Piwik PRO Sp. z o.o.

Enterprise Analytics and Digital Marketing Tools

Piwik PRO offers an enterprise marketing suite built to meet the needs of data-sensitive organisations requiring full privacy compliance and 100% data ownership. Piwik PRO enables actionable insights across the enterprise, Intranet Analytics, Tag Management, CDP, GDPR Consent Management Tools & Personalisation - whilst ensuring compliance with privacy regulations.

Features

  • Real time analytics
  • Customer experience management
  • Audience segmentation
  • Customer Data Platform
  • Personalisation
  • Intranet / Sharepoint Analytics
  • Tag Management
  • On Prem & Cloud Hosting
  • GDPR Consent Management
  • Web analytics

Benefits

  • User journey analysis
  • Manage multiple third party tags from one platform
  • Personalise user experience
  • Create custom audience segments
  • Deep analytics across web, mobile and intranet
  • Ensure GDPR & Privacy Compliance
  • Self hosted enterprise analytics
  • Customer Data Platform to build and segment audiences

Pricing

£10000 per licence per year

  • Education pricing available
  • Free trial available

Service documents

G-Cloud 10

129399992873862

Piwik PRO Sp. z o.o.

Abdul Ahmed

+44 2033182881

a.ahmed@piwik.pro

Service scope

Service scope
Service constraints No.
System requirements
  • Specific hardware requirements if On Prem
  • Cloud based version standard SAAS

User support

User support
Email or online ticketing support Email or online ticketing
Support response times We have a dedicated customer success team assigned to customers. Questions answered within a day.
User can manage status and priority of support tickets Yes
Online ticketing support accessibility None or don’t know
Phone support Yes
Phone support availability 9 to 5 (UK time), Monday to Friday
Web chat support No
Onsite support Yes, at extra cost
Support levels Silver - standard
Gold
Platinum

Silver - Critical Issues 1 Day (Mon-Fri)
Gold - 16 Hours (24/7)
Platinum - 8 Hours (24/7)

Non-critical Issues Best Effort < 8 days < 4 Days

Technical account manager and product management provided remotely
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started Dedicated customer success team
Onboarding team
Online training
Online documentation
User documentation
Service documentation Yes
Documentation formats
  • HTML
  • PDF
End-of-contract data extraction All data is stored in either on prem or cloud ( Azure ). Data can be downloaded by users via CSV etc
End-of-contract process Customers can either renew or leave if they wish after the initial 12 month contract period.

Training, support and customer success are included as standard throughout duration of engagement.

Using the service

Using the service
Web browser interface No
API No
Command line interface No

Scaling

Scaling
Scaling available Yes
Scaling type Manual
Independence of resources Cloud hosted solution on Azure, For high-performance and/or high-availability environments, you will need to set up Piwik PRO on multiple servers. Our usual setup includes data collection, data storage, and data processing servers. Tweaking Piwik PRO’s configuration, as per your requirements and approval, is also included.

All On-Premises plans over 10M actions per month include a multi-server infrastructure.

*For On-Premises plans with under 10M actions per month, a multi-server infrastructure is only available with an upgrade.
Usage notifications Yes
Usage reporting
  • Email
  • Other

Analytics

Analytics
Infrastructure or application metrics Yes
Metrics types
  • CPU
  • Number of active instances
Reporting types
  • Real-time dashboards
  • Regular reports

Resellers

Resellers
Supplier type Not a reseller

Staff security

Staff security
Staff security clearance Other security clearance
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 European Economic Area (EEA)
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 In-house
Protecting data at rest Physical access control, complying with another standard
Data sanitisation process Yes
Data sanitisation type Explicit overwriting of storage before reallocation
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
Backup controls Users can work directly with our customer success and product team
Datacentre setup Multiple datacentres with disaster recovery
Scheduling backups Users contact the support team to schedule backups
Backup recovery Users contact the support team

Data-in-transit protection

Data-in-transit protection
Data protection between buyer and supplier networks Private network or public sector network
Data protection within supplier network TLS (version 1.2 or above)

Availability and resilience

Availability and resilience
Guaranteed availability Depending on level of support chosen:
-Silver: critical: 1 day Mon-Fri, non-critical: best effort
-Gold: critical: 16h 24/7, non-critical: max. 8 days
-Platinum: 8h 24/7, non-critical: max 4 days

Excerpt from our agreement:
5.1. Piwik PRO will use commercially reasonable efforts to make Hosting available with the applicable Monthly Uptime Percentage (as set forth below) during any applicable billing cycle (the “Service Commitment”). In the event Hosting does not meet the Service Commitment, you will be eligible to receive a Service Credit as described below.

