Digital collaboration groups (workspaces/project spaces/team sites/communities) on the Knowledge Hub enable members to connect, communicate, exchange knowledge, ideas, insight and experience to help them in their work. Groups can be open, restricted (access controlled) or private (hidden) and offer a range of collaboration tools. Open and restricted groups are free.
- Activity stream and email notifications: catch up on contributions.
- Identity: add your own logo to raise brand awareness.
- Discussion forum: ask questions, have conversations, problem solve, share experiences.
- Library: upload, share, comment on and organise your content.
- Wiki: collaborate on documents together, see revisions and history.
- Ideas: generate and vote on ideas, challenges and suggestions.
- Member directory: find and connect with peers and send messages.
- Events: promote, organise and manage forthcoming events.
- Polls: ask your members key questions and share results.
- Administration tools: manage your group and communicate with members.
- Improved efficiency: less email traffic, pooled knowledge and resources.
- Time and money saved: less duplication of effort.
- Acquire new skills: knowledge management, facilitation, digital collaboration.
- Inspire innovation through new ways of working and connected intelligence.
- Trusted, secure (https), UK-hosted, mobile responsive.
- No set up fees, no maintenance, hosting or upgrade costs.
- Quick set up time: can be established within minutes.
- Unlimited data storage and users.
- Expert technical, online and community and knowledge management support.
- Community-led development path and platform-wide upgrades.
£0 to £800 per unit per year
- Education pricing available
+44 (0) 798 999 6205
|Software add-on or extension||No|
|Cloud deployment model||Public cloud|
|Service constraints||Scheduled maintenance takes place outside of the standard service hours of Monday-Friday 08:30-17:30. Planned maintenance downtime is always advertised in advance, and outside of these windows the service is normally available for use 24x7.|
|System requirements||No specific system requirements.|
|Email or online ticketing support||Email or online ticketing|
|Support response times||
Full UK-based helpdesk services are provided Monday to Friday 08:30-17:30 and we aim to respond to all enquiries as soon as possible.
Incident handling service levels are as follows:
Priority 1 (service down), response time - 1 hour, target resolution - 4 hours; priority 2 (service severely degraded), response time - 4 hours, target resolution - 2 days; priority 3 (non-essential features impaired), response time - 12 hours, target resolution - 7 days; priority 4 (little impact on services), response time - 24 hours, target resolution - next maintenance release.
|User can manage status and priority of support tickets||No|
|Phone support availability||9 to 5 (UK time), Monday to Friday|
|Web chat support||No|
|Onsite support||Yes, at extra cost|
|Support levels||As stated above, full UK-based helpdesk services are provided Monday to Friday 08:30-17:30 free of charge. Our helpdesk is staffed by a team of experienced community managers, who are not only able to advise on functional use of the Knowledge Hub, but can also provide advice and guidance on how to run a successful online group. See information below covering onboarding for more information.|
|Support available to third parties||Yes|
Onboarding and offboarding
There is a broad range of free help resources available to all members of the Knowledge Hub via the help pages.
Anyone new to managing an online group is provided with comprehensive information free of charge about how to administer their group together with helpful tips and advice on growing and managing online communities. All group administrators are invited to join the Online Facilitators Community that offers extensive advice not only from Knowledge Hub’s experienced team of community managers but also from facilitators across the wider Knowledge Hub community. Walkthrough webinars are also available for group administrators to familiarise themselves with group features.
On-site, one-day training courses covering online community management are available at additional cost. (See Knowledge Hub Digital Community & Knowledge Management Training)
|End-of-contract data extraction||
Any files uploaded to folders within a group library can be easily downloaded in a zip file.
Other group data can either be manually copied, or could be provided as an encrypted zip file (see next question for additional detail).
When the service is no longer required, a backup of all relational customer data and file content can be provided on request in encrypted zip format. Any extraction or migration of data would usually carry an additional charge depending on amount of data and format required.
Once a Knowledge Hub group is no longer required, it will be deactivated for a period of 90 days and then deleted.
Using the service
|Web browser interface||Yes|
|Application to install||No|
|Designed for use on mobile devices||Yes|
|Differences between the mobile and desktop service||
Mobile service is a responsive version of the main site.
Web pages are displayed in an appropriate format for the device screen width.
Can be accessed on Android, iOS and Windows Phone.
|Accessibility standards||WCAG 2.0 AA or EN 301 549|
|Accessibility testing||WAVE accessibility testing on all user interface components.|
|What users can and can't do using the API||
Knowledge Hub members may use the API to display collaboration group content on external sites.
Knowledge Hub Digital Network Clients may also have access to create, update and delete site users, groups and content.
|API documentation formats||HTML|
|API sandbox or test environment||Yes|
|Description of customisation||
Group administrators have permissions to add a logo or image to their group to enable it to stand out and identify it with their organisation. Uploading a logo is straight forward using an image picker to select an image file from your desktop.
