Planon Ltd

Planon: Market leading Real Estate, Smart Building & Facilities Management software IWMS, CAFM, CPIP

Planon is a global provider of IWMS (Integrated Workplace Management System), CAFM (Computer Aided Facilities Management), CPIP (Connected Portfolio Intelligence Platform) software.
Our cloud platform optimises building performance through portfolio management, operations, and employee experience, integrating data from building systems, smart devices, and IoT sensors with analytics and workflow management

Features

• Best practice solutions for CAFM, IWMS, CPIP and IFRS16
• Embed the latest smart building technology for optimal building management
• Combines the advantages of IWMS/IoT into one Smart Building platform
• Maintenance, soft services, lease, room bookings in one integrated solution
• Highly configurable system easily managed by the customer without programming
• Dashboards, analytics platform, showing SLA, costs, performance & customer satisfaction
• Define, manage and improve the sustainability profile of your portfolio
• Full life-cycle services- implementation, support, account management
• Mobile platforms for end users and for trades/contractors
• Easy to maintain and monthly functional improvements

Benefits

• Recognised market leading IWMS/CAFM/CPIP software solution
• Single source of truth; eliminate inconsistencies and reduce errors
• Delivery of high-quality, real-time management information and dashboards
• Use data to drive fast-responses and solid-decisions with highly-satisfied occupants
• Optimise your workplace utilisation and plan for future workplace needs
• Space, RE, Soft Services, Maintenance and Sustainability in one platform
• Maintain high quality of your buildings and equipment
• Secure, compliant Cloud service on market leading platforms
• Manage workplace risk through H&S and statutory compliance
• OOTB solution saves time, money, risk free, proven implementation

£1.11 to £168 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 Robert.williams@planonsoftware.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

734741321099316

Contact

Robert Williams
01273 823557
Robert.williams@planonsoftware.com

Service scope

• Software add-on or extension: No
• Cloud deployment model: Public cloud
• Service constraints: None
• System requirements:
  • Requires internet browser and internet connectivity
  • Requires Planon software licences

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Standstill = 15 minutes; Urgent = 4 hours; Minor = 1 working day
• User can manage status and priority of support tickets: No
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: No
• Onsite support: No
• Support levels: Planon provide 1st, 2nd and 3rd line support. ; ; Standard support = 08:00 - 17:00 (GMT) - Monday - Friday - Included in software costs.; ; Planon provide Account Management support and technical / cloud support via our support desk.
• Support available to third parties: No

Onboarding and offboarding

• Getting started: Planon will deploy an experience implementation team who will configure the system to match customer requirements. Planon help users start using our service through;; ; * Onsite training - Planon provide training for the buyers project team, System Administrator(s) and end user training, typically using a train-the-trainer approach. ; * E-learning - Dedicated e-learning suite on all Planon core modules and System Administration tasks. Buyer specific e-learning can be provided if required. ; * User documentation - This includes Module User Guides, Technical User Guides, System Administration User Guides and Business Process Descriptions (BPD’s)
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: All data within the system can be exported into CSV, HTML, PDF and Excel formats
• End-of-contract process: There is no cost for contract end. Planon will assist the customer in data extraction if required

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • Microsoft Edge
  • Chrome
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: None
• Service interface: Yes
• User support accessibility: WCAG 2.1 AA or EN 301 549
• Description of service interface: Planon have a service interface available for system users. The interface differs per role. At a high level there are 3 service interfaces:; ; - Back Office; - Self Service; - Mobile App
• Accessibility standards: WCAG 2.1 AA or EN 301 549
• Accessibility testing: Standard accessibility features can be used.
• API: Yes
• What users can and can't do using the API: Planon is able to interface with any 3rd party system that supports API integration. ; Planon's technical interfacing team will help all clients set up the service. All changes to the services can be completed by the customer or Planon as required.
• API documentation: Yes
• API documentation formats: PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Planon describe this as 'configuration' rather than 'customisation' as all changes can be made by the buyers System Administrator(s) without the need for programming. The following can be configured in the system;; - Changing users permissions; - Adding / removing users; - Editing field terminology; - Editing field positions; - Determining mandatory and optional fields; - Adding / editing reports; - Changing workflows

Scaling

• Independence of resources: As Planon provides a Shared cloud environment, some infrastructure components are shared. Planon also has a Premium version of its product, which provides dedicated services which are not impacted by other customers.

