ARETEANS TECHNOLOGY SOLUTIONS UK LTD

Pega Cloud (Software as a Service) - Implementation of Pega cloud solutions as a service

Areteans, a Global Elite Pega partner excels in implementation of fully managed Pega cloud platform solutions built on Pega Infinity and Pega’s Strategic Business Applications. Pega's low code cloud based software platform offers Customer Engagement and Intelligent Digital Process Automation (DPA),Pega Government Platform (PGP), CRM and Real time Interaction management

Features

  • Reduce carbon foot print proactively with CZERO application for Government
  • Digital transformation using dynamic case management, BPM and Rules Engine
  • Unifying data, automate processes and enabling better customer experiences
  • Best-in-class process automation, work management and workforce intelligence
  • End to end robotic automation reducing cost and improving service
  • Real time, omni-channel Artificial Intelligence using context sensitive decisioning
  • Pega’s single-tenant hosting, flexibility for cloud choice deployment
  • Automated AI debt management , smart disputes and collections process
  • Industry leading CRM for 1-1 citizen engagement through multiple channels.
  • #1 unified agile platform with journey centric, model-driven, low-code configuration

Benefits

  • Ability to deliver higher quality, lower cost, more reliable solutions
  • Easily integrates into legacy estates, process orchestration
  • Accelerate the rapid enterprise modernization using low code platform
  • Optimised end-to-end customer journeys experienced through AI and robotics.
  • Connecting and orchestrating work from distributed applications across your enterprise.
  • Deliver applications faster than coding, faster time to market
  • Dashboards and reports to monitor KPIs, manage work and SLAs
  • Government software and framework to engage citizens & modernize processes.

Pricing

£30.00 to £90.00 a user a month

Service documents

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 jatin.patel@areteanstech.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 13

Service ID

9 5 6 1 4 2 3 4 0 8 7 2 1 8 3

Contact

ARETEANS TECHNOLOGY SOLUTIONS UK LTD Mr. Jatin Patel
Telephone: +44 7738 310 951
Email: jatin.patel@areteanstech.com

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
Pega Live Data provides a data virtualization layer so you can quickly and easily define the data models required to build your applications and how they’re connected to any back-end systems. You can then access that data on-demand in your live application without re-configuring where the data is stored
Cloud deployment model
  • Public cloud
  • Private cloud
Service constraints
There are no service constraints. Areteans will leverage Pega Cloud as platform to service to G-Cloud Customers and can be deployed in the Amazon EU-Ireland / UK Region. Within this geographic zone Pega Cloud environments are deployed into multiple availability zones. Environments will have the following further resiliency services applied:
• Backups of all environments on an ongoing basis
• Synchronous multi-availability zone database replication and load balancing services within stipulated SLA's.
Production environments are provided with a 99.95% availability SLA. Pega cloud provides purpose-built infrastructure dedicated to that customer within a dedicated VPC
System requirements
  • Secured network connectivity to access the Pega cloud environment
  • Latest Pega cloud software licenses, Pega cloud services (VPCs, Subnets)
  • A dedicated (single-tenant) virtual private cloud for each customer.
  • Networking and security services supporting integration with back office systems
  • Optimized application servers, OS and database environment for Pega
  • Updates for Pega Platform, infrastructure patching and system maintenance.
  • Database management services, deployment tools and monitoring tools
  • VPN Gateways, Load Balancers, NAT Gateway, Internet Gateway
  • Development, Testing and Staging and Production Enviroments

User support

Email or online ticketing support
Email or online ticketing
Support response times
Areteans along with Pegasystems’ Global Customer Support (GCS) is dedicated to keeping your Pega products up and running effectively. Pega offers two maintenance plans for its customers through its Global Customer Support Group: Standard and Premium.
If L2/L3 is unable to resolve the issue, it is sent to the enhancement team and the break-fix is applied to production environment.
Severity 1 : Direct communication with the client within 15 minutes of the Support Case being submitted by the client by telephone for premium customers.
Areteans and customers will mutually agree before SLA's are finalized.
User can manage status and priority of support tickets
Yes
Online ticketing support accessibility
WCAG 2.1 A
Phone support
Yes
Phone support availability
24 hours, 7 days a week
Web chat support
No
Onsite support
No
Support levels
For clients who have licensed Pega Cloud Services and/or Pega Cloud for Government, in addition to the assistance such as Problems encountered during application development, Issues encountered during standard use or testing, Environmental issues, Installation, upgrade, or migration problems, including performance and configuration problems with the product provides the following:

