TERMINALFOUR

Funnelback Enterprise and Site Search for Higher Education

Funnelback Enterprise Search for Higher Education is a best-of-breed Search technology which offers the ability for users to search multiple data repositories and file types simultaneously. Funnelback's search technology not only provides fast and relevant search results, but it can also be completely customised to meet any organisations search requirements.

Features

  • High quality and tuneable ranking algorithm
  • Intuitive administrative interface for configuration and reporting
  • Flexible Results Presentation
  • Faceted & Contextual Navigation filtering
  • Document level security
  • Application Development Platform
  • Speed and Scalability
  • Inbuilt WCAG Accessibility Compliance Auditor Tools
  • Content Optimiser SEO / Ranking Reporting
  • Metadata Quality Reporting

Benefits

  • Lower Cost of user interaction
  • Improved User Experience
  • Business Intelligence
  • Increased Conversions
  • Deliver Personalised Content
  • Case Deflection
  • Organisational Insight
  • Knowledge Graphs
  • Support 'manage it where it lies' philosophy

Pricing

£3125 to £58125 per server per year

  • Free trial available

Service documents

Framework

G-Cloud 11

Service ID

2 0 5 9 1 5 1 1 3 4 6 1 9 4 5

Contact

TERMINALFOUR

Susan Dunne

01753 542 234

tenders@terminalfour.com

Service scope

Service scope
Software add-on or extension Yes
What software services is the service an extension to Funnelback Enterprise and Site Search
Cloud deployment model Private cloud
Service constraints Number of webpages and documents that can be indexed by the service.
System requirements No additional requirements

User support

User support
Email or online ticketing support Email or online ticketing
Support response times TERINALFOUR guarantees that it will use its best endeavours to contact and inform the Customer of progress in resolving an Incident within the Response Times below during business hours: Priority - Response Time Guarantee

Priority 1 issues
Maximum Initial Response time 2 working hours
Target Escalation/Resolution 4 working hours
Actual Average Response Times 3 minutes

Priority 2 issues
Maximum Initial Response time 4 working hours
Target Escalation/Resolution 8 working hours
Actual Average Response Times 22 minutes

Priority 3 and 4 issues
Maximum Initial Response time 8 working hours
Target Escalation/Resolution 48 working hours
Actual Average Response Times 34 minutes
User can manage status and priority of support tickets No
Phone support Yes
Phone support availability 9 to 5 (UK time), Monday to Friday
Web chat support No
Onsite support Yes, at extra cost
Support levels Support levels include: 24/7 Monitoring (included as standard) Application Support (office hours included as standard) Onsite Support & Consultancy (based on daily rates) Account Management (included as standard)
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started TERMINALFOUR provides a full engagement called "Funnelback Search Sure Start" which includes full configuration and setup. There are different sized "Sure Start" packages depending on the scale of your project. Training is also provided onsite or remotely. Full user documentation is available as well as training materials - User documentation is provided via https://community.funnelback.com/.
Service documentation Yes
Documentation formats HTML
End-of-contract data extraction Data can be extracted in CSV format
End-of-contract process TERMINALFOUR or the customer gives notice of termination. At the termination date, the service is terminated and all customer data is then removed from the TERMINALFOUR/Funnelback hosted platform

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 9
  • Internet Explorer 10
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
  • Opera
Application to install No
Designed for use on mobile devices Yes
Differences between the mobile and desktop service Funnelback utilises Responsive design principles to make sure it's Admin and End User experiences are consistent across multiple devices.
Service interface Yes
Description of service interface Funnelback's secure administration interface provides common Funnelback administration functionality in a modern and interactive design for search administrators.
Accessibility standards WCAG 2.1 A
Accessibility testing At this point in time, no testing has been done with 3rd parties for accessibility purposes. Accessibility is taken into account during the development process.
API Yes
What users can and can't do using the API TERMINALFOUR provides a number of REST APIs which can be used to interact with Funnelback. An interface to view the available calls and their documentation is available from the classic admin UI's system menu, through the link labelled 'View API UI'. Further information on Funnelback's API's can be found here:https://docs.funnelback.com/15.14/more/extra/api_ui.html
API documentation Yes
API documentation formats
  • HTML
  • Other
API sandbox or test environment Yes
Customisation available Yes
Description of customisation Funnelback is a fully customisable Enterprise and Site search solution. Funnelback allows for the complete customisation of search engine result pages via its inbuilt template engine. In addition to this, Customers can completely define the ranking and logic of the search service.

Scaling

Scaling
Independence of resources Where Funnelback provides its search platform via dedicated SaaS each instance is run independently of any other. On our multi-tenanted model, safeguards are built into the installation so they can't affect other clients.

Analytics

Analytics
Service usage metrics Yes
Metrics types "Funnelback is equipped with extensive query reports to monitor search behaviour and usage over a short or extended period. Funnelback reports on:
-Top queries
-Summaries of queries
-Most commonly searched keywords
-Top clicked results
-Top non-matching queries
-Top searchers
-Top searchers by city and country
-Date

Trend Alerts
Allows administrators to detect and monitor unusual behaviour.

