Groop Ltd

Groop - Community Management Platform

Groop is a Software as a Service (SaaS) business providing a Community Management Platform under a licensing model, based in Wiltshire, England.
Groop offers an eco-system which covers all aspects of managing a hierarchical organisation. Groop provides risk management for volunteering, 24/7; taking care of the compliance, communications and data.

Features

  • Communication tools including video conferencing and live chat
  • Online payments - invoices and donations
  • Online resources library and governance
  • Easy to use and intuitive cloud based platform
  • Unlimited cloud storage with flexible sharing through your organisation
  • Event management including planning, evaluating and supporting your beneficiaries
  • Manage your network, report on outputs, outcomes and longterm impact
  • Report on your data with, dashboards and bespoke reporting-tools
  • Customisable organisational structure and data fields
  • UK Sovereign Server Hosting with UK based support

Benefits

  • Empower your network to remain engaged and connected
  • Get paid on time
  • Safeguard and Quality Assure your network with up-to-date consistent material
  • Accessible anytime, anywhere on both web and mobile app
  • Keeping your network informed and up-to-date in real time
  • Providing structured sessions for your staff, volunteer and beneficiaries
  • Time and cost saving having all information in one place
  • Providing valuable date insight for analysis, planning and projecting
  • Efficient and effective operations with a high quality user experience
  • Secure and reliable expertise and support

Pricing

£1,000 a unit 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 samantha.bland@groop.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 12

Service ID

3 7 9 8 5 9 4 0 8 3 8 1 5 5 6

Contact

Groop Ltd Samantha Bland
Telephone: 01249 691491
Email: samantha.bland@groop.com

Service scope

Software add-on or extension
No
Cloud deployment model
Public cloud
Service constraints
None
System requirements
  • An Internet Connection
  • Up to date, secure internet browser

User support

Email or online ticketing support
Email or online ticketing
Support response times
On average 2.5 hours including weekends.
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), 7 days a week
Web chat support accessibility standard
None or don’t know
How the web chat support is accessible
Web chat is accessible from all areas of our platform. Automated responses direct user to support articles first before connecting to a live agent.
Web chat accessibility testing
None
Onsite support
Yes, at extra cost
Support levels
All Groop customers receive UK based telephone, live chat and email support. Depending on your Groop package we are able to provide differentiated support levels - this can range from a dedicated Account Manager to on-site technical support.
Support available to third parties
Yes

Onboarding and offboarding

Getting started
We have an comprehensive on-boarding process for our customers, additionally we can deliver onsite workshops and ‘train the trainer’ days for organisations at an additional cost.

Users have 24/7 access to our knowledge base and are supported via the platform, online chat, email and phone.
Service documentation
Yes
Documentation formats
  • HTML
  • PDF
End-of-contract data extraction
Users can extract data as a CSV file or via their dedicated Account Manager if applicable.
End-of-contract process
At end of contract, clients are offered all their data in an appropriate and secure form. There may be an additional cost for this. We will delete or obfuscate historic data depending on requirement.

Using the service

Web browser interface
Yes
Supported browsers
  • Internet Explorer 10
  • 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
The platform is responsive and designed to work across all devices. However, mobile application functionality is limited to specific user roles. Full administration features are only available on desktop.
Service interface
No
API
Yes
What users can and can't do using the API
API connection and functionality is available on request.
API documentation
Yes
API documentation formats
PDF
API sandbox or test environment
No
Customisation available
Yes
Description of customisation
Roles assigned to users enable permission based access which then provide the ability to customise certain areas. Users can customise labelling, data fields and library/governance materials - managing taxonomies and the content.
Organisation users can customise their hierarchical structure and the forms, content and fields for their regional and local groups.
Individual users can customise their avatar and groups can customise dashboard imagery and logo.

Scaling

Independence of resources
Groop has been built from the ground up using an API centric model, enabling it to be utilised as a scalable platform from day one, giving the the ability to build an even more connected network, enabling engagement with existing CRM style applications for example.
Designed as a scalable and resilient architecture that is capable of handling millions of users and securely stores client data, backed up daily.
This model allows separate services to be developed in tandem and yet easily integrated. We have wide ranging monitoring of our server and systems performance.

