Saadian Technologies UK Limited

B2M and PagerSMS

B2M is a reliable and secure web-based SMS communication and messaging platform. B2M can integrate with external systems and be used for mass notifications and 2-way communications. B2M supports the PagerSMS emergency alerting service. This turns a mobile phone into a pager that alarms continuously until acknowledged by the recipient.

Features

• Two way SMS messaging with inbox and saved sent messages
• Easy-to-use web based interface accessing all functions from one screen
• Functions: Send SMS, Contact Book, Groups, Message Merge, Scheduled Sending
• Integration options with web services, HTTP post, email, file processor
• Suite of interactive, graphical messaging reports and export options
• Available as a mobile app and with text2voice feature
• Integrates with multiple systems
• PagerSMS turns the phone onto a pager during a crisis
• PagerSMS rings continuously until the user acknowledges the message

Benefits

• B2M is highly available with an uptime of over 99.95%
• Full traceability of all sent and received messages, flexible reporting
• Reduces costs through savings on administration, postage and no-shows
• Improved communication within organisation to staff and to customers
• Telephone and email support readily available
• PagerSMS is two way messaging that overrides silent
• PagerSMS removes the need for a pager thereby lowering costs
• PagerSMS shortens response time for key personnel in an emergency
• Users of PagerSMS have visibility that a message is read
• Message credits easily ordered with no expiry date

£150 a server a month

• Education pricing available

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

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

Framework

G-Cloud 13

Service ID

744788949813671

Contact

Jennie Jablonski/Arwaa York/Cliodhna McGuirk
02073978501
sales@saadian.com

Service scope

• Software add-on or extension: No
• Cloud deployment model:
  • Public cloud
  • Private cloud
  • Community cloud
  • Hybrid cloud
• Service constraints: No
• System requirements:
  • The system requirements are closely linked to your business requirements
  • We work with you to understand your business requirements
  • We then recommend appropriate computing resources to ensure accessibility/scale/performance

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Our response times are set out in our Service Support details
• 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: High - Our highest Service Level response is reserved for complete Service Outage.; It is expected that the reporter will communicate directly via Email or; Telephone for this type of outage. Our service desk will respond within 1; hour and provide subsequent updates every 1 hour (if required). The; escalation level is immediate and the target fix is as soon as possible; ; Medium - Our second highest Service Level response is reserved for partial outages or interruptions. It is expected that reporter will communicate directly via Email or Telephone for this type of outage. Our service desk will respond; within 4 hours and provide subsequent updates every 4 hours (if required).; The escalation level is after the initial target fix time and the target fix is; within 8 hours.; ; Low - Our third Service Level response covers enquiries, minor issues and change requests. It is expected that the reporter will communicate directly via Email for this type of issue. Our service desk will respond within 5 days (if; required) the target fix date will be the next schedule release for agreed; upon change requests).
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: As part of the on-boarding process we would propose an implementation plan that sets out our approach to platform configuration, deployment and accreditation (if needed). This will be provided under Our Cloud Support Services (B2M & Pager Consultancy)
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: One of the our key principles is that you maintain ownership and control of your data. This means that we make it easy to return your data to you in a format that can easily be re-used. On termination, we will provide you with an extract of your data in CSV or XML format.
• End-of-contract process: When customers are off-boarding with us, we would agree a format for the return of your data with you. We will then decommission the service and securely delete all data held by us (if we are managing the service for you).

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Chrome
• Application to install: Yes
• Compatible operating systems:
  • Android
  • IOS
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: The software service has been designed to be responsive to device type so the mobile service functions in the same way as the desktop service with the primary difference being screen layout.
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: An easy-to-use web based interface with direct access to all functions from one screen.; There are a number of options for automatically sending and receiving data – WebServices, HTTP Post, Email2SMS and File Processor.; Full functionality is exposed through a bi-directional web services interface, e.g. send message, update contacts, retrieve received messages etc. In addition, the service can be configured to forward incoming messages to external web services. The interface is transactional, responding to SOAP requests from clients.
• Accessibility standards: None or don’t know
• Description of accessibility: We provide a number of the WCAG 2.0 AA and WCAG 2.0 AAA requirements but not yet all of them
• Accessibility testing: We have not done any specific testing with users of assistive technology.
• API: Yes
• What users can and can't do using the API: The full functionality of our SMS services are available through a number of APIs - email, CVS/XML, webservices.; Users can send messages, create contacts and templates and check responses to messages
• API documentation: Yes
• API documentation formats:
  • HTML
  • PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Users can set up contacts and groups and can customise the mobile number that messages come from (known as number substitution)

Scaling

• Independence of resources: The service is configured to use load balancing and clustering techniques to ensure that demand upon the service is spread evenly over computing resources and to reduce the impact upon the users; ; As part of the onboarding process Saadian will work with the buyer to fully understand their usage expectations to ensure that the required resources are available as the service usage grows

