LoweConex - Energy Management System

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: LoweConex can act as an end-to-end EMS solution however has the ability to integrate with your existing systems, such as CAFM, Task Management, Utility Billing and BMS.
Cloud deployment model: Public cloud
Service constraints: Our solution will only have the capability to ingest data from open protocol solutions. On occasions, this may require the customer to 'rip and replace' obsolete hardware.
System requirements: Hardware interface must support reading and writing of control values

Minimum browser memory ~ 500 MB free.

Minimum Browser: Chrome 64 Firefox 68 Edge 79 Safari 12

User support

Email or online ticketing support: Email or online ticketing
Support response times: Response times are bound by SLA and are specific to each Buyer agreement. Based on our current customers over last 12 months:

P1 (Critical Issues) Resolved in SLA: 99%
P2 and below Issues Resolved in SLA: 100%
Calls made to Technical Support Team answered on first attempt in under 45 seconds: 99.5%
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: Onsite support
Support levels: Our team supports all customers with the onboarding and commissioning of the system - we have three layers of support:
Layer 1, BAU Bureau: Desk Engineers that support day-to-day requests, site colleagues, 3rd party contractors and triaging.
Layer 2, Technical Support Services: A team of engineers, data scientists, customer success managers and energy managers to support on-site technical visits, off-site requests and to advise on best practise schedules/rulesets to optimise estate/assets.
Layer 3, Software and Development Team: R&D of Future Development, supporting system uptime, actioning customer-specific requests or queries.
Our in-house development team have dedicated cloud engineers to support our customers. We will have Account Managers to ensure success of the projects. We can provide managed service pricing, onboarding pricing or likewise a SaaS model. A managed service model will be costed to reflect the customer's requirements.
Support available to third parties: Yes

Onboarding and offboarding

Getting started: Onboarding
LoweConex have standardised processes within every onboarding plan to ensure smooth implementation of the technology. These stages may vary dependent on specific client requirements, but on a case by case basis the onboarding processes is as follows. Detail of the process can be found within the Service Definition Document.

Implementation Plan
As part of the initial onboarding process every client receives an implementation plan, a dedicated or shared Customer Success Manager and access to round the clock care from our Technical Services Bureau (TSB).

Throughout the implementation processes we take a batch-by-batch approach to site integration and will work with the Buyer to align the onboarding roll out and speed with their requirements.

Training
We offer a range of comprehensive training options for our software, tailored to the specific requirements of each customer. The duration of training can vary based on the desired level of expertise. Training can occur onsite or online dependent on user requirements.

Users are provided with user documentation to support onboarding and training requirements.

Further information on the onboarding and training processes can be found within the Service Delivery section of the Service Definition Document.
Service documentation: Yes
Documentation formats: PDF

Other
Other documentation formats: Excel
End-of-contract data extraction: Technical Assurances - Access to Data on Exit

LoweConex can export all client data in a compressed json format upon request or contract termination.

Furthermore, LoweConex currently has an existing Escrow agent and would enter in to an agreement with the Buyer whereby, in the unlikely instance of bankruptcy or disruption to business, the Buyer will have access to all source code, data, relevant assets or artifacts.

If/when a client ends or terminates their contract, data and any relevant assets can be exported and accessed for further use.
End-of-contract process: On the termination of any contract, LoweConex will work with the Buyer to ensure a smooth offboarding process is conducted. Working alongside your dedicated Customer Success resource, we will set in place an offboarding timeline and plan that is line with the agreed terms within the Buyer's SLA. Throughout this process we will work to ensure data quality and integrity is upheld.

Using the service

Web browser interface: Yes
Supported browsers: Microsoft Edge

Firefox

Chrome

Safari
Application to install: No
Designed for use on mobile devices: Yes
Differences between the mobile and desktop service: Desktop: Preferred for full platform functionality, visualisation, control and analysis/reporting.

