Skillsoft

Percipio eLearning

Skillsoft is the global leader in corporate eLearning; providing access to over 500,000 multi modal courses, videos, books and micro learning modules which can be accessed via Percipio, our learning experience platform. We specialise across four key product lines: Business and Leadership, Technology and Developer, Productivity and Collaboration and Compliance.

Features

  • Multi Modal Content. Watch , Read, Listen, Practice.
  • Online Courses, Books, Videos and Practice Labs.
  • Business and Leadership, Technology and Developer, Productivity and Collaboration, Compliance.
  • Percipio. Learning Experience Platform.
  • Access in the workflow via ELSA (Embedded Learning Synchronised Assistant).
  • Access via a browser, mobile and tablet.
  • Access to offline play for all modalities.
  • Support for over 100+ Certifications. Business, Technology and Developer.
  • Analytics. Manage Learning Programmes and Track Business Impacts.
  • Percipio Experience Services provides integration architecture for Percipio.

Benefits

  • Skillsoft brings 20 years of experience in the eLearning industry.
  • 500+ Pre Curated Channels to build competencies and critical skills.
  • Learner Centred Design. Self direct learning.
  • Percipio Provides a Personalised Experience. Homepage, create playlists, receive assignments.
  • Percipio Provides Enhanced Content Discovery using Elastic search.
  • Depth and Breadth of Content Options. Multi-modal content.
  • Micro-Learning Approach. Including macro assets for just-in-time learning.
  • Commitment to Product Development and Investment.
  • Proven Implementation Methodology and Transition Experience.
  • Increase Learner Engagement. Accelerate learning and increase utilisation.

Pricing

£11.87 to £246.04 per user per year

  • Education pricing available
  • Free trial available

Service documents

Framework

G-Cloud 11

Service ID

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

Contact

Skillsoft

Claire Carolan

07795651502

Claire.Carolan@Skillsoft.com

Service scope

Software add-on or extension
No
Cloud deployment model
Public cloud
Service constraints
Skillsoft’s SaaS approach minimizes the burden on our customers for deployment, maintenance and integration through the robust platform and hosting capability. In a hosted extranet environment, there are no imposed maximums. Our platform uses load balancing and an expandable architecture, supporting a number of Enterprise customers with large student populations, including populations of over 100,000 students.
System requirements
https://documentation.skillsoft.com/en_us/percipio/Content/A_Administrator/percipio_sys_reqs.htm

User support

Email or online ticketing support
Email or online ticketing
Support response times
Skillsoft provides all customers, access to our Global Customer Service Center, on a 24x7x365 basis. Customers may choose from a wide array of contact modalities including telephony, chat, e-mail and self-service. For a complete list of support contact options, please visit http://support.Skillsoft.com.

Customers may e-mail Customer Support at support@Skillsoft.com. All e-mail queries to this address will receive an automated response to their submission which will include their “Thread ID” . Subsequently, a Skillsoft representative will provide an initial response to the customer e-mail within 24 hours of receipt - the average email turnaround goal is 12 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
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
Percipio offers the option to chat 'one to one' with a Skillsoft Support representative.
Web chat accessibility testing
NA.
Onsite support
Onsite support
Support levels
Tier I
Skillsoft Tier I resources have an average tenure level of 1.5 years and are responsible fielding 99% of all initial customer contacts.

Tier II
Skillsoft Tier II resources have an average tenure level of 3 years, and their primary function is to assume responsibility for the management and resolution of customer issues that are not quickly resolved at the Tier I level.

