PINK ELEPHANT EMEA LIMITED

HaloITSM

A complete Enterprise Service Management and Serivce Desk solution, cloud-based or on-premise, HaloITSM delivers lightning-fast IT servicemanagement in an intuitive, codeless interface. HaloITSM supplies powerful, flexible ITIL processes and CMDB with Automation out-of-the-box. Provides frictionless service migrations and lower total ownership cost than legacy tools with concurrent licencing options available.

Features

• Single solution for ITSM, ESM, ITOM, ITAM best practises
• No-code interface facilitating easy system adoption for multiple departments.
• Branded self-service portal, virtual agent and automatic article suggestions.
• Real-time reporting, unlimited drill-down dashboards and PowerBI integration.
• Integration and connectors with core business systems (O365, MSTeams, GoogleWorkspace).
• Multi-language agent and user interfaces - English and Welsh included.
• Works on any device, including an Android/iOS mobile app.
• Full-ITIL4 alignment for all Service Management practices.
• Granular access control and bespoke multi-layered security.

Benefits

• All-inclusive, non-modular software - no hidden fees or paywalls.
• Industry-leading implementation timeframes, with risk-free pricing model.
• Shift-left model through emphasis on self-service, automation and AI.
• Orchestration capabilities to streamline JML processes and business workflows.
• Guaranteed 99.95% uptime with industry-leading speed & performance.
• Centralised communications in an enterprise servicemanagement approach.
• Reporting designed to provide insights and facilitate continuous service improvement.
• A upgrades included without downtime nor impact on system configuration.
• Decades of experience delivering solutions to the public sector.

• 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 accountsuk@pinkelephant.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

786983145240080

Contact

Gijs-Jan Huisman
01183240620
accountsuk@pinkelephant.co.uk

About your service

• Service categories:

  Applications

  Production and operations

  • Other operations
• Multi cloud support: Yes

Service scope

• Software add-on or extension: No
• Cloud deployment model:
  • Public cloud
  • Private cloud
• Service constraints: HaloITSM will be periodically updated with the agreement from the customer. These updates will take place outside of business hours and will be scheduled in at the customer's convenience. Any maintenance that will impact service to a customer will only be carried out with agreement and will be scheduled in advance. Maintenance work is normally performed outside of normal working hours to ensure minimal disruption. Where urgent work, such as emergency fixes, securitypatches or other unforeseen maintenance work must be carried out, customers are kept informed with regular updates.
• System requirements: Supported by modern web browsers.

User support

• Email or online ticketing support: Yes
• Support response times: The HaloITSM SLA is as follows: ; - Priority 1: 15 minutes ; - Priority 2: 30 minutes ; - Priority 3: 4 hours ; - Priority 4: 8 hours
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.2 AA
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: No
• Onsite support: Yes
• Support levels: Standard support included within Cloud pricing. Each client has a dedicated Account Manager.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Users are supported to get started through structured onboarding and implementation support. This includes service configuration, data setup and knowledge transfer. Online documentation and user guides are provided, along with administrator and user training delivered remotely or onsite where required. Ongoing support and guidance are available to help users adopt the service effectively and align it with organisational processes.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: At the end of the contract, users can extract their data from HaloITSM using built-in export tools and the service API. Data can be exported in commonly used, open formats to support portability and transition to another service. On request, Pink Elephant EMEA can provide assistance with data extraction and handover in line with agreed contract terms. Data extraction is completed prior to service termination, after which data is securely deleted in accordance with data retention and security policies.
• End-of-contract process: At the end of the contract, users are supported to complete data extraction using standard export tools and the service API. Access to the service remains available for the duration of the contract to enable orderly transition. Standard offboarding activities, including data extraction support guidance and secure service termination, are included in the contract price.; ; Additional support, such as extended access periods, bespoke data extracts or transition assistance beyond standard processes, can be provided at additional cost if required. Following contract termination and confirmation of data extraction, customer data is securely deleted in accordance with agreed data retention, security and contractual requirements.
• Documentation accessibility standard: WCAG 2.2 AA