Content Auditor
Content Auditor provides you with complete insight over your content so that you can make informed decisions.

Accessibility Auditor
Accessibility Auditor offers a complete compliance checking service of your website."
Reporting types
  • API access
  • Real-time dashboards
  • Regular reports

Resellers

Resellers
Supplier type Reseller providing extra features and support
Organisation whose services are being resold Funnelback UK Ltd

Staff security

Staff security
Staff security clearance Conforms to BS7858:2012
Government security clearance Up to Security Clearance (SC)

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 Complies with a recognised standard (for example CSA CCM version 3.0)
Penetration testing frequency At least every 6 months
Penetration testing approach In-house
Protecting data at rest Physical access control, complying with another standard
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 Via Restful Apis, CSV or Pdf format
Data export formats CSV
Data import formats CSV

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)

Availability and resilience

Availability and resilience
Guaranteed availability https://www.funnelback.com/policies/uptime
Approach to resilience Available on request
Outage reporting Outages are reported via a public dashboard, an API, and email alerts.

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication Username or password
Access restrictions in management interfaces and support channels Funnelback use a named support model where only pre-nominated users can access the support system
Access restriction testing frequency At least every 6 months
Management access authentication Username or password

Audit information for users

Audit information for users
Access to user activity audit information You control when users can access 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 Between 1 month and 6 months

Standards and certifications

Standards and certifications
ISO/IEC 27001 certification Yes
Who accredited the ISO/IEC 27001 BM Trada
ISO/IEC 27001 accreditation date 20 Oct 2015 (first accredited)
What the ISO/IEC 27001 doesn’t cover N/A
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 Yes
Security governance standards ISO/IEC 27001
Information security policies and processes ISO 27001 Information Security and data protection brings supreme importance to data for organisations globally. Business who are accredited to this standard are safeguarding both their client and company data against potential threats. By integrating a robust information security management system(ISMS), TERMINALFOUR is ensuring that the quality, safety, service and product reliability of your organization has been safeguarded to the highest level. All TERMINALFOUR employees are required to report anything that has the potential to be a risk to our ISMS manager via our ticketing system. It is his responsibility to action, investigate and where required mitigate the risk. TERMINALFOUR has 30 policies spanning all aspects of our activities including patch management, customer data protection, encryption, supplier relationships and physical access controls. As an ISO 27001 accredited organisation we must ensure and provide evidence that we have the correct policies in place and that they are followed. To ensure our compliance we conduct internal audits across all policies, have regular ISMS updates as part of our quarterly update sessions and a monthly ISMS update email is sent to all employees.

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 Change Management of network and infrastructure equipment is part of our ISMS based on the ISO27001 standards. Changes are categorised depending on their impact and risk and are approved or rejected by change advisory boards consisting of members of the business responsible of the infrastructure in question as well as reps of other business areas or customers which could be affected by the change. Normal changes require a full testing and rollback plan as well as scheduled notification for the affected parties. Where possible, changes are managed using automated configuration Management systems
Vulnerability management type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach TERMINALFOUR has a dedicated Incident Response process to respond to and document security incidents. The process enables TERMINALFOUR to react quickly to security events and help protect customer data and network uptime. Incident Discovery- TERMINALFOUR proactively monitors various security incident reporting channels. Reports are assessed by our hosting/client support team and issues are escalated. Incident Reporting- Any/suspected security weaknesses in systems/services are required to be noted. Once the incident or security event is noted management ensure a quick, effective, and orderly response. Security breaches are treated as a number one priority and actioned immediately inline with our ISO 27001 processes
Protective monitoring type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach TERMINALFOUR has a dedicated ISO27001 Policy to respond to/document any potential compromises. The process enables TERMINALFOUR to react quickly to compromising situations. Our support center monitors both server health and security, 24/7. Incident Discovery- TERMINALFOUR proactively monitors Security Information and Event Monitoring channels. Reports are assessed by our hosting/client support team and issues are escalated. Incident Reporting- Any security weaknesses in systems or services are required to be noted. Once the incident/security event is noted management ensure a quick, effective, and orderly response. Incidents are treated as a number one priority and actioned immediately inline with our ISO 27001 processes.
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 TERMINALFOURs client support department has pre-defined processes in place to cover every aspect of their role under ISO 9001 and ISO27001. Clients can report incidents to TERMINALFOUR though our client support channels. The incident is then actioned, investigated or escalated as required. Incident reports depend on the type of incident, for example if users are reporting a general incident or a security incident. TERMINALFOUR has ISO 9001 and ISO27001 processes in place to ensure all reported incidents and incident reports are handled quickly and efficiently.

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 £3125 to £58125 per server per year
Discount for educational organisations No
Free trial available Yes
Description of free trial Crawl of agreed data set Hosted on Funnelback's server with remote access given to the Client 30 Day Limit

Service documents

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