Knowledge Hub

Knowledge Hub Digital Networks

Simple, easy-to-use digital collaboration helping you effectively communicate, collaborate and connect with stakeholders, partners and employees. Manage your own branded channel, members and communities hosted on the Knowledge Hub platform, meaning no infrastructure worries. Build a flexible collaboration space with a mixture of accessible open groups and closed intranet-style workspaces.


  • Trusted, secure (https), UK-hosted collaboration space within Knowledge Hub.
  • Flexible access controls and management allowing intranet and extranet.
  • Your branding across all network pages and groups.
  • Create your own open, restricted, privileged and private collaboration groups.
  • Content manage your own network information page and curate news.
  • Collaboration tools: blogs, discussions, library, real-time document collaboration, polls.
  • Monitor and manage your network using tailored reports and analytics.
  • Powerful search, recommendations engine, content tagging, categorisation and indexing.
  • APIs and social log in supporting integration with other systems.
  • Mobile responsive, unlimited data storage, affordable subscription; no maintenance fees.


  • Improved efficiency, less email traffic, pooled knowledge and resources.
  • Increased productivity, time and money saved, less duplication.
  • Silos broken down through internal and external knowledge sharing.
  • Raised brand profile within your network and beyond.
  • Improved two-way communication and engagement with employees and partners.
  • Opportunities to develop skills: knowledge management, facilitation, digital collaboration.
  • Quick set-up time: established within a few days.
  • Expert technical, online community and knowledge management support.
  • Community-led development path and platform-wide upgrades.
  • Opportunities to generate revenue through income share model.


£3000 per unit per year

  • Education pricing available
  • Free trial available

Service documents

G-Cloud 11


Knowledge Hub

Jason Fahy

+44 (0) 798 999 6205

Service scope

Service scope
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 requirements, but up-to-date web browsers preferable.

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Full email helpdesk facilities are available Monday to Friday 08.30-17.30 (excluding bank holidays). Most emails to our support helpdesk are answered on the same working day and many are answered within 2 hours.
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 No
Onsite support Onsite support
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.

Digital network clients also have access to a named account manager who supports them through the set-up process, helps with platform familiarisation for network managers and group facilitators and assists with any issues.
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started Digital network clients have access to a named account manager who guides them through the network set-up process, helps with platform familiarisation for network managers and group facilitators and assists with any issues. This is usually a mixture of face-to-face meetings and online webinar sessions.

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 and ongoing additional support packages are available at additional cost. (See Knowledge Hub Digital Community & Knowledge Management Training and Knowledge Hub Community Management Support)
Service documentation Yes
Documentation formats
  • HTML
  • PDF
  • Other
Other documentation formats Video
End-of-contract data extraction Any files uploaded to folders within group libraries can be easily downloaded in zip files.

A network member list can be downloaded via the network management reports.

Other group and network data can either be manually copied, or could be provided as an encrypted zip file (see next question for additional detail).
End-of-contract process When the service is no longer required, subject to legislation, including General Data Protection Regulations, a backup of all appropriate 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 it is decided that a Knowledge Hub network should be deleted, all organisational branding, information pages, groups and their content will be removed from the site within an agreed period.

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • 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 The mobile service is a responsive version of the main site. Web pages are displayed in an appropriate format for the device screen width. The service can be accessed on Android, iOS and Windows Phone.
Accessibility standards WCAG 2.1 AA or EN 301 549
Accessibility testing Third party testing, customer testing, internal testing.
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 view, create, edit and delete any entity their user account has permissions to perform those actions on.
API documentation Yes
API documentation formats HTML
API sandbox or test environment Yes
Customisation available Yes
Description of customisation A digital network is your own branded ‘slice’ of Knowledge Hub, meaning several site elements can be customised according to your organisational look and feel. Customisable features include the colour of the main navigation bar and home button, which take on your organisational branding and avatar when the network is activated, and when any network group is displayed. You can also add your organisational logo on your network information page along with key details about your network and your organisation.

