Embridge Consulting (UK) Ltd

HeyCentric Income Manager

A powerful suite of payment handling modules all of which feed into a comprehensive Income Management component. This provides a highly effective overview of an organisation's cash position, assisting both tactical and strategic decision making by giving a real-time view of the cash position at any time.

Features

• Auto-allocation and matching
• Robust ETL tools and interfacing
• Bank reconciliation
• Real-time reporting and dashboards
• Seamless integrations with payment providers and acquirers
• Fully API driven as well as supporting other standard technologies
• Easily customisable Web Payments module
• In-person payment solutions for card, contactless and payment wallets
• Mid-Call, End-Call, and IVR telephony solutions
• Pay-By-Link: secure payment links via email, SMS, and WhatsApp

Benefits

• 99.9% uptime guaranteed
• Integrations with multiple ERP solutions
• Reduces and eliminates key repetitive tasks
• Exceptional business continuity and disaster recovery as standard
• Fully SaaS-based; no software installation required
• Can remove an organisation from PCI DSS scope
• Low/no code ETL solution for third party integrations
• React UI for highly responsive, secure and intuitive user interface
• Always on the latest version; no patch or security concerns
• Easy user management using technologies such as Azure AD

£4,000.00 a licence a year

• 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 enquiries@embridgeconsulting.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

864545829287702

Contact

Emma O'Brien
01474555505
enquiries@embridgeconsulting.com

Service scope

• Software add-on or extension: Yes, but can also be used as a standalone service
• What software services is the service an extension to: The software can also compliment and be provided as an extension to any Enterprise ERP software
• Cloud deployment model: Public cloud
• Service constraints: None.
• System requirements:
  • A modern, supported web browser application, e.g. Edge, Chrome, etc.
  • A modern computer or tablet to support the above browser
  • A reliable internet connection

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Customers can log tickets at any time (24/7). The specific hours during which the Customer is entitled to a Support response (“Support Hours”) are 09:00-17:00, based on Normal Business Hours, on a Business Day. Response times are tiered according to the urgency of the issue as follows: - Operationally critical issues: 1 hour - Time Critical issues: 2 hours - Important issues: 4 hours - Not Time Critical Issues: By the end of the next business day
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.1 AA or EN 301 549
• Phone support: No
• Web chat support: Yes, at an extra cost
• Web chat support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support accessibility standard: None or don’t know
• How the web chat support is accessible: This is available via Embridge Consulting's Application Support Desk and is subject to additional cost.
• Web chat accessibility testing: N/A
• Onsite support: Yes, at extra cost
• Support levels: Customers can log tickets at any time (24/7). The specific hours during which the Customer is entitled to a Support response (“Support Hours”) are 09:00-17:00, based on Normal Business Hours, on a Business Day. All response periods are measured starting from the first Support Hour following the reporting of an error and are tolled during all periods outside of the Support Hours. During the implementation phase, support will be provided by the consultant. After implementation, support will be provided by the support team members based in the UK.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: As part of our Embridge project implementation methodology, via consultation between customer team and ours, we will collaboratively produce a detailed solution design document signed off by both Project Manager and customer. This contains information on the proposed solution and will be a guide on use of system. Training is provided to super-users so they are able to defer training to their userbase. Any associated hardware such as Chip & Pin devices are pre-configured for the customer such that they do not require any assistance from the customer's IT team.
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: This is entirely up to the users, but we support full database backups, full SFTP transfer of files / resources or the user can simply export their data directly from the system using the ETL tool, web services or other online tools that ate provided as part of the cloud service delivery.
• End-of-contract process: The data will ultimately be destroyed, but if it is still required it can be provided to a third-party or to the customer directly via a database backup, SFTP file transfer of various other methods that might be considered reasonable. The data can also be obtained on a self-service basis by the customer (directly) if they utilise the web API’s or ETL tools.