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: The Web app is mobile optimised to include the same functionality regardless of device. There are also native mobile apps available as part of the subscription cost, this native app is for agent use only.
• Service interface: Yes
• User support accessibility: WCAG 2.2 AA
• Description of service interface: HaloITSM is a browser based application with a modern,; intuitive interface. The interface is configurable per user or role,; with each user seeing only their relevant areas of the system.; You can also the brand the solution, to be inline with the; corporate image.
• Accessibility standards: WCAG 2.2 AA
• Accessibility testing: HaloITSM has undertaken usability and accessibility; testing aligned to WCAG 2.1 AA, including testing of key user; journeys such as logging tickets, navigating the selfservice; portal, and knowledge article consumption. This has; included internal testing using assistive technologies (e.g.; screen readers and keyboard only navigation) and feedback; from customers in accessibility sensitive sectors such as public; sector and education, with improvements incorporated into; ongoing product development.
• API: Yes
• What users can and can't do using the API: External applications are authorised to the RESTful API; within the HaloITSM application. A name and authentication; method is given to the application and this is used to; authenticate requests to the HaloITSM API. HaloITSM is an; API-centric application, so all the functionality from the; application is available within the API.
• API documentation: Yes
• API documentation formats:
  • Open API (also known as Swagger)
  • HTML
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: HaloITSM is an extremely configurable application and is; designed to be configured to meet a range of service desk; requirements. The configuration all takes place within the; application and there is no requirement for coding or; programming knowledge. To configure the system, the user; must have the relevant permissions.

Scaling

• Independence of resources: HaloITSM ensures independence of resources by provisioning each ustomer with their own dedicated application instance and separate; database. This architecture guarantees full data segregation and prevents performance impact from other tenants’ activity. Capacity is monitored continuously, with resources scaled as required to maintain; service levels. This approach provides strong isolation, predictable performance, and enhanced security for all customers.

Analytics

• Service usage metrics: Yes
• Metrics types: Service usage metrics are available through the built-in Reporting Suite. Further reports available on request.
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request
• Resource tagging: Yes
• FOCUS resource tagging: Yes

Resellers

• Supplier type: Reseller providing extra features and support
• Organisation whose services are being resold: HALO SERVICE SOLUTIONS LTD

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: Developed Vetting (DV)

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 CREST-approved service provider
• Protecting data at rest:
  • Physical access control, complying with CSA CCM v4.0
  • Physical access control, complying with SSAE-18 / ISAE 3402
  • Encryption of all physical media
• 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: Explicit overwriting of storage before reallocation / Secure Erase

Data importing and exporting

• Data export approach: Users can export their data on demand through the Reporting; Suite within the application. This is typically in csv format; although other formats are available. HaloITSM will also provide a database backup on request. This database is compressed, encrypted and; password protected.
• Data export formats: CSV
• Data import formats: CSV

