10to8

10to8 Appointment Scheduling

10to8's intelligent booking system allows Governments and businesses around the world to: eliminate no-shows, deliver exceptional customer experience, and reduce the admin of high intensity appointments.

10to8 built to work with everyone: It's online, integrates with any calendar, any device, and communicates over any channel.

Features

  • Digital, secure online scheduling & booking system
  • Intelligently timed SMS, email, app and social communications
  • Manage rooms, resources, employees and customers
  • 360-view for employees, practitioners, administrators and clients
  • Access and Audit control - for admin, staff and employees
  • Fully customisable booking experience
  • Seamless customer experience
  • Modular and scalable architecture
  • API integrations for customised workflows and 3rd party systems
  • Mobile first and multi-platform and syncronises with any calendar

Benefits

  • Efficiency: Reduce no-shows by over 90%
  • Efficient: Automatically coordinates bookings - less admin
  • Simple: Minimal training, system based on extensive user-testing
  • Better customer experience: Customer-focused design and interractions
  • Reliable: 99.99% server uptime
  • Secure: Bank grade security, used by Governments around the world
  • Flexible & Agile: We improve incrementally to fit usecases

Pricing

£10 per person per month

Service documents

G-Cloud 11

149221557673966

10to8

Jacob Buckland

01223 750 754

sales@10to8.com

Service scope

Service scope
Software add-on or extension No
Cloud deployment model Public cloud
Service constraints None
System requirements Access to up to date, modern, browser

User support

User support
Email or online ticketing support Email or online ticketing
Support response times 10to8 typical response time is less than 12 hours.
For critical issues we respond within 1 hour.
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 Web chat
Web chat support availability 9 to 5 (UK time), Monday to Friday
Web chat support accessibility standard None or don’t know
How the web chat support is accessible Webchat Q&A is available within-product
Web chat accessibility testing Our webchat is a standard interface which works with a number of tools available for assistive technologies.
Onsite support Yes, at extra cost
Support levels We provide a dedicated account manager.
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started Our system is designed to be simple and easy to use to the point where it is self-serve for all use cases. We recommend when trialling the system that users give it a go (we run a 30 day free trial) whilst we work together to draw up a full requirement and fulfilment specification for the use case.
We have standard user documentation and training manuals that can be provided when rolled out across an organisation.
Service documentation Yes
Documentation formats PDF
End-of-contract data extraction Administrators may extract data from the web interface as a csv.
End-of-contract process Included is self-service data extraction & deletion of all data (that doesn't need to be retained for legal reasons) related to the account.

Using the service

Using the service
Web browser interface Yes
Supported browsers Chrome
Application to install No
Designed for use on mobile devices Yes
Differences between the mobile and desktop service All our technologies are designed with a mobile-first approach, there is no functional difference between the mobile and desktop service.
API Yes
What users can and can't do using the API 10to8' APIs can be used to build a completely customised booking system based a users' specific technical architecture. 10to8's system is a booking engine that can add calendar, booking, scheduling and reminding capability to any project.

Our Rest APIs can provision:
- Creating and booking appointments
- Staff, services, locations & availabilities
- Customisable information for booking, collation of data & permissions
- Connect to external calendars for availability data & for staff synchronisation
- Managing & checking availability of staff and other objects such as rooms at booking
- Provisioning a chat interface against appointments
- setting and scheduling multi-channel (email /sms etc.) communications
- checking read receipts of multi-channel communications
API documentation Yes
API documentation formats HTML
API sandbox or test environment Yes
Customisation available Yes
Description of customisation 10to8 is built to serve almost all appointment based situations. To achieve this are architecture is highly configurable & administrators are able to specify everything from resources that need to be booked (staff / rooms / seats / offices) to the noun of their clients (clients / customers / patients).
Importantly the rules for which clients may book their own appointments online and how they are automatically reminded of bookings can all be customised at the start.

Scaling

Scaling
Independence of resources The 10to8 Architecture has been developed to deliver millions of bookings a minute.

We regularly run test simulations on our systems to ensure that our rapid, global, growth and particularly intensive single-customer use cases can be managed within our architecture.

We always test new customer requirements and if a customer’s requirements are too complex and demanding on our system, we don’t proceed.

Analytics

Analytics
Service usage metrics Yes
Metrics types Uptime on Website, Web Application, APIs and communications.
Reporting types Real-time dashboards

Resellers

Resellers
Supplier type Not a reseller

Staff security

Staff security
Staff security clearance Other security clearance
Government security clearance Up to Baseline Personnel Security Standard (BPSS)

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 Another external penetration testing organisation
Protecting data at rest
  • Physical access control, complying with another standard
  • Encryption of all physical media
  • Scale, obfuscating techniques, or data storage sharding
Data sanitisation process Yes
Data sanitisation type Deleted data can’t be directly accessed
Equipment disposal approach Complying with a recognised standard, for example CSA CCM v.30, CAS (Sanitisation) or ISO/IEC 27001

Data importing and exporting

Data importing and exporting
Data export approach In the 10to8 application data can be exported by administrators as a .csv.
Data export formats CSV
Data import formats
  • CSV
  • ODF
  • Other
Other data import formats
  • Xlsx
  • Xls

Data-in-transit protection

Data-in-transit protection
Data protection between buyer and supplier networks
  • TLS (version 1.2 or above)
  • Legacy SSL and TLS (under version 1.2)
Data protection within supplier network
  • TLS (version 1.2 or above)
  • Legacy SSL and TLS (under version 1.2)

Availability and resilience

Availability and resilience
Guaranteed availability We guarantee an uptime of 99.9% and refund as follows in months where we do not achive this:
99.7-99.9%: 30% refund
99 -99.7%: 50% refund
Under 99%: 100% refund
Approach to resilience Our system is designed to be scalable and resilient. Extensive documentation available on request.
Outage reporting Public dashboard: http://status.10to8.com

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication
  • 2-factor authentication
  • Username or password
Access restrictions in management interfaces and support channels Access to data across 10to8, and within the provisioned product, applies the 'minimum necessary requirement' principle. The minimum access to data and actions is provided for someone to carry out their role. All access is logged. Within the product access and permissions are configurable.
Access restriction testing frequency At least once a year
Management access authentication
  • 2-factor authentication
  • Dedicated link (for example VPN)
  • 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 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 Between 6 months and 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 No
Security governance approach We are currently pursuing ISO27001 certification and have engaged a standards agency to assist. ISO27001 certification is anticipated in Q4 2019
Information security policies and processes 10to8 has an ISMS covering our approach to information security and a set of security processes and policies that guide and review our actions. We regularly review these policies and work continuously to improve the security of our systems.

All staff are trained-at-start and regularly trained thereafter on our security processes. We have a board-level head of Security.

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 10to8 has a fully implemented change management process for systems processing, storing customer data in production and non-production environments. We carry out periodic audits to evaluate our compliance with change management policy which includes documentation, testing and segregation of duties.
Vulnerability management type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach We gather information on potential threats using many different tools: Automated scans, intrusion detection, vulnerability checks, active library management, and automated checks of third party tools. We continually asses potential threats by as part of our risk management process and update our processes, training and reviews regularly. Critical patches are usually made within an hour of identification into all production systems and code reviews are mandatory.
Protective monitoring type Supplier-defined controls
Protective monitoring approach We have multi-level technology running continuously to check for intrusions, attacks and potential compromises. Typically we respond to security incidents within 5 minutes.
Incident management type Conforms to a recognised standard, for example, CSA CCM v3.0 or ISO/IEC 27035:2011 or SSAE-16 / ISAE 3402
Incident management approach We have pre-defined process for incident reporting, categorisation and escalation to ensure timely resolution.

Secure development

Secure development
Approach to secure software development best practice Conforms to a recognised standard, but self-assessed

Public sector networks

Public sector networks
Connection to public sector networks No

Pricing

Pricing
Price £10 per person per month
Discount for educational organisations No
Free trial available Yes
Description of free trial Fully functional 30 day free trial
Link to free trial https://www.10to8.com

Service documents

pdf document: Pricing document pdf document: Skills Framework for the Information Age rate card pdf document: Service definition document pdf document: Terms and conditions
Service documents
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