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: There is parity where support for both the mobile and desktop services exist.
• Service interface: No
• User support accessibility: WCAG 2.1 AAA
• API: Yes
• What users can and can't do using the API: The entire application stack is built using API’s, which means that each and every screen and function available within the application is available via an API. This includes (but is not limited to) aspects such as user account creation, importing data, reporting, automation, ETL, etc.
• API documentation: Yes
• API documentation formats: Open API (also known as Swagger)
• API sandbox or test environment: No
• Customisation available: Yes
• Description of customisation: A wide range of aspects can be customised, including (but not limited to) logos, colour schemes, icons, etc. Both the vendor and an organisation’s competent super users can make these customisation changes using the application interface.

Scaling

• Independence of resources: Each tenant has their own dedicated node preventing access from other customers, but also ensuring performance demand spikes on other nodes are not felt due to ‘noisy neighbours’. Performance is automatically monitored and resource allocation is maintained to prevent issues across the environment. This is further enhanced using automatically scaling technologies within the SaaS platform, ensuring busy periods such as month end and year end do not create service demands that cannot be serviced by the application or infrastructure.

Analytics

• Service usage metrics: Yes
• Metrics types: Overview and detail on incoming payments taken and processed through multiple channels is available
• Reporting types:
  • Real-time dashboards
  • Reports on request

Resellers

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

Staff security

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

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: Complies with a recognised standard (for example CSA CCM version 3.0)
• Penetration testing frequency: At least once a year
• Penetration testing approach: ‘IT Health Check’ performed by a Tigerscheme qualified provider or a CREST-approved service provider
• Protecting data at rest:
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Encryption of all physical media
• Data sanitisation process: Yes
• Data sanitisation type: Explicit overwriting of storage before reallocation
• 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: HeyCentric’s Income Manager application has its own Extract Transform and Load (ETL) tool. This tool is customer configurable and enables a competent user to pull information out of the application and transform it into a format of their choosing e.g. flat text file, JSON, XML, CSV, etc.
• Data export formats:
  • CSV
  • ODF
  • Other
• Other data export formats:
  • XML
  • JSON
  • UNIX
  • XLSX
  • XLS
  • TEXT
• Data import formats:
  • CSV
  • ODF
  • Other
• Other data import formats:
  • XML
  • UNIX
  • XLSX
  • XLS
  • JSON
  • TEXT

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)
  • IPsec or TLS VPN gateway

Availability and resilience

• Guaranteed availability: Guarantees the functioning of all HeyCentric SaaS services with 99.9% availability for all hosted systems. If the service fails to meet any of these availability commitments, the customer shall be entitled to service credits.
• Approach to resilience: Available on request
• Outage reporting: Service outages are reported via email.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Other
• Other user authentication: Azure Active Directory SSO
• Access restrictions in management interfaces and support channels: As a fully SaaS service, no management interfaces are exposed to users / customer. HeyCentric staff obtain access using both explicit white lists and MFA. Support channels only allow users access once they have been formally setup, authorised and authenticated into the system.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)
  • Dedicated link (for example VPN)
  • Other
• Description of management access authentication: Azure Active Directory SSO

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: QMS International
• ISO/IEC 27001 accreditation date: 18/1/21
• What the ISO/IEC 27001 doesn’t cover: N/a
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: Yes
• Who accredited the PCI DSS certification: Self-Assessment
• PCI DSS accreditation date: 03/01/2023
• What the PCI DSS doesn’t cover: Online Payments & Telephony Payments as these interface with third-party services that remove them from PCI DSS scope.
• 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: Information security policies are fully documented and available to all members of staff. Updates are communicated to the organisation, with new starts undergoing a specific session that covers the security policy and invites them to ask questions. This is based around out ISO27001 certification. Typical policies and processes include blocking the use of USB devices, password changes, fully documented change control, subscribing to security newsletters from our CREST-accredited security partners, etc.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Versions are tracked and updated within an advertised window with no interaction required from the customer. Every software change is subject to CAB approval which happens once a week (or can be put forward for an emergency change if required). Regular independent cybersecurity testing ensures that the rollout of such component changes not only undergo the scrutiny of advertised vulnerabilities highlighted by our independent security advisors, but these are then subsequently tested using a CREST accredited organisation.
• Vulnerability management type: Undisclosed
• Vulnerability management approach: A detailed account of this information is available upon request. However, at a high level the threats to our services are both managed, monitored and neutralised via our IDS / IPS systems, we deploy patches regularly in a controlled manner using industry standard deployment tools and our information about potential threats comes from our CHECK certified security provider and datacentre partners.
• Protective monitoring type: Undisclosed
• Protective monitoring approach: This information is available upon request, but at a high-level potential compromises are identified using an industry standard IDS system, our response includes our own security procedures and includes our CHECK accredited security partner. Any such threats / compromises are classified as URGENT and are investigated immediately under the highest possible SLA. Engineers operate 24/7, ensuring any threats can be addressed with immediacy.
• Incident management type: Undisclosed
• Incident management approach: Further information available upon request, but our incident management is tightly interwoven with our service desk system. Users can report incidents via email, internet portal or telephone. Users can run their own incident reports via this system, but these are also available upon request. We have pre-defined processes for common events (environment changes, refreshes, etc.) and these are documented on the portal knowledge-base where appropriate.

