4 Roads Ltd

Telligent Online Community Platform

Telligent Community is an online community and collaboration software platform featuring tools such as forums, blogs, wikis, ideation, media galleries, and calendars with a fully customisable user experience and RESTful platform APIs. Telligent Community primary use cases are: digital marketing, support communities, and networking.

Features

  • Discovery phase to understand the needs of the community
  • Defining community strategy and common objectives
  • Customer-friendly online community software
  • Tailored enterprise features
  • Third party integrations using REST-based APIs
  • Duty of care friendly community/social networking
  • Ability to host a private or public community
  • Management of events and notifications
  • Forums and collaboration tools
  • Gamification and customisable user experience

Benefits

  • Community engagement on a scalable platform
  • Reduced support and community engagement costs
  • Content and activity moderation
  • Reporting tools and management information
  • Exchanging knowledge
  • Managing ideas
  • Flexible evolution for growing communities
  • Integrations to third party or legacy systems
  • Searchable content and wikis
  • Increase self-service and self-help opportunities

Pricing

£67500 per server per year

  • Education pricing available
  • Free trial available

Service documents

Framework

G-Cloud 11

Service ID

5 7 4 1 7 8 3 7 4 1 1 5 1 7 3

Contact

4 Roads Ltd

James Browne

+44 0808 189 2044

james.browne@4-roads.com

Service scope

Service scope
Software add-on or extension No
Cloud deployment model
  • Public cloud
  • Private cloud
  • Community cloud
  • Hybrid cloud
Service constraints There are no constraints in regards to specific hardware configurations. Planned maintenance is managed via an SLA agreed with the client to ensure minimal disruption to allow for upgrades, patching and other maintenance tasks.
System requirements
  • Standards-compliant web browser required
  • Microsoft SQL Server
  • Telligent Community Licence
  • IIS
  • Windows Server 2012 or higher
  • .NET 4.6.2 or higher
  • Search server requires Java 8 Update 121 or higher
  • Antivirus on the server hosting the centralized file storage files.

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Tickets are responded to on a priority basis, ranging from Level 1 Urgent to Level 3 Not Urgent, as per the Service Level Agreement (SLA). SLAs are agreed with clients based on business and operational needs. Our standard response times range from 4 hours to 2 days. Out of office hours, our response times are as agreed with the client per their needs. High-security tickets will be answered 24/7.
User can manage status and priority of support tickets Yes
Online ticketing support accessibility WCAG 2.1 A
Phone support Yes
Phone support availability 9 to 5 (UK time), Monday to Friday
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 A
Web chat accessibility testing None.
Onsite support Yes, at extra cost
Support levels Custom support packages depending on the agreed SLA.
We can provide a support desk service and service monitoring, application maintenance, patching, knowledge base and error/bug logging, SLA reporting. Pricing can be arranged based on support hours or a fixed support contract depending on the level of customisation and support required. Development is charged separately. An Account Manager is provided with all support levels.
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started We provide on or off-site training. We also have 'how to' guides and video tutorials for clients to get started.
Service documentation Yes
Documentation formats HTML
End-of-contract data extraction Data can be extracted using API tools or by taking a copy of the SQL data.
End-of-contract process A project closure checklist is carried out, agreed with the client in advance.

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 mobile version of a Telligent Community is optimised to include all essential content and follows industry standard UX principles such as 'snapping down' to the user's screen size.
Service interface Yes
Description of service interface In-process API library.
Accessibility standards None or don’t know
Description of accessibility There are no known limitations.
Accessibility testing None.
API Yes
What users can and can't do using the API The Telligent Community Platform APIs consist of:
REST Web Services, In-Process API, and Widget API
These versioned APIs allow developers to customise and innovate on the platform while not having to worry about breaking changes when new versions of the platform are released. There are over 150+ APIs within Telligent Community and these APIs are the same APIs used by the Telligent Community widgets to deliver the user experience. As a developer you can write your own user experience as a web application or mobile app delivered 100% through the REST APIs. This means you can use any technology from Java to Bootstrap to the Javascript library of the month to build any application you can imagine.
API documentation Yes
API documentation formats HTML
API sandbox or test environment Yes
Customisation available Yes
Description of customisation Telligent Communities can be customised through theming with many options available at the user level, such as changing colours and logos. For more advanced customisations it is possible to use a built-in code editor to adjust files directly. Access to these can be controlled with permissions. Customisation services are available from 4 Roads as an extra service.

