Brandwatch

Brandwatch Social Media Monitoring & Analytics Service / Enterprise

Brandwatch is a real time social media monitoring, social media listening, social analytics and consumer intelligence platform crawling millions of online sources, including all major social networks (Twitter etc.), news and review sites, blogs and forums, to provide owned and earned social media tracking and market research, including image recognition.

Features

  • Unlimited mentions
  • Unlimited users
  • Historical data back to 2010 included as standard
  • Full Twitter firehose coverage back to 2006
  • Dedicated Account Manager, comprehensive training and full Help Centre access
  • Multilingual coverage with 44 supported languages
  • Fully user customisable and shareable dashboards with AI capabilities
  • Fully exportable data including API access
  • Automated reporting and user customisable alerts
  • Most extensive and flexible search functionality for high data relevance

Benefits

  • Understand where consumers talk about you and what they say
  • Understand consumer sentiment about your brand and improve customer service
  • Measure resonance and success of your owned and earned media
  • Find key influencers talking about your brand, department and initiative/campaign
  • Conduct historic and real time market research projects
  • Stay on top of emerging trends in real time
  • Gain early warning of emerging crises for PR management
  • Expert setup and support ensures you maximise your social data
  • Almost unlimited user customisation makes data analysis much easier
  • High quality social data supports informed business decision making

Pricing

£2245 per licence per month

Service documents

Framework

G-Cloud 11

Service ID

3 6 8 3 2 0 4 7 7 6 9 5 2 6 7

Contact

Brandwatch

Rob Noble

07827 336591

robn@brandwatch.com

Service scope

Service scope
Software add-on or extension No
Cloud deployment model Private cloud
Service constraints Brandwatch only collects publicly available data
Fair usage policy applies to our Enterprise Q Accounts
Must have an active internet connection to access the system
System requirements
  • Active Internet Connection
  • Access to web browser, Google Chrome or Mozilla Firefox recommended

User support

User support
Email or online ticketing support Email or online ticketing
Support response times 4 business hours - most calls are fixed within 45 minutes
User can manage status and priority of support tickets Yes
Online ticketing support accessibility None or don’t know
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 Brandwatch support comes in a variety of options, some included and some offered as additional services. Free support includes access to an AM, our support teams around the world and access to the help centre. Paid for support comes in the form of bespoke training packages, professional services and consultancy.
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started Brandwatch will always propose a bespoke onboarding service based a specific client's needs. We follow a customer success methodology when onboarding a client, with each element of the process aligned to deliver maximum value in the shortest time. Elements include training, professional services setup and account management.
Service documentation Yes
Documentation formats
  • HTML
  • PDF
  • Other
Other documentation formats
  • Online
  • PowerPoint
  • Email
End-of-contract data extraction Prior to termination of service, clients are free to download their data out of the platform if required.
End-of-contract process 30-day notice period. We ask our clients to submit notification in writing to their Account Manager. As soon as the notice period has expired, your account will be deactivated and can no longer be accessed.

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 8
  • Internet Explorer 9
  • Internet Explorer 10
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
Application to install No
Designed for use on mobile devices Yes
Differences between the mobile and desktop service While our platform has not been optimised for use on mobile devices, certain elements, such as the alerting functionality, has been optimised for mobile (emails)
Service interface Yes
Description of service interface Brandwatch displays your data in a clean, professional and easy to read interface, in the form of a series of dashboards. It provides a number of dashboard templates and wizards to help users quickly make sense of their data. A dashboard consists of a series of tabs, and each tab contains one or more dashboard components such as charts, graphs, tables and word clouds etc. Once a dashboard template is generated, it can be used as-is, or a user can choose customise the layout and dashboard content.
Accessibility standards None or don’t know
Description of accessibility The Brandwatch application is compatible with Google Chrome Web applications. For example, users who have a sight impediment care able to install ChromVox plug in ( a screen reader app) and this will work with the Brandwatch app platform. All user can access our platform using an active internet connection and most web browsers.
Accessibility testing No testing with users of assistive technology has been completed to date
API Yes
What users can and can't do using the API Brandwatch has a RESTful API that allows you to access all your data, metadata and metrics available within Brandwatch Analytics. Our API provides HATEOAS links for internal navigation, making it simple, quick and easy to use. The Brandwatch API allows you to export data to create custom reports.
API documentation Yes
API documentation formats Open API (also known as Swagger)
API sandbox or test environment No
Customisation available Yes
Description of customisation The Platform is highly customisable to the users. Searches and data collection are defined by the user in a completely customisable search interface. The dashboard functionality is also highly customisable, with a range of building options that clients have access to. All other features such as alerts are also customisable.

