Hootsuite Enterprise Social Media Management Platform
Hootsuite is a social media management, engagement, monitoring and listening platform. It enables organisations to collaboratively deliver social media strategies across departments and social networks from one secure, web-based and mobile dashboard.
Hootsuite integrates with existing systems, helping organisations to more effectively inform and engage with communities through social media.
- Deliver content across 50+ global and regional social networks
- Schedule and publish text, pictures and videos on multiple networks
- Content tagging and assignments to make organising campaigns easy
- Content Library and full scheduling calendar
- Security, governance and control through granular permissions and access rights
- App directory of 160+ integrations: Microsoft, Adobe, SAP, Google, etc
- Web analytics integrations
- Multi-layer approval workflows
- iOS and Android Mobile App and HTML5 mobile web access
- Comprehensive reporting and analytics for marketing campaigns and customer service
- Work as a team with efficient publishing approvals and workflows
- Save time with our scheduling and content management solution
- Securely collaborate on your brand’s social accounts without sharing passwords
- Gain control of all social accounts, channels, and campaigns
- Execute high impact campaigns with simple approval workflows
- Quickly create insightful social media reports
- Clearly see the business value of social with visual reports
- Gain precise data on your highest performing content and channels
- Streamline social management so teams can focus on high-value initiatives
- Approved content library to be easily used across teams
£250 per person per year
5 7 9 6 4 2 4 6 3 9 6 3 9 2 2
|Software add-on or extension||No|
|Cloud deployment model||Private cloud|
|Service constraints||Requires an internet connection and can be used with the following browsers Internet Explorer, Microsoft Edge, Firefox, Chrome, Safari, Opera|
|Email or online ticketing support||Email or online ticketing|
|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 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||Onsite support|
Hootsuite Enterprise 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
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.
|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.|
If you decide not to renew your agreement your service will be downgraded from Hootsuite Enterprise to Hootsuite Free.
A comparison of the functionality differences between Hootsuite Enterprise and Free can be found here:
Using the service
|Web browser interface||Yes|
|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|
|Description of service interface||
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.|
|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 formats||
|API sandbox or test environment||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.|
|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/
|Service usage metrics||Yes|
|Metrics types||Login, authentication, signups, logouts, IP address|
|Supplier type||Not a reseller|
|Staff security clearance||Conforms to BS7858:2012|
|Government security clearance||Up to Baseline Personnel Security Standard (BPSS)|
|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||
|Data sanitisation process||Yes|
|Data sanitisation type||
|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||
|Other data export formats||PPT|
|Data import formats||CSV|
|Data protection between buyer and supplier networks||
|Data protection within supplier network||
Availability and resilience
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.|
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.
There is also an available API and email alerts.
Identity and authentication
|User authentication needed||Yes|
|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
|Access restriction testing frequency||At least once a year|
|Management access authentication||
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.|
|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||
|Named board-level person responsible for service security||Yes|
|Security governance certified||Yes|
|Security governance standards||
|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;
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
|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.
|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|
|Price||£250 per person per year|
|Discount for educational organisations||No|
|Free trial available||No|