Analytics

• Service usage metrics: Yes
• Metrics types: Up time (99.5% contracted availability) and performance against support ticket SLA's
• Reporting types:
  • Real-time dashboards
  • Regular reports

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• 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
  • European Economic Area (EEA)
• User control over data storage and processing locations: Yes
• Datacentre security standards: Complies with a recognised standard (for example CSA CCM version 3.0)
• Penetration testing frequency: At least 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 SSAE-16 / ISAE 3402
  • Encryption of all physical media
  • Other
• Other data at rest protection approach: All customer files and databases are stored on encrypted (AES-256) disks. The keys used for this encryption are managed by Planon using the KMS service from AWS. AWS does not have access to the keys used within this service
• Data sanitisation process: No
• Equipment disposal approach: A third-party destruction service

Data importing and exporting

• Data export approach: Planon's report writer allows users to select the fields required in the export. Once selected the user is able to export in CSV, HTML, PDF and MS Excel formats.
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • HTML
  • PDF
  • MS Excel
• Data import formats:
  • CSV
  • Other
• Other data import formats: 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: 99.5% availability
• Approach to resilience: The data centre for UK clients is located in London; ; AWS’ data centers are state of the art, utilising innovative architectural and engineering approaches. Examples include:; o Automatic fire detection and suppression equipment; o Uninterruptible Power Supply (UPS) units ; o Climate control; o Monitoring of electrical, mechanical, and life support systems ; o Storage Device Decommissioning; ; All customer files and databases are stored on encrypted (AES-256) disks. ; ; Planon’s Cloud solution has 99.5% contracted availability with ISO27001:2013 and SOC2 type II certifications. ; ; Vulnerability scanning is performed every month.; Penetration test is performed annually. ; ; Planon is audited annually by an independent external auditor for its cloud and development services.; ; All communication to the Cloud applications are encrypted using the HTTPS protocol. ; ; An AWS region has a minimum of 2 datacentres. ; Backups however are replicated between datacentres within the same region. In a worst case scenario, the Planon application might not be available, but the backups can be used to set up the system again within the agreed time frame.
• Outage reporting: A public dashboard and Email alerts

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Username or password
• Access restrictions in management interfaces and support channels: Planon supports role based access and controls access to information for each user down to field level. Planon's customers will be trained on how to restrict the interfaces as part of the implementation process.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • 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

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Noordbeek B.V
• ISO/IEC 27001 accreditation date: 28/12/2022
• What the ISO/IEC 27001 doesn’t cover: Full Annex A is covered
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: Yes
• Any other security certifications:
  • SOC2 type 2
  • ISAE 3402 type 2

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: Planon Cloud delivers a scalable cloud application with high availability providing tools that enables customers to control their environments without the need of a Planon (technical) consultant, speeding up any process the customer might need. Helping to protect the confidentiality, integrity and availability of our customers environments and data is of the utmost importance to Planon, as is maintaining customer trust and confidence. The Planon Cloud processes and controls are audited and certified using the ISO27001 framework. Also a ISAE3402 type 2 and SOC2 type 2 assurance reports are available.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Planon runs regular vulnerability scans on the hosting environment and acts on the outcome. This is typically on a monthly basis. We follow the OWASP guidelines including security testing on our product for the OWASP Top 10 vulnerabilities and applying the associated Java coding guidelines for secure applications. In our development process we use static code analysis tools like Veracode to increase the quality and security of our code. On the deployment side, we offer server hardening for the JBoss/Wildfly and Tomcat servers, based on best practices and published standards for securing these servers
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Security issues are treated according to their risk for the Planon application and/or the data containing it. Vulnerabilities will be solved in the next new release of the affecting application or otherwise determined by Planon’s management.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Planon runs regular vulnerability scans on the hosting environment and acts on the outcome. Planon Cloud has setup multiple processes to maximize the confidentiality, availability and integrity of the cloud environments. The capacity of the systems are monitored using an application monitoring system. Planon Cloud has multiple infrastructure environments which are used for developing, testing and accepting new cloud features before these will be available to customers. ; Due to word count limitations, Please contact Planon directly for further information
• Incident management type: Supplier-defined controls
• Incident management approach: The Support Desk can be contacted in 3 ways:; ; 1. By phone; 2. By email ; 3. Customer portal; ; All calls are logged into a central Planon database and issued with a unique reference code. The Support Desk provides first line support. If escalation is necessary, calls are escalated to a team of second line support who in turn can access the software development team to assist with the most complex requests. The second line team and development team consist of over 180 expert staff. ; ; Incident progress and reports are made available on the Planon Customer Portal