Scaling

Scaling
Independence of resources The Brandwatch service utilises cutting edge hardware and load balances multiple instances across all of our services. For periods of high usage we distribute load across many machines.

Analytics

Analytics
Service usage metrics Yes
Metrics types Mention count. Impressions. Retweets. Shares. Likes. Comments. Reach. Metrics are also completely user defined with our customisable rules engine which allows the user to set the criteria by which they want data categorised, becoming new user specific metrics.
Reporting types API access

Resellers

Resellers
Supplier type Not a reseller

Staff security

Staff security
Staff security clearance Other security clearance
Government security clearance None

Asset protection

Asset protection
Knowledge of data storage and processing locations Yes
Data storage and processing locations
  • United Kingdom
  • European Economic Area (EEA)
  • EU-US Privacy Shield agreement locations
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 every 6 months
Penetration testing approach Another external penetration testing organisation
Protecting data at rest
  • Physical access control, complying with another standard
  • Other
Other data at rest protection approach Physical security controls: The data centres are manned 24x7 with secure perimeter, biometric security, CCTV monitoring and offsite storage, and Brandwatch has fully owned dedicated systems housed in locked racks.
Production environment is segregated from other systems and Remote access is only permitted from trusted sources following a multi-factor authentication and authorisation process.
Brandwatch does not permit access to systems or data by third parties or sub-contractors, and any system maintenance will be supervised.
Data sanitisation process Yes
Data sanitisation type Explicit overwriting of storage before reallocation
Equipment disposal approach A third-party destruction service

Data importing and exporting

Data importing and exporting
Data export approach All data can be downloaded from the Brandwatch platform by the user. Data download formats include Excel, CSV, JPG and PNG. In addition, users are able to download data in the form of PPt reports. All data exporting can be achieved at the click of a button by any.
Data export formats
  • CSV
  • Other
Other data export formats
  • XLS
  • JPEG
  • PNG
  • PPt
Data import formats
  • CSV
  • Other
Other data import formats
  • Raw data can be exported in the standard Excel format
  • Charts and Graphs can be exported in Jpg.
  • Charts and graphs can be exported in Png.
  • Automated reports are exported in PDF
  • Dashboard Downloads are in PPt format.

Data-in-transit protection

Data-in-transit protection
Data protection between buyer and supplier networks Other
Other protection between networks We use Secure Socket Layer (SSL) to encrypt all of the customer’s authentication Information transmitted (in transit) between ourselves and the customer. We do not allow any unencrypted access to the customer’s information. We use an SSL certificate issued by a trusted root certificate authority.
Data protection within supplier network Other
Other protection within supplier network Within this network, hardened systems are segregated into zones, with only approved traffic flows permitted between zones or systems. Admin access is restricted and controlled by multi-factor authentication. Any data that leaves our trusted network environment must have encryption, typically through HTTPS (TLS). Within our trusted network, application access remains protected by HTTPS and secure protocols are widely used, but are not mandatory unless credentials are included. We also have extensive monitoring capabilities and this helps detect anomalous traffic and other issues.

Availability and resilience

Availability and resilience
Guaranteed availability Brandwatch publishes support and availability SLAs on our website.
Currently, this is for 99.5% over any calendar month excluding our regular scheduled maintenance window.

