Cloudoko

Cloudoko Hub

Cloudoko Hub enables access to a single customer record. It helps your organisation improve its customer service by employing “Connectors” to back-office APIs to retrieve their records and present them in a unified view consumable by your website or CRM. The service works in conjunction with Cloudoko Forms.

Features

  • Responsive mobile-friendly dashboards displaying customer and location records
  • CRM/online access to information previously locked in back-office systems
  • Extensible Connector architecture works against any system with an API
  • Connector for CRM (Lagan), others available on request
  • Connectors for Council Tax, Benefits, & Social Housing (Northgate)
  • Connector for Blue Badge Improvement Service (Northgate)
  • Connector for Waste & Recycling (Mayrise)
  • Connector for Document Management (Northgate Images)
  • Full integration with Lagan Agent Desktop
  • Connects securely to your internal systems (no VPN required)

Benefits

  • Can be used to implement a “single view of customer”
  • Develop advanced “digital” business processes quickly and easily
  • Personalised customer service journeys driven by your data
  • Increase back office productivity by allowing customers/agents to self-serve
  • Increase customer engagement through “my account” functionality on your website
  • Increase effectiveness of your CRM system by surfacing back-office information
  • Supports 100,000’s of transactions/month and scales to your needs
  • Support portal staffed by engineers responsible for the development
  • Short term commitment (30 day no quarrel cancellation policy)

Pricing

£0.20 to £0.25 a transaction a month

Service documents

Request an accessible format
If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at sales@cloudoko.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 12

Service ID

2 3 9 9 2 6 4 3 8 7 2 0 4 3 8

Contact

Cloudoko Matthew Wynn
Telephone: 07799 143063
Email: sales@cloudoko.com

Service scope

Software add-on or extension
Yes, but can also be used as a standalone service
What software services is the service an extension to
When integrated with a CRM system or website, Cloudoko Hub could be considered as an extension of that system. Cloudoko Hub extends the reach of websites and CRM systems (such as Lagan Enterprise) by facilitating integration into back office systems to retrieve records.
Cloud deployment model
Public cloud
Service constraints
To enable Cloudoko services to integrate with your internal systems, Cloudoko Driver must be installed on a Windows Server running inside your network. A Cloudoko Driver installation is required for each Cloudoko Environment you wish to run (e.g. Development / Production). Depending on the Connectors that are run in Cloudoko Driver, access and permissions to connect to databases / web services / APIs running inside your network may be required.
System requirements
  • Microsoft Windows
  • .NET Framework 4.7.2

User support

Email or online ticketing support
Email or online ticketing
Support response times
Our service desk is monitored 24/7, however regular support business hours are 9 to 5 (UK time), Monday to Friday. Alternate arrangements are available by negotiation, please contact us to outline your requirements.
User can manage status and priority of support tickets
Yes
Online ticketing support accessibility
WCAG 2.1 AA or EN 301 549
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
Our support portal is staffed by engineers responsible for the development ensuring that you get the best response to any issues raised. This is included in the cost of this service.
Support available to third parties
Yes

Onboarding and offboarding

Getting started
Included in our costs, we provide one day of onsite / offsite (as required) configuration training. This is backed up by our online service desk, powered by a knowledge base, including how-to, troubleshooting and concept articles.
Service documentation
Yes
Documentation formats
HTML
End-of-contract data extraction
Cloudoko Hub is an API interfacing tool, as such it only stores "pointers" to your internal records. This data can be extracted in CSV format at the end of the contract on request. Configuration data for the Hub service will be deleted at the end of the contract.
End-of-contract process
You may cancel your Cloudoko Hub subscription at any time to conclude on the final day of the month next following the expiry of a minimum of 30 days’ notice. Example 1: if notice is served on 27 March, the Subscription for this Service Offering shall expire at 23:59 on 30 April. Example 2: if notice is served on 2 April, the Subscription for this Service Offering shall expire at 23:59 on 31 May.

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
Yes
Compatible operating systems
Windows
Designed for use on mobile devices
Yes
Differences between the mobile and desktop service
The customer facing UI is a fully responsive design that works equally well on mobile and desktop devices.
Service interface
Yes
Description of service interface
The administrator UI is a fully responsive web site that works equally well on mobile and desktop devices.
Accessibility standards
WCAG 2.1 AA or EN 301 549
Accessibility testing
None
API
No
Customisation available
Yes
Description of customisation
Cloudoko Hub dashboards can be customised to appear like they belong on your website or CRM system. Our on-boarding process includes the creation of a CSS theme that is sympathetic to your brand. In addition, all Cloudoko Hub templates can be amended further to allow insertion of custom HTML headers, footers and CSS stylesheets (fonts, images etc).

Scaling

Independence of resources
Cloudoko Hub is implemented as Microsoft Azure Cloud Service that can be scaled up or down within minutes depending upon demand. We have several different scaling options including automatic scaling.

