inicioAutomate Cloud Robotic Process Automation (RPA) & Intelligent Automation (IA) platform

Service scope

Software add-on or extension: Yes
What software services is the service an extension to: BPM, ERP, ITSM, CRM and multiple Clinical Systems such as EMR and EHR.
Cloud deployment model: Public cloud
Service constraints: Consumption of our Cloud Service requires site to site VPN establishment.
System requirements: Site to Site VPN

User support

Email or online ticketing support: Email or online ticketing
Support response times: Priority 1 Response within one hour. inicio will use Continuous Effort, within Service Hours, to resolve the Fault within 12 Service Hours.

Priority 2 Response within four hours. Fault resolved by the end of the following three Business Days.

Priority 3 Response within one Business Day. Bug fix scheduled for the next available release.

Priority 4 inicio shall consider such issues or requests in the light of other Customer requirements and will advise what action will be taken to address the issue.
User can manage status and priority of support tickets: Yes
Online ticketing support accessibility: None or don’t know
Phone support: No
Web chat support: Web chat
Web chat support availability: 9 to 5 (UK time), Monday to Friday
Web chat support accessibility standard: None or don’t know
How the web chat support is accessible: Via creation of a support ticket.
Web chat accessibility testing: None
Onsite support: Yes, at extra cost
Support levels: Inicio customers are supported by all in-house resources. Production Support is included in the annual license for no additional fee.

Production Support: All customers have access to our full database of online troubleshooting and training resources and can open cases
using the customer web portal. It includes authorisation for up to 10 contacts to open support tickets and guaranteed email support during normal business hours for the country of purchase.

For urgent issues (P1), our support staff will respond within one hour. You will also receive access to our online support resources and community forums.

Business Critical Support: This is designed to meet the needs of customers who have deployed mission-critical automations, guaranteeing 24x7 support and availability and prompt response time and resolutions. In addition to quarterly meetings and regular reviews of support cases, you will benefit from a designated support team who will be familiar with the specifics of your deployment and can quickly provide customised support to ensure that you are receiving the maximum benefit and success from your investment.
Support available to third parties: Yes

Onboarding and offboarding

Getting started: As part of our standardised approach to onboarding clients onto inicioAutomate, we provide sessions either virtual or in-person on the following "Introduction to Digital Workforce", "Automation Process Candidates", and "Strategic Automation Roadmap".

There is also available information as part of the inicio knowledge support that is an optional package. This includes available online courses on Product Induction, Foundation and more, plus support from our inhouse automation experts to be called off in 2 hour blocks.

inicioAutomate also provides a customer forum and knowledge base to encourage collaboration, support and idea sharing.
Service documentation: Yes
Documentation formats: HTML

PDF

Other
Other documentation formats: Searchable Knowledgebase accessible via internet using web browser.

Online Customer forum accessible via internet using web browser.
End-of-contract data extraction: InicioAutomate does not pertain or archive data used by automations during processing. Audit logs are exportable as .CSV Automation process designs are exportable as XML based export formats.
End-of-contract process: InicioAutomate is hosted in Azure. At the end of any contract term, the Client’s subscription within the inicioAutomate tenant will be deleted and Microsoft Azure will handle the secure deletion of data. For this reason, we advise against the storage of data on the platform.

In addition, all backups will be deleted once they exceed the configured retention period. Any configuration information of logs requests will be shared at the end of the contract. Access to support services and updates ceases on end of contract.

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: No
Service interface: Yes
User support accessibility: None or don’t know
Description of service interface: InicioAutomate features are securely accessed via Web Browser based applications or, in the case of some administrative tasks, remote client applications assessed via secure Remote Desktop Connection
Accessibility standards: None or don’t know
Description of accessibility: Inicio is committed to making all software accessible for users. The following functionality is available: - Keyboard navigation (Movement of existing stages within the design canvas, Zooming in/out on the design canvas) - Configurable text sizing and colour (Adjustable font size for all stage text, Adjustable text colour of text in design studio canvas) Within our Hub application, user interfaces provide larger fonts by default and interfaces that can be tabbed through more easily for more effective keyboard navigation.
Accessibility testing: Our user interfaces have been designed to be intuitive and easy to use. The component library that we utilize to build our browser-based interfaces is being constantly enhanced based on user feedback and improving accessibility toward recogniSed guidelines (such as WCAG 2.1 AA) is part of our ongoing product roadmap. inicio are committed to making our technology as accessible as possible, and it’s our ambition to expand the number of accessibility features as we continue to deliver future updates to our browser-based products.
API: Yes
What users can and can't do using the API: Inicio can expose any object or process via SOAP/REST requests to enable external applications to call automations, and can interact with existing applications and services API in various manners, including a built in REST capability.

