GAMTOL LIMITED

Monika

An independent monitoring system for safety and compliance with regards to temperature critical products. Real-time temperature data recorded within a cloud-hosted platform.

Features

• real-time monitoring of temperature critical environments
• real-time reporting and graphing
• temperature readings recorded not editable by users
• Full audit trail for temperature readings and actions
• Full accountability for alarms acknowledgment and corrective actions
• Continuous monitoring 24/7, 365
• Email or SMS Notifications of alarms to users
• Accurate temperatures of monitored product though a software algorithm
• Loss of local power to monitored refrigerated equipment detectable
• Remote access to systems due to the cloud-based platform

Benefits

• Removal of paper-based manual recording systems and storage
• Saving time by removing the need to record manually
• Saving stock loss by early notifications of temperature anomalies
• Cloud hosted service
• Remote monitoring
• Plant monitoring potentially reducing energy consumption
• Streamlining HACCP paperwork
• Assists with due diligence and brand protection
• Visibility of multi-site operations from one location

£412.00 a licence

• Education pricing 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 lgamble@monika.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

744235918410263

Contact

Lorraine Gamble
01664 420022
lgamble@monika.com

Service scope

• Software add-on or extension: No
• Cloud deployment model: Private cloud
• Service constraints: Required maintenance will be undertaken with prior notification and with the agreement of the customer.
• System requirements:
  • Azure
  • Monika Software

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: All questions are guaranteed to be responded to within 24hrs. However, it is a target to respond within 4 working hours.; Over weekends questions raised after 1pm on a Friday will be responded to no later than 12pm on the next working day.
• 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: No
• Onsite support: Onsite support
• Support levels: Level 1 support is via Customer Service Desk. Either email or telephone. They will try to resolve or pass to our Technical Team to undertake remote work on a client's system.; Level 2 support is via our technical support team If the problem can not be fixed remotely, an Engineer will be scheduled to attend a customer's site to undertake a component fix or replacement.; Level 3 support is via our technical development team where resolution may be more time consuming and involve software amendments or development work.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Firstly, we have to establish a client on our cloud-hosted platform. This will involve setting them up as a tenant and inputting their specific system requirements.; We provide our customers with a combination of on-site and online training. This is further supported by various guides that are provided to users to assist them in using the system.
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: The users cannot directly extract the data, the data can be supplied upon request.
• End-of-contract process: We do not hold any of the clients' data should the contract come to an end. We will package their data and provide it back to them in the form of an excel document.

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: Yes
• Differences between the mobile and desktop service: All features are available between Mobile and Desktop clients.
• Service interface: No
• User support accessibility: None or don’t know
• API: Yes
• What users can and can't do using the API: The API level is not actively used currently, this will change as the platform evolves, the API will soon handle all data transit in and out of the platform.
• API documentation: Yes
• API documentation formats: PDF
• API sandbox or test environment: No
• Customisation available: Yes
• Description of customisation: The web client can be customized to display the customers logo and their website link at the bottom of the web front end. The Mobile app cannot be customized at this time.

Scaling

• Independence of resources: The platform is deigned to be used by high numbers of users without notable impact on performance.

Analytics

• Service usage metrics: No

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Staff screening not performed
• Government security clearance: Up to Baseline Personnel Security Standard (BPSS)

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: 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
  • Encryption of all physical media
• Data sanitisation process: Yes
• Data sanitisation type: 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: Users can run reports to extract segments of data.
• Data export formats: Other
• Other data export formats: PDF
• Data import formats: Other

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • Private network or public sector network
  • TLS (version 1.2 or above)
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway

Availability and resilience

• Guaranteed availability: Service Availability; Coverage parameters specific to the service(s) covered in our Agreement are as follows; • Telephone support on 0845 230 4546 – 9.00am to 5.15pm Monday – Friday (excluding Bank Holidays) and 24-hour message service.; • Email support on info@monika.com – 9.00am to 5.15pm Monday – Friday (excluding Bank Holidays). Emails received outside of office hours will be actioned the next working day.; Service Requests; In support of services outlined in this Agreement, Monika will respond to service-related incidents and/or requests submitted by the Customer within the following time frames:; ; Response Time; Level 1: Respond to initial contact within 4hrs* Diagnose problem and determine plan for fix 24hrs after Response Time (dependent on remote access to Monika Server); Level 2: Respond within 24hrs of contact Agree plan for fix within 24hrs of escalation; Level 3: Respond within 72hrs of contact . Agree plan to fix within 72hrs of escalation; *Please Note We will only respond during our normal working hours. These are Mon – Fri 09:00-17:15 excluding Bank Holidays.; ; Bespoke agreements on SLA defaults can be discussed by individual accounts. Including Compensation / refunds etc.
• Approach to resilience: N the event of a service issue, the platform attempts to self recover and alerts Monika if it fails. Any prolonged outage of a Monika server will be communicated to customer with regular updates. In the event of outages no data is lost as our technology buffers recorded readings until servers are back online is restored.
• Outage reporting: Email and SMS alerts are available.; The Service is monitored for varying metrics at an infrastructure level by Monika.

Identity and authentication

• User authentication needed: Yes
• User authentication: Username or password
• Access restrictions in management interfaces and support channels: Built in user restrictions, no unauthenticated user can view any information. Managers have more broad permissions but cannot see everything.; Administrators have full access and are created by Monika.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • 2-factor authentication
  • Username or password

Audit information for users

• Access to user activity audit information: Users contact the support team to get audit information
• How long user audit data is stored for: At least 12 months
• Access to supplier activity audit information: Users contact the support team to get audit information
• How long supplier audit data is stored for: At least 12 months
• How long system logs are stored for: Between 6 months and 12 months

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Citation ISO Certification
• ISO/IEC 27001 accreditation date: 13/4/2022
• What the ISO/IEC 27001 doesn’t cover: We are certified to 9001:2015 and ISO27001:2013
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• 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: ISO 27001 & ISO 27017.; Internal audits of our processes and routine reviews of our processes occur.

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: ISO 27001.; All changes follow strict process and security impact is reviewed prior to deployment.
• Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Vulnerability management approach: ISO 27001 and 27017.; Annual penetration testing; results are analyised and any issues are resolved and advised to customers once fix is deployed.
• Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Protective monitoring approach: Azure monitors for unusual login attempts from unexpect sources, if multiple failed logins occur from one location, and then succeed an alert is raised.; If we suspect a user or system is compromised we advised the customer or user within 2 hours.; Security incidents are responded to within four hours of being raised.
• 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: ISO 27001 and ISO 27017 govern our processes.; Incidents should be raised to customer support.; Incident reports would be supplied by email as a PDF.

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

  Fighting climate change

  Monika has enrolled with Green Mark Certification to challenge our environmental impact and measure efforts to reduce or eliminate our impact on the environment and climate.; Route planning of engineers takes into account opportunities to reduce fuel usage.; Shipping of goods is done with consideration of packaging and packaging waste.

Pricing

• Price: £412.00 a licence
• Discount for educational organisations: Yes
• Free trial available: No

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