Cirrus

Cirrus Real Time Customer Experience

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Features

  • Solicit customer feedback via SMS, email or within IVR
  • Easily set up surveys and deliver dynamically to customers
  • See customer feedback in Cirrus Insight Portal
  • Engage customers with real-time survey invitations
  • Report on CSat feedback in near-real time
  • Transform the customer experience through clear insights

Benefits

  • Effortlessly engage clients to solicit their CSat feedback
  • Objective results gained by automatic invitation not by agents
  • Complete choice of channels – voice/SMS/email
  • Feedback from customers displayed in the Cirrus Insight Portal
  • Clear insights drives customer experience transformation
  • Fully integrated solution – no data silos
  • Simple set up - easily capture voice of the customer

Pricing

£250 per instance per month

Service documents

G-Cloud 9

115366010093402

Cirrus

Sales

0333 103 3440

sales@cirrusresponse.com

Service scope

Service scope
Service constraints No
System requirements
  • Business grade internet connection
  • Internet browser

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Our standard business hours are 8:30am to 5:30pm, Monday to Friday (excluding bank holidays). Requests can be submitted via phone or email, as outlined in the Cirrus Ticket Logging section of the Service Definition document accompanying this listing. The team will endeavour to answer the call within 3 rings (9 seconds), and our email service level is 95% of emails responded to within 3 hours during business hours. All calls are recorded for training and monitoring purposes.

Cirrus services are supported 24 hours a day, 365 days a year for all service faults.
User can manage status and priority of support tickets Yes
Online ticketing support accessibility WCAG 2.0 AA or EN 301 549
Phone support Yes
Phone support availability 24 hours, 7 days a week
Web chat support Web chat
Web chat support availability 9 to 5 (UK time), Monday to Friday
Web chat support accessibility standard WCAG 2.0 A
Web chat accessibility testing Cirrus has a number of existing customers with users who require assistive technology.
Onsite support Yes, at extra cost
Support levels Cirrus services are supported 24 hours a day, 365 days a year for all service faults.

For day to day support there are 3 levels of support customers can opt for;
• Fully Managed Service - 24/7
• Fully Managed Service – Business Hours
• 2nd Line Support – Business Hours.

Pricing is provided under the Cirrus Support Services for G Cloud 9 Service Listing.

You will be assigned a Service Delivery Manager, details of this can be found within the Service Definition document accompanying this listing.
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started We provide a fully managed implementation service designed to migrate customers from legacy solutions to Cirrus. We have a unique training and knowledge transfer process, '30, 60, 90'. You can find more details in our Service Definition document accompanying this listing.
Service documentation Yes
Documentation formats
  • HTML
  • PDF
End-of-contract data extraction The customer will need to extract any customer generated statistics from the platform, all recordings not already transferred over to the customer will be transferred VIA SFTP to a nominated location. There is a per GB cost for the transfer, please refer to your pricing calculator for the transfer costs, Cirrus will confirm the file size once notice has been received.

All remaining customer data will be destroyed following a 28 day data extraction period.
End-of-contract process Cirrus provides a simple and quick exit process for customers. Additional costs are related to data extraction, if there are any remaining call recordings on the Cirrus platform.

Customers can give notice in accordance with the terms in the contract.

Using the service

Using the service
Web browser interface Yes
Using the web interface Full self-service management portal, allowing users to set up and control their services in real time.
Web interface accessibility standard WCAG 2.0 A
Web interface accessibility testing Cirrus has a number of existing customers with users who require assistive technology.
API No
Command line interface No

Scaling

Scaling
Scaling available Yes
Scaling type
  • Automatic
  • Manual
Independence of resources Capacity is managed and customers are prevented from consuming an onerous amount of resource
Usage notifications Yes
Usage reporting
  • Email
  • SMS
  • Other

Analytics

Analytics
Infrastructure or application metrics Yes
Metrics types
  • HTTP request and response status
  • Network
  • Number of active instances
  • Other
Other metrics Full event and web logs
Reporting types
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

Resellers
Supplier type Not a reseller

Staff security

Staff security
Staff security clearance Conforms to BS7858:2012
Government security clearance Up to Security Clearance (SC)

Asset protection

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 No
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 SSAE-16 / ISAE 3402
Data sanitisation process Yes
Data sanitisation type Hardware containing data is completely destroyed
Equipment disposal approach Complying with a recognised standard, for example CSA CCM v.30, CAS (Sanitisation) or ISO/IEC 27001

Backup and recovery

Backup and recovery
Backup and recovery Yes
What’s backed up All service elements
Backup controls Cirrus controls all back-ups. Data is replicated across our 3 datacentres at speeds of as little as 0.1 seconds.
Datacentre setup Multiple datacentres with disaster recovery
Scheduling backups Supplier controls the whole backup schedule
Backup recovery Users can recover backups themselves, for example through a web interface

Data-in-transit protection

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

Availability and resilience
Guaranteed availability 99.999%. We have a service level agreement in place and a service credit regime in the event that we do not meet or surpass or uptime metrics. You can find details of this in the Service Definition document accompanying this listing.
Approach to resilience We have described our cloud architecture and how we set it up to achieve maximum resiliency for all of our customers in the Service Definition document accompanying this listing.
Outage reporting Dashboards, Email, SMS and Voice IVR alerts where the circumstance require.