• 24 x 7 x 365 monitoring and management of production services, which includes monitoring and management for database, environment, and network
• L1, L2, L3 and L4 support
• Security monitoring and management
• Service maintenance and upgrades, including patches and updates for security, infrastructure, operating system, and Pega applications
• Disaster Recovery service
• Database backup and restore
• Threat and vulnerability testing
• Root cause analysis for Severity 1 events
There are situations where the support team is not the appropriate group to provide assistance.
Pega Cloud Subscriptions include Pega Premium Support. Please refer to https://docs.pega.com/learning-about-pega-cloud-services/monitoring-your-pega-cloud-services-environments for more details
Support available to third parties
Yes

Onboarding and offboarding

Getting started
Areteans works with Pegasystems to be able to provide its customers with a comprehensive package of support made up of two principle components.

1) Enablement
2) Implementation Services.

Enablement is provide through a combination of computer based and class room training, which can be delivered on site. Client staff are able to take part in a variety of learning paths focused on different roles and confirm their progress through industry recognized certifications. Areteans also provides implementation or consulting services in support of a clients delivery efforts so that, particularly in the early stages of a project, they have the technical skills needed to deliver the project.

Pega is of course also fully documented, the software is delivered with full online help but in addition clients have access to the PDN (Pega Discovery Network), a web based community of Pega professionals. This is an invaluable resource to most projects containing a huge catalogue of documentation and providing opportunities for cross industry and country collaboration
Service documentation
Yes
Documentation formats
  • HTML
  • PDF
End-of-contract data extraction
Clients have two options the first of which is to extract the data from Pega’s working database. Pega’s cloud offering utilises a standard relational database making this a relatively simple task.

The second approach is to never hold such data in Pega in the first place. Where a client requires this approach Pega will support the use of data separation techniques to allow the client to maintain their data in a data store of their choice
End-of-contract process
Areteans and Pega Cloud will support the customer in removing their applications and data. This process will be completed within 14 days of contract termination or as per agreed terms

Using the service

Web browser interface
Yes
Supported browsers
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
Application to install
No
Designed for use on mobile devices
Yes
Differences between the mobile and desktop service
Applications built on Pega platform automatically render to fit to the size of screen of the device that they are being used on. They are built requiring no additional modifications. Applications built on Pega are 8 x quicker to deploy on mobile than Java Enterprise built applications.
Service interface
Yes
User support accessibility
WCAG 2.1 A
Description of service interface
Pega has been shown to comply with UK public sector and wider international accessibility standards in a number of UK public sector organizations and many international ones, both in the US (Watson Institute), Australia and on continental Europe. Pega offers flexible application configuration so that the accessibility standards that a client chooses are really simply design and configuration decisions within the product. In this way Pega is successfully able to work within the accessibility requirements of most organisations, whatever they may be.
Accessibility standards
WCAG 2.1 A
Accessibility testing
Pega supports users by continuously integrating the W3C Web Accessibility Initiative (WAI) standards into the architecture of applications that you develop in Pega Platform. As a consequence, Pega Platform applications include accessibility features by default, which comply with most of the Accessibility standard by default. The Pega solution will support all key considerations such as (i) Color Contrast (ii) Text resize (iii) Clear link and button text (iv) Enabling completion of all tasks using keyboard (v) Error identification
API
Yes
What users can and can't do using the API
The Pega API allows users to trigger the execution of Pega rules from 3rd party applications and systems. Every capability of the Pega application platform is contained within rules and so clients have access to any capability that they have configured within their rule sets. In addition to an API, Pega rules can also be exposed as web services if a client finds that more convenient. In either case business login and functions contained within rules of all different types can be called from external 3rd party applications.
API documentation
Yes
API documentation formats
HTML
API sandbox or test environment
Yes
Customisation available
Yes
Description of customisation
As pega is a low code application which allows users to make model level modifications to meet the customer requirements
Based on the workflows applications can be customized
on the role and persona even business users can use the app studio feature of pega to build end-to-end workflows
Using the industry specific frameworks provided by pega most of the business scenarios can be achieved any specific use cases can be customized at the implementation level.

