ECKOH UK LIMITED

Social

Our Social tool is a comprehensive tool that monitors the entire Social Web - on social media, news sites, blogs and forums - for mentions made about a company and to a company. It then brings them all into one place for real time engagement.

Features

  • Full monitoring of entire Social Web
  • Engage in Real time with customers
  • Analyse and respond in one console
  • All Social media covered
  • Full Team Performance Stats
  • Insights and analytics
  • Publish direct from the tool
  • Monitor competitors
  • Set up SLAs for agents
  • All mentions about you and to you brought in

Benefits

  • SLA's improve Team Performance
  • Much faster response times - in real time
  • Agents can respond to all Social Media on one place
  • Discover top conversations and compare buzz to your competitors
  • Compare your social media profiles with your competitors
  • Gather valuable insights in the performance of your social profiles
  • One login gives access to all social media profiles

Pricing

£30 to £195 per licence

  • Free trial available

Service documents

G-Cloud 11

313182928117964

ECKOH UK LIMITED

Louisa Seymour

07825 219705

Louisa.Seymour@eckoh.com

Service scope

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 Live Chat
Cloud deployment model Private cloud
Service constraints None
System requirements IE 9 +

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Response times do not change at the weekends. Response times differ on the error severity for example: Serious (24/7 Support) - 1 hour Service Affecting - 4 Business Hours Minor - 48 Business Hours
User can manage status and priority of support tickets No
Phone support Yes
Phone support availability 24 hours, 7 days a week
Web chat support Web chat
Web chat support availability 9 to 5 (UK time), 7 days a week
Web chat support accessibility standard None or don’t know
How the web chat support is accessible Online via pop up
Web chat accessibility testing None
Onsite support Yes, at extra cost
Support levels Cover 1 - Charged at 5% of annual service cost, payable in advance Monday to Friday 09.00 – 18.00, excluding UK public holidays to include help desk telephone support providing user assistance and fault reporting, and resolution within SLA. Cover 2 – Charged at 8% of annual service cost, payable in advance Monday to Saturday 09.00 – 18.00 excluding UK public holidays to include help desk telephone support providing user assistance and fault reporting and resolution within SLA. Cover 3 – Charged at 10% of annual service cost, payable in advance Monday to Saturday 24 hour a day (24/6) to include help desk telephone support providing user assistance and fault reporting and resolution within SLA. Cover 4 – Charged at 15% of annual service cost, payable in advance Seven days a week 24 hours a day (24/7/365) to include help desk telephone support providing user assistance and fault reporting and resolution within SLA. Other maintenance schedules can be agreed upon request.
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started We provide complete end to end account management, onsite and online training and online user documentaion
Service documentation Yes
Documentation formats
  • ODF
  • PDF
  • Other
Other documentation formats Online
End-of-contract data extraction This can be a manual process via the API as JSON
End-of-contract process 3 months notice

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 Mobile has different collapsed styling
API Yes
What users can and can't do using the API Harvest data via the API
API documentation Yes
API documentation formats HTML
API sandbox or test environment Yes
Customisation available Yes
Description of customisation The GUI can be 'branded' using settings in the administration console, for advanced users, they can make CSS edits directly to change the look and feel of the GUI.

Scaling

Scaling
Independence of resources The infrastructure is continually monitored for capacity and can be scaled horizontally at any time should additional resource be needed, this is done at around 66% of capacity in real time before any peaks would cause system degradation.

Analytics

Analytics
Service usage metrics Yes
Metrics types There are performance statistics per social channel, per social account, and as comparison against other topics or channels. There are hundreds of widgets that can be snapped into custom dashboards. These dashboards can then be automatically scheduled and sent out as PDF reports via email.
Reporting types
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

Resellers
Supplier type Reseller providing extra support
Organisation whose services are being resold Clarabridge

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
  • 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 every 6 months
Penetration testing approach Another external penetration testing organisation
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 This is available via API as JSON, much of the data on social media is not the user's data and so they need to be aware of GDPR regulations when harvesting and storing social data.
Data export formats Other
Other data export formats JSON
Data import formats Other
Other data import formats JSON

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 99.9%
5% of the recurring monthly fee for the Subscription Services for the month of the failure.
Approach to resilience Available on Request
Outage reporting Email alerts
Public dashboard
An API ( if enterprise level)

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication
  • 2-factor authentication
  • Username or password
Access restrictions in management interfaces and support channels This is role based and depends on your access level created by your administrator, if you do not have the relevant access you cannot access management interfaces.
Access restriction testing frequency At least every 6 months
Management access authentication
  • 2-factor 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 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 User-defined

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 certifications Yes
Any other security certifications DigiCert High Assurance CA-3

Security governance

Security governance
Named board-level person responsible for service security Yes
Security governance certified No
Security governance approach Placeholder
Information security policies and processes Claribridge tests all code for security vulnerabilities before release, and regularly scans our network and systems for vulnerabilities. Third-party vulnerability testing from McAfee runs daily.
• Application vulnerability threat assessments
• Network vulnerability threat assessments
• Selected penetration testing and code review
• Security control framework review and testing

Operational security

Operational security
Configuration and change management standard Supplier-defined controls
Configuration and change management approach Clarabridge follows a quarterly release schedule. Releases contain new features or major upgrades to existing features. They usually mean a major change in the user experience, or new functionality. Clarabridge communicates about these New Releases clearly and well in advance. Customers mostly have the option to switch between the prior version and the new version for a reasonable amount of time.
Vulnerability management type Supplier-defined controls
Vulnerability management approach There is continuous monitoring of the availability of the Clarabridge application. Both technical as non technical teams are responsible for following up on incidents. Monitoring happens at 3 distinct levels: Application level, System level, Network level; This is not an exhaustive list. In case of an emergency update Customers are informed promptly when the update means noticeable unavailability of some of the Services, per the website. Customers can subscribe to updates on this website via mobile notification or e-mail.
Protective monitoring type Supplier-defined controls
Protective monitoring approach 1. Application Level Monitoring
Total amount of application errors:
Errors reported by software
http 500 results
own application logic error
Application speed:
average/percentile monitoring of page load times
Integrated Services:
amount of api calls
speed of api calls
amount of new messages coming in
Message processing:
Queue sizes
Queue delays
Processing rate
Application Load
Backups health
Check necessary backups

2. System Level Monitoring For each server:
Uptime
Network usage
Load average
Memory usage
Disk usage
Check necessary services
DDOS

3. Network Level Monitoring
Happens in our datacenter.

4. Other Monitoring
Automatic regression tests

5. Alerting
Automatic round-the-clock alerting
Monitoring screens
Incident management type Supplier-defined controls
Incident management approach Clarabridge creates a support ticket for each incident it receives through any support channel. Support tickets are tackled on a first come, first serve basis within their Event Classification. The Support Desk will respond as per the relevant Response Time indicated in the SLA. Clarabridge sends Customer an email confirming its support ticket and ticket number. Customer will receive an email each time the status of the incident changes.

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 £30 to £195 per licence
Discount for educational organisations No
Free trial available Yes
Description of free trial Full trial. 2 weeks

Service documents

pdf document: Pricing document pdf document: Terms and conditions pdf document: Modern Slavery statement
Service documents
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