Fathom

UX analysis software

UXHandle is a tool to assist with the analysis, synthesis and action of user-feedback as part of overall product design and development. It speeds up the process of collaborative analysis and decision making during design.

Features

  • Remote access
  • APIs to integrate with other software
  • Real time reporting and analysis
  • Multi level user control
  • SLA
  • Supporting video and tutorial content available

Benefits

  • Significant time saving in analysing user data
  • Insight into what users want and understand
  • Enabling the execution of design improvements
  • Ongoing monitoring the manage improvements
  • Collaboration element for team-working
  • Reporting and email broadcast functions

Pricing

£1500 to £10000 per user per month

Service documents

G-Cloud 11

468642316709704

Fathom

Gareth Dunlop

028 9099 2882

gareth@fathom.pro

Service scope

Service scope
Software add-on or extension No
Cloud deployment model Private cloud
Service constraints No
System requirements None

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Response times are typically 1-2 hours.
Weekend support is available on request.
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 Yes, at extra cost
Support levels Email ticketing system, telephone and onsite support.
Support is included in monthly fee.
We provide both a technical account manager and cloud support engineer.
Support available to third parties No

Onboarding and offboarding

Onboarding and offboarding
Getting started Onsite or online training is provided complete with user guides.
Service documentation Yes
Documentation formats PDF
End-of-contract data extraction Export format agreed between engineering teams and data sent to client in agreed format.
End-of-contract process No additional cost to conclude the contract.

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+
Application to install No
Designed for use on mobile devices Yes
Differences between the mobile and desktop service Modest progressive elegant degradation of some features on mobile. Some features work best with mouse clicks rather than finger controls.
API No
Customisation available Yes
Description of customisation The software can be customised at the clients request at an agreed extra cost.

Scaling

Scaling
Independence of resources The service is delivered on private cloud so we work with clients to ensure capacity is appropriate to anticipated user activity.

Analytics

Analytics
Service usage metrics No

Resellers

Resellers
Supplier type Not a reseller

Staff security

Staff security
Staff security clearance Other security clearance
Government security clearance Up to Baseline Personnel Security Standard (BPSS)

Asset protection

Asset protection
Knowledge of data storage and processing locations Yes
Data storage and processing locations
  • European Economic Area (EEA)
  • Other 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 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 SSAE-16 / ISAE 3402
Data sanitisation process No
Equipment disposal approach A third-party destruction service

Data importing and exporting

Data importing and exporting
Data export approach N/a
Data export formats Other
Data import formats Other

Data-in-transit protection

Data-in-transit protection
Data protection between buyer and supplier networks
  • Private network or public sector network
  • 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 99.9%
Approach to resilience Data present in multiple locations.
Stored with a high profile cloud provider.
Outage reporting In - house reporting and email alerts.

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication
  • 2-factor authentication
  • Username or password
Access restrictions in management interfaces and support channels Username and passwords and optional 2 factor authentication.
Access restriction testing frequency At least once a year
Management access authentication
  • 2-factor authentication
  • Username or password

Audit information for users

Audit information for users
Access to user activity audit information Users receive audit information on a regular basis
How long user audit data is stored for At least 12 months
Access to supplier activity audit information Users receive audit information on a regular basis
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 Yes
Security governance standards ISO/IEC 27001
Information security policies and processes Governed by AWS

Operational security

Operational security
Configuration and change management standard Supplier-defined controls
Configuration and change management approach We use version control for application amends and updates.
Vulnerability management type Supplier-defined controls
Vulnerability management approach Keep on top of ubuntu mailing lists and regularly read the CVE database for vulnerabilities.
Protective monitoring type Supplier-defined controls
Protective monitoring approach We use monitoring tools such as Amazon Cloud Watch and Fail2ban to detect unauthorised access.
Incident management type Supplier-defined controls
Incident management approach Users can report via phone, email or ticketing system.
Incident reports are created by the technical team and sent to the users.

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 £1500 to £10000 per user per month
Discount for educational organisations No
Free trial available No

Service documents

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