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: The level of service received by all HaloITSM customers is of the highest importance. As a result we have an operational target of 99.95% service availability.
• Approach to resilience: HaloITSM is designed for resilience using a cloud-native architecture hosted within AWS data centres. Customer environments are deployed; across resilient AWS infrastructure with built-in redundancy for compute,; storage, and networking. Services are monitored 24/7, with automated alerting and proactive incident management to maintain availability and; performance. Regular backups and tested recovery procedures protect customer data and support rapid restoration in the event of disruption.; Infrastructure is designed to scale to meet demand and reduce the risk of capacityrelated failures. Disaster recovery arrangements, recovery time objectives, and recovery point objectives are defined and can be provided on request to support assurance against the UK Government’s Cloud Security Principle on asset protection and resilience.
• Outage reporting: Service outages are alerted to the customers via email. Emails are transparent and keep the customer updated as to expected availability. Halo also has a public dashboard and service status page.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
• Access restrictions in management interfaces and support channels: HaloITSM management interfaces require a username and password to access and this is authorised against their role. To access support channels HaloITSM allows customers to opt in to our Name Support Contact Policy. This restricts which employees are allowed to access support channels. Outside of this policy, support is provided to the level; of the role of the user. If additional permissions are required this is sent for approval with the customer's administrators.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • 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
  • ISO/IEC 27001
• Information security policies and processes: HaloITSM operates a comprehensive information security framework aligned to recognised standards and best practice. Our policies cover; areas including access control, data protection, secure development, vulnerability management, incident response, business continuity,; supplier risk, and acceptable use. These policies are formally documented, reviewed regularly, and communicated to all staff as; part of onboarding and ongoing awareness training. HaloITSM uses Amazon Web Services (AWS) for the hosting of its cloud software. All customer data is stored within AWS infrastructure, which complies; with ISO/IEC 27001, and no customer data is physically stored on HaloITSM-owned hardware. Technical and organisational controls are; applied to protect confidentiality, integrity, and availability. Governance is overseen by senior management with defined accountability for information security, supported by an internal security function. Compliance is reinforced through audits, monitoring, and defined scalation routes.; Changes to AWS infrastructure and production environments must follow HaloITSM’s internal change management process, including documented risk assessment and formal authorisation where required,; ensuring policies are consistently followed in practice.
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Change management is all tracked through using HaloITSM ourselves internally. Requests for change are raised for normal and emergency changes, which are associated against the relevant services. These are; then tracked through HaloITSM and relevant changes go for approval. Once approved, the changes are then implemented and reviewed.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Potential threats are evaluated on an ongoing basis and risk assessments carried out whenever a change is made to an asset. The potential impact; of each threat-vulnerability is assessed using the risk likelihood scale and risk levels are automatically calculated and recorded against the asset in; the risk assessment register. Halo uses multiple sources to identify vulnerabilities, from vendor information to in house testing. Halo's internal process allows for these risks to be resolved or mitigate with 8 hours.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: All instances of HaloITSM are configured with proactive monitoring software, which checks a range of metrics every minute. These metrics are displayed on dashboards and email alerts sent out. Any warnings received follow our internal incident procedure and worked on in accordance with our standard SLA. ; Priority 1 - 15 mins ; Priority 2 - 30 mins ; Priority 3 - 4 Hours
• Incident management type: Supplier-defined controls
• Incident management approach: Incidents can be raised with HaloITSM via email, web form/chat or phone call. These different channels all raise incidents with the HaloITSM; software. Once logged in HaloITSM these incidents are triaged, which involves prioritising, categorising and assigning to the correct teams.; Common events have resolutions stored in our knowledge base and problem management is also implemented to prevent future incidents. All communications are maintained within the incident record and customers can view this information on the support portal. The support; portal allows users to view active incidents, as well as closed incidents. Additional incident reports available on request.
• Post-quantum cryptography secure: Yes

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 v4.0)

Public sector networks

• Connection to public sector networks: No

Pricing

• Discount for educational organisations: Yes
• 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: 2%
• Between £500,001 and £1,000,000: 5%
• Between £1,000,001 and £2,500,000: 7%
• Between £2,500,001 and £5,000,000: 10%
• Over £5,000,001: 12%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: BSI
• ISO/IEC 27001 accreditation date: Monday 4 March 2024
• What the ISO/IEC 27001 doesn’t cover: The ISO/IEC 27001 certification covers the information security management system supporting the delivery and operation of our SaaS service.; ; It does not cover customer-controlled configurations, customer-managed data inputs, or the information security practices within customer environments. It also excludes third-party services not under our operational control, except where they are managed through supplier risk management processes defined within our ISMS.
• ISO 28000:2022 certification: No
• ISO 9001 certification: Yes
• Who accredited the ISO 9001 certification: NQA
• ISO 9001 accreditation date: Wednesday 30 December 2020
• What the ISO 9001 doesn’t cover: Our ISO 9001:2015 certification covers the delivery of business and management services, including training, consulting, IT support, and technology services, as defined in the scope of the certification.; ; The certification does not cover any services or activities outside of this scope, including non-service activities, products, or functions unrelated to training, consulting, IT support, or technology. It also does not cover information security, environmental management, health and safety, or financial management, which fall under separate standards and frameworks.
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: 40033b98-366e-42e1-83b8-91550563e2ad
• 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