Mobile:
We have designed a mobile app for field-based engineers to streamline the asset onboarding and testing process.
Currently, our platform can be accessed via mobile, however, due to the level of data ingestion mobile access is not intended for visualisation.
Service interface: Yes
User support accessibility: WCAG 2.1 A
Description of service interface: The LoweConex service interface is a user-centric digital environment designed for seamless interaction with the EMS software. A customizable dashboard with navigation and search features offers insights and access to key features. The responsive design ensures compatibility across devices, empowering users to work anytime, anywhere. Task-driven workflows streamline processes, enhancing productivity. Search functionality enables swift data retrieval, while security measures safeguard sensitive information. The UI and API share industry standard role-based access controls to satisfy a international security and compliance standards. With user experience at its core, the interface prioritizes accessibility, efficiency, and customization.
Accessibility standards: WCAG 2.1 A
Accessibility testing: The LoweConex UI has been tested with common screen reader technology. It is also compliant with browser test tools for web accessibility.
API: Yes
What users can and can't do using the API: LoweConex is an open protocol system in the truest sense, meaning we have the ability, through our API, to:

- Pull data in to our system
- Push data from our system into another
- Send commands that adjust assets in live-time

This allows us to integrate with existing systems within our Customers' estates such as (but not limited to) Work Order Systems, Task Manegement Systems, ERP Systems and Energy Consumption Systems.
API documentation: Yes
API documentation formats: Open API (also known as Swagger)
API sandbox or test environment: Yes
Customisation available: Yes
Description of customisation: There is customisation available within our dashboards/reporting, for example certain filters can be added/removed to show certain portions of the estate/asset portfolio.
Likewise, LoweConex will typically service >80% of major feature customer requests.

For example, LoweConex worked with a customer to customise the automated system rules monitoring refrigeration and HVAC to aggregate multiple devices with a similar issue and location to create a single work order instead of multiple entries. This reduced the administration overhead and optimised the time to fix.

We have a strong track-record of aligning customer requests to our technology development roadmap. This roadmap is published annually to our customers and sessions held to gain feedback and validate the development plan against customer requirements.

We carry this out based on the type of development request and its ability to service multiple customer requirements compared to bespoke development requirements.

Any customer requirements which are needed and don't currently exist we will review and do as part of the solution deployment into our customer's estates.

Scaling

Independence of resources: The LoweConex platform provides each customer with a dedicated data sources and allocated scalable compute. This mitigates resource contention across multiple customers.

Users are provided with a dedicated or shared Customer Success resource as outlined within their SLA. LoweConex provide users with access to our Technical Services Bureau (TSB), a full office that consists of refrigeration, HVAC, building controls and lighting specialists, data scientists and energy managers.

The growing resource of the TSB ensures that all of our clients are protected with a team of dedicated specialists that will strive for excellence against set KPIs bound within the SLA.

Analytics

Service usage metrics: Yes
Metrics types: 1. Uptime and Availability - percentage of time that the application is accessible to users without any interruptions
2. Response Time
3. Throughput
4. Error Rate
5. Scalability - includes monitoring resource utilization, such as CPU, memory, and storage, to ensure sufficient capacity is available to accommodate growth.
6. Security Metrics
7. Customer Support Metrics
8. Usage Metrics
9. Service Level Agreements (SLAs)
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: 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: Managed by a third party
Penetration testing frequency: At least every 6 months
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: Complying with a recognised standard, for example CSA CCM v.30, CAS (Sanitisation) or ISO/IEC 27001

Data importing and exporting

Data export approach: 1. Export/Save data from the customer UI reports screen
2. Utilize the API to directly query the data sources
3. Request custom data exports from the managed service team
Data export formats: CSV

ODF

Other
Other data export formats: JSON

XML
Data import formats: CSV

ODF

Other
Other data import formats: JSON

XML

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: The LoweConex standard SLA guarantees a minimum uptime of 99.9% on a monthly basis, excluding scheduled maintenance windows.