Identity and authentication

Identity and authentication
User authentication
  • 2-factor authentication
  • Username or password
Access restrictions in management interfaces and support channels Cirrus administers roles based access for all of our services.
Access restriction testing frequency At least every 6 months
Management access authentication
  • 2-factor authentication
  • Username or password
Devices users manage the service through Directly from any device which may also be used for normal business (for example web browsing or viewing external email)

Audit information for users

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 At least 12 months
Access to supplier activity audit information Users have access to real-time audit information
How long supplier audit data is stored for At least 12 months
How long system logs are stored for At least 12 months

Standards and certifications

Standards and certifications
ISO/IEC 27001 certification Yes
Who accredited the ISO/IEC 27001 QMS International Ltd
ISO/IEC 27001 accreditation date 23/08/2016
What the ISO/IEC 27001 doesn’t cover Cirrus has implemented the following in relation to ISO27001:
1. Understanding business information security requirements and the need to establish policy and objectives for information security
2. Implementing and operating controls in the context of managing the Company’s overall business risk
3. Monitoring and reviewing the performance and effectiveness of the ISMS
4. Continual improvement based on objective measures
5. Communicate throughout the Company the importance of meeting all relevant statutory and regulatory requirements specifically related to its business activities
6. Ensuring that adequate resources are determined and provided to monitor and maintain the ISMS.
ISO 28000:2007 certification No
CSA STAR certification No
PCI certification Yes
Who accredited the PCI DSS certification 7safe
PCI DSS accreditation date 14/09/2016
What the PCI DSS doesn’t cover The following high-level controls are specified by the PCI DSS; responsibility is shown for each control within the Cirrus platform (Cirrus or Customer)
1. Install and maintain a firewall configuration to protect cardholder data. Responsibility: Cirrus
2. Do not use vendor-supplied defaults for system passwords and other security parameters. Responsibility: Cirrus
3. Protect stored cardholder data. Responsibility: Cirrus (note: Cirrus does not store cardholder data within its platform)
4. Encrypt transmission of cardholder data across open, public networks. Responsibility: Cirrus
5. Protect all systems against malware and regularly update antivirus software or programs. Responsibility: Cirrus
6. Develop and maintain secure systems and applications.
Responsibility: Customer and Cirrus
Note: If the customer has developed their own software applications which are part of their PCI scope then it is their responsibility.
7. Restrict access to cardholder data by business need to know. Responsibility: Cirrus
8. Identify and authenticate access to system components. Responsibility: Cirrus
9. Restrict physical access to cardholder data. Responsibility: Cirrus
10. Track and monitor all access to network resources and cardholder data. Responsibility: Cirrus
11. Regularly test security systems and processes. Responsibility: Cirrus
12. Maintain a policy that addresses information security for all personnel. Responsibility: Cirrus and Customer.
Other security accreditations No

Security governance

Security governance
Named board-level person responsible for service security Yes
Security governance accreditation Yes
Security governance standards ISO/IEC 27001
Information security policies and processes We are ISO 27001 accredited and we have information security policies and processes in place across the organisation. Our reporting structure is as follows;
1. The Directors have approved all processes and policies
2. Overall responsibility for Information Security rests with the ISMS Manager
3. 5. All employees or agents acting on the Company’s behalf have a duty to safeguard assets, including locations, hardware, software, systems or information, in their care and to report any suspected breach in security without delay, direct to the Operations Director and/or the ISMS Manager.

Operational security

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 The configuration management processes are part of the overall Service Asset and Configuration Management process. Our Configuration Items (CIs) include hardware, software, people and formal documentation and the relevant information is managed throughout the lifecycle. The processes for doing this are clearly documented, for example Change Control processes.
Vulnerability management type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach The Cirrus network is monitored by Zabbix and PRTG software which collects various statistics from servers, applications, and devices.

• External vulnerability scans (frequency)
Quarterly

• Internal vulnerability scans
Yes

• External Penetration Test (frequency)
Quarterly. Penetration testing is conducted on the network perimeter and infrastructure, and websites used to host, process or transmit client Data.

• Internal Penetration Test
Yes

Our database is monitored and reviewed to determine required security related patches.

We use an industry accredited Anti-Virus, updates are minimum once daily.
Protective monitoring type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach The service is monitored 24 hours a day. Any potential compromises are immediately alerted via email and SMS to the security team. Response time and rates are specific to the nature of the potential compromise, for example, a user failing authentication 3 times in under 5 minutes would be treated differently to a user failing authentication 50 times in under 60 seconds.
Incident management type Supplier-defined controls
Incident management approach Cirrus has standard incident management procedures in place to ensure that we are able to restore a service as quickly as possible and to minimise adverse impact on business operations. Customers are able to raise an incident or service request by telephone or email. Queries to Cirrus Support are logged as cases within our support system and categorised according to Priority. Customers receive incident reports via email.

Secure development

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)

Separation between users

Separation between users
Virtualisation technology used to keep applications and users sharing the same infrastructure apart Yes
Who implements virtualisation Supplier
Virtualisation technologies used Other
Other virtualisation technology used Proprietary
How shared infrastructure is kept separate The services are provided via a strict hierarchy, governing access levels, which keeps organisations apart.

Energy efficiency

Energy efficiency
Energy-efficient datacentres Yes

Pricing

Pricing
Price £250 per instance per month
Discount for educational organisations No
Free trial available No

Documents

Documents
Pricing document View uploaded document
Service definition document View uploaded document
Terms and conditions document View uploaded document
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