Carers Assessment. SaaS Product

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1 Carers Assessment SaaS Product Contact: Mark Sinclair Tel: P a g e

2 Quickheart s Carer Assessments for Young Carer OR Carer - evaluates the key factors important for sustainable support. Checking the Carer s individual circumstances, the support levels they provide and the impact this has on their lives. It then evaluates which support services would help the carer and provides signposts to services/providers. The process also includes preparation of a Contingency Plan. This is an ideal tool, not only for meeting the Care Act requirements but also for Councils to engage Carers via self-help to improve their quality of life, maximising sustainability and increasing commitment to community based support. Adaptions: For Councils wanting to allocate or calculate a support budget for Carers we can adapt the system to include that functionality. Integration: Can be integrated with Case Management Systems 2 P a g e

3 Technical Brief all Quickheart SaaS Products QUICKHEART S SAAS SERVICE Quickheart s products are offered on G-Cloud as SaaS (Software as a Service) where we make a system available over the internet for your users 24 x 365. The minimum contract period is one year at a fixed annual price for all users (citizens/staff/providers), with no usage or storage caps, covering all costs including license, hosting, back-ups, maintenance and support. Our hosting is handled by a specialist hosting company in a facility rated as Tier 3+, a level below Military. The data centre, therefore, offers exceptionally high security and availability. Equally the system is highly secure with mirrored infrastructure, continuous robo-copy to replica server, and full database back-ups run every night with mirror to off-site for LODC protection. Equally important to your service are availability and response times: We constantly monitor speed of server response which averages under ½ second and since installation the system has delivered 99.99% availability, with an SLA warranty of 99%. Our products implement a theming engine which allows any product to be branded to reflect your corporate Look & Feel (included in set-up fee) and allows client-specific layouts of particular pages if required. The products can be deployed to a URL of your choice. If a problem or query arises we have 24hr online fault reporting system and office hours telephone support. (System unavailable support is 24 x 7 by telephone). QUICKHEART TECHNOLOGY 1. Quickheart s products have been built, by us, on the industry standard Microsoft technology stack using some of the latest technologies available: C# ASP.Net Industry standard software development environment 3 P a g e

4 MVC Architecture - allows layers of functionality to be separated and reused by different products, user interfaces, devices on many platforms Industry standard APIs for integration with external systems Webservices, RESTFul, Xml, JSON; examples include PayPal, OLM Umbraco Content Management System an established (Microsoft, Peugeot, Heinz, Costa ),.Net, Open Source (Zero cost), Extensible - used as the base framework for many of our products SQL Server each client has their own dedicated database instance no clients application data exists on a shared database 2. Our infrastructure is designed for Security of Confidentiality & Integrity Every client has their own dedicated database instance (hosted on a separate database server) for User and LA information, this complete separation of data from the application server is another important layer of security/confidentiality. Every client has their own dedicated application instance. This allows upgraded versions to be targeted at single clients once they have approved such upgrades without affecting other clients functionality. Data Integrity has multiple layers of protection and system redundancy: dual firewalls, RAID discs, multiple levels of back-ups, off site back-up and virtual machine images for rapid reinstallations. 4 P a g e

5 Our Password security standard (default min 8 characters, with at least one capital letter and one number/symbol) can be configured by each client to meet their corporate requirements. Fully virtualized environment allows clients to have a dedicated application server configure to their requirements (should that be required). 5 P a g e

6 DETAILS OF THE LEVEL OF BACK-UP/RESTORE AND DISASTER RECOVERY THAT WILL BE PROVIDED: The system is fully virtualized (MS-Hyper-V) with machine images available to allow rapid re-installation of a virtual machine (or indeed the addition of new VMs as required). System back-ups are performed using a combined technique with the operating system, application software and application data all being backed up to support rapid bare metal recovery. A rolling back-up of the operating system file system and application software is transferred to a pre-configured duplicate server every 15 minutes. The application data is backed up by: 1. Native windows back-up to space on the same hardware. 2. This data is further backed-up to an external back-up cluster. 3. The back-up cluster, in turn, mirrors the backed up data, over the internet, to a second back-up cluster at a remote location thus providing off-site back-up. All back-ups are performed using encrypted links to encrypted back-up storage, and no data is ever visible outside the secured data centre. This combination of techniques allows a system to be rapidly recovered in case of failure, or for data to be easily recovered in case of application error or other failure. SQL mirroring/instant database failover support is available as an option. Virtual server cluster is hosted at Telehouse-East, Docklands tier 3 datacentre: climate controlled, fire-detection, physical security. The network infrastructure is fully redundant, with load balanced components such that components can be upgraded/replaced with no loss of service. ON-BOARDING AND OFF-BOARDING PROCESSES/SCOPE ETC.; On-boarding Whilst technically implementation can be done remotely, however simple the deployment Quickheart prefers face-to-face kick-off meetings to agree the Project Management plan, deliverables, responsibilities and time lines. As well as 6 P a g e

7 improving communications this facilitates an open Q&A session and helps to onboard the wider client team. For all on-boarding procedures a fully-functional UAT (User acceptance testing) site is made available with an option to base the initial live system on the finalized UAT system data prior to final sign-off. We also train-the-trainer/administrators. For more complex deployments we can offer a comprehensive range of onboarding processes: Bulk upload of authenticated user accounts. Data load/migration/harvesting/direct feeds. Provider on-boarding. DP, PB & IPB Marketing. Integration with back-office systems. Off-boarding Off-boarding is very straightforward: Relevant off-boarding data can be supplied as an extract in an appropriate format (as required). This includes anonymized operational and MI reporting data and, where permission has been given, personalized operational/mi data. Intellectual property All design, processes and content of the site with the exceptions of Service User data, Provider data, LA/third party images/photographs, are and shall remain the sole and exclusive property of Quickheart. SERVICE MANAGEMENT DETAILS; Access to a named member of Quickheart s team will be available 24/7/365 and the contact for the purposes of fault reporting for either servers or the Product will be a named member of staff with address and day/night telephone numbers provided. Reporting may also be undertaken on Quickheart Limited s dedicated support website at 7 P a g e

