Built Intelligence Ltd

ReachBack Enterprise Social Network Platform

ReachBack is a collaborative community help desk. It provides an environment to build a library of high-quality questions from users with answers delivered and curated by experts in their field.


  • A web-based community, internal or externally facing
  • Questions and Answers collated and curated by users and experts
  • Compatible with mobiles, tablets and desktop computers
  • Can integrate with existing systems and authentication services
  • Analytics allow you to monitor community activity and engagement
  • Submissions can be moderated to ensure quality of generated content
  • Modular architecture allows extension and customisation of the system
  • Look and feel are customisable to fit with your branding


  • Promote knowledge sharing within your organisation
  • Capture solutions to commonly experienced problems
  • Leverage skills and expertise within your organisation
  • Encourage openness and a collaborative attitude internally
  • Demonstrate your expertise and engage with customers externally
  • Improve knowledge retention within your organisation


£5 to £45 per user per month

  • Education pricing available
  • Free trial available

Service documents


G-Cloud 11

Service ID

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


Built Intelligence Ltd

Chris Corr

0117 214 0890


Service scope

Service scope
Software add-on or extension No
Cloud deployment model Public cloud
Service constraints All non-critical software updates occur outside normal office hours, usually between 9pm and 12am, all users will be warned on login about any impending updates. Critical maintenance may happen during office hours but this will happen if there is a functional issue with the system to all users. Online support is available via help pages, FAQ sections and training information.

For private/internal instances of ReachBack the client will need to supply details of the appropriate Private cloud service for hosting.
System requirements
  • Internet Access (minimum 128kbps)
  • Internet Browser (Latest version Internet Explorer/Edge, Firefox, Safari, Chrome etc)

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Support is email based and within UK office hours 9:00am to 5:00pm.

We aim to respond within 1 working hour.
User can manage status and priority of support tickets Yes
Online ticketing support accessibility WCAG 2.1 AA or EN 301 549
Phone support Yes
Phone support availability 9 to 5 (UK time), Monday to Friday
Web chat support Yes, at an extra cost
Web chat support availability 9 to 5 (UK time), Monday to Friday
Web chat support accessibility standard WCAG 2.1 AA or EN 301 549
Web chat accessibility testing We have not currently carried out any testing of assistive technology solutions with our web chat system but are waiting for confirmation from our supplier that this has been carried out.
Onsite support Yes, at extra cost
Support levels We provide telephone and email support free of charge to all our customers, on-site support requirements are negotiated on a per customer basis and charged at our standard day rate.
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started We provide an initial consultancy service where we identify key stakeholders and contributors within your organisation. We can then train appropriate individuals in the management and support of the system and also provide general support on an ongoing basis.

The system is extensively documented and has its own support community.
Service documentation Yes
Documentation formats HTML
End-of-contract data extraction System data is stored as a MySQL database and as such can be exported and manipulated very easily into any suitable format using any modern database administration tool.
End-of-contract process We can provide a data export of the system as part of our service. Any further assistance with data migration is costed on a per project basis according to our standard day rate.

We retain customer data for 30 days as standard.

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 10
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
  • Opera
Application to install No
Designed for use on mobile devices Yes
Differences between the mobile and desktop service For standard users, functionality on the mobile version of the service is largely the same as that of the desktop version. There may be alteration to the layout and behaviour of certainly elements of the system functionality.

Administrative users may require the use of a desktop to access all of the functionality available to them.
Service interface Yes
Description of service interface The service offers a fully RESTful API with complete CRUD access to system data models.

Access to the API is provide through the use of an access token which needs to be issued to the service accessing the API externally.
Accessibility standards WCAG 2.1 AAA
Accessibility testing The system has been tested by third parties to ensure adherence to the proper standards.
What users can and can't do using the API The service offers a fully RESTful API with complete CRUD access to system data models.

Access to the API is provide through the use of an access token which needs to be issued to the service accessing the API externally.
API documentation Yes
API documentation formats HTML
API sandbox or test environment Yes
Customisation available Yes
Description of customisation The system can be configured and customised to a limited extent via the backend administration system.

Further to this, the system is fully themeable and can be extended through the use of the modular plugin architecture.


Independence of resources Our choice of cloud hosting provider allows us to scale the hosting infrastructure according to site traffic with very little notice.

