Horizon Software Solutions

iClarity Customer Relations Management, Marketing Automation and Mobile Engagement

iClarity is a Cloud based Platform which delivers one solution to power marketing coordination across every channel and location. It contains all components for a modern marketing automation: Social CRM, Mobile Engagement Management, Campaign management, Loyalty management, standard Android and iOS Mobile applications powered by iClarity, Improved Data Management.

Features

  • Modular and intergrated
  • Social Media and Mobile Apps Interface
  • Big Data Management and Analytics
  • Android and iOS mobile apps
  • Real-time reporting
  • Real-time analytics
  • SQL and NoSQL database

Benefits

  • Rapid and easy configuration
  • Makes best use of available data
  • Technology which integrates with key business functions
  • Gateway for external sourcing systems
  • Management information, dashboard, alerting and monitoring
  • Better services and decisions based on availability of real-time information
  • Deliver the right service, through the right channel and time
  • Integrates any contact channels including mobile

Pricing

£80 to £200 per user per month

  • Education pricing available
  • Free trial available

Service documents

G-Cloud 9

260889417485375

Horizon Software Solutions

Patrick Coulter

07814641426

pat.coulter@horizont.co.uk

Service scope

Service scope
Software add-on or extension No
Cloud deployment model Hybrid cloud
Service constraints None
System requirements No specific requirements

User support

User support
Email or online ticketing support Email or online ticketing
Support response times 7.00 - 18.00
User can manage status and priority of support tickets No
Phone support Yes
Phone support availability 9 to 5 (UK time), 7 days a week
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 Our web chat is a standard plugged in tool. Users can ask a question and anyone who is available from our team will be able to respond to these questions.
Web chat accessibility testing We have tested the web chat in both testing and live environment and it is working well.
Onsite support Onsite support
Support levels Standard Support Service will be provided during the hours defined which comprise:
1. A telephone, email and chat help desk to provide first-line technical support to users of the Software
2. Remote diagnosis and, where possible, correction of faults or malfunctions of the Software;
3. Second-line on-site technical support in order for the company to
investigate promptly the reported defect or error and to make such corrections,amendments or repairs as are necessary to restore the Software so that it complies with the requirements of the Contract.
For the avoidance of doubt, the cost of the Updating Service is included in the Service Charges.
A technical account manager will be provided.
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started We provide user (including admin) training documentation, online training, onsite training. Video training materials are also provided for self training.
Service documentation Yes
Documentation formats PDF
End-of-contract data extraction There are various way which the data can be extracted. Either through the API, directly from the database or through the standard software data export functionality, accessible through the Browser.
End-of-contract process At the end of the contract we will extract all the data which is relevant to the client and will be archived and sent to the data owner. If the client wishes can use our services to help him with the data migration to their new solutions. Usually the data will be available through the usual service for a mutually acceptable period of time.

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 7
  • Internet Explorer 8
  • Internet Explorer 9
  • Internet Explorer 10+
  • 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 No dependencies identified.
Accessibility standards None or don’t know
Description of accessibility It is a normal web based application accessed through a browser
Accessibility testing The solution has been tested in test environment and in a production environment and no issues have been identified
API Yes
What users can and can't do using the API All User interface transactions are going through the API back end. Therefore any of these transactions can be processed through external services through the API. E.g. User registration, Use management, Campaign management, Mobile application transactions, Generic actions etc
API documentation Yes
API documentation formats PDF
API sandbox or test environment Yes
Customisation available Yes
Description of customisation Only administrators can customise elements of the service. They can define the roles and responsibilities within the organisation. They can configure the whole solution and administrators can allow API access to external parties. Sourcing systems can be attached to the software also when the administrators give the necessary permissions.

Scaling

Scaling
Independence of resources The functionality is not shared between the users. They only share the servers where the software is running. These servers are scalable and will scale in case higher system demands, therefore we do not expect users to be affected by third parties transactions.