Tier III
Skillsoft Tier III resources have an average tenure level of 5 years and, in addition to all areas associated with the Tier II role, will be responsible for the most complex or challenging issues involving customer interactions while acting as a project manager ensuring all internal and external parties are accurately and effectively updated.
Support available to third parties
Yes

Onboarding and offboarding

Getting started
At the core of Skillsoft’s services offering is a team, comprised of personnel who possess expertise at every aspect of learning programme strategy, deployment, and ongoing maintenance, to help ensure the success of the programme. These roles include:

Customer Sales Director – is the focal point for the coordination of business development and account support activity within their assigned accounts.
Customer Success Manager - is the primary contact throughout the customer lifecycle responsible for establishing the framework for customer program success and value. They will facilitate the strategic implementation process including program design; alignment; marketing strategy; and measuring ongoing success, and they engage Skillsoft personnel at appropriate points throughout the customer lifecycle to ensure Skillsoft responsibilities are met.
Application Engineer - Application Engineering improves the performance of our customers through the vision, implementation and management of Skillsoft technologies. Typical services supported include; SSO/SAML, automated user import, and progress data export.

Meetings could be both virtual, and face to face as appropriate.

Skillsoft provides an online administrator guide. Please refer to the ‘User Management’ section in the Percipio Administrator Guide- https://documentation.skillsoft.com/en_us/percipio/Content/Resources/Print/percipio_admin.pdf and also provides the following online documentation to help learners get the most out of Percipio: https://documentation.skillsoft.com/en_us/percipio/Content/B_Learner/lrnr_getting_started.htm .
Service documentation
Yes
Documentation formats
HTML
End-of-contract data extraction
Upon Buyer’s request within 30 days of the end of the contract, Supplier will provide a copy in an industry-standard format of a copy of the Buyer's data (including data of usage of the Supplier products by individuals) held on the Percipio platform.
End-of-contract process
There is no charge to the Buyer for such provision of a data extract.

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
Learners can choose content types (Courses, Books and Videos) to support various learning styles and provide the ability to watch, read, or listen on desktop, tablet or mobile devices.

• Offline Access: Set aside content in the Percipio mobile app to use when you don’t have the ability to go online.

• Voice: Use voice commands to access and search for content in Percipio by using the Percipio mobile app.

For more information, please visit: https://documentation.skillsoft.com/en_us/percipio/Content/B_Learner/mobile/mbl_overview.htm
Service interface
Yes
Description of service interface
Admins can manage many aspects of your Learner's Percipio experience using Percipio Admin. Including:

Dashboards: Dashboards provide metrics related to user activity within Percipio and the status of key operational functions.

Reports: Reports provide several views of operational data that help you analyse activity within Percipio.

Users: You can create a new user, manage audiences, and create custom attributes to define your user hierarchy.

Assignments: Create a new assignment, assign it to an audience, and specify a completion date.

Content: Create custom linked content and custom channels.

Settings: Configure technical aspects of Percipio by managing system settings.
Accessibility standards
None or don’t know
Description of accessibility
Percipio Learner Platform is currently being reviewed and audited to conform to Section 508/WCAG 2.0 accessibility standards. Details on conformance to these standards, and any exceptions, will be outlined in the Percipio VPAT, targeted for June 2019 publication. (Compliance courses, delivered though Percipio-Compliance, also being reviewed and audited to conform to Section 508/WCAG 2.0 accessibility standards, with exceptions noted in the Percipio-Compliance VPAT targeted for Q3/Q4 2019 publication.)
Accessibility testing
Percipio is tested using screen reader assistive technologies (including NVDA and JAWS on Windows, and VoiceOver on OSX), as well as accessibility-testing tools such as aViewer, the Colour Contrast Analyser and developer tools/accessibility extensions for Google Chrome, Firefox and Internet Explorer.
API
Yes
What users can and can't do using the API
Percipio Experience Services is the integration architecture for the Percipio platform, it is a series of interlinked and overlapping technologies that allow Skillsoft to deliver a comprehensive integration solution for our customers. It consists of Restful Application Programming Interfaces (API), file based data exchanges and industry standard technologies such as SAML Single Sign-on and Experience API (xAPI).

