Social Media Management Platform
We offer a SaaS platform for social media listening, engaging, publishing, advertising, measuring and managing customer data. With us, you can explore the full potential of digital marketing by managing multiple customer touchpoints from one platform. You will love the easy-to-use UI, backed by stellar support.
- Publishing across multiple channels
- Campaign planning
- Reporting tool
- Listen to your customers and competitors
- Community Management
- Create automated Ad campaigns
- Create grouped audiences
- Audience profiles on Social
- Social PR Listening tool
- Manage all your community channels in one place
- Labelling of your content for reporting
- See who your customers are and see their demographics
- Get a 360 view of your customers and prospects
- Reporting on all your social activity
- Direct one to one customer engagements with your audiences
- One unified solution to manage all of your social media
- Advertise directly from the Falcon platform on social media
- Create custom audiences by grouping individuals within your social media
£1000 per person per year
- Education pricing available
Falcon Social ApS
|Software add-on or extension||No|
|Cloud deployment model||Private cloud|
|Service constraints||This could depend on the prospects needs.|
|Email or online ticketing support||Email or online ticketing|
|Support response times||No|
|User can manage status and priority of support tickets||No|
|Phone support availability||24 hours, 7 days a week|
|Web chat support||Web chat|
|Web chat support availability||24 hours, 7 days a week|
|Web chat support accessibility standard||None or don’t know|
|How the web chat support is accessible||Web chat is accessible through falcon.io website and in-app.|
|Web chat accessibility testing||N/A|
|Onsite support||Yes, at extra cost|
We have 4 levels of support-severity.
Severity Level 1 -
Unplanned interruption rendering the whole Software Product or individual product section unavailable for the whole Falcon.io customer base. In most cases, no work-around is available. 2 hours investigation time.
Severity Level 2 -
Unplanned interruption rendering specific Software Product section function that is core to the section’s primary use-case as unavailable. The issue affects all Users or a significant share of the customer base. In some instances there may be a work-around available. 8 hours investigation time.
Severity Level 3 -
Non-core Software Product features are faulty or intermittently rendered unavailable. In most instances, a work-around can be available. 16 hours investigation time.
Severity Level 4 -
Minor Software Product features, that are not affecting/are not essential for User workflows and tasks, are faulty or intermittently rendered unavailable. 16 hours investigation time.
Pro and Premium have different levels of support. Please refer to our SLA's for more information. There will be a dedicated Account Manager and Customer Success Advisor / Trainer for Premium licenses.
|Support available to third parties||No|
Onboarding and offboarding
|Getting started||All users receive an onboarding and training session to the platform upon start of the contract period, to help and support new clients with the implementation of the tool. All trainings are scheduled according to the client’s availability and preferences. The onboarding aims at giving all the users an overview of the platform in an informative screen sharing session, which can be split in different sessions if all users cannot attend that day, or if the onboarding needs to be displayed in different languages. Training sessions can be recorded for future reference and for the training of new users at a later point in time.|
|End-of-contract data extraction||As it is a Social Media Management Platform, data is purged when the contract is terminated. Data is not extracted as it is public data and is still accessible through each of the Social Media Channels.|
|End-of-contract process||All of our integrations and partnership functionalities are included in the price.|
Using the service
|Web browser interface||Yes|
|Application to install||No|
|Designed for use on mobile devices||Yes|
|Differences between the mobile and desktop service||There are mobile applications for access to tools within the platform. Accessing the application through the Mobile device's browser will give you a optimised access to the platform.|
|What users can and can't do using the API||Please refer to our online documentation found here: https://falconio.docs.apiary.io/|
|API documentation formats||HTML|
|API sandbox or test environment||No|
|Description of customisation||You can customise the amount of users, access to different tools, heavy/lite users.|
|Independence of resources||As Falcon.io is a SaaS platform it is reliant on Cloud infrastructure. Our product is heavily scalable and has 99.5% up-time (scheduled maintenance will be well informed to customers).|
|Service usage metrics||Yes|
|Metrics types||The Falcon system can report against 58 metrics from Facebook page and 25 metrics from Facebook posts; 29 metrics from Instagram; 14 metrics from Twitter.|
|Supplier type||Not a reseller|
|Staff security clearance||Other security clearance|
|Government security clearance||None|
|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||No|
|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||‘IT Health Check’ performed by a CHECK service provider|
|Protecting data at rest||Encryption of all physical media|
|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 export approach||You can import and export data in CSV format from the platform. Some data can also be obtained via our APIs.|
|Data export formats||
|Other data export formats||APIs|
|Data import formats||
|Other data import formats||
|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
Falcon.io support teams are based in Copenhagen, Denmark and New York, USA. Our Support is open Monday – Friday from 2:30am to 5:30am EST and from 03:00am to 11:00am EST Saturday-Sunday all year around. Phone support outside normal business hours, is available for an additional fee.