    • New or retained jobs on the contract workforce in the relevant area that meet the criteria set out in MAC 1b, 1c and 1d
    • 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
    • Employment contracts that reflect actual hours worked; steps taken to ensure employees understand their contracts and have the ability to review and adjust them if actual hours regularly exceed contracted hours
    • Activities that support an environment where staff are educated about and feel empowered to report and address bullying and harassment
    • Activities to cascade good practice on fair working conditions throughout the supply chain
    • 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
    • Monitoring and reporting of gender and ethnicity pay gaps and plans to address them where necessary
    • 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
    • Plans for an appropriate income replacement policy for staff who are required to spend time away from work to care for a sick dependent or close relative
    • Understanding of in-work progression issues affecting 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 support in-work progression to help people in the contract workforce, to move into higher paid work by developing new skills relevant to the contract
    • Support for the contract workforce by providing career advice, and providing opportunities for staff working on the contract with in-work progression career development into known skills shortages or high growth areas
    • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications
    • Volunteering opportunities for staff
    • 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
    • Measures to identify, mitigate and manage modern slavery risks relating to the contract and how these will be implemented
    • 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 to ensure business decisions re: price/cost, short lead times, payment timescales do not create modern slavery risks in the supply chain
    • How the supplier will work with NGOs, trade unions or other businesses to address modern slavery risk
    • Means of influencing staff, suppliers, customers, communities and/or any other appropriate stakeholders with respect to modern slavery risks relating to the contract

  • 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.

    • Understanding of employment and relevant skills issues, and of the education and training issues relating to the contract. Illustrative examples: demographics, skills shortages, new opportunities in high growth sectors, geographic/local community and skills/employment challenges
    • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications
    • Activities to support relevant sector related skills growth and sustainability in the contract workforce. Illustrative examples: careers talks, curriculum support, literacy support, safety talks and volunteering

  • 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
    • Plans for engaging a diverse range of businesses in engagement activities prior to appointing subcontractors (including activities prior to award of the main contract and during the contract term)
    • Activities that demonstrate a collaborative way to work with a diverse range of businesses as part of the supply chain
    • Ensuring accessibility to contracting and subcontracting opportunities for disabled business owners and employees
    • Structuring of the supply chain selection process to ensure fairness (e.g. anti-corruption) and encourages participation by a diverse range of businesses, including with regard to new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutual
    • Methods for engaging with different parts of the community (including the education system and charities representing the community) and how communities come together to inform decisions, strategy and projects to leave a positive legacy for future generations
    • Measures to involve local stakeholders and/or users in design (e.g. in the design of services, systems, products or buildings)
    • Plans for positive actions with community groups.
    • Measures to engage users and communities and build relationships to increase community integration build trust and influence how the contract is delivered
    • Collaborating with anchor institutions and community groups to make facilities available for education, training or community events

  • 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
    • Understanding of how to influence staff, suppliers, customers, communities and/or any other appropriate stakeholders through the delivery of the contract to support climate and nature protection and improvement
    • 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 employment and skills issues, and of the skills and employment shortages of high growth sectors relating to the contract
    • Creation of employment opportunities particularly for those who face barriers to employment, such as prison leavers, care leavers and/or who are located in deprived areas, and for people in industries with known skills shortages or in high growth sectors
    • 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
    • Introducing transparency to pay and reward processes
    • 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
    • Other measures to provide equality of opportunity for disabled people and those with health conditions into employment, including becoming a Disability Confident employer and inclusion of supported businesses in the contract supply chain
    • 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
    • Inclusive and accessible development practices, including guidance for line managers on recruiting, managing and developing people with a disability or health condition

  • 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 the issues affecting the development of new skills by target cohort
    • Understanding of the underlying factors affecting improvements to reduce barriers to entry and training schemes for the target cohort(s) related to the contract workforce
    • Understanding of issues relating to entering the contract workforce
    • Creation of outreach activities to create a pipeline of employees for the future contract delivery

  • 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
    • Understanding barriers to access to health and social care services or employment opportunities e.g. digital inclusion
    • 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
    • Actions to invest in the physical and mental health and wellbeing of the contract workforce

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 accountsuk@pinkelephant.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.