Users may be eligible for compensation or refunds as per the terms of the agreement. The compensation or refund process typically involves the following steps:
1. Notification: We proactively notify users in the event of any service disruptions or downtime that impact availability beyond the agreed-upon threshold.
2. Resolution Efforts: Our dedicated support and operations teams work swiftly to resolve the issue and restore service availability to normal levels as soon as possible.
3. Verification and Validation: Once the issue is resolved, we conduct an internal assessment to verify the extent of the downtime and ensure compliance with our SLA terms.
4. Compensation Calculation: If the downtime exceeds the agreed-upon threshold defined in our SLA, eligible users are entitled to compensation or refunds based on predefined criteria outlined in the agreement.
5. Refund or Credit Issuance: Depending on the nature of the SLA and the terms agreed upon, users may receive refunds, service credits, or other forms of compensation applied to their accounts for the period of downtime experienced.
Approach to resilience: This technology stack supports scalable, resilient, and portable data processing pipelines that can be deployed and managed across different cloud environments or on-premises infrastructure with ease.
Information on datacentre resilience can be provided on request. Further information may be included on this within the Service Definition Document.
Outage reporting: The dedicated operations team will coordinate with the customer on any required scheduled maintenance activities. The team will also provide dedicated communications on any unscheduled downtime impacting the production environment.

LoweConex follow a continuous deployment process with a minimal/zero downtime. The application is updated monthly for standard feature deployments and patching / updates/ security hardening. For severe security vulnerabilities there is the capability to push same day fixes. In all cases there is a zero-downtime approach to production deployments.

AWS/Azure notify of any routine cloud maintenance in advance with details on the action and impact. Support will be provided by the LoweConex DevOps team during this time to manage the customer platform.

Customers will be notified via account lead in writing of any maintenance that could have an impact on the system.

Identity and authentication

User authentication needed: Yes
User authentication: 2-factor authentication

Username or password
Access restrictions in management interfaces and support channels: Every user has a unique login and associated account. During onboarding, user permissions will be locked down on basis of management level and permissions will then be assigned to each individual user.

We will work with the Buyer to ensure individuals access is locked down and restricted from areas they do not require access to.
Access restriction testing frequency: At least every 6 months
Management access authentication: 2-factor authentication

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: Yes
Who accredited the ISO/IEC 27001: British Standards Institute (BSI)
ISO/IEC 27001 accreditation date: 25/10/23
What the ISO/IEC 27001 doesn’t cover: All components of the LoweConex solution are included in the current ISO/IEC 27001 accreditation
ISO 28000:2007 certification: No
CSA STAR certification: No
PCI certification: No
Cyber essentials: No
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: Compliant with ISO/IEC 27001:2022. At LoweConex we adhere to agile development practices, allowing for continuous iteration and testing on new developments.
We follow industry standard practices based around the Atlassian stack, fully auditable through Confluence, Jira and Bitbucket.

A security focused CI/CD pipeline ensures that the firmware and cloud solutions are continuously scanned for known security/compliance vulnerabilities and is conducted on every push to QA. We will notify the customer of any critical vulnerabilities within 7 days.

All critical and high CVSS items are resolved <30 days provided a resolution is available.
Patching and security updates are automatically applied to application software, networking devices and IOT device firmware with minimal/zero downtime.
Data management policies are fully compliant with regulatory regimes including GDPR. All customer data including telemetry data is considered highly sensitive and encrypted at rest and in transit.

Operational security

Configuration and change management standard: Supplier-defined controls
Configuration and change management approach: Configuration Management:

Inventory and Documentation: Inventory of all components and configurations including Baseline Configuration
Version Control: Track all changes to configurations/components through a centralized change management system.