The Government will be able to take advantage of all feature of Percipio Experience Services to develop their own custom solutions if desired. Options for data extract from Percipio include:

• The Percipio REST APIs provide a comprehensive set of APIs that allow customers to automate a number of key operations in Percipio.
• The Experience API (or xAPI) is a new specification for learning technology that allows statements about how the users interact with content to be sent to a Learning Record Store. For a complete overview of xAPI, visit xAPI.com.
• Flat file exports delivered to a customer specified SFTP server.

Please see https://documentation.skillsoft.com/en_us/pes/home.htm
API documentation
Yes
API documentation formats
HTML
API sandbox or test environment
Yes
Customisation available
Yes
Description of customisation
Learners can make the most of their precious time using Percipio; deciding when, where, and how to learn through curated channels and micro-learning courses. Learners can create a personalised learning experience by choosing their interests, creating playlists, resume content, and keep track of existing assignments.

Admins can personalise the learning experience by adjusting the look and feel of your company’s Percipio site by branding it specifically for your company and bringing in custom and 3rd party content specific to your company. Admins can create and assign learning paths, visually monitor progress using charts and graphs, and show how learning drives value in their companies.

Scaling

Independence of resources
All current generation products achieve maximum scalability and service availability through a classic hardware load-balanced architecture. All real-time application level components provide both horizontal and vertical scalability options and are constantly monitored against key performance criteria and are appropriately scaled on demand. Core infrastructure component are implemented in either an active-active, or active-passive failover model.

Analytics

Service usage metrics
Yes
Metrics types
Percipio provides reports as well as a variety of dashboards designed for easy data visualization of assignments, programs, and return usage. Percipio’s administrative functionality will also enable you to better articulate the business impact of eLearning across your entire organization via these dashboards. These dashboards enable your organization to not only report current state, but also provide actionable best practices.

Data visualizations make interpretation straightforward. See a list of reports available through Percipio on our documentation site: https://documentation.skillsoft.com/en_us/percipio/Content/A_Administrator/admn_reports.htm?Highlight=report
Reporting types
  • Real-time dashboards
  • Regular reports

Resellers

Supplier type
Not a reseller

Staff security

Staff security clearance
Conforms to BS7858:2012
Government security clearance
None

Asset protection

Knowledge of data storage and processing locations
Yes
Data storage and processing locations
  • European Economic Area (EEA)
  • EU-US Privacy Shield agreement locations
User control over data storage and processing locations
No
Datacentre security standards
Managed by a third party
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 SSAE-16 / ISAE 3402
  • 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
A third-party destruction service

Data importing and exporting

Data export approach
Users with the proper permissions can export detailed chart data to a file in .csv format.

You can either open the CSV file to view now or save the file to the desired location. The default file name is the chart name with the date and time appended to it. All chart data is included in the CSV file, not just the data that is currently displayed in the table.
Data export formats
CSV
Data import formats
CSV

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

Guaranteed availability
Availability Guarantee is 99.5% calculated monthly, excluding Sunday maintenance windows and Sprints.

Instances where it is necessary for the product to be offline:

-During Saturday Sprints currently starting at 07:00 EST (under maintenance pages). The Sprints are every 2 weeks.
-During weekly Sunday systems maintenance operations starting at 13:00 EST-14:00EST (under maintenance pages).
-During a specially announced extended Sunday afternoon systems maintenance starting at 13:00 EST (under maintenance pages). These are advertised a month in advance.
Approach to resilience
Skillsoft contracts data center and co-location services with Tier 3+ service provider, British Telecom (BT). The
location of the data center is in Frankfurt, Germany. BT data centers provide redundant high-bandwidth connectivity and scalability enabling Skillsoft to develop its hosting service rapidly and effectively. Security access includes multiple levels of physical and digital access controls. BT delivers highly reliable network connectivity and state-of the-art collocation facilities providing the best possible operating environment to Skillsoft and its customers.
Outage reporting
In the event that SaaS application or services are compromised Skillsoft CO Services would immediately implement an environment lock-down blocking all inbound and outbound communication from the datacenter environment. Privileged remote connectivity would be maintained for CO Security and Network Personnel to ensure the timeliest resolution of the issue. Every effort would be taken to close the breach, restabilize the systems and limit exposure of customer data. A detailed post-mortem of the events would be conducted at the earliest opportunity and shared with our customers as appropriate.

