits

• Provide real-time data rich information for landlord applications
• Pro Active Early Intervention for properties at risk
• Data Driven Validation of Interventions eg retrofitting
• Remote, unobtrusive ongoing monitoring without costly visits
• Real time Data to mitigate disrepair claims
• Not reliant on resident wifi

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

Framework

G-Cloud 15

Service ID

691111926752335

Contact

Tom Longley
08001337957
commercial@switchee.com

About your service

• Service categories:

  Application Development and Deployment

  Analytics and business intelligence

  • Business Intelligence
• Multi cloud support: Yes

Service scope

• Software add-on or extension: No
• Cloud deployment model: Public cloud
• Service constraints: The service is continuous. The availability level for Switchee cloud services is defined in the Switchee Support Policy (available upon request). The target for availability of all of the Switchee Cloud Services in any given 12 month period is >99% .; Availability is tracked and reviewed on an ongoing basis. Switchee endeavours to ensure that any maintenance that would impact availability is scheduled outside of business hours. Switchee’s infrastructure is designed to auto-scale as load increases, using serverless design patterns.
• System requirements:
  • Accessible through industry standard devices (PCs, laptops, SmartPhones...)
  • Accessible through industry standard browsers (Chrome, Edge, Safari..)
  • Accessible through standard API protocols

User support

• Email or online ticketing support: Yes
• Support response times: The service desk is available for Customers, Installers by phone, SMS, email and web chat from the Switchee website. Switchee’s Service Desk is available from 9:00 to 18:00, Monday to Thursday and 9:00 to 17:00 Fridays excluding English public holidays.; ; Each incident will be assigned a priority and dealt with by Switchee acting reasonably in accordance with the following priority levels and service target response times :; Business Critical - 1 Working Hour; Major Operational - 2 working hours; Minor Operational - 1 business day; Non-Operational - 2 business days
• User can manage status and priority of support tickets: No
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: Yes
• Web chat support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support accessibility standard: WCAG 2.2 AA
• Web chat accessibility testing: Our WebChat uses Zendesk who test their product with all the common assistive technology providers.
• Onsite support: Yes, at extra cost
• Support levels: Our support services are customised for each of our different user types. For our landlord clients, we provide a live chat function whilst they are on the cloud dashboard if they need help. Support with the dashboard for our customers is a part of the product we provide. Installers who install our swift devices also receive phone and email support free of charge. We have cloud support engineers who assist with cloud related problems from our housing providers (landlords) and technical support agents who help installers with any problems they have.
• Support available to third parties: Yes
• AI chatbot: No

Onboarding and offboarding

• Getting started: Onboarding is provided as part of our customer success journey.; ; For new clients, we establish the key stakeholders and through online meetings, workshops we establish most suitable media methods and tailor training to suit. This can be a combination of documentation, video guides and workshops.; ; For existing clients we offer refresher training , and toolbox talks aimed at technical and customer facing teams.; ; We can by prior agreement offer onsite training, in line with our professional service costs.
• Service documentation: Yes
• Documentation formats:
  • ODF
  • PDF
• End-of-contract data extraction: Landlords can extract all their data through our API or ask our Customer Success team to do it for them. The data can be provided in any common accessible standard like CSV.
• End-of-contract process: An annual reoccurring support fee provides access to the Switchee Client portal, applications, API and data. At the end of the contracted period, unless renewed, access will cease. The customer data will be removed from the Switchee system.
• Documentation accessibility standard: None or don’t know
• How the documentation is accessible: We produce video guides, process flows and supported documents for onboarding. ; These are available from different methods, including embedded video and help tools within the portal, through to o demand emailed documentation

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
• Application to install: No
• Designed for use on mobile devices: No
• Service interface: Yes
• User support accessibility: WCAG 2.2 AA
• Description of service interface: Web Browser Interface - The Client Portal is designed to be used as a browser-based solution only. The same data is also available through out API.; ; The Installer Applications are designed for desktop PCs, laptops, tablets and SmartPhones. There is no difference between the mobile and desktop service.
• Accessibility standards: None or don’t know
• Description of accessibility: The service interface allows the client to add and remove users and change access levels. The client can also add and remove devices. ; ; There is the ability to add and maintain custom fields, upload and download reports and files.
• Accessibility testing: We have tested the interface with common screen readers.
• API: Yes
• What users can and can't do using the API: The Switchee API is RESTful in style and is designed in a modular fashion. We use OAuth 2.0 infrastructure for secure session authentication.; ; We provide detailed API docs for developers in OpenApi Spec format. This includes our current endpoints plus matching data structures.; ; End Users (with relevant permissions) can create their own API credentials , full documentation and guide is provided to convert the Client_Id and Client_Secret into a base64 authorisation token.; ; Overall the API currently covers the following:; -Property info: address, Switchee ID, customer property ref (both reading and writing it); - Daily insights: Mould Risk, Fuel Poverty, Heat Stroke Risk, Heat Loss Rate (available per property and in bulk for all properties in one go); - Daily averages: daily average room temp, daily average room humidity, total hours heating and hot water use, max target temperature, max “feels like” temperature.; ; The API extracts are not customisable; however, depending on the integration destination, it may be possible to filter the relevant data required.
• API documentation: Yes
• API documentation formats:
  • Open API (also known as Swagger)
  • ODF
  • PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Admin users have the ability to create custom property fields, adding greater flexibility. Whether you want to include additional information such as occupancy status, fabric types, projects, or anything else that helps organise your information.; There are 2 main steps to creating the fields:; - The name of the field will be represented as the column header and label wherever the field is shown; - The handle which will be used for API references ; There are three types of fields: Text, Single-Dropdown, and Multi-select Dropdown.; ; In addition, through Switchee Cloud, it is possible to customise the help screen on the Switchee thermostat device to include landlord-specific contact details.