Scaling

Independence of resources
Pega's cloud-powered by AWS provides a fully managed cloud platform to accelerate innovation across Financial Services, Healthcare, Government, Manufacturing, and beyond. Pega cloud offers single tenant environment. This model delivers the application in isolation from other clients sharing the cloud. Pega Cloud Services is designed to provide optimal performance and uptime to customers .Pega’s proprietary auto-scaling methodology to add cloud nodes when needed to ensure continued performance and availability

Analytics

Service usage metrics
Yes
Metrics types
Pega includes a wealth of service metric reporting functions. The software includes a series of 'out of the box' reports and through Pega Report Creator customized reports can be built and deployed for individual or scheduled, repeated use. Reports can be viewed 'real time' via a browser or can be scheduled to be sent to individual or group e-mail addresses as PDF or excel attachments.
A report wizard provides assisted hints and automatically takes you through the steps required to create custom reports. Further, an ad-hoc report, once created, can be saved as a template for further re-use

Resellers

Supplier type
Not a reseller

Staff security

Staff security clearance
Other security clearance
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
No
Datacentre security standards
Managed by a third party
Penetration testing frequency
At least once a year
Penetration testing approach
Another external penetration testing organisation
Protecting data at rest
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Physical access control, complying with another standard
  • Encryption of all physical media
Data sanitisation process
No
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
Pega takes a completely open approach to data export allowing clients to utilise a variety of data export techniques ranging from file generation to formats such as Excel, delimited and pdf to REST and SOAP web service integration. Database integrations are also fully supported enabling clients to share data via JDBC connections and Pega’s BIX (Business Intelligence Exchange) data transfer capability. The fundamental point is that Pega will support a client in their data export needs using whatever technique the client would prefer.
Data export formats
  • CSV
  • ODF
  • Other
Other data export formats
  • Excel
  • PDF
  • Word
  • Tab
  • XML
Data import formats
  • CSV
  • ODF
  • Other
Other data import formats
  • Excel
  • XML
  • Tab

Data-in-transit protection

Data protection between buyer and supplier networks
  • Private network or public sector network
  • 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
Pega Cloud provides services that are available to the customer and their end users 24x7x365 .Pega Cloud Production Subscriptions include a 99.95% availability SLA with 10% Service Credits available for failure to meet the SLA in a given month. Please refer to https://docs.pega.com/system-availability-pega-cloud-services-subscriptions for more details on SLAs
Approach to resilience
Available on request
Outage reporting
The Pega Cloud Service Desk will communicate directly with any customers experiencing an outage via phone and E-Mail .
The Pega Cloud Subscription provides a fully managed cloud service platform running Pega Infinity and Pega’s Strategic Business Applications as-a-Service. Pega owns and manages Pega Cloud Services, and provides clients with global and regional support models for 24x7 operations, security and monitoring to support the most demanding enterprise applications. Pega has devoted years of significant engineering to provide a complete ecosystem to run clients’ mission-critical Pega workloads.

Identity and authentication

User authentication needed
Yes
User authentication
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)
  • Dedicated link (for example VPN)
  • Username or password
  • Other
Other user authentication
Authentication and authorisation of users is the responsibility of the customer. Pega supports multiple external identity providers as well as SSO
Access restrictions in management interfaces and support channels
With Pega cloud customers can secure the application by creating the organization and user structures to limit access to the application. Customers can configure groups and roles and create operator IDs for users who can perform tasks by using the application, based on their access, group, and role. Pega operates on a 'best practice' basis operating in line with industry standard.
For more details please refer to https://docs.pega.com/pega-cloud/cloud/application-security
Access restriction testing frequency
At least once a year
Management access authentication
  • 2-factor authentication
  • Username or password
  • Other
Description of management access authentication
Authentication and authorisation of users is the responsibility of the customer. Pega supports multiple external identity providers as well as SSO.

