Sitemorse

DIGITAL | CONFIDENCE

Managed service to maintain your digital presence, intelligence driving the continual assessment of content, actions prioritised / distributed.
- Publishing control within your content management system.
- Content recording of incremental changes.
- Continuous Assessment of live content.

Machine intelligence breaking down the results and distributing automatically based on skill.

Features

  • • Accessibility auditing, WCAG 2.1 (US ADA/508)
  • • Link and functional checking for web pages
  • • Content recording and live search, instant content check/find
  • • Spelling checking - 130+ languages, custom dictionaries
  • • Brand, UKGov rules ready build your own style guides
  • • HTML 'code' testing to W3C / ITEF standards
  • • SEO - checking page content for search management.
  • • Privacy / Data Protection, managing privacy needs
  • • Performance - measuring each pages performance
  • • Dashboard manager view on their entire digital landscape

Benefits

  • Detail and accuracy of reporting
  • On demand / unlimited pages service
  • Publishing control within your content management system
  • Content recording of incremental changes.
  • Machine intelligence, action what is going to deliver greatest value
  • Workflow, routing of actions by role, removing manual time wasting
  • Speed of deployment, live and driving value under an hour
  • Independent, see from outside experience content as visitor
  • Just-in-time education for staff, instant video support
  • Content recording and stoarage - powering live search

Pricing

£400 to £7500 per unit per month

  • Education pricing available
  • Free trial available

Service documents

G-Cloud 11

420942073890209

Sitemorse

Laura Shilstone

020 7183 7500

lshilstone@sitemorse.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 Sitecore, Drupal, Umbraco, WordPress, Bloomreach, Jadu, Terminal4
Service integration compatibility with .NET, PHP and Java CMS
Cloud deployment model
  • Public cloud
  • Private cloud
  • Community cloud
  • Hybrid cloud
Service constraints None known
System requirements None - Software as a Service

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Subject to SLA (Service Level Agreement) We have and are supporting a global client base.
User can manage status and priority of support tickets Yes
Online ticketing support accessibility WCAG 2.1 AA or EN 301 549
Phone support Yes
Phone support availability 24 hours, 7 days a week
Web chat support Yes, at an extra cost
Web chat support availability 9 to 5 (UK time), Monday to Friday
Web chat support accessibility standard WCAG 2.1 A
Web chat accessibility testing Currently in trial - as part of the service is WCAG testing, we continually monitor compliance of services, as yet no external service provision actually meets the compliance requirements.
Onsite support Yes, at extra cost
Support levels Support is offered a differing levels subject to client SLA (Service Level Agreement). We also offer on-site services, based on day rate / travel exp. Key point here is the very limited need for such support - service was designed to be self supporting. Corporate / Enterprise support is available, costs range from 300 - 12500 per month (£) entirely dependant on requirements.
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started Subject to service - corporate / enterprise have the option of on-site service orientation.

Service has in built training and support videos - we run weekly familiarisation and Q&A sessions, for those looking for more in depth detail module deep dive sessions for each of the modules are offered.

Vast majority of services are delivered with clients self managing - nature of the service requires little if any training.

The Sitemorse 'Golden hour' introduction video / info chart, walks clients through the process and how to be improving site experience and compliance within the first hour.
Service documentation Yes
Documentation formats
  • HTML
  • PDF
  • Other
Other documentation formats
  • Video
  • Weekly podcast
End-of-contract data extraction Not applicable to the service.
End-of-contract process No end of contract cost. Stop using the service.

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 7
  • Internet Explorer 8
  • 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 Alerting and basic features run on mobiles- nature of the service and the detail required in most cases means mobile usage 'limited'
Accessibility standards WCAG 2.1 AA or EN 301 549
Accessibility testing Our service is WCAG testing, also working with a number of the UK Gov leads on this matter - where possible interface means AAA, but in reality there are limitations due to inherent nature of the service.
API Yes
What users can and can't do using the API Subject to contract - system and SLA
API documentation Yes
API documentation formats
  • HTML
  • PDF
  • Other
API sandbox or test environment No
Customisation available Yes
Description of customisation Look and feel
Reporting
Dashboard
Brand
In browser

Scaling

Scaling
Independence of resources Users are not the limiting factor. Capability to run 3 times the capacity of UK Gov. online presence.

SaaS offers 'relative' infinite scale, in 15 years of service ops, peaked at 63% of capacity. Infrastructure SLA in place provides for sufficient extension 'on demand'.

