Bramble Hub Limited

Bramble Hub Icon - DOPiX

DOPiX renders and delivers omni channel, enterprise customer communications, using a simple user interface across batch (mass mailers), interactive (call centre) and self-service (web). Containing many modern features, it has an open migration interface for simple legacy transition. Used by many leading businesses and public sector organisations across Europe.

Features

  • Omni channel output. Paper and electronic, including HTML & e-mail
  • Single user interface across batch, interactive and self service
  • Single user interface across batch, interactive and self service
  • Easliy integrated into existing infrastructure and applications, including mainframe
  • Consumption pricing, pay as you go
  • Intelligent, contextural templating, reducing administration and support
  • An open migration interface for easliy replacing existing legacy systems
  • Management reporting on document readibility etc
  • Template creation workflow, audit trails and user permissions
  • Postage optimisation for mass mailers

Benefits

  • Communications in individuals chosen format, improving loyalty
  • Single interface, same solution reduces training, errors and adminstration
  • Easy to grasp and use highly sophisticated options
  • Reduces the cost and risk of integration and delivery
  • Only pay for what you use
  • Reduction in administration and support, empowering users
  • Quickly remove legacy and deliver simplification and modernisation
  • Continual improvement of content
  • Strong management and control, enabling controlled user empowerment
  • Reducing the cost of customer communications

Pricing

£88.13 per user per month

Service documents

Framework

G-Cloud 11

Service ID

1 9 5 2 3 7 9 5 1 5 6 3 6 8 7

Contact

Bramble Hub Limited

Roland Cunningham

+44 (0) 2077350030

contact@bramblehub.co.uk

Service scope

Service scope
Software add-on or extension No
Cloud deployment model
  • Private cloud
  • Hybrid cloud
Service constraints None
System requirements Reasonable web access, min 2mbit internet connection

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Support levels are determined by the severity of any incident or request. Response times for critical (severity 1) is 1 hour. For non critical it is 4 hours and for the least important response time is 8 hours.
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 Web chat meets WCAG 2.0 A
Web chat accessibility testing None
Onsite support Yes, at extra cost
Support levels Icon UK provides standard technical support services between 9am and 5pm UK time on normal UK working days. Our support services can be contacted either by telephone or email, getting through to trained technical support engineers. Extended 24 x 7 support is available (for an uplift associated with this, depending upon particular circumstances).
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started Onsite training, CBT on line documentation and workshops.
Service documentation Yes
Documentation formats
  • HTML
  • PDF
  • Other
Other documentation formats On line video streaming formats
End-of-contract data extraction Finalised documents are not stored in this system, they are archived in customer systems. All components and business logic can be exported as a set of XML files.
End-of-contract process XML extraction will be an additional cost at the end of the contract

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
Application to install No
Designed for use on mobile devices Yes
Differences between the mobile and desktop service The only differences are in administration
Service interface Yes
Description of service interface CodeBeamer from (https://content.intland.com) is use to submit and track issues reported by customers and partners.
Accessibility standards WCAG 2.1 A
Accessibility testing None
API Yes
What users can and can't do using the API The APIs provide the following functionality: Initiate batch, Initiate interactive creation of a document, Fetch additional data via call-backs, Fax, Print, e-mail, SMS, Import of legacy template components (logos, fonts, text blocks, Business logic, etc)
API documentation Yes
API documentation formats
  • HTML
  • PDF
  • Other
API sandbox or test environment Yes
Customisation available Yes
Description of customisation Look and feel can be changed

Scaling

Scaling
Independence of resources There is a capacity management threshold policy that ensures all resources are monitored and adjusted to ensure the SLA is always maintained.

Analytics

Analytics
Service usage metrics Yes
Metrics types Metrics can be captured at several levels: User level; documents created, batched initiated and completed. System level; Composition errors, Data retrieval errors, Component retrieval errors.
Reporting types
  • API access
  • Regular reports
  • Reports on request

Resellers

Resellers
Supplier type Reseller providing extra support
Organisation whose services are being resold Icon GmbH

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
User control over data storage and processing locations Yes
Datacentre security standards Supplier-defined controls
Penetration testing frequency At least once a year
Penetration testing approach In-house
Protecting data at rest
  • Physical access control, complying with another standard
  • Other
Other data at rest protection approach FIPS-assured encryption, assured by independent validation of assertion
Data sanitisation process Yes
Data sanitisation type
  • Explicit overwriting of storage before reallocation
  • Deleted data can’t be directly accessed
Equipment disposal approach In-house destruction process

Data importing and exporting

Data importing and exporting
Data export approach By making a request to the help desk, who will then provide the data in the requested format.
Data export formats
  • CSV
  • Other
Other data export formats
  • XML
  • JSON
  • Export to a cloud based database
Data import formats
  • CSV
  • Other
Other data import formats XML

Data-in-transit protection

Data-in-transit protection
Data protection between buyer and supplier networks
  • Private network or public sector network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Legacy SSL and TLS (under version 1.2)
Data protection within supplier network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Legacy SSL and TLS (under version 1.2)
  • Other
Other protection within supplier network VPN using TLS, version 1.2 or later, assured by CESG-assured components

Availability and resilience

Availability and resilience
Guaranteed availability We have a range of SLAs with up to 99.995% availability.
Approach to resilience The services are delivered by load balanced servers in two locations. Services can be maintained with only a single server. Minimum configuration is to have two servers in two different locations making the minimum configuration 4 in total. All environments are virtual and are dynamically reallocated to a different physical server if required due to any hardware failure.
Outage reporting Outage reports are provided by e-mail.

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication
  • 2-factor authentication
  • Username or password
  • Other
Other user authentication Any third party identity management system can be used, for example LDAP or Active Directory
Access restrictions in management interfaces and support channels Through a rights and roles management system, linked to an identity or group of identities.
Access restriction testing frequency At least once a year
Management access authentication
  • 2-factor authentication
  • Username or password
  • Other
Description of management access authentication Oauth2.0 can be integrated for single sign on

Audit information for users

Audit information for users
Access to user activity audit information Users contact the support team to get audit information
How long user audit data is stored for User-defined
Access to supplier activity audit information Users contact the support team to get audit information
How long supplier audit data is stored for User-defined
How long system logs are stored for User-defined

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 operate accordingly to ISO27001 standard (but note we are not audited) and to the Cloud Security Alliance Checklist 3.0.1
Information security policies and processes We operate accordingly to ISO27001 standard (but note we are not audited) and to the Cloud Security Alliance Checklist 3.0.1

Operational security

Operational security
Configuration and change management standard Supplier-defined controls
Configuration and change management approach We maintain a comprehensive release management process, which includes (1) release plan and document, architectural review, functional testing, regression testing, security review and security testing (if required). Post release we undertake PVT. We have roll back procedures for all releases. Client comms are managed in advance via our client service team.
Vulnerability management type Undisclosed
Vulnerability management approach Vulnerability Management consists of: Assessment, Monitoring, Mitigation Prioritisation, tracking and Mitigation timescales.
Protective monitoring type Undisclosed
Protective monitoring approach We leverage the standardised and accredited vulnerability management processes of our Cloud Providers (Oracle and AWS)
Incident management type Undisclosed
Incident management approach All incidents are taken through an ITIL incident management process. This includes the processes, email incident reporting and management reporting.

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 No

Pricing

Pricing
Price £88.13 per user per month
Discount for educational organisations No
Free trial available No

Service documents

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