inicioAutomate digital workers are not limited to interacting with target applications via the GUI, and can also interact via API.

inicio provides access to an online "marketplace" of prebuilt API integrations; these cover a variety of intelligent automation skills (learning, vision, problem solving, collaboration, planning & sequencing, and knowledge & insight) and enable drag-and-drop integration into ML/AI APIs offered by the likes of Google, Amazon, Microsoft, and even custom-built solutions.
API documentation: Yes
API documentation formats: HTML

PDF
API sandbox or test environment: No
Customisation available: Yes
Description of customisation: InicioAutomate allows appropriately permissioned users to create custom automations suitable to the buyers needs as well as provide a host of administrative and operational functions to configure the environment specifically to the buyers needs.

Examples include (but are not limited to) - Custom Process Discovery, Capture and Design - User/Group/Role configuration - Configure Operational and Business reporting - Environment Configuration and Management, the platform provides a variety of methods to do this suitable to the role and needs of the users or groups involved.

Scaling

Independence of resources: InicioAutomate is provisioned to our customers on AWS or Azure to provide a unlimited scalability and performance regardless of customer demand, growth or operational pattern. inicio's operations team monitor the solution continuously to proactively manage and resolve any service issues.

Analytics

Service usage metrics: Yes
Metrics types: Inicio provides a number of secure and auditable options for reporting metrics, KPIs and analytics.

Dashboard: An information dashboard is presented to each user. Its configurable and enables users to define and present graphical reports that are relevant to their role.

System MI: Provides the capability to analyse process execution data and return valuable insights regarding the process. The output can take various forms including XLS, DOCX, PDF, CSV, etc and external BI tools

In process reporting: It is possible to use automation processes themselves to generate reports allowing the automatic generation of relevant information.
Reporting types: API access

Real-time dashboards

Regular reports

Resellers

Supplier type: Reseller providing extra support
Organisation whose services are being resold: Blue Prism

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
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 every 6 months
Penetration testing approach: Another external penetration testing organisation
Protecting data at rest: Physical access control, complying with CSA CCM v3.0

Physical access control, complying with SSAE-16 / ISAE 3402

Physical access control, complying with another standard

Encryption of all physical media

Scale, obfuscating techniques, or data storage sharding
Data sanitisation process: Yes
Data sanitisation type: Explicit overwriting of storage before reallocation

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: Appropriately permissioned users can export log and process data via Secure Remote Desktop connection to the platform. inicioAutomate Automations can also provide data exports as part of their operation in a number of formats and delivery mechanisms (such as as operational reports via email)
Data export formats: CSV

Other
Data import formats: CSV

Other
Other data import formats: XML

Tab Delimited

Excel

PDF

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: Service Level Standard inicioCloud Services will be available to Customer for normal use no less than 99.9% of the Scheduled Uptime.

Calculation a. (Actual Uptime / Scheduled Uptime) * 100 = Percentage Uptime (as calculated by rounding to the second decimal point) Performance Credit

a. Where Percentage Uptime is equal to or greater than 99.9%, no service credit will be due to Customer.
b. Where Percentage Uptime is less than 99.9%, Customer shall be due a service credit.
c. The service credit shall be in the amount of 5% of the monthly subscription fee (if the subscription fee is invoiced annually, the monthly fee is calculated by dividing the annual fee by twelve; the service credit is as calculated on a monthly basis for the
reporting month).
d. The service credit shall increase by a further 5% for each full 1% reduction in Percentage Uptime, up to a maximum of 15%.
Approach to resilience: InicioAutomate is designed, architected, delivered and managed as Enterprise class applications. Further information on exactly how this is achieved is available on request.
Outage reporting: Inicio provide access to a service status page as well as proactive service notifications via email to nominated customer contacts.

inicio solutions provide various web based UI's to allow appropriately permissioned users to monitor, alert and resolve service outages as they occur.

inicioAutomate Automations themselves can be configured to provide any technical or business notifications during operation, via any channel (email, web page, API call, pdf report, etc) to allow bespoke service outage, issue or exception reporting during processing.