Analytics

Analytics
Service usage metrics Yes
Metrics types All user transactions and history are recorded on the database and can be reviewed in real-time by the users and administrators. Most of them are available through the software (the web interface) but some of the system data could be extracted from the audit trail information in the database.
Reporting types Real-time dashboards

Resellers

Resellers
Supplier type Not a reseller

Staff security

Staff security
Staff security clearance Other security clearance
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 European Economic Area (EEA)
User control over data storage and processing locations No
Datacentre security standards Complies with a recognised standard (for example CSA CCM version 3.0)
Penetration testing frequency At least once a year
Penetration testing approach ‘IT Health Check’ performed by a CHECK service provider
Protecting data at rest Physical access control, complying with SSAE-16 / ISAE 3402
Data sanitisation process No
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 For the data export users can use the Export functionality which is available in our software. It is accessible from their user accounts through the Browser.
Data export formats CSV
Data import formats CSV

Data-in-transit protection

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

Availability and resilience
Guaranteed availability 99.99% during work days, 99.9% for nights/weekends. Users get up to 20% refund for the months when we do not meet these levels.
Approach to resilience It is available on request.
Outage reporting 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 We do not provide any external access to the interfaces and/or our internal support facility.
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 Users have access to real-time audit information
How long user audit data is stored for At least 12 months
Access to supplier activity audit information Users have access to real-time audit information
How long supplier audit data is stored for At least 12 months
How long system logs are stored for At least 12 months

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 accreditations No

Security governance

Security governance
Named board-level person responsible for service security Yes
Security governance accreditation No
Security governance approach We ensure that all information is managed and held securely and in line with best practice. We agree specific requirements our clients. We regularly review our approach to ensure that this is inline with best practice and client's environemnt/policies/systems
Information security policies and processes We plan and work in a systematic way as we develop and implement the software solutions. We build in information security into all of our work.
Our information security policies are in line with best practice and ensure we can meet specific client requirements. We have internal controls and share information across our team. We have rigorous internal challenges and review -- and all projects are overseen by are MD who acts our overall Project Director.

We are also committed to open two way communications, and as well as formally agreed reporting we believe in an open door approach. This means that issues and risks are immediately discussed and actioned, and signed off in the formal project governance processes.

Operational security

Operational security
Configuration and change management standard Supplier-defined controls
Configuration and change management approach Horizon adopts a comprehensive Code Control System which enables our teams and developers to deliver multiple and complex projects. We are using an integrated suite of Web-based Source Control Management, issue tracking, project management, and collaboration tools. With the help of the above and our customer management solution, the components of services are tracked through their lifetime. Before a change to the solution is planned a thorough investigation is performed for the impact of these changes. A risk assessment team makes the decision is the impact is high or low.
Vulnerability management type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach We monitor closely the potential vulnerability of our software and service. We test regularly the software for any such issues. If we identify an issue - it is report to our risk management team for assessment. In parallel our technical team provides a solutions which is then tested and accepted by the delivery team. The patch is deployed asap based on the agreed SLAs.
The potential threads are checked through the vulnerability testing usually performed every 6 months or on request.
Protective monitoring type Supplier-defined controls
Protective monitoring approach We monitor all the key elements of the software, database and its performance. We also test the overall solution in order to identify proactively the potential issues. All observations are reported and recorded in a tracking tool, which are then simulated and based on the priority and impact they are moved to the development team for fixing. Once fixed they are going through unit, system and integration testing. And then the are either patched to the live system or are included in one of our next releases.
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 We are using a incident management tool which records all the observations which then keep the history for the investigation, resolution, testing and delivery. Users also have access to this web based incident management tool and they record the observations on their own. A workflow process then moves it to the relevant people in our organisation for processing and fixing. When a piece of information is provided on the system it also automatically sends emails to all involved in the project. The tool provides standard and customs reports which can be generated either by the users, clients or us.

Secure development

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

Public sector networks

Public sector networks
Connection to public sector networks No

Pricing

Pricing
Price £80 to £200 per user per month
Discount for educational organisations Yes
Free trial available Yes
Description of free trial We are offering a free trial one month period of our key Cloud services.

Documents

Documents
Pricing document View uploaded document
Skills Framework for the Information Age rate card View uploaded document
Service definition document View uploaded document
Terms and conditions document View uploaded document
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