Falcon Social ApS

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.

Features

  • 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
  • Advertise

Benefits

  • 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

Pricing

£1000 per person per year

  • Education pricing available

Service documents

G-Cloud 11

194213821809871

Falcon Social ApS

Hamish Jenkin

0045 31476520

hamish.jenkin@falcon.io

Service scope

Service scope
Software add-on or extension No
Cloud deployment model Private cloud
Service constraints This could depend on the prospects needs.
System requirements
  • Access to the internet
  • Social Media Channels

User support

User support
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 Yes
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
Support levels 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

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.
Service documentation Yes
Documentation formats
  • HTML
  • PDF
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

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
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.
API Yes
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 Yes
API documentation formats HTML
API sandbox or test environment No
Customisation available Yes
Description of customisation You can customise the amount of users, access to different tools, heavy/lite users.

Scaling

Scaling
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).

Analytics

Analytics
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.
Reporting types
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

Resellers
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 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 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
  • CSV
  • Other
Other data export formats APIs
Data import formats
  • CSV
  • Other
Other data import formats
  • Integration of their Social Media Platforms
  • APIs

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 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
- support@falcon.io
- 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.
Outage reporting Public facing status page located at https://falcon.statuspage.io
Direct customer communication via in-app chat and/or email.

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
  • Other
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
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
  • Other
Description of management access authentication SAML integration.

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 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 Yes
Any other security certifications Cyber Esstentials

Security governance

Security governance
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.

Operational security

Operational security
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.

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)

Public sector networks

Public sector networks
Connection to public sector networks No

Pricing

Pricing
Price £1000 per person per year
Discount for educational organisations Yes
Free trial available No

Service documents

pdf document: Pricing document pdf document: Terms and conditions
Service documents
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