Hootsuite Inc

Hootsuite Insights Social Media Listening Solution

Hootsuite Insights is a social media listening solution which listens
to and analyses social conversations from across more
than 25 platforms and over 100 million data
sources. It automatically analyses your social media data, forums, blogs and news sites to show insights relevant to your organisation in real time.

Features

  • Visually rich social listening reporting
  • Listening on 25+ platforms and over 100m data sources.
  • Actionable real-time insights
  • Global social listening (social media, blogs, forums, news sites etc)
  • Detailed campaign and sentiment analysis
  • Configurable reports
  • Multi-language coverage
  • Easy to use graphical interface
  • Smart email alerts for significant real time events and incidents

Benefits

  • Simple, intuitive interface for easily configurable searching and reporting
  • Ability to measure influencer, citizen and community sentiment
  • Benchmark sector growth, sentiment, top stories and spikes.
  • Reduce time in creating reports
  • Automate email sending of reports to key internal stakeholders
  • Provides data driven insights to allow real-time decision making
  • Minimal training required
  • Local support and account management

Pricing

£21 per unit per month

Service documents

Framework

G-Cloud 11

Service ID

5 1 7 1 1 0 9 1 3 8 9 8 1 4 5

Contact

Hootsuite Inc

Razvan Michiu

00447865461322

gcloud@hootsuite.com

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
Hootsuite Enterprise Social Media Management Platform
Cloud deployment model
Private cloud
Service constraints
Requires an internet connection and can be used with the following browsers Internet Explorer 9, Internet Explorer 10+, Microsoft Edge, Firefox, Chrome, Safari, Opera
System requirements
  • Active internet connection
  • Internet Explorer 9+, Microsoft Edge, Firefox, Chrome, Safari, Opera

User support

Email or online ticketing support
Email or online ticketing
Support response times
Email or online ticketing support

Yes
Support response times

Hootsuite Enterprise support team is reachable 24/7 via email or alternatively by phone from 9am to 6pm, or by livechat from 8am to 1am. Hootsuite also provides a support ticketing interface powered by Zendesk. More details can be found here: https://hootsuite.com/en-gb/legal/enterprise-service-level-agreement
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
Web chat
Web chat support availability
9 to 5 (UK time), Monday to Friday
Web chat support accessibility standard
WCAG 2.1 AA or EN 301 549
Web chat accessibility testing
Hootsuite supports all standard assistive technology available.
Onsite support
Yes, at extra cost
Support levels
Hootsuite Insights users receive our highest-level technical support. All issues are submitted through our online ticketing system. Administrators also have access to a dedicated Account Manager should they require phone or in person support. Hootsuite’s most up to date SLAs can be found here - http://hootsuite.com/enterpriseterms. We also supply a Technical Account Manager as standard for Enterprise customers
Support available to third parties
Yes

Onboarding and offboarding

Getting started
Hootsuite provides 24/7/365 support through our international team and presence. Support is via email, phone or online chat. Enterprise customers are also assigned a Customer Success Manager (CSM) to serve as a primary contact and an escalation point during business hours.

Your CSM is a dedicated resource to bridge you to the right Hootsuite resources to solve any technical issues. Furthermore, an online knowledge database and self paced training resources are also available.

On day 1, requirements are gathered through discovery calls and demos of proposed solutions throughout the sales process, and once aligned, are transferred to the Customer Success team.

During the onboarding process we begin with a Kickoff call to introduce the product and solution and to present known goals and strategies.

Our Professional Services team runs through a methodical and phased approach to launch projects. We begin with Discovery, in which we conduct a thorough needs analysis to confirm best practices for our client's use cases and run through our project plan. We then configure users, teams, access permissions and analytics, iterating with our client until sign-off.
Service documentation
Yes
Documentation formats
  • PDF
  • Other
Other documentation formats
PPT
End-of-contract data extraction
CSV export, PPT and PDF. Past scheduled messages can be exported as well as analytics data. Finally, archiving is available to transfer all social media correspondence and activities.
End-of-contract process
At the end of the contract period your commitment to Hootsuite terminates with no further obligations.