Knowledge Hub system administrators create the network with relevant colour palette and branding, but the network information page is managed by you – the network owner. These details are added via a network settings area using a full text editor to make publishing as easy as possible.

In addition, group administrators may add a logo or image to their group to enable it to stand out and identify it. 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 are done by a Knowledge Hub system administrator.


Independence of resources The service is proactively monitored and auto-scaled.


Service usage metrics Yes
Metrics types Network managers and group administrators can add a Google Analytics code to their networks and groups in order to monitor sessions, visits, page impressions etc. They can access this through their own GA dashboard and account.

Network clients can access a set of downloadable management reports within Knowledge Hub, providing details of network and group membership and social activity. Individual group administrators can also access group management reports, providing details of group membership and social activity.
Reporting types
  • Real-time dashboards
  • Regular reports
  • Reports on request


Supplier type Not a reseller

Staff security

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

Asset protection

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 Supplier-defined controls
Penetration testing frequency At least once a year
Penetration testing approach ‘IT Health Check’ performed by a CHECK service provider
Protecting data at rest Other
Other data at rest protection approach All data encrypted at rest using AES-256.
Data sanitisation process Yes
Data sanitisation type
  • Explicit overwriting of storage before reallocation
  • Deleted data can’t be directly accessed
Equipment disposal approach In-house destruction process

Data importing and exporting

Data importing and exporting
Data export approach Any files uploaded to folders within a group library can be easily downloaded in a zip file.

A network member list can be downloaded via the network management reports.

Other group data can either be manually copied, or could be provided as an encrypted zip file (see previous question for additional detail).

The platform also has built-in export tools to download a compressed archive of data (LAR file).
Data export formats
  • CSV
  • Other
Other data export formats
  • Zip file
  • Files can be downloaded in the format they were uploaded.
  • LAR (zip) files
Data import formats
  • CSV
  • Other
Other data import formats
  • Bulk member upload from CSV file available for network clients.
  • Most file types supported for upload to group library.
  • LAR (zip) file

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 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 Redundancy across all application tiers, spread across multiple physical data centres.
Outage reporting Incidents such as an unexpected break in service are reported on directly to network clients via email. We also 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

Identity and authentication
User authentication needed Yes
User authentication
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
  • Other
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 to network management interfaces within all Knowledge Hub Digital Networks are allocated by system administrators to network managers only via defined role permissions.

Network managers may specify those members allowed access to intranet areas of the network.

Access rights to management interfaces within all Knowledge Hub Digital Collaboration Groups are allocated to group facilitators only via defined role permissions. Group facilitator permissions can be allocated by system administrators, or for groups within networks, by the network managers of that network.
Access restriction testing frequency At least every 6 months
Management access authentication
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
  • Other
Description of management access authentication All users have individual access through their email address and their own password, private to them.
Authentication is also possible through Open ID Connect.

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 At least 12 months

Standards and certifications

Standards and certifications
ISO/IEC 27001 certification Yes
Who accredited the ISO/IEC 27001 Bureau Veritas
ISO/IEC 27001 accreditation date 03/02/2017
What the ISO/IEC 27001 doesn’t cover The scope of the certification covers all areas of security management.
ISO 28000:2007 certification No
CSA STAR certification No
PCI certification No
Other security certifications Yes
Any other security certifications Cyber security

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 follow ISMS standards and processes.

Operational security

Operational security
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, who assess the potential compromise and undertake corrective action according the severity threat level.
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.

Secure development

Secure development
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

Public sector networks
Connection to public sector networks No


Price £3000 per unit per year
Discount for educational organisations Yes
Free trial available Yes
Description of free trial A free trial network can be set up in our test site for a limited period of up to 60 days in order for potential clients to assess the network capability and tools.

Service documents

pdf document: Pricing document pdf document: Skills Framework for the Information Age rate card pdf document: Service definition document pdf document: Terms and conditions
Service documents
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