Identity and authentication

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

Public key authentication (including by TLS client certificate)

Limited access network (for example PSN)

Dedicated link (for example VPN)

Username or password

Other
Other user authentication: Other forms of authentication utilised by inicio includes secure key
card applications used extensively by the NHS, DoD, etc.
Access restrictions in management interfaces and support channels: InicioAutomate provides detailed software security features that
enable a secure environment and methodology. These mechanisms
result in the only Enterprise RPA platform that can withstand increasing
regulatory compliance and non-repudiation requirements. • Centrally
managed user access control, limiting access to named individuals only
• Role based access according to the principle of least privilege • Multi-
Factor security, such that no individual can make changes without
secondary approval • A complete retrospective audit/changelog of all
activity • Segregation of environments with separate controls governing
each • Infrastructural security
Access restriction testing frequency: At least every 6 months
Management access authentication: 2-factor authentication

Public key authentication (including by TLS client certificate)

Dedicated link (for example VPN)

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: Yes
Who accredited the ISO/IEC 27001: BSI
ISO/IEC 27001 accreditation date: 12/07/2021
What the ISO/IEC 27001 doesn’t cover: N/A
ISO 28000:2007 certification: No
CSA STAR certification: No
PCI certification: No
Cyber essentials: Yes
Cyber essentials plus: No
Other security certifications: Yes
Any other security certifications: SOC2 (Type II)

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: In compliance with its ISO27001 and FedRAMP obligations, inicio conducts annual risk assessments and maintains disaster recovery/COOP plans to ensure continued functionality in the event of an emergency. Compliance is tracked a number of ways; Human Resources tracks employee compliance with required training, IT tracks employee compliance with hardware and software policies, and independent third-party audits are conducted annually to ensure compliance with ISO27001.

Operational security

Configuration and change management standard: Supplier-defined controls
Configuration and change management approach: InicioAutomate offers an integrated Release Manager which applies structure, governance, and control to the Change and Release Management processes.

Release Manager controls the promotion of automations between environments as well as ensuring that this process is only carried out by authorised users, with all actions fully audited. Every time a package is created or edited, this is recorded in the audit trail.

Customers with particularly strict information assurance requirements may have different Release Managers for each environment so that, for example, one user can create and export a Release from the Development environment
Vulnerability management type: Supplier-defined controls
Vulnerability management approach: For every new platform release we perform penetration testing and vulnerability testing. We remediate High and Medium issues before releasing to customers. We also utilise a vulnerability management solution (Qualys) as part of our platform agents to feed into our Security, Information and Event Management (SIEM) solution.
Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach: Inicio operates a comprehensive protective monitoring process across its services and internal operations. In the interests of security, further details on these practices are available on request. To date, all threats are identified and mitigated in our operations before they become an issue.
Incident management type: Supplier-defined controls
Incident management approach: Under inicio's ISO/IEC 27001:2013 compliant ISMS, every single
security Incident is logged, tracked, managed, and resolved under a
documented process. inicio operates a no-blame policy ensuring
that all issues are immediately reported and the Incident Management
process is initiated at point of reporting. inicio has a
comprehensive IS strategy and documented policies across a number
of areas such as employee vetting, etc. Security and Vulnerability
Assessments are carried out periodically which validate the
appropriateness of controls which are in place and these include input
validation and sanitisation; authentication and access control; audit; and
management of sensitive information.

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: Yes
Connected networks: Public Services Network (PSN)

Police National Network (PNN)

NHS Network (N3)

Scottish Wide Area Network (SWAN)

Health and Social Care Network (HSCN)

Social Value

Covid-19 recovery
Wellbeing

Covid-19 recovery

inicioAutomate is highly versatile and applicable to an infinite number of processes.
We have particular expertise in automating processes associated with the delivery of elective recovery.
From referral management to triage to pre op assessment processes, clinical prioritisation and more.
By creating a robust suite of digital workers and organisation is able to increase productivity, work through backlog without the need to employ more staff , costly outsourcing or incure premium payrates for weekend working. Digital workers do not take annual leave, sick leave they can work weekends bank holidays and nights increasing with savings across workforce time and finance by as much as 30%

Wellbeing

Automation provides a suite of digital workers to replace or augment human workforce. Reducing error rate and improving role satisfaction of staff by removing the high volume manual administrative tasks.

Releasing staff to upskill and add value to other roles in an organisation which imporves wellbeing of staff, retention rates and mitigates vacancy rate

Pricing

Price: £8,886 to £27,353 a licence a year
Discount for educational organisations: Yes
Free trial available: No

inicioAutomate Cloud Robotic Process Automation (RPA) & Intelligent Automation (IA) platform

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

inicioAutomate Cloud Robotic Process Automation (RPA) & Intelligent Automation (IA) platform

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