Brandwatch exceeded Service availability SLAs during every month in 2016.
Approach to resilience Brandwatch has a Primary and Secondary datacentre coupled with a system architecture that avoids single points of failure. This arrangement helps us to maintain service availability during major infrastructure changes or incidents.

Brandwatch Business Continuity/Disaster Recovery requirements include annual testing for each system component so we are prepared to act if the worst happens. If a pandemic or other scenario affects one of our office locations, we have the capability to maintain operations remotely or from other offices.
Outage reporting We endeavour to give at least two days notice for scheduled maintenance, and information is provided through an in-app notifications interface.
Application monitoring automatically alerts internal stakeholders to performance or availability issues. For service impacting incidents and unplanned outages, we would post a status message using channels such as Twitter. If services are unavailable for an extended period we would invoke our critical incident management process, which includes direct notification to clients..

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
Access restrictions in management interfaces and support channels Client Administrators are tagged with their organisation identity, and unable to access and other client data.
Brandwatch Support teams have Two Factor authentication for access to administrative functions. Monthly reviews of admin users ensure this is correctly allocated and our Leaver process ensures that accounts are immediately disabled and access tokens retrieved.
Out of band or back-end System access is strictly limited to operational roles following senior management approval.
Access restriction testing frequency At least every 6 months
Management access authentication 2-factor authentication

Audit information for users

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 1 month and 6 months

Standards and certifications

Standards and certifications
ISO/IEC 27001 certification Yes
Who accredited the ISO/IEC 27001 Bsi Assurance UK Ltd.
ISO/IEC 27001 accreditation date 19/2/2015
What the ISO/IEC 27001 doesn’t cover All Annex A controls are Applicable. The ISO27001 certification is for the Brandwatch Applications and services delivered to our customers and the supporting process. Internal operations and business process may not be formally covered by certification, but security policies and procedures are applied to all parts of the business, regardless.
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 We have a high level information security policy with more granular policies for specific topics. Security Policy supports all areas of our ISO27001 certification and is reviewed annually. All staff agree to Acceptable Use and confidentiality in employment contracts. Training is provided during induction process and ongoing throughout employment.

Operational security

Operational security
Configuration and change management standard Supplier-defined controls
Configuration and change management approach Brandwatch adopts a centralised management approach, with regular automated updates and checks to ensure all systems are correctly configured.
Change management - application code changes are released twice monthly. Brandwatch has a 4 week development cycle which includes 2 weeks of QA and other testing, following peer review and management approval. Infrastructure and system changes that may affect live systems take place during maintenance window.
Vulnerability management type Supplier-defined controls
Vulnerability management approach Strategy is to minimise exposure to vulnerabilities through system design and configuration, patch critical vulnerabilities as soon as possible and make other updates during regular maintenance.
The Vulnerability Management lifecycle covers Discovery/identification, Analysis/risk assessment, Treatment/patch or config change, Tracking/monitoring the status of treatment, and Testing/confirmation of fix.
Protective monitoring type Supplier-defined controls
Protective monitoring approach Brandwatch has in depth monitoring of systems, networks and applications for performance, capacity, errors and attacks. We use automated alerting and dashboards to identify anomalies and required actions. Centralised logging allows us to correlate events and protect audit data.
Incident management type Supplier-defined controls
Incident management approach Possible Incidents may be raised through automated systems or reported by customers, operational staff or anyone in the organisation. On-call or dedicated teams perform Triage, or assessment, to determine actions, priority and severity. Security incidents of high severity require post incident review and reporting, and critical incidents have a separate process, including notification to clients.

Secure development

Secure development
Approach to secure software development best practice Supplier-defined process

Public sector networks

Public sector networks
Connection to public sector networks No

Pricing

Pricing
Price £2245 per licence per month
Discount for educational organisations No
Free trial available No

Service documents

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