MCR SYSTEMS LIMITED

Symphony

Provision of SAAS EPoS Solution including integrated loyalty, stock and pre-order with integrated acquiring services for payment devices. Provision of integrated APP for loyalty, pre-order, cashless, voucher. Solution includes full SAAS Back office and is PCI compliant

Features

• Enterprise Hospitality Management
• PCI Complaint and ISO27001 Certified
• Integrated Payments, loyalty and Stock
• Full EPoS and Self Serve Kiosks
• Stock Management
• Realtime reporting and live dashboard
• Off Premise and full UK Tier 1 Hosted Solution
• Integrated Stock Management

Benefits

• manage stock and inventory accurately
• Full Live Dashboard enabling instant estate management
• Fully integrated PCI Compliant Acquiring Solution
• Full Hospitality solution includes live reporting
• Web Based Management Tool secure with MFA
• Integrated APP with Loyalty and Pre-Order

• 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 pjewell@mcr-systems.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

887919342342168

Contact

Paul Jewell
0116 225 3462
pjewell@mcr-systems.co.uk

About your service

• Service categories:

  Applications

  Enterprise resource management

  • Order management and orchestration
  • Enterprise performance management

  Financial

  • Financial and Accounting Applications
• Multi cloud support: Yes

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: Full integration to 3rd party stock solutions such as Saffron and can manage patient feeding if necessary, integrated to loyalty platforms and PMS solutions and HR Solutions such as Fourth and integration to ERP platforms such as SAP, Agresso
• Cloud deployment model: Private cloud
• Service constraints: Requires secure segrated WIFI/LAN for provision of Payments in line with PCI Compliance. Software maintenance and upgrades are included in the contract and pushed outside of trading hours.
• System requirements:
  • Segregated WIFI or LAN for PCI Compliance
  • ESET Antivirus provided
  • NinjaMRM for full Cyber Essentials Plus Solution
  • Back office security is Password, MFA and Role based
  • Tier 1 UK Based Cloud Hosting

User support

• Email or online ticketing support: Yes
• Support response times: 24x7 support can be provided with SLA dependent on call type 45mins with a Priority 1 "Can't trade" ; ; Users can see ticket allocated and status, and update tickets but cannot change or manage the priority
• 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: Yes
• Web chat support availability: 9 to 5 (UK time), 7 days a week
• Web chat support accessibility standard: WCAG 2.2 AA
• Web chat accessibility testing: Full testing carried out with 11 Labs and Aircall before selecting Aircall following live trials across our NHS, MOD, University, and Private sector client base with selected customer profiles
• Onsite support: Yes
• Support levels: Full named Account Manager, Engineer on site support with 24hrs. Enhanced (24*7) support is an additional cost to standard support. ; ; Standard Mon-Fri - £65 per device per annum; Till 11pm Mon-Fri - £85 Per device per annum; Mon-Sunday 9-5 - £120 Per device per annum; Mon-Sunday 24hr £195 per device per annum; ; Device would be a POS unit including peripherals such as Printer, draw, Payment device, scanner (Barcode/NFC) classed as a Bundle
• Support available to third parties: No
• AI chatbot: Yes

Onboarding and offboarding

• Getting started: Allocated Prince 2 Project manager, sitge visit and analysis followed by full issue of SOW along with project plan. Regular milestone check-ins in line with the agreed plan. Full online/onsite trianing provided along with video overviews, wiki hows, training and video content embedded within the software along with FAQ's. All release notes accompanied with full illustrations and Video content. All documentation available to the customer electronically
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: Agreed SOW, and a data extract provided in Xls. Customers have the option to consume via API the full data extract file to an SFTP server either customer hosted or MCR hosted on a daily basis to be consumed into your own data lake, meaning all historical data is already provided on a daily basis. This includes all data and all transactional data daily.
• End-of-contract process: If you own the hardware the hardware remains in situ, access to all software is ceased. If hardware is rented then hardware is collected from site with SSD WEE Disposed off. An off boarding SOW is issued for agreement and the agreed process is followed.
• 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: Solution is mobile optimised, however its recommended that advanced config such as promotion set up, Loyalty programmes be done on a tablet or Laptop due to the size of screen.
• Service interface: Yes
• User support accessibility: WCAG 2.2 AA
• Description of service interface: Web based Symphony HUB and web based Live Dashboard available on all browsers and mobile devices, the live dashboard can contain a PowerBI plug in for custom dashboards
• Accessibility standards: WCAG 2.2 AA
• Accessibility testing: The web tools are fully audited to WCAG2.2AA Standards and all software updates and releases undergoes full testing before global release.
• API: Yes
• What users can and can't do using the API: MCR has an open API both restful and SOAP. All uses of the MCR API's are via a scope, agreed SOW and under NDA in some circumstances. API's are used to access MIS systems within Universities for Student details for SSO and Catered allowances as examples.
• API documentation: Yes
• API documentation formats: Open API (also known as Swagger)
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Dashboard, User screens, User Dashboards, and User Reporting catalogues. All access is Hierarchal and role based with user permissions granted by the customer.

