COFORGE U.K. LIMITED

PEGA Production Support Framework (iCLEAR)

iCLEAR, Coforge's Production Support Framework provides common logging, error handling and reporting for BPM applications. Its portal provides several features to enable support engineers, administrators and business teams analyse and process failed transactions. A robust, yet flexible and a one-stop solution that can easily plug into existing or under-development applications.

Features

• Production Support, Incident Management, Error Logging
• Self-healing and autoresolution based on approval
• Workflow for Incident Creation, management, delegation
• Activity Monitoring and reporting
• SMS, Email Alerts on Incidents and smart response
• Process Modelling, orchestration, optimization for Incidents
• Enhanced security per instance per application per server

Benefits

• Reduce Incident Management resolution by about 95%
• Improve SLAs for defects / incidents by 75%
• Reduce time to view log files by 90% across JVMs

£40,000 to £200,000 a licence

• 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 bids.eu@coforge.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 13

Service ID

904941926432775

Contact

Ali Rahman
07801573323
bids.eu@coforge.com

Service scope

• Software add-on or extension: No
• Cloud deployment model: Hybrid cloud
• Service constraints: No
• System requirements: Pegasystems Pega 7 Platform

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: This is subject to the individual contractual agreements for each engagement.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: None or don’t know
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: No
• Onsite support: Onsite support
• Support levels: We provide application support at three levels: Level1 support : Level 1 support provides resolution to minor issues within an application Level2 support: Level 2 support will provide a secondary resolution function and management of solution configuration Level3 support: The Level 3 support will provide advanced technology diagnosis and resolution. The cost of each level of support is subject to different parameters per contract; e.g. the size of application, the hours of support required etc.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: We provide training both onsite as well as remotely through channels such as video conferencing. The duration and medium of training is mutually agreed upon. We also provide user manual as part of our service which details the usage of delivered application for different categories of application users.
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: The application provides out of the box data export functionality using which users can filter and export their data in CSV/Excel file formats from the application. Incessant also provides bulk data extraction service in case required to provide full extract of live as well as historical data from the application into staging database tables or CSV/Excel file formats. This data can then be imported into any other application later on.
• End-of-contract process: The original contract by default does not include decommissioning of the application. Since the amount of data to be extracted would keep on increasing with time, an assessment is performed to identify the effort required for data extraction and decommissioning once the decision is made to discontinue the usage of the application. Accordingly the cost of extraction and decommissioning is determined.

Using the service

• Web browser interface: No
• Application to install: Yes
• Compatible operating systems:
  • Android
  • IOS
  • Linux or Unix
  • MacOS
  • Windows
  • Windows Phone
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: The UI is dynamic and responsive and hence all features available on desktop are also available through mobile. Mobility feature has PWA and native application options. Solution works in both online and offline modes.
• Service interface: No
• User support accessibility: WCAG 2.1 AA or EN 301 549
• API: No
• Customisation available: Yes
• Description of customisation: We deliver services on top of a BPM or Case Management Platform which provides a model driven environment for configuration of business processes, rules, user interfaces, SLAs etc. Therefore, all these nuances can be customized by the administrative users who are authorized and trained to perform such customization. Authorized users can customize these through a web based user-friendly interface.

Scaling

• Independence of resources: We use standard global cloud services hosting platforms to host our applications which take care of independence of resources in case of concurrent access by multiple users.

Analytics

• Service usage metrics: Yes
• Metrics types: The application provides out of the box metrics and dashboard such as SLA Adherence, Pending Case Status, User Performance etc. Besides, users can also configure their own reports in the application as the application provides a simple drag and drop interface for creating reports.
• Reporting types:
  • Real-time dashboards
  • Regular reports

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• 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: Complies with a recognised standard (for example CSA CCM version 3.0)
• Penetration testing frequency: At least once a year
• Penetration testing approach: Another external penetration testing organisation
• Protecting data at rest: Encryption of all physical media
• Data sanitisation process: Yes
• Data sanitisation type: Deleted data can’t be directly accessed
• Equipment disposal approach: A third-party destruction service