Analytics

Service usage metrics
Yes
Metrics types
On request, we can enable analytics reporting which will send Cloudoko Hub usage information to Google Tag Manager or Google Analytics.
Reporting types
Reports on request

Resellers

Supplier type
Not a reseller

Staff security

Staff security clearance
Staff screening not performed
Government security clearance
Up to Security Clearance (SC)

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
Other
Other data at rest protection approach
We store data inside an Azure SQL Database secured by Microsoft. Any sensitive information is encrypted.
Data sanitisation process
No
Equipment disposal approach
In-house destruction process

Data importing and exporting

Data export approach
Cloudoko Hub is an API interfacing tool, as such it only stores "pointers" to your internal records. This data can be extracted in CSV format at the end of the contract on request.
Data export formats
CSV
Data import formats
Other
Other data import formats
Cloudoko Hub does not import any data.

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)
  • Legacy SSL and TLS (under version 1.2)

Availability and resilience

Guaranteed availability
As per clause 9 of our subscription agreement (http://www.cloudoko.com/docs/en-gb/subscriptionagreement) we shall use commercially reasonable endeavours to make our service available 24 hours a day, 7 days a week. Our typical maintenance window is between 10pm and 2am UK time. Our service desk is open during normal Cloudoko business hours (9am – 5pm UK time), however we do monitor the desk outside of these hours and will respond to emergency situations. In the unlikely event that a customer deemed our service level unacceptable, we would refund that month's subscription upon request.
Approach to resilience
Cloudoko Hub is hosted on multiple servers within the Microsoft Azure Cloud. Further information is available on request.
Outage reporting
In the unlikely event of an outage or any system degradation, we provide email alerts. System status is also reported via our administration portal.

Identity and authentication

User authentication needed
Yes
User authentication
  • Username or password
  • Other
Other user authentication
We believe that not all business processes will benefit from enforcing authentication on an end user. Therefore, authentication in Cloudoko Hub is an option that can be configured on a process by process basis. To enable authentication your subscription must include the Cloudoko Identity module. Further details of this can be found in our pricing document.
Access restrictions in management interfaces and support channels
Users are granted an account which provides access to the Cloudoko Hub management interface through the "My Cloudoko" section of our website. It uses a role based permission system to restrict the functionality available to your users. We place no limit on the number of user accounts you can create in our service.

Our service desk uses a separate third party authentication system.
Access restriction testing frequency
At least every 6 months
Management access 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
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
Yes
Any other security certifications
  • Cloudoko is currently pursuing ISO:27001 certification.
  • Cloudoko is currently pursuing Cyber Essentials certification.

Security governance

Named board-level person responsible for service security
Yes
Security governance certified
Yes
Security governance standards
Other
Other security governance standards
Cloudoko is currently pursuing ISO/IEC 27001 certification.
Information security policies and processes
As Cloudoko is a micro-sized enterprise, all reporting is currently to director level.

We currently comply with a range of the requirements, policies and controls with a comprehensive approach that maps to ISO 27001:2013, the international standard for information security.

We are on the journey to independent certification for ISO 27001:2013, and are aiming for a UKAS accredited certificate to be achieved during 2017. Our practices will also ensure compliance with the information security and privacy elements expressed in the EU General Data Protection Regulations from May 2018.

ISO 27001: 2013 focused tools, policies and frameworks are either in place or in the process of being implemented including a statement of applicability and objectives for an information security management system (ISMS) scope to include the organisation and its staff, the products available over G-Cloud, and relevant supply chain activity that either processes customer data or has some interaction around it e.g. development of the service.

Operational security

Configuration and change management standard
Supplier-defined controls
Configuration and change management approach
All code is managed in a source control repository (Microsoft Team Foundation Service). All changes are tracked in an issue management system (Atlassian JIRA) and their potential security impacts are reviewed on a individual basis. Our release process allows rollback to any version of our services. Should problems be found, we can switch between production and staging environments very quickly.
Vulnerability management type
Supplier-defined controls
Vulnerability management approach
Our service is deployed as an Azure Cloud Service. As such, operating system vulnerability patching is handled by Microsoft. Most third party software libraries we use are delivered via NuGet which reports any recommended updates. We endeavour to update our services to use these as quickly as possible whilst maintaining system integrity.
Protective monitoring type
Supplier-defined controls
Protective monitoring approach
Logs are currently manually monitored for unusual activity. In the near future, we aim to automate much of these procedures coupled with an alerting system.
We are able to disable parts of the system with a high degree of granularity, allowing us to investigate affected parts whilst largely maintaining service up-time. Affected customers are kept informed via our service desk and emails.
We respond to all incidents within one hour.
Incident management type
Supplier-defined controls
Incident management approach
Whether discovered by customers or ourselves, incidents are reported via our service desk and all further updates are reported via the same service desk ticket. Where an incident affects more than one customer, incident updates are provided via email. In the case of a serious incident causing any amount of downtime, upon resolution, a full report detailing causes and any remedial steps taken is emailed to affected customers.

Secure development

Approach to secure software development best practice
Supplier-defined process

Public sector networks

Connection to public sector networks
No

Pricing

Price
£0.20 to £0.25 a transaction a month
Discount for educational organisations
No
Free trial available
Yes
Description of free trial
We provide 30 day trials of Cloudoko Hub on request. All features in the software are enabled.
Link to free trial
https://www.cloudoko.com/contact?subject=hub-trial

Service documents

Request an accessible format
If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at sales@cloudoko.com. Tell them what format you need. It will help if you say what assistive technology you use.