Switchee

Switchee Empower - Portal & SaaS copy

Switchee Empower provides a higher level service to Switchee Enhance; with the addition of customised insight reports, bespoke Use Case Project Management & Enablement, Damp & Mould Triage & Recommendations Report and access for senior leaders & exec to speaking slots & thought leadership,

Features

• Digital Messaging for Residents
• Appointment Scheduling
• Gathering of environmental information on Properties
• Generation of Insights per Property
• Alert Subscriptions for Risks for Underheating, Overheating, Damp and Mould
• Capture and processing of Boiler Status and Fault Codes
• Remote Heating Profiles / Restriction
• Preventing property damage
• Monitoring, Reporting and Alerting Healthy Living Conditions

Benefits

• Allow Landlords to message Residents directly with high response rates
• Undertake preventative maintenance empowered through remote diagnostics
• Automatically schedule maintenance when property is accessible
• Increase efficiency of maintenance & operations teams
• Provide real-time data rich information for landlord applications
• Pro Active Early Intervention for properties at risk
• Improve energy efficiency and reduce Resident's bills
• Data Driven Validation of Interventions eg retrofitting
• Remote, unobtrusive ongoing monitoring without costly visits
• Real time Data to mitigate disrepair claims

£56 to £66 a unit a year

• 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 nick.davies@switchee.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

944766452290908

Contact

Nick Davies
0207 043 2310
nick.davies@switchee.com

Service scope

• Software add-on or extension: No
• Cloud deployment model: Public cloud
• Service constraints: The service is continuous. The availability level for Switchee cloud services is defined in the Switchee Support Policy (available upon request). The target for availability of all of the Switchee Cloud Services in any given 12 month period is >99% .; Availability is tracked and reviewed on an ongoing basis. Switchee endeavours to ensure that any maintenance that would impact availability is scheduled outside of business hours. Switchee’s infrastructure is designed to auto-scale as load increases, using serverless design patterns.
• System requirements:
  • Accessible through industry standard devices (PCs, laptops, SmartPhones...)
  • Accessible through industry standard browsers (Chrome, Edge, Safari..)
  • Accessible through standard API protocols

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: The service desk is available for Customers, Installers and Residents for both Switchee Device and Switchee Cloud Service issues or queries by phone, SMS, email and web chat from the Switchee website. Switchee’s Service Desk is available from 9:00 to 18:00, Monday to Friday excluding English public holidays. ; ; Each incident will be assigned a priority and dealt with by Switchee acting reasonably in accordance with the following priority levels and service target response times : ; Business Critical - 1 Working Hour; Major Operational - 2 working hours; Minor Operational - 1 business day; Non-Operational - 2 business days
• 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), 7 days a week
• Web chat support accessibility standard: WCAG 2.1 AA or EN 301 549
• Web chat accessibility testing: Our WebChat uses Zendesk who test their product with all the common assistive technology providers.
• Onsite support: Yes, at extra cost
• Support levels: Our support services are customised for each of our different user types. For our landlord clients, we provide a live chat function whilst they are on the cloud dashboard if they need help. Support with the dashboard for our customers is a part of the product we provide. For the residents using the thermostat, we provide phone and email support alongside live chat and private message submission on our website if they visit it. This does not cost anything to the residents. Installers who install our thermostat also receive phone and email support free of charge. We have cloud support engineers who assist with cloud related problems from our housing associations and technical support agents who help residents & installers with any problems they having with the thermostat and the other equipment in their heating system.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Onboarding is provided as part of our customer success journey.; ; For new clients, we establish the key stakeholders and through online meetings, workshops we establish most suitable media methods and tailor training to suit. This can be a combination of documentation, video guides and workshops.; ; For existing clients we offer refresher training , and toolbox talks aimed at technical and customer facing teams. ; ; We can by prior agreement offer onsite training, in line with our professional service costs.
• Service documentation: Yes
• Documentation formats:
  • ODF
  • PDF
• End-of-contract data extraction: Landlords can extract all their data through our API or ask our Customer Success team to do it for them. The data can be provided in any common accessible standard like CSV.
• End-of-contract process: An annual reoccurring support fee provides access to the Switchee Client portal, applications, API and data. At the end of the contracted period, unless renewed, access will cease. The customer data will be removed from the Switchee system.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
• Application to install: Yes
• Compatible operating systems:
  • Android
  • IOS
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: The Client Portal is designed to be used as a browser-based solution only. The same data is also available through out API. ; ; The Installer Applications are designed for desktop PCs, laptops, tablets and SmartPhones. There is no difference between the mobile and desktop service.; ; The Resident Applications are designed for mobile devices only and is published on the Apple Store and Google Play Store.
• Service interface: Yes
• User support accessibility: WCAG 2.1 AA or EN 301 549
• Description of service interface: The service interface allows the client to add and remove users and change access levels. The client can also add and remove devices and reset devices remotely or message them.
• Accessibility standards: None or don’t know
• Description of accessibility: The service interface is screen reader compatible and simple to use.
• Accessibility testing: We have tested the interface with common screen readers.
• API: Yes
• What users can and can't do using the API: The Switchee API is RESTful in style and is designed in a modular fashion. We use OAuth 2.0 infrastructure for secure session authentication. ; ; We provide detailed API docs for developers in OpenApi Spec format. This includes our current endpoints plus matching data structures. ; ; End Users (with relevant permissions) can create their own API credentials , full documentation and guide is provided to convert the Client_Id and Client_Secret into a base64 authorisation token. ; ; Overall the API currently covers the following:; -Property info: address, Switchee ID, customer property ref (both reading and writing it); - Daily insights: Mould Risk, Fuel Poverty, Heat Stroke Risk, Heat Loss Rate (available per property and in bulk for all properties in one go); - Daily averages: daily average room temp, daily average room humidity, total hours heating and hot water use, max target temperature, max “feels like” temperature. ; ; The API extracts are not customisable, however dependant on the integration destination it may be possible to filter the relevant data required.
• API documentation: Yes
• API documentation formats:
  • Open API (also known as Swagger)
  • ODF
  • PDF
• API sandbox or test environment: Yes
• Customisation available: No