Data importing and exporting

• Data export approach: The application provides out of the box data export functionality using which users can filter and export their data in CSV/Excel file formats from the application. Export of data can also happen through APIs.
• Data export formats:
  • CSV
  • Other
• Other data export formats: Excel
• Data import formats: CSV

Data-in-transit protection

• Data protection between buyer and supplier networks: 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: Monthly uptime percentage of 99.95% is the typical SLA adhered to in our service provisions. In the event of Monthly uptime percentage not meeting the SLA during subscription month, a service credit model can be defined.
• Approach to resilience: This information will be available on request.
• Outage reporting: The outages are reported through dashboards and email alerts.

Identity and authentication

• User authentication needed: Yes
• User authentication: Username or password
• Access restrictions in management interfaces and support channels: The access restriction in management portals/interfaces and support channels through Access Groups. Each user is associated to one or more access groups. The access group associated with a user helps in defining the accessibility of the user to different portals within the application. It also determines which roles (such as Management role, Support role) the user can take within the application.
• Access restriction testing frequency: At least every 6 months
• Management access authentication: Username or password

Audit information for users

• Access to user activity audit information: You control when users can access 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: TUV
• ISO/IEC 27001 accreditation date: 09/09/2015
• What the ISO/IEC 27001 doesn’t cover: This will be available on request.
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• 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: We are certified ISO27001 . We follow the processes as per these standards.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: This information will be available on request.
• Vulnerability management type: Undisclosed
• Vulnerability management approach: We have a documented vulnerability management process. This process is reviewed by an independent third party at least once in a year. The process is aligned as per the requirement of ISO2001 . Detailed process document will be available on request.
• Protective monitoring type: Undisclosed
• Protective monitoring approach: We have a documented protective monitoring process. This process is reviewed by an independent third party at least once in a year. The process is aligned as per the requirement of ISO2001. Detailed process document will be available on request.
• Incident management type: Undisclosed
• Incident management approach: We have a documented protective monitoring process. This process is reviewed by an independent third party at least once in a year. The process is aligned as per the requirement of ISO2001. Detailed process document will be available on request.

Secure development

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

Public sector networks

• Connection to public sector networks: No

Social Value

• Fighting climate change:

  Fighting climate change

  Coforge Limited and Coforge U.K Limited are committed to achieve Net Zero emission by 2050. We have already taken the following initiatives and reduced carbon footprint: 1. Global Certifications • Environment, Health and safety Management System has been coined and implemented in conformance to ISO 14001:2015 & ISO 45001:2018 standards 2. Utilization of clean fuel • 100% conversion of company cabs and buses to CNG • 100% utilization of Piped Natural Gas (Clean fuel) in cafeteria operation 3. Sustainable building, Energy management initiatives at main campus • Use of double glazed, high efficiency reflective glass to reduce the solar heat gain by 8 to 10%. • Roof top solar energy generation system of 75 KWP and Solar based external area lighting systems to reduce the consumption of power grid. • Sensor based lighting system to optimize energy consumption • Used low embodied building material in construction i.e. Fly ash Bricks, to reduce the overall carbon foot print of the building. • Solar water heating system for Cafeteria. 4. Water consumption & waste water recycling • Sensor based urinals and wash basins to regulate the water use in toilets • Treatment of waste water through STPs and utilization for non-potable uses and landscaping 5. Waste management • Use of sludge coming out of sewage treatment plant as manure for improving the quality of soil. • In house composting of organic waste material and TSP sludge for manure production and utilization in landscaping within campus • Use of earthen pots for tea thus replacing use of paper cups 6. Landscaping & Rain water harvesting • As an initiative towards green campus more that 33% area is already planted with 10 to 12 feet high trees and recreational areas. • 16 Rain water harvesting systems for ground water recharge

Pricing

• Price: £40,000 to £200,000 a licence
• 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 bids.eu@coforge.com. Tell them what format you need. It will help if you say what assistive technology you use.