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
At least 12 months

Standards and certifications

ISO/IEC 27001 certification
Yes
Who accredited the ISO/IEC 27001
Global Management Certifications Services Pvt Ltd
ISO/IEC 27001 accreditation date
10/04/2021
What the ISO/IEC 27001 doesn’t cover
N/A
ISO 28000:2007 certification
No
CSA STAR certification
No
PCI certification
No
Cyber essentials
No
Cyber essentials plus
No
Other security certifications
Yes
Any other security certifications
  • SOC 2 Type 2 report from an independent audit firm
  • ISO 9001: 2015
  • ISO 27001 : 2013

Security governance

Named board-level person responsible for service security
Yes
Security governance certified
Yes
Security governance standards
  • ISO/IEC 27001
  • Other
Other security governance standards
Pega Cloud has a Written Information Security Program (WISP) reviewed annually. The Pega Cloud WISP meets the requirements of NIST Special Publication 800-53, Revision 4. Pega is ISO/IEC 27001:2013 (“ISO 27001”) certified for information security management supporting infrastructure and services.
Information security policies and processes
SOC 2 Type 2 report from an independent audit firm.
Pega Cloud meets the requirements of the HIPAA/HITECH regulations.
EU-U.S. and Swiss-U.S. Privacy Shield Frameworks
Pega Cloud for Government has achieved FedRAMP compliance.
Meets accessibility requirements outlined by VPAT, Section 508 standards.
Pega has Cyber Essentials accreditation.

Operational security

Configuration and change management standard
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Configuration and change management approach
Pegasystems is responsible for managing all changes to the Pega Cloud environments, which includes the underlying cloud infrastructure, as well as patches and upgrades to Pega-licensed products. Client changes to applications that are layered on top are the client's responsibility. Client-built applications must conform to established Pega Platform best practices and Guardrail Compliance instructions that are posted on Pega Community and provided in the Pega Platform Dev Studio. Please refer to
https://docs.pega.com/pega-cloud-subscription-documentation/change-management-pega-cloud-services
Vulnerability management type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach
Pega and the client are both responsible for security in Pega Cloud for Government (PCFG):
The Client is responsible for the security of, and access to, the client Application.
Pegasystems is responsible for the security of the client environments at the infrastructure level.
Please refer to https://docs.pega.com/pega-cloud-government-subscription-documentation/security-standards-pega-cloud-government for details
Protective monitoring type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach
Pega Predictive Diagnostic Cloud™ (PDC) provides you with tools for closely monitoring and precisely assessing your Pega Platform™ performance. By using the knowledge of the areas that need improvement, you can thoroughly investigate and effectively deal with unexpected or unwanted behavior of your system. Please refer to
https://docs.pega.com/pega-predictive-diagnostic-cloud/pega-predictive-diagnostic-cloud
Incident management type
Conforms to a recognised standard, for example, CSA CCM v3.0 or ISO/IEC 27035:2011 or SSAE-16 / ISAE 3402
Incident management approach
Pegasystems works to resolve incidents that affect the Pega Cloud network and client environments. Pegasystems is committed to client satisfaction by being proactive and working to continually improve the following areas:

Preventive safeguards in Pega Cloud environments
Reduction of incident occurrences
Incident response and resolution

Please refer to https://docs.pega.com/pega-cloud-services-subscription-documentation/incident-response-and-management-pega-cloud-services for more details

Secure development

Approach to secure software development best practice
Conforms to a recognised standard, but self-assessed

