Silktide Limited

Silktide web governance suite

Automatically monitor websites for problems, including spelling, broken links, web accessibility, SEO, and user experience.

Features

  • Organisation dashboards
  • Accessibility testing (WCAG 2.1)
  • Spelling and grammar checks
  • Detect broken links
  • Visitor analytics
  • Mobile compatibility checking
  • Custom policy checks
  • Test website GDPR compliance
  • Check website speed, mobile compatibility, best UX practice and faults
  • Integration with supported Content Management Systems

Benefits

  • Provides high level reporting for key stakeholders covering KPIs
  • Monitors your websites automatically
  • Appropriate staff are notified of problems as they occur
  • Creates itemised actions for staff to follow
  • Competitive dashboards help contextualise and incentivise team’s performance
  • Automatically validates websites against WCAG 2.1 (A, AA, AAA) standards
  • Ensures that websites are checked for GDPR compliance

Pricing

£2500 per unit per year

  • Education pricing available

Service documents

Framework

G-Cloud 11

Service ID

5 2 1 7 9 0 8 1 6 5 5 0 1 3 3

Contact

Silktide Limited

Chris Fletcher

01332 224807

chrisfletcher@silktide.com

Service scope

Service scope
Software add-on or extension No
Cloud deployment model Private cloud
Service constraints None
System requirements
  • An Internet browser
  • Access to the Internet

User support

User support
Email or online ticketing support Email or online ticketing
Support response times We aim to respond within 24 hours, but often much quicker.
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 Web chat
Web chat support availability 24 hours, 7 days a week
Web chat support accessibility standard WCAG 2.1 AA or EN 301 549
Web chat accessibility testing We use Intercom on our websites, and WCAG compliance is checked using our own product which checks against WCGA 2.1 AA compliance.
Onsite support No
Support levels We provide support to all customers as part of our service. This includes access to a technical account manager and out of hours support where required.
Support available to third parties No

Onboarding and offboarding

Onboarding and offboarding
Getting started We provide a guided on-boarding process with a dedicated team within the business. During the on-boarding process, our Customer Success team will help you get up and running with your new service.
Service documentation Yes
Documentation formats HTML
End-of-contract data extraction Users can request their data in accordance with GDPR regulations.
End-of-contract process This varies depending on the contract in place. The majority of contracts enter into an automatic renewal to prevent disruption of service, unless a cancellation is requested. If a cancellation is requested, we will end the contract in line with the terms agreed to at the start of the contract.

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 tool is designed to work on both mobile and desktop devices. The menus and layout is automatically adjusted depending on the device used to access the tool.
Service interface No
API No
Customisation available No

Scaling

Scaling
Independence of resources We host on Amazon Web Services and provide automatic scaling for resources to cope with increase in demands during peak times. There is no noticeable impact to the users whilst using the service.

Analytics

Analytics
Service usage metrics Yes
Metrics types Users can monitor the number of reports they generate at all times.
Reporting types Real-time dashboards

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 EU-US Privacy Shield agreement locations
User control over data storage and processing locations No
Datacentre security standards Managed by a third party
Penetration testing frequency At least once a year
Penetration testing approach In-house
Protecting data at rest Scale, obfuscating techniques, or data storage sharding
Data sanitisation process No
Equipment disposal approach A third-party destruction service

Data importing and exporting

Data importing and exporting
Data export approach Users have the ability to export reports generated without our tool in the form of a PDF.
Data export formats Other
Other data export formats PDF
Data import formats Other
Other data import formats N/A

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

Availability and resilience

Availability and resilience
Guaranteed availability Currently, we do not offer a standardised SLA. However, we can negotiate individual SLAs with customers who require them.
Approach to resilience Available upon request.
Outage reporting There is a publicly accessible dashboard via http://status.silktide.com/ where uptime is displayed for all products. We also have email alerts to warn our technical engineers of any potential issues, including out of hours.

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication Username or password
Access restrictions in management interfaces and support channels Our service includes user profiles where access can be managed by the account owner / administrator.
Access restriction testing frequency At least every 6 months
Management access authentication 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 At least 12 months
Access to supplier activity audit information You control when users can access 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 Yes
Security governance certified No
Security governance approach Any security related decisions are handled by designated staff within the business, typically at the senior level.

Appropriate research is conducted (where applicable) before any decision is made.
Information security policies and processes We have various policies in place that form our technical and organisational security measures, including entrance control, system access control and data access control amongst others. Only authorised persons have access to the premises via a digital keypad lock, with the code changed quarterly. We also have motion activated video cameras that record all access to the building. Access to our data processing systems is only possible via a secure VPN tunnel and additional technical protections are in place using firewalls, proxy servers and encryption technology.

Data is stored in Amazon Web Services (AWS) and split between multiple regions or zones to decrease the likelihood of service outage.

Access logs are kept and checked regularly.

Reporting is done regularly to check for any potential issues.

Operational security

Operational security
Configuration and change management standard Supplier-defined controls
Configuration and change management approach Our development team work in regular sprints in regards to product changes. All changes are tested for quality control purposes before being released into production. Should any unforeseen issues arise, the team works proactively to rectify as soon as possible. If users are out of pocket as a result, we compensate accordingly.
Vulnerability management type Undisclosed
Vulnerability management approach Our team keeps on-top of the latest security issues and takes a proactive approach to ensuring our services employs the latest technologies or best practices wherever possible and practical.
Protective monitoring type Supplier-defined controls
Protective monitoring approach Any issues brought to our attention are actioned as soon as possible, where applicable. We aim to respond as quickly as possible, depending on the severity of the perceived threat, even out of hours.
Incident management type Undisclosed
Incident management approach We use Zendesk to handle technical issues from a user perspective. Any issues reported via users will be handled within Zendesk. Once triaged, we will handle according to severity, even if out of hours. Users are kept informed throughout via Zendesk.

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 £2500 per unit per year
Discount for educational organisations Yes
Free trial available No

Service documents

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