Bramble Hub Limited

Bramble Hub Icon - ICONiX

Public facing service providers looking for easy, efficient ways to interact with the public and meet their demands for quicker, but personalised service. Removing location, time and cost barriers to face-to-face engagement whilst enabling processes to be completed on the spot, in a virtual meeting room. Advise/Show, Discuss/Select, Sign, Support.

Features

  • A private virtual meeting room with brand customisation
  • Video conferencing for personal virtual services
  • Document selection, sharing and completion options
  • Screen sharing
  • e-signing of documents
  • Participants can take control of or annotate a document
  • All documents are stored against each meeting
  • Link of the recorded video can be sent to participants
  • All content starts and remains digital, paperless end-to-end processes
  • Up to four participants can take part

Benefits

  • Providing confidential virtual room, with synchronous or sequential interactions
  • Providing a more personal service and confirm understanding levels
  • Allowing joint editing of documents
  • Ideal for providing remote assistance with highest personal service possible
  • Reduces the delays and costs involved with physical documents
  • Providing assistance with completing forms
  • Documents used in each meeting are held together with video/audio
  • Video recording can be accessed at any time afterwards
  • Improve compliance and e-discovery
  • Providing flexability over location

Pricing

£29.00 per user per month

Service documents

Framework

G-Cloud 11

Service ID

2 1 5 7 0 6 0 5 4 6 4 3 6 1 0

Contact

Bramble Hub Limited

Roland Cunningham

+44 (0) 2077350030

contact@bramblehub.co.uk

Service scope

Software add-on or extension
Yes
What software services is the service an extension to
Document Composition and omni-channel Output Management, together with a wide variety of electronic signing and individual identification options
Cloud deployment model
Hybrid cloud
Service constraints
None; provided through the cloud and delivered via a browser, iPad or iPhone
System requirements
Reasonable web access, min 2mbit internet connection

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
No
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 AAA
Web chat accessibility testing
None
Onsite support
Yes, at extra cost
Support levels
9 to 5 Monday to Friday, included, enhanced support may be purchased, for example extended hours M-F or at weekends. Pricing for enhanced support will be provided upon request. On-Site support or consulting may be purchased in addition, such as to assist with requirements analysis, process re-design, optimisation or enhancement.
Support available to third parties
Yes

Onboarding and offboarding

Getting started
On-line documentation and videos are available. Remote support is also available.
Service documentation
Yes
Documentation formats
  • HTML
  • PDF
End-of-contract data extraction
There is none to extract
End-of-contract process
At the end of the contract the service is no longer available

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 no differences in capabilities (other than screen size factors).
Service interface
No
API
Yes
What users can and can't do using the API
The REST/JSON APIs allow developers to built web services based interfaces to the platform. The APIs provide: Authentications, List/Get/Put documents, Create/Update a Meeting, List Meetings, Add Participants, create/update a User, List users, Send invitation, Attend a meeting, End a meeting, Recording and related Information Management
API documentation
Yes
API documentation formats
  • HTML
  • PDF
API sandbox or test environment
Yes
Customisation available
Yes
Description of customisation
Look and feel can be changed, or embedded into other applications

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

Service usage metrics
Yes
Metrics types
Typical service metrics include number of calls, duration no of active users, conference satisfaction ratings etc
Reporting types
Reports on request

Resellers

Supplier type
Not a reseller

Staff security

Staff security clearance
Other security clearance
Government security clearance
None

Asset protection

Knowledge of data storage and processing locations
Yes
Data storage and processing locations
  • United Kingdom
  • European Economic Area (EEA)
User control over data storage and processing locations
Yes
Datacentre security standards
Managed by a third party
Penetration testing frequency
At least once a year
Penetration testing approach
In-house
Protecting data at rest
Physical access control, complying with another standard
Data sanitisation process
Yes
Data sanitisation type
Explicit overwriting of storage before reallocation
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
N/A
Data export formats
Other
Other data export formats
  • PDF
  • MP4
  • TXT
  • JSON
Data import formats
  • CSV
  • Other
Other data import formats
  • HTML
  • PDF

Data-in-transit protection

Data protection between buyer and supplier networks
  • TLS (version 1.2 or above)
  • Legacy SSL and TLS (under version 1.2)
Data protection within supplier network
  • TLS (version 1.2 or above)
  • Legacy SSL and TLS (under version 1.2)

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

User authentication needed
Yes
User authentication
Username or password
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 every 6 months
Management access authentication
  • 2-factor authentication
  • Username or password

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
At least 12 months
Access to supplier activity audit information
Users contact the support team to get audit information
How long supplier audit data is stored for
At least 12 months
How long system logs are stored for
Between 6 months and 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
We have a Board Member who has governance responsibility for all risk, including security
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

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
Supplier-defined controls
Vulnerability management approach
We leverage the standardised and accredited vulnerability management processes of our Cloud Providers (Oracle and AWS)
Protective monitoring type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach
We leverage the standardised and accredited vulnerability management processes of our Cloud Providers (Oracle and AWS)
Incident management type
Supplier-defined controls
Incident management approach
Comprehensive incident management policy and procedures are maintained.

When an incident is detected, the detector logs a call with Support and supplies details. The support team:
-verify and confirm information security
-diagnose
-manage to contain and minimise any damage
-notify the client management team, initiating client communications if needed
-restore affected services
-determine root causes and implement preventative improvements
-submit Security Incident Report.

The Response Team review to assess impact and communicate the risk impact to the business until the resolution of the incident, appropriate to incident severity. All details are logged in the Data Breach Register and Incident Log.

Secure development

Approach to secure software development best practice
Supplier-defined process

Public sector networks

Connection to public sector networks
No

Pricing

Price
£29.00 per user per month
Discount for educational organisations
No
Free trial available
No

Service documents

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