Public sector networks

Connection to public sector networks
No

Social Value

Fighting climate change

Fighting climate change

Areteans is part of the Omnicom (NYSE: OMC) portfolio and a premier Pega agency of the group providing 100% Pega focused consulting and implementation services. Areteans being part of the larger group adheres to the group’s carbon reduction plans and getting started in the sustainability drives by creating pragmatic baseline emissions calculations. We are setting up realistic sustainability goals to align with Omnicom Group’s goals. We are also striving to achieve to go towards net zero in near future. cZero: We are introducing carbon reduction capability for our customer to drive greater maturity and reduction in their footprint through our applications built on Pega.Please refer to https://areteanstech.com/reducing-carbon-footprint/ for more details
Covid-19 recovery

Covid-19 recovery

Yes, Areteans has a formal Business Continuity and disaster recovery Planning and the plan is intended to enable a quick and smooth restoration of operations after a disruptive event llike Covid - 19. It includes business impact analysis, where each critical business function has been reviewed to determine the maximum allowable downtime before causing significant degradation to Areteans business operations. Covid -19 recovery plan includes testing, awareness, training, and maintenance. The plan also defines actions to be taken before, during, and after an incident, disaster or any unforeseen situations e.g Covid -19, emergency situations like war and natural calamities. E.g., When Covid-19 pandemic broke out, Areteans made sure to support all of its clients across the globe through our recovery strategies. We not only provided the requisite number of resources, but we also ran high-speed sprints with appropriate contingency planning to ensure that we support client’s deadlines and commitment to business without any slippage throughout the pandemic.
Tackling economic inequality

Tackling economic inequality

Yes,Areteans has specific policies related to this area: Equal Employment Opportunity & Diversity Policy, Global Code of Conduct & Ethics Policy, Environment Policy and Human Rights & Equality Policy. Our hiring and talent management approach is fully aligned to our stated policy of addressing economic inequality. The policies are aligned to the local need and local regulation for the markets we have presence in As an example, in one of our market, we have recently partnered with WithYouWithMe to enhance the employability prospects of veterans after their service, while providing tangible benefits to the local economy through effective training and digital skills. The partnership is designed to build-up a talented pool of digitally trained professionals that will provide a valuable contribution to a modern economy
Equal opportunity

Equal opportunity

We aim to create an environment in which individual contributions and that of all team members are recognized and valued. We ensure that training, development, and career progression opportunities available to all the employees. All employees, no matter whether they are part-time, full-time, individual contractor, on probation are treated fairly and equally with respect and given equal access to training and development opportunities. All employees are given help and encouragement to develop their full potential and utilize their unique talents. Therefore, the skills and resources of our organization are fully utilized, and we eventually maximize the efficiency of our whole workforce.
Wellbeing

Wellbeing

Areteans recognizes that it has a responsibility to the well being of the employees and is committed to providing and maintaining a healthy and safe working environment with a view to continuous improvement .We aim to create an environment in which individual contributions and that of all team members are recognized and valued. We ensure that training, development, and career progression opportunities available to all the employees. All employees, no matter whether they are part-time, full-time, individual contractor, on probation are treated fairly and equally with respect and given equal access to training and development opportunities. We have occupational health and safety policy that provides guidelines for establishing and implementing wellness programs that reduces workplace hazards , protect health and promote employee health. All employees are given help and encouragement to develop their full potential and utilize their unique talents. Therefore, the skills and resources of our organization are fully utilized, and we eventually maximize the efficiency of our whole workforce. We are pursuing multiple initiatives to for enriched work-life balances for our employees. Example - No internal call on Friday, Mental health awareness, Employee assistance program, Work place Ergonomics, Flexible working model for Post-Covid return to office programs to encourage collaboration and assist in the transition process.

Pricing

Price
£30.00 to £90.00 a user a month
Discount for educational organisations
No
Free trial available
Yes
Description of free trial
A free 30 day trial is available for Pega Platform and Customer Service. Pega Platform allows quick and easy building of applications via visual-driven rapid development with no coding using App Studio. With AI-guided interactions, Pega Customer Service can cut through service complexity for an improved overall customer experience.
Link to free trial
https://www.pega.com/products/try-now

Service documents

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 jatin.patel@areteanstech.com. Tell them what format you need. It will help if you say what assistive technology you use.