House-on-the-Hill Software Ltd

House-on-the-Hill IT Service Management Software

An ITSM solution and cloud-based service desk, House-on-the-Hill delivers agile IT Service Management in an modern, codeless platform. House-on-the-Hill provide powerful, flexible, ESM, ITIL processes, CMDB, AI, Workflow, Self-Service Portals, Asset Management and Automation out-of-the-box. UK based enterprise service experts ensure frictionless migrations and deliver a personalised service desk experience.

Features

• Customer Self-Service Portal for logging and tracking tickets
• Single solution for adoption of ITSM, ITOM, ITAM best practises.
• Modern Enterprise Service Management easy system adoption for multiple departments.
• Data Compliance Ready. FOI, SAR, Risk, Incidents, DPIA, RoPA
• Branded self-service portal, AI and automatic Knowledge Base suggestions.
• Customisable Dashboards, Ticket Macros and Workflow Automation
• Real-time reporting, unlimited drill-down dashboards and PowerBI integration.
• MS Teams, Intune, AD, Lansweeoer, 3CX Integrations
• Access on any device, including an Android/iOS mobile app.
• ITIL, Incident, Problem, Request and Change management

Benefits

• Composable software - Design your perfect service desk.
• Fast implementation timeframes and risk-free pricing model.
• Cost-effective problem solving by focusing on self-service.
• Reporting aimed at enabling ongoing service enhancement.
• Your UK ITSM Delivery Partners. Direct relationship with you. .
• 30+ Years of delivering public sector service desk solutions
• Centralized communications within an enterprise service management strategy.
• Ensure GDPR best practises and Data Protection Request Compliance
• 99.95% uptime as standard.
• ISO27001 & CyberEssentials Certified

£40 a licence a month

• Education pricing available
• Free trial 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 pbroadhead@houseonthehill.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

870981427894909

Contact

Peter Broadhead
0161 528 1259
pbroadhead@houseonthehill.com

Service scope

• Software add-on or extension: No
• Cloud deployment model: Public cloud
• Service constraints: Our aim is for our hosted systems to be available 100% of the time. ; ; Any planned downtime would be in consultation with the client and is not likely to exceed 15 minutes.; ; Only internet access is required for use of the service.
• System requirements:
  • Only use of the Internet is required for accessing House-on-the-Hill
  • House-on-the-Hill can be accessed on a variety of end devices

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Support is provided between 9 am and 5 pm GMT Monday through Friday, excluding English public holidays.; ; First response is within 2 hours followed by priority based assessment. Urgent and High issues are attended to immediately.
• 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: Web chat
• Web chat support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support accessibility standard: WCAG 2.1 A
• Web chat accessibility testing: Web Chat can be enhanced through styling to suit users with particular needs.
• Onsite support: Yes, at extra cost
• Support levels: Our Standard Support Service comprises of the following: ; 1 The diagnosis of faults reported by the customer. ; 2 The rectification of such faults, by means of a fix or workaround. ; 3 The notification of updates which need to be applied to correct a specific fault. ; 4 Access to the online Support Library.; 5 Advice by email or telephone in relation to reasonable enquiries on the use of the House-on-the-Hill system.; ; Issues can be reported by email, logging directly into our support portal, by telephone or chat via our website.; ; Support requests made by the customer of an urgent or high nature will be attended to as matter of priority.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: A minimum number of Consultancy/Training Days are recommended, based on the size and complexity of the system. This is an exercise to ensure that the software satisfies the requirements of the business and the user understands how the service can be adjusted for minor changes. The Consultancy/Training can be delivered on-site or online. The Support Service is intended for reporting issues and straight forward enquiries. Users are given access to the Online Support Library as part of the rental.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: At the end of contract the database will be returned to the user (if required) in a secure manner. Similarly, for any ancillary attachments that have been loaded.
• End-of-contract process: As part of the contract, at termination the user is offered the option of continuation of service, which would of course incur the prevailing charges. If the service is no longer required then we will either return or destroy the data as requested by the user.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: House-on-the-Hill's mobile service desk allows engineers to access their work queue to log and update tickets while working on user locations. End-users can also log and monitor their tickets. House-on-the-Hill can be accessed by Mobile Web App any internet browser enabled device which are HTML5 enabled.
• Service interface: Yes
• User support accessibility: WCAG 2.1 A
• Description of service interface: Users have access to a Service Dashboard via the browser.
• Accessibility standards: WCAG 2.1 A
• Accessibility testing: House-on-the-Hill integrates with UserWay Accessibility Technology to enhance the interface to be accessible for everyone and compliant with WCAG 2.1 standards.
• API: Yes
• What users can and can't do using the API: With House-on-the-Hill’s WebAPI tickets can be created or updated from links to other systems and vice versa. Data can also be extracted from third party systems. Each installation will have different requirements so configuration will be required.
• API documentation: Yes
• API documentation formats: HTML
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: House-on-the-Hill is equipped with its own process and workflow design, a comprehensive data dictionary, unlimited additional fields, and customizable forms and dashboards. This empowers users to tailor the software according to the value it provides. The form designer tool allows users to create custom forms and dashboards for their teams. Additionally, while House-on-the-Hill includes default categorizations, they can be modified to align with the user's business practices through the interface. The no-code design and boundless capabilities of House-on-the-Hill facilitate the creation of Enterprise Service Desks that accommodate multiple departments and teams together.