Scaling

• Independence of resources: The services are operated on very large scalable public clouds where additional resource is automatically assigned in response to varying demand.

Analytics

• Service usage metrics: Yes
• Metrics types: The Switchee Portal shows all the connected devices and the specific and aggregated data they are generating. Switchee are able to share Portal login and usage information with authorised users if requested.
• Reporting types:
  • Real-time dashboards
  • Reports on request

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Up to Baseline Personnel Security Standard (BPSS)

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations: European Economic Area (EEA)
• User control over data storage and processing locations: No
• 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 CHECK service provider
• Protecting data at rest: Physical access control, complying with CSA CCM v3.0
• 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: Authorised clients can request to have data from their Switchee devices exported to a secure place in the portal where they can download it. The data comes in the format of an encrypted CSV / Excel. Clients can also ask for the same service from their Customer Success Team member. The data is also available to export using our API.
• Data export formats:
  • CSV
  • ODF
• Data import formats:
  • CSV
  • ODF

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: Switchee support is covered by the Switchee Support Policy. Switchee will endeavour to provide 99% uptime on the Switchee platform. We commit that we will respond to any landlord, installer or resident query within four working hours and our typical response times are under an hour.
• Approach to resilience: We ensure resilience by hosting our services on a proven, world class cloud providers (AWS) that meet the highest data center security, compliance and resilience standards and certifications. We design our services to take advantage of redundancies at the machine, data-centre and regional levels.
• Outage reporting: There are no outage alerts on the systems we provide for our users but there is the live chat function to allow quick reporting of any difficulty they are experiencing / having.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Username or password
• Access restrictions in management interfaces and support channels: The Switchee cloud access is limited to Switchee employees who login with MFA and username/password over TLS V1.2 encrypted links
• 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: 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: No
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• 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: No
• Security governance approach: The Switchee Security Team performs regular threat and vulnerability reviews of our service. We independently Penetration Test our services. Ongoing assessment and mitigation of potential vulnerabilities is performed through service risk assessment activities. This assessment is performed in addition to the enterprise-level risk assessment process used to identify and manage risks presented to the business as a whole. This process also takes regulatory and environmental risks into consideration.
• Information security policies and processes: Switchee has a security governance framework that underlies and directs our approach to security and privacy. Accountability for security and privacy policy is clearly defined, including an appointed Data Protection Officer with overall responsibility for this area. Key stakeholders from across the business are brought together regularly to ensure that execution stays in line with overall policy.; ; Key policies within this framework include:; ; -Switchee Cyber Security Policy; -Switchee Data and Systems Access Agreement; -Switchee Data Breach Policy; -Switchee Support Policy (defines service levels etc); ; Switchee is compliant with the following accreditations and frameworks: Cyber Essentials, ICO (ZA151077) Legitimate Interest, Your Data Matters signatory, GDPR compliant.; ; Every employee at Switchee is trained in and signs up to adhere to our information security policy. Training is repeated every six months in person and tested annually. Employees who fail the tests are provided with more training. The policy outlines an escalation procedure for any threats or breaches immediately to board level.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Switchee cloud applications are built on Platform as a Service (PaaS) resources within AWS. This allows us to leverage the underlying platform, infrastructure and security management best practices provided, which include patch management. ; ; Switchee smart thermostats are remotely upgradeable and Switchee manages firmware updates for all Switchee devices in the field, rolling out updates as required for all devices covered by a valid Software and Services Agreement.; ; All Switchee employee devices are enrolled in our device management platform, which enforces compliance to our patch policy.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Switchee assesses the potential threats to our service on a monthly basis. Identifed risk are then triaged by the vulnerability triage group into fix, acknowledge or investigate. Issues to fix are prioritised and patches for priority fix issues are issued within a two week sprint cycle.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: We activity monitor the usage of our services to identify potential compromises. Incidents are assessed and escalated immediately.
• Incident management type: Supplier-defined controls
• Incident management approach: Switchee uses a custom version ITIL v4 for incident management.