Using the service

Web browser interface
Yes
Supported browsers
  • 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
We have the best mobile app on the market. Key functionality for publishing and engagement are all present for Facebook, Twitter, Instagram and LinkedIn - on iOS , Android and HTML5
Service interface
Yes
Description of service interface
Hootsuite Enterprise support team is reachable 24/7 via email or alternatively by phone from 9am to 6pm, or by livechat from 8am to 1am. Hootsuite also provides a support ticketing interface powered by Zendesk.
Accessibility standards
WCAG 2.1 AA or EN 301 549
Accessibility testing
Hootsuite supports all standard assistive technology available.
API
Yes
What users can and can't do using the API
Hootsuite has a public API where all of the documentation can be viewed at https://hootsuite.com/developers/api
API documentation
Yes
API documentation formats
  • Open API (also known as Swagger)
  • HTML
  • ODF
  • PDF
API sandbox or test environment
Yes
Customisation available
Yes
Description of customisation
There are various customisations ranging from user on-boarding, user access and permissions. Although the core Hootsuite Enterprise product is inherently the same, we can customize within the above categories. Customisation can be done through the API level and will be conducted with help from your account management team. User-level customization can be done on a ad-hoc basis within the dashboard.

Scaling

Independence of resources
The Hootsuite dashboard is hosted by Amazon Web Services (AWS). AWS is known as a cloud service provider and enables thousands of companies to cost-effectively deliver services. AWS is used because it can provide not only security controls but enable rapid horizontal scaling, is highly performant, provides extreme redundancy and failover, all to ensure the service levels are met and the user experience seamless.

Amazon Web Services (AWS) is one of the most secure cloud computing platforms available today. Detailed information may be found on the AWS website: http://aws.amazon.com/security/

Analytics

Service usage metrics
Yes
Metrics types
Login, authentication, signups, logouts, IP address
Reporting types
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

Supplier type
Not a reseller

Staff security

Staff security clearance
Conforms to BS7858:2012
Government security clearance
Up to Baseline Personnel Security Standard (BPSS)

Asset protection

Knowledge of data storage and processing locations
Yes
Data storage and processing locations
EU-US Privacy Shield agreement 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
  • Physical access control, complying with another standard
Data sanitisation process
Yes
Data sanitisation type
  • Explicit overwriting of storage before reallocation
  • 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 export approach
CSV, PDF, PPT Automated and on demand
Data export formats
  • CSV
  • ODF
  • Other
Other data export formats
  • PPT
  • PDF
Data import formats
CSV

Data-in-transit protection

Data protection between buyer and supplier networks
  • TLS (version 1.2 or above)
  • Legacy SSL and TLS (under version 1.2)
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

Guaranteed availability
https://hootsuite.com/legal/enterprise-service-level-agreement

Each of the Platforms will be operational and available to Customer 24 hours per day, 7 days per week at least 99.9% of the time in any calendar month, except for scheduled maintenance and upgrades, and excluding API Interruptions (the “Service Availability SLA”). Where reasonably possible, Hootsuite shall provide at least 24 hours' advance notice to Customer of scheduled maintenance in excess of 30 minutes. If Hootsuite does not meet the Service Availability SLA, Customer will be eligible to receive the Service Credits described below. This Service Availability SLA states Customer's sole and exclusive remedy for any failure by Hootsuite to meet the Service Availability SLA.

Hootsuite will provide Customer with Standard Support 24 hours per day, 7 days per week in English and during regional business hours in additional officially supported languages for tickets submitted through http://hootsuite.com/help.
Approach to resilience
Procedures exist to provide for backup, offsite storage, restoration, and disaster recovery consistent with the entity’s defined system availability and related security policies.
Outage reporting
Hootsuite endeavors to deliver social media management services to its customers that can be relied upon to be available at all times. This sample from our document outlines our policies and procedures for disaster recovery.