Scaling

• Independence of resources: The House-on-the-Hill service runs multiple processes so that systems do not adversely affect each other.

Analytics

• Service usage metrics: Yes
• Metrics types: House-on-the-Hill’s Report designer allows you to design your own custom service desk reports and also comes with pre-configured reports. Charts and graphs can be displayed and reports can be run instantly, scheduled to run on specific days and times. Reports can be emailed or exported to html, csv and pdf format, displayed on user dashboards and shared via scheduled email. ; In addition, House-on-the-Hill's KPI Monitor also offers customisable reports for the analysis of the system allowing you to measure against many KPIs. The real-time KPI Monitor automatically refreshes every 30 seconds and KPI reports can be incorporated into dashboards.
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Staff screening not performed
• Government security clearance: None

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 Tigerscheme qualified provider or a CREST-approved service provider
• Protecting data at rest: Physical access control, complying with another standard
• 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: House-on-the-Hill data can be exported from within the software into CSV format for transfer to other systems.
• 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)
  • Legacy SSL and TLS (under version 1.2)
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • Legacy SSL and TLS (under version 1.2)

Availability and resilience

• Guaranteed availability: Our aim is for systems to be available 100% of the time (ignoring scheduled and agreed maintenance down time); Year Percentage Uptime (based on 9-5 support hours); 2023 99.999%; 2022 99.999%; 2021 99.999%; 2020 99.999%; 2019 99.999%; 2018 99.999%; 2017 99.996%; 2016 99.999%; 2015 99.995%; 2014 99.999%; 2013 99.995% ; 2012 100%; 2011 99.994%
• Approach to resilience: Backups of data are taken at least 3 times per day. Additional backup servers are available in readiness in the event of a permanent or long term failure of the primary server.
• Outage reporting: The hosted software services are setup to alert us in the event of any outage.; Once alerted we investigate the root cause of the issue. If there is an issue with the hosting infrastructure we have a policy to keep the user updated on an hourly basis and to consider switching to an alternative platform after 4 hours of outage.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Username or password
• Access restrictions in management interfaces and support channels: Access to the management interfaces within the service desk software is the same as for any other user, requiring login and password (and optional 2-factor authentication).; The support service is available to recognised parties.
• 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 have access to real-time audit information
• How long user audit data is stored for: User-defined
• Access to supplier activity audit information: No audit information available
• How long system logs are stored for: Between 1 month and 6 months

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: British Assessment Bureau
• ISO/IEC 27001 accreditation date: 24/07/2023
• What the ISO/IEC 27001 doesn’t cover: Our scope statement is :-; ‘The development and delivery of HotH Service Management Software and consultancy services, including hosted systems, across all service management sectors to clients worldwide and the safekeeping of data and HotH Assets (in accordance with Statement of Applicability V15 dated 07/2021)' ; ; Our certification does not cover how users handle their own data and keep it secure, for example we do not stipulate a clear desk and screen policy for the clients end-users as this is beyond our control.
• 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: Cyber Essentials

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: We have numerous policies relating to information security, and these have been independently certified by a UKAs accredited body as meeting the requirements of ISO27001:2017. Policies include:; Information Security Policy, Access Policy, Client Confidentiality Policy, Clear Desk and Screen Policy.; Policies are reviewed annually and also reviewed as part of the information security audit process. The team are kept up to date with the salient points within the policies during routine weekly staff meetings.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Application changes are risk assessed for potential security impact as part of the development and QA process. The revisions are tested prior to any hosted system update. Application updates are always part of a discussion with the client. The Change Management process is fully tracked and authorised using our own helpdesk software.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: MS updates are applied promptly. When we become aware of critical updates for offerings which support our service provision, these are updated as soon as possible.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Anti-malware is installed and is constantly updated and monitored.; This is checked on a regular basis. Event and IIS logging are also monitored.
• Incident management type: Supplier-defined controls
• Incident management approach: A security incident is a loss of confidentiality, integrity or availability of the hosted system or the data it manages. Any breach is logged as an incident, recording events and actions, then reviewed once resolved. Our information security system objectives are to minimise such incidents and hence non-conformances are taken seriously and carefully monitored.

Secure development

• Approach to secure software development best practice: Supplier-defined process

Public sector networks

• Connection to public sector networks: No

Social Value

• Social Value:

  Social Value

  • Fighting climate change
  • Tackling economic inequality

  Fighting climate change

  House-on-the-Hill support the John Muirs plant a tree scheme. Hybrid work scheme where 90% of work is conducted remotely to reduce carbon footprint when commuting.

  Tackling economic inequality

  House-on-the-Hill regularly support the homeless charities Booth Centre, Albert Kennedy Trust and CentrePoint. As well as World Vision, Circus Starr, Manchester Central Foodbank and Fareshare.

Pricing

• Price: £40 a licence a month
• Discount for educational organisations: Yes
• Free trial available: Yes
• Description of free trial: We can provide immediate access to a personal trial system after a short consultation. Initially for a month, though this can be extended. The trial provided is a fully functional core system. Peripheral services such as mail read are not initiated, backups and service monitoring are not included.
• Link to free trial: https://houseonthehill.com/demo/

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