In addition, larger scale changes in system capacity can be provided for by moving to a load-balanced distributed architecture.


Service usage metrics Yes
Metrics types The system provide basic back end usage metrics, there is also the option of integrating with 3rd party web metrics services.
Reporting types Real-time dashboards


Supplier type Not a reseller

Staff security

Staff security
Staff security clearance Other security clearance
Government security clearance None

Asset protection

Asset protection
Knowledge of data storage and processing locations Yes
Data storage and processing locations
  • United Kingdom
  • European Economic Area (EEA)
  • EU-US Privacy Shield agreement locations
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 once a year
Penetration testing approach In-house
Protecting data at rest Physical access control, complying with another standard
Data sanitisation process Yes
Data sanitisation type Deleted data can’t be directly accessed
Equipment disposal approach A third-party destruction service

Data importing and exporting

Data importing and exporting
Data export approach We can provide a data export of the system as part of our service. Any further assistance with data migration is costed on a per project basis according to our standard day rate.
Data export formats
  • CSV
  • Other
Other data export formats MySQL
Data import formats
  • CSV
  • Other
Other data import formats MySQL

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 We contractually guarantee 99.5% availability apart from for scheduled maintenance downtime which are carried out outside normal working hours.

Any failures to meet this level of availability will result in service credits awarded to to the customer.
Approach to resilience Available on request.
Outage reporting We have a 3rd party monitoring service in place on top of the standard monitoring offered by our cloud hosting supplier. It provides a dashboard, API and alerts via SMS and email.

Clients will be made aware of any unplanned outages via email alerts, within one working hour (Mon-Fri, 9am to 5pm). Any planned maintenance will be alerted to users via their dashboard no later than 24 hours before the scheduled start.

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Username or password
Access restrictions in management interfaces and support channels Access to the management console of the application is managed through the application itself and can be further limited via a 3rd party authentication service to include limits such as IP, location and use of a hardware key or multi-factor authentication app.
Access restriction testing frequency At least once a year
Management access authentication
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Username or password

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 contact the support team to get 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 No
ISO 28000:2007 certification No
CSA STAR certification No
PCI certification No
Other security certifications No

Security governance

Security governance
Named board-level person responsible for service security Yes
Security governance certified Yes
Security governance standards Other
Other security governance standards We take information security very seriously and understand how important it is to our clients. Our choice of infrastructure and software tools reflect this. We are accredited under the Cyber Essentials Scheme (http://www.cyberessentials.org).
Information security policies and processes We are implementing GDPR best practice and training staff to ensure compliance.

Operational security

Operational security
Configuration and change management standard Supplier-defined controls
Configuration and change management approach All of our code is managed using a Version Control System and changes are tracked via a ticketing system where we prioritise and manage tickets.

Any updates to the production environment are tested prior to deployment to live using a dedicated test environment.

All hosting environments include incremental backups which supports both short term and long term roll back of the code and database.
Vulnerability management type Supplier-defined controls
Vulnerability management approach We monitor 3rd party vendors of each of the system components for the latest software updates and security patches.

Our cloud hosting provider offers security monitoring of infrastructure and application behaviour as standard.

All account credentials are managed via an encrypted system access to which is limited to the appropriate staff.
Protective monitoring type Supplier-defined controls
Protective monitoring approach On top of the standard monitoring services offered buy our cloud hosting provider we also include a 3rd party monitoring service which reports on system level issues and events.

We also employ a distributed network availability monitoring tool which providers alerts on the availability of the various services from multiple locations across the internet.
Incident management type Supplier-defined controls
Incident management approach Any incidents are first tracked by our ticketing system and then if required, escalated to our technical team.

All progress and feedback is managed through our ticket system and followed up until the issue is confirmed resolved by the client.

Secure development

Secure development
Approach to secure software development best practice Supplier-defined process

Public sector networks

Public sector networks
Connection to public sector networks Yes
Connected networks Public Services Network (PSN)


Price £5 to £45 per user per month
Discount for educational organisations Yes
Free trial available Yes
Description of free trial We can offer a 'sandbox' version of the service containing dummy data should this be required for evaluation purposes.

It will contain a single working instance of the system but won't include any customer data or bespoke functionality.

Service documents

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