Following notification, a thorough outage assessment is necessary to determine the extent of the disruption, any damage, and expected recovery time. This outage assessment is managed by the DRP team.

http://status.hootsuite.com/
There is also an available API and email alerts.

Identity and authentication

User authentication needed
Yes
User authentication
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Limited access network (for example PSN)
  • Dedicated link (for example VPN)
  • Username or password
Access restrictions in management interfaces and support channels
Hootsuite shall define access controls to networks, operating systems, and applications to prohibit unauthorized access, disclosure, duplication, modification, misuse, or loss through destruction or theft of information. Granting privileges to Hootsuite’s information shall have a legitimate
business need for access.

Hootsuite shall enable access monitoring to detect and warn of
potential violations of access control policies and to establish an
auditable record of activity for use in responding to information
security incidents.
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)
  • Limited access network (for example PSN)
  • Dedicated link (for example VPN)
  • Username or password

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

ISO/IEC 27001 certification
No
ISO 28000:2007 certification
No
CSA STAR certification
Yes
CSA STAR accreditation date
N/A
CSA STAR certification level
Level 1: CSA STAR Self-Assessment
What the CSA STAR doesn’t cover
Our CSA STAR assessment covers the Hootsuite Enterprise (dashboard) service.
PCI certification
Yes
Who accredited the PCI DSS certification
PCI Security Standards Council
PCI DSS accreditation date
2015
What the PCI DSS doesn’t cover
Available on request
Other security certifications
Yes
Any other security certifications
  • CAIQ
  • Cyber Essentials

Security governance

Named board-level person responsible for service security
Yes
Security governance certified
Yes
Security governance standards
  • CSA CCM version 3.0
  • ISO/IEC 27001
Information security policies and processes
Hootsuite has a full Information Security Policy available upon request.

The information security policy is based on the ISO/IEC 27002:2013

standard for information security management. This standard

provides a structured approach to identifying the broad spectrum of

information security activities in the life cycle of information systems.

The information security policy provides the framework for Hootsuite

to establish policies and procedures necessary for the protection of

information systems and information assets.

The numeric references and integrity of ISO/IEC 27002:2013 includes

the following 14 security areas:

1. Information security policies;

2. Organization of information security;

3. Human resource security;

4. Asset management;

5. Access control;

6. Cryptography;

7. Physical and environmental security;

8. Operations security;

9. Communications security;

10. System acquisition, development and maintenance;

11. Supplier relationships;

12. Information security incident management;

13. Information security aspects of business continuity

management; and

14. Compliance.

Operational security

Configuration and change management standard
Supplier-defined controls
Configuration and change management approach
Procedures exist to provide that only authorized, tested, and documented changes are made to the system.
All changes are logged and traceable to the individual responsible engineer.
Vulnerability management type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach
External penetration testing by an independent third party and is performed on an annual basis. The report is available to customers under NDA and upon request. In addition, Hootsuite performs our own internal pen-testing monthly. Our vulnerability program is a risk based methodology that reviews each vulnerability for likelihood and impact. Each vulnerability is risk ranked and prioritized for remediation. High rated vulnerability are remediated within 30 days (although usually less).
Protective monitoring type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach
A dedicated security and Operational/Engineering team is in place which monitors the operational security of our services. Tools (such as an Intrusion Detection System) are in place to ensure that we monitor the network for signs of compromise. In addition the dashboard is scanned regularly in both the staging and production environment to ensure that a vulnerability is not introduced.
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
Hootsuite has not had any previous data loss/breach. A dedicated security team is in place that monitors the environment and maintains the incident management process.
1. Appropriate collection of evidence.
2. Reporting information security events and weakness.
3. Management of information security incidents and improvements
such as responsibilities and procedures, learning from information security incidents, and collection of evidence.

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

Connection to public sector networks
No

Pricing

Price
£21 per unit per month
Discount for educational organisations
No
Free trial available
No

Service documents

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