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
  • Wellbeing

  Fighting climate change

  Fighting climate change; Switchee is a B-Corp Company and CHAS Social Value certified. Our values support the reduction in C02 emissions, both through our solutions and services. For example, we offer a remote first approach for all our service delivery, to minimise our carbon footprint through travel. Packaging for our devices (not part of this framework) has been reduced by 25%, resulting in a reduction in our scope 1 emissions. Our solution supports fighting climate change through: Switchee Smart Heating controls provide residents with the ability to reduce energy consumption by up to 17%. Furthermore, property insights aid landlords target those residents who would benefit from advice and support to ensure : ; - Homes are not overheated ; - Education on maintaining comfort levels whilst using more efficient heating patterns; - Landlords can use real time data as part of strategic asset management to help prioritise homes that may benefit from decarbonisation and net zero retrofit, and validate the effectiveness of those measures.

  Tackling economic inequality

  Tackling economic inequality; Switchee is a B-Corp Company and CHAS Social Value certified. We offer all employees: ; - Secure work ; - Work from home opportunity ; - A flexible working policy ; - Pay above London Living Wage ; - Engagement and voice - we run quarterly engagement surveys and offer feedback surveys on a variety of other processes in the business such as onboarding, socials and events. ; - Direct recruitment, taking care of candidate experience, reducing bias and maintaining high standards for all recruitment metrics ; -People management - we train all managers in the business in Switchee’s Leadership Philosophy and provide ongoing playbooks and guidance throughout. Our manager to employee ratio is 1:3. ; - Health and wellbeing - we have a Mental Health and Wellbeing policy, 20% of the employees are qualified MHFAs and we provide fully subsidised Psychological Counselling services to employees. ; - Resources for employers - we share our philosophies publicly via our careers site to inspire more employers to provide excellent people experience in their companies as well. ; ; In addition, our solution works towards tackling economic inequality. Switchee devices do not rely on residents having access to wifi, they operate using GSM networks and thus provide residents with smart, modern touch screen ways to control their heating regardless of their economic circumstances. The digital messaging capability has been expanded to provide ways of sending fuel vouchers directly to the device, offering them a way of accessing energy, at times when they are most in need.

  Wellbeing

  Wellbeing; Switchee is a B-Corp Company and CHAS Social Value certified. We offer all employees: ; - Secure work ; - Work from home opportunity ; - A flexible working policy ; - Pay above London Living Wage ; - Engagement and voice - we run quarterly engagement surveys and offer feedback surveys on a variety of other processes in the business such as onboarding, socials and events. ; - Direct recruitment, taking care of candidate experience, reducing bias and maintaining high standards for all recruitment metrics ; -People management - we train all managers in the business in Switchee’s Leadership Philosophy and provide ongoing playbooks and guidance throughout. Our manager to employee ratio is 1:3. ; - Health and wellbeing - we have a Mental Health and Wellbeing policy, 20% of the employees are qualified MHFAs and we provide fully subsidised Psychological Counselling services to employees. ; - Resources for employers - we share our philosophies publicly via our careers site to inspire more employers to provide excellent people experience in their companies as well. ; ; In addition our solution works towards tackling wellbeing: Digital connectivity - providing two way messaging through the client portal directly to the device. Early identification and alert for those residents who's health may be compromised through the risk of underheating (fuel poverty), overheating, or where the property conditions are such that the risk of damp and mould is prevalent. Having early insight to these risks, landlords can take proactive early action to provide triage and support where they may not have otherwise been aware.

Pricing

• Price: £56 to £66 a unit a year
• Discount for educational organisations: No
• Free trial available: Yes
• Description of free trial: We can offer a demonstration sandbox environment with typical data so a client can see the information they are likely to receive and test the features.

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 nick.davies@switchee.com. Tell them what format you need. It will help if you say what assistive technology you use.