8 All servers and services shall be monitored by Quickheart for both system and server availability on a 24/365 basis, and automatic alerts shall be generated in the event of server or service loss which is detectable by remote polling. Such automatic alerts shall be actioned by Quickheart as required. In addition, the performance of the Products shall be monitored. SERVICE CONSTRAINTS (E.G. MAINTENANCE WINDOWS, LEVEL OF CUSTOMISATION PERMITTED, SCHEDULE FOR DEPRECATION OF FUNCTIONALITY/FEATURES ETC.); Planned system upgrades can be scheduled for out-of-hours to avoid user impact. Operating system updates are performed out-of-hours. Functionality is not deprecated but is made configurable such that new/old functions can be made available/unavailable as required with minimal impact. The software is highly configurable with : o o Theming to reflect corporate branding. A level of self-directed content management. o Configuration settings allowing : Functionality to be made available/unavailable as appropriate. Frequently updated details to be readily changed: contact details, addresses, external standard links, et al. Connections to 3 rd party systems, alternative single-sign on providers. o Role-based access to levels of functionality. 8 P a g e

9 SERVICE LEVELS (E.G. PERFORMANCE, AVAILABILITY, SUPPORT HOURS, SEVERITY DEFINITIONS ETC.); Performance Quickheart operate PRGT intuitive networking monitoring software to proactively ensure the highest levels of service are maintained: Rapid server response times. Availability 24 x 365. Loading doesn t peak to a level which impacts response times. Availability Our data centre has achieved 99.99% for Quickheart since installation over 4 years ago and our SLA is backed by a warranty on 99% availability. Support Hours Quickheart operate 24 x 365 support: Dedicated website for fault and issue reporting: Office hours: ( Mon to Fri excluding Bank Holidays). Out of hours for system unavailable: night telephone number. All issues are logged and progressed to completion. Severity Definitions The service levels for servers, hosting and hardware response times during working hours (08:00 to 18:00hrs Monday to Friday excluding Public Holidays) are provided in the table below. Ref Performance Indicator Response Fix P1 Priority Level: 1 full loss of service affecting 2 Hours 12 Hours 9 P a g e

10 multiple users with no immediate workaround available P2 Priority Level: 2 problems relating to one or more services affecting a large number of users or a particular location P3 Priority Level: 3 impacts on individual user using an essential service P4 Priority Level: 4 impacts on an individual user using a non-essential service 4 Hours 24 Hours 4 Hours 5 Days 4 Hours 10 Days Financial recompense model for not meeting service levels; If availability falls below Service Level Warranty of 99% across any calendar month we will issue a service credit worth 10% of a month s usages fees. TRAINING Our intuitive process designs makes learning easy and each of our product packages includes one day of on-site system training, train-thetrainer/administrators, which is backed up by free telephone support for those who we have trained for any future queries. ORDERING AND INVOICING PROCESS Products can be ordered by an accompanied by an official purchase order. We will send a copy of the completed contract by along with an invoice. The signed contract should be returned by post. Payment Terms: Usage & Set-up Fees payment in full within 30 days. 10 P a g e

11 Integration & Support charges invoiced 50% at commencement and 50% on delivery onto UAT server, with payment within 30 days. Any ongoing charges invoiced monthly with payment within 30 days. Termination terms: Client may terminate contract at any time without recompense. After receipt of termination notice Quickheart will deliver a proposed Exit Plan to achieve an orderly discontinuation: Agree date for removal of site from public access (minimum 5 working days). Delivery off-boarding data extract to customer within 30 days. Where appropriate Customer will notify providers, and registered users who have shared their data with Council, that site is being taken down. Where appropriate Quickheart will notify registered users who have not shared their data with Council, that site is being taken down. In line with DPA Quickheart will destroy all consumer data held on its systems. Data restoration / service migration; Data can be restored as per the back-up detailed above. In the event of Loss of Data Centre, we can migrate the Service to an alternative hosting location with suitable (Microsoft technology stack) server. CUSTOMER RESPONSIBILITIES Provide required artwork materials for style sheet to reflect Corporate Look & Feel. Providing suitably skilled staff to handle Council Administration roles. Creating/adapting local content when appropriate. Handling first level support with staff & citizen. 11 P a g e

12 TECHNICAL REQUIREMENTS (SERVICE DEPENDENCIES AND DETAILED TECHNICAL INTERFACES, E.G. CLIENT SIDE REQUIREMENTS, BANDWIDTH/LATENCY REQUIREMENTS ETC.); AND The service is fully hosted and requires no client side requirements (other than a modern web-browser). The websites are optimized such that normal residential/office bandwidth capacity is sufficient. Interfaces with third party system can be supplied based on standard open standards (Webservices, SOAP, RESTful, XML, JSON, FTP) as required. DETAILS OF ANY TRIAL SERVICE AVAILABLE Quickheart do not offer a trial service but we are very happy to visit your offices and demonstrate our systems, or have members of your team spend time at our offices understanding the products in greater detail. 12 P a g e