Analytics

• Service usage metrics: Yes
• Metrics types: We provide a range of service metrics such as:; - Application logins ( e.g. frequency, role etc.); - Message volumes
• Reporting types:
  • Real-time dashboards
  • Regular reports
  • Reports on request

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
• 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: ‘IT Health Check’ performed by a CHECK service provider
• Protecting data at rest:
  • Physical access control, complying with another standard
  • Other
• Other data at rest protection approach: Access to Data is strictly controlled by the Saadian Information Security management system. Policies and processes are in place to ensure that only those with a valid need to access data are allowed and technically able to do so
• Data sanitisation process: No
• Equipment disposal approach: A third-party destruction service

Data importing and exporting

• Data export approach: The service has functionality built in that will allow users to export data
• Data export formats:
  • CSV
  • Other
• Other data export formats: XML
• Data import formats:
  • CSV
  • Other
• Other data import formats:
  • XML
  • MS Excel

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • Private network or public sector network
  • Other
• Other protection between networks: Data in transit is encrypted. Network connectivity between the buyers network and Saadian services is configured based on the buyers security requirements e.g. private network or public sector network. ; A full CHECK compliant ITSHC is commissioned to ensure security of the connection
• Data protection within supplier network:
  • IPsec or TLS VPN gateway
  • Other
• Other protection within supplier network: Saadian operate an Information Security Management system (including an administrative user Syops) that strictly limits who can access the data; ITSHC are conducted on the service at regular intervals to identify any potential security risks

Availability and resilience

• Guaranteed availability: We can agree availability levels for the service with you - this determines; when the service must be available and limits unplanned downtime (but allows for planned maintenance windows).; Availability is closely linked to infrastructure configuration because we; need to make sure the right infrastructure is in place to support the; expected levels of availability.
• Approach to resilience: Load Balancing The service is accessed through a load balancer that direct traffic to available nodes. This ensures a consistent level of response and single points of failure; Application Monitoring: Application monitoring is configured for all servers and nodes to monitor the performance of physical servers and their specific applications and services. This helps Saadian understand and address problems before they cause full disruption; Clustering: Service Nodes work in clusters that share customer states and information in real time. This allows the service to fail over to another cluster if there is a disruption; Disaster Recovery: DR environments and plans can be put in place in accordance with customer needs to ensure that the service can be recovered in the case of a disaster
• Outage reporting: Application monitoring tools can be configured to send regular reports and automatic notifications of outages or disruptions

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • 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: Access to management and support interfaces is controlled by a strict role based access policy. The service is developed in accordance with our ISO27001 compliant Access control Policy
• Access restriction testing frequency: At least once a year
• Management access 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: 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: User-defined

Standards and certifications

• ISO/IEC 27001 certification: No
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: No
• Other security certifications: Yes
• Any other security certifications: CHECK Penetration Tested

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: No
• Security governance approach: Saadian understands that Information security is not only a technical issue, but a business and governance challenge also. As such the security of information and other critical organisational resources is treated as a priority throughout the company. ; ; Saadian have an executive appointed Information Security Manager and an Information Security Management system with policies that extend beyond the technical aspects to include critical business processes. ; ; Executive Management is invested in Information security and receive reports on security performance and breaches
• Information security policies and processes: Saadian understands that Information security is not only a technical issue, but a business and governance challenge also. As such the security of information and other critical organisational resources is treated as a priority throughout the company. ; ; Saadian have an executive appointed Information Security Manager and an Information Security Management system with policies that extend beyond the technical aspects to include critical business processes. ; ; Executive Management is invested in Information security and receive reports on security performance and breaches

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: The Saadian configuration and change Management processes are based upon ITIL best practices and consists of a set of documents, processes and routines that form part of Saadian IT Service Management
• Vulnerability management type: Undisclosed
• Vulnerability management approach: N/a
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Protective Monitoring is supplied by a third party to GPG 13 standard
• Incident management type: Supplier-defined controls
• Incident management approach: The Saadian Incident Management process is based upon ITIL best practices and consists of a set of documents, processes and routines that form part of Saadian IT Service Management

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

• Fighting climate change:

  Fighting climate change

  Action includes, for example, efficiency of data centers, effectively managing server downtime when not required, reducing travel in particular international travel and using alternatives such as virtual meetings etc
• Covid-19 recovery:

  Covid-19 recovery

  Action includes, for example, supporting our customers impacted by Covid by moving training to online training; enabling staff to work flexibly from home etc
• Tackling economic inequality:

  Tackling economic inequality

  Action includes, for example, enabling staff to work and be recruited from a wider range of national and international areas
• Equal opportunity:

  Equal opportunity

  Action includes, for example, ensuring current equal opportunities polices and practices
• Wellbeing:

  Wellbeing

  Action includes, for example, well being policies for staff, enabling greater flexibility in home-office working and options to reduce the working week, engaging an organisational therapeutic service etc

Pricing

• Price: £150 a server a month
• Discount for educational organisations: Yes
• Free trial available: No

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

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