Scaling

• Independence of resources: The services are operated on very large scalable public clouds such as AWS, where additional resource is automatically assigned in response to varying demand.

Analytics

• Service usage metrics: Yes
• Metrics types: The Switchee Portal shows all the connected devices and the specific and aggregated data they are generating. Switchee are able to share Portal login and usage information with authorised users if requested.
• Reporting types:
  • Real-time dashboards
  • Regular reports
  • Reports on request
• Resource tagging: No
• FOCUS resource tagging: No

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Baseline Personnel Security Standard (BPSS)

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations: European Economic Area (EEA)
• User control over data storage and processing locations: No
• Datacentre security standards: Complies with a recognised standard (for example CSA CCM version 4.0)
• 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 v4.0
• Data sanitisation process: Yes
• Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v4.0, CAS (Sanitisation) or ISO/IEC 27001
• Data sanitisation type:
  • Deleted data can’t be directly accessed / Cryptographic Erasure
  • Data Erasure

Data importing and exporting

• Data export approach: Authorised clients can request to have data from their Switchee devices exported to a secure place in the portal where they can download it. The data comes in the format of an encrypted CSV / Excel. Clients can also ask for the same service from their Customer Success Team member. The data is also available to export using our API.
• Data export formats:
  • CSV
  • ODF
• Data import formats:
  • CSV
  • ODF

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: Switchee support is covered by the Switchee Support Policy. Switchee will endeavour to provide 99% uptime on the Switchee platform. We commit that we will respond to any landlord, installer or resident query within four working hours and our typical response times are under an hour.; ; If the provision of Switchee Services is likely to be interrupted or adversely impacted by Switchee, such as through planned maintenance / upgrade activities, Switchee shall aim to inform the Customer Key Contact at least 48 hours in advance of the interruption / planned outage. Where possible, Switchee will provide an estimate of the timeline of any disruption of services and provide an update should any such estimates be revised. ; ; Where the provision of The Services are interrupted or likely to be adversely impacted as a result of a failure by, or act or omission of, Switchee or a Third Party Service Provider, Switchee shall, within 24 hours of discovering / being notified of the failure, inform the Customer Key Contact of the potential interruption or adverse impact. Where possible, Switchee will provide an estimate of the timeline for resolution of any issues and provide an update should any such estimates be revised.
• Approach to resilience: We ensure resilience by hosting our services on a proven, world class cloud providers (AWS) that meet the highest data center security, compliance and resilience standards and certifications. We design our services to take advantage of redundancies at the machine, data-centre and regional levels.
• Outage reporting: There are no outage alerts on the systems we provide for our users but there is the live chat function to allow quick reporting of any difficulty they are experiencing / having.; In addition should there be any updates which would incur any disruption then this is scheduled outside working hours. ; Should we experience any major disruption then we would inform our customers directly via email / telephone .

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 Switchee cloud access is limited to Switchee employees who login with MFA and username/password over TLS V1.2 encrypted links
• 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: User-defined

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards: CSA CSM version 4.0
• Information security policies and processes: The Switchee Security Team performs regular threat and vulnerability reviews of our service. We independently Penetration Test our services. Ongoing assessment and mitigation of potential vulnerabilities is performed through service risk assessment activities. This assessment is performed in addition to the enterprise-level risk assessment process used to identify and manage risks presented to the business as a whole. This process also takes regulatory and environmental risks into consideration.; ; Switchee has a security governance framework that underlies and directs our approach to security and privacy. Accountability for security and privacy policy is clearly defined, including an appointed Data Protection Officer with overall responsibility for this area. Key stakeholders from across the business are brought together regularly to ensure that execution stays in line with overall policy.; Every employee at Switchee is trained in and signs up to adhere to our information security policy. Training is repeated every six months in person and tested annually. Employees who fail the tests are provided with more training. The policy outlines an escalation procedure for any threats or breaches immediately to board level.
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Switchee cloud applications are built on Platform as a Service (PaaS) resources within AWS. This allows us to leverage the underlying platform, infrastructure and security management best practices provided, which include patch management.; ; Switchee smart thermostats are remotely upgradeable and Switchee manages firmware updates for all Switchee devices in the field, rolling out updates as required for all devices covered by a valid Software and Services Agreement.; ; All Switchee employee devices are enrolled in our device management platform, which enforces compliance to our patch policy.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Switchee assesses the potential threats to our service on a monthly basis. Identified risks are then triaged by the vulnerability triage group into fix, acknowledge or investigate. Issues to fix are prioritised and patches for priority fix issues are issued within a two-week sprint cycle.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: We activity monitor the usage of our services to identify potential compromises. Incidents are assessed and escalated immediately.
• Incident management type: Supplier-defined controls
• Incident management approach: Switchee uses a custom version ITIL v4 for incident management.
• Post-quantum cryptography secure: No