Scaling

Scaling
Independence of resources Telligent Community from 4 Roads is not provided using shared hosting or resources.

Analytics

Analytics
Service usage metrics Yes
Metrics types Reports about the community and its members is available to administrators. Additional reports on areas such as server metrics can be provided at intervals agreed with the client. For additional cost we can provide API-based reporting or real-time dashboards.
Reporting types
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

Resellers
Supplier type Reseller providing extra features and support
Organisation whose services are being resold Verint

Staff security

Staff security
Staff security clearance Staff screening not performed
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
  • European Economic Area (EEA)
  • EU-US Privacy Shield agreement locations
User control over data storage and processing locations Yes
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 Tigerscheme qualified provider or a CREST-approved service provider
Protecting data at rest
  • Physical access control, complying with another standard
  • Encryption of all physical media
Data sanitisation process Yes
Data sanitisation type
  • Explicit overwriting of storage before reallocation
  • Deleted data can’t be directly accessed
Equipment disposal approach In-house destruction process

Data importing and exporting

Data importing and exporting
Data export approach Users can export their data as a ZIP file by requesting a download from their user settings page. This is generated immediately and is good for 4 days.
Data export formats Other
Other data export formats
  • ZIP
  • JSON
Data import formats Other
Other data import formats The API can be used to bulk upload user accounts

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 SLAs are agreed on a per customer basis, including refund provisions where applicable. This depends on the exact type of configuration we are deploying.
Approach to resilience The solution can be hosted in a web farm to provide high resilience. More details available on request to suit client requirements.
Outage reporting We are able to provide clients with additional services for outage management as part of SLA and support agreements. Basic email alerts can be provided with additional options for dashboards and API integrations.

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication
  • 2-factor authentication
  • Username or password
  • Other
Other user authentication The service can also provide public-facing anonymous access if required.
Access restrictions in management interfaces and support channels Most management interfaces are available inside Telligent Community. Any interfaces and channels outside of Telligent Community can be secured per the client's requirements.
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 contact the support team to get audit information
How long user audit data is stored for User-defined
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 Yes
Security governance certified Yes
Security governance standards Other
Other security governance standards 4 Roads is in the process of certification.
Information security policies and processes A designated manager is responsible within the stakeholder mapping for each project.

A RACI matrix is included within our stakeholder maps for both supplier and client. Policies include:

System Security Architecture
Communications Data Security Integrity
Privacy and Confidentiality
Access Control and Authentication
Operating System and Platform Configuration
Accountability and non-repudiation
Legal and Regulatory Obligations
Availability and Business Continuity
Physical Security Fraud Detection / Prevention Security Policies, Procedures, and Regulations Contingency Planning
Disaster Recovery.

Operational security

Operational security
Configuration and change management standard Supplier-defined controls
Configuration and change management approach Change is managed by a Change Advisory Board which assess the impact of change on any project constraints. Service components are documented via High Level and Low Level Design documentation, a Knowledge base and Known Error log. These are updated with each Release deployed to ensure consistency with Release Notes.
Vulnerability management type Undisclosed
Vulnerability management approach ITIL aligned vulnerability management is in place for monitoring of threats. Potential threats are obtained via proactive monitoring of Security Announcements for all software used. Patches are deployed in accordance with the risk profile.
Protective monitoring type Undisclosed
Protective monitoring approach Alerts and notifications are in place for all Security Announcements identifying potential compromises with all software used. Compromises are risk assessed and then implemented within the agreed release cycle for projects. Incidents are responded to within the agreed SLA.
Incident management type Undisclosed
Incident management approach Patching and application incidents follow an agreed pre defined process Users reports incident via multiple agreed routes (ticket, email to ticket, phone) with an agreed dataset Incident reports are provided monthly.

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 £67500 per server per year
Discount for educational organisations Yes
Free trial available Yes
Description of free trial A free 30 day trial of Telligent Community is available, which includes all features. The free trial cannot be used to launch a public-facing community.

Service documents

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