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For IG and IT Teams

What are the key features of the platform?

  • Cloud based platform for agency shift requesting and fulfilment.

  • Single location for Organisations to advertise shifts to all agencies on selected framework.

  • Real time candidate selection tool from agencies.

  • Candidate approval process.

  • Real time data analytics.

  • Audit trails and customisable Admin access.

What are the SLAs for user support?

  • Email and online ticketing support, with response times of 30 minutes on weekdays and 60 minutes on weekends.

  • Phone support available 9-5 (UK time), 7 days a week.

  • Webchat and instant messaging (WCAG 2.1 AA or EN 301 549).

What are the system requirements for the platform?

  • Web Browser compatible and designed for mobile and desktop usage with no install required.

    • Internet Explorer 8

    • Internet Explorer 9

    • Internet Explorer 10

    • Internet Explorer 11

    • Microsoft Edge

    • Firefox

    • Chrome

    • Safari 9+

    • Opera

Can data be exported?

  • Yes, all shift and staff data can be exported from the Patchwork Hub. Use the filters on the top left-hand side to filter the view to the data that you require, then select ‘Export’ from the top right-hand corner. This will generate a CSV Excel file that will be sent directly to your email inbox.

What is the availability and resilience of the platform?

  • Our server provider guarantees 99.99% network up-time.

  • Our business model is based on shift fulfilment so users would not pay for the service during the unlikely scenario of server downtime.

  • In the rare instance of an outage, we would provide email and telephone alerts to all affected users. Account managers would provide onsite support.

What authentication requirements are needed to access the platform?

  • Username & Password required to access the solution. This needs to be reset at least every 6 months.

  • Patchwork has a full set of user-based permissions to grant appropriate access to users, IE managers, administrators and agencies.

What audit information is available?

  • All edits made to shift details, rate escalations, sign-off requests, and payroll approval are captured in individual shift audit trails.

  • All edits made to staff profiles are captured on the Hub and accessible via individual staff modals.

What standards and certifications are in place for the platform?

  • ISO/IEC 27001 certified, accredited by EY CertifyPoint, accredited by IAF member the Dutch Accreditation Council. Accreditation is held by the suppliers.

  • CSA STAR certified at Level 3, AWS aligned accreditation to ISO 27001:2013 certification.

  • PCI certified by AWS assessment conducted by Coalfire Systems Inc.