Analytics

Analytics
Service usage metrics Yes
Metrics types Service usage
Service scores - user performance
Reporting types
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

Resellers
Supplier type Not a reseller

Staff security

Staff security
Staff security clearance Staff screening not performed
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
  • Other locations
User control over data storage and processing locations Yes
Datacentre security standards Managed by a third party
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 CSA CCM v3.0
  • Physical access control, complying with another standard
  • Encryption of all physical media
  • Other
Other data at rest protection approach Manage by provider, we operate with a number of providers all operating Tier 1 capability.

Service is not holding, managing 'data' that would / is be publicly available - and as such risk is very minimal.
Data sanitisation process No
Equipment disposal approach A third-party destruction service

Data importing and exporting

Data importing and exporting
Data export approach Various export options from the services.
Data export formats
  • CSV
  • Other
Other data export formats
  • XLS
  • JSON
  • Client custom
Data import formats
  • CSV
  • Other
Other data import formats
  • Client custom
  • JSON

Data-in-transit protection

Data-in-transit protection
Data protection between buyer and supplier networks
  • Private network or public sector network
  • Other
Other protection between networks NA - no 'data' retention
Data protection within supplier network Other
Other protection within supplier network NA - service is not 'data' related.

Availability and resilience

Availability and resilience
Guaranteed availability We operate to and have exceed 99.95% , in some 15 years of operation. Client SLA guarantee 99.9%

Service isn't normally considered 'operational essential', typically clients are looking at 8 hour response and service availability of over 97%
Approach to resilience In summary, our service in monitoring and as such our resilience has to be greater than what we are monitoring to. We operate infrastructure across each of the continents, giving us global reliance.

Specific details provided on request.
Outage reporting Client dashboard, email alerts. SMS also

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication Username or password
Access restrictions in management interfaces and support channels Appropriate login, access credentials are required to gain access to the service. Details of all logins, or attempted are recorded, multi access via single account controlled.

Considerable difference in terms of access permissions, capability and availability between the client 'management' and internal 'system' management.
Access restriction testing frequency At least once a year
Management access authentication
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Username or password

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 No
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 No
Security governance certified No
Security governance approach The service is self doesn't lend itself to such polices - reporting what we are finding on publicly accessible websites. We of course have significant protection for the service, capability and limit where possible potential threats.
Information security policies and processes The service isn't used or deployed as software - clients are using the outputs, the reporting.

Infrastructure support, security and process are managed by the service providers, such as Racksapce, Amazon and Akamai.

Operational security

Operational security
Configuration and change management standard Supplier-defined controls
Configuration and change management approach All changes are specified and approved at a technical management level before being approved for development. The development manager assess all developments and these are discussed for their impact on other parts of the system including any security, performance and ongoing support implications. All developments are managed with source control and tracked through their development life-cycle using GitHub and Trello. Testing is conducted on a number of test and development systems. All changes to the production system are reviewed for both code quality and final system impact by the Sitemorse Technical Director before they are allowed to go live.
Vulnerability management type Undisclosed
Vulnerability management approach Sitemorse conducts internal auditing from time to time. No sensitive client data is stored by Sitemorse. As the Sitemorse service is software as a service, any patch to address a potential threat can be deployed straight away. This has no impact on any client system.

Sitemorse provides software as a service and the service is hosted by Rackspace in the UK. Rackspace also have their own procedures for monitoring and assessing vulnerabilities for hardware and operating system.
Protective monitoring type Supplier-defined controls
Protective monitoring approach In the worst case scenario of unauthorised access to Sitemorse, a hacker might obtain a list of names, email addresses, and the content of tests of clients websites (which is almost always pages from their public web sites). We do not store any confidential or sensitive information on our servers.

Potential compromises are tracked with audit trails for all Sitemorse staff and all Sitemorse clients. Should a compromise be detected, we respond to it as soon as possible. Services or individuals can be suspended instantly.
Incident management type Supplier-defined controls
Incident management approach Software errors generated by client access to the system are monitored by Sentry. Notifications automatically sent to technical staff and these are managed appropriately depending on the severity of the issue. Automated server processes monitor the health of the service and will, for example, restart failed processes.

Issues can also be reported by clients as part of the support process. This is by phone or email. Response to an incident depends on the severity of the incident. For example, an unavailable service will be addressed straight away.

Sitemorse reports any incidents to clients as needed depending on the incident.

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 £400 to £7500 per unit per month
Discount for educational organisations Yes
Free trial available Yes
Description of free trial Trial of the service (subject to change) for one month, Basis of the trial is to understand capability, reporting rational - one trial per domain.

Without any details you can review INDEX position and scoring of site over last 7 years.

Service documents

pdf document: Pricing document pdf document: Terms and conditions
Service documents
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