Other customisations such as renaming group elements, or pulling in Twitter and RSS feeds are possible on request, as they can only be done by a Knowledge Hub system administrator.
Further customisation options are available to Knowledge Hub Digital Network Clients.
|Independence of resources||Services are monitored continously, with alerting to the support team. Components are sized with adequate peak headroom and can scale when necessary.|
|Service usage metrics||Yes|
Group administrators can add a Google Analytics code to their group in order to monitor sessions, visits, page impressions etc. They can access this through their own GA dashboard and account.
Details of group membership and social activity is also available to group administrators on request.
|Supplier type||Not a reseller|
|Staff security clearance||Other security clearance|
|Government security clearance||Up to Developed Vetting (DV)|
|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||Complies with a recognised standard (for example CSA CCM version 3.0)|
|Penetration testing frequency||At least once a year|
|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||In-house destruction process|
Data importing and exporting
|Data export approach||
Any files uploaded to folders within a group library can be easily downloaded in a zip file.
Other group data can either be manually copied, or could be provided as an encrypted zip file (see previous question for additional detail).
|Data export formats||
|Other data export formats||
|Data import formats||
|Other data import formats||Most file types supported for upload to group library.|
|Data protection between buyer and supplier networks||TLS (version 1.2 or above)|
|Data protection within supplier network||Other|
|Other protection within supplier network||A VPC is an isolated portion of the AWS cloud within which customers can deploy Amazon EC2 instances into subnets that segment the VPC’s IP address range (as designated by the customer) and isolate Amazon EC2 instances in one subnet from another. Amazon EC2 instances within a VPC are only accessible by a customer via an IPsec Virtual Private Network (VPN) connection that is established to the VPC.|
Availability and resilience
|Guaranteed availability||We provide at least a 99.9% uptime service availability level. Availability excludes agreed scheduled maintenance events, customer-caused or third party-caused outages or disruptions, or outages or disruptions attributable in whole or in part to force majeure events.|
|Approach to resilience||All application components are duplicated and load balanced across seperate data centres.|
|Outage reporting||Incidents such as an unexpected break in service are reported on directly to members within the Knowledge Hub and via email. We use our KHub Connects group as a place for open feedback about the service. Any member of the Knowledge Hub may report a problem with the service for investigation via our helpdesk, which operates Monday to Friday 08.30-17.30.|
Identity and authentication
|User authentication needed||Yes|
|Other user authentication||Users login with a username and password or sign in via federated authentication method, such as Google, Linkedin, or any OpenId Connect provider.|
|Access restrictions in management interfaces and support channels||Access rights to management interfaces within all Knowledge Hub Digital Collaboration Groups are allocated to group facilitators only via defined role permissions.|
|Access restriction testing frequency||At least once a year|
|Management access authentication||
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
|ISO/IEC 27001 certification||Yes|
|Who accredited the ISO/IEC 27001||Bureau Veritas|
|ISO/IEC 27001 accreditation date||03/08/2016|
|What the ISO/IEC 27001 doesn’t cover||Physical location, which is covered by hosting partner|
|ISO 28000:2007 certification||No|
|CSA STAR certification||No|
|Other security accreditations||No|
|Named board-level person responsible for service security||Yes|
|Security governance accreditation||Yes|
|Security governance standards||ISO/IEC 27001|
|Information security policies and processes||We follow ISMS standards and processes.|
|Configuration and change management standard||Supplier-defined controls|
|Configuration and change management approach||Change Control Policy and Procedure – specifies the scope and process for change control of our organisation’s information processing facilities for hardware, software and devices.|
|Vulnerability management type||Supplier-defined controls|
|Vulnerability management approach||All components within the stack (infrastructure and software) are continuously tested for vulnerabilities. We are alerted of any detected vulnerabilities by third party suppliers, and take action on a timescale commensurate with the severity.|
|Protective monitoring type||Supplier-defined controls|
|Protective monitoring approach||Services are monitored continously, with alerting to the support team. Components are sized with adequate peak headroom and can scale when necessary.|
|Incident management type||Supplier-defined controls|
|Incident management approach||Managed through our support desk. The CSO and ISO ensure appropriate action taken in accordance with ISO27001 Incident management policy.|
|Approach to secure software development best practice||Independent review of processes (for example CESG CPA Build Standard, ISO/IEC 27034, ISO/IEC 27001 or CSA CCM v3.0)|
Public sector networks
|Connection to public sector networks||No|
|Price||£0 to £800 per unit per year|
|Discount for educational organisations||Yes|
|Free trial available||Yes|
|Description of free trial||
Open and restricted groups are free of charge for public sector and not-for-profit organisations as standard.
Private (hidden) groups are £800+VAT per year. A free trial is available to test out all group tools for a period of 30 days.
|Link to free trial||https://khub.net|
|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|