Neopost UK Ltd

Customer Communication Management

Through a web interface, users can manage templates, content and business rules. Integrated workflow is used to manage management approval and then customer data can be merged with the templates to provide paper, email and mobile communications from a single application.


  • Mailmerge
  • Digital Customer Communications
  • Multi channel communications
  • Digital approval workflow
  • Real time production dashboard
  • Automated compliance proofing


  • Fully automated execution
  • Digital delivery channels (email, mobile) in addition to paper
  • Real time production MI
  • Dynamic digital documents
  • Digital approval workflow available from mobile devices


£0.0125 per unit per month

Service documents


G-Cloud 11

Service ID

4 7 3 6 8 8 2 9 4 2 4 4 7 6 2


Neopost UK Ltd

Paul Goodbrand


Service scope

Service scope
Software add-on or extension Yes
What software services is the service an extension to Email delivery
Archive service
Cloud deployment model Private cloud
Service constraints None
System requirements None

User support

User support
Email or online ticketing support Email or online ticketing
Support response times The Initial Response Times are 30 minutes for a P1 fault, one hour for a P2 fault, 2 hours for a P3 and 4 hours for a P4. All tickets received must be responded to, to confirm receipt within the Initial Response SLA time specified, regardless of automation rules in place. The Initial Response is defined as an update to the ticket from a service desk representative to acknowledge receipt and detail the next step.
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 Support levels are agreed and priced as part of the service. All customers will be allocated an account manager and a support email/ number specific to their service.
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started A combination of on-site and off-site training (depending on client requirements), as well as user documentation
Service documentation Yes
Documentation formats PDF
End-of-contract data extraction This will be agreed as part of data retention
End-of-contract process We will agree, as part of the contract, notice period for the service to cease. At the end of the contract, users will be unable to access the interface.

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • 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 No difference for the user
Service interface No
Customisation available No


Independence of resources We actively monitor system resources and automatically monitor resource utilisation. This can scale responsively.


Service usage metrics Yes
Metrics types CPU, number of users
Reporting types
  • Real-time dashboards
  • Regular reports


Supplier type Reseller providing extra features and support
Organisation whose services are being resold Document Centric Solutions Ltd

Staff security

Staff security
Staff security clearance Conforms to BS7858:2012
Government security clearance Up to Security Clearance (SC)

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 Complies with a recognised standard (for example CSA CCM version 3.0)
Penetration testing frequency At least every 6 months
Penetration testing approach ‘IT Health Check’ performed by a CHECK service provider
Protecting data at rest
  • Physical access control, complying with CSA CCM v3.0
  • Encryption of all physical media
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 importing and exporting
Data export approach Users can download the finished communication and store as a PDF. User access to the portal allows a view of the communication. Data storage is agreed with the customer.
Data export formats CSV
Data import formats
  • CSV
  • Other
Other data import formats
  • PDF
  • Word

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)
  • IPsec or TLS VPN gateway
  • Legacy SSL and TLS (under version 1.2)

Availability and resilience

Availability and resilience
Guaranteed availability 98.7 assured by independent validation of assertion.
Approach to resilience Available on request
Outage reporting 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 LDAP BIND
Access restriction testing frequency At least once a year
Management access authentication
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Dedicated link (for example VPN)
  • Username or password

Audit information for users

Audit information for users
Access to user activity audit information Users have access to real-time audit information
How long user audit data is stored for User-defined
Access to supplier activity audit information Users have access to real-time audit information
How long supplier audit data is stored for User-defined
How long system logs are stored for User-defined

Standards and certifications

Standards and certifications
ISO/IEC 27001 certification Yes
Who accredited the ISO/IEC 27001 QMS
ISO/IEC 27001 accreditation date 18/01/2017
What the ISO/IEC 27001 doesn’t cover All areas of ISO27001 are covered and compliant
ISO 28000:2007 certification No
CSA STAR certification No
PCI certification No
Other security certifications Yes
Any other security certifications Cyber Essentials

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 Information Security Policy available on request

Operational security

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 The status, location and configuration of service component (both hardware and software) are tracked throughout their lifetime. Changes to the service are assessed for potential security impact. Then managed and tracked through to completion. Alerting and notifications are present.
Vulnerability management type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach Potential new threats, vulnerabilities or exploitation techniques which could affect service are assessed and corrective action is taken. Relevant sources of information relating to threat, vulnerability and exploitation techniques are monitored. The severity of threats and vulnerabilities is considered within the context of the service and this information is used to prioritise the implementation of migrations. Our change management process, known vulnerabilities are tracked until migrations have been deployed. We track service provider timescales for implementing migrations.
Protective monitoring type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach The service generates adequate audit events to support the effective identification of suspicious activity. We operate a 'deny all' policy on access. Events are analysed to identify potential compromises or inappropriate use of service, these are prioritised and scheduled. Prompt and appropriate action to address incidents is scheduled, depening on priority.
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 We have an Incident Management Policy, which is covered under our ISO27001 standard. Users can report issues via the customer ticketing system and incident reports provided during and upon conclusion of the incident.

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 £0.0125 per unit per month
Discount for educational organisations No
Free trial available No

Service documents

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