Scaling

• Independence of resources: Customers receive access to own unique segregated data source on a multi-tenanted platform. MCR databases automatically reload on to alternative servers using the high availability servers so downtime is less then 1% across a 12 month period

Analytics

• Service usage metrics: Yes
• Metrics types: System Uptime; Support SLA
• Reporting types:
  • Real-time dashboards
  • Regular reports
  • Reports on request
• Resource tagging: No
• FOCUS resource tagging: No

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: 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: No
• Datacentre security standards: Managed by a third party
• Penetration testing frequency: At least every 6 months
• 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
  • Physical access control, complying with another standard
• 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:
  • Deleted data can’t be directly accessed / Cryptographic Erasure
  • Data Erasure
  • Physical Destruction / Hardware containing data is completely destroyed

Data importing and exporting

• Data export approach: Provision of API data extract daily to SFTP Server; On demand via reporting and downloaded via Xls, HTML, .CSV; Scheduled reporting to auto generate to a user or none user via email in the above formats. ; Paid for dev data extract if necessary
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • HTML
  • API
  • Excel
  • PDF
• Data import formats:
  • CSV
  • Other
• Other data import formats:
  • Excel
  • API if from an approved 3rd party IE Stock Solution

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: MCR Systems hosting is via our hosting partner, GTT, who we are entering our 10th year in partnership with. We have a primary hosting centre near London and a live DR site in Slough. MCR databases automatically reload on to alternative servers using the high availability servers so downtime is less then 1% across a 12 month period. We have a full DR with defined RPO of 24 hours and RTO of 4 hours. Refunds are made in the form of service credits
• Approach to resilience: Available on Request
• Outage reporting: All live API's and all live connections to 3rd parties, plus all POS/Kiosk and applications are shown in the Live dashboard in realtime with users alerted to outages in realtime via the Service health monitor in the live dashboard

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • Username or password
  • Other
• Other user authentication: SSO and above options are available
• Access restrictions in management interfaces and support channels: All access internally to any part of the solution by an MCR employee is role based and audited and same for customer access.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • Username or password
  • Other
• Description of management access authentication: SSO and above

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: At least 12 months
• Access to supplier activity audit information: Users have access to real-time 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

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: ISO27001, Cyber Essentials, PCI; GDPR Policy; Data Retention and removal Policy; Disaster recovery Policy; Information security policy; Security Incident and response policy; ; Aiming to be certified/audited for ISO42001 - 2026
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Configuration and change management approach: MCR Systems operates a formal change control process governed by a Change Approval Board (CAB). All changes that may impact information security, systems, or customer services are logged, risk-assessed, tested, and documented before implementation. Standard changes are reviewed at weekly CAB meetings, while emergency changes follow an expedited approval process. Low-risk changes are recorded for audit purposes. Each change includes an implementation plan, testing evidence, and rollback procedures, with final approval provided by authorised stakeholders to ensure controlled and secure delivery.
• Vulnerability management type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Vulnerability management approach: MCR Systems maintains an ISO 27001 aligned vulnerability management process covering identification, assessment, and remediation of technical vulnerabilities. Threats are identified through regular penetration testing, automated vulnerability scanning, and continuous security monitoring. Vulnerabilities are risk-assessed using CVSS scoring, asset criticality, exposure, and exploit availability. Patches are deployed based on risk, with critical vulnerabilities remediated within defined timescales. Threat intelligence is obtained from accredited security testers, vendor security advisories, scanning tools, and trusted industry security sources.
• Protective monitoring type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Protective monitoring approach: MCR Systems operates continuous protective monitoring using centralised logging and a 24/7 managed SIEM service. Security events are identified through real-time monitoring of servers, firewalls, cloud services, and user activity, with alerts generated for suspicious or anomalous behaviour. Potential compromises are investigated immediately by the SecOps team following a defined incident response process, including containment, evidence preservation, and remediation. Incidents are responded to promptly, with escalation and out-of-hours response available 24/7 to minimise impact and restore services quickly.
• Incident management type: Complies with a recognised standard, for example, CSA CCM v4.0 or ISO/IEC 27035:2011 or SSAE-18 / ISAE 3402
• Incident management approach: MCR Systems operates a formal incident management process aligned with ISO 27001. Pre-defined procedures exist for common security events, including malware, phishing, data breaches, and unauthorised access. All users are required to report suspected incidents promptly to the SecOps team via defined reporting channels, with additional escalation from IT staff, service providers, and a managed SOC. Incidents are logged, investigated, contained, and resolved in line with documented procedures, with incident reports and lessons learned recorded and shared with relevant stakeholders as appropriate.
• Post-quantum cryptography secure: No

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: Yes
• Description of free trial: POS Bundle EXCLUDES Payment Device - Basic Loyalty, Website ordering provision, full back office, live dashboard - up to 3 months
• Link to free trial: On demand

Discount percentage by annual call-off contract value (excluding VAT)

• Less than £250,000: 7%
• Between £250,000 and £500,000: 10%
• Between £500,001 and £1,000,000: 15%
• Between £1,000,001 and £2,500,000: 15%
• Between £2,500,001 and £5,000,000: 15%
• Over £5,000,001: 15%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Intertek Certification Limited
• ISO/IEC 27001 accreditation date: Thursday 31 August 2023
• What the ISO/IEC 27001 doesn’t cover: HR, Payroll and Finance as carried out by our parent company.
• ISO 28000:2022 certification: No
• ISO 9001 certification: Yes
• Who accredited the ISO 9001 certification: Intertek Certification Limited
• ISO 9001 accreditation date: Thursday 31 August 2023
• What the ISO 9001 doesn’t cover: HR, Payroll and Finance as carried out by our parent company.
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: Yes
• Who accredited the PCI DSS certification: Claranet Ltd
• PCI DSS accreditation date: Tuesday 8 April 2025
• What the PCI DSS doesn’t cover: Everything PCI related is covered by this certification
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: 0cbf5aa8-39d9-4366-a2fe-44f84701bd0b
• Cyber essentials plus: No
• Cyber Essentials Alternative: None of the criteria
• Other security certifications: No

Social value

• Section B - Commitment for Future: Delivery:

  • 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
    • 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

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 pjewell@mcr-systems.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.