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
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  Our services can be delivered entirely remotely, reducing carbon footprints through the removal of travel and reduction in carbon emissions, helping companies and organisations in their drive towards net zero. We are ISO14001 accredited and will always strive to influence staff, suppliers, customers, and communities to leverage the most environmentally advantageous routes to desired outcomes, including where feasible remote delivery and paperless engagements.

  Tackling economic inequality

  We look to increase supply chain resilience and capacity. We are proud to be a Supporting Member of the Social Enterprise UK, which is the leading global authority on social enterprise partnering with and supporting social enterprise and increased social value in local and national communities across the UK. As an SME and with a keen interest in helping UK / local social enterprises (SEs) and SMEs build and grow, we look to engage SEs and SMEs wherever we can within our supply chain.

  Equal opportunity

  We are a Disability Confident Employer and an Equal Opportunities Employer. We are proud of the employment practices under which we operate and invest heavily in sustaining a positive, supportive, and flexible workplace culture. Embridge Consulting is committed to promoting and delivering equality, diversity, inclusivity, and positive culture in the local and wider communities. A Supporting Member of the Social Enterprise UK, and a certified Disability Confident Employer, we do not believe that individuals should be measured or determined by characteristics, but by what they can do and deliver. We are a wholly inclusive employer who will always look to recruit and onboard people with the right work ethos and behaviours, as well as exceptional skills and knowledge, priding ourselves on always being able to say that we promote fairness across all of our actions. Embridge Consulting is proud of its commitment to actively support fair and equal treatment, overcoming inequality, and helping to bridge the gaps and allow people opportunity to realise their full potential. As part of our ethos, behaviours, and Disability Confident certification, we actively influence staff, suppliers, customers and communities to support disabled people and promote the representation of disabled people in a workplace setting. ; ; We take great care to ensure that all our staff and those whom we can impact in a positive way are free from discrimination, restraint, or unfair or poor treatment, believing in the value of human beings and the contribution an individual can make for the better of our local and wider communities. We do not behave or act in a way which is contrary to these beliefs, and we would disengage immediately with any partner or business we felt to be behaving against our approach to equality and fair treatment.

  Wellbeing

  With our positive and supportive culture of fair and equal treatment, respect, and care, we utilise our skills and abilities to deliver the best we can for the people who matter – our staff and our communities. At Embridge Consulting, our staff are given a variety of wellbeing mechanisms from Day One of employment. We have in place comprehensive support for our team members and their families and we actively encourage open conversations and collaboration on identifying wellbeing challenges and how to support resolutions for people. We have Mental Health First Aiders across our organisation who support our team members experiencing challenges and are able to lead information dissemination on wellbeing best practice and approaches to better wellbeing, physical, and mental health. We are always looking to open dialogues and drive conversations about wellbeing and influence staff, suppliers, customers, and communities to take wellbeing seriously and drive better focus on wellbeing and positive impacts across individuals and communities.

Pricing

• Price: £4,000.00 a licence a year
• 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 enquiries@embridgeconsulting.com. Tell them what format you need. It will help if you say what assistive technology you use.