Analytics

Service usage metrics
Yes
Metrics types
Service metrics include a wide range of event management and membership records. Demographics, geo mapping, frequencies and impact within data parameters. Other parameters can be applied by the user with a range of tagging options. These metrics are available in real time for users. Record data is date/time stamped on creation, updating and deletion and this data can be provided on request.
Reporting types
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

Supplier type
Not a reseller

Staff security

Staff security clearance
Other security clearance
Government security clearance
Up to Developed Vetting (DV)

Asset protection

Knowledge of data storage and processing locations
Yes
Data storage and processing locations
United Kingdom
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 CSA CCM v3.0
  • Physical access control, complying with another standard
  • Scale, obfuscating techniques, or data storage sharding
  • Other
Other data at rest protection approach
Physical access control to the datacentre and cloud platform, conforming to ISO27001 standards. In addition, any sensitive data is encrypted.
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 export approach
Users have access to self serve reporting currently downloadable as CSV files.
Data export formats
CSV
Data import formats
CSV

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)
  • Other
Other protection within supplier network
Private VPC

Availability and resilience

Guaranteed availability
We currently achieve 99.9% availability on our platform. Any planned developments are released outside office hours to minimise disruption to user experience.
We ensure a minimum 98% availability in our SLA. We do not have a refund policy and in six years of operation we have never delivered below 99.9% availability.
Approach to resilience
Groop make use of multiple regions and availability zones within UKCloud, ensuring that the N+1 architecture is deployed across these regions and zones to reduce the risk of an outage causing any down time for the users. In the event of a catastrophic outage, the entire platform Is backed up to a different geographic location and can be re-deployed automatically within minutes.
Outage reporting
Email alerts to our user base.

Identity and authentication

User authentication needed
Yes
User authentication
Username or password
Access restrictions in management interfaces and support channels
All administrative access is controlled and logged via a secure VPN with each user having their own user account and secure private key.
Access restriction testing frequency
At least every 6 months
Management access authentication
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Dedicated link (for example VPN)
  • Username or password

Audit information for users

Access to user activity audit information
No audit information available
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
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
Cyber Essentials

Security governance

Named board-level person responsible for service security
Yes
Security governance certified
Yes
Security governance standards
Other
Other security governance standards
Cyber Essentials
Information security policies and processes
We have a security policy last updated in February 2020. An extract includes…
Ultimate responsibility for information security rests with the Chief Executive of Groop but on a day-to-day basis the Innovation and Insight Director and Chief of Staff shall be responsible for managing and implementing the policy and related procedures.

Line Managers are responsible for ensuring that their permanent and temporary staff and contractors are aware of:-
The information security policies applicable in their work areas.
Their personal responsibilities for information security.
How to access advice on information security matters.

Regular reporting is to Board level via the responsible Directors.

Operational security

Configuration and change management standard
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Configuration and change management approach
All development and update work is planned and communicated to our users. Release versions and dates are within these communications.

Our platform and planned developments are all tracked through their lifetime using our project management tools and workflows. All areas are constantly assessed for security impact. New features and developments are fully tested in a test environment prior to delivery.
Vulnerability management type
Supplier-defined controls
Vulnerability management approach
Groop conforms to the ISO20000 and ITILv3 approach to operational management of their platform. Standard change controls, incident management and service management processes are in place.
Protective monitoring type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach
Groops platform is protected by a GPG13 compliant protective monitoring service. Groop conforms to the ISO20000 and ITILv3 approach to operational management of their platform. Standard change controls, incident management and service management processes are in place.
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
ISO20000 and ITILv3 management approach.

Secure development

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

Public sector networks

Connection to public sector networks
Yes
Connected networks
Other
Other public sector networks
Potentially through our API on request.

Pricing

Price
£1,000 a unit a month
Discount for educational organisations
Yes
Free trial available
Yes
Description of free trial
Included are all the features of the Groop platform. Trialing is available on request.
Link to free trial
https://groop.com/contact-pricing-billing/

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 samantha.bland@groop.com. Tell them what format you need. It will help if you say what assistive technology you use.