Monthly Uptime Percentage is less than 99.0% – Service Credit: 25%

5.2. Service Credit is calculated as a percentage of the total charges paid by you for Hosting for the billing cycle in which the error occurred in accordance with the schedule below.
Monthly Uptime Percentage is less than 99.0% – Service Credit: 25%
We will apply any Service Credit (as such term is defined below) only against future Hosting payments otherwise due from you. At our discretion, we may issue the Service Credit to the credit card you used to pay for the billing cycle in which the error occurred. Service Credit will not entitle you to any refund or other payment from (...)
Approach to resilience Used cloud environments are redundant and backed up frequently. The infrastructure running the solution itself is also redundant and highly available thanks to its multi-server architecture. There are numerous prevention points implemented that are preventing data loss in number of scenarios. More detailed information available on request.
Outage reporting Outages are monitored by our administrators which keep duty 24/7. We have set of alerts that are communicated in respective scenarios. Alert methods include: monitoring dashboard alerts (over API of a client running on customer's application infrastructure) and both email and SMS alerts.

Identity and authentication

Identity and authentication
User authentication
  • 2-factor authentication
  • Identity federation with existing provider (for example Google apps)
  • Username or password
  • Other
Other user authentication 2factor authentication and integration with Google domain are enabled on specific demand for given software instance
Access restrictions in management interfaces and support channels Application interface utilises structure of permissions which allows to assign appropriate permissions to each user.

Support channel allows everyone to place a request and work on their requests.
Access restriction testing frequency At least once a year
Management access authentication
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
Devices users manage the service through Any device but through a bastion host (a bastion host is a server that provides access to a private network from an external network such as the internet)

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 You control when users can access audit information
How long supplier audit data is stored for Less than 1 month
How long system logs are stored for Between 1 month and 6 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 ISO/IEC 27001
Information security policies and processes Our security policies and processes are formed according to ISO 27001

Operational security

Operational security
Configuration and change management standard Supplier-defined controls
Configuration and change management approach All of the component configuration changes are documented and versioned. Each change is performed along with internal security guidelines to ensure 100% security of the data handled.
Vulnerability management type Supplier-defined controls
Vulnerability management approach We are monitoring each access event of our infrastructure. Access to infrastructure is limited with appropriate certificates and physical authentication. All of necessary security patches are applied immediately if only customer allows that. All of the relevant sources for threat information are monitored daily. We are fetching changes from all the suppliers of software that is underlying for our solution.
Protective monitoring type Supplier-defined controls
Protective monitoring approach In event of security compromise we are able to trace all of the actions that lead to it. Customer is informed and appropriate actions to mitigate the effects are applied. Response to incidents is based on SLA chosen.
Incident management type Supplier-defined controls
Incident management approach There are scenarios defined for most often events taking place (e.g. infrastructure overload, DDoS attack).

Users are able to report incidents to Customer Success Team in case of Cloud environment, and dedicated project manager in case of on-premise environment.

Incident reports are communicated over e-mail to people responsible for handling such information on Customers' side.

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 Third-party
Third-party virtualisation provider Azure or AWS instances
How shared infrastructure is kept separate Data of different organisations is kept either in separate databases, or is logically separated in single database - depending on the module of the software considered. Data of single organisation is available for this organisation only.

Energy efficiency

Energy efficiency
Energy-efficient datacentres Yes

Pricing

Pricing
Price £10000 per licence per year
Discount for educational organisations Yes
Free trial available Yes
Description of free trial We offer a trial of our full solution for prospective customers, usually run for a fortnight or longer if required.

The full solution consists of

Analytics,
Tag Manager,
GDPR Consent Manager,
Audience Manager &
Personalisation.

Full support is provided.

Documents

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