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

Social Value

• Social Value:

  Social Value

  • Fighting climate change
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  Alongside developing smart sustainable building management software to support our clients on their journey to net-zero buildings, we are investing in improving the sustainability of our own operations as well. ; ; In our daily activities, we adhere to sustainable business practices. We include these practices in our company values and standards, which are implemented in several ways. We have environmental policies on waste, energy consumption & GHGs, and on many other environmental issues. The UN Sustainable Development Goals play a leading role in our decision making and we report under the CSRD, GRI Standards, GHG protocol, and SASB guidelines for the IT sector. ; ; To continue our progress towards our ambition of net-zero operations, we have adopted several carbon reduction targets. We aim to reduce our GHG emissions by at least 10% annually, taking the latest science and best practices into account. We regularly review our targets and adjust them if necessary to ensure they remain ambitious and achievable. ; ; We hold several certifications and accreditations, including EcoVadis Silver for Planon Group and ISO 14001 Environmental Management level for our Dutch offices, and are a member of the UN Global Compact.

  Equal opportunity

  We value a working culture that excludes nobody. Diversity, equity, and inclusion are pillars of social justice and promote belonging. DEIB are essential to our company and the key to unlocking the maximum potential of our individuals and teams. In everything we do, we try to break down barriers and build connections. We have a focus on diversity when it comes to our people, new hires, management, and leadership. We recruit, employ, and promote our colleagues based on their qualities and abilities, and do not discriminate in any manner. ; ; Internal education plays a big role in our DEIB programme with internal courses and regular workshops about how to be a hiring manager, overcoming bias and intercultural competence. Seeing the global character of our organisation and colleagues, we especially value these competences among our colleagues.

  Wellbeing

  Our people are the foundation of our success. Inspiring and engaging our people is paramount in all we endeavour as a company. We stimulate our people’s social, mental, physical, and intellectual health, which contributes to career satisfaction and lifetime employability. ; ; Our Healthy Hybrid Workplace framework provides flexibility and autonomy for our colleagues, allowing them to make sustainable choices. Hybrid work honours the benefits of coming together in the office whilst giving our people the option to work from the comfort of their homes. It puts people first, improving the overall employee experience, whilst fostering the important drivers for inspiration, collaboration, and a shared sense of belonging. ; ; We facilitate physical wellbeing by offering support in adhering to a healthy lifestyle, for example by organising vitality weeks, participating together in big sports events, offering gym facilities and free fresh fruit at our offices. Mental wellbeing is stimulated through our Healthy Hybrid Workplace Model and our way of working with Agile Performance Development. Social wellbeing is encouraged by motivating our colleagues to meet up and stay socially engaged through after-work and sports events, and holiday parties. We support professional wellbeing through a plethora of learning and training opportunities. ; ; Additionally, the International WELL Building Institute (IWBI) has recognised us with WELL Certification at the Platinum level for our HQ Innovation Campus in the Netherlands. WELL is the premier building standard to focus on enhancing people’s health and wellbeing through the buildings where we live, work, learn and play. Planon is the first company in the Netherlands that has achieved certification through WELL v2.

Pricing

• Price: £1.11 to £168 a licence a month
• Discount for educational organisations: Yes
• Free trial available: Yes
• Description of free trial: 14 day free trail of the Planon Workplace Engagement App.
• Link to free trial: https://planonsoftware.com/uk/resources/demos/planon-workplace-app/

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