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: 5%
• Between £500,001 and £1,000,000: 15%
• Between £1,000,001 and £2,500,000: 20%
• Between £2,500,001 and £5,000,000: 25%
• Over £5,000,001: 30%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: No
• ISO 28000:2022 certification: No
• ISO 9001 certification: No
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: 349b5443-6c78-440d-b694-48211582776f
• Cyber essentials plus: No
• Cyber Essentials Alternative: None of the criteria
• Other security certifications: No

Social value

• Section B - Commitment for Future: Delivery:

  • 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

    • 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
    • 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
    • Activities that support an environment where staff are educated about, and feel empowered to, address their physical wellbeing
    • 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
    • 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
    • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications
    • 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
    • Outline policies and practices to be applied to or put in place for the contract to mitigate and manage modern slavery risks, including: Pre-employment checks, recruitment practices. Workplace conditions, safeguarding plans and processes in place and regular monitoring with relevant groups considered, which may include sampling
    • How these flow down the supply chain and are monitored Illustrative examples include reporting, site visits, audits, etc.

  • 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 2: Skills for growth: Supporting growth sectors and addressing skills gaps.

    • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications

  • 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 3: Resilient, innovative and flexible supply chains: Support economic growth through enabling resilient businesses, opportunities for small businesses and voluntary, community and social enterprises

    • Understanding of the types of businesses in the market and the level of participation by new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutuals
    • Activities that demonstrate a collaborative way to work with a diverse range of businesses as part of the supply chain
    • Understanding of local demographics, needs and opportunities for the co-design of the goods, services and works to be delivered under the contract
    • Measures to involve local stakeholders and/or users in design (e.g. in the design of services, systems, products or buildings)

  • Mission: Make Britain a clean energy superpower: To cut bills, create jobs and deliver security with cheaper, zero-carbon electricity by 2030, accelerating to net zero

    Policy Outcome 4: Sustainable procurement practices: Reducing carbon footprints, minimising waste, and promoting the use of clean energy and green technologies.

    • Understanding of opportunities for additional environmental benefits delivery in the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
    • Collaborative ways of working with the supply chain to deliver additional environmental benefits in the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
    • Delivery of additional environmental benefits through the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
    • Activities to reconnect people with the environment and increase awareness of ways to protect and enhance it

  • Mission: Break down barriers to opportunity: By reforming our childcare and education systems, to make sure there is no class ceiling on the ambitions of young people in Britain

    Policy Outcome 6: Employment and training: For those who face barriers to employment

    • Understanding of the issues affecting the representation of disabled people in the workforce in the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors
    • Collection of the views and expertise of disabled people and their representative organisations on successfully supporting disabled employees or applicants
    • Inclusive and accessible recruitment practices, and retention-focused activities, including those provided in the Guide for line managers on recruiting, managing and developing people with a disability or health condition
    • Offering a range of quality opportunities with routes of progression if appropriate, e.g. T Level industry placements, students supported into higher level apprenticeships.
    • Working conditions which promote an inclusive working environment and promote retention and progression
    • Understanding of the issues affecting inequality in employment, skills and pay in 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 tackle inequality in employment, skills and pay in the contract workforce

  • Mission: Break down barriers to opportunity: By reforming our childcare and education systems, to make sure there is no class ceiling on the ambitions of young people in Britain

    Policy Outcome 7: Creating a pipeline of opportunities: For the contract workforce, reducing barriers to entry for under-represented groups.

    • Understanding of issues relating to entering the contract workforce

  • Mission: Build an NHS fit for the future: That is there when people need it; with fewer lives lost to the biggest killers; in a fairer Britain, where everyone lives well for longer.

    Policy Outcome 8: Increasing productivity through physical and mental wellbeing: In the supply chain and communities in the relevant area.

    • Understanding of issues relating to health and wellbeing, including physical and mental health, in the contract workforce
    • Inclusive and accessible recruitment practices, development practices and retention policies that support-focused activities including those provided in the Guide for line managers on recruiting, managing and developing which support people with a disability or health condition

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