Communications to the customer are effected through the Account Team with root cause analyses available to customers upon request.

Identity and authentication

User authentication needed
Yes
User authentication
Username or password
Access restrictions in management interfaces and support channels
All systems are hardened to limit unauthorised Admin or Super User access using industry and vendor best practices including:
• Complex naming and password standards
• User access control settings
• Redirection to disabled accounts.
Access restriction testing frequency
At least once a year
Management access authentication
Username or password

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
User-defined
Access to supplier activity audit information
No audit information available
How long system logs are stored for
At least 12 months

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

Named board-level person responsible for service security
Yes
Security governance certified
No
Security governance approach
Skillsoft's Hosting Security Policy is an internal policy and cannot be shared. Please find our customer facing Cloud Operations document at the following link: https://documentation.skillsoft.com/en_us/cloudops/Cloud_Ops_Services_Percipio_EU.pdf
Information security policies and processes
Skillsoft's Hosting Security Policy is an internal policy and cannot be shared. Please find our customer facing Cloud Operations document at the following link: https://documentation.skillsoft.com/en_us/cloudops/Cloud_Ops_Services_Percipio_EU.pdf

Operational security

Configuration and change management standard
Supplier-defined controls
Configuration and change management approach
Technology managers have defined approval boundaries and act as an approving authority for adjustments that are contained to their area of purview. Changes that have a wider impact are submitted for multiparty consideration of all stakeholders. Stakeholders considering change requests are as follows:

•Network and Security Manager
•Application Services Manager
•Database Manager
•Storage and SANS Manager
•Cloud Operations, Director
•Global Cloud Operations – S.V.P.

The Cloud Operations Director and Global Cloud Operations S.V.P. have final veto authority on all change requests.
Vulnerability management type
Supplier-defined controls
Vulnerability management approach
Skillsoft performs vulnerability scans internally on a monthly basis using two third party tools: Nessus and System Security Center PortSwigger. This assessment reviews Firewall policies, Intrusion Detection and Prevention policies, System patch levels, vulnerability to known software exploits and brute force attacks. Findings from Skillsoft’s internal scans that are deemed “High” risk are patched within 30 days. “Medium” and “Low” risks are patched within 60 – 90 days.
Protective monitoring type
Supplier-defined controls
Protective monitoring approach
A comprehensive monitoring infrastructure ensures that Skillsoft Cloud Operations (CO) personnel are alerted at the earliest opportunity of service affecting conditions. Clearly articulated governances inform the assigned CO Engineer what actions are permitted without escalation and specific details on how prescribed actions should be undertaken. In the event that a conditions arises for which there is no defined procedure, the issue is escalated to a manger immediately.
Incident management type
Supplier-defined controls
Incident management approach
In the event that the Private Cloud systems or services are compromised Skillsoft Cloud Operations (CO) would immediately implement an environment lock-down blocking all inbound and outbound communication from the datacenter environment. Privileged remote connectivity would be maintained for CO Security and Network Personnel to ensure the timeliest resolution of the issue. Every effort would be taken to close the breach, re-stabilize the systems and limit exposure of customer data. A detailed post-mortem of the events would be conducted at the earliest opportunity and shared with our customers as appropriate.

Secure development

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

Public sector networks

Connection to public sector networks
No

Pricing

Price
£11.87 to £246.04 per user per year
Discount for educational organisations
Yes
Free trial available
Yes
Description of free trial
Access to a Percipio trial site can be provided for up to 30 days at no charge.

Service documents

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