Change Management:
Change Request Process: Change submission, review, approval, implementation, and verification stages.
Risk Assessment: Evaluate impact on service availability, performance, and security.
Security Impact Analysis: Analyse changes w.r.t security controls, access permissions, data integrity, confidentiality, and compliance requirements. Mitigate risks through appropriate controls.
Testing and Validation: Test / validate changes in development / staging environments before production deployment.
Change Approval and Authorization: Changes subject to formal approval and authorization by designated stakeholders.
Vulnerability management type: Supplier-defined controls
Vulnerability management approach: LoweConex vulnerability management process begins with continuous monitoring and assessment of potential threats to our services through various sources, including threat intelligence feeds, security advisories, and vulnerability databases. Upon identification, we prioritize vulnerabilities based on risk severity and exploitability. Patches are swiftly deployed following a structured testing and validation process in non-production environments. We leverage automated tools for patch deployment and employ rapid response protocols for critical vulnerabilities. Information about potential threats is sourced from reputable sources such as CERT/CC, NIST NVD, vendor advisories, and industry-specific threat intelligence providers.
Protective monitoring type: Supplier-defined controls
Protective monitoring approach: The LoweConex protective monitoring relies on real-time detection mechanisms, including intrusion detection systems, log analysis, and anomaly detection algorithms, to identify potential compromises. When a potential compromise is detected, our response is immediate, following predefined incident response procedures. This includes isolating affected systems, conducting forensic analysis, and notifying relevant stakeholders. Response times are rapid, with critical incidents addressed within minutes and non-critical incidents within hours. Our proactive approach includes continuous refinement of monitoring capabilities, regular security audits, and collaboration with external security experts to ensure swift and effective incident response.
Incident management type: Supplier-defined controls
Incident management approach: The LoweConex incident management processes are structured and proactive, with pre-defined procedures for common events outlined in our incident response plan. Users report incidents through multiple channels, including our dedicated support portal, email, and phone hotline. Upon receipt of an incident report, our team promptly assesses the situation, determines severity, and initiates appropriate response actions. We provide timely incident reports to affected users, detailing the nature of the incident, impact, actions taken, and any remediation measures. Continuous improvement is ensured through post-incident reviews, lessons learned sessions, and updates to our incident response playbook.

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

Fighting climate change

LoweConex, a groundbreaking product, is at the forefront of combating climate change by revolutionizing energy consumption reduction. Employing cutting-edge technology and innovative design, LoweConex offers multifaceted solutions to mitigate environmental impact.
At its core, LoweConex optimizes energy efficiency across various domains. Its intelligent systems and algorithms intelligently regulate energy usage, minimizing waste while maintaining optimal performance. Whether in residential, commercial, or industrial settings, LoweConex products excel in streamlining energy consumption, significantly reducing carbon emissions.
Moreover, LoweConex integrates seamlessly with renewable energy sources, such as solar and wind power. By harnessing clean energy, LoweConex not only decreases reliance on fossil fuels but also contributes to a greener energy ecosystem. This integration is pivotal in transitioning towards a sustainable future and combating climate change's adverse effects.
Beyond technology, LoweConex promotes behavioral changes and awareness. Through user-friendly interfaces and informative features, it educates consumers about their energy usage patterns and provides actionable insights for improvement. By empowering individuals and businesses to make informed decisions, LoweConex fosters a culture of sustainability, driving widespread adoption of energy-efficient practices.
Furthermore, LoweConex offers tangible economic benefits. By reducing energy bills, it delivers immediate cost savings to consumers and businesses. This financial incentive not only encourages adoption but also stimulates investment in renewable energy infrastructure, accelerating the transition to a low-carbon economy.
In summary, LoweConex is a game-changer in the fight against climate change. By enhancing energy efficiency, integrating renewable energy, promoting behavioral shifts, and delivering economic advantages, LoweConex embodies a comprehensive approach to reducing carbon emissions and building a more sustainable future for generations to come.

Pricing

Price: £2.82 to £13.89 a device a year
Discount for educational organisations: Yes
Free trial available: Yes
Description of free trial: Should the customer have an existing API we have integrated with we have, on occassion, offered a free trial for 4 - 6 weeks to demonstrate the value of our platform. Should the customer require hardware, installation or API development this is not feasible.

LoweConex - Energy Management System

Features

Benefits

Service documents

Framework

Service ID

Contact

Service scope

User support

Onboarding and offboarding

Using the service

Scaling

Analytics

Resellers

Staff security

Asset protection

Data importing and exporting

Data-in-transit protection

Availability and resilience

Identity and authentication

Audit information for users

Standards and certifications

Security governance

Operational security

Secure development

Public sector networks

Pricing

Service documents

Cookies on Digital Marketplace

LoweConex - Energy Management System

Features

Benefits

Pricing

Service documents

Framework

Service ID

Contact

Service scope

User support

Onboarding and offboarding

Using the service

Scaling

Analytics

Resellers

Staff security

Asset protection

Data importing and exporting

Data-in-transit protection

Availability and resilience

Identity and authentication

Audit information for users

Standards and certifications

Security governance

Operational security

Secure development

Public sector networks

Social Value

Pricing

Service documents