PA Team Software Consulting UK Limited

Robot-as-a-Service

Our RaaS offering provides cloud automation solutions, which allow run and deploy our robots on a dedicated cloud environment. They are easy to deploy and manage for enterprise, and eliminate the need for much of the traditionally required hardware.

Features

• Robotic Process Automation
• Robotic Desktop Automation
• Process Mining
• Task Mining
• Robot-as-a-Service
• RPA
• Assited Automation
• Guidance

Benefits

• Improve Customer Experience
• Enhance Management Capabilities
• Increase Efficiency
• Increased degree of flexibility
• Enhanced Scalability of Solutions
• Improved Levels of Agility
• Reduce manual work
• Reduce errors
• Increase agent productivity
• Improve Employee Experience

£1,750 a unit

• 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 martijn@pateam.co. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

845054708508790

Contact

Martijn Zuiderbaan
+44 20 7886 8889
martijn@pateam.co

Service scope

• Software add-on or extension: Yes
• What software services is the service an extension to: NICE
• Cloud deployment model:
  • Public cloud
  • Private cloud
• Service constraints: No
• System requirements: N/A

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Support Hours 1st level: 24/7 via customer portal 12/6 via email. 2nd level 24/5
• 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: Yes, at extra cost
• Support levels: Operations Centre provides 24/7 monitoring of automation and infrastructure. 12/6 support desk availability. Additionally, a customer portal is provided that gives access to our ticketing system and Knowledge Base. Also included are: automation monitoring, patching/deploying hotfixes, one upgrade per year, expert helpdesk to own developers, tracking ROI and provide reports. Cost is included in the services fee.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Online training and user documentation
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: Customer can request our support team to extract all the data needed. Our Services team will supply all the documentation and project files in a secure way.
• End-of-contract process: Knowledge transfer not included in the contract. Can be requested at additional cost.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
• Application to install: Yes
• Compatible operating systems: Windows
• Designed for use on mobile devices: No
• Service interface: No
• User support accessibility: WCAG 2.1 AA or EN 301 549
• API: No
• Customisation available: Yes
• Description of customisation: Every customer has its own tenant, therefore can change setting as required and as a value add provider PAteam can tailor the service to the customer

Scaling

• Independence of resources: Customers will have a private cloud. Resources are not shared.

Analytics

• Service usage metrics: Yes
• Metrics types: Performance as well as usage metrics, this can be customized together with the customer to collect less or more data as required.
• Reporting types:
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

• Supplier type: Reseller providing extra features and support
• Organisation whose services are being resold: NICE

Staff security

• Staff security clearance: Conforms to BS7858:2019
• 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)
  • Other locations
• User control over data storage and processing locations: Yes
• Datacentre security standards: Supplier-defined controls
• Penetration testing frequency: At least every 6 months
• Penetration testing approach: In-house
• Protecting data at rest:
  • Physical access control, complying with CSA CCM v3.0
  • Encryption of all physical media
  • Scale, obfuscating techniques, or data storage sharding
• Data sanitisation process: Yes
• Data sanitisation type:
  • Explicit overwriting of storage before reallocation
  • 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: Put in a request to the support team.
• Data export formats:
  • CSV
  • ODF
  • Other
• Other data export formats: Xslx
• Data import formats:
  • CSV
  • ODF
  • Other
• Other data import formats: Xslx

Data-in-transit protection

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

Availability and resilience

• Guaranteed availability: Availability 95%; RPO 24h; RTO 24h; SLA 90%; ; Above are minimums, higher are available on request
• Approach to resilience: The service is set up according to the latest best practises and in High-Availability(HA) mode as well as with Disaster Recovery (DR).
• Outage reporting: Any outages will be communicated primarily via email alerts, and if required by phone.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Public key authentication (including by TLS client certificate)
  • Dedicated link (for example VPN)
  • Username or password
• Access restrictions in management interfaces and support channels: We work on a need-to-know basis and minimum access required principles. This ensures that people only have access to that they need to have access to.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • 2-factor authentication
  • Dedicated link (for example VPN)
  • 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: At least 12 months

Standards and certifications

• ISO/IEC 27001 certification: No
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: No
• Cyber essentials plus: No
• Other security certifications: Yes
• Any other security certifications:
  • ISO 90003:2018
  • ISO 9001:2015

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: No
• Security governance approach: We are currently in progress of implementing ISO 27001, ISO 27017, ISO 27018 and SOC2 within this year.
• Information security policies and processes: We are currently in progress of implementing ISO 27001, ISO 27017, ISO 27018 and SOC2 within this year.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Currently we keep track of the components we use for our services manually, we intend to add automated scanning to identify unreported changes. If a change is planned, it is assessed against the security standards we have for impact before implementing it.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: We have a process in place using as much automated scanning as possible to identify and categorize vulnerabilities which on a regular basis are prioritized and resolved. Patches are deployed as quick as practical for critical and high vulnerabilities, others we strive for the deploy at a fixed interval.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Monitoring is part of the Operations Centre and is facilitated 24/7. ; First level - triage, resolve - communicate by email.; Second level - triage, escalate, resolve - communicate by email ; Third level - triage, escalate, consult. resolve - communicate by calling appropriate customer resource, plus email summary/follow-up; ; First Response time. ; Critical - 2 hours; High - 24 hours; Medium - 72 hours; Low - 168 hours
• Incident management type: Supplier-defined controls
• Incident management approach: We have pre-defined SOPs and processes for common events and incidents, users can report incidents primarily via our support portal. Critical incidents should be additionally reported by phone. Follow up regarding incidents and service availability will be included in the monthly report presented by the Robotic Operations Center Leader each delivery status meeting. The report shall be sent to the Customer Owner prior to the meeting. The report shall contain each KPI listed in this document including comparison to the previous reports and trends.

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

  PAteam recognizes the importance of climate change and strives to make an impact where possible. At the size of the company that we are this mostly results in being restrictive in travel, enable working-from-home as well as we have our offices in buildings that are climate aware.

Pricing

• Price: £1,750 a unit
• 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 martijn@pateam.co. Tell them what format you need. It will help if you say what assistive technology you use.