During official company holidays1, support hours are from 3:00am to 11:00am EST.
Support provided by Falcon.io as described above is accessible to the Customer via:
- in-app chat interface within the Software Product email to
- Help Center on our website
To properly claim SLA credit due, the Customer must contact Falcon.io by email no less than two weeks before the license period ends, and submit a schedule of downtime periods which the Customer has experienced. The appropriate Falcon.io support representative will research the SLA claim and shall have 14 days to investigate the incident(s). If a Credit is claimed by the Customer, this is the Customer’s sole remedy for the downtime.
|Approach to resilience||All servers and services are setup in a HA configuration across at least two AZs. We store backups in 2 geographically separate regions.|
Public facing status page located at https://falcon.statuspage.io
Direct customer communication via in-app chat and/or email.
Identity and authentication
|User authentication needed||Yes|
|Other user authentication||Social Logon|
|Access restrictions in management interfaces and support channels||
Falcon has a multi-layer user setup which optimises workflow within the organisation and the platform.
Falcon offers 5 different user role where each one has different access and permission levels.
For more information please see - https://www.falcon.io/help/getting-started/user-roles-and-permissions/
|Access restriction testing frequency||At least once a year|
|Management access authentication||
|Description of management access authentication||SAML integration.|
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 1 month and 6 months|
Standards and certifications
|ISO/IEC 27001 certification||No|
|ISO 28000:2007 certification||No|
|CSA STAR certification||No|
|Other security certifications||Yes|
|Any other security certifications||Cyber Esstentials|
|Named board-level person responsible for service security||Yes|
|Security governance certified||No|
|Security governance approach||
Falcon.io is working in compliance with ISO 27001 and ISO 27018, but does not hold a certification. Falcon.io has successfully completed all of the documentation to fulfil the obligations for ISO 27001 clauses 4- 10, which constitute the mandatory clauses and in the process of implementing the ISMS. Falcon’s ISMS has undergone an external review in 2019 by an accredited consultancy and Falcon plans to to have all in-scope controls for ISO 27001 and ISO 27018 implemented by the end of year, 2019.
Falcon.io received the Cyber Essentials Certification in March 2019 and working in compliance with the required measures.
|Information security policies and processes||
Falcon.io has implemented an ISMS based ISO 27001:2013 and ISO 27018:2014.
Falcon has a security board headed by the CEO, which governs the organisation's ISMS. Furthermore, there is a compliance and risk management function managing the ISMS as well as a designated Security Tech Leads in our R&D team.
|Configuration and change management standard||Supplier-defined controls|
|Configuration and change management approach||No formalised change management procedure is currently in place. We do not employ third party change management, since the primary use-case for us is hosting, which is done with AWS and GCloud respectively. They manage their own change policies, and guarantee us high uptime.|
|Vulnerability management type||Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402|
|Vulnerability management approach||
Bi-weekly automated scans, annual penetration test. High-severity issues are dealt with immediately, medium-severity issues within the next 10 working days.
All servers are set up to apply security patches on a nightly basis.
We follow relevant mailing lists to assess vulnerabilities (CVE).
|Protective monitoring type||Supplier-defined controls|
|Protective monitoring approach||
We have monitoring and alerting setup on all servers and services alerting us incase of abnormal system and/or resource usage.
We address the irregularities within the hour.
|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 a procedure in place for handling incident when they arise. Incidences are reported through the in-app chat or through - https://www.falcon.io/report-security-issue/.
We provide incident reports via email to affected customers on confirmed breaches.
|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)|
Public sector networks
|Connection to public sector networks||No|
|Price||£1000 per person per year|